Problem:

  • Call audio is choppy or distorted.

  • Calls drop suddenly during conversations.

Likely Causes

  • Internet Service Issues:
    Your internet provider may be experiencing temporary degradation. Note: Web browsing and email may appear normal, but VoIP calls are highly sensitive to small delays (even half a second).

  • Router/Firewall Issues:
    Your router or firewall may need to be rebooted or, in some cases, upgraded to handle real-time VoIP traffic.

Resolution Steps

Step 1: Restart Your Network

  • Restart your router/firewall and any network switches.

  • This will temporarily interrupt your internet connection for about 5 minutes.

  • Once everything is back online, test your phones with a call to see if audio quality improves.

Step 2: Provide Internet Connection Details

To help us diagnose the issue, please email support@soundcurve.com with the following information:

  1. Run a VoIP speed test at: https://soundcurve.com/#voip-test and send us the results.

  2. Let us know how many devices share your internet connection (computers, SoundCurve phones, smartphones, tablets — both wired and WiFi).

  3. Provide the name of your Internet Service Provider (ISP).

  4. Provide the make and model of your router.

    • If it’s a modem/router combo supplied by your ISP, please note that.


Important Note: Phone Service vs. Internet Connection

While it may seem like the phone service itself is at fault, most call quality issues are actually caused by your internet connection.

  • VoIP calls rely on your internet to transmit audio in real time.

  • Even small interruptions or delays (as short as half a second) can cause calls to cut out.

  • Your web browsing or email may appear completely unaffected, because those activities can tolerate delays. Phone calls cannot.


When call audio sounds bad or calls drop, it’s natural to assume the phone service is at fault. In reality, most VoIP (Voice over Internet Protocol) call quality issues come from the internet connection. Here’s why:

  • VoIP calls are real-time.
    Unlike browsing a website or streaming a video, phone calls can’t buffer or wait for missing data. Even a delay as short as half a second can make voices sound choppy or robotic.

  • Browsing vs. Calling behaves differently.
    Web pages and emails load in chunks. If your connection slows for a moment, your browser simply waits and then continues loading. You probably won’t even notice. A phone call, however, needs a constant, steady flow of data. Any interruption is immediately noticeable.

  • Hidden internet issues.
    Your internet may look fine for everyday use, but background problems — such as packet loss, jitter, or congestion — can severely affect calls. These don’t always show up in basic browsing speed but are critical for clear conversations.

  • Shared connections matter.
    If multiple people are streaming, downloading, or gaming while calls are active, your available bandwidth for VoIP shrinks. This can cause audio to cut out or calls to drop, even if the phones and phone service are working perfectly.