Connection or device issues can sometimes affect call quality. Most calling problems are caused by network restrictions, especially Wi-Fi, firewall, or device settings.
This guide will help you quickly identify and fix the most common calling issues so you can get back to clear, reliable calls.
Before You Start (Quick Check)
Try these first — they resolve most issues:
Restart your device (turn it completely off for 30 seconds, then back on)
Restart your Wi-Fi router
Close other apps or browser tabs
Make a test call again
If the issue continues, follow the steps below based on what you’re experiencing.
Common Issues and Troubleshooting
1. Calls Drop or Disconnect Unexpectedly
What You May Notice
Calls end suddenly
Calls fail to connect
Frequent disconnections
Most Common Causes
Unstable internet connection
Weak Wi-Fi signal
Device performance issues
How to Fix it
Restart your Wi-Fi router and wait 60 seconds
Switch to another network (for example, a mobile hotspot)
Close other apps or browser tabs
Try a different device (mobile vs. desktop)
Restart the MoeGo app or refresh your browser completely
2. Static, Crackling, or Background Noise
What You May Notice
Static or crackling sounds
Background noise or feedback
Fuzzy or distorted audio
Most Common Causes
Speaker or microphone placement
Environmental noise
Network instability
How to Fix it
Use a headset or earphones
Turn off speakerphone
Make sure your microphone is not blocked
Move to a quieter environment
Switch devices (mobile or desktop)
Try a different network/phone hotspot if possible
3. Choppy, Robotic, or Breaking Audio
What You May Notice
Audio cutting in and out
Robotic or distorted voices
Intermittent sound drops
Most Common Causes
Internet jitter or packet loss
How to Fix it
Restart your router and wait 60 seconds
Switch between Wi-Fi and cellular data
Close CPU-heavy apps or browser tabs
Try another device
If it only happens with one client, contact support
4. One Person Can’t Hear the Other (No Sound)
What You May Notice
You can hear them, but they can’t hear you (or vice versa)
No audio on either side
Most Common Causes
Microphone permissions
Mute or hold enabled
Network restrictions
How to Fix it
Check microphone permissions for the MoeGo app or browser
Make sure neither side is muted
Confirm the call is not on hold
Switch networks and devices （hotspot/WiFi, switch desktop/phone)
Restart your device (complete power cycle for at least 30s)
5. Delayed or Out-of-Sync Audio
What You May Notice
Long pauses before hearing responses
Conversations feel “out of sync”
Most Common Cause
Network latency
How to Fix it
Restart your router
Test another internet source (hotspot or different Wi-Fi)
Close other apps or browsers
Test on another device
Check if the issue happens with only one client
6. Echo or Feedback During Calls
What You May Notice
Hearing your own voice
Echo after speaking
Feedback loops
Most Common Causes
Speakerphone enabled
Volume too high
Microphone too close to speakers
How to Fix it
Turn off speakerphone
Lower your volume
Make sure the microphone isn’t covered
Use a headset/earphone
Restart your device
7. Unable to receive Calls
What You May Notice
Incoming calls do not appear
Calls from clients are not coming through
Most Common Causes
Notifications are turned off
Unstable or restricted network connection
How to Fix it
Make sure notifications are enabled for the MoeGo app on your device
Restart your device
Try a different internet connection (a mobile hotspot or another Wi-Fi network)
Test on another device (desktop vs. mobile app)
General Network Troubleshooting (Recommended)
Improve Connection Stability
Restart your router (power off for 30 seconds)
Switch networks (Wi-Fi or hotspot)
Close all bandwidth-heavy apps or browser(video streaming, downloads)
Use a wired Ethernet connection when possible
Test Your Network
Run a quick test: https://networktest.twilio.com/
Aim for strong, stable upload and download speeds
Router Optimization (optional)
Enable QoS (Quality of Service) in router settings
Set Voice / VoIP traffic to High or Highest Priority
Place your router:
In a central location
Elevated off the ground
Away from walls, metal objects, or electronics
When to Ask Your IT or Network Team for Help
Some networks restrict or block voice traffic, which can impact call quality or prevent calls from connecting. Please involve your IT or network team if you are using any of the following:
Company VPN
Office or corporate Wi-Fi
Public or shared Wi-Fi networks
If you are on one of these networks, it may be the source of the issue.
How to confirm
Try switching to a different network (for example, a mobile hotspot) and place a test call.
If the call works on the new network, the issue is very likely caused by firewall rules or network restrictions on the original network.
If the issue continues, further troubleshooting may be needed.
Resources for IT teams
Your IT or network team can use the links below to review and configure the required firewall settings:
Twilio Voice firewall requirements:
https://www.twilio.com/docs/voice/sdks/network-connectivity-requirements#firewall-configurationNetwork connectivity test:
https://networktest.twilio.com/
Device Troubleshooting Tips
Improve Performance
Close background apps and browsers
Restart your device
Update the MoeGo app to the latest version
Try another device (desktop vs. mobile)
Improve Audio Quality
Keep microphone uncovered
Avoid speakerphone when possible
Use a headset for best results
Sit in a quiet environment
When to Contact MoeGo Support
Please contact our support team if:
Issues continue after trying all steps above
Problems happen with multiple clients
Call quality impacts your business
Switching devices or networks doesn’t help
To help us assist you faster, please include:
What happened (e.g. call dropped, no audio, echo)
When it happened (time of day)
Whether it happens with one client or many (please provide client example)
Network type (Wi-Fi, hotspot, VPN）
Your network test result via https://networktest.twilio.com/
Steps you’ve already tried
Business impact (how often, how severe)