topic Re: Teams stuttering all the time in Full Fibre

Teams stuttering all the time

thetarpey — Thu, 04 Nov 2021 19:10:22 GMT

My download speeds are close to 70Mb and my uploads are good too. However I cannot last 10 minutes on a teams call before my video stutters really badly. I'm regularly dropping a few seconds of audio, all the time. This is a new problem starting around 3 weeks ago, for the last 18 months I had no trouble. I've not made any changes to my network, or introduced more devices. I can replicate the issue on two separate laptops.

I use a Ubiquiti ac-lite as my wireless access point with wireless turned off on my hub one. I switched to connecting via the hub one's wireless and I get the same issue.

I'm leaning towards this being an issue with the router itself, but I'm really not sure when I can go with this. I need to fix this, otherwise I have to switch providers, I cannot cope with the constant freezing anymore.

Re: Teams stuttering all the time

Gel — Fri, 05 Nov 2021 07:06:22 GMT

Surely you aren't on ADSL with that speed?

Re: Teams stuttering all the time

thetarpey — Fri, 05 Nov 2021 07:15:41 GMT

Sorry, have I posted on the wrong group?
DSL Line Status
Connection Information
Line state: Connected
Connection time: 14 days, 19:09:54
Downstream: 79.9 Mbps
Upstream: 19.98 Mbps

Re: Teams stuttering all the time

dvorak — Fri, 05 Nov 2021 08:24:41 GMT

Moderators Note

This topic has been moved from ADSL Broadband to Fibre

Re: Teams stuttering all the time

Baldrick1 — Fri, 05 Nov 2021 10:49:25 GMT

@thetarpey

Have you tried connecting the computer to the Hub One over an Ethernet cable?

Re: Teams stuttering all the time

thetarpey — Fri, 05 Nov 2021 11:10:04 GMT

That would be a worthwhile test, but it would need me to buy 30ft of Ethernet cabling and wouldn't be sustainable. Is there anything else I can try?

Re: Teams stuttering all the time

thetarpey — Fri, 05 Nov 2021 11:44:08 GMT

On a Teams call now ping is steady 19-20ms, with 0% packet loss, but regularly spikes to 400ms with 47% packet loss before settling back to normal.

Re: Teams stuttering all the time

Baldrick1 — Fri, 05 Nov 2021 12:03:52 GMT

@thetarpey

It's hardly a huge investment and would prove whether it's a wireless problem. That would be a great help in diagnosing the issue. https://www.amazon.co.uk/World-Network-enhanced-Ethernet-Router-pink0036/dp/B003ZB7NE2/ref=sr_1_12?crid=19U6PIL4G5280&keywords=ethernet+cable+10m&qid=1636113639&qsid=259-0223778-8579942&sprefix=ethernet+cable+10m%2Caps%2C79&sr=8-12&sres=B08R75M1CJ%2CB07DDH9RLK%2CB08Y6CQBY7%2CB08V5F1QFW%2CB087QPM92P%2CB0837YJ8CH%2CB08CZHRWDR%2CB003ZB7NE2%2CB08BNR5924%2CB00ST2WJYG%2CB08ZNMDJ9K%2CB07QV6PLCZ%2CB07LH51DYS%2CB08KRR23PR%2CB094YDS14T%2CB07RJ9Y7KL&srpt=ELECTRONIC_CABLE

Re: Teams stuttering all the time

thetarpey — Fri, 05 Nov 2021 12:20:08 GMT

Thanks @Baldrick1, let give this a whirl and see if it's still an issue.

If it does show a wireless issue, does that mean replacing my Hub? It's performance has always been solid up until now and the placement of computer / router or wireless AP has not changed.

Re: Teams stuttering all the time

LaurenB — Fri, 05 Nov 2021 12:28:48 GMT

Hiya @thetarpey, thanks for getting in touch. I am sorry for the issues with your service and for the inconvenience this causes on your calls, I can understand this could get quite frustrating!

I have tested your line and this hasn't detected any faults and we are seeing a stable connection.

As has been mentioned above, I would recommend trying an Ethernet connection, as this will tell us if the issue is just being caused by the Wireless signal or whether the issue could lie elsewhere. I appreciate if your PC is used further from the router, this might not be suitable to connect; can you connect your laptop via Ethernet, just to test and see if there are any problems?

Have you noticed any issues with anything else other than teams?

Re: Teams stuttering all the time

Baldrick1 — Fri, 05 Nov 2021 12:41:07 GMT

There are things that you can try to get the best wireless performance.

