Zoom bandwith low

[Sonyjl]

I currently have EE fibreplus and during any Microsoft Zoom call when using the Screen-share function, I get the “unstable connection” or low connectivity message.

The app reports packet loss due to low bandwidth.

The issue is present when using both a wired or wireless connection.

The company IT department state that the internet service provider needs to increase the bandwidth for the Zoom application on the firewall.

Anyone experienced the same?

Recently two BT Openreach Engineers have visited the property and have inspected the wiring to be ok. The downloads speed i get are above 40mb and the upload 15mb. 

[XRaySpeX]

Welcome to EE's Home Broadband Forum.

Do you mean Microsoft Teams or Zoom? They are diff products. MS Team is far more extravagant than Zoom.

If 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.

[Sonyjl]

The issue is with Microsoft Zoom.

[Christopher_G]

Hi @Sonyjl

Are you able to post the router stats that @XRaySpeX was looking for?

Chris

[Sonyjl]

Https://www.thinkbroadband.com/speedtest/1657695664277114355

[Sonyjl]

[Sonyjl]

@Christopher_G @XRaySpeX  Are the details visible to you?

[XRaySpeX]

Yes, that's good. & part 3. please.

There is no Microsoft Zoom. It's either Microsoft Teams or Zoom's Zoom.

[Sonyjl]

It is Zoom.

Apologies I thought Zoom was owned by Microsoft.

[XRaySpeX]

Thanks, everything looks good there. You should not have any issues using Zoom. I have no issues using Zoom's Screen-Share function on a much lower bandwidth.

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?