One-way audio or dropped calls
If you’re receiving one-way audio your router is most likely the cause. This is because many firewalls can block notification messages used to establish two-way audio. To resolve this issue take the following steps.
- Disable SIP ALG on your router. See our Network Readiness section for troubleshooting tips.
- Change the transport mode on the device to TCP through the admin portal
- If problems persist contact Mango Support
Other possible things that cause one-way audio are;
- Having a double natted network
- UDP or TCP timeout set too short (UDP timeout needs to be set to 120 seconds)
- Other firewall rules
- Wireless internet provider
- High Latency (ping)
Garbled calls or poor audio quality
Garbled calls or poor audio quality is usually caused by high latency (ping), slow internet, or heavy internet usage (maxing out internet connection).
- Disable SIP ALG on your router.
- Change the jitter buffer on the device to high through the admin portal
- Contact Mango Support to adjust the audio codec that is better suited to a network with poor internet service
- Make sure your internet speeds are a minimum of 5 Mbps down and 1 Mbps up. Recommended is 10+ Mbps down, 2+ Mbps up
- Make sure your latency or ping time to our mango network is less than 100 ms. To test latency Learn more
- Contact Mango Voice Support to further diagnose the issue
- If all else fails, contact your ISP and request they prioritize VoIP traffic