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My broadband connection continually drops out during Teams calls.

I use Teams for work calls. I upgraded by package to 200mbps back in spring to accommodate working from home. However, my teams calls continually drop out - on average once per call over the course of 8-10 calls per day. In some cases they reconnect quickly, other times they don't. This is now a high nuisance and stressful experience and despite trying on numerous occasions I have been unable to speak to anyone at Virgin Media about the problem. How can it be resolved? 

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Alessandro Volta
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Re: My broadband connection continually drops out during Teams calls.

Are you using a wired or wireless connection?

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Re: My broadband connection continually drops out during Teams calls.

Wireless

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Alessandro Volta
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Re: My broadband connection continually drops out during Teams calls.

Please try on a wired connection and confirm if the drops still occur

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Re: My broadband connection continually drops out during Teams calls.

Thank you for your suggestion. I have bought an ethernet and been using it for the last 5 days. While it has improved the rate of drop outs and they seem to be shorter, my connection still does out at least once per call. Are there any other actions you would recommend me to take?

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Re: My broadband connection continually drops out during Teams calls.

Hey @flenno,

 

Sorry to hear of the issues that you're having with your connection, are you still experiencing the daily dropouts?

 

I have looked into your account and cannot see anything that would be causing the issues that you're having. Do the dropouts happen at certain times of the day such as early evening or does it happen at different times?

 

Regards

Steven_L 

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Re: My broadband connection continually drops out during Teams calls.

Hi.

Yes dropouts still happening - at least once per call! Frequency has increased over the past week. Also experiencing more incidents of the WiFi dropping completely for 5-10mins at a time.

 

Really unsatisfactory so would value any help.

Thanks

 

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Re: My broadband connection continually drops out during Teams calls.

Hey @flenno,

 

That's not good to hear, I was hoping your issues would have been resolved for you. 

 

Please could you perform a pinhole/factory reset of your hub?

You can do this by holding in the reset button on the back of your hub for around 40 to 60 seconds, hopefully this will help with the stability problems. Please let me know if this helps at all.

 

Regards

Steven_L

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Re: My broadband connection continually drops out during Teams calls.

Is it just the Teams calls that are dropping or the connection in it's entirety?

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