Teams stuttering all the time

[#1]

I know my sister uses teams quite a bit, and she hasn't compained about it to me - not that I can remember anyway.
She uses the Hub One, when I go over there later I will ask her how it is and post the firmware version she is using later on.
Just in case it helps.

[#2]

Thanks @Alex, I really appreciate that. 👍

[#3]

Did some testing tonight with the Ethernet cable and found that the problem is definitely wireless. When connected to the router the speed and stability are excellent.

On the wifi however, I'm struggling to use the 5ghz band at all, I'm getting socket errors, and DNS lookup faults often connection drops completely and reports as connected with no internet. I'm sat in the same room appox 6ft from the router. I disabled the 5ghz band and got much better performance using just the 2.4ghz radio, even though it's much more congested.
I will test video performance using just 2.4ghz to see if that fares any better.

What gives with the 5ghz performance though? My firmware seems bang up to date, 4.7.5.1.83.8.289.1.3 | Last updated 11/10/21

[#4]

Did some testing tonight with the Ethernet cable and found that the problem is definitely wireless. When connected to the router the speed and stability are excellent.

On the wifi however, I'm struggling to use the 5ghz band at all, I'm getting socket errors, and DNS lookup faults often connection drops completely and reports as connected with no internet. I'm sat in the same room appox 6ft from the router. I disabled the 5ghz band and got much better performance using just the 2.4ghz radio, even though it's much more congested.
I will test video performance using just 2.4ghz to see if that fares any better.

What gives with the 5ghz performance though? My firmware seems bang up to date: 4.7.5.1.83.8.289.1.3 | Last updated 11/10/21

[#5]

Thanks for getting back to us @thetarpey and for doing some checks over Ethernet, at least we know now for definite that is is a WiFi issue.

Thanks for confirming what other checks you have done, though I am sorry to hear of the problems using the 5GHz connection especially given the firmware being up to date.

Do you get this same issue with the 5GHz when trying it on different devices? If only tried it with one device, can you check another just so we can rule out that device alone having problems with it, letting us know how this goes.

[#6]

Hi @LaurenB,

Thanks again for your help. My phone does seem fast on the 5Ghz, although it often switches across to the 2.4ghz radio. I will try to do some more testing at this end to see how my old laptop fares.

Kind regards,

Andrew

[#7]

Really struggling now. My secondary laptop can't seem to get on the wifi at all. It's constantly reconnecting and throwing out DNS errors. My kids are struggling with both ipads. Ethernet is now my only way to get internet ☹️

[#8]

Rebooted the router, and things have settled down. I'm going to try running separate bands for a while. I think the wireless performance of this router is definitely suspect.

[#9]

Hi Andrew, I'm really sorry to see you're still having a lot of issues with your WiFi tonight. 

Interestingly, testing your line's showing what's known as a battery contact on your line.

Based on what you've said, that things are working fine on an ethernet connection, this likely isn't having an impact to your service but I think it's a good idea to report it to Openreach so I've done that now and we've been given an estimated response time of by 11/11/21 23:59:59 for an engineer to investigate further. 

I'd see how it goes with the separated bands and if you're still having issues, I think it's worth us replacing the router as the next step because by my calculation it's over 5 years old though that's not to say the router shouldn't be able to last longer. I've personally seen someone still use one of our old Thomson routers from 10 to 15 years ago.

Let us know how it goes

[#10]

Thanks @Gandalf that's really helpful. We seem to be much better both last night, and this morning on the separated bands. Will report back if anything changes.

[#11]

Thanks for getting back to us @thetarpey, let us know how things go.

[#12]

The line has been behaving all day, and I've been in Team meetings without trouble, however the router has just lost connection all together. This is form the event log, although I don't know what to make of it. The router has since connected again:

15:19:54, 11 Nov.	(163524.890000) Admin login successful by 192.168.1.158 on HTTP
15:19:38, 11 Nov.	(163509.840000) Wire Lan Port 3 down
15:19:35, 11 Nov.	(163506.000000) Device disconnected: Hostname: NintendoSwitch IP: 192.168.1.115 MAC: 00:0e:c6:bc:d2:72
15:19:30, 11 Nov.	(163501.670000) CWMP: session closed due to error: Could not resolve host
15:19:30, 11 Nov.	(163501.650000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
15:19:30, 11 Nov.	(163501.650000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
15:19:25, 11 Nov.	(163496.540000) New GUI session from IP 192.168.1.158
15:19:00, 11 Nov.	(163471.100000) CWMP: session closed due to error: Could not resolve host
15:19:00, 11 Nov.	(163471.050000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
15:19:00, 11 Nov.	(163471.050000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
15:18:59, 11 Nov.	(163470.590000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
15:18:56, 11 Nov.	(163467.250000) PTM over DSL is down after 2722 minutes uptime
15:18:56, 11 Nov.	(163467.250000) PPPoE is down after 2722 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
15:18:51, 11 Nov.	(163462.730000) PPP LCP Send Termination Request [User request]
15:17:18, 11 Nov.	(163369.140000) Lease for IP 192.168.1.64 renewed by host SonyKDL43W755C (MAC ac:9b:0a:0e:8b:fe). Lease duration: 1440 min
15:17:18, 11 Nov.	(163369.140000) Device connected to eth0: Hostname: SonyKDL43W755C IP: 192.168.1.64 MAC: ac:9b:0a:0e:8b:fe via ac:9b:0a:0e:8b:fe Lease time: 1440 min. Link rate: 100.0 Mbps

[#13]

It's just lost connection again. I reckon it's probably BT trying to fix the fault reported.

[#14]

Thanks for getting back to us @thetarpey

I can see an engineer picked up the job this afternoon and identified problems on the line either side of the cabinet (the green box in the road) but ran out of time in their day so they're going to follow up tomorrow. 

[#15]

Hi @Gandalf

Thank you, really appreciate you keeping me up to date.