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Why Your Microsoft Teams Calls Keep Breaking Up Despite Having ‘Good Wi-Fi’

The lights are green, the dashboard is clear and all signal data points to ‘Good Wi-Fi’ – Yet your IT Manager is still tearing their hair out from colleague complaints about Teams calls freezing and dropping out. 

This is frustrating from both sides – The employees and end users experiencing Wi-Fi issues and a drop in productivity, and the operations teams dealing with their complaints. 

If you’re sat in your modern London office, frustrated with: 

  • Teams calls freezing
  • Audio breaking up
  • Video lagging

But the Wi-Fi ‘looks fine,’ then it’s time to dig a little deeper. Wi-Fi performance is about so much more than signal bars. 

So what is the actual problem? Why can the quality of Teams calls be so poor when the Wi-Fi signal strength appears strong?

Why Wi-Fi Signal Strength Doesn’t Tell The Whole Story

Most people judge Wi-Fi by the bars on their device. Hey, we’re not judging, it’s a logical place to start. However, a strong Wi-Fi signal does not necessarily guarantee good performance. 

There are a few things that can impact Wi-Fi performance that wouldn’t show up on how strong the signal bars are. These include:

Latency 

Wi-Fi latency is the delay (measured in milliseconds or “ms”) it takes for data to travel from your device (e.g. smartphone or laptop) over the wireless network to a router, reach its destination on the internet, and return. 

It dictates your connection’s responsiveness, rather than its overall data capacity. This is different to speed or bandwidth which says how much data you can upload or download. 

Latency is the real time reaction, and what causes a lag – For example, a delay in a Teams call. Latency is the time it takes for a ‘packet’ of data to make the round trip from and back to your device. 

Packet Loss

Wi-Fi packet loss occurs when small packets of data traveling over a wireless network fail to reach their destination. 

Data travel over Wi-Fi is vulnerable to disruptions. Packet loss is when instead of arriving smoothly, the missing data drops, causing noticeable issues like lag or glitchy audio on Teams calls.

Interference

The disruptions to a data packet’s journey can be caused by a number of different types of interference. These include:

  • Physical and Structural Obstructions such as walls, metal furniture, and floors. These can degrade wireless signals, making data struggle to reach your device. 
  • Wireless Interference: Other electronics such as microwaves and Bluetooth devices operate on similar radio frequencies which can distort your Wi-Fi signal.
  • Network Congestion: This is when too many devices are attempting to use the Wi-Fi at the same time. This can overload the router, causing it to drop packets in order to try to manage the traffic. 
  • Channel Overlap: Neighbouring networks in busy modern London offices can overlap with your own Wi-Fi channel, which can cause corruption to data packets or lead to them dropping altogether. 
  • Outdated Hardware: Older routers or network drivers can struggle to process large volumes of data, causing Teams calls to lag or drop. 

Congestion

Wi-Fi congestion happens when too many devices try to share the same wireless network, saturating the available bandwidth. This bottleneck causes: 

  • Slow loading times
  • Buffering video
  • Lag 

It is driven by excessive data demand, high device density, or overlapping radio frequencies. These are commonplace in busy environments like modern London offices, hence why Teams calls can freeze or drop even when the Wi-Fi appears to be working. 

Why Teams Calls Are More Demanding Than Other Applications

There are ways of using Wi-Fi that are more taxing than others. Things like browsing websites and checking email are forgiving and allow multiple users to use the Wi-Fi effectively at the same time. 

Teams calls, however, require continuous real time communication and low latency as we mentioned above. Even the smallest interruptions or disruption can cause:

  • Frozen video
  • Poor audio
  • Dropped calls

Now picture modern hybrid working environments that we are seeing more and more of in businesses. These flexible working models where employees can split their time between the office and remote working mean more Teams calls and online meetings between colleagues. 

This has the potential to put a real strain on office wireless networks that were previously only used for web browsing and checking emails, and is a real problem for IT Managers and Operations Teams to have to deal with. 

