.png?fit=max&auto=format&n=EQK5eX9kTD8NzWwA&q=85&s=878008bf159fcc4964d0c0d508b6e400)
Common call quality symptoms
| Symptom | Likely cause |
|---|---|
| Choppy or robotic audio | Low bandwidth or high network congestion |
| One-way audio | Firewall or NAT blocking media traffic |
| Echo or feedback | Speaker volume too high or microphone sensitivity |
| Dropped calls | Unstable internet connection or Wi-Fi interference |
| High latency or delay | Geographic distance to server, network congestion |
| Static or crackling | Hardware issues with headset or microphone |
Step 1: Check your internet connection
Run a speed test
Use a service like speedtest.net to measure your connection. VoIP calls typically require at least 100 Kbps upload and download per concurrent call, though 1 Mbps or higher is recommended for consistent quality.
Check for packet loss and jitter
Packet loss above 1% or jitter above 30ms can degrade call quality significantly. Run a network diagnostic tool or ping test to measure these values.
Step 2: Check your audio hardware
Test your headset or microphone
Use your operating system’s sound settings to verify your microphone and speakers are working correctly. Record a short test clip and play it back.
Avoid using built-in laptop speakers
Built-in speakers and microphones often cause echo. Use a dedicated headset with a built-in microphone for the best results.
Step 3: Review browser and application settings
Grant microphone permissions
Ensure your browser has permission to access your microphone. Check the browser’s site permissions for the Hoop application.
Close unnecessary tabs and applications
Other browser tabs or applications using your microphone or consuming CPU resources can interfere with call quality.
Clear browser cache
A corrupted cache can cause unexpected behavior. Clear your browser cache and reload the Hoop application.
Step 4: Check firewall and network settings
Ensure the following are allowed through your firewall:- UDP ports 10000-60000 for media traffic (RTP)
- TCP port 443 for signaling (TLS/WSS)
- Traffic to Twilio media relay servers (if your account uses Twilio)
Step 5: Check your phone number configuration
Verify your phone number is active
Navigate to Settings > Phone Numbers in the Hoop platform and confirm the number you are using is active and properly configured.
Best practices for call quality
Following these best practices helps prevent most call quality issues before they occur.
- Use a wired internet connection whenever possible
- Use a quality USB or Bluetooth headset with noise cancellation
- Close bandwidth-intensive applications during calls
- Keep your browser and operating system up to date
- Avoid making calls over public Wi-Fi networks
- If using a VPN, try disconnecting it during calls to reduce latency
FAQs
Why can the other person hear me but I cannot hear them?
Why can the other person hear me but I cannot hear them?
One-way audio is typically caused by a firewall blocking incoming media traffic. Check that your network allows UDP traffic on the ports listed above. Also verify that your speaker or headset is selected as the output device in both your system settings and the Hoop application.
Why do my calls drop after a few minutes?
Why do my calls drop after a few minutes?
Calls that consistently drop after a specific duration are often caused by session timeouts on your router or firewall. Check your router’s UDP session timeout settings and increase them if needed. A minimum of 300 seconds is recommended.
Does call quality differ between inbound and outbound calls?
Does call quality differ between inbound and outbound calls?
The underlying technology is the same for both directions. However, if only one direction is affected, this may point to a routing or carrier issue. Contact Hoop support with details about which direction is impacted.