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Tips for troubleshooting static /garbled audio in Vonage.
This article gives some checklists for basic troubleshooting when you get static/garbled audio in Vonage.
Vonage users can perform some basic troubleshooting themselves. Use this checklist if you are experiencing static or garbled audio. If your problem persists after completing these steps, please contact Vonage’s Customer Care. Going through this checklist will save you time on the phone.
What is static / garbled audio?
Static / garbled audio can be noises such as buzzing and crackling, or distortion where it sounds like the speaker is muffled or talking underwater.
Tips for resolving
- Ensure that all phone wires are solid and free from damage. Replace any wires that are torn or have loose connectors.
- Ensure that your Vonage device is at least four feet away from any other device.
- If your Vonage device and your phone are connected by an RJ-11 cable, replace the cable.
- Try a different phone. If the audio is better, the problem is with your phone.
- For corded phones, replace the phone cord that connects the base of the phone to the handset.
- For cordless phones, change the frequencies or channels on the phone.
- Test your device at another location where there is broadband connection available. This can help to see if it’s the device or some sort of electronic device in your house affecting the service.
Wireless routers and cordless phones – If you have a wireless router and a cordless phone, ensure all wireless devices and cordless phone bases are at least four feet away from each other.
Home wiring – If you are using home wiring:
- Ensure the land line has been disconnected in the Demarc box.
- Ensure there are no more than five phones connected through the house wiring. The signal fades as more phones are connected to house wiring.
- Test with one phone directly connected to your Vonage device. If this fixes the issue, there may be a problem with your house wiring.
Next step
If you have made it through this checklist and you are still experiencing an audio problem, contact Customer Care by phone: 1-VONAGE-HELP (1-866-243-4357).
Please have handy your account ID, phone number, name of your internet service provider (ISP), and model numbers for your Vonage device and any other devices in your network.
Understanding static/garbled audio
Static/garbled audio is usually the result of noise interference. Noise interference can come from devices such as radios, microwaves, satellite dishes, wireless routers, cell phones, TVs, and surge protectors.
There are two types of waves that are used to transmit phone calls: analog and digital. Analog waves are how our ears hear. Digital waves are what computers and other electronic devices use to translate information.
Noise interference only affects analog waves; therefore static / garbled audio can occur wherever analog waves are used in the system. To reduce this possibility, the only section of the telephone system that will use analog waves is from the phone port on the Vonage device to the telephone handset. No matter what setup you have, the signal has to get translated to analog waves at some point, or else you wound not be able to understand the sound coming out of the phone.
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