My 19 year old daughter has been working from home since lockdown started last year. She is part of a call centre and all of her desk equipment was brought to her to set up at home. She uses VOIP to speak to customers and is part of a call queuing system. It was working fine until we switched our broadband.
Since we upgraded our virgin broadband to 1gb, we have not been able to get her up and running again and her company have told her if we cannot sort this out she will be sacked and as you can appreciate she is freaking out.
Her work have done everything they can from their end to find out what the problem is and they have come down to the problem being our virgin media broadband. We have tried numerous places to speak to someone at virgin media who can help us but it’s been a nightmare.
So basically I try to pick up a call but it doesn’t come completely through until 13 seconds after. So it’s 13 seconds of silence
Tech support within company have said this is the issue “
This is what they put: “I believe that the cause is located on the users LAN. The user does not experience this issue when in the office and is the only agent reporting this behaviour. I suspect that the SIP ALG is enabled on the users home router, SIP ALG inspects the packet as it traverses the router but can also affect SIP packets in unexpected ways, corrupting them and making them unreadable. This can give you unexpected behaviour, such as phones not registering and incoming calls failing”
we are at our wits end we don’t know where to go, what to try to fix this. Can anybody help us?