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Slow wifi. Webex video calls keep dropping and sound. Not enough bandwidth?

ar533
Newbie
Posts: 3
Registered: ‎15-06-2021

Slow wifi. Webex video calls keep dropping and sound. Not enough bandwidth?

 Hi

 

I'm having issues with my wifi and webex. I can't seem to have a normal call  without the call dropping out. 'Low bandwidth it says'

 

Audio only seems to work better than video but both dropping out.

 

I have changed my wifi channel to 11 (best channel in my area) and it still doesn't work.

 

I never used to have problems with ADSL on Sky.

 

What can I do?

5 REPLIES 5
ar533
Newbie
Posts: 3
Registered: ‎15-06-2021

Re: Slow wifi. Webex video calls keep dropping and sound. Not enough bandwidth?

I should add that the router is a free one from plusnet. It only has 2ghz option and my wifi has been v. slow ever since I joined.

Really need a fix urgently.

 

Others seem to have the same issue: https://community.plus.net/t5/My-Router/WiFi-keeps-dropping-out-Hub-Zero/m-p/1812614

 

Report:

<a href="http://www.dslreports.com/speedtest/68666696">
<img src="http://www.dslreports.com/speedtest/68666696.png"></a>

 

adam945
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,319
Fixes: 113
Registered: ‎01-12-2020

Re: Slow wifi. Webex video calls keep dropping and sound. Not enough bandwidth?

Good morning @ar533

 

Thank you for reaching out via our Community Forum.

 

So after running some tests on my end, it does appear that the line is operating correctly and within estimated line speeds. Can I ask whether you're experiencing the same issues with other applications? As you can imagine, it's often tricky to diagnose wireless issues as the factors which determine the strength and consistency of your wireless connection are outside of our domain.

 

These include things such as the number of other devices connected, electrical interference, the demographics of your property etc.

 

further information on how to establish the best wireless connection within the property can be found here: https://www.plus.net/help/broadband/getting-the-best-wifi-signal/

 Adam
 Plusnet Help Team - Leeds
ar533
Newbie
Posts: 3
Registered: ‎15-06-2021

Re: Slow wifi. Webex video calls keep dropping and sound. Not enough bandwidth?

Yes, also dropping out on my iPhone and connection drops on my other laptop, 

 

Can the router can't cope with the buffer bloat?

 

The router does seem v. basic and is one provided 2 year ago I believe.

 

It should be able to cope with iPhone and 3 laptops connected.

adam945
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,319
Fixes: 113
Registered: ‎01-12-2020

Re: Slow wifi. Webex video calls keep dropping and sound. Not enough bandwidth?

Hi @ar533

 

It's all subjective really, and depends on the amount of data being transferred by specific applications at any given time, so this definitely could be the case. going forward though, I've just processed an upgraded router (Plusnet Hub One) to be sent out to you, arriving within 3-5 working days Smiley

 

This should improve your overall connection. I've also found that Fibre is available on your line, which would be another option if you continue to encounter further issues.

 Adam
 Plusnet Help Team - Leeds
Townman
Superuser
Superuser
Posts: 23,294
Thanks: 9,783
Fixes: 162
Registered: ‎22-08-2007

Re: Slow wifi. Webex video calls keep dropping and sound. Not enough bandwidth?

Might we be missing simpler issues here?

What is your line capable of and is it "clean"?

What are the expectations for your line?

Please use the following links to check the services available and their estimated speeds. From the first link, please record and report back the distance from the exchange. The second link advises of which fibre services (if any) are available on your line and their anticipated speed.

 

Broadband is not going to work well if the "phone" line is not working properly.

Please perform a quiet line test - dial 17070 select option 2 using a corded phone plugged into the test socket behind the face plate of the master socket. It should be silent. A noisy phone line (or no dial tone) will have a marked adverse impact on the performance of broadband.

If the line is noisy or there is no dial tone, then a PHONE LINE fault needs to be raised with your phone provider. If this is PlusNet, you can report a fault on line using the button below.  From the Q&A list, choose the one which matches the problem, 'open' the 'section' and click the trouble-shooter link.  NB: If you receive a failure message (rather than a log-in prompt) then log-in to the user portal in a different browser tab and attempt to use the trouble-shooter again.


 

How is your line performing?

Please post your router stats; for PN TG582n and 2704n routers use the buttons below, for other routers look at the Kitz link.

Also run a BT Wholesale speed test (ideally using an Ethernet wired PC with the WiFi turned off) then run the further diagnostics and post the results here. DO NOT REBOOT the router!

NB: Please use an Edge browser or IE as there have been many reports that others fail to function correctly when accessing the BTw speed test.


 

 

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.