Log in to the hub and check the firmware version. If it ends 263 or earlier then it needs a firmware update. Add a request to here. https://community.plus.net/t5/My-Router/Hub-One-5GHz-WiFi-issue/m-p/1696363#M15510

Next you can try separating the bands, see here. https://community.plus.net/t5/My-Router/2-4ghz-and-or-5ghz-best-practice/m-p/1351966#M840 Having done this try each of the bands by going in to the device available wireless networks, where the 5GHz band will have been added. Both use the same password.

Next you can try changing the wireless channel. Go back to the advanced wireless settings and change the channel from auto to one of the others. If you have an Android phone you can download a sniffer app such as WiFi analyser to see which band has the fewer and lower amplitude neighbour's transmissions. Check at both the hub location and that of your device.

Finally get a hub with better wireless performance. You can pick up a BT Smarthub very cheaply from auction sites. You will find setting instructions etc pinned to the top of the router board.

Re: Teams stuttering all the time

thetarpey — Fri, 05 Nov 2021 13:58:12 GMT

Thakns @Baldrick1 I already use a separate wireless AP for better performance (wireless turned off on the Hub1) but for troubleshooting I saw the same issue on the hub wifi. I don't want to seperate the chanels though as it seems to cause issues connecting to my Sonos.

A guy came to the door explaining that a lot of fibre customers have been complaining since Openreach laid down some higher capacity fibre a few months ago. He's a salesman so I cn't say how much is certain, but Talk Talk 150Mpbs is an option..

Re: Teams stuttering all the time

thetarpey — Fri, 05 Nov 2021 13:59:46 GMT

Software version 4.7.5.1.83.8.289.1.3 Last updated 11/10/21

Re: Teams stuttering all the time

Baldrick1 — Fri, 05 Nov 2021 14:07:01 GMT

@thetarpey wrote:

A guy came to the door explaining that a lot of fibre customers have been complaining since Openreach laid down some higher capacity fibre a few months ago. He's a salesman so I cn't say how much is certain, but Talk Talk 150Mpbs is an option..

As @LaurenB has confirmed that your line is stable you can be be pretty sure that this is no more than fictitious salesman patter.

Re: Teams stuttering all the time

thetarpey — Fri, 05 Nov 2021 14:13:23 GMT

Thank you @LaurenB I will try ethernet connection, I've ordered the cable. Are you aware of any faults in the area, I do remember OpenReach laying cable recently, around the time these issues started. My network here hasn't changed. (Obvously I cant control wireless interference)

Re: Teams stuttering all the time

Alex — Fri, 05 Nov 2021 14:19:13 GMT

I know my sister uses teams quite a bit, and she hasn't compained about it to me - not that I can remember anyway.
She uses the Hub One, when I go over there later I will ask her how it is and post the firmware version she is using later on.
Just in case it helps.

Re: Teams stuttering all the time

thetarpey — Fri, 05 Nov 2021 14:55:50 GMT

Thanks @Alex, I really appreciate that. 👍

Re: Teams stuttering all the time

thetarpey — Tue, 09 Nov 2021 01:45:24 GMT

Did some testing tonight with the Ethernet cable and found that the problem is definitely wireless. When connected to the router the speed and stability are excellent.

On the wifi however, I'm struggling to use the 5ghz band at all, I'm getting socket errors, and DNS lookup faults often connection drops completely and reports as connected with no internet. I'm sat in the same room appox 6ft from the router. I disabled the 5ghz band and got much better performance using just the 2.4ghz radio, even though it's much more congested.
I will test video performance using just 2.4ghz to see if that fares any better.

What gives with the 5ghz performance though? My firmware seems bang up to date, 4.7.5.1.83.8.289.1.3 | Last updated 11/10/21

Re: Teams stuttering all the time

thetarpey — Tue, 09 Nov 2021 01:47:14 GMT

Re: Teams stuttering all the time

LaurenB — Tue, 09 Nov 2021 08:35:37 GMT

Thanks for getting back to us @thetarpey and for doing some checks over Ethernet, at least we know now for definite that is is a WiFi issue.

Thanks for confirming what other checks you have done, though I am sorry to hear of the problems using the 5GHz connection especially given the firmware being up to date.

Do you get this same issue with the 5GHz when trying it on different devices? If only tried it with one device, can you check another just so we can rule out that device alone having problems with it, letting us know how this goes.