Improve your call quality

Choppy sound, echo, robotic voice, dropped calls: in most cases, the cause is the internet connection. Follow these steps in order.

1. Check your connection

• Use stable Wi-Fi or 4G/5G, and avoid public or congested Wi-Fi.
• Run a speed test: aim for at least 1 Mbps to be comfortable (a single call uses 100 to 200 kbps).
• Move closer to the router, or switch between Wi-Fi and mobile data.
• If nothing loads, restart your router: unplug it for 10 seconds, then plug it back in.

2. Turn off anything that may block calls

Temporarily turn off VPN, proxy, restrictive firewall and ad blocker. If quality improves, these restrictions are the cause. At work, share the "Network requirements for calls" article with your network administrator.

3. Restart and close other apps

• Close apps that use the network (downloads, streaming).
• Restart your phone or computer.
• On mobile, turn on Airplane mode for 5 seconds then off to reset the connection.
• If Wi-Fi stays unstable, forget the network in settings and reconnect.

4. Check audio

• Allow access to the microphone, phone and Bluetooth in the app's settings.
• Test with and without a headset or Bluetooth earbuds: a faulty accessory causes crackling, echo and lag.

5. Update

Update the app, your device's operating system and, for the web app, Google Chrome.

6. Try another network or call mode

• If the problem disappears on another Wi-Fi or on mobile data, it comes from your local network. Contact your internet provider if needed.
• Compare calls over the internet (Call via Wi-Fi/data option) and over the mobile network: depending on your coverage, one may be better.
• If you use Onoff Calls, turn it off and on again.

Still having issues

Send the app logs (see "Send the app logs"), then email support@onoffbusiness.com with:

• your Onoff number and the other person's number;
• the date and time of the call;
• the call type (inbound, outbound, missed);
• the network used (Wi-Fi, 4G, mobile network).

Related articles

• Network requirements for calls
• Set up your audio accessory
• VoIP and GSM: how your Onoff calls work