# Calls Dropped at the LiveKit Level

**URL:** <https://community.retellai.com/t/calls-dropped-at-the-livekit-level/2760>\
**Category:** Support Help\
**Tags:** bug\
**Created:** [May 18, 2026, 7:26pm UTC](https://community.retellai.com/t/calls-dropped-at-the-livekit-level/2760 "2026-05-18T19:26:31Z")\
**Posts on this page:** 2\
**Page:** 1

<div class="post-metadata">

**Author:** ![adam](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/adam/32/774_2.png) [@adam](https://community.retellai.com/u/adam)\
**Post date:** [May 18, 2026, 7:26pm UTC](https://community.retellai.com/t/calls-dropped-at-the-livekit-level/2760/1 "2026-05-18T19:26:31Z")

</div>

I’ve asked about this in support before. A growing number of are web calls are facing issue, where audio is being dropped at the transport layer, leading to silent failures (it says that the user hung up, but it’s clear listening to the audio that there is an issue. Last time I messaged I was told that the server pipeline was healthy.

Our team investigated thoroughly. The evidence suggests audio is dropping at the LiveKit media transport layer, which we cannot address since this is managed entirely by the Retell SDK. Our integration follows ReTell’s documentation exactly. We don’t touch the LiveKit room, ICE/TURN, remote track attachment, or media reconnection, and our backend returns 200 OK on every call creation.

These are some of the many affected call IDs:  
Call\_b38fbba42473db7db626594a925  
Call\_de3c09236b4a7e76d983e7a47ff  
Call\_0e16bf5caace4cb7f9b79085314  
Call\_244156b23956be650462ab375fa  
Call\_cbb69ea60d8a6fb94d83935c6ac  
Call\_ae8a2d40028811ebe956ab1f8bc

The transcripts point in the same direction:

- One call shows the user saying “Hello?” three times. The agent responds “I can hear you — can you hear me?” The user says “Hello?” again. ASR is transcribing speech fine, but agent audio isn’t reaching the browser. One-way audio loss at the transport layer.

- Multiple calls show users cut off mid-word and the agent prompts “still there?” repeatedly with no response. Same pattern.

- We saw one guy try 5 web calls in a single day, each with the same result. They never completed their interview.

We use the same agents, LLM, and prompts for phone and web calls. This doesn’t happen over the phone, ruling out Claude streaming gaps or LLM-side issues. It points to web call transport.

For the call IDs we provided, would you be able to share WebRTC session diagnostics? That would help us better nail down whether this is user-environment or transport-layer.

I’m spending ~$10k on ReTell a month. I need a path to resolution here. Some variation of this issue happens multiple times a day.

---

<div class="post-metadata">

**Author:** ![Shah-Fazal](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/shah-fazal/32/2522_2.png) [@Shah-Fazal](https://community.retellai.com/u/Shah-Fazal)\
**Post date:** [May 18, 2026, 7:33pm UTC](https://community.retellai.com/t/calls-dropped-at-the-livekit-level/2760/2 "2026-05-18T19:33:48Z")

</div>

Hey @adam

This issue has been forwarded to our in-house engineering team for further investigation.

We’ll keep you updated as soon as we have more information.

Best regards