Troubleshoot Call Quality Issues
Troubleshooting3 min readUpdated 2026-03-12
Troubleshoot Call Quality Issues
If your calls have echo, choppy audio, one-way audio, or noticeable delay, use this guide to identify and fix the problem.
Available on: All plans
Identify the symptom
| Symptom | Likely cause | First step |
|---|---|---|
| Echo | Speaker audio feeding back into microphone | Switch to a USB headset |
| Choppy or robotic audio | Insufficient bandwidth or high packet loss | Close bandwidth-heavy apps and run a network test |
| One-way audio (you hear them, they don't hear you) | Microphone permission blocked or wrong device selected | Check browser microphone permissions |
| One-way audio (they hear you, you don't hear them) | Speaker output set to wrong device | Check audio output in JustCall settings |
| High latency / delay | Network congestion or VPN routing | Switch to a wired connection and disable VPN |
Check your network
JustCall calls require a stable internet connection. Minimum requirements:
- Bandwidth: 100 Kbps upload and download per concurrent call (1 Mbps+ recommended)
- Latency: Under 150ms round trip
- Jitter: Under 30ms
- Packet loss: Under 1%
Run the built-in network test: Go to Settings > Network Test > Run Test. If results are below these thresholds, contact your IT team or switch to a wired Ethernet connection.
Check your browser and audio device
- Use Google Chrome (latest version) for best compatibility.
- Go to
chrome://settings/content/microphoneand confirm JustCall has permission. - In JustCall, go to Settings > Audio and verify the correct microphone and speaker are selected.
- Test with a different headset to rule out hardware issues.
- Close other tabs or applications using your microphone (Zoom, Google Meet, etc.).
Required ports and domains
If your network has a firewall, ensure the following are open:
| Type | Value | Purpose |
|---|---|---|
| UDP ports | 10000-60000 | Voice media (RTP) |
| TCP port | 443 | Signaling and API |
| Domains | *.justcall.io, *.twilio.com | Application and voice infrastructure |
Ask your IT team to prioritize UDP traffic with QoS settings for the best call experience.
Still experiencing issues?
- Clear your browser cache and cookies.
- Restart your browser.
- Try an incognito window to rule out extension conflicts.
- If the problem persists, download network logs and submit them with a support ticket.
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