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I have been having a problem with VOIP calling on a number of different services including Skype, GoToMeeting, Webex, and XLite Softphone. The problem is this: normal internet browsing causes these calls to breakup severely for about 10 seconds at a time. This makes VOIP almost unusable.

Some facts about this issue:

  • I'm using Mac OS 10.12
  • My ISP is Verizon Fios, with 150m up and down (which I can consistently verify with a speed test). I am the only person using this connection.
  • The problem occurs when I conduct a search using google chrome but NOT when I conduct a search using Firefox.
  • The problem occurs when first opening microsoft outlook, or sometimes when focusing the already open outlook window (so if someone on a voip call says "hey, did you see that email?" I'm out of luck).
  • The problem occurs when I conduct a search of my computer with Mac OS spotlight search.
  • The problem always occurs when doing the above described activities, it is not an intermittent problem.
  • My router supplies two Wifi networks, "My Network" and "My Network 5G." The problem occurs on both networks but it is MUCH, MUCH worse on "My Network 5G." It is completely debilitating on 5G, but without 5G I can tolerate the comparatively minor dips and cracks in call quality.
  • The problem does not occur on a hardwired connection.

Some video demonstrations of the problem:

Some things I have already tried, with no success:

  • Rebooted the computer and the router many, many times
  • Contacted my ISP, who tried at great length to help but couldn't
  • Replaced the physical router
  • Changing the "MTU" of my computer to 1498, 1492, 1472, and a few other values.
  • Changing the MTU of my router to all the same values named above
  • Putting my wifi on a channel that is not used by any other wifi in the building
  • Checked that QoS scheduling is enabled on my router for both wifi networks (it is).

Finally, here is a Wireless Diagnostics report for 1 minute of network traffic, during which time I was on a voip call and deliberately triggered the problem 3 times.

Any help would be appreciated, but to be quite honest, I currently feel pretty hopeless about this issue.

Matt Korostoff
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2 Answers2

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Of the very many suggestions I outlined in the comments on the post, none has worked. But here are the bare facts on which I will base my last suggestion :

  • The Fios Quantum Gateway router is required by the ISP and cannot be replaced
  • This router is fragile, for example turning off QoS causes Internet to be lost
  • The problem is with 5GHz - there are only slight problems with 2.4GHz
  • There are no problems when connected via cable.

My theory is that the router's support for 5GHz WiFi is flaky, so I would suggest using another WiFi access point.

You could buy a good-quality WiFi access point that can be connected to the router by cable, and disable all WiFi networks on the router itself. The AP can be bought from a shop that allows returns, so in case this suggestion does not work, the AP can be refunded.

If this test does not solve the problem, then I would think that the problem is with the network adapter on your computer not handling well 5GHz (or with its driver).

harrymc
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It sounds like there are some network issues of some sort (obviously), which are usually not noticeable, but become apparent when under stress.

It looks like you've tried to fix the network side of things without success.

You could try to fix the traffic side of things.

You can set up local QoS restricting the bandwidth available to certain applications. I'd suggest working out your WiFi transmit bandwidth (check connection speed in your system tray for example, confirm with test file transfers), and then limit all browsers to use only 25% of it - so that Voip has free access to 75%-100% of it depending on browser traffic.

See https://apple.stackexchange.com/questions/7426/bandwidth-shaper-or-bandwidth-controller-application-for-mac-os-x

If you're doing QoS on our PC, disable it on the router.

You could disable throttling when not using Voip.

Also, check your CPU usage during these times - just in case it is maxing out due to a dodgy network card/driver combo.

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