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ATTHelp
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Community Support

Community Support

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200.3K Messages

Thu, Jul 30, 2020 7:32 PM

AT&T Forum Support: Zoom, Webex, & Video Conferencing Help

Solutions to Freezing, Loss of Audio, & Pixilation

 

Kids are going back to school. For the best experience possible, learn the ins and outs of video conferencing, the causes of video issues, and solutions.

 

VPN & Web Conferences

While it does not happen often, your VPN may be causing an issue with your conference. To see if it is, disable your VPN and test your conferences. If it works, you may need to contact your IT group or VPN Host to determine a workaround. Please note, services, like WebEx, recommend disabling VPNs.

First, you need to understand the requirements

 

For the best experience, you need to meet speed requirements for web conferencing:

Meeting the speed requirements is not enough. You must understand how your plan and the number of devices connected affect your experience. Not just that, your PC needs to meet hardware requirements. 

 

What can cause a poor video conferencing experience?

 

The wrong internet plan (Speed)

If you have an internet plan of 6Mbps, 2 devices can use a web conferencing platform with minimal issues. If more people are online, for example, parents working from home, a 6Mbps connection may not be able to handle all devices. You may see issues like:

  • Spinning icon on the web conferencing application
  • Choppy video and audio
  • Timeout errors on websites mimicking out of service issues
  • Websites loading slower
  • High ping
  • Slow speeds
  • An overall poor experience

Too many devices

If everyone in your household is online at the same time, on the wrong plan, the web conferencing experience may suffer. If you work from home and see issues when everyone is online, this could mean your internet will not support all devices connected. Now think about how that will affect distance learning. Our High Ping page has more information, and personal stories, about the affects of too many devices on the wrong plan.

 

Improve your web conference (Solutions)

There are a few things you can do to improve web conferencing like:

Test your web conference

Check the internet connection with:

Are there issues with the web conference?

Search for issues your web conference may be having online. Many users report issues via peer-to-peer outage trackers.

 

Heads Up: went testing, connecting other devices that may be in use during the time you will be working is a great way to determine if your connection can handle the extra internet traffic.

 

 

ChrisZ, AT&T Community Specialist 

 

 

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Accepted Solution

Official Solution

Community Support

 • 

2.6K Messages

2年前

Having trouble with web conferencing? Check out the information above!

 

ChrisZ, AT&T Community Specialist 

New Member

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1 Message

2年前

I have the 1 GB fiber internet and every single video call i get on, zoom or go to meeting, drops after 35 minutes.  It's quite embarrassing. I ran a speed test after my last drop and as at 185 down and 113 up which is more than enough for a meeting with no video.

 

I've reset everything and given priority to my laptop during calls, but it's the same experience.  Even tried a different laptop and had the same problem.

 

Had Comcast 60 Mbps down and 20 up and never had this problem.  More is not always better i guess.

ATTHelp

Community Support

 • 

200.3K Messages

2年前

Hi, @MyInternetDropsItLikeItsHot!

 

Your username creativity is fantastic! The reason you chose it, however, is not... let's get this working for you! 

 

We have a few questions for you: 

  • If you are using wi-fi, can we try a wired connection? IF so, did you have a better result? 
  • In your normal location, how close are you to your router? 
  • When it drops how long does it stay out? 
  • Does it affect any other devices at the same time? 
  • What are the lights on the router doing? 
  • Do you ever see it drop outside of zoom calls? 

We look forward to helping you resolve this issue! 

 

Raychel, AT&T Community Specialist

New Member

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1 Message

1年前

Hello, I have been experiencing the same problem lately. Internet abruptly stops while I'm on video conferencing. I recently moved from Specterum and it wasn't an issue with Specterum. 

  • I'm using WiFi only, and haven't tried with wired connection yet. The router is in walking closet behind the bathroom, so that makes un-feasible to try out the wire from my living room. 
  • All WiFi signals are very high at my work location. Note - living in a single apartment 800SqFt. so, it is a very small apartment to cover all the dimensions. 
  • Normally speed is 250-300Mbps, but during video conferencing internet stops for 5-8 mins and it comes back again by itself. 
  • I haven't seen the router lights just yet when this happens. 
  • I see this problem with Zoom and other video conferencing softwares as well. 

This is disrupting my work a lot. I would appreciate your help in this. 

New Member

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1 Message

1年前

I have a very important zoom call coming up for a deposition. It’s imperative that I be able to do so. So I am going to get your highest gig iPhone 13 now there is no fiber optics Wi-Fi or cable in my area my device my laptop works with a plug-in with a Sim card called the beam and it is grandfathered in if we touch that plan you don’t offer anything else. So that’s a 12 gig shared plan However I only used a half a gig a month on it because I had to get a separate plan for an unlimited cell phone. Now I have been with you since 1993 that’s 28 years.
I really need to make sure I can do the zoom call I’ve never done one before and I’m hoping that the people are telling me from AT&T correct that I don’t need Wi-Fi that with my new iPhone 13 that I’m going to purchase in a couple of days would get me into that zoom call can you please verify these things for me and give me any advice thank you in advance

sincerely

Rhoda M Michaud

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