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  got to agree, not a Zoom issue, that said a tricky one. Your BQM shows no sign of congestion or excess traffic.

I copied your thread to another who was having possible similar issues which I thought may have been a BT core network issue. That said, if Zoom was working O with what you had, there should be no reason to upgrade.

To narrow things down it would help with some more details.

It may be that there is an issue with some congestion on one of the core routers in the network between you and the internet.  But to prove it would need a bit more investigation and technical info from you. That said, easy way out is revert to your old network, if that is available.

Hoping you have a windows laptop/PC if so can you hit the windows key and enter CMD, and when the window opens enter cmd an in the dos window enter tracert  to the Zoom site - I guess Zoom.com.

[BeardedFeline]

Hi

This is not a zoom issue, this is an EE hardware issue. I had the exact same issue within my cooling off and opted to switch back to BT as an engineer would not have been available before my cooling off period ended. 

My IT department (very competent people) looked into this and strongly suspected this to be an ISP or router issue. 

My father since switched to EE and has had the exact same issue with both zoom and teams on various devices. 

This is not a new issue, I raised this month's ago and since then several others have. With that level of consistency this would appear to be an issue with EE or their equipment. I've had not problem since switching back to BT and their smart hub. 

I tried the usual methods, DNS changes, channel changes, deactivating certain bands, separating bands, power cycling etc. even port forwarding and DMZing. Nothing worked.

Web based versions work fine but the applications seems to be throttled and even blocked by EE.