We have put together a list of the most frequent voice quality issues and potential causes to help you identify them.
Further down you can find some recommendations on how to solve them.
Choppy or robotic sounding call audio
When call audio has a robotic-sound or choppy cuts in and out, this is often caused by packet loss. This can be caused by a number of factors including network traffic, or the technologies used in the call.
One-way or missing call audio
One-way audio is when a caller can hear the other party but not the other way around. Missing audio streams can be caused by a number of factors, namely connection or network handoff problems, even issues at the destination of your call.
Delayed call audio
Excessive delays in the call audio is usually caused by latency on the line. This can be caused by delayed packet transmission or delivery somewhere along the lines, also by the type of technology used in the call.
Call audio echoing
Echo is when one can hear his own delayed audio. This is often caused by positioning and volume levels of the speaker and microphone at one end of the line, or by crosstalk on copper wire (landline)networks.
Call volume issues
A volume issue is when the volume of the call is either too loud or too quiet. These issues are usually caused by the hardware used, including the positioning and levels of the speaker and microphone at one end of the line.
Audio static issues are when there is audio interference or background noise on a call. These are often caused by the hardware used including placement, positioning and levels of the speaker and microphone at one end of the line.
How to solve it
When facing any of the previously described issues, follow the following steps:
Check the network's performance
This is a network test that you can carry out on your computer https://networktest.twilio.com/ to verify the performance of your connectivity.
If the network connectivity is poor, there are several things you can do to improve it:
- Contact your internet provider, ask them to check your router connections and assign you to the connection with least traffic.
- Concurrent traffic on the network also has an impact. Streaming services like Netflix, HBO and file exchange use the same connection as the calls and will affect the voice quality. Therefore avoid using them during calls.
- Prevent your browser cache from getting overloaded by using an incognito tab on your browser when making calls.
Ensure internet bandwidth
We strongly recommend you to:
- Use an Ethernet connectivity cable
- Close the transmission services (YouTube, Spotify, Apple Music, etc.) while Bloobirds is being used, to preserve the bandwidth.
Make sure to switch off your Wi-Fi connection after plugging your Ethernet cable.
Check Twilio's service availability
It could be that it is due to Twilio’s service availability and the status of telecom carriers globally.
On this website you can check if there are any services impacted, it shows real-time and historical data on system performance.
Contact our support team
If your audio quality issues persist and it not related to any of the previously mentioned issues, do not hesitate to get in touch with us and we will be able to assist you