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Video Calling (teams) constantly freezing

Lfox84
First Timer
Message 6 of 6

Hi I am at my whits end now with my fibre package with talk talk. I am working from home but my internet constantly drops off when doing any video calling and freezes (mid meetings) or also when carrying out any FaceTime calls, this is extremely frustrating as I am unable to perform my job from home with this being a daily occurrence? Any help would be appreciated.

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5 REPLIES 5

Michelle-TalkTalk
Support Team
Message 1 of 6

Morning,

 

I'm sorry to hear this. I can see that the fault has been raised to Openreach, please let us know how you get on.

 

Thanks

 

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Message 2 of 6
Thanks tried that and still no good - can’t video call at all today and even streaming a utube video (my daughter) is freezing and buffering every 10 mins 😬
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Message 3 of 6

If your master phone socket has a test socket then you could try the router in there, that would then eliminate any of the phone wiring in your home as being a possible cause of the problem.

 

Staff will be able to do some more tests and help further when they are back on Monday.

Lfox84
First Timer
Message 4 of 6

Thanks it’s definitely the router losing the connection as all the lights start flashing - this isn’t a one off it happens every time I do a video call which is so frustrating. 

I have run the connection tests etc through my talk talk account but it seems to imply all is ok when it clearly isn’t? 

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Skynet_TX
Community Star
Message 5 of 6

Hi @Lfox84,

 

Do you know if the problem is with the router losing its connection to the internet (in which case a light on your router which is normally constantly lit will change colour or flash), or is it that you are losing Wi-Fi connection between your device(s) and your router (in which case the light(s) on the router will just carry on looking normal).

 

Do you have any ‘wired’ devices, do they also lose connection ?

 

If your router is losing connection to the internet it would be worth going to the Service Centre to run a connection test on your line, this will indicate if there is currently a fault affecting your service. You can also access this from the ‘My Account’ site.

 

Also, if you have a landline phone can you check to see if that is working normally (i.e. you have a clear dial tone and no noise on the line).

 

For one of the TalkTalk staff on this community to be able to look into this you will need to update your community profile to include your name, landline telephone number that your TalkTalk service is provided on & an alternative contact number. This will allow them to identify you, and they will then be able to help.

 

Don't post any personal details in this thread, just add them to your community profile.

 

The staff here won't be around now until Monday, but they should be able to respond to this post early next week to help.