New 5g installation, issues with zoom calls

[Stephen1]

Hi,

Got 5g installed recently and it's been great for nearly everything except zoom calls. (download is 200Mb+, upload is 140Mb+)

My audio will cut out for 5-10 seconds every few minutes during calls. I can still hear people but they can't hear me.

They say my video doesn't buffer but they can't hear me. I can hear them and their videos do not buffer.

I know this is the three internet as this issue does not happen if I use my mobile phone as a hotspot.

This is happening on a mac with a wired headset,

Any ideas?

[Stephen1]

Hi Rofrof,

No, the issue is still happening. Are you using a Mac?

[rofrof]

Damn, was hopinge it was fixed. I’m using a Mac.

[Stephen1]

I have tested zoom using a windows machine and it works fine. The  issue seems to be 5G coupled with a MAC

[MrJames_71024]

We are seeing the same issue. New 5G home broadband install. 

17 ping, 175+ download, 80+ upload.

All connections seem to work well on the Windows PC, and most seem to work well on the Mac as well but just issues with Zoom on the Mac. It would be great if support could look into this, we would be willing to facilitate monitoring our network to look into the problem. 

[Three_Stacey]

Hi @MrJames_71024 welcome to 3Community 

I'd be happy to get this looked at for you. I need a little more information on what you are experiencing before I can get our technical team involved. Please PM me your name, number, full address and date of birth (so I can review your account). If possible can you also send me some screenshots of what you experience when trying to connect to Zoom when using the Mac.

[Sarah_67112]

Hi Team, 

I have the exact same issue as logged by the original poster back in August 2022. 

• New 5G installation, download 414, upload 125, latency 14ms, jitter 7ms.
• Audio drops for 5-7 seconds every time I use Zoom....on a typical 30minute zoom audio will drop 5-6 times.
• I am on macOS Ventura version 13.3, Zoom version 5.14.0. 
• Installed by an engineer. The issue occurs whether on wired or wifi
• My audio is perfect on other calling services e.g. slack huddles, etc with the same setup. This is only affecting me on Zoom calls.

I work from home, and since this is a brand-new install I need it resolved immediately. Can we please get this urgently looked at? I have an open support ticket.

Note: Factory reset of the router which was suggested by support agent did not work. 

Regards

[Three_Shane1]

@Sarah_67112 Hi Sarah & welcome to the 3Community. Can I get the support number for the investigation & I'll forward it to our broadband team who are looking into this for the other community members on this thread. When you're using Zoom on your Mac is it the desktop or web version you're using? Have you tried using Safari or Google Chrome to see if the audio drops? 

Once you pop back to me with the above I'll forward the details for you. 

[Sarah_67112]

Hi Shane, 

Ticket: REQ000000225959

— Its the desktop version of Zoom, as required in work. But point noted — on my next zoom, I will try to join via the browser. 

[Three_Shane1]

@Sarah_67112 Thanks for the ticket number, I'll pass it along now. Once you've checked if the browser version is affected pop back to me 😊

[Daragh_56834]

I am having this issue constantly with both zoom and team as well as my mobile (also 3 on 5G), I had pre-pay 4G box before for several year and it worked without any issues. really disappointed, I have also seen the same thing happen to colleagues on voip platforms when using 3's 5G