Slow connection

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Zoom problems with frozen screen, poor quality audio, or getting disconnected?

Broadband Speed explained - what does Zoom need? / how to check

Minimum speed requirements for Zoom

For 1:1 video calling – 600 Kbps (or 0.6 Mbps)
For group video calling (more than 2 people on the call) – 1.0 Mbps

Jargon: Mbps = megabits per second / Mb = (1,000,000 bits) / Kb = Kilobits (1,000 bits)

Check your speed

Check your Internet bandwidth using an online speed test, such as nperf, Speedtest, or Comparitech

Note: Your download speed will always be faster than your upload speed – to reflect what most of us do most of the time (downloading videos to watch, emails to read, web pages to browse etc)

Jargon: “Speed” and “Bandwidth” – these are similar terms, but not the same. Most of us can happily ignore the difference. For others – either look it up on Google

What else can affect your speed?

The number of devices and programs that are accessing the internet via your router at the same time
The number of other people sharing the router in your household
The number of households sharing the line to the exchange (peak times)

“We’ll guarantee an average speed 30 Mbps!”

When you see the average speed advertised with a broadband deal, it’s referring to the “average download speed available to at least 50% of the supplier’s customers during peak hours, from 8-10pm for residential users and 12-2pm for business users”. So it doesn’t guarantee what speed you’ll actually get at any specific time. And if you’re in a very remote area you could fall well short.

Taken from https://www.broadband.co.uk/guides/broadband-speeds-explained/

Types of broadband - Standard / Superfast / Ultrafast / Fibre

‘Standard’ broadband packages can average 11 Mbps download / 1 Mbps upload. They use “ADSL” technology (standard copper telephone line). Though it can be far less if you live a long way from the nearest telephone exchange.

Super (66 / 17 Mbps) and ultrafast (300 / 27 Mbps) broadband packages use more efficient “fibre optic cables” to transmit data, which means they can reach faster speeds, though they’re not available in all parts of the country. According to Ofcom (May 2019), 10% of premises in rural areas were unable to achieve 10 Mbps or higher.

“Pure” Fibre optic packages – (a fibre connection all the way from your house to the exchange) can provide speeds up to 1 Gbps (1,000 Mbps). However, only about 10% of homes in the UK can have this.

The speed figures above are from one example provider, but others are similar

What to do if your connection is slow

Emergency!

If you’re in an important meeting and it’s really not working and you’ve tried the solutions below … switch to using your phone! (Note: this relies upon the Host having allowed this option).

Click on the “up arrow” to the right of the “microphone icon” and choose “Switch to Phone Audio”. You’ll be given a list of phone numbers you can call as well as the Meeting ID and passcode which you will be asked for and can enter using your phone dial pad.

Otherwise …

First … watch this great 2 min video about WiFi connectivity

I’ve tried to list these in order of ease to do …

Move closer to the router/hub

Reduce other internet “action” during your meeting

turn off any other programs on your device that might be using the internet (email, browser etc).
consider other devices that might be using the internet during your Zoom call (e.g. someone watching Netflix, browsing the internet, watching videos on their phone, other video calls, online games etc)

WiFi rather than mobile data – if using your phone for Zoom, connect to WiFi

Turn off your video when you don’t need it – (turns off the video of you speaking). And you can turn it back on during introductions or if you have a question.

Turn off “HD video” – reduces the quality of your image – click the “up arrow” to the right of the “video icon” and uncheck the “HD video option” detailed instructions towards the end of this article

Mute Audio when not talking: When you aren’t talking mute your audio (click on the microphone icon to mute or unmute).

Longer term things to try

Wired connection rather than WiFi – connect your computer/laptop directly to your router/hub with an “ethernet” cable

Try changing your “Broadband Micro Filter” (see image). They are very cheap (£3 – £5).

Move your WiFi router – Try moving your router to a more open, central location within your home. Watch this video for more details (its the same one as above).

Consider WiFi extenders (e.g. if your signal next to your router is great, but awful in your office)

Consider upgrading your router – If it’s old or damaged the signal may be compromised. Talk to your Internet provider.

And these tips taken from Zoom’s help page …

Upgrade your WiFI router firmware. Check your WiFi router vendor support site for firmware upgrade availability.
Use a WiFi extender such as Amped Wireless or Linksys to increase the distance and strength of your WiFi signal
Use a higher powered/long-range WiFi such as Amped Wireless router or adapter to increase the WiFi signal on your PC or Mac