Consistently unstable connection

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by sonichedgelog » Wed Jul 01, 2020 5:30 pm
There are 5 people in my house, and 3 of us need to use Zoom for work and school daily. Regardless of where we are in the house (even next to the router), our Zoom calls constantly freeze during important meetings or during teaching classes. In the evenings when all 5 people are home, all 5 are on the internet and the connection is (obviously) worse.

Is there a way to fix the connection or upgrade the bandwidth so we can all do our required work? For reference, we do not have a phone, so that is not a factor.
by brandonc » Fri Jul 10, 2020 2:36 pm
Hello,

I'm sorry to hear that you have been experiencing so many issues with the WiFi connection, especially with the shelter in place still being in effect. I wanted to reach out and see if we can fix this problem for you or look at a different solution, like replacing the equipment.

First, I wanted to recommend checking what WiFi network you're connected to and make sure you are connecting on your 5G network. If you're unsure what I mean by that, you're router broadcasts two separate WiFi signals for your devices to connect to and the 5G signal is what will provide the best WiFi connection possible. If you are connected on the 5G signal and still experiencing issues, then I would suggest unplugging the router and plugging it back in. After it's back up and running, go to sonic.com/speedtest, then click on the "Go" button. This should give you an estimate of what your device is getting and let us know if there is bottle-necking occurring from the router. If it's possible try testing on multiple devices to make sure it's the router.

If the router is faulty or simply not performing well enough for your home, then we can definitely look into sending out a replacement of the same router or send you our Eero Mesh WiFi System for a free one month trial, to see if it works a lot better for your home. If you choose to test the Eero and end up wanting to keep it, it would cost an additional $2.50/mo than what you are currently paying.

If you have any questions, please let me know.

Regards,
Brandon C.
Community and Escalations
Sonic
by sonichedgelog » Tue Jul 14, 2020 7:19 pm
Hi,

Thank you! We are connecting to 5G when possible. Sometimes it doesn't reach the upstairs (and no good place for a wall plug extender in an old Victorian house), so we occasionally have to use the regular WiFi network upstairs but still have complete dead spots in some rooms.

Before unplugging the router, we have a download speed of 2.43mbps and an upload speed of 1.87mbps on the regular network, and 30.03mbps download/6.17mbps upload on 5G.
After restarting the router, we have 2.56mbps download/1.35mbps upload on the regular network, and 44.78mbps download/27.46mbps upload on 5G.

So it looks like there is improvement for 5G, but that still doesn't solve some parts of the house.
I'll see how it works for us the next couple days on Zoom if it's fixed or not.
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