Whatsapp, Skype & Slack audio/video calls frequent disconnection

[sreejith]

Hi Team,

Apologies for writing in English as I dont speak German.

I recently got the Red Internet & Phone 1000 Cable connection in Munich. From day 1, I am facing issues with audio/video calls via whatsapp, skype or slack from my and my wifes mobile phones. We have relatively new Android Motorola phones. Wifi is generally working from the phones and I am able to browse, watch youtube and netflix without issues. The issue is only apparent when making audio video calls via skype or whatsapp. The call keeps reconnecting every 15-20 seconds and is pretty annoying and un-usable. 

I tried to optimize the wifi by changing the channel to least used ones and also tried the 5 Ghz version as well. Nothing seems to help.

Kindly help resolve this issue.

Thanks

Sreejith

[Martin59]

Hi sreejith,

Does the W-LAN connection also break down at that moment, or does it continue to exist as normal?

Were you able to reproduce this with another Smartphone?

Best regards, Martin

[sreejith]

Hi Martin,

The Wifi drops when this happens. Yes I am able to reproduce it with both my and my wifes phones. 

Thanks 

Sreejith

[Martin59]

Hello sreejith,

please send me your name, address, date of birth and customer number by PN.

Let me know again as soon as you have sent the message.

Best regards, Martin

[sreejith]

Hi Martin,

I have sent you the details in a private message.

Thanks

Sreejith

[Martin59]

Hello sreejith,

please send me another PN and tell me your mobile phone number.

Here a technician has to check the line on site, because there are a few errors at your connection.

Best regards, Martin

[sreejith]

Hi Martin,

The technician came and said everything is fine. I even showed him the issue from whatsapp call. He could not communicate with me because he did not know English. He left. I am not sure what to do next!

Thanks 
Sreejith

[Martin59]

Hello sreejith,

do you have the possibility to test the whole thing on a laptop or other smartphone?

Best regards, Martin

[sreejith]

Hi Martin,

Not allowed to use these apps on my Office laptops. The issue is happening on both my and my wifes phones. Yesterday, I tried another approach. I connected a spare wifi router I had to my Vodafone Aaris modem and tried connecting with the wifi from this new router. With that my phones are working perfectly fine. Had almost 2 hrs of whatsapp and skype calls and till now not a single drop. So perhaps the issue is some incompatability with Aaris modems and my phones. Really not sure.

I will try with other phones as soon as this corona lockdown is over and update you.

Really appreciate the patience you have shown in trying to resolve this issue.

Thanks again

Sreejith

[Martin59]

Hello sreejith,

will be happy to keep us informed.

The only thing I can do right now is replace the router.

Shall we try that?

Best regards, Martin.