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Fix choppy or broken call audio in Connect

Updated 12 October 2026

Connect calls and meetings send live audio and video over your internet connection. Some networks — especially coffee shop, hotel and airport Wi-Fi — slow down or damage that traffic, so a call can break up even though web pages load fine. Connect watches for this during every call and tries to fix it on its own.

Steps

  1. If a yellow banner says Your connection is unstable, so the call may break up, the problem is the network you are on, not the app or the other person.

  2. Wait a few seconds. If it lasts, Connect switches the call to a more reliable connection by itself and shows Your network is struggling — switching to a more reliable connection…. The call reconnects; you stay in it.

  3. If the banner comes back (Your connection is still unstable), switch to mobile data or a different Wi-Fi network. Turning on your phone's hotspot and joining from it usually fixes it straight away.

  4. If the other person hears background noise from your side (traffic, fans, people talking), check that Noise cancellation is switched on. Select the arrow next to the microphone button. The switch is below the list of microphones and is on by default. On a narrow window, such as a phone, it is under More instead.

  5. If calls keep failing on your office network, ask whoever manages it to allow Connect calls through the firewall (outbound access to *.livekit.cloud and *.turn.livekit.cloud, at least on port 443).

Good to know

  • Noise cancellation (Krisp) filters background noise out of your microphone before it is sent. It is on by default on the web. Turn it off if you are playing music or an instrument, because it treats music as noise. Your choice is remembered on that computer and browser.
  • The Noise cancellation button does not appear in browsers that cannot run it, such as Safari older than 17.4. Calls there use the browser's own noise suppression. In the Connect app (version 1.0.2 or later), Noise cancellation is a switch under More during a call, on by default. Older versions of the app use the phone's own call audio processing.
  • Connect keeps an eye on the quality of your connection during the call. It switches only after your connection has been rated poor for about 10 seconds, so a short hiccup doesn't interrupt you.
  • The switch happens at most once per call. It sends the call through an encrypted connection on the same port as secure websites (443), which restrictive Wi-Fi usually lets through, at the cost of slightly more delay.
  • Headphones help, especially on a laptop in a noisy place. They stop the other person's voice leaking from your speakers back into your microphone, which can make both sides sound clipped.
  • The automatic switch to a more reliable connection works the same in Connect on the web and in the Connect app (iPhone and Android), including when you join from a call invite link.
  • The banner and the switch only look at your own connection. If the other person's network is the problem, only they see the banner and only their call switches; yours stays as it is.
  • In a one-to-one call, if the other person leaves or loses their connection, Connect waits about 20 seconds for them to rejoin before it ends the call. So asking someone to leave and rejoin to fix their audio does not end the call for you. If they don't come back within that time, the call ends. You can also hang up yourself at any time.

Still stuck?

Open Support from your profile menu in Rentibly, or email hello@rentibly.com — we answer fast.