Zoom video quality poor on 1 gig fibre (but using VPN fixes it?)

[G-O]

I recently upgraded to 1 gig fibre and moved to 'the new ee' from a legacy ee broadband account. Since this change, my Zoom video quality is terrible. When I look at the statistics on zoom, im getting massive packet loss 60-80%. This was fine before the upgrade with no issues at all. 

I have tried with multiple routers (my orbi 950 and the ee provided hub) and the issue persists. I've tried plugging into the router via ethernet, the issue is the same. 

Now, randomly, I have a Nord VPN, and when I have this turned on, this issue goes away. 

I contacted to Zoom support and they say it is a network issue and to contact the ISP. 

Anyone have any clues what I can do to solve this? 

Thanks

[Mustrum]

@G-O   A bit more info might help?

How and what is the v-n connected?

How was the orbi connected?

[G-O]

The Orbi is connected to the ONT box and connects via PPPoE.

As I mentioned the issue is still there when I use the ee provided hub with the Orbi out of the process.

The VPN is just run on my laptop with Nord VPN app. 

I've tested with multiple laptops too, issue is the same. 

[Mustrum]

Thanks @G-O 

Did you try another DNS setting or are you using the EE default ones?

There has been another similar issue recently, I wonder if it is related?

Did you do any analysis of the routing?

https://community.ee.co.uk/t5/Broadband-Landline/Stability-of-service/td-p/1344562 

https://community.ee.co.uk/t5/Broadband-Landline/High-Packet-loss-timeouts-in-broadband-backbone-net... 

[G-O]

Thanks, I have tried different DNS settings and it unfortunately it doesn't change the situation.

Im not sure how to do any analysis of the routing so that's not something I've done. Any advice there welcome.

The strange thing is, that other services don't seem to have this problem, FaceTime calls, FB messenger etc all work fine. It's only Zoom that I have found so far with the issues. When running speed tests, the reported speeds during the zoom calls are the same as when there is no call. Everything else seems fast. 

But, better Zoom calls was one of the main reasons I chose to upgrade. 

[G-O]

Does anyone know if there is a specialist department at EE that I can contact about network problems like this? 

[JimM11]

@G-O Tech support would be your first point of call, you will need to put the EE router back on for sure, as that is all they will support, and check your zoom is poor again before you call them. You may wish to also use the New EE customer text service to test the system? Details you will find on the help screen....

[G-O]

Thanks, just had a 2 hr call going over all possible things that the kind agent could think of but to no avail. 

This is indeed a strange scenario indeed but with only 14 days cooling off period I am concerned this wont get solved in time. 

If I decide I need to cancel, what would the process be post cancellation? ie will my service stop the next day, or 30 days after? Just trying to see how things need to play out if this is the only option I have. 

Thanks

[JimM11]

@G-O This really sounds like it is a zoom issue with all the items you have tried, and all the other software appearing ok. When you have the zoom issue, do you have access to another location were you can go have a zoom test call.... 

Have you managed to get EE to test your broadband connection from the text service i suggested earlier to rule the system out.

With your orbi system you could look at thinkbroadband and run a BQM to see what is going on. Have you just tried the old trick of switching off the ONT and the Router for an hour to see if that helps.... Not sure what would happen with regards to your switch if you decide to go, may be someone else could answer this.

[G-O]

Thanks @JimM11 

I really wish it was a zoom issue. But all signs point elsewhere.

- If I tether to my 4G mobile from the same laptop, Zoom works fine.

- If I use my laptop in the office in London, Zoom works fine.

- It's just with this network it doesnt work, and with any device here. 

I did use the text service you suggested. It ran some checks that came out OK, did a reset of my hub. But the issue persisted. 

I aslo set up the thinkbroadband BQM with the orbi. Results look normal I think?