Glitches/dropouts with Zoom calls and speed way below plan advertised

[joek]

I have been having real problems when running Zoom video calls, with lots of glitching and freezing.

I ended up doing a speed test and it showed that I was getting download speed a quarter of what had been advertisied for my plan.

TPG support investigated but couldn't find anything or explain why the speed was way below what had been advertised as typical.

Hoping for some possible suggestions/solutions

[david64]

Hi @joek . What NBN plan are you on?

What type of NBN connection do you have?

What model wifi router?

Is problem on ethernet computer or wifi device?

Have you always had this problem or has it only started recently?

[joek]

Hi there, I’m on the TPG NBN superfast ( advertised download speed 200mbps) with a white modem ( 2 years old). Problem happens with both wired and wireless connection. The problem started recently ( about 2weeks ago)

[david64]

@joek .  Using you ethernet computer, open a command window and do these commands.

tracert -h 3 tpg.com.au

The first address is your router, the other 2 are in external network.

Do  ping  on the second address.

Then do tracert and ping to google.com.au

Copy and paste the results in your reply.

[joek]

Thanks David

here are the results

C:\Users\lthor>ping 10.20.22.186

Pinging 10.20.22.186 with 32 bytes of data:
Reply from 10.20.22.186: bytes=32 time=15ms TTL=254
Reply from 10.20.22.186: bytes=32 time=9ms TTL=254
Reply from 10.20.22.186: bytes=32 time=11ms TTL=254
Reply from 10.20.22.186: bytes=32 time=10ms TTL=254

Ping statistics for 10.20.22.186:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 9ms, Maximum = 15ms, Average = 11ms

C:\Users\lthor>tracert -h 3 tpg.com.au

Tracing route to tpg.com.au [3.104.10.251]
over a maximum of 3 hops:

1 1 ms 1 ms <1 ms 192-168-1-1.tpgi.com.au [192.168.1.1]
2 10 ms 9 ms 9 ms syd-gls-har-lns1.tpgi.com.au [10.20.22.186]
3 10 ms 11 ms 9 ms 203-221-3-126.tpgi.com.au [203.221.3.126]

Trace complete.

C:\Users\lthor>ping google.com.au

Pinging google.com.au [142.251.221.67] with 32 bytes of data:
Reply from 142.251.221.67: bytes=32 time=11ms TTL=117
Reply from 142.251.221.67: bytes=32 time=10ms TTL=117
Reply from 142.251.221.67: bytes=32 time=10ms TTL=117
Reply from 142.251.221.67: bytes=32 time=10ms TTL=117

Ping statistics for 142.251.221.67:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 10ms, Maximum = 11ms, Average = 10ms

[david64]

@joek . The time to the 10 address seems a bit slow.

In the router, is there a selection QoS or Bandwidth Control?

If enabled, is there a value? Try disabling it.