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megan-york avatar image
megan-york asked ·

Choppy Audio

I am having problems with choppy audio on calls from our Ring Central Cisco SPA508G phones. We originally had Cisco 303 phones, and did not have the complaints we are now getting regarding our call quality. Call quality is decent on our end, but clients on other end of line complain that audio is choppy and cuts out every 5-6 words.

Could the new phones we received be causing these choppy audio issues? I don't know why it was okay with the 303 but now with the SPA508g we are having problems.

Current network download speed is 12 mbps - and via speedtest.net we are only getting .69 mbps upload - which I am assuming is the majority of the problem. Right? We have three phones and also use softphones on our computers, but rarely have more than 4 or 5 calls simultaneously.

Currently have AT&T UVerse, but contacted Comcast today and they made us an internet offer for 75/15 speeds at about the same price we are currently paying with AT&T. Will this solve our issue?

choppygarbledcrappysucks
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danno answered ·
Without a doubt - on both poor upload and switching to Comcast.  You'll find Comcast upload speed more stable. 
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Thanks. Our business is located in a very small town without a large city nearby. Do you suspect that could also be an issue with our upload speed, and do you think switching to Comcast will help this issue?


Thanks again for your reply, it is GREATLY appreciated.

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Switching to Comcast and taking Brandon's suggestion on QOS will yield positive results.  Here is a good link that describes why U-Verse is your culprit.  https://dynam.smartertrack.com/kb/a21/allowing-voip-phones-to-work-with-att-uverse-2wire-routers.asp...


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Good info Danno!  Thanks for sharing.
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megan-york answered ·
Update to add case number: 04960074
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bjsvec answered ·
I agree you will likely be better of with Comcast.  You may also want to consider configuring QOS on your router/firewall or getting someone to configure it for you.  It is possible to prioritize voice traffic heading out the internet over other applications this way so that even with limited bandwidth you can ensure voice gets first priority.
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