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Trish0124
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Video Calling

I'm desparate for a bit of help ..... I have major issues when using video calling - especially Google Meets & Lifesize. I can connect & see people but on the other side I sound like a washing machine! I also experience freezing & noise distortion. I'm using Virgin Media 1G broadband. I've checked SamKnows & on an ethernet connection I'm getting 450mbps download, 53.3 upload, 25.6 latency & 2.6 jitter. The router is around 2m away from the latptop in the same room. If anyone has any ideas if something could be interferring or whether I need to report a fault with Virgin I'd be really grateful. I'm using Windows 10 64GB, HP Pavillion 14-CE laptop which is around 1 year old running Avast clean up & security. Thanks!

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lotharmat
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Re: Video Calling

What happens on a wired connection to the laptop?



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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Trish0124
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Re: Video Calling

As awful (the Sam Knows figures are from a wired connection) unfortunately. I got the router moved so that I could use a wired connection thinking this would fix it but it didn't ..... Bizarrely Zoom is fine ......I don't have the tech knowledge to trouble shoot any further .... 😞 😞

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Roger_Gooner
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Re: Video Calling

If you can open a command prompt do a traceroute to the server you are connecting to. Here's an example.

C:\>tracert lifesize.com

Tracing route to lifesize.com [141.193.213.11]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  192.168.1.1
  2     *        *        *     Request timed out.
  3    13 ms     9 ms     8 ms  haye-core-2a-xe-231-0.network.virginmedia.net [62.253.8.117]
  4     *        *        *     Request timed out.
  5    14 ms    19 ms    17 ms  tele-ic-7-ae2-0.network.virginmedia.net [62.253.175.34]
  6    28 ms    11 ms    10 ms  2-14-250-212.static.virginm.net [212.250.14.2]
  7    13 ms    17 ms    11 ms  141.193.213.11

Trace complete.

C:\>
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Hub 3.0, TP-Link Archer C8, TP-Link TL-SG108S 8-port gigabit switch, V6
My Broadband Ping - Roger's VM Broadband Connection
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newapollo
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Re: Video Calling

I found that when I turned Avast off and just used Windows Defender my speed shot up by approx 50 per cent.

 

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali


I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Trish0124
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Re: Video Calling

Thank you so much for taking time to reply & sorry for the slow response - have been in work so not near my laptop. So I managed to work out how to do this & tried Google Meets. This is what I got (which doesn't appear to look good!!!):

Trish0124_0-1625043930272.png

At the same time I did a SamKnows & this was what I got:

Trish0124_1-1625044102740.png

Obviously I have no idea what any of this means! Any suggestions would be really welcome, thank you 🙂 [I carried out both of these whilst using a wired connection directly into the router]

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Trish0124
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Re: Video Calling

I'm not sure that speed is the problem (although what do I know!) - I'm also paying for Avast Pro so would hate to turn it off! I will try it though, thanks so much for taking the time to reply 🙂

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Kath_F
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Re: Video Calling

Hi Trish0124, 

Thanks for your post and apologies to hear that you are having this issue. 

I have taken a look at the account and can see no issues with the Hub. The power levels and signals are all at an optimal level, there is no noise on the line and all is looking exactly as it should be. 

I think we could start by deactivating the Avast just to troubleshoot to see if this resolves things. If anything it will at least rule that out as a cause. 

Do you have the same issue on other devices too or is it only this one device?

Pop back and let us know. 

Thanks,

Kath_F
Forum Team



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