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.

Make sure that your device is selected to receive calls

1. Open the Voice app .
2. At the top left, tap Menu  Settings.
3. Under 'Calls', tap Incoming call options.
4. Under 'My devices', turn on any devices where you want to receive calls.

Turn off Do Not Disturb on your phone and the Voice app

• In your phone’s settings, disable Do Not Disturb.
• Open the Voice app .
• At the top left, tap Menu  Settings.
• Under 'Do Not Disturb', turn off Do Not Disturb.

Allow Google Voice notifications when iOS Focus mode is enabled

Focus mode may block notifications for:

• Messages (SMS)
• Missed calls
• Voicemail

1. On your iPhone or iPad, go to Settings Focus.
2. Select your Focus.
3. Under Allowed notifications, select Apps or Add app Google Voice app Done.

Tip: When in Focus mode, make sure that the Google Voice app is in your 'Allowed notifications'.

Other items to troubleshoot

• Check your device notification settings. Learn how to turn notifications on or off.
• Check for third party or call blocking apps that could interfere with Google Voice. 
• Check your phone caller ID and spam protection settings.

Troubleshoot missed or dropped calls

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

• Remove inactive linked phones from your Google Voice account. Learn how to set up phones to receive calls.
• Use Google Voice as your voicemail provider. Learn how to send your mobile phone calls to Google Voice voicemail.
• Turn on call screening in Google Voice settings. Learn how to screen your Google Voice calls.
• If you don’t receive some calls, some numbers may be accidentally blocked.

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

Related articles

• Change your microphone or speakers
• Optimise your network for Google Voice
• Set up phones to make and receive Google Voice calls
• Send your mobile phone calls to Google Voice voicemail
• Screen your Google Voice calls
• Turn notifications on or off

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