Continued VOIP Issues In My Area (Over 4G and Broadband)

[RwanNawr]

Since the 1st of October, my VOIP software has not worked via EE Wi-Fi, ethernet or mobile data hotspot in my home location (NP12). Calls do not seem to be given priority. Up until the 1st, this was working 99% of the time (with the occasional service dropout).

My mobile data hotspot has been tested in a different location (CF3) and it returns to normal and performs as expected.

Is there a specific networks team that can check a switch in the area that would be impacting VOIP software over broadband and the mobile network?

[XRaySpeX]

Is this mobile or fixed Broadband? 

[Chris_B]

@RwanNawr  If your broadband is a fixed line broadband then you’ve just proven the issue isn’t with EE as 4G has nothing to do with your fixed broadband it’s two different systems.    

[RwanNawr]

This issue occurs when on my fixed EE broadband and my EE mobile hotspot (tethering from my mobile).

[RwanNawr]

Unfortunately, it appears there is some link.

The performance issue I experience with my VOIP is exactly the same either when on EE broadband or tethering to my EE 4G hotspot at home.

I have a secondary phone with Vodafone 4G on which I have tested the mobile tethering, and there is no issue. Calls are prioritised, and I can use it as normal.

If I travel to my office (which I now need to), and tether to my EE mobile hotspot there, there is no issue. Calls are prioritised, and I can use it as normal.

[James_B]

Hi @RwanNawr,

Have you contacted your VoIP provider to see if they identify what is causing the issue?

James

[RwanNawr]

Part of my investigation has involved raising an incident through my VOIP provider.

However, because I can demonstrate that there is no issue in the office, or when using my Vodafone 4G, or when tethering to my EE mobile data in a different location, they have concluded that this is a local network issue.

I work for my company's IT department, and our conclusion is that that VOIP traffic is not being given priority. I do accept the improbability that both the broadband and 4G would be affected, however it would appear that is the case.

[James_B]

Hi @RwanNawr,

Do you have any speed test results from the location you are having the issue in?

James

[XRaySpeX]

What is the device that your VOIP software is installed on? That will equally be a common factor at your home location. 

[RwanNawr]

OpenReach have visited the property and confirmed there are no issues isolated to the line at the house, and their own speed tests demonstrated I was getting above my guaranteed speeds.

The last speed tests I have are below:

Work device (Over VPN):
Ping: 29ms
Download: 32.3mbps
Upload: 15.4mbps

Personal Device:
Ping: 13ms
Download: 73.6
Upload: 17.2

These speed tests have been consistent for over a year, and did not change after my router was swapped out.