Facetime Poor Connection when using Wi-Fi

[#1]

Hi

I have a TP-Link Archer VR2600 Router that seems to work fine, I have no issues with speed or connection most of the time.

Speed tests show ~65mb down and ~18mb up on both wired and wireless connections.

My wife uses Facetime on an iPhone 7 to chat with her Mother in Holland and both of our kids who are away at University. If she connects to the Wi-Fi to use Facetime and make these calls, to three different people, in three different locations, then she constantly gets "Poor Connection" messages and no video. 

If she switches off Wi-Fi and uses 3G - There are no issues...it works fine...

I have reset the router to factory settings and set the DNS to Google DNS 8.8.8.8 and 8.8.4.4 to see if this would make any difference but the issue still remains.

Does anyone have any ideas on what could be causing this issue? 

I'm not sure if the issues is with the Router and something needs to be changed or if it is something on the Plusnet Network?

Thanks

Michael

[#2]

Hi @sheavesm,

I'm sorry to hear that you're experiencing connection problems on Facetime when using your WiFi.

I've tested your line and the test hasn't picked up any underlying connection problems from here:

GEA Test Detail
Circuit ID	NA	Service ID	BBEUXXXXXXXX

Test Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_0000
Description	GEA service test completed and no fault found .
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	76.6 Mbps
Upstream Speed	20.0 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap	Not Detected
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	343.8
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Very Good
Interference Pattern	Regular Interference Observed Daily
Service Impact	No Impact Observed
Interference Duration Longest Occurrence	From 12:45 to 02:00
Interference Location	Customer Premise
Interference Observed In Days	14
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream Traffic Detected
Technology	VDSL
Profile Name	0.128M-80M Downstream 4dB, Retransmission High - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2019-01-15T10:00:00

As this is the case, it's likely that the problem lies with the WiFi signal from the router. I'd recommend that you have a look at our WiFi connection guide here and that you also try changing the wireless channel on your router (the router's manual should contain instructions on how to do this.)