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New problem with severe lag
Been using Grasshopper with Desktop App for years now, and love it. Sometime in September 2024, I began having severe problems with voice lag. I've contacted Grasshopper support, whose only suggestion was to delete the app and reinstall it, which did not fix the problem. I brought in a completely different computer for testing this problem, and newly installed the app, and still have the problem on both computers. Here's details.
Computer 1
Desktop, wired internet connection. 16GB RAM, Windows 11. Speedtest indicates speeds over 480Mbps. CPU usage on task manager is minimal, even during lag. Memory usage maxes at 52% of available memory, even when lagging according to resource monitoring.
Computer 2
Laptop, wifi connection. 16GB RAM with 15.7 available. Windows 10. Latest Grasshopper desktop app downloaded. Same lagging.
Note that the lag doesn't begin at the start of the conversation. It will only start after 20 minutes of conversation, then is extreme, to the point that conversation becomes challenging.
I need help asap, this is interfering with my ability to talk with patients.
Hi Everyone,
The team has rolled out a fix that should resolve the issue. Please restart your device, if you are still experiencing issues, please let us know.
Thanks for your patience and reports.
54 Replies
I don't have the ticket number from Grasshopper but the one from Zoom who sent you the request is ZPPO0235766.
Hi Marc-Andre, do you have a support ticket number I can reference?
GlennD Can you please explain to me why you have denied my number transfer requests when I have provided my account number, phone numbers and even a copy of an invoice. What more do you need? Who can help me to finally get service?
Please keep me posted on this goes for you! I'm in the middle of the exact same thing right now. Thank you so much for your feedback on this issue so far!
Me, too! I am in the midst of porting to OpenPhone, so I hope mine goes through. I used a trial of OpenPhone and the voice quality and tone is much nicer, lag or no lag. Plus unlimited minutes and texts. Just for small offices, though.
Yes, they just did it, but the support service of my new supplier told me that they wanted to restart the process with a copy of the invoice proving that these are my numbers. So, follow-up. I can't wait to be done with this nightmare.
I am disappointed as well. I ended up switching to RingCentral due to lack of support and willingness to fix this problem. I just couldn't continue to operate with these delays.
Now I'm worried that they will not allow my phone number port like Marc-Andre discussed above.
Grasshopper can REJECT a phone number port ??
I am really very disappointed with your pitiful customer service. Not only do you ignore our support requests by pretending that the problem comes from our installations but you have also just rejected my request to transfer my phone number! For your information, I signed with another company to see if the same problem of delays in conversations would recur. However, with the other company, there was no problem with delays and the people I speak to tell me that the quality of my voice is better. This is why I decided to leave Grasshopper. You have not solved my problem which affects my business while your competitor has solved it. So thank you for stopping harming me and for once start collaborating by allowing me to leave Grasshopper. It is sad to end like this because at the beginning I praised your services but now I would not recommend anyone to do business with you.
I am doing a trial today of OpenPhone. It's a smaller system, but I'm a solo company, and it has texting capabilities that are excellent which I also need (autoresponses and even some marketing). The call quality and clarity is excellent. Have done a trial of being on the line over 20 minutes, with no lag. Back to back, I can use Grasshopper and get the lag every time. I'll be changing to OpenPhone in the next few days.
