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Troubleshoot Google Voice call quality

You can use Google Voice to make and receive phone calls and text messages on your mobile device and computer. 

Poor call quality – such as trouble hearing calls or calls not ringing – comes from issues related to:

  • Your audio devices
  • Your computer browser settings
  • Your mobile device app settings
  • VPNs (virtual private networks)
  • Security software
  • The Internet

Check your Internet settings

  • If possible, use a wired Ethernet cable for a better Internet connection.
  • Test your Internet speed to make sure that there’s enough bandwidth. For bandwidth support, optimise your network for Google Voice.
  • If you’re near your router, use the 5 GHz Wi-Fi band instead of the 2.4 GHz band. 
  • If you’re not near your router or there are obstructions, like walls, between your router and device, the 2.4 GHz band may perform better.
  • Avoid firewalls or security devices for Google Voice calls. Devices that inspect or alter Google Voice calls can interfere with calls. For information, go to Optimise your network for Google Voice.
  • If you call from a mobile device, use your network operator instead of the Internet to make calls. Set up phones to make and receive calls.

Check your VPN settings

  1. Turn off your VPN.
  2. Make a Google Voice call. 
  3. If the call quality is fixed, turn off your VPN before you make future Google Voice calls.

Tip: You can also ask your VPN service provider to change your settings so your Google Voice calls bypass the VPN.

Troubleshoot Google Voice on a computer

Important: Google Voice calls on desktop are only supported on the latest versions of Mozilla Firefox, Google Chrome, Microsoft Edge and Safari.

Check your audio devices

  • Make sure that you use the correct microphone or speakers. Learn how to change your microphone or speakers.
  • Make sure that your headset firmware is up to date. Check the manufacturer’s website for more info.
  • Check your audio settings and make sure that no other software has exclusive access to your speaker, microphone or headset.
  • Other programs may block Google Voice from your device.

Check your computer security software

  • If your computer has security software, review permission settings for Google Voice and your Internet browser.
  • Make sure that HTML5, WebRTC, javascript and any [*.]google.com cookies aren’t blocked.

Check your Chrome microphone and sound notification settings

  1. Go to voice.google.com.
  2. Next to the address bar, click the lock Lock.
  3. Next to 'Microphone', select 'Allow' from the drop down.
  4. Next to 'Notifications', select 'Allow' from the drop down.

Check your Google Voice microphone, ringing and speaker settings

  1. Go to voice.google.com.
  2. At the top right, click Audio settings "" .
  3. Select the devices that you want to use for your microphone, ringing and speakers.
Optional: You can click 'Test' to test your microphone, ringing and speaker settings.

Troubleshoot calls not ringing

Make sure that your computer can receive calls

  1. Go to voice.google.com.
  2. At the top right, click Settings Settings.
  3. At the left, click Calls.
  4. Under 'My devices', turn on Web.

Turn off 'Do not disturb'

  1. Go to voice.google.com.
  2. At the top right, click Settings Settings.
  3. At the left, click Do Not Disturb.
  4. Turn off Do Not Disturb.

Allow 'Sound' from your Internet browser 

Chrome

  1. Paste chrome://settings/content/sound into your address bar.
  2. Turn on Allow sites to play sound.
  3. Then, next to 'Allow', click Add.
  4. In the pop-up window, enter voice.google.com.
  5. Click Add.

Firefox

  1. Go to voice.google.com.
  2. At the left of a web page address, click the lock Lock.
  3. Click Show connection details and then.
  4. Click More Information.
  5. Click the Permissions tab.
  6. Under 'Autoplay', untick the box next to 'Use default'.
  7. Click Allow audio and video.

Safari

  1. Go to voice.google.com.
  2. At the top left, click Safari and then Settings for this website.
  3. Next to 'Auto-play', choose Allow all auto-play.

Other items to troubleshoot

Troubleshoot missed or dropped calls

Your phone operator's voicemail may answer the call. To prevent this:

Tip: To check your Google Voice spam folder, go to Menu Menuand then  Spam. If the number is blocked, unblock the number.

Related articles


Google, Google Workspace and related marks and logos are trademarks of Google LLC. All other company and product names are trademarks of the companies with which they are associated.

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