App Call Quality Issues
From time to time, depending on how your device is connected to the internet, you may experience call quality issues. Some examples of poor call quality include call choppiness, delays, or even underwater/far-sounding calls. Issues like these are typically due to the local network you are currently connected to and/or the device you are using.
To have your Unitel Voice mobile app prefer data over Wi-Fi, please follow these steps:
On the dial pad screen of your app, click the gear or three lines in the top right
- Click "Preferences"
- Click "Network"
- Click "Network priorities for RTP"
- Select "Prefer mobile data"
- Click "Done"
If your call is experiencing call quality issues, try moving to a location with a better data connection. Try turning off your Wi-Fi connection and testing your cellular data (5G or LTE). If the problem goes away, the issue is likely related to your Wi-Fi connection.
Here are a few things that may help you figure out why you are having trouble when connected to Wi-Fi:
- Is there any current heavy bandwidth tasks running on your network (i.e. streaming music/video, downloading large files, etc.)?
- Are you out of range or in weak signal spot? If you move closer to your router, you’re your call quality improve?
If you are in transit, you are likely changing cellular data towers. This is known to cause issues, usually as a result of constantly changing from faster networks to slower networks. (i.e. from a 5G network to LTE or vice versa)
CHECKING YOUR NETWORK
If you are consistently having call quality issues, there is likely a problem with the network you are using. Your router may be blocking VoIP traffic from passing through properly.
- Do you experience these issues only on inbound calls?
- Do you experience these issues only on outbound calls?
- Do you experience these issues across all devices? (i.e. both your phone and tablet which are connected to the same wifi connection)
If you are having trouble with call quality, please contact our Customer Support Team at 855-888-6423 x2 or chat with us online by clicking the "chat" icon.