Microsoft Teams

[RachB77]

Since switching to EE I have found that the quality when using Teams is not great - buffers on video calls and freezes. Other colleagues who are with EE have the same issue. Fine on all other platforms - WhatsApp etc. Are EE aware of this?

[Rach_H]

Hi @RachB77,

I can see that @Christopher_G popped you through a Private Message a little while ago, asking for some further information so we can get this looked into.

If you could take a look and get back to him we'd be happy to see what we can do.

Rach 

[mmccart3]

Hi @Rach_H 

I am happy to help you understand the problem if you are interested.

Mark.

[Rach_H]

Hi @mmccart3,

I've popped you through a Private Message now. If you could respond with some details then we can work to get to the bottom of this. 

Rach

[chrisross22]

Can you please also message me as I have the same issues.

[bobpullen]

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@mmccart3 wrote:

The issue is also not related to which router you use at home, the issue lies with the EE router based in your local exchange...

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OUt of curiousity, what leads you to this conclusion? It seems awfully specific! Is there some evidence somewhere that points to a problem with exchange equipment?

I'm definitely one of the lucky ones as my Teams calls seem fine.

[mmccart3]

Hi Bob,

The summary of the evidence so far:-

2 customers have had their routers replaced by EE with no improvement.

1 customer has used a non-EE home router with no improvement

proven succesful work arounds are:

Use a VPN: which tunnetls UDP packets past the exchange router in TCP packets. Switching the VPN on clears the problem. Switching the VPN off brings back the problem within the same call. 

Using Teams Meetings which uses TCP packets rather than UDP packets used for Teams calls

using the web vesrion of Teams which again uses TCP packets to connect to the Teams web server.

If you have a better conclusion, I am all ears!

[Ewan15]

@bobobob I concur. I use Teams throughout the day both via meetings and calls without issue 

[Rach_H]

Hi @chrisross22,

Welcome to the Community!

I've popped you through a Private Message about this now, and I'm keen to help get to the bottom of this. 

Rach

[chrisross22]

Thank you.

I got a new work laptop yesterday so just doing some experimenting this morning using the EE router to see if the issues remain. If they do I’ll switch to the non EE router I bought to see so just trying to get some more info before I reply to your PM.

[bobpullen]

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@mmccart3 wrote:

Hi Bob,

The summary of the evidence so far:-

2 customers have had their routers replaced by EE with no improvement.

1 customer has used a non-EE home router with no improvement

proven succesful work arounds are:

Use a VPN: which tunnetls UDP packets past the exchange router in TCP packets. Switching the VPN on clears the problem. Switching the VPN off brings back the problem within the same call. 

Using Teams Meetings which uses TCP packets rather than UDP packets used for Teams calls

using the web vesrion of Teams which again uses TCP packets to connect to the Teams web server.

If you have a better conclusion, I am all ears!

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Thanks Mark. Certainly suggests something external/non-hub related, but where/what that something might be is still a bit of a mysetery IMO 🤔

I wonder if this is worth a look in for those having problems? It's a Microsoft web service that runs a series of connectivity tests, including Teams UDP connectivity/packet loss/latency etc. The tool can be accessed here and maybe it will offer us some clues - particularly why some are having problems, whilst others aren't?

That said, I've just tried running it and I can't seem to get past the initial whirring of the 'running web browser tests'.

Edit: finally got some results back but very light on anything Teams related.