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Glitchy Video Calls: Why Network Readiness Builds Trust in Business Communications 

When NPR recently highlighted a new study discussing the subconscious trust implications from glitchy video calls on platforms like Zoom and Teams, many listeners nodded in recognition. Frozen screens, audio echoes, and dropped connections have become the new “conference room horror stories.”  

But here’s the truth: 99% of the time, the problem isn’t the software or platform. It’s the network. 

While the originating study looked at virtual parole hearing data, the results have implications for businesses across industries. Even minor video-call glitches can significantly erode trust and influence outcomes in critical interactions- from hiring and sales pitches to legal and healthcare settings. 

The Foundation Matters 

At Vertical, we’ve seen this scenario time and again. As Bill Aiken, our National Installation Manager put it: “One of the very first things we do is the network test. If we don’t do that, it’s a bad experience for the customer and then we’re scrambling to figure out what’s wrong.” 

Before a single phone or softphone is ordered, we run a network assessment. This utility scans the customer’s environment, checking DNS, firewall settings, and open ports. If something looks off, we work with the customer to fix it before moving forward. 

Back in the day, the internet connection into the building was usually the issue but speed isn’t a barrier anymore. Even basic cable connections with 10 Mbps are plenty for what most customers need. Firewalls and DNS misconfigurations are usually the real culprits and more than half the time it’s that ports aren’t open or firewalls are blocking traffic.  

One customer in New England learned this the hard way: their DNS server looked fine during testing, but once phones were installed, they would freeze and employees were getting frustrated. The culprit? Calls were being routed through Germany because of misconfigured DNS settings. Vertical worked with them to diagnose the symptoms, adjust time servers, and stabilize the system. 

Why Pre-Testing Saves Everyone 

Skipping the network test is like building a skyscraper without checking the foundation. Once you go live, every glitch becomes harder to untangle. As Aiken explains: “It’s somewhat selfish because fixing things before they’re a problem makes our job easier. We always want to make sure the foundation is good.” 

While some of our vendor partners like 8×8 or Zoom offer the   network tests, not everyone actually takes the time to run them. At Vertical, we not only run them, we require them. Whether it’s SIP trunk connections on-prem or cloud-based solutions, the more we can do ahead of time, the smoother the customer experience. 

Remote Work Realities 

Of course, there are exceptions. A remote worker on satellite internet in the mountains will have the occasional struggle no matter what. But those cases are rare and usually the business already knows the limitations. For most businesses, the issue isn’t bandwidth, it’s configuration. 

Business Implications of Glitchy Calls 

The Nature study makes clear that the stakes go far beyond inconvenience. Poor network readiness can directly impact trust, fairness. While the originating study focused on virtual parole hearings, there’s serious business implications: 

1. Sales and Pitch Performance  

Minor freezes or lags during client presentations reduce perceived trustworthiness and interest in collaboration. Sales teams relying on video pitches risk lower conversion rates if technical quality falters. 

2. Hiring and Recruitment Bias 

In simulated job interviews, glitchy video connections led to significantly lower hire recommendations. 

3. Telehealth and Client Trust Impairment 

In virtual medical consultations, the study reports, when glitches occurred, trust dropped to 61% versus 77% when there were no technical difficulties.  

4. Deepening of Digital Inequality 

Rural or under-served communities with poor broadband are disproportionately affected by video-call “uncanny valley” effects, compounding systemic disadvantages. 

Trust Starts With Reliability 

“Creepy mistrust” creeps in when video calls fail. People start doubting not just the technology, but the people on the other end. That’s why network readiness isn’t just technical, it’s critical. Reliable communication builds trust and Vertical can help you start with a solid foundation. 

We believe the best way to restore confidence in business communications is simple: test early, fix fast, and never go live if the foundation isn’t solid. By proactively addressing risks through infrastructure investments, technical standards, contingency planning, and equity-driven policies, organizations can protect trust, fairness, and effectiveness in an increasingly virtual world. 

Conclusion 

Glitchy video calls aren’t just an annoyance; they erode trust, credibility, and outcomes in critical business interactions. The real culprit is almost always the network, not the platform. That’s why network readiness must be treated as the foundation of modern communication. 

At Vertical, we specialize in helping businesses build that foundation. From proactive network assessments to VoIP optimization and ongoing support, we ensure your communications are reliable, resilient, and ready for the moments that matter most. 

Don’t wait until your next sales pitch, constituent interaction, or client consultation is compromised by avoidable glitches. Contact Vertical today (www.vertical.com) and take the first step toward eliminating video-call mistrust and delivering seamless, trustworthy communication. 

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