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. 

  • phi148's avatar
    phi148
    Active Contributor
    4 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
      4 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. 

  • Marc-Andre's avatar
    Marc-Andre
    Active Contributor
    4 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.

    • Marc-Andre's avatar
      Marc-Andre
      Active Contributor
      2 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
      4 days ago

      Grasshopper can REJECT a phone number port ??

      • Marc-Andre's avatar
        Marc-Andre
        Active Contributor
        4 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.

  • flashscuba's avatar
    flashscuba
    Active Contributor
    8 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
      8 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
        4 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. 

  • phi148's avatar
    phi148
    Active Contributor
    8 days ago

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

  • GlennD's avatar
    GlennD
    GoTo Manager
    9 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
      8 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. 

  • yangk920's avatar
    yangk920
    Regular Visitor
    10 days ago

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

  • yangk920's avatar
    yangk920
    Regular Visitor
    10 days ago

    Grasshopper posted this today. Unfortunately, we are still having major issues. It seems to be even worse then before this posting. Is anyone else still having issues?

     

  • flashscuba's avatar
    flashscuba
    Active Contributor
    11 days ago

    I agree. At this point, I'm investigating other vendors. I'm solo, so I don't have big needs, just effective and efficient needs. I definitely need a text auto response to missed calls, and not all of them offer that. I'm looking into Zapier, Dialpad, and OpenPhone. Anyone else have any suggestions? I do not need as much as what Grasshopper offers with the virtual receptionist, however I have been very happy with the service up until this issue that they are ignoring. I suspect there was a software update in late August that has caused this issue but they won't look to figure it out. 

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

      Thanks flashscuba for the other companies. I'm looking at Zoom phone. It's sad but since the official version of Grasshopper seems to be telling us that we are isolated cases and to change internet providers, and that all the tests I did with my provider did not show any problem, I see myself forced to solve my telephony problem by going to see other companies. Grasshopper, if you don't take our complaints more seriously you will lose customers. We tell you that there is a problem since the updates last summer. My team and my customers are tired of having to put up with telephony problems.

    • GlennD's avatar
      GlennD
      GoTo Manager
      11 days ago

      @flashscuba I understand the frustration, but we are not ignoring these reports and while we do release regular updates that is not what is happening here. If there was an issue introduced in a recent update we would be able to recreate what you are reporting and observe it. We would also have the majority of our customers reporting this issue. 

       

      The team is reviewing the information that has been gathered so far, but more examples would be helpful. So when experience this issue please continue to provide support with the call details so we have more to work with. 

      • flashscuba's avatar
        flashscuba
        Active Contributor
        10 days ago

        Hello GlennD,  would you be willing for me to call you on my desktop app and we talk for over 15 minutes so that you can experience it yourself? Perhaps while you are experiencing it, someone could be investigating what is happening.

  • phi148's avatar
    phi148
    Active Contributor
    11 days ago

    Happening again today.  It is an everyday occurrence at this point.  My employees (all at different locations) are constantly reporting this issue to me.  I've started to look around, we may change to RingCentral.  Please let me know if you guys find similar companies that we can switch to.  It is impossible to run a good business this way.

    • flashscuba's avatar
      flashscuba
      Active Contributor
      11 days ago

      Yes, it's constant and I also am looking for other providers. Ring Central is too big for my needs, and I love the Grasshopper text autoresponder to voicemails, so I need to find one that has that feature. 

  • flashscuba's avatar
    flashscuba
    Active Contributor
    12 days ago

    ATTENTION GRASSHOPPER! You have an issue that you aren't resolving. I am unable to use grasshopper anymore due to this huge issue that is being ignored. I've had new cables installed from my outside poles to the house, I got a new modem, new connectors. There is NO latency or dropped packet issues here EXCEPT for the excuses you have claimed. This issue obviously needs attention asap. 

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

      It's the same on my side. I checked the quality of my internet connection and no problem was detected. Another point that tends to prove that the problem is on Grasshopper's side is that there are several of us complaining. However, we all live in different cities and all have different systems. It would be surprising if our internet providers or our installations all became deficient, at the same time, since last summer.