Poor audio quality or unwanted background static is most often caused by poor network connectivity. This issue cannot always be resolved, especially if it is being caused by poor connectivity from the other party on the line or weak cellular network signal to your phone when you do not have access to Wi-Fi. However, if the issue is being caused by an unstable internet connection on the Wi-Fi network or router cache memory issues, the following steps may help solve your problem. We recommend that you refresh your router (if you are on a Wi-Fi network) or turn off your phone’s Wi-Fi connection completely and try a call through your cellular network (LTE or 5G) instead as this often provides a more stable connection.
To refresh your router connection
- Unplug your router’s cord from the wall
- Plug the cord back in
- Wait 1-2 minutes until all the lights are back up
To switch your phone’s internet connection from Wi-Fi to cellular
- Go to device settings from your phone’s home screen
- Look for Wi-Fi and turn the setting off
- Confirm your phone still has a cellular network connection by looking for the signal bars at the top right of the screen
Please note that if you are experiencing severe audio quality issues during a call while on a Wi-Fi network, we recommend switching off your phone’s Wi-Fi if you have access to a cellular data network. This may sometimes lead to a call being dropped while your phone makes the switch. If this happens, please make your call again and the issue should not remain as long as your cellular signal is strong.