What happens if my call drops or the sound quality is poor?

Most calls are fine. When one is not, the weak point is almost always the first few metres of the trip: the hop from your browser to us. The phone network on the far side is carrier-grade and stays at "toll quality" (the clean, steady sound you expect from an ordinary landline). The part that wobbles is the stretch between you and us, riding your own WiFi or mobile signal.

It helps to picture a PuchiDen call as two legs:

1. You to us. Your browser reaches our infrastructure over the public internet. This leg rides whatever you happen to be on: café WiFi in Lisbon, a cellular hotspot in Manila, wired ethernet at home in Tokyo. Congestion, a weak signal, or an ISP having a bad afternoon all surface here as jitter, dropouts, or, at worst, a call that dies mid-sentence. Nearly every quality problem starts on this leg.
2. Us to the phone network. From our side out to the landline or mobile you dialled, the call runs over carrier interconnects built for exactly this job. This leg is effectively always toll quality and is almost never the culprit.

We cannot reach into your WiFi and fix it, but we have built the first leg to survive a rough connection:

• We carry your voice with Opus, a codec that is wideband (it carries more of your voice than a traditional phone line does) and loss-tolerant. When packets go missing, Opus sags gracefully instead of shattering, so the audio dips for a moment rather than the call collapsing.
• We pin your media to the nearest entry point into our network, so your voice spends as little time as possible out on the unpredictable public internet before it reaches infrastructure we actually control.
• We watch the quality of every call, so when something goes wrong on our side we see it, rather than waiting for you to report it.

What we cannot do is pretend physics away. If your WiFi is one bar in a basement, no codec saves it. The honest fix there is dull but reliable: move closer to the router, switch from WiFi to a wire or a stronger signal, or hang up and redial to pick up a cleaner path.

Update 2026-07-27

We’ve released the Call Quality Indicator! Now, you can check in real-time how much your environmental factors are impacting call quality during conversations. Learn more in our release post.