ARK Connect (phones)
Troubleshooting poor call quality
Choppy, echoing or one-way audio — how to narrow down the cause before raising a ticket.
Last reviewed 20 August 2026
Narrow it down first
- Does it affect one handset or everyone?
- Only calls to a particular destination, or all calls?
- Only at certain times of day — typically when the office is busiest?
- Only on Wi-Fi or mobile data, and fine on a wired handset?
Quick checks
- 1Swap the handset's network cable, and try a different socket.
- 2Try a different headset — crackling and one-sided audio is very often the headset or its cable.
- 3If it's a softphone on Wi-Fi, test the same call on a wired connection.
- 4Run an internet speed test and note the result, especially the upload figure.
When you raise the ticket, give us the time of a specific bad call, the number dialled and the extension used. We can then look at that exact call rather than searching blind.
Persistent quality problems across the whole office usually mean the internet connection is saturated or the network needs prioritising voice traffic. That's fixable — it's a configuration or bandwidth conversation, not something you should live with.
Still stuck?
Log it with the helpdesk and a real engineer will pick it up — or book a call if you'd rather talk it through.