Connection Issues on Teams Meetings

[SkyG2]

Hello, 

I recently switched from Now Broadband to Sky Full Fibre 150. My old router/hub was described as antique and I was paying for a slower connection (about half the speed). However, I had next to zero connection issues when using MS Teams! 

Since moving to Sky a few weeks ago I've found that on meetings I'm finding that the connection is consistently jittery and cutting out during calls. I'm connected securely to the work servers by VPN (Cisco secure client anyconnect VPN) but this does not generally disconnect completely - it's more just that it's poor quality connection. The WiFi connection strength is showing as 3/4 bars on my laptop. 

It's not a device issue as my wife is experiencing the same issue on her laptop and we've had some connection issues on phones/tablets over the weekend, even when close to the hub.

It's very frustrating that I've gone from an apparently outdated hub and slower connection speed to new equipment and faster speed but with poorer connection!!  WiFi connections was never an issue either. 

I've worked through the diagnostics online and doesn't appear to be any issues with a good connection speed reported.

Any advice?

[jamesn123]

Hi @SkyG2 

In terms of setup, is the Sky hub & your laptop located in the same places as before?

[SkyG2]

Hello - thanks for the reply! 

Yes all in the same location. 

[jamesn123]

@SkyG2 

Which Sky hub do you have? The black SR203 or White Max hub?

[SkyG2]

Black SR203

[jamesn123]

@SkyG2 

Could you please grab your router stats and post them here?

Guide to do that can be found here https://helpforum.sky.com/t5/Broadband-Talk/How-to-read-your-Sky-Hub-statistics/ba-p/3645346

[SkyG2]

 

[mollyfergie]

I came here to say the same but I've been with Sky for years and only recently told I keep freezing on Teams calls. Connection looks fine but working from office set up in spare room and speedtest shows work phone only getting 43MB/s. Laptop in livingroom next to router only getting 53 but paying for Superfast? Speedtest done on Sky App showing better to hub but its not reaching devices?

[SkyG2]

Not sure this worked last time! 

 

[jamesn123]

Hi @SkyG2 

You need to scroll to the bottom of that screen & click 'show statistics' 

[SkyG2]

Thanks! Not sure if you can remove those other posts? Stats are here: 

 

[jamesn123]

@SkyG2 

What do you have connected via ethernet to the hub? There is a handful of collision packets on there which generally wouldnt cause an issue but can indicate a possible root cause issue. 

[SkyG2]

3 devices - Sky Q box, Samsung TV (both because they are right next to hub anyway and generally gives a more reliable connection) and Hive.