Calls Sound Choppy? How to Test and Fix It | VoIP Phone Systems

Samir Sampat

VoIP, or Voice over Internet Protocol, is the latest and greatest way for businesses to make calls. Instead of using a traditional telephone landline that has limits on what it can transmit, you’re now able to make calls over the Internet data lines and enjoy premium calling features, much better call quality, and so much more. 

Of course, as with anything, there may be occasional glitches from time to time. You are relying on the Internet, which isn’t impervious to the potential disruption of service or connectivity. That, along with other issues, can impact the quality of the calls that you make. There are several different issues that people report when it comes to call audio, but choppy calls are one of the biggest concerns for people—if the calls aren’t clear, is your caller getting the right information? Are they looking at you like a reputable, professional business or are you losing points because of your poor connectivity?

The best thing to do is resolve the issue as soon as possible. That starts with finding and figuring out how to fix the problem. 

Why do my calls sound choppy?

In order to understand choppy audio and other issues with VoIP, it’s helpful to get a brief understanding of how VoIP itself actually works. Instead of transmitting audio over telephone lines, a VoIP system transmits audio in data packets across Internet lines. Call quality relies on data packets being delivered in a timely and simultaneous manner—any latency or delays, or packets of data lost, can impact how well a call sounds on both ends. 

In the business world, bad reception is unacceptable. You can’t explain choppy calls and expect customers to put up with poor quality in their conversations. They could miss important information. Or worse, you could miss important information. Get to the bottom of your issues, fast. 

How to check for audio issues

Several different issues could be impacting the quality of your calls. You can troubleshoot your network connection or VoIP connectivity through the application to see if you can come up with a solution that way. If not, you can also use online testing tools like Solarwinds that will help you test speeds, find hang-ups, and fix any issues that could be causing choppy calls or echoes in your audio. 

Make sure that your routing isn’t overly complicated. The more destinations a signal has to pass through, the more risk there is of latency or data loss. And speaking of routing, stick with wired connections for the best results. You will also want to check your networking devices, including your modem, router, and ethernet cables. If nothing is wrong there, it’s time to consider whether you’re missing bandwidth or need a better ISP. 

If you use online tools, you can do a speed test to determine how your network is performing. This can help you determine if you’ve outgrown your bandwidth and whether you might need to upgrade your Internet plan. Many people opt for Business Class Internet service for reliable VoIP service. 

How to improve call audio on VoIP systems

Depending on what you’ve determined is slowing down your calls or making them choppy, you’ll have several possible solutions to consider. For example, if your routing is too complicated and that’s causing slowdowns in data transmission, you’ll want to re-route the network and reduce the contact points to as few as possible. 

If your devices are slow or outdated, you may need to purchase new networking equipment. For example, if your VoIP provider offers its own router or network tools, consider using them for your calls instead of third-party hardware or store-bought networking devices. Upgrading to the latest models will also give you the chance to improve call quality and data speeds. 

If you realize you’re out of bandwidth or your ISP is the problem, you’ll want to reconsider your service. As mentioned above, you can get business-class Internet services from many providers today. These are designed for high-volume data transmission like VoIP calls and will provide you with the connectivity that you need with plenty of room to field 10 calls or 100. Feel free to ask for help from your ISP or your VoIP provider to see if they can help you figure out what’s going on. Sometimes, that firsthand assistance can make all the difference. 

Is online testing reliable?

One question a lot of people ask about the online testing that we discussed is how reliable it actually is. You can find several tools online like the ones from Solarwinds to help you test your network, your connectivity, your IP address, and so much more. But are these tools reliable? The answer is that it depends on which tools you’re using. There are some very reliable resources out there to help you troubleshoot and resolve your VoIP issues, including choppy calls. 

Take the time to review the different platforms and see what kind of testing solutions are offered, and then choose the one that seems most effective for your needs. If your ISP doesn’t offer testing tools, check out third-party test sites like:

These sites offer a variety of tools you can use to test your VoIP network and resolve choppy calls and other issues that you may be having. 

Or skip the hassles altogether and let Smith.ai field the calls and more

If you don’t have the time for troubleshooting or you just want a more professional solution for your business calls, consider enlisting the assistance of the virtual receptionists at Smith.ai. Along with our 24/7 answering service, we can also provide solutions for lead intake, scheduling appointments, live website chat, and so much more. 

If you’re looking for help with lead generation, we can even assist with outbound sales and outreach campaigns to bring in the calls in the first place. Plus, no matter what we do, we’ll combine it all in a customized strategy to manage every detail. 

To learn more, schedule a consultation to discuss what the 24/7 virtual receptionists at Smith.ai can do for your business communications. You can also reach us at hello@smith.ai or (650) 727-6484. 

Samir Sampat

Samir Sampat is a Marketing and Events Associate with Smith.ai. He has experience working with businesses of all sizes focusing on marketing, communications, and business development.

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