Poor call quality with your own broadband
Guide reference: HG-0084
Quote this reference if you contact us about this guide.
Approx. 4 min read
Fix crackling, choppy, or one-way audio when you use our telephone adapter with your own internet. C
Don't worry about crackling, choppy words, or only hearing one side of a call. When you use your own broadband, poor audio is often your internet, router settings, or cables at home.
Quick answer
Check adapter cables at Phone1, pause streaming during calls, turn off SIP ALG in your router, and contact your broadband provider if your internet is slow or drops out.
More detail
This guide is for customers who use their own broadband with a telephone adapter from Simple Telecoms.
Crackling or static often means a loose cable between Phone1 and your phone. Push plugs in firmly or try another phone cable.
Choppy or missing words often mean your internet is busy or slow. Streaming video, downloads, and many devices online at once can affect calls.
One-way audio means you hear the other person but they cannot hear you, or the other way around. This can be caused by slow upload speed, SIP ALG, or a faulty handset.
Echo is often volume too high or speakerphone use. Lower your handset volume.
SIP ALG in your broadband router can cause poor call quality as well as missed incoming calls. Turn it off. See Incoming calls not ringing (your own broadband)
We do not configure Quality of Service on routers we did not supply. Ask your broadband provider if they can prioritise phone traffic on your line.
Step-by-step checks
-
During a test call, note the problem: crackling, choppy words, one-way audio, or echo.
You should know which symptom to report if the fault continues.
-
Push the handset adapter firmly into Phone1 and into your phone. Swap in a spare phone cable if you have one.
Cables should click in with no gap at the sockets.
-
Try a different home phone on Phone1 if crackling affects only one handset.
You should know whether the fault follows the phone or the line.
Lower handset volume and avoid speakerphone if you hear echo.
Pause streaming, downloads, and online gaming during test calls.
-
Run a speed test on your broadband while a call problem happens. Contact your broadband provider if speeds are far below what you pay for.
You should know whether slow internet may be causing choppy or one-way audio.
-
Confirm the adapter connects to your router with a network cable, not over Wi-Fi.
The network cable should run from the adapter to a LAN port on your router.
-
Turn off SIP ALG in your router, restart the adapter and router, then test again.
Call quality should improve after SIP ALG is off and both boxes have restarted.
Note whether problems happen at the same time of day when reporting.
Common mistakes
- Reporting a phone fault to Simple Telecoms when the home internet was down or very slow.
- Looking for SIP ALG on the telephone adapter instead of in the broadband router.
- Testing call quality while someone is streaming HD video in the same home.
Things to know
- See Poor call quality on calls for guides on other Simple Telecoms products.
- See Incoming calls not ringing (your own broadband) if incoming calls fail completely.
- See Digital home phone with your own broadband for adapter setup.
- See Reset your phone equipment for a safe adapter restart.
Frequently asked questions
They hear me but I cannot hear them?
Often slow download speed or SIP ALG. Turn off SIP ALG and check internet speed with your broadband provider.
I hear them but they cannot hear me?
Often slow upload speed. Ask your broadband provider to check upload on your line.
Only bad in the evening?
Neighbourhood congestion on your broadband is possible. Note the times when reporting.
Can Simple Telecoms fix my router?
No. We support the adapter and phone service only.
Still not working?
If call quality is still poor after these checks and SIP ALG is off, report a fault online. Say you use your own broadband and describe crackling, choppy, or one-way audio.