How to troubleshoot common call quality issues in Dialpad

If you’re using Dialpad for work calls and running into lousy audio, dropped calls, or weird delays, you’re not alone. VoIP is great—when it works. But when it doesn’t, it’s usually something basic, not a mysterious “internet gremlin.” This guide is for anyone who’s tired of vague advice and just wants clear steps to get Dialpad calls working smoothly.

1. Check the Obvious: Your Internet Connection

Let’s not overthink it. Call quality issues almost always start with your network.

  • Use a wired connection if you can. Wi-Fi is convenient but not always stable, especially if you’re far from the router or sharing bandwidth.
  • Run a speed test (like speedtest.net). You want at least 1 Mbps up and down for reliable calls, but more is better.
  • Ping test: Open Terminal or Command Prompt and run ping 8.8.8.8 -n 20 (Windows) or ping -c 20 8.8.8.8 (Mac/Linux). Anything higher than 100ms average, or lots of packet loss, is bad news.
  • Avoid heavy streaming or downloads during calls. Netflix and cloud backups eat bandwidth.

Pro tip: If your internet is slow or unreliable, no amount of software tweaks will fix call quality. Fix your network first.

2. Is It Just You? Or Everyone?

Before you start tweaking settings, make sure the problem isn’t on the other end.

  • Ask your teammates if they’re having similar issues. If everyone’s calls are bad, it’s probably a company-wide network issue or Dialpad service issue.
  • Try a different device or network (mobile hotspot, home vs. office) to see if the problem follows you.

If it’s just you, keep going. If it’s everyone, escalate to IT or check Dialpad’s status page (sometimes, it’s not your fault).

3. Restart Everything

Yes, it’s basic. But it works more often than you’d think.

  • Restart your computer and router. This flushes out stuck processes and resets connections.
  • Close unused apps and browser tabs—especially anything using your mic, webcam, or network.

4. Rule Out Hardware Issues

Bad call quality can come from hardware, not just software.

  • Try a different headset or mic. Cheap USB headsets usually work better than built-in laptop mics.
  • Plug directly into your computer—Bluetooth can drop out or lag, especially if other devices are nearby.
  • Check for dust or debris in ports and connectors. You’d be surprised what can mess up audio.

Don’t waste time troubleshooting Dialpad if your mic is physically broken or your headphones sound bad everywhere.

5. Update (or Reinstall) Dialpad

Outdated software can cause glitches.

  • Make sure you’ve got the latest version of the Dialpad desktop or mobile app.
  • If things are really wonky, uninstall and reinstall Dialpad. Sometimes files get corrupted or updates don’t apply cleanly.

6. Check Your Audio Settings

Dialpad (and your computer) can get confused about which mic or speakers to use.

  • Open Dialpad’s settings and make sure the right input and output devices are selected.
  • On Windows, go to Sound Settings. On Mac, go to System Preferences > Sound. Set your preferred mic and speakers.
  • Test your audio in another app (like Zoom or Voice Recorder). If it’s bad everywhere, it’s not a Dialpad problem.

Pro tip: Don’t use fancy “virtual audio drivers” or audio routing tools unless you know what you’re doing. They cause more problems than they solve.

7. Troubleshoot Network & Firewall Issues

Sometimes, your network is blocking Dialpad or messing with its traffic.

  • Are you on a company VPN? Try disconnecting. VPNs can slow things down or block VoIP traffic.
  • Firewall or security software can block Dialpad. Make sure the app is allowed through.
  • Advanced: If you’re technical, ask IT to whitelist Dialpad’s required ports and domains (see their help docs). But most home users won’t need this.

8. Look for Patterns: When and Where Do Issues Occur?

Is there a pattern to your call quality problems?

  • Only bad during certain hours? Could be network congestion (neighbors streaming, office backups, etc.).
  • Only certain contacts? Might be their end, not yours.
  • Only on Wi-Fi, not Ethernet? Wi-Fi interference is likely.

Keep notes. If you spot a pattern, you can fix the root cause instead of chasing symptoms.

9. Use Dialpad’s Built-In Diagnostics

Dialpad has basic diagnostic tools.

  • In the app, click your profile > App Settings > Diagnostics (location may vary by version).
  • Run a test call and review the diagnostics. Look for:
  • High latency (>150ms is noticeable)
  • Packet loss (>2% is bad)
  • Jitter (big swings in delay)

If you see red flags here, it’s almost always a network problem.

10. What to Ignore (Mostly)

Not every “optimization” is worth your time. Here’s what you can skip unless you know there’s a problem:

  • QoS settings on home routers: Unless you’re on a corporate network, fiddling with Quality of Service rarely helps.
  • Changing codecs: Dialpad picks the best one for your connection.
  • Exotic network tweaks: Most issues resolve by fixing basic bandwidth or device problems.

11. When to Contact Support (and What Info to Give)

If you’ve tried all this and calls still stink, it’s time to reach out to Dialpad’s support.

Before you do, gather this info:

  • Dates and times of problem calls
  • Were you on Wi-Fi, Ethernet, or mobile?
  • What device and OS?
  • Screenshots or logs from Dialpad’s diagnostics, if possible

Support reps love details. The more you can give, the faster they can help (and the less likely they’ll send you back to step one).

Quick Reference: Common Issues and Fixes

| Issue | Likely Cause | Quick Fix | |----------------------|------------------------------|----------------------------------------------| | Choppy or robotic audio | Bad connection, packet loss | Use Ethernet, restart router, close apps | | Echo or feedback | Wrong mic/speaker settings | Check audio settings, use headset | | Dropped calls | Flaky network, VPN interference | Use wired network, disable VPN | | Delay/lag | High latency, network congestion| Avoid peak hours, pause big downloads | | Can’t hear/ be heard | Wrong device selected | Re-select mic/speakers in settings |

Keep It Simple and Iterate

Call quality issues are frustrating, but most boil down to network or hardware basics. Don’t get lost in advanced settings or blame the app right away. Start with the simple stuff: check your internet, devices, and Dialpad’s settings. Iterate one step at a time—no need to fix what isn’t broken.

And remember: even the best software can’t fix a lousy connection. Get those fundamentals right, and you’ll save yourself a lot of headaches.