Video calls on Teams or Zoom

[Carly101]

Over the past few months I keep having freezing issues on my firm's apps for video calls.  I constantly says weak or poor signal or people freeze or stop speaking mid sentence.  I checked the service at sky and all is well, I do this often.  I had IT look at my machine to see if that was causing the issue and they said it wasn't, the CPU (?) wasn't overworked and they said it might be wifi or internet service.

While on a call recently I told the IT team and they monitored in the background what was causing the issues and they said it wasn't the wifi but the actual internet service.  No other devices in the house have this issue.  The router is literally outside the door.

I can't face the ridiculous wait to speak to Sky so any help would be very gratefully received.  Thanks

[mae-3]

@Carly101 

Very difficult to isolate, and could be a latency issue over wireless which isn't the best method of connecting the system for live video and audio streams. The internet connection at either end could be causing this and as for the internet then that will prioritise live video & audio streams but without DPI it would be difficult to see whether the packets are travelling correctly through the internet.

Recommend that wireless is looked at first by connecting a wire to the computer used for video calls to rule out wireless interference.

[Carly101]

Thank you, I will test by connecting it to the router by wire and see if it still causes issues.  Bizarrely I was on my laptop further away from the router and it didn't freeze which I assume means that it could be the Imac.  I will test with a wire.  Thanks