# URGENT – No audio on all agents / web and phone calls **URL:** \ **Category:** Support Help\ **Tags:** bug\ **Created:** [September 3, 2026, 9:03pm UTC](https://community.retellai.com/t/urgent-no-audio-on-all-agents-web-and-phone-calls/3595 "2026-09-03T21:03:45Z")\ **Posts on this page:** 5\ **Page:** 2
**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:** [September 4, 2026, 3:54pm UTC](https://community.retellai.com/t/urgent-no-audio-on-all-agents-web-and-phone-calls/3595/21 "2026-09-04T15:54:26Z")
Hello @sonesoo We looked at the Sip traces and it seems your Sip infrastructure is sending the ACK with a wrong request URI. ACK should be sent to the the Sip URI in `Contact` header of 200OK, and not to the address from where it received the 200OK. As expected our internal roles behind the SBC(18.x.x.x) receives the ACK and sees it is addressed to `18.98.16.121` and forwards it back to that IP. Hope that helps. ---
**Author:** ![sonesoo](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/sonesoo/32/2663_2.png) [@sonesoo](https://community.retellai.com/u/sonesoo)\ **Post date:** [September 4, 2026, 4:54pm UTC](https://community.retellai.com/t/urgent-no-audio-on-all-agents-web-and-phone-calls/3595/22 "2026-09-04T16:54:36Z")
You are looking at wrong place @Shah-Fazal , something on your side gone very very wrong. We are still testing and some calls are perfectly fine where other %80 calls are voice agent cutting response and never answering again. something is wrong. And all these people having same issues at the same time, explains it too. you guys need to look somewhere else. something started to break in the last 24hours. But before that as well, i mentioned in one of topics in forum, inference gone too much slower lately. answers became much much slower lately than it was before. ---
**Author:** ![soumayarazzouk7](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/soumayarazzouk7/32/2657_2.png) [@soumayarazzouk7](https://community.retellai.com/u/soumayarazzouk7)\ **Post date:** [September 4, 2026, 4:54pm UTC](https://community.retellai.com/t/urgent-no-audio-on-all-agents-web-and-phone-calls/3595/23 "2026-09-04T16:54:49Z")
Can you tell us what we should do because it’s not working. As I described before the agent doesn’t talk, it doesn’t hear me either and ends the call in the middle of the sentence. For my case, all my agents are not working even though I tried using different devices, internet and browsers. I lost credits as well while trying to figure out what’s happening. Yet I don’t know what I should do or change. ---
**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:** [September 4, 2026, 5:07pm UTC](https://community.retellai.com/t/urgent-no-audio-on-all-agents-web-and-phone-calls/3595/24 "2026-09-04T17:07:30Z")
Hello @soumayarazzouk7 We have fixed the issue, please try again. Thank You ---
**Author:** ![abdirahmanmah](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/abdirahmanmah/32/2693_2.png) [@abdirahmanmah](https://community.retellai.com/u/abdirahmanmah)\ **Post date:** [September 8, 2026, 2:49pm UTC](https://community.retellai.com/t/urgent-no-audio-on-all-agents-web-and-phone-calls/3595/25 "2026-09-08T14:49:04Z")
@Shah-Fazal Having the same issue, even after the mentioned fix. Both web calls and real phone calls (via Twilio SIP trunk) — agent connects, ASR picks up my speech (visible in transcript), but I hear zero audio back on both channels. Org ID: org\_aOmSeKvEt6s34XW3 Agent ID: agent\_a3c7e9571692c8b001b6ba9d6f Failing Call ID (phone): call\_6e02f99687dea196f0d1c57b609 Twilio Call SID: CA0f9229a0827db0775776d06489f55abb Tried on multiple networks and browsers already, same result on both. Would appreciate a look at this specific org/call — happy to provide more test call IDs if needed. [Previous page](https://community.retellai.com/t/urgent-no-audio-on-all-agents-web-and-phone-calls/3595.md?page=1)