topic Re: Zoom bandwith low in Broadband & Landline

Zoom bandwith low

Sonyjl — Tue, 12 Jul 2022 15:00:31 GMT

I currently have EE fibreplus and during any Microsoft Zoom call when using the Screen-share function, I get the “unstable connection” or low connectivity message.

The app reports packet loss due to low bandwidth.

The issue is present when using both a wired or wireless connection.

The company IT department state that the internet service provider needs to increase the bandwidth for the Zoom application on the firewall.

Anyone experienced the same?

Recently two BT Openreach Engineers have visited the property and have inspected the wiring to be ok. The downloads speed i get are above 40mb and the upload 15mb.

Re: Zoom bandwith low

XRaySpeX — Tue, 12 Jul 2022 15:07:20 GMT

Welcome to EE's Home Broadband Forum.

Do you mean Microsoft Teams or Zoom? They are diff products. MS Team is far more extravagant than Zoom.

If you would like help with your BB speed or connection issues, please would you carry out the following steps for starters, which will enable us to diagnose the problem and advise you further. Do not restart your router to do these tests:

1. Post your full router stats:

For a BrightBox: login and go to Advanced Settings > System > DSL Status. Also post 'System Uptime' from top of System Log page.
For a SmartHub: login and go to Advanced Settings > Technical Log > Information. Obscure your names & any numbers in the BB Username & also the SSIDs.

Full router stats are key to any speed & connection issues.

2. Try a wired speedtest, using an Ethernet cable supplied with the router, here http://www.thinkbroadband.com/speedtest.html . Click on the "Results Page" button at the bottom of the graph you first see and then copy to here just the "Link to this result:" link that you see below the next main graph.

3. What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post just the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker, not the Postcode Checker.

Re: Zoom bandwith low

Sonyjl — Wed, 13 Jul 2022 06:52:30 GMT

The issue is with Microsoft Zoom.

Re: Zoom bandwith low

Christopher_G — Wed, 13 Jul 2022 07:05:13 GMT

Hi @Sonyjl

Are you able to post the router stats that @XRaySpeX was looking for?

Chris

Re: Zoom bandwith low

Sonyjl — Wed, 13 Jul 2022 07:05:21 GMT

Https://www.thinkbroadband.com/speedtest/1657695664277114355

Re: Zoom bandwith low

Sonyjl — Wed, 13 Jul 2022 07:05:58 GMT

Re: Zoom bandwith low

Sonyjl — Wed, 13 Jul 2022 07:34:24 GMT

@Christopher_G @XRaySpeX Are the details visible to you?

Re: Zoom bandwith low

XRaySpeX — Wed, 13 Jul 2022 08:02:09 GMT

Yes, that's good. & part 3. please.

There is no Microsoft Zoom. It's either Microsoft Teams or Zoom's Zoom.

Re: Zoom bandwith low

Sonyjl — Wed, 13 Jul 2022 08:36:51 GMT

It is Zoom.

Apologies I thought Zoom was owned by Microsoft.

Re: Zoom bandwith low

XRaySpeX — Wed, 13 Jul 2022 08:45:57 GMT

Thanks, everything looks good there. You should not have any issues using Zoom. I have no issues using Zoom's Screen-Share function on a much lower bandwidth.

Locate the hidden test socket that is revealed when you remove the bottom half of the split faceplate (2 screws or press tabs) of your master socket. Only do this if you have a split faceplate. Do you have any extension sockets in the home even if unused? Are there any wires connected to back of faceplate of master socket?

Try the BT Quiet Line Test (QLT), dial 17070 Opt 2, preferably with a corded phone, in the test socket with the router disconnected. If there is any noise, report it to your landline provider as a voice fault (don't mention Broadband). Often sorting out voice faults will fix the Broadband as well.

Reboot the router & plug it into the test socket. Post the full router stats & System Uptime when plugged into test socket.

Is the issue any better?

Re: Zoom bandwith low

Sonyjl — Wed, 13 Jul 2022 08:55:58 GMT

BT Openreach Engineers have visited the property and inspected the landline twice in the past two months. The extension sockets were removed and the master socket replaced. All was deemed to be in good working order.

Last week I was sent a new router, and no improvement.

Is the anything else you can think of that would cause the low bandwidth?

Re: Zoom bandwith low

XRaySpeX — Wed, 13 Jul 2022 08:59:54 GMT

Not until you carry out all the tests I suggested.

Re: Zoom bandwith low

Sonyjl — Wed, 13 Jul 2022 09:01:32 GMT

I don’t have a hardwired telephone to perform the test you are asking.

Re: Zoom bandwith low

XRaySpeX — Wed, 13 Jul 2022 09:06:42 GMT

The QLT is the most important test to help diagnose faults such as yours. Noise on the line is the most common cause of BB failing or going slow.

A corded phone handset is the best diagnostic tool you can have for BB. I strongly recommend getting a cheap corded handset to help diagnose BB issues like yours as well as keeping the line "wet" to help avoiding BB issues & paying out for an engineer to fix faults in your own wiring.

Re: Zoom bandwith low

Mustrum — Wed, 13 Jul 2022 09:20:20 GMT

@Sonyjl Are you connected via VPN when you are making these calls?

Is there anyone else using the internet at the time - gaming or streaming perhaps?

Do you have any other programs running on your machine when on the calls?

How far from the router when on Wi-Fi? When wired is it direct, or via powerline or other adapters?

What machine do you use for the calls? Or its spec/age?

All of these things can reduce the bandwidth available to Zoom, so reducing/stopping them will help.

Re: Zoom bandwith low

Sonyjl — Wed, 13 Jul 2022 09:43:30 GMT

Router reboot plugged into test socket

Re: Zoom bandwith low

Sonyjl — Thu, 21 Jul 2022 08:00:52 GMT

@XRaySpeX I dont have landline included in my package, so unable to connect to BT QLT with a corded handset. Is the any other troubleshooting tips?

Re: Zoom bandwith low

XRaySpeX — Thu, 21 Jul 2022 08:35:39 GMT

Pity! No.