Community Forum

Installed new Arris Gateway, now Zoom and Teams calls are dropping

Highlighted
New Poster

Installed new Arris Gateway, now Zoom and Teams calls are dropping

Last week we upgraded our plan and installed a new Arris Gateway, and since that time, our Zoom and Microsoft Teams calls are unstable - dropped calls, sound but no video, or video but no sound.  We did not have this problem with our old Xfinity router and slower speeds.  We are using a 2012 Macbook and a brand new Dell laptop and have tried them both over the WiFi and connected to the gateway with an ethernet cable, but the calls are still unstable.  I've checked the Upstream/Downstream/SNR numbers and they all look to be in the right range.  We did call support once, but it looks like we still have the issue.  We will call back tomorrow.  Anything else you guys recommend in the mean time? Thanks!

 

edit: an hour or so later, calls are dropping less - so we may be headed in the right direction!