How to Fix Bad Call Quality in GoHighLevel

Poor call quality can hinder effective communication with leads and clients. This article provides guidance on identifying and resolving VoIP call issues within a HighLevel, covering troubleshooting steps for devices, network connections, and software configurations.

What is Bad Call Quality?

Low call quality in HighLevel can negatively affect customer interactions, reduce agent efficiency, and hinder smooth communication. Identifying the root causes—such as choppy sound, one-way audio, or dropped connections—is essential for troubleshooting and maintaining dependable VoIP performance. These problems typically stem from unstable internet connections, device conflicts, or incorrect network settings. Since HighLevel relies on internet-based calling, even small issues in your local environment can significantly impact the quality of your calls.

Key Benefits of Fixing Bad Call Quality

Resolving poor call quality issues helps maintain professional communication, reduce frustration for both agents and clients, and protect your brand reputation. A stable calling environment improves team efficiency and enhances the customer experience.

Increased Call Reliability: Reduce dropped calls and ensure smooth conversations.
Better Customer Experience: Clients can hear you clearly, improving satisfaction and trust.
Improved Team Productivity: Agents spend less time troubleshooting and more time engaging leads.
Reduced Missed Opportunities: Stable calls prevent communication gaps that could cost sales.
Professional Brand Image: Crisp audio reflects well on your business and builds credibility.

How to Fix Bad Call Quality

Diagnosing and resolving call quality issues ensures smoother operations and more effective communication. By methodically troubleshooting your environment—devices, network, and software—you can eliminate the most common causes of poor VoIP performance in HighLevel.

Use a Wired Internet Connection: Wi-Fi is more prone to packet loss and instability. Connect your device directly to your modem/router via Ethernet.
Close Bandwidth-Heavy Applications: Streaming services, file downloads, and cloud backups can affect VoIP quality. Pause or close them during calls.
Restart Your Router and Modem: Power cycling can fix minor internet stability issues. to do this, unplug the power cable from your router and modem, wait 30 seconds then plug them back in and wait for full reconnection
Update Your Browser or App: Outdated browsers or HighLevel apps may cause compatibility issues. Ensure Chrome or the desktop app is updated to the latest version.
Use the HighLevel Web App in Google Chrome: Google Chrome provides the most stable VoIP performance with HighLevel. Avoid other browsers or mobile web access for calling.
Use Headphones with a Built-In Microphone: Headsets reduce echo and improve microphone quality. Avoid using laptop speakers/mics for professional calls.
Third Party Apps: Some extensions or software can conflict with audio settings or eat up bandwidth. Disabling them helps identify the root cause of bad call quality.
Check Device and Network Compatibility: Ensure your internet speed and hardware meet VoIP standards. The recommended minimum speed is 5 Mbps upload/download.

Check for Firewall or Port Blocking: Some firewalls block SIP traffic. Ask your IT team to ensure UDP Ports 10000–20000 are open
Contact HighLevel Support: Still having issues? Open a support ticket with call logs and setup details.

Advanced Troubleshooting: Jitter, Latency & Packet Loss

Beyond basic internet issues, advanced VoIP problems often stem from network jitter, latency, and packet loss. Understanding these terms helps IT teams and power users identify deeper connectivity issues affecting HighLevel call performance.

Jitter: Irregular delays in packet delivery. Aim for less than 30ms.
Latency (RTT): Delay between when a sound is sent and heard. Target under 150ms.
Packet Loss: Lost voice data during transmission. Should always be 0%.

Interpreting Call Quality Error Codes

HighLevel automatically detects and displays network issues affecting call quality in real time. Understanding these error codes helps you quickly identify the root cause of audio issues—whether you’re using the Web App or Mobile App—so you can apply the correct fix faster.

Web App Error Codes

During a live call, you may see a call error indicator at the top of your HighLevel dashboard. Below are the most common error codes and what they mean:

high-rtt: High round-trip time indicates network latency. Calls may sound delayed or out of sync.
high-jitter: Jitter refers to inconsistent packet delivery. This may cause audio crackling or robotic voices.
high-packet-loss: When voice data is lost during transfer, calls can sound choppy or cut out completely.

Mobile App Error Notifications

The HighLevel mobile app (or LeadConnector/Whitelabel versions) will show real-time warnings when call quality is compromised. These alerts help users take action—like switching networks or pausing bandwidth-heavy apps—before the issue worsens.

high-rtt: We detect high round-trip time on this network.
high-jitter: You could experience choppy audio or crackling noises.
high-packet-loss: Some audio may be missing or distorted.
low-mos: Indicates a low Mean Opinion Score, signaling poor overall call quality.