If you are experiencing poor call quality with Aircall such as choppy audio, delays, or dropped calls, one of the most common causes is network instability.

This article will help you determine whether the issue is related to your Wi-Fi (local network) or your Internet Service Provider (ISP) by running simple ping tests.

What you will need

  • The same computer where the Aircall Workspace appn is installed, or a computer connected to the same network (if you are using the mobile app)
  • Basic command line access: Command Prompt on Windows or Terminal on macOS
  • Your router IP address (usually something like 192.168.1.1 or 192.168.0.1)

Step 1: Find your gateway IP (router)

On Windows

Steps:

  1. Press Windows + R, type cmd, then press Enter.

  2. In the Command Prompt window, type:

    ipconfig
  3. Look for the line labeled Default Gateway.
    • This is your router’s IP address.

On macOS

Steps:

  1. Open Terminal.

  2. Type:

    netstat -nr | grep default
  3. The IP address listed is your router.

Step 2: Run a ping test to your router

This test helps identify whether there are issues inside your local Wi-Fi or LAN.

In Command Prompt / Terminal, run:

ping [your router IP] -n 30   # Windows
ping [your router IP] -c 30   # macOS

Example:

ping 192.168.1.1 -n 30

You are looking for:

  • Packet loss
  • High latency (over 10 ms average)

Both are signs of a Wi-Fi or local network issue.

Step 3: Run a ping test to the internet (Google)

Next, check your external connection by pinging Google’s public DNS server.

Run:

ping 8.8.8.8 -n 30   # Windows
ping 8.8.8.8 -c 30   # macOS

How to analyze results

You can interpret your tests using the table below.

Test targetResultWhat it means
RouterHigh latency / packet lossProblem with your Wi-Fi signal or local interference
Google (8.8.8.8)High latency / packet lossIssue with your internet provider
Router = OKGoogle = High latencyLikely an ISP issue
Both = high latencyBoth show high latencyCould be Wi-Fi interference or both problems

What to do next

If the issue is with Wi-Fi

  • Move closer to the router.
  • Restart your router.
  • Use a wired Ethernet connection if possible.
  • Avoid congested 2.4 GHz networks, use 5 GHz if supported.

If the issue is with the ISP

  • Restart your modem or router.
  • Contact your internet provider and report high latency or packet loss.
  • Consider upgrading your plan or using a business-grade connection.

Still having issues?

If your network looks good but you are still facing call problems, reach out to Aircall Support. We are here to help.