We’ve had more reports than usual of poor audio and call quality, such as choppy or robotic audio, one-way audio and dropped calls.
What we know Many of the reports we’ve looked at so far present as issues on the agents local network, however we’ve raised this with our network carrier and they have confirmed they are investigating problems with the connections between their network and the mobile networks.
We can’t yet say that the carrier issue is the cause of the extra reports. However, it started at the same time, so we think the two are likely to be linked. We’re pressing our carrier for updates, including how this might affect your calls.
What you can do If you’re having problems with call quality:
Check your internet connection. If you can, use a wired connection rather than Wi-Fi, and keep other heavy network use to a minimum during calls. Submit issue Reports from the VCC Agent Panel. These reports include data about your network and the signalling sent between us and help us link reports to the carrier investigation.
We will issue a follow up in 24 hours, or before if we receive any meaningful updates from our carrier partners.