erwinhq's profile

Regular Visitor

 • 

6 Messages

Wed, May 5, 2021 9:48 PM

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.

  

Responses

Official Employee

 • 

211 Messages

1 m ago

Hello, @, 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? 

Regular Visitor

 • 

6 Messages

Hello.  It happens with or without VPN.   We typically have around 25 devices connected (including Alexa amd Wemo devices).   Appreciate any recommendations/guidance.  Thanks!

(edited)

Official Employee

 • 

212 Messages

With the device you're conferencing on, are you connected wireless or with an Ethernet cable directly to the modem?

Regular Visitor

 • 

6 Messages

It happens on all our devices.  Either wireless or Ethernet.   A tech came and checked the ground block connection at the pedestal (junction box outside the fence) and didn't find any thing.   So likely the problem is the line further down.   The tech said that's beyond his job,  and a main line tech needs to check the lines further down.   Don't know how to make this happen - first level support just keeps asking me the same questions and simply to reboot our xFi gateway. :-(   Any assistance?   Our neighbors who are on Xfinity are reporting the same problem.

(edited)

Regular Visitor

 • 

6 Messages

For reference, here's a ping plotter snapshot just now (10 min window).   The red bars are the network is not responding....  :-(

(edited)

Official Employee

 • 

216 Messages

Good morning, @erwinhq. I am sorry to hear you are having connection issues while doing video conferences etc. I work from home myself, so I feel your frustration. Please feel free to send us a PM with your name and address, so we can get the account pulled up and look deeper into this for you. 

 

To send a private message, please click on the chat icon on the top right next to the bell. Please make sure to send the message to our singular handle "Xfinity Support" and we will get back to you ASAP.

EG

Expert

 • 

87.1K Messages

1 m 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 !

Regular Visitor

 • 

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)

New to the Community?

Start Here