Forum Discussion

flashscuba's avatar
flashscuba
Active Contributor
2 months ago

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. 

  • KateG's avatar
    KateG
    2 days ago

    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. 

  • yangk920's avatar
    yangk920
    Regular Visitor
    16 days ago

    This is a losing battle with Grasshopper. We’re piloting a new system. TBD. Will keep y’all updated. 

  • GlennD's avatar
    GlennD
    GoTo Manager
    15 days ago

    For call examples we need the following information:

    • Call from phone number
    • Call to phone number
    • Date and time, and time zone 

    If you have open support tickets already you can open My Cases from the support page and add call examples to your ticket there.

     

    • flashscuba's avatar
      flashscuba
      Active Contributor
      14 days ago

      I have resubmitted the problem and opened a new support ticket. I uploaded screenshots showing that I had absolutely NO latency nor packet drops. Grasshopper just tried to call me on that line using the desktop app and it wouldn't go through. 

  • phi148's avatar
    phi148
    Active Contributor
    14 days ago

    We are experiencing it right now. It is an everyday occurrence.

  • flashscuba's avatar
    flashscuba
    Active Contributor
    14 days ago

    I just spent over 45 minutes on a call with support. I had to open a new support call, uploaded a description of the problem (yet again, typed it all out) and then the support guy couldn't find it and I had to go through the story again on the phone. They also didn't see all of the screenshots I uploaded. Whatever. 

    After 45 minutes, he "sent it to the developers" they replied that it is obviously on my end and their only solution was to reboot my router. Dear god, like I hadn't done that now dozens of times. 

    I've had new cables installed to my site, I have a brand new modem. I have new connectors. I've reinstalled the app. 

    I use PingPlotter and during a call this morning there was literally NO latency nor packet loss anywhere during an entire call, yet after 20 minutes the voice lag was 5-8 seconds, yes 8 seconds!, between when I spoke and they heard me. Grasshopper isn't capable of resolving this for all of us. Time to move on and find someone new.

     

    • phi148's avatar
      phi148
      Active Contributor
      14 days ago

      I just ran a test calling from grasshopper to my cell phone.  No lag for the 1st minute.   By the time I got to 6 minutes into the call, I had 5 seconds of delay.

      It is so repeatable.  I'm throwing up my arms as well. I'm looking elsewhere for a different product.

      • flashscuba's avatar
        flashscuba
        Active Contributor
        10 days ago

        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. 

  • Marc-Andre's avatar
    Marc-Andre
    Active Contributor
    9 days ago

    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.

    • phi148's avatar
      phi148
      Active Contributor
      9 days ago

      Grasshopper can REJECT a phone number port ??

      • Marc-Andre's avatar
        Marc-Andre
        Active Contributor
        9 days ago

        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.

    • Marc-Andre's avatar
      Marc-Andre
      Active Contributor
      8 days ago

      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?

  • phi148's avatar
    phi148
    Active Contributor
    9 days ago

    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.

    • flashscuba's avatar
      flashscuba
      Active Contributor
      9 days ago

      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. 

  • flashscuba's avatar
    flashscuba
    Active Contributor
    2 days ago

    Good luck to all of you. I'm on Open Phone now, porting when through easily. 

  • KateG's avatar
    KateG
    GoTo Moderator
    2 days ago

    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. 

    • motog's avatar
      motog
      Active Contributor
      2 days ago

      We've had couple 20+ minute calls that experienced no noticeable lag yesterday and today so I think this issue has been resolved

      • flashscuba's avatar
        flashscuba
        Active Contributor
        2 days ago

        My porting literally completed earlier today, and I canceled my grasshopper account. Then this evening I got the email that they fixed it with an update. This is after they refuse to refund me the rest of my prepaid account money because they kept blaming me for the problem. They will be getting a letter for sure.

    • flashscuba's avatar
      flashscuba
      Active Contributor
      2 days ago

      Dear Kate,
      For 2 months, I've wasted hours of my time trying to convince grasshopper there was a problem in your software. I kept getting blamed. I got a new modem, got all new cables reinstalled with new connectors, and I mean from the street to my home, not just a little modem cable. I lost business due to not being able to have telephone conversations. I spent hours explaining, and re-explaining, the problem starting from scratch too many times to count because nobody at grasshopper would maintain notes or constant thread, you kept flowing it off. I started this forum thread, I did call logs. So I finally had to change my service since I could no longer use grasshopper to make phone calls. So this morning, my final porting completed to a new service. I canceled my grasshopper account late this afternoon. I was told tough luck on 6 months of prepaid money, no refund available because you still said it was my fault.
      Within an hour of my cancellation, I get this email from you. I demand a refund of the prepaid money. I should send you an invoice for all of my hours of time and effort trying to convince you that you had a problem that needed to be fixed. Now you admit that you fixed the problem you kept denying. Please advise when I will get the refund issued.

      • KateG's avatar
        KateG
        GoTo Moderator
        10 hours ago

        flashscuba

        I'm sorry to hear about your experience and understand how frustrating it must be. I see our support team has called you and recommend you continue working with them.