Call quality issues can be frustrating, but not all call problems mean the same thing.
Understanding what type of issue you’re experiencing helps us determine what you can fix yourself and when escalation is needed.
First: Dropped Calls vs. Bad Quality Calls (Very Important)
Not all call problems are the same. Understanding whether you are experiencing a Dropped Call or a Bad Quality Call is important because each has different causes and is handled differently.
Key differences at a glance
Issue type | What happens | Typical signs | Most common causes |
❌ Dropped Call | The call ends suddenly | Call disconnects without you pressing “End” | Unstable internet, network handover, routing issues, recipient losing signal |
🔊 Bad Quality Call | Call stays connected, but audio is poor | Choppy sound, delay, echo, robotic voice, one-way audio | Weak connection, device audio settings, Data Saver mode, background apps |
What falls under Dropped Calls
Call disconnects mid-conversation
Call drops while trying to connect
Call ends when switching between Wi-Fi and mobile data
Call disconnects when moving between locations (e.g. elevators, tunnels)
💡 Dropped calls are often linked to connectivity or routing issues and may require supplier investigation if they happen repeatedly.
What falls under Bad Quality Calls
Call connects, but the sound cuts in and out
Long delay between speaking and hearing
Echo (hearing your own voice)
Robotic or distorted audio
One-way audio (only one person can hear)
💡 Bad quality calls are usually caused by local device, audio settings, or network conditions, not call routing.
Why this difference matters
Dropped calls → more likely related to network stability or routing
Bad quality calls → usually fixable on the device or network level
Correct classification helps:
Fix issues faster
Avoid unnecessary escalations
Identify real routing problems when they exist
❌ Dropped Calls (Easy to Identify)
A dropped call means the call ends suddenly without you pressing the end button.
What this looks like
Call disconnects mid-conversation
Call drops while ringing or connecting
Call ends when switching networks (Wi-Fi ↔ mobile data)
Call drops when moving between locations (elevators, tunnels, travel)
Most common causes
Unstable internet connection
Network handover issues
Recipient losing signal
Temporary routing problems
Dropped calls are more likely to be network or routing related and may require supplier investigation if they happen repeatedly across multiple networks.
🔊 Bad Quality Calls (Call Connects, but Audio Is Poor)
A bad quality call means the call stays connected, but the sound is unclear, delayed, or missing.
Bad quality calls usually fall into one of the categories below.
Neither You Nor the Recipient Can Hear Each Other
If both sides are silent, this is usually not a routing issue.
Why this happens
The microphone or speaker is not working
App permissions not granted
Headset or Bluetooth issues
Another app using the microphone
Data Saver / Low Data Mode enabled
What you can try
Disconnect any wired or Bluetooth headset
Use your phone’s built-in speaker and microphone
Check microphone permissions in phone settings
Record a voice memo to test the microphone
Close background apps using audio
Restart your phone
You Hear a Delay During a Call
A delay means you hear the other person a few seconds after they speak.
Why this happens
Slow or unstable internet connection
High network latency
Recipient’s weak network
Calls are routed through traditional telecom networks
What you can try
Switch between Wi-Fi and mobile data
Restart your router or move closer to it
Call a different number to compare
Retry at a different time of day
Echo During a Call
Echo happens when sound from a speaker is picked up by a microphone.
Why this happens
Speakerphone volume is too high
Headset or microphone feedback
Audio delay on weak networks
What you can try
Lower speaker volume
Avoid speakerphone
Use a headset
Ask the other person to do the same
Test with another contact
If ethe cho happens only with one specific person, the issue is usually on their side.
Data Saver / Low Data Mode (Very Common Cause)
Data Saver (Android) or Low Data Mode (iOS) limits background data and often causes:
No audio
One-way audio
Choppy sound
Delays
Dropped calls
This is one of the most common causes of bad call quality.
Android – What to check
Settings → Network & Internet → Data Saver → Turn Off
Or allow Unrestricted data access for Talk360
Ensure Background data is enabled
iOS – What to check
Settings → Cellular → Cellular Data Options → Low Data Mode → Off
Settings → Wi-Fi → ℹ️ → Low Data Mode → Off
Background App Refresh → On
Cellular Data → On
Menu names may vary slightly depending on the latest Android or iOS version.
Why Bad Quality Calls Usually Don’t Need Escalation
Most bad quality issues are caused by:
Device settings
Audio permissions
Network quality
Data-saving features
These issues are usually fixable without supplier involvement.
Why This Difference Matters (Support & Routing)
Not all call issues have the same cause, and identifying the right type of problem helps us resolve it faster.
How different issues are handled
Dropped calls
These may point to network stability or call routing issues and can require investigation with our telecom suppliers if they happen repeatedly.Bad quality calls
These are usually caused by device settings, audio configuration, or internet quality and can often be fixed without escalation.One-way or no audio
Most often linked to microphone permissions, headset issues, or Data Saver / Low Data Mode on the device.Delay or echo
Typically caused by network latency, speakerphone use, or audio setup, not call routing.
Why does identifying the difference helps
Knowing what kind of issue you’re experiencing allows us to:
Fix problems more quickly
Avoid unnecessary escalations to suppliers
Identify genuine routing issues when they exist
This ensures the right issue is handled in the right way, every time.
💬 Still Need Help? (Before We Escalate)
If your call issues continue after testing multiple networks and different recipients, our Support team can investigate further.
To help us resolve your issue faster, please contact Support via the app and include the details below.
What to share with Support
Type of issue
Are calls dropping, or is the call connected but poor quality?
Network used
Wi-Fi or mobile data
Data Saver / Low Data Mode
Whether it was enabled or disabled
Scope of the issue
Does it happen with all numbers or only one specific contact?
Providing this information helps us:
Quickly identify whether the issue is device, network, or routing related
Avoid unnecessary delays or back-and-forth
Escalate to our telecom suppliers only when truly needed
We’re happy to help and will guide you through the next steps 😊