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Troubleshooting Audio Problems
Troubleshooting Audio Issues
With choppy audio and one-way audio, either party on the call hears the audio breaking up, or no audio at all. Dropped audio is when a call is in session and both parties are unable to hear each other.
- From your Vonage account, there is a feature called the Bandwidth Saver. This feature controls the amount of bandwidth used for a phone call. Try adjusting the bandwidth saver to either medium or normal. After you adjust your settings, test and see if there is a difference in the audio quality. Please note that when you change bandwidth saver it could take a few minutes for the device to reboot and take the changes.
- Reboot all of your devices (Vonage device, any routers and cable / DSL modems). For further information, go to How Do I Restart My Phone Adapter and Network Devices?.
- Verify that your Vonage device is at least four feet away from any other device.
- Verify that your Vonage device is in a well ventilated area to keep from overheating.
- Verify there is no file sharing, P2P applications, or large downloads are running while you are using the phone. These activities can use up most of your bandwidth, leaving little left for your calls.
- Connect your Vonage device directly to your cable/DSL modem, if it is not already. If this helps the audio quality, then the issue is occurring between the Vonage device and modem.
- If your Vonage device connects to another router and not directly to your cable/DSL modem, try disabling any firewalls or SPI (Stateful Packet Inspection) on that router.
Go to Advanced Installation with Firewalls to learn about firewalls and SPI.
- If you wish not to disable your firewall, then you can port forward the Vonage traffic to the adapter. Go to Advanced Installation with Port Forwarding
to learn about port forwarding.
Wireless Routers and Cordless phonesWireless Routers and Cordless phones — If you have a wireless router and a cordless phone:
- Ensure all wireless devices and cordless phone bases are at least four feet away from each other.
If you have made it through this checklist and you are still experiencing an audio issue, our first class customer service is available to assist you. Please have your account ID, phone number, name of your Internet Service Provider (ISP), and model numbers for your Vonage device and any other devices in your network available.
Understanding Choppy/One-way audio/Dropped Audio
Choppy / one-way / dropped audio is the result of dropped or lost packets. A packet is how the phone conversation travels over the Internet. When you speak into the phone, your voice gets converted from an analog wave to a digital signal. This signal is then broken up into pieces called packets. The packets journey through the Internet and get reassembled at the listener's end.
Here is a diagram that shows a stream of packets, each one carrying a portion of the conversation:
When a packet arrives at the destination too late, it gets dropped. A packet is lost if it never makes it to the destination. When you drop or lose a packet, you lose part of the conversation.
NOTE: In this diagram that packets 2 and 5 are missing. The results of the packets missing cause a choppy audio effect.
If you need further assistance correcting audio problems, please
Contact Us.
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