MS Teams - Intermittent audio/video

[toujoursjamie]

I've noticed that since joining Sky, I consistent experience issues on video calls on MS Teams. Every few minutes, the audio will become scattered and unintelligible and the video will freeze. It lasts for maybe 10-15 seconds and then it goes back to normal, then repeats after 5 minutes or so. 

This only happens on MS Teams, and only when connected to my home WiFi (not at the office or when using another WiFi connection, so unlikely to be a Teams issue). I don't experience any other issues with my Sky broadband connection. 

I have a feeling it may be the VPN I have to connect to for work - upload/download speed drops when I'm connected. I don't have to connect to the VPN when I'm at the office so that explains why it doesn't happen there.

Connected

Upload 6.36 Mpbs

Download 38.96 Mbps

Disconnected

Upload 40.11 Mbps

Download 46.81 Mbps

Do I need to disconnect from my VPN every time I use Teams to fix this? This would mean I can't access any of my organisation's systems or files. Is there another explanation or solution to this? 

Thanks.

[Tom-W19]

Hi @toujoursjamie 

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the chat bubble to start the conversation.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[MartinWilliams1]

I am suffering exactly the same problem. Have changed laptops but this has not made any difference. @Sky please can you urgently assist? It is unworkable