How to resolve poor call quality issues

To resolve certain issues you may experience during your calls, follow the steps provided in the proposed solutions.

Note that if you’re using a cordless phone, the problems may be caused by interference. Make sure the base of your wireless phone is not near a microwave or Wi-Fi router, for example. You can also change the wireless channel used on your phone base. Consult the manufacturer’s user guide as needed.

Finding the source of call drops

1. Check if all phones or phone jacks are affected in order to isolate the problem.
2. Connect a phone directly to your modem, then make a call to see if the problem persists.
3. If the call drops stop, the problem comes from your home’s internal telephone wiring. If not, repeat the test using another telephone wire and a fixed-line telephone (if possible).
4. If the problem persists, the modem or the network may be at fault. Contact our Technical Support.

Solutions for eliminating background or electrical noise

Improve the quality of your calls with the following tests.

Background noise (crackling, static, etc.)

1. Unplug all your home phones and check the individual jacks with a fixed-line phone, if possible, to see if the problem is with a particular phone jack, the wiring inside the home, or a faulty phone.
2. If you notice that the background noise gets increasingly louder during your phone conversation, the problem may be caused by a short-circuit.
3. Make sure to turn off any sources of interference (e.g., wireless router, microwave, etc.) or move them away from the modem or phone.
4. Connect a phone directly to your modem, then make a call to see if the problem persists. If the noise stops, the problem comes from your home phone’s internal wiring.

Electronic noise

1. Disconnect the modem from the wall socket.
2. If the noise disappears, plug the modem into a different socket.

You can contact Technical Support at any time to have the telephone wiring in your home checked, or if you are unable to identify the source of the problem. Please note that some charges may apply if a technician must visit your home to fix the problem.

Solutions for eliminating echoes during calls

1. Check if the problem occurs on all your telephones.
2. If the problem occurs only with one telephone, the volume may be too high. Lower it and see if the problem persists.
3. If it is very loud where you are, try reducing the noise in the room or move to another room.
4. Avoid talking in front of a large obstacle, such as a wall or refrigerator, as the sound may bounce back into the phone.
5. If you can still hear the echo, contact Technical Support.

Solutions for music or other voices heard during calls

With a cordless phone

Cordless phones use public frequencies. Many devices (wireless router, radio transmitter, etc.) transmit information over the same frequencies. Your neighbours may be using a cordless telephone on the same frequency as you. A shared frequency may cause musical or voice interference on your telephone line.

To fix the problem:

1. Try changing the frequency channel on your cordless telephone. If you don’t know how to, refer to the manufacturer’s user guide.
2. If the problem persists, try using a fixed-line telephone.

With a fixed-line phone

1. Check if the problem occurs with all phones or jacks.
   • If the problem is limited to just one telephone, it is likely that the telephone is defective or incompatible.
   • If the problem occurs with just one telephone jack, it is likely that the jack is defective.
2. If the problem occurs with all phones or jacks, connect a fixed-line phone directly to the modem.