So what are the root causes of Teams call problems in terms of Wi-Fi specifics. 

Common Causes Of Teams Call Problems In London Offices

For IT Managers and Operations Teams it can be really tricky to identify the root cause of Teams calls dropping out, when on the surface the Wi-Fi looks okay. Here are some common causes that would be a good place to start. 

Wireless Congestion

Wi-Fi congestion happens when too many devices try to share the same wireless network, saturating the available bandwidth. It also happens when numerous neighbouring Wi-Fi networks compete for airtime.

This is a particularly common problem in multi-tenant office buildings which are frequently found in London City and Canary Wharf as well as other busy city centres. 

Poor Access Point Placement

When our Wi-Fi engineers are called out, we unfortunately see a lot of cases where Access Points have been installed in convenient locations instead of where they are actually needed.

This includes certain locations being frequently overlooked, such as meeting rooms for example. 

They key is to get a good balance between Coverage and Capacity. Coverage is the reach of your Wi-Fi signal (how far it goes), whereas Capacity is how well the network handles multiple connected devices and heavy data usage simultaneously without slowing down.

The goal with Coverage is to eliminate any dead zones and prevent dropping out, whilst with Capacity you want to support the amount of devices trying to connect and the data throughput. 

Roaming Issues

In an ideal world, your colleague would sit at their desk and connect to a Teams call through their laptop for the duration of the online meeting. 

In the real world, your colleague connects to the Teams call on their phone and then wanders down to the staff kitchen to make a coffee, then pops to another colleagues office to pick up that file they need for the call, and then makes their way back to their desk. 

Whilst on the move like this, their device is constantly switching between Access Points, leaving scope for call interruptions. Poor roaming capabilities will lead to Teams calls lagging or dropping out. And that means frustration for them, and subsequently you as their IT Manager. 

Too Many Connected Devices

Before hybrid working environments, modern offices tended to have computers for each staff member which were connected to the internet via a wired connection like Ethernet cables. Sure, there was the off hot desk, but even these were likely to have an Ethernet cable ready tp plug in instead of Wi-Fi. 

Now, London offices are full of hot desks. Desktop computers are less common, replaced by staff members having a laptop which they can connect via the Wi-Fi wherever they are sat down. 

Now add to this a smartphone for each member of staff, plus a tablet, smartwatch and other devices. 

Our offices now contain far more wireless devices than ever before, from individual user devices to meeting room equipment and IoT devices. 

This skews the capacity vs coverage issue more towards capacity – Office Wi-Fi has to be able to support the necessary concurrent devices while preventing lag, high ping or dropped packets in high density areas (effectively reducing problems with Teams calls). 

Legacy Network Design

Office environments have changed and so have the wireless network requirements. As a network has grown organically over time, the tendency (from our Wi-Fi engineers experience) has been for IT Managers and Operations Teams to add additional Access Points to try and increase coverage. However, without the overall design strategy to match this organic growth, the infrastructure tends to struggle and this is where we see issues with modern collaboration tools like Teams. 

Why Wi-Fi Speed Tests Can Be Misleading

As an IT Manager contending with Teams calls problems in the workplace, you might start by looking at a Wi-Fi speed test. Unfortunately, Wi-Fi speed tests can be rather misleading. You might see that internet speeds are good, so assume all must be well with the Wi-Fi and the Teams calls dropping has to be due to something else. 

Unfortunately, internet speed tests can often mislead people into thinking there isn’t a problem. Wi-Fi speed tests measure throughput, but not user experience. Here are a few reasons why Wi-Fi speed tests don’t show the whole picture. 

Roaming

Wi-Fi speed tests don’t give you an indication of roaming performance. How well are users moving around the office whilst connected? Are the Access Points placed due to need and traffic? Are Teams calls dropping out in a particular place in the office? Do user devices effectively move from AP to AP or do they get stuck? These questions are not answered by a speed test. 

