Voice delay!!!

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It is INCREDIBLY frustrating to constantly talk over my clients, or them over me, because of the horrible delay in hearing each other! I used to make calls directly from my phone's app. To avoid the delay, I though I'd try make calls through my back office (i.e. having the number dial my cell phone from my laptop)Still a delay. A "network issue' does not sound like my problem. Any suggestions, one way or the other, of how to rectify this problem? I have a Samsung Note 4, and my servicer is T-Mobile.
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KIMBERHLY HOPKINS

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Posted 2 years ago

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Mike, Official Rep

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Hi Kimberly,  We'll be happy to help troubleshoot this. 

First can you clarify a few things.  Can you tell us what you mean  "make calls through my back office (i.e. having the number dial my cell phone from my laptop)"? 

Delay is almost always a network issue. It's generally caused by latency in the voice packets as they are delivered across the internet.  Try switching from your phone's data plan to a wifi signal and test again and let us know the result?  
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Saadet - Community Support, Official Rep

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Hi, you will first need to verify that your network is set up properly. Another thing to check is the volume settings for your phone or headset. I've seen where the settings are a little wonky and they cause a delay. But 99% of the time when people complain about delayed audio, it is due to the network configuration or internet speed.
Well my network should be configured because i can use everything involving internet. My internet tested 9.03 for upload and 20.08 for download. 
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Saadet - Community Support, Official Rep

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So VoIP requires a different set up than just what internet traffic uses. And keep in mind that not all router/modem equipment is created equal for handling VoIP traffic. If you have an IT department, I would suggest having them review the document I linked and take a hard look at the settings to verify that the correct ports are opened/being triggered, etc.
oh ok. Great thank you I'll look into it a bit more. 
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Saadet - Community Support, Official Rep

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Sure thing! Also, sometimes WiFi can be a bit unstable (due to its nature of not being physically connected to the internet) which is why I recommend having a direct connection to your internet. Especially if you will be using your VoIP phone a lot. For instance, if I work from home, I use WiFi but I'm not on the phone a lot - therefore I'm not burdening my connection. However, I'm sure that if I was on the phone more, I would be experiencing more issues without having my router/modem settings changed :)
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KIMBERHLY HOPKINS

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Hello, Mike. What I mean is I sign into my account via my laptop and use the "soft phone" there. It then rings my phone so I can dial out.

I did what you suggested, and DARN IT, it worked! Lol! That only sucks (for me) because our house WiFi is very undependable and drops off often. I will definitely do that, however, when we get more dependable service. Thanks so much for your help!
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Mike, Official Rep

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You're welcome!

Also, if it helps, whoever manages your WiFi may want to take a look at this thread and review the router setup requirements.
How do I troubleshoot Call Quality issues? Network requirements?

Mike