When it comes to call quality, there are many variables and factors that can cause disruption. The good news? Our Techincal Support team is well equipped to diagnose and fix your issue! This article will help you identify what might be your issue to help Support find your solution faster.
Contact Support
You don't have to try and fix your call quality issues alone! For immediate assistance, you can contact our Technical Support Team by dialing 611 from your net2phone Canada device or by calling 1-877-498-3772 and choosing option #3. Emails will be responded to within 1 business day and can be sent to support@net2phone.ca
AUDIO IS CUTTING OUT
You might be experiencing packet loss. When one or more packets of data traveling across a network fail to reach their destination, it will cause lost data transmission bits.
THERE IS A VOICE DELAY
You might be experience latency. Latency - sometimes referred to as "lag," which causes interruptions—similar to lag in video games or video streaming.
GENERALIZED DEGRADED QUALITY
You may be experiencing packet loss, latency, or jitter. Jitter, which is slightly different from latency, is a variation in delayed of received packets. Jitter and latency can be caused by network congestion, wireless network connections, and old/damaged hardware.
NO AUDIO OR STATIC AUDIO
- Check to make sure you turn your volume up.
- Check to make sure you plug in your headset or handset into the correct port.
- Try testing another headset/handset/speakerphone on your phone and the headset/handset on another phone to confirm if this is the problem.
- If none of the above is the issue, contact Support.
TIPS!
- Don't put anything directly in front of your phone if you plan on using the speaker. The mic is located in the front at the bottom, and this will block out the sound.
- Play around with the volume controls.
- Ensure you have a good quality headset if you use one; sometimes sound issues have nothing to do with connectivity and everything to do with a faulty headset. Check out our recommend headsets!
- Try reducing the amount of bandwidth you are using while on a call if your Task Manager (Windows) or Activity Monitor (Mac) can show you which applications you may want to restrict before a scheduled phone call!
