By using this site you agree to the use of cookies for analytics, personalised content and ads. Read more

Help Windows Desktop

Call quality guide

Having problems with your Skype calls? There’s probably an issue with the internet connection (yours or the person you’re calling), or with your computer. Let’s see if we can sort it out.

  1. Are you using the latest version of Skype?

For the best performance, make sure that you and the person you’re calling are using the latest version of Skype. Download the latest version.

  1. Check your internet connection.

A bad connection can cause dropped calls, blocky or frozen video, and poor sound.

  • Make sure you have a strong WiFi signal, or – even better – use a wired connection.
  • Close any programs that might be using your internet connection.
  • Use the Call Quality Indicator to check your connection speed. It’s in the bottom right corner of your Skype call window.

Here’s a more detailed guide to solving your connection issues.

  1. Check your webcam, microphone and speakers.

If you’ve solved your connection issues and still have poor call quality, there might be a problem with your hardware. We have in-depth guides to fixing problems with your speakers, microphone and video, but most quality problems can be solved with these top tips.

  • Make sure that your microphone and speakers or headphones are plugged in and not muted.
  • Make a free test call in Skype. The test call prompts you to record a message, and then plays it back for you – it’s the easiest way to see if there’s an issue with your audio settings. How to make a test call.
  • Check that your webcam is working properly. In Skype, click Tools > Options, and then select Video settings (on a Mac, click Skype > Preferences…, then click Audio/Video). If you can see the video stream, your webcam is working.

Can’t hear your friend? Check out our guide to solving your speaker/headset issues.

Your friend can’t hear you? Check out our guide to solving your microphone issues.

Can’t see each other? Check out our guide to solving your video issues.

  1. Check your computer.
  • Make sure both you and your friend have the minimum system requirements to run Skype.
  • If you're using Skype on a laptop and you're in power-saving mode, try plugging the laptop into AC power or switching it to maximum performance mode.
  • Check the Computer tab of the Call Quality Indicator to see if your computer is causing any issues.

Note: For large group calls, each additional person in the group call requires more processing power and network bandwidth for the computer or device that’s hosting the call. In some cases having a large number of people on the call can strain the host computer or device to its limits and cause call quality problems. To improve things you can either host the call on a computer with a stronger network and more powerful processor, or reduce the number of people on the call.

Looking for a device that's been tested to work perfectly with Skype? We've compiled a list of the best mobile devices for your Skype experience here.

Was this article helpful?

Yes No

Why has this not helped?

It did not solve my problem
The answer was confusing/too much to read
The answer was not relevant

Please let us know why we couldn't help you today

Important: Do not enter any personal information (such as your Skype Name, email address, Microsoft account, password, or real name or phone number) in the field above.

Thank you for your feedback

Thank you for your feedback Thank you for feedback! For further sources of help, you can always search or read answers to questions in our community. Visit the community

Ask the Community

See what people are saying about "Call and video problems" in the Skype Community.

Join the conversation

Still need help? Our support team is waiting to help you. Ask them now