Start your free trial
English (United Kingdom) Español Français

How to troubleshoot choppy or dropped communications

  • Updated

The audio quality of your VoIP calls allows you to maintain smooth, professional conversations with your callers. In this guide, you will learn how to identify and quickly resolve issues with choppy audio, cut-off voices or network instability to restore optimal call quality.

 

1. Optimize the performance of your computer and browser 

An overloaded system or a cluttered browser can disrupt the quality of your real-time audio streams. Follow these simple steps to free up system resources and improve the smoothness of your conversations:

  1. Close unused browser tabs in Google Chrome.
  2. Monitor your computing resource usage (RAM should stay below 75% and the CPU should not be overloaded). 
  3. Periodically clear the cache and delete cookies in your Google Chrome browser. 
  4. Disable energy saver or automatic tab sleeping in your Chrome settings. 
  5. Update Google Chrome as well as your Ringover application to the latest version. 
💡 Tip: If you are using Ringover's mobile or desktop applications and issues persist, uninstall them and perform a clean reinstallation. 

 

2. Stabilize and validate your network connection 

Voice over IP requires a stable internet connection and low signal variations to properly route audio.

Wired connection (Ethernet) 

This method is strongly recommended by Ringover to eliminate any risk related to radio signal degradation. 

  1. Connect a physical Ethernet cable from your computer directly to your router or network box. 
  2. Turn off your computer's Wi-Fi to ensure exclusive use of wired traffic. 
  3. Use a Category 5e or higher cable for better performance.
Wireless connection (Wi-Fi)

If a cabled connection is not possible, adjust your setup to limit packet loss: 

  • Move your computer equipment as close as possible to your main Wi-Fi router.
  • Ensure that the Wi-Fi access point is not congested by other devices connected simultaneously.
⚠️ Important: The Wi-Fi signal is extremely sensitive to interference (walls, physical obstacles, microwaves) that causes jitter or packet loss. Always prioritize a cabled connection for all your professional phone calls.
💡 Tip: Run a bandwidth test straight away using our online tool:  speedtest.ringover.com. Aim for a response time (ping) and jitter strictly below 20 ms.

 

3. Configure voice prioritization (QoS) 

Configuring Quality of Service (QoS) on your network equipment allows you to dedicate a priority channel for VoIP traffic over other company internet services (heavy downloads, videos). 

  1. Contact the IT department or administrator in charge of your local network. 
  2. Request the setup of Quality of Service (QoS) rules on all your routers. 
  3. Set incoming and outgoing traffic for Ringover servers as strictly high priority.
  4. Ensure you have a guaranteed minimum bandwidth of 100 kbps per active call, both upstream (upload) and downstream (download). 
💡 Tip: You can consult the complete list of network ports and infrastructure addresses in our support article: Network flow prioritization and port configuration. 

 

4. Test on a secondary network and request technical support

If choppy audio continues after these adjustments, isolate the issue and request dedicated support. 

  1. Connect your computer or phone to an alternative test network (for example, a 4G/5G mobile hotspot).
  2. Make test calls to analyze the behavior of the audio stream. 
  3. Note the result: if audio quality improves, your initial network connection is indeed the cause.
  4. Contact our technical support team if the issue persists despite your checks. 

 

🎉 You now know how to fix choppy voice issues and optimize your settings to enjoy clear conversations with Ringover!