Packet Loss

Are things like building infrastructure (walls, floors) interfering with data packets reaching their destination? Is disruption to data packets journeys causing Teams calls to freeze or drop? What is causing these disruptions? Wi-Fi speed tests aren’t going to answer these questions for you unfortunately. 

Wireless Contention

Are neighbouring networks overlapping with your Wi-Fi channel? Are too many devices attempting to connect at any one time? The speed of your network might look great on the dashboards, but is the capacity there to meet the needs of your users? Can your network handle multiple Teams calls at the same time?

Real Time Application Performance

Teams calls require real time communication – No loss of data packets, no latency, no lag. They need the Wi-Fi speed, yes, but they also need the capacity and lack of interference to be there to avoid freezing, lagging, poor audio and dropping out altogether. 

For all these reasons, it’s very possible for your network to achieve excellent Wi-Fi speeds but still perform poorly on Teams calls. 

How Businesses Should Diagnose The Problem of Bad Teams Calls on ‘Good Wi-Fi’

If IT Managers and Operations Teams want to avoid the headache of poor Teams calls on a Wi-Fi network that appears to be ‘good’ then the first thing they need to do is stop guessing. 

That might look like calling in the Wi-Fi experts, like our team of Wi-Fi engineers here at Geekabit. The aim is always to understand how people are actually using your network, and then design and deploy the best network to meet those needs. 

Professional Wi-Fi Site Surveys

Wi-Fi Site Surveys  and Network Assessments are a key tool in analysing the performance of your network, helping to diagnose your Wi-Fi problems (even when things look good on a surface level). They also help measure our success when fixing your Wi-Fi issues. 

A Wi-Fi site survey is the most effective way to design, troubleshoot, or optimise a wireless network for homes, offices, warehouses, schools, and commercial environments.

Our expert Wi-Fi engineers work out of London, the city and Canary Wharf (as well as Hampshire and Cardiff). An on-site survey always provides the most accurate results, however for circumstances where this is not possible, we also offer predictive Wi-Fi site surveys using industry-standard modelling software.

You can find out more about our Wi-Fi Site Surveys here. 

Interference Analysis

Interference Analysis is the process of identifying and evaluating unwanted Radio Frequency (RF) signals that degrade wireless network performance. It helps pinpoint sources of slow speeds, high latency or dropped connections that could cause Teams calls to lag or drop, such as:

  • Neighbouring networks
  • Bluetooth devices
  • Microwaves

This knowledge allows for targeted network optimisation resulting in keeping those Teams calls connected and stable. 

Wi-Fi Capacity Planning

Analysing the Wi-Fi Site Survey, spectrum and client behaviour mean that our expert Wi-Fi engineers can effectively plan for your Wi-Fi capacity, making sure your wireless network fits your bespoke office needs. 

Wi-Fi capacity planning is the process of designing a wireless network to support the concurrent demands of users, devices, and applications, rather than just ensuring basic signal reach. It calculates the network’s ability to handle traffic without congestion, ensuring seamless performance even during peak usage. 

A robust capacity plan goes beyond simple coverage and translates real-world traffic demands into specific hardware and configuration requirements. This also means that those Teams calls will stop lagging and dropping out. 

Why Your Microsoft Teams Calls Keep Breaking Up Despite Having ‘Good Wi-Fi’

Remember that having good Wi-Fi signal strength (or speed) does not necessarily mean ‘good Wi-Fi’.

Modern London offices and hybrid working environments mean that modern collaboration tools like Teams have placed new demands on office networks. These new demands require in-depth analysis to ensure your network is supporting your users and thus your business. 

The main focus for IT Managers and Operations Teams needs to be on user experience rather than just Wi-Fi speed and signal strength. There can be a lot more going on beneath the surface of ‘Good Wi-Fi.’

If you or your colleagues are struggling with Teams calls freezing or dropping out, despite your Wi-Fi dashboard suggesting all is fine then it’s time to call in the experts. Our Wi-Fi engineers here at Geekabit can help guide you with Wi-Fi troubleshooting, Wi-Fi Surveys and network optimisation. 

