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What is packet loss?

With any traffic over the Internet, information, including voice data/audio, travels in packets for fastest results. Packet loss occurs when one or more packets of data traveling across a computer network fail to reach their destination. Packet Loss should always be zero when VoIP phones are in use.

Jitter, Latency and Packet Loss can cause the following issues: Choppy audio, Delayed or Dropped calls, Static or Garbled audio. 

What can you do to resolve these issues? 

For Choppy/Dropped/Delayed:

  • Check to make sure your connection is stable.
  • Use a router recommended by Nextiva, proven to provide good QoS.Here is a list of recommend routers here.

  • Perform a Packet loss test. 

For Static, Echo, Garbled

  • Look at the physical connection between the phone and ethernet cord.
  • For handset devices, test if there is static when the call is on a speaker phone. If there is still static, the device may need to be replaced. Contact Nextiva sales for a replacement device. 
  • If the call was succesful with the speakerphone on, then the issue is likely the headset itself. Contact sales to receive a new headset. 

If you have any questions directly ask an Amazing Service Team member here or email us at

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