Network quality: test your connection for calls

What the signal bars in the top bar mean, how to run the network test, what the results mean, and what to do when calls break up or won't connect.

The signal bars at the top right of the dashboard show how well your computer reaches Tonet's call server. Click them to run a full network test.

What the signal bars mean

Tonet times a trip to its call server and back when the dashboard opens. It checks again when your network changes or comes back, and when you return to the tab after a minute away. Hover over the bars to see the time in milliseconds.

Bars	What it means
Green, full	Good connection. Up to 0.8 seconds there and back is fine for calls, even from far away.
Yellow, 2 bars	Long delay, over 0.8 seconds. People may talk over each other.
Red, 1 bar	Very long delay, over 1.5 seconds. Conversations will be hard.
Red, no bars	Calls can't connect from this network. Tonet's call server can't be reached.
Grey	Still testing

Distance adds delay, but it doesn't make sound choppy. Choppy sound comes from lost packets and jitter, which the network test measures.

Run a network test

Click the signal bars at the top right. The Network Quality page opens.
Click Run Test. The page shows each step while it runs.
Read the rating at the top: Connection: Good, Fair or Poor.

Run it on the computer and network you take calls on. Click Run Test again any time to test again.

What the results mean

Card	What it checks
STUN Server	Whether your computer reaches Tonet's server, stun.tonet.ai:3478, and how fast. It also shows your public IP address.
Connection Path	How call audio would travel: Direct (Best), STUN (Normal) or Relay (Slow). It also shows whether the path goes through Tonet's server or someone else's.
Network Performance	10 pings to the call server: Avg Latency (the delay), Jitter (how much the delay jumps around) and Packet Loss (pings that got no answer)

Each check can lower the rating:

Check	Fair when	Poor when
Tonet's server	It answers slowly, over 0.8 seconds, or the path doesn't go through it	It can't be reached
Connection path	Audio is relayed	It goes through outside servers instead of Tonet's
Packet loss	—	Any of the 10 pings gets no answer
Jitter	Over 15 ms	Over 30 ms
Average delay	Over 0.8 seconds	Over 1.5 seconds

When nothing lowers it, the rating is Good and the page says Network looks good for VoIP calls. Otherwise Issues & Recommendations lists each problem found.

Fix a poor result

The test says	What to do
Cannot reach Tonet STUN server or STUN may be blocked by firewall	Your network blocks what calls need. Ask whoever runs your network to allow stun.tonet.ai on port 3478, or try another network.
High jitter	Try a wired connection.
… packet loss detected	Some pings got no answer, so audio may drop out. Run the test again. If it keeps happening, try another network.
Connection is being relayed	Relaying adds delay. Try another network.
Traffic is routing through external servers	Call traffic should go through stun.tonet.ai. Try another network, and report it if it keeps happening.
Long delay or Very long delay	Delay alone doesn't make sound choppy. If calls are hard to follow, try another network and test again.

Still poor? Click Report an issue at the bottom of the left menu, and say what the test showed. Or email support@tonet.ai.

Messages about your connection

These show at the top of the dashboard when the connection to Tonet has a problem:

Message	What it means
Your VPN or network is blocking calls and live updates.	Tonet couldn't connect from this network at all. Turn the VPN off or try another network. The desktop app may also work.
You're offline.	Your computer has no internet connection. Calls, messages and updates come back when you're online again.
Live updates are paused while Tonet reconnects.	The connection to Tonet dropped. What you see may be out of date for a moment, until it reconnects by itself.

Next step

Make a test call to hear how it sounds.
Keep your line on all day with the desktop app.
Other ways to reach us: Need help?