If you experience audio interruptions during a call, please try each solution below, which includes checking your network and headset.
Use our recommended USB-connection type headset
Wireless headsets (e.g. Bluetooth) and earphone microphones are sensitive to surrounding radio wave congestion, so we recommend customers use USB-connection type headsets. We recommend you use the USB-connection type headset (made by Logicool) with the noise-canceling feature. (This headset costs around 2,000 to 3,000 JPY.)
Check the connection between the headset and the computer
Sound interruptions can be caused by the contact or connection problem between the computer and the headset.
To determine the cause of the problem, disconnect the headset from the computer and test the call using the computer's built-in microphone and speakers. After the call, please check the results and continue according to the chart below.
If there may be a problem with your network environment, please also try the solutions in Reduce network congestion or Reduce the load on your computer.
Reduce network congestion
Congestion on your network may be causing problems to the quality of the call (Speed, latency, and jitter: variation in the time takes to connect). If network congestion is the problem, please try the following solutions.
- Connect using a wired LAN instead of a wireless LAN (Wi-Fi). Compared to Wi-Fi, wired LAN is more resistant to network congestion and tends to provide communication with lower latency.
- When multiple Wi-Fi access points (such as guest Wi-Fi) are available, connect to other access points. If the network is congested, you may be able to avoid congestion by connecting to the access point with less congestion.
- If you are using Wi-Fi, disconnect the network, then reconnect. When multiple access points are set up in the office, the connection may have been established to a far access point, which can occur in a rare case. You may be able to connect to a nearby access point by disconnecting, then try reconnecting again. (For Windows 10, try setting to Airplane Mode before disconnecting. For macOS, select Turn off Wi-Fi from the icon in the upper right corner of the screen, then try to reconnect.)
If all of the above does not resolve the issue, there may be a problem with the performance of your network equipment, or with the speed of your internet connection. For this case, please contact your network administrator and also provide them the information of Notice for using MiiTel.
- Communication quality can vary day by day. Even within a day, the quality might drop. We recommend customers to conduct speed tests on a regular basis to constantly check the congestion status.
- For customers that are still concerned with the call quality, you can also try making a call to the MiiTel test number (
050-5212-6308: Calling from MiiTel is free) to check if you can hear the audio guidance, or check if your voice can be heard by the other person (by making a test call). By making a test call, you will be able to check the communication quality before using the service.
Reduce the load on your computer
If your computer is under a heavy load, such as having many browser tabs or applications open, or downloading and uploading large files at the same time, the quality of your calls might drop. For this case, you may be able to resolve the issue by trying the following solutions.
- Close unnecessary tabs
- Close unnecessary applications
- Close any processes or tasks that are causing the heavy load on the computer (such as updating the OS or applications, or anti-virus scanning)
- Restart the computer
Check the power of the router
- Unplug the power of your router and then try to reconnect.
- If you are connecting the router to the power strip or other similar tools, the router may not have enough power to operate, and the functions may become unstable. Please try connecting the router directly to the power outlet.