Elevenlabs skipping entire sentences

Support Help
1

Hi Team,

I have reached out with similar issues in the past and the fact that this issue is present on the phone call and not present on the recording gives me anxiety as I guarantee the response to this will simply be asking for more call ID’s which I will provide - but this issue is present on every single call I have made today that uses elevenlabs flash v2.5 and multilingual v2. Not present on elevenv3 but for my usecase elevenv3 is not reasonable.

On the phone call elevenflash v2.5 and elevenv2 multilingual will skip and glitch over entire sentences very often to the point the script or conversation ends up making no sense whatsoever.

This is why I liked the ability to still use turbo, because even though everyone says its the same quality to flash it is not at all and turbo is better.

Here are the call ID’s where it happened - note it is not audible on the recording for some reason and I don’t know why. This is not a telephony issue on my end and is not an issue with a singular LLM when paired with these voice models it happens on every llm i have tried.

call_27573f615196c637d668c1b5afc

call_2648580598a8b90bc1123ad2566

Happens on web calls too, recording shows its fine. It is not.

Based on past experiences, and the fact that I spend a minimum of $4000 USD per month with retell, I truly hope for this support ticket to be resolved considering the other ones I have raised have relatively speaking, fallen on deaf ears.

2

Hello @kruss6867 I’m checking your Call ID with the team and will get back to you as soon as I have an update.

Thank You

3

Hey @kruss6867 Could you please share the call recording so we can hear exactly what they are experiencing and better identify the issue?

Thank You

4

Hi Shah,

Yes here you go. here is the call ID: call_9ffa5333354acbe6ad4edfbb4d9

The recording on the actual call ID on retell sounds fine but here is a link to the recording i did externally where it glitches. This has now confirmed to be an issue on minimax, cartesia, elevenlabs. We have also tried multiple LLMs as well. It happens on most calls with this.

This exact example uses cartesia but the issue is basically identical across all the TTS providers I mentioned.

Please compare to the two recordings to get the best idea.

5

Side note: This is nothing to do with using custom voices. It is on the new and old voices (the ones i have used for many many months with no issues). So it’s something to do with the voice infra if I had to take a guess.

This does not happen on the elevenlabs platform.

6

Here is more proof with elevenlabs. As you can hear and see it skipped and entire sentence. Here is the recording and call ID

call_418ae175ba20a075a0a5aee284c

7

Now happening with platform voices as well

8

Everything is down more than 16 hours, can anybody help?

9

@kruss6867 Checking with the team.

Thank You

10

Hey @kruss6867 Confirmed internally. This issue should be fixed already on September 4th PT. We are giving the audio channel more buffer so it won’t drop audios like this.

Please let us know if this is still a problem on your side. Thank you!

11

As far as I can tell so far, the issue seems to have disappeared which is great. I will let you know if I have any other issues as well with this going forward. Thanks so much for your help