Poor call quality—choppy audio, one-way voice, or dropped words—almost always comes down to your network, browser, or headset. Work through the checks below to pinpoint and fix the cause.
Common call quality symptoms
This guide helps you resolve issues such as:
- One-way audio, where you can hear the other person but they can’t hear you (or vice versa)
- Choppy, robotic, or breaking voice
- No audio or blank audio during the call
- Background noise or disturbance on the line
Quick fixes to try first
- Change the calling switch (A/B) from the dialer and place a test call again.
- Check that your internet connection is stable. A wired connection is more reliable than Wi-Fi.
- Change your network—if you’re on Wi-Fi, switch to a mobile hotspot, and vice versa—then retest.
- Try a different headset, earphones, or handset, and make sure it’s properly connected before calling again.
Run a network test
CallHippo calls run over a real-time (WebRTC) connection, so an unstable or restricted network is the most common cause of quality problems. Run a quick network test to check your connection:
- Open networktest.twilio.com and let the test finish.
- A poor result points to bandwidth, packet loss, or firewall issues on your network.
When to contact support
If quality is still poor after all the steps above, raise a ticket so our team can investigate. To speed things up, include:
- Sample calls that clearly show the quality issue
- The Call SID for each sample
- Which switch (A or B) you were using
Still need help? Reach us at [email protected].