Packet loss

Packet loss can cause reduced call quality for VoIP and internet-based phone systems. This occurs when data packets do not reach the destination server.

Packet loss can result in multiple connectivity problems such as choppy audio, delayed or dropped calls, and audio with distortion, static, or echoes.

Testing packet loss (Windows and MacOS)

  1. Open the Terminal application.

  2. Type `ping` and press Enter.

  3. Let the process run for 30 seconds.

  4. Press `control + c` on your keyboard to stop the test.

Review the results. Packet loss should usually be within the 1 to 3 percent range. A packet loss percentage between 5 and 10 will cause noticeable call quality issues.

Reducing packet loss on your network

We recommend trying the following steps to reduce packet loss, and placing a test call after each step.

  1. Check for software updates on your computers and network hardware.

  2. Connect to your computer using an ethernet cable.

  3. Reduce the amount of devices connected to the network.

  4. If your network has a Quality of Service (QoS) feature, prioritize the device you are using for Lead Center on your network.

  5. Upgrade outdated network equipment.

If you have attempted these steps and are still experiencing call quality issues like choppy, distorted, or echoed audio, please reach out to your internet service provider (ISP) so they can troubleshoot your network further.

If you are still experiencing call quality issues after troubleshooting and reaching out to your ISP, please send several call examples to our Support team so we can investigate further.

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