What should I do if I experience low audio or video quality?

A smooth video conferencing experience depends on both your computer hardware and your internet connection. If things aren’t running smoothly, first check that your computer meets the hardware specifications. Then check your internet connection.

Run a Speed Test

Test your connection at speed.cloudflare.com. While download and upload speeds are common performance metrics, for realtime video conferencing like Roam, other factors are just as important.

Network Quality Score

For a quick overall assessment, look at your Network Quality Score for Video Chatting (Bad, Poor, Average, Good, Great). Then look at the following metrics:

• Download Speed – How fast video/audio from others reaches you. Faster = smoother playback.
• Upload Speed – How fast your video/audio/screen share reaches others. Higher = clearer for them.
• Latency – Delay before data arrives. Under ~150ms keeps conversation natural.
• Jitter – Variation in delivery times. Under ~30ms means less choppy calls.
• Packet Loss – Missing data packets. Should be 0% to avoid freezes or call drops.

While most internet speed tests focus primarily on download and upload speeds, realtime video conferencing is far more sensitive to latency, jitter, and packet loss. Even with fast speeds, high latency can make conversations feel delayed, jitter can cause choppy audio and video, and packet loss can lead to freezes or dropped calls.

Improve Your Connection

If your network quality score is lower than expected, try the following:

• Restart your computer.
• Restart your Wi-Fi router/modem (unplug for ~30s, then reconnect).
• Move closer to your Wi-Fi router.
• Use a wired Ethernet connection if possible.

Speed Test Example

Sometimes the simplest fixes really do work. One of Roam’s employees has a Wi-Fi router that’s getting a bit old, which occassionally leads to poor video quality in a meeting. A speed test shows low scores across all metrics, and restarting the router resolves the issue. In cases like this, the problem isn’t Roam itself but external factors, such as outdated networking hardware, that can impact your connection.

Bad speed test result before Wi-Fi router restart.

Great speed test result after Wi-Fi router restart.

Report an Issue

If you experience low audio or video quality, after your meeting, please leave meeting feedback or report an issue. Roam will include diagnostic details to help troubleshoot.

For immediate assistance, contact us in Team Roam Support Chat, and we’ll send a Roamgineer to help.

Meeting quality and AV performance are our top priorities at Roam and we make regular improvements based on your feedback, which we greatly appreciate.