Teacher
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19 Messages
Audio cut off for short random bursts
Hello,
I have started to experience moments on voice calls where the audio from others on the call (1-2-1 or WebEx) go silent for a short period of time (between 10 and 20 seconds). 99% of the time the audio comes back, 1% of the time the call drops. They can continue to hear me, but I cannot hear anything, not even a hum or buzz...just like a dead line.
It is happening on both my iPhone 5 and my Blackberry Bold.
I know it is Microcell causing this as when I power off the Microcell and make calls on the Macro network I don't experience this issue.
I checked the connection that the Microcell is using and there is no known delay and bandwidth is more than enough (~20M up and ~3M down).
Any thoughts or suggestions?
Note that the Microcell was one of the first ever releases so is about four years old, not that should really matter.
OttoPylot
ACE - Expert
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24.2K Messages
10 years ago
Has you ISP done any upgrades or did you upgrade your service? Typically, voice quality issues are caused by something your ISP has done or is doing. If you've had no problems for 3 years and all of a sudden both of your phones are having issues, I'd check first with your ISP to see if they are performing any maintenance or upgrades (provided they will tell you).
You can try a hard reset of your MicroCell to force it to go thru the Initial Activation process and re-negotiate its communication with the new phones. On the iPhone, you can also Reset Network Settings. I don't know what the equivalent is for the LG.
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Avedis53
Professor
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2.2K Messages
10 years ago
Other things to consider that could be causing your problem is not an upgrade by your ISP but a intermittent failure of their hardware. Things wear out. Connectors, splices, line amplifiers and such on your node can degrade with time and cause line quality problems. That you notice this only on incoming voice and not outgoing would make me think that this is probably not what is going on but it is something to think about.
Hardware connections within your home could also be faulty and cause this problem. Another thing to consider is other home network traffic. When you notice this problem, are there other devices on your home network that are using the internet at the same time? Video streaming, downloading, gaming and the like can eat up your available bandwidth and cause dropouts.
Most likely it is an ISP problem. I wouldn't hesitate to contact your ISP and have them come out to your house and test your line to see if they can detect excessive packet loss, jitter, or improper signal strength. That's where I would start anyway.....
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