Skip the Teams call and get in touch with our friendly team here instead. 

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When New Wi-Fi Equipment Doesn’t Fix the Problem: Why London Businesses Need a Professional Wi-Fi Site Survey

Does your business struggle with poor Wi-Fi? Are your employees or colleagues always complaining about slow internet? Weak, unreliable Wi-Fi isn’t conducive to a productive and operational working environment. 

No one wants to be fielding Wi-Fi woes if you’re a busy London IT Director or Manager.

You might think that just adding an extra Access Point in might work. And maybe it does for a little while – But realistically, the underlying Wi-Fi issue remains and will resurface. 

Here at Geekabit, we see this problem a lot, especially in our London clients where office layouts, building materials and occupancy have changed significantly. 

But what it’s important to realise is that actually, it’s not always a hardware problem. Hence why another AP doesn’t fix the problem! Wi-Fi problems frequently come down to design problems. And that’s where a Wi-Fi Site Survey comes in. 

Signs You May Need a Wi-Fi Site Survey

There are a fair few telltale signs that there could be design problems with your business Wi-Fi network. These might include:

  • Teams and Zoom calls breaking up
  • Complaints concentrated in specific areas
  • Users disconnecting when moving around the office
  • Slow performance despite strong signal bars
  • New access points added with little improvement
  • Wi-Fi working at quiet times but struggles when the office is busy

These issues might have slowly grown with the business – Perhaps from a steady increase in employees and growing number of devices connected at one time. 

You may have also recently had an office refurbishment or reconfiguration, which could have shown up previously undetected dead spots or caused interference. 

A Wi-Fi Survey can help figure out where the problems are and what you can do to fix them. 

Why Throwing More Wi-Fi Equipment at the Problem Often Fails

As we mentioned above, many businesses think that deploying more hardware will fix any Wi-Fi issues. Sometimes these mask the underlying problem for a while, but unfortunately the issues will always come back. 

Some reasons why introducing more Wi-Fi hardware to a struggling network doesn’t always work:

  • Too many access points can create interference
  • Signal strength is only one part of the picture
  • Channel planning is often overlooked
  • Roaming settings may be incorrect

Modern Wi-Fi requires proper design, not guesswork. A Wi-Fi expert, like our engineers at Geekabit, can carry out a full Wi-Fi Site Survey so that networks are designed to suit the office.  

Unfortunately, we’ve seen organisations invest thousands of pounds in new Wi-Fi hardware, only to discover the issue was poor RF design rather than ageing equipment.

So before investing in new Wi-Fi hardware, consider carrying out a Wi-Fi Site Survey first, to check there are no underlying network design problems. 

What does a Professional Wi-Fi Survey show?

Wi-Fi Site Surveys are a key tool in analysing the performance of your network, helping to diagnose your Wi-Fi problems and measure our success fixing your Wi-Fi issues.

A Wi-Fi Site Survey from Geekabit will show:

  • Gaps in coverage
  • Co-channel interference
  • Roaming issues
  • Capacity bottlenecks
  • Impact of building materials
  • Channel utilisation
  • Problems with Access Point placement 
  • Future expansion requirements

A Wi-Fi site survey is the most effective way to design, troubleshoot, or optimise a wireless network for homes, offices, warehouses, schools, and commercial environments.

Our expert Wi-Fi engineers work out of London, Hampshire and Cardiff. An on-site survey always provides the most accurate results, however for circumstances where this is not possible, we also offer predictive Wi-Fi site surveys using industry-standard modelling software.

You can find out more here. 

Why London Offices Present Unique Challenges

Many of our clients are London-based. Offices in the capital often have specific challenges to overcome when it comes to managing their wireless network. 

London offices tend to consist of many potential network disruptors, including:

  • Multi-floor buildings
  • Dense neighbouring Wi-Fi networks
  • Glass partitions
  • Concrete cores
  • Users who hot-desk (and flexible working)
  • High user density in relatively small spaces

Whilst these do present challenges in London based offices, it is possible to overcome these Wi-Fi problems for your city-centre business network. 

