Working from home issues with video calling and screen sharing

[mgodden1989]

Hi,

Recently moved from Sky broadband over to EE, previously with Sky I was able to use Teams for work (video calling, screen sharing etc.) since swapping over to EE people are mentioning my video keeps freezing and isn't as expected, I also can't share my screen through Teams, others just see a black screen. Had none of these issues with Sky, apart from the provider, nothing has changed, home work set up is still in the same room with the same equipment, the EE hub is in exactly the same position as the Sky hub was, which is directly below the room I work in.

Any suggestions/thoughts/comments on how I might be able to improve my video and screen sharing please. Everything else seems to be working absolutely fine.

Thanks

[XRaySpeX]

Welcome to EE's Home Broadband Forum.

IIf 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.

[mgodden1989]

Hi @XRaySpeX,

Thanks for responding. Screenshots from 1 and 3 as requested. I can't run a wired speed test as I don't have a device with a port to plug a network cable in to, new laptop for work is tiny and has limited connections, I don't have a dock or similar unfortunately so no way of testing with a wired connection.

Any help/support based on the results of 1 and 3 would be greatly appreciated.

Many thanks

[XRaySpeX]

Thanks.

2. Can you run the speedtest wireless?

[mgodden1989]

Wireless speedtest run from my laptop (in the same location in the house I work) which I'm having issues with Teams using. Seems a little odd as the results seem to be what I'd expect so not sure what is causing the video and screen share issue.

[XRaySpeX]

Please run the speedtest I asked for & post the link to its graph as shown.

[mgodden1989]

Just run the test as I'm told my video connection is still poor. Results are here: 

Link to this result:
https://www.thinkbroadband.com/speedtest/1654593983753613055

Any help greatly appreciated 🙂 

[XRaySpeX]

Your speedtest is nice & flat & commensurate with your sync rate.

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?