Call Quality & Audio Issues

If your Wiley phone calls sound choppy, robotic, or have echo, the problem is almost always related to your internet connection. Here's how to diagnose and fix it.

Quick Summary

• Choppy or robotic audio = internet bandwidth issue. Move the phone closer to your router or reduce network congestion.
• Echo = usually the other person's device, not yours. Ask them to lower their volume.
• One-way audio (you can hear them but they can't hear you, or vice versa) = SIP/network issue. Reboot the phone.
• No audio at all = check the handset connection and reboot.

Troubleshooting by Symptom

Choppy or Robotic Audio

Cause: Not enough internet bandwidth reaching the phone, or WiFi signal is weak.

Fixes:

1. Move the phone closer to your router. Even one wall between the phone and router can weaken the signal.
2. Reduce network congestion. If someone in your house is streaming video, gaming, or downloading large files, it can affect call quality. VoIP calls need very little bandwidth, but they need it consistently.
3. Check your internet speed. Wiley calls need at least 100 Kbps upload and download. Most home internet connections far exceed this, but if you're on a very slow plan, it may not be enough during peak usage.
4. Restart your router. Unplug it for 30 seconds, then plug it back in. Wait for it to fully restart before testing.

Echo

Cause: Usually the other person's device, not your Wiley phone. Echo happens when the other person's speaker plays audio back into their microphone.

Fixes:

1. Ask the other person to lower their speakerphone volume.
2. Ask them to use a handset instead of speakerphone.
3. If the echo is on your end, try lowering your Wiley phone's volume.

One-Way Audio

Cause: A SIP or firewall issue preventing audio from flowing in one direction.

Fixes:

1. Reboot the phone — unplug for 10 seconds, plug back in, wait 3–5 minutes.
2. If the issue persists, go to Settings in the portal and use Sync/Repair.
3. Check that your router doesn't have an overly aggressive firewall. SIP phones need certain ports open to work properly.

No Audio at All

Cause: Hardware issue or complete SIP failure.

Fixes:

1. Make sure the handset is fully plugged in to the phone.
2. Try using the speakerphone to see if the issue is with the handset.
3. Reboot the phone.
4. If no audio at all even after a reboot, contact support.

General Tips for Better Call Quality

• Place the phone in a central location in your home, close to the WiFi router.
• If possible, use the 2.4 GHz WiFi band — it has longer range than 5 GHz, even though 5 GHz is faster.
• Avoid placing the phone near microwaves, baby monitors, or cordless phones — they can interfere with 2.4 GHz WiFi.
• If you experience consistent issues, consider connecting the phone to your router via ethernet cable for the most reliable connection.