Using Zoom

[RoyPks]

Over the past few weeks while using Zoom for a group meeting I keep getting the message 'Internet connection is unstable'.

 

Result being that the audio is very distorted, also we have an echo at the same time.

 

Vision is effected by the picture of each participant being still and no movement whatsoever.

 

 

 

When using the internet and fire stick on our TV we do not seem to have a problem with the connection even whe watching films etc.

 

 

 

Any ideas please how this can be rectified.

[Starbuck]

Hi Roy,

 

When you get an unstable connection on Zoom while at home or on the go, then you’ll have to refer to your Internet infrastructure and your ISP.

Here are the most popular causes: (taken from a Zoom help page)

• You’re too far away from the Wi-Fi router
  
• You have poor / slow cellular coverage
  
• Your network hardware needs an update or a restart
  
• There are temporary ISP infrastructure issues
  
• There are peering issues with Zoom servers
  

 

First question has to be..... what is your internet speed?

Go to Speed Test

Click the 'I consent' button

Click 'Go'

When completed, a report will come up showing your Ping, Download and Upload speed.

Let us have those.

 

The recommended speed for using Zoom is 1.5 Mbps ( but that's the bare minimum )

 

Have you checked if there are problems at Zooms end?

This can be done by going to .... Zoom Status

Edited August 20, 2020 by Starbuck

[RoyPks]

Hi Roy,

 

When you get an unstable connection on Zoom while at home or on the go, then you’ll have to refer to your Internet infrastructure and your ISP.

Here are the most popular causes: (taken from a Zoom help page)

• You’re too far away from the Wi-Fi router
  
• You have poor / slow cellular coverage
  
• Your network hardware needs an update or a restart
  
• There are temporary ISP infrastructure issues
  
• There are peering issues with Zoom servers
  

 

First question has to be..... what is your internet speed?

Go to Speed Test

Click the 'I consent' button

Click 'Go'

When completed, a report will come up showing your Ping, Download and Upload speed.

Let us have those.

 

The recommended speed for using Zoom is 1.5 Mbps ( but that's the bare minimum )

 

Have you checked if there are problems at Zooms end?

This can be done by going to .... Zoom Status

 

Speed Test Results:

 

Ping ms 29, 28, 30

 

Download Mbps 1.60, 0.79, 1.59

 

Upload Mbps 0.70, 0.46, 0.42

 

Zoom Status: All operational.

[KenB]

Hi Roy,

Just jumping in here - hope Pete doesn't mind.

 

Here is your problem Roy.

Download Speed 1.6 Mbps at best.

 

This is poor.

I know that Zoom state 1.5 Mbps min - but you are far too close to this.

 

Try connecting your device direct to the router using a cable.

Run the test again.

 

Turn the router off for 30 seconds then switch back on.

Try the speed test again.

 

What download speed are you paying for?

Do you have fibre ?

 

If none of this helps you may have a fault on the line.

Your ISP will e able to test this.

You may be able to do this yourself from their website - some have this facility.

Edited August 21, 2020 by KenB

[RoyPks]

Hi Roy,

Just jumping in here - hope Pete doesn't mind.

 

[ATTACH type=full" alt="1598004963674.png]2015[/ATTACH]

Here is your problem Roy.

Download Speed 1.6 Mbps at best.

 

This is poor.

I know that Zoom state 1.5 Mbps min - but you are far too close to this.

 

Try connecting your device direct to the router using a cable.

Run the test again.

 

Turn the router off for 30 seconds then switch back on.

Try the speed test again.

 

What download speed are you paying for?

Do you have fibre ?

 

If none of this helps you may have a fault on the line.

Your ISP will e able to test this.

You may be able to do this yourself from their website - some have this facility.

 

Latest test via Which speed test:

Date of test: 21/08/2020 15:29:08

Response Time: 37ms

Download Speed: 1.1Mbps

Upload Speed: 0.7Mbps

 

Speed promised 11.

I do not have fibre, turning off for 30secs makes no difference, according to my ISP there is no fault on the line.

 

Looks like i will need to find a new supplier.

[KenB]

Did you try connecting directly to the router ?

 

Do you have another computer that you can try a speed-test on?

This will confirm if the fault lies with the router / ISP or your machine.

 

You could try using a speed-test using the Fire Stick.

Edited August 21, 2020 by KenB

[RoyPks]

Just tried speed test again

 

Latest test via Which speed test:

Date of test: 22/08/2020 11:25:02

Response Time: 31ms

Download Speed: 5.2Mbps

Upload Speed: 0.8Mbps

 

Also via cable directly to the router:

 

Latest test via Which speed test:

Date of test: 22/08/2020 11:29:08

Response Time: 27ms

Download Speed: 12.8Mbps

Upload Speed: 0.8Mbps

 

May be better figures because it is Saturday and not so many people working from home this morning?

 

Would connect directly but phone socket is a long way from the computer therefore not very practical.

[KenB]

Mmmm - The last reading is actually more than the 11 Mbps you say you are expecting.

 

There could be a drop in speed with lots of people connected but I doubt that it would drop that much.

 

Because you are using wireless it could be down to electrical interference.

Your router transmits on one of 13 channels.

Changing channel can sometimes have the desired effect.

The channel to use is either 1 - 6 - 11

 

If you don't know how to do this let me have the make and model number of your router.

 

=============

 

Your router may also provide a 5 GHz signal instead of the usual 2.4 GHz.

If you can select the 5GHz give this a go.

The problem with this is - the further from the router the computer is the poorer the signal gets.

Click on the WiFi icon bottom right of screen.

 

=============

 

You didn't say if you could try a different computer / device.

Can you?

 

=============

 

If the signal has to travel a distance [ through walls ? ] then this will affect the download speed.

You can get a WiFi booster kit that plugs into the house wall sockets.

One near the router and another near the computer.

 

This could possibly help.

[RoyPks]

Because you are using wireless it could be down to electrical interference.

Your router transmits on one of 13 channels.

Changing channel can sometimes have the desired effect.

The channel to use is either 1 - 6 - 11

If you don't know how to do this let me have the make and model number of your router.

 

Router Tecnicolor TNCAP59019A

 

Sorry unable to try a different computer / device.

 

Thanks for your time and help.

[RoyPks]

Just looked on the back and Router is a Technicolor TG582n PRO

[Starbuck]

Who is your ISP ?

It certainly looks like the problem is their end.

May well be a dodgy router.

Speed test also have an android app available from Google Play ( 'Speed Test by Ookla' ....no idea if there's an app for Iphone ) I've used that a few times as a double check on the computer signal.

[RoyPks]

Who is your ISP ?

It certainly looks like the problem is their end.

May well be a dodgy router.

Speed test also have an android app available from Google Play ( 'Speed Test by Ookla' ....no idea if there's an app for Iphone ) I've used that a few times as a double check on the computer signal.

 

ISP = The Phone Co-op

Tried Speed Test by Ookla = Much the same as previos tests

[KenB]

Hi,

 

This is worth a try ......

 

Open a browser [ Chrome or other ] and in the address bar at the top [ where www. etc is ] clear what is there and type in:

192.168.1.254

Then hit enter. [ don't miss out the dots ]

If this fails try 192.168.0.1

 

You may be asked for a username and password. Use the username / password below if you have not set up your own.

Type in ....Administrator and leave the password blank.

 

Hit Enter.

You should now be in to the router software.

 

Look for "Home Network" and "Wireless"

Click on "Wireless"

Click "Configure"

Look For "Channel Selection" and click the down arrow to change the setting.

 

If the channel was 1 say, then change it to either 6 or 11

Click "Apply" at the bottom.

All done.

Edited August 23, 2020 by KenB

[Starbuck]

ISP = The Phone Co-op

Looking into this ISP, the info/reviews don't fill you with a lot of confidence.

 

https://uk.trustpilot.com/review/www.thephone.coop

 

A lot seem to be having connection problems.

[RoyPks]

Sorry for the late reply but I have now bought a new Router which caused a few problems getting it to work due to the difficulties with my ISP, all seems OK at the moment, but having gone thru the last few days and 'Starbucks' info I will be changing my ISP in the near future.

[KenB]

Hope all is OK now :)

[Monami]

When you are streaming movies on prime or netflix, there is something called buffering, where a gibt of the movie is preloaded. If you then have a problem with connection it's fine because you still have the buffered bit.

When using zoom it's always live so faulty internet gets noticed more