What are the recommended internet settings?

See below for our recommendations for bandwidth, packet loss, jitter and latency settings.


The rate at which data is carried over the internet from one point to another in a given time period (usually a second).

  • Requirement: ≈82.5kbps up/down for each active call
  • Upload: What the other person hears. Audio is uploaded in real-time from your phone to the GoToConnect cloud using your internet connections upload speed. The upload connection is more prone to call quality issues because upload bandwidth is less available on most internet connection types.
  • Download: What you hear. Audio is downloaded in real-time from the GoToConnect cloud to your phone using your internet connection’s download speed.
  • While the bandwidth requirement is minimal, you have to take into account how many calls are taking place simultaneously at any given time to ensure call quality is maintained.
    • For example, if there were 10 phone calls happening at the same time, your bandwidth requirement would be 825kbps up/down. Not only that, consider what other types of internet activity (file transfers, video streaming, internet browsing, etc.) are taking place on every computer or mobile device within your network.
  • Because each device is fighting for bandwidth, Quality of Service (QoS) can be implemented to dedicate bandwidth to phones during periods when internet usage may be saturating your connection.


The average time it takes packets (audio) to travel from Point A (phone) to Point B (the GoToConnect cloud) and back. Many people, including internet service providers (ISP), only consider bandwidth when evaluating internet speeds. However, that is only half the picture. Bandwidth only shows how much internet traffic that can be pushed through; where latency shows how fast that traffic arrives at its destination. Think about driving on the freeway. Bandwidth represents the number of lanes that are available—if you have more lanes, more traffic can be pushed through and the likelihood of a traffic jam is reduced. Latency represents how fast you drive—it doesn’t matter how many lanes there are if other things are slowing you down (inclement weather, gravel, potholes, etc.).

  • Requirement: <100ms, use a ping test to analyze latency.

Jitter (Packet Delay)

The change in the amount of time it takes for one packet (audio) to move from Point A (phone) to Point B (the GoToConnect cloud). When you are checking your email or casually browsing the web, it doesn’t really matter when packets arrive or if they arrive in order—in most cases you will never notice. But when you are streaming media, like a phone call, this packet precision becomes extremely important. If there is excessive jitter, packets will be dropped and call quality will be affected.

  • Requirement: <10ms, jitter close to 0ms is ideal, but it should not exceed 10ms.

Packet Loss

The percentage of packets (audio) lost while traveling from Point A (phone) to Point B (the GoToConnect cloud). If packets are lost, audio will be dropped and the sound quality will be compromised.

  • Requirement: <0.5%
Note: If you need help testing your network, install GoTo Network Test ( Mac, Windows) and then contact Customer Support with your passphrase.