Thema "Re: voice/video calling problem (WhatsApp & Skype) with Vodafone TG3442DE router" in Archiv_Störungsmeldungen-Internet-TV-Telefon-Kabel

voice/video calling problem (WhatsApp & Skype) with Vodafone TG3442DE router

nikable — Wed, 12 Aug 2020 21:15:37 GMT

Dear Support Team,

I am using "Red Internet & Phone1000 Cable" since September 2019. It has been a great experince with streaming and downloading content until now (with approx. 150Mbps downloading and 20 Mbps uploading speed). However, since the DAY 1 , I am facing tremendous problems with voice and video calling (WhatsApp/ Skype) when connected with my phone (Motorola Z Play).
Connection simply drops after couple of minutes and it keeps on re-connecting again and again until I am forced to switch to my personal data to continue the said call which is not only incovinient but also expensive.

Furthermore, voice calling from my phone works perfectly fine when connected to other router/s and connection/s. I reinstalled the applications and /or updated them; but it was not helpful.

I have tried to be in touch with your collegues over a call several times, but it did not help ( they did not speak english). The only answer I have received until now is - "Everything is fine from our side"

Perhaps the problem is related to following issues that I found on community -

1. https://forum.vodafone.de/t5/St%C3%B6rungsmeldungen-Internet-TV/Connection-drop-during-skype-whatsapp-calls/td-p/1963965/page/2

2. https://forum.vodafone.de/t5/St%C3%B6rungsmeldungen-Internet-TV/whatsapp-call-reconnecting-every-every-5-10-minutes-on-Kabel/m-p/2169493

I went through the solution discussed in above issues and I do not intend to purchase another device / Nest Router. It would be a great help to me if you could manage to trace down the RCA of this issue and help me out so that I can make voice calls from my phone ; using my wifi connection.

Awaiting for your response.

Many thanks in advance !
BR,
nikable

Re: voice/video calling problem (WhatsApp & Skype) with Vodafone TG3442DE router

Wallace — Thu, 13 Aug 2020 10:03:58 GMT

Hi,

I'd like to take a look at your connection. Send me your customer data (name, address, customer number, birthday) in a private message and let me know here that you have transmitted the data.

Regards

Wallace

Re: voice/video calling problem (WhatsApp & Skype) with Vodafone TG3442DE router

nikable — Thu, 13 Aug 2020 11:51:54 GMT

Thanks for your feedback Wallace, I have sent you the necessary details 🙂

BR,
nikable

Re: voice/video calling problem (WhatsApp & Skype) with Vodafone TG3442DE router

Wallace — Thu, 13 Aug 2020 13:50:41 GMT

Hey,

Your connection must be checked by a technician on site, as some values are far below the tolerance limit. Do you agree to a technician visit and can you provide access to the house system? What is the best telephone number to call to make an appointment?

Regarding COVID-19: Are you in quarantine or are there symptoms in your household that indicate COVID-19?

nikable — Wed, 26 Aug 2020 14:20:10 GMT

sure.... do it !