Why Can’t My Caller Hear Me or Why Can’t I Hear My Caller?

One of the more common problems when making and receiving VoIP calls is when a call connects, but one or both parties hear no audio. When determining the cause of one-way audio, it is essential to determine if the issue occurs on one or more phones. If the problem occurs on one phone, the underlying cause can vary from hardware to network configuration. Common symptoms of one-way audio include:

  • Inbound audio cuts out
  • Outbound audio cuts out
  • Inbound and outbound audio cuts out
  • Calls drop and reconnect

It is essential to verify the integrity of the local network first when troubleshooting one-way audio. VoIP devices require an upload and download speed of 0.1 Mbps. Computers and connected devices such as wirelessly connected cellular phones, printers, etc. need an upload and download speed of 0.3 Mbps. Verify that Jitter is no higher than 15 – 20 ms, and there is 0% packet loss. To run the Nextiva Network Quality Speed Test, click here. Compare the results with the chart below.

Recommended Network Quality Speed Test Results


Firewall Access Rules control the flow of inbound and outbound Internet traffic from the local network to the public Internet. Both routers and firewalls use access rules to control traffic and verify the source and destination addresses are permitted to send and receive traffic on the local network.

Nextiva recommends that a local Network Administrator whitelist the following rules in the firewall:

Recommended Nextiva Firewall Access Rules


Need additional help? Click here.

Was this article helpful?