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 Troubleshooting Audio ProblemsWith 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.
Wireless Routers and Cordless phones — If you have a wireless router and a cordless phone:
Home wiring — If you are using home wiring:
If you have made it through this checklist and you are still experiencing an audio problem, our first class customer service is available to assist you. Please have handy 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. 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 your 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:
Figure 1. Steady stream of audio over the internet 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.
Figure 2. Steady stream of audio over the internet with packet loss Notice 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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