Troubleshoot Google Voice call quality

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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 there’s enough bandwidth. For bandwidth support, optimize 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 Optimize your network for Google Voice.
• If you call from a mobile device, use your network carrier 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 you use the correct microphone or speakers. Learn how to change your microphone or speakers.
• Make sure your headset firmware is up to date. Check the manufacturer’s website for more info.
• Check your audio settings and make sure 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 HTML5, WebRTC, javascript, and any [*.]google.com cookies aren’t blocked.

Check your Chrome microphone & sound notification settings

1. Go to voice.google.com.
2. Next to the address bar, click the 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 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 your computer can receive calls

1. Go to voice.google.com.
2. At the top right, click Settings .
3. On 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 .
3. On 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. On the left of a web page address, click the lock .
3. Click Show connection details .
4. Click More Information.
5. Click the Permissions tab.
6. Under “Autoplay,” uncheck the box next to “Use Default.”
7. Click Allow Audio and Video.

Safari

1. Go to voice.google.com.
2. In the top left, click Safari  Settings for this website.
3. Next to “Auto-Play,” choose Allow All Auto-Play.

Other items to troubleshoot

• Turn Google Voice notifications on.
• Check your browser notification settings.
• Make sure computer notifications are turned on. Learn how to turn notifications on or off.
• Make sure the Chrome tab you use isn’t muted.

Troubleshoot missed or dropped calls

Your phone carrier’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
• Optimize 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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