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Audio & Sound Issues

If you or your child is having trouble hearing or being heard on the Papercup phone, try these fixes.

Symptoms​

  • No sound from the handset or speaker
  • The other person can't hear your child
  • Audio is distorted or cutting out
  • Volume is too low

Common causes​

  • Volume is turned down or muted
  • Handset not properly connected
  • Weak Wi-Fi connection affecting call quality

Steps to fix​

1. Check the volume​

Press the volume up key on the phone to increase the volume. Check that the mute key's red LED is not lit — if it is, press the mute key to unmute.

2. Check the handset connection​

Make sure the handset cord is firmly plugged into both the handset and the phone base.

3. Try hands-free mode​

Press the hands-free key to switch to the built-in speaker. If audio works on speaker but not the handset, the handset cord may need replacing.

4. Check your Wi-Fi connection​

Poor audio during calls is often caused by a weak Wi-Fi signal. See our Wi-Fi connectivity guide for tips on improving your connection.

5. Restart the phone​

Unplug the power adapter, wait 10 seconds, then plug it back in. This can fix temporary audio issues.

Still need help?​

If you're still experiencing audio problems, contact our support team.