In general, choppy calls are the result of latency or packet loss in your Internet Service Provider's (ISP) network. In other words, for a period of time, your connection may not be fast enough to send and receive voice data, resulting in lost information. This situation is called Packet Loss.

Packet Loss may occur when connection speeds are compromised by temporary ISP problems, network congestion, or heavy bandwidth usages such as online gaming or the upload/download of files.

• Check a few websites you commonly view and see if they are performing slower than usual. If this is the case, it is probable that your ISP is experiencing a problem.

• If anyone is sharing your Internet connection, or you are uploading/downloading files via the Internet, pause this activity and see if voice quality improves.

• Try using an online testing tool to check for possible call quality issues. 

Note: Our VoIP Online Test requires Java plugin to run

For further network diagnosis, you may want to look at the Related Pages at the bottom of this FAQ.

Checking for Quality of Service issues with WinMTR (Windows OS)