What is Latency?

Latency is the amount of time it takes a packet of data to move across a network connection. When a packet is being sent, there is “latent” time, when the computer that sent the packet waits for confirmation that the packet has been received. Latency and bandwidth are the two factors that determine your network connection speed.

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 recommended routers here.

  • Perform a Bandwidth test. Each phone has a 100kb upload and 100kb download requirement to work properly.

For Static, Echo, Garbled

  • Look at the physical connection between the phone and the ethernet cord.
  • For handset devices, test if there is static when the call is on a speakerphone. If there is still static, the device may need to be replaced. Contact Nextiva sales for a replacement device. 
  • If the call was successful 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 support@nextiva.com.

Need additional help? Click here.

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