If you’re 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’ll Need
The same computer which Aircall application is installed on or a computer connected to the same network (if you are using mobile app) used for Aircall Basic command line access (Command Prompt on Windows or Terminal on macOS) Router IP address (usually something like 192.168.1.1 or 192.168.0.1)
🕵️ Step-by-Step: Diagnose Your Network
Step 1: Find Your Gateway IP (Router)
On Windows:
Press Windows + R, type cmd, then hit Enter. Type:
ipconfig
Look for the line labeled Default Gateway — this is your router’s IP address.
On macOS:
Open Terminal. Type:
netstat -nr | grep default
The IP address listed is your router.
Step 2: Run Ping Test to Your Router
This will help identify if there are issues inside your local Wi-Fi or LAN.
In Command Prompt / Terminal:
ping [your router IP] -n 30 # Windows ping [your router IP] -c 30 # macOS
Example:
ping 192.168.1.1 -n 30
You’re looking for packet loss or high latency (over 10ms average) — both are signs of a Wi-Fi or local issue.
Step 3: Run Ping Test to the Internet (Google)
Next, check your external connection by pinging Google’s public DNS server:
ping 8.8.8.8 -n 30 # Windows ping 8.8.8.8 -c 30 # macOS
How to Analyze Results
| Test Target | Result | What It Means |
|---|---|---|
| Router | High latency / packet loss | Problem with your Wi-Fi signal or local interference |
| Google (8.8.8.8) | High latency / packet loss | Issue with your Internet provider |
| Router = OK, Google = High latency | Likely an ISP issue | |
| Both = High latency | Could 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 2.4GHz networks — use 5GHz if supported.
If the issue is with the ISP:
Restart your modem/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’re still facing call problems, reach out to Aircall Support. We’re here to help!