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?

[Three_Shane1]

Hi @Daragh_56834 welcome to 3Community.

Sorry to hear that you're having difficulties with your broadband service I'd love help with this but I'll need a little more info. From the info given by others on this thread they have advised that their difficulties were with using Zoom on a Mac are you experiencing this too?

Are you having difficulties with your mobile data just at home or everywhere that you go? Can I get some more detail on what specifically you're experiencing? 

[Daragh_56834]

Yes I am on a Mac and it’s happening on my iPhone if I log in via the zoom app or use wifi audio. I found a work around that requires me to call into the zoom meeting but its eating into my voice allowance

[Three_Stacey]

@Daragh_56834 thanks for the update.

Is it only the Zoom application that you are having difficulties with on your phone? Are you using the application with your mobile data or wifi? Have you tried accessing Zoom via the browser do you have the same difficulties?

Have you been in contact with our broadband team? I would recommend that you contact our dedicated 5G team on 1913 they'll run through some troubleshooting and possible solutions with you .

[Daragh_56834]

Hi Stacey,

Your BB has told me there is a know issue with the 5G box bouncing signal between the 5&4G masts and when this occurs the signal drops but we only notice when on calls/zooms/teams etc

Calls do not drop when I dial in manually so that is my work around.

That said it’s not just a problem for me but for many users and I would imagine route cause and fix would be applied

[Three_Stacey]

Thanks, @Daragh_56834  for getting back to me. I've reached out to our broadband team & they've confirmed that as your service works over a cellular connection, your connection can be interrupted (e.g. if the connection jumps to a different cell tower), which restarts the data sessions and leads to a drop on Zoom call. 

[Daragh_56834]

Thanks Stacey,

Now that they have confirmed is there a resolution in place as this cannot be how your services are designed to vibe delivered.

If we cannot find a solution I have no other option that to look for another service provider. Note when I had a 4G Huawei Router I had no such issues meaning this a 5G network problem.

Can you advise if its being address and you are working on a resolution?

[Three_Stacey]

@Daragh_56834 We're continually working to improve our services, but at the moment I can't make any guarantees on a resolution.

[Daragh_56834]

OK so while the issue has been identified and is now a known issue, you are hearing how it is negatively impacting on your customer with people trying to work from home and using VOIP application like Zoom and teams you cannot guarantee that Three are going to find a solution, Am I correct ?

[Stephen1]

Hi all,

It's good that this is being looked into.

The reason for the drop in connection given doesn't make sense if this issue is only affecting some devices (Macs?).

I've also split the connection into separate 4g and 5g networks and this issues persists so it cannot be an issue with bouncing between 5g and 4g masts?

[Three_Stacey]

@Daragh_56834 This is something we are continuing to work on, but I can not guarantee when a resolution will be in place.

@Stephen1 You are correct it is strange that the difficulties only seem to be present when using a Mac connected to 5G broadband to make Zoom calls. Our technical team have been investigating and has found that this is happening when the connection is interrupted because it has jumped from one site to another. 

I can understand the frustration especially if you're using the service to work from home.