question

herb1 asked Dec 1, '16 mike commented Dec 5, '16

Long latency in calling from Europe to Europe

I am using the RingCentral App on my phone (Samsung) through the WiFi in my house.
The Speedtest gives me a 30MBs up and down.

When I talk to customers, there always is a delay in speech. People actually telling me "hey, you're probably using VOIP"

I should tell that I am in Europe, and my customers are also in Europe.

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mike answered Dec 1, '16

If you have good upload and download speed, then probably a good place to start is by running a tracerout to " sip.ringcentral.com" to see where in the system the latency is coming from. If you are not familiar with how to run the tracert, click the link below. When done you can take a screenshot and post it here if you wish.

How do I run a "tracert" (traceroute) report?

Or if you want a more detailed report you can also run a PingPlotter report.

QoS: running PingPlotter to isolation of QoS issues.

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herb1 answered Dec 2, '16

The tracert results:

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mike answered Dec 2, '16

Thanks Herb, Everything looks very good except that last hop to RingCentral.

Can you please use the button below to open a support case and include this same screenshot?

Sorry, I was unable to open a case for you. Your email address on the Community doesn't seem to match any account. Going forward, if you log into the Community with your RingCentral credentials, your Community posts will map over to the account with the issue and we can open cases for you.

Mike

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herb1 answered Dec 5, '16 mike commented Nov 27, '17

The last hop is probably from my ISP in Europe to the RingCentral servers in the US.

I am not the official support contact of my company.
I suggest we open a case with support directly through my e-mail address because my US support contact will not be able to provide any info on my connections.

P.S. Most of my colleagues are in the US and have no problems.

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mike commented · Dec 05, 2016 at 04:56 PM

The email address you used in this Community doesn't seem to match a RingCentral account, so a case can't be opened under that email. But if you use the button I posted above and log in with your RingCentral phone number + extension, it will create the case for your user profile.

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