No Audio or Microphone
If you're not getting any sound, or if someone can't hear you - check out our article on troubleshooting headset issues.
Poor Audio Quality
To understand what could cause audio quality to degrade, let's review the variables involved in making a call with Truly's VoIP service on the desktop app:
Your computer
Your network
Your audio device
The internet between you and Truly
Truly's service
The internet between Truly and the person you're talking to
The other person's network connection
The other person's audio device
That's a lot of variables. We've done what we can to ensure the best quality possible on our service, but there are a number of factors outside of our control. To do your part in improving your call quality, ensure you've followed our best practice guide for achieving high-quality calls.
If you're consistently experiencing poor audio quality while making calls from your computer, try downloading our mobile app on your cell phone. VoIP relies on a number of factors, but our mobile app bypasses many of those by placing the call directly from your cell service. If you're still having poor call quality after switching to the mobile device, contact Truly support.
Troubleshooting Process Flow
Following this process will help you troubleshoot audio issues. If you need additional help, contact Truly support.