When to Bring in a Wi-Fi Specialist

When there’s something strange, and the network’s not good – Who you gonna call?

It’s never too late to bring in an expert Wi-Fi engineer if your business network is struggling. But there are times you can proactively avoid network disruption by bringing in a Wi-Fi professional. If you’re a Facilities Manager or Office Manager, then your team will thank you for calling in the experts:

  • Before an office move
  • Before a refurbishment

By consulting a Wi-Fi expert before an office move or refurbishment, you can get ahead and plan using a Wi-Fi Site Survey to lead your hardware placement to meet the needs of the business. This helps to avoid the potential problems that stem from user crowding, dead spots and interference. 

Other times it might be time to call the cavalry and get the Wi-Fi experts in is when users are complaining about the Wi-Fi without there being an obvious cause. 

You might have tried to fix the problem yourself, but are facing failed attempts. There’s no shame in calling in a Wi-Fi professional – It’s literally our job to find the problem with your business Wi-Fi and fix it. Sometimes internal teams need a bit of independent expertise. 

Who you gonna call? You can call Geekabit and speak to one of our friendly Wi-Fi engineers.

Time to Ask for Wi-Fi Help?

If your business has already invested time and money into resolving Wi-Fi issues without success, an independent Wi-Fi Site Survey can quickly identify the real cause. 

When the obvious fixes haven’t worked, call in the experts. If you’re Head of IT or Infrastructure then you’ll know how vital it is to get this right.

Geekabit works with businesses across Central London, Canary Wharf and the City, providing specialist Wi-Fi expertise, expert wireless analysis and practical recommendations that IT teams can trust.

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Vodafone UK Named as London’s Best Mobile Network by Net Check Study

A recent network benchmarking study looking at 4G and 5G performance (for broadband and calls) across London has named Vodafone UK as the top performing network. 

Based in Berlin, NET CHECK completed their London study of mobile network performance and found that Vodafone achieved the highest number of ranking points – Scoring 932.83 out of 1,000 points.  

Who is NET CHECK?

NET CHECK was founded in 1999 to improve the quality of communication networks. Since then, NET CHECK has become one of the leading partners of network operators and infrastructure providers in the operation and optimisation of mobile and fixed communication networks of all technologies.

When and where was the network study conducted?

Between the 30th October and 7th November, a team from NET CHECK carried out a mix of performance based tests across all 32 London boroughs plus the City of London using Samsung S23+ smartphones. 

Covering 23 routes, the measurement technicians covered a distance of 1018km across Greater London whilst driving. The measuring equipment (SwissQual Benchmarker II (Rohde & Schwarz) and Samsung S23+) was placed in the roof boxes of two passenger cars collecting data on the performance of voice and data services during the tests. This approach allowed performance measurement for all the operators simultaneously and at the same locations. 

How did the network study allocate points?

As we said above, the maximum number of points a network provider can rank is 1,000. This is earned by a max of 350 points for voice services and a max of 650 points for data services. 

The testing involved a range of both voice and data services, with categories including:

  • Accessibility
  • Reliability
  • Speech quality  
  • Mobile broadband speed-tests using customer applications such as the browsing of popular web pages, video streaming and more. 

Sample wise, they collected approximately 15,700 data samples per operator to enable them to accurately analyse data services. For voice services, they made approximately 1,390 test calls. For each test call, they collected 12 speech samples which resulted in approximately 16,600 speech samples in total.

Which networks were close behind frontrunners Vodafone?

As we stated above, Vodafone ranked the highest in terms of points with 932.83 out of 1,000. 

Not far behind them was EE with 923.45 – Only about 9 points less than highest ranking Vodafone. 

In 3rd place it was O2 Virgin Media  with 834.16 points, with Three UK trailing behind its competitors with 757.82 points. 

You can see a summary of results from the study below. To have a read of the full report, head here.

With thanks to NET CHECK for all the tables and imagery, directly from their report.

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4G Office Surveys – Hampshire, