video conferencing unusable due to video and audio freezes

We have a persistent problem where the attendees report that my video/audio freezes several times per minute 3 to 10 seconds. Although I can continue to see and hear the participants. So must be my Xfinity service upload link? App doesn't matter: Zoom, Skype, WebEx, MS Teams. Wired or Wifi connection. Happens on all our computers - work & home and tablets. We currently have the 600 Mpbs Internet plan.

All Xfinity support would say is reboot the modem - tried this all the time but still the same. Had 2 techs come over to check the house network wiring and connection to the street box (pedestal) - no issues. Had the Xfinity gateway modem replaced twice. So it must be further upstream.

I seen other threads in the forum (example: https://forums.xfinity.com/conversations/your-home-network/video-conferencing-unusable-due-to-video-and-audio-freezes/602daea6c5375f08cdf13550) but are just closed with no resolution.

Any guidance -- how to troubleshoot? How to get Xfinity's attention to look beyond just my home setup, wiring and modem? Thanks.

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Responses

XfinityMarcos

Official Employee

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2.4K Messages

4 years ago

Hello, @erwinhq, thank you for reaching out in our forum for help with your connection issues over those conference calls. I've been living the video conference life for work as well, so I totally get where you're coming from on this and I have your back. I appreciate you mentioning your speed tier, that does help. Are you by chance connected to a VPN when the issue happens? Also, how many devices are typically connected to your modem (hardwired and wirelessly) during these times?

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EG

Expert

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111.4K Messages

4 years ago

@erwinhq wrote: " A main line tech needs to check the lines further down. Don't know how to make this happen"

Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. Request that they write up a trouble ticket for line maintenance.

Good luck !

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erwinhq

Regular Visitor

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6 Messages

Thanks @EG. I understand the first level support and premises facing techs scope/responsibilities.

I tried that and they said they will report to the next level. But once it gets past the first level -- I never hear back from Xfinity: no case# to follow-up on or check status, no checking in, like is it better? did the problem get resolved?; no feedback, loop; etc. When I call first level support to follow-up, it's back to square one -- try rebooting your modem :-(

(edited)

4 years ago

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Your Home Network

erwinhq

video conferencing unusable due to video and audio freezes

XfinityMarcos

EG

erwinhq

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