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Microsoft Teams

RachB77
Investigator
Investigator

‎11-08-2025 04:35 PM

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?

71 REPLIES 71
Mark_Walker
Investigator
Investigator

‎05-11-2025 11:07 AM

I have had the same issue since switching to EE 3 weeks ago.

I thought it was Teams related so have done everything possible to re-install teams, clear cache etc, but no joy.

It all worked perfectly with Virgin Media.

Using 900mbs service with Wifi7 hub and 2 extenders

About to cancel EE as this is not sustainable

 

Mark_Walker
Investigator
Investigator
In response to Mark_Walker

‎05-11-2025 12:01 PM

Further tests mirror what others are seeing.

  • Teams via Browser works fine for sharing etc. 👍
  • Teams via App when connected to Phone works fine 👍
  • So, only an Issue when I'm using the Teams App on the network.👎

I'd love to know what settings to apply and where to resolve this.

 

catsarenice1
Investigator
Investigator

‎05-11-2025 02:22 PM

Add me to the list of people having this problem as well. I thought I was going mad.

My bandwidth (up and down) is excellent but I get complaints from others on Teams calls that I can't be heard when I'm on my EE FTTP on wifi. (Switching to my mobile hotspot, fine, and in the office, fine - laptop is not the problem)

I've just set up Teams in-browser in the hope that this will be a decent workaround but not tried it yet.

Very keen to get this sorted out, and disappointed that EE are being slow to acknowledge the issue here, as otherwise I'm really happy with my broadband performance.

chrisross22
Investigator
Investigator

‎05-11-2025 05:26 PM

Mine has been fine again all day so whatever the technical team have done in the background must have fixed it.

0 Helpful
bobpullen
Star Contributor
Star Contributor
In response to bobpullen

‎05-11-2025 05:30 PM

Watching this thread with interest and keep coming back to this: -

@bobpullen wrote:

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

Obvious thought is - what's the difference between mine/others' setup and that of those reporting problems? I wonder if there are any trends e.g. same employer, device type/model, network configuration/VPN etc. 🤔

Might we find some clues if those with problems can share some of the detail, e.g...

  1. Short description of problem e.g. "voice OK but video breaks up", "I can hear others but they can't hear me" etc.
  2. What hub/router is being used i.e. the model from the label
  3. What broadband service is being used i.e. Full Fibre/FTTP or part fibre/FTTC
  4. What devices are affected? make/model of laptop etc.
  5. Is it a 'corporate' device i.e. supplied by an employer. If so, who? - assuming comfortable with disclosing, of course!
  6. Any VPN/security software installed on the device? e.g. ZScaler, AnyConnect, AOVPN, SonicWall Global etc.
  7. Have you tried another hub, either non-EE or older model?
  8. If yes, what hub was it and does it resolve the problem?
  9. Any other useful info e.g. there have been some ineresting comments that the issue only affects direct calls for some and not scheduled Teams Meetings. Similarly, others have said that going through a web browser is fine, but the desktop app struggles. Some are reporting that hotspot connection or being at the office works OK etc.

For what it's worth - I mainly use a Thinkpad T14 Windows 11 laptop that uses ZScaler to connect to the corporate network. I'm on Full Fibre and I'm not suffering problems.

deezle
Investigator
Investigator

‎05-11-2025 05:37 PM

Yes is undoubtedly certain corporate laptops with specific security set ups. My wife has no problems with Teams at all.

I'm not willing to mention my employer, but given I reckon this is impacting a few large firms, I think it's in the hundreds of thousands of UK employees being recommended to steer clear of EE.

And the key is - the old basic routers work, and all other ISP's work without issue with our corporate set up.

 

catsarenice1
Investigator
Investigator

‎06-11-2025 08:29 AM

Unhelpfully, I had a change of employer (and laptop/IT security setup etc) around the same time as I switched from EE FTTC with an "old" router to EE FTTP Smart Hub Plus. Changing more than one thing at a time makes pinpointing the exact source hard, I know. The former setup worked great, the latter does not.

However, my current setup (as I mentioned earlier) works fine when I tether my EE mobile, so going through the mobile core is not a problem, even though I have less headline bandwidth when tethered when I do a speed test - just when I switch to using wifi on my EE broadband.

From what I know of my current IT setup, we use split tunnel - I think this means that Teams traffic is exposed outside a VPN. I would be happy to give more details over DM to staff, though I'm a bit reluctant to call customer support and spend hours going through a standard script and end up with "your internet looks fine" (I'm sure it does) when the issue appears to be widely known.

bobpullen
Star Contributor
Star Contributor
In response to deezle

‎06-11-2025 10:18 AM

@deezle wrote:

And the key is - the old basic routers work, and all other ISP's work without issue with our corporate set up.

In some cases, it seems 🤔

There are reports in this thread of certain issues affecting non-EE equipment as well (when connected to an EE line). Perfect example of why I think providing the additional detail might be helpful. Despite the strong evidence, correlation isn't always causation, and it seems there are multiple factors at play.

Question is - what are they?  🤷

0 Helpful
Cmc_87
Explorer
In response to Rach_H

‎06-11-2025 11:21 AM

Hi @Rach_H 

i have the same issues here. Moved to EE on Monday and instantly have this team issue. I am still using my own tp link router with updated PPPoE details.

can you confirm if there is a resolution to this or I will have to cancel my contract in the cooling off period

0 Helpful
catsarenice1
Investigator
Investigator

‎07-11-2025 09:15 AM

Using Teams in the browser appears to be an effective workaround. I had a meeting this morning with no complaints from other participants about my voice quality.

I don't know how Teams traffic differs in browser vs app, but something is different, and either the router or the fixed broadband core treats it differently.

I'd be happy to have a session with someone from EE/BT to do test calls and tracing at a pre-arranged time (e.g. set up teams meetings with them using different methods and have the traffic traced) if one of the forum staff gets in touch. I do understand how hard it is to troubleshoot something based on anecdotes, especially if you can't reproduce it, and especially if it's something nebulous like "quality" rather than a "does/doesn't work" binary thing.