topic Re: Zoom video quality poor on 1 gig fibre (but using VPN fixes it?) in Broadband & Landline

Zoom video quality poor on 1 gig fibre (but using VPN fixes it?)

G-O — Sat, 25 May 2024 17:25:02 GMT

I recently upgraded to 1 gig fibre and moved to 'the new ee' from a legacy ee broadband account. Since this change, my Zoom video quality is terrible. When I look at the statistics on zoom, im getting massive packet loss 60-80%. This was fine before the upgrade with no issues at all.

I have tried with multiple routers (my orbi 950 and the ee provided hub) and the issue persists. I've tried plugging into the router via ethernet, the issue is the same.

Now, randomly, I have a Nord VPN, and when I have this turned on, this issue goes away.

I contacted to Zoom support and they say it is a network issue and to contact the ISP.

Anyone have any clues what I can do to solve this?

Thanks

Re: Zoom video quality poor on 1 gig fibre (but using VPN fixes it?)

Mustrum — Sat, 25 May 2024 20:07:39 GMT

@G-O A bit more info might help?

How and what is the v-n connected?

How was the orbi connected?

Re: Zoom video quality poor on 1 gig fibre (but using VPN fixes it?)

G-O — Sat, 25 May 2024 20:18:26 GMT

The Orbi is connected to the ONT box and connects via PPPoE.

As I mentioned the issue is still there when I use the ee provided hub with the Orbi out of the process.

The VPN is just run on my laptop with Nord VPN app.

I've tested with multiple laptops too, issue is the same.

Re: Zoom video quality poor on 1 gig fibre (but using VPN fixes it?)

Mustrum — Sat, 25 May 2024 21:00:49 GMT

Thanks @G-O

Did you try another DNS setting or are you using the EE default ones?

There has been another similar issue recently, I wonder if it is related?

Did you do any analysis of the routing?

https://community.ee.co.uk/t5/Broadband-Landline/Stability-of-service/td-p/1344562

https://community.ee.co.uk/t5/Broadband-Landline/High-Packet-loss-timeouts-in-broadband-backbone-network/m-p/1388613#M94361

Re: Zoom video quality poor on 1 gig fibre (but using VPN fixes it?)

G-O — Sat, 25 May 2024 21:44:35 GMT

Thanks, I have tried different DNS settings and it unfortunately it doesn't change the situation.

Im not sure how to do any analysis of the routing so that's not something I've done. Any advice there welcome.

The strange thing is, that other services don't seem to have this problem, FaceTime calls, FB messenger etc all work fine. It's only Zoom that I have found so far with the issues. When running speed tests, the reported speeds during the zoom calls are the same as when there is no call. Everything else seems fast.

But, better Zoom calls was one of the main reasons I chose to upgrade.

Re: Zoom video quality poor on 1 gig fibre (but using VPN fixes it?)

G-O — Mon, 27 May 2024 10:04:39 GMT

Does anyone know if there is a specialist department at EE that I can contact about network problems like this?

Re: Zoom video quality poor on 1 gig fibre (but using VPN fixes it?)

JimM11 — Mon, 27 May 2024 10:31:27 GMT

@G-O Tech support would be your first point of call, you will need to put the EE router back on for sure, as that is all they will support, and check your zoom is poor again before you call them. You may wish to also use the New EE customer text service to test the system? Details you will find on the help screen....

Re: Zoom video quality poor on 1 gig fibre (but using VPN fixes it?)

G-O — Mon, 27 May 2024 19:35:13 GMT

Thanks, just had a 2 hr call going over all possible things that the kind agent could think of but to no avail.

This is indeed a strange scenario indeed but with only 14 days cooling off period I am concerned this wont get solved in time.

If I decide I need to cancel, what would the process be post cancellation? ie will my service stop the next day, or 30 days after? Just trying to see how things need to play out if this is the only option I have.

Thanks

Re: Zoom video quality poor on 1 gig fibre (but using VPN fixes it?)

JimM11 — Mon, 27 May 2024 20:33:09 GMT

@G-O This really sounds like it is a zoom issue with all the items you have tried, and all the other software appearing ok. When you have the zoom issue, do you have access to another location were you can go have a zoom test call....

Have you managed to get EE to test your broadband connection from the text service i suggested earlier to rule the system out.

With your orbi system you could look at thinkbroadband and run a BQM to see what is going on. Have you just tried the old trick of switching off the ONT and the Router for an hour to see if that helps.... Not sure what would happen with regards to your switch if you decide to go, may be someone else could answer this.

Re: Zoom video quality poor on 1 gig fibre (but using VPN fixes it?)

G-O — Mon, 27 May 2024 21:02:41 GMT

Thanks @JimM11

I really wish it was a zoom issue. But all signs point elsewhere.

- If I tether to my 4G mobile from the same laptop, Zoom works fine.

- If I use my laptop in the office in London, Zoom works fine.

- It's just with this network it doesnt work, and with any device here.

I did use the text service you suggested. It ran some checks that came out OK, did a reset of my hub. But the issue persisted.

I aslo set up the thinkbroadband BQM with the orbi. Results look normal I think?

Re: Zoom video quality poor on 1 gig fibre (but using VPN fixes it?)

Mustrum — Mon, 27 May 2024 23:55:54 GMT

@G-O got to agree, not a Zoom issue, that said a tricky one. Your BQM shows no sign of congestion or excess traffic.

I copied your thread to another who was having possible similar issues which I thought may have been a BT core network issue. That said, if Zoom was working O with what you had, there should be no reason to upgrade.

To narrow things down it would help with some more details.

It may be that there is an issue with some congestion on one of the core routers in the network between you and the internet. But to prove it would need a bit more investigation and technical info from you. That said, easy way out is revert to your old network, if that is available.

Hoping you have a windows laptop/PC if so can you hit the windows key and enter CMD, and when the window opens enter cmd an in the dos window enter tracert to the Zoom site - I guess Zoom.com.

Re: Zoom video quality poor on 1 gig fibre (but using VPN fixes it?)

BeardedFeline — Thu, 31 Oct 2024 18:40:30 GMT

This is not a zoom issue, this is an EE hardware issue. I had the exact same issue within my cooling off and opted to switch back to BT as an engineer would not have been available before my cooling off period ended.

My IT department (very competent people) looked into this and strongly suspected this to be an ISP or router issue.

My father since switched to EE and has had the exact same issue with both zoom and teams on various devices.

This is not a new issue, I raised this month's ago and since then several others have. With that level of consistency this would appear to be an issue with EE or their equipment. I've had not problem since switching back to BT and their smart hub.

I tried the usual methods, DNS changes, channel changes, deactivating certain bands, separating bands, power cycling etc. even port forwarding and DMZing. Nothing worked.

Web based versions work fine but the applications seems to be throttled and even blocked by EE.

Re: Zoom video quality poor on 1 gig fibre (but using VPN fixes it?)

QuantumPhys — Thu, 15 May 2025 19:45:27 GMT

Hi @G-O and @BeardedFeline ,

Did you ever manage to find a resolution to these issues?

I'm having almost exactly the same problems but so far haven't management to identify the cause. I'm struggling to find someone in EE who can help. I feel like I need to ask exactly the right question, but don't know what that question should be!

Re: Zoom video quality poor on 1 gig fibre (but using VPN fixes it?)

G-O — Thu, 15 May 2025 19:59:18 GMT

I didn’t and couldn’t so left EE and went to a cityfibre provider who have 1gig up and down.

No problems since the switch.