If you are hearing stuttering or choppy audio, then you may have a network or internet connection issue. These could be caused by:
- Slow internet speeds.
- Heavy internet or network usage.
- Faulty cabling.
We can attempt a quick troubleshooting process to test for this. On Windows 7/8/10, press the Start button and in the search box type cmd and hit enter. A black command prompt window should appear. Type in:
ping www.google.co.uk
And hit enter.
You should see 4 responses, giving you the time it took for them to come back and at the end a summary of the results.
Pinging www.google.com [216.58.198.68] with 32 bytes of data:
Reply from 216.58.198.68: bytes=32 time=25ms TTL=58
Reply from 216.58.198.68: bytes=32 time=25ms TTL=58
Reply from 216.58.198.68: bytes=32 time=25ms TTL=58
Reply from 216.58.198.68: bytes=32 time=26ms TTL=58
Ping statistics for 216.58.198.68:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 5ms, Maximum = 5ms, Average = 5ms
Ping responses under 40ms are very good, but under 80ms is acceptable. If they are over 200ms, then this can cause stuttering and may be causing by heavy usage or a slow broadband connection. You should also see 0% packet loss.
We would recommend the following additional troubleshooting steps. At each stage, make a call and see if this helps with the problem.
- Replace the cable between the phone and your router/firewall (faulty cabling)
- If possible plug the phone directly into the router/firewall (faulty cabling/faulty network switch)
- Try unplugging all other devices from the firewall except for one phone (heavy usage/slow speeds)
- Perform a test at www.speedtest.net and check that you are receiving adequate speeds (slow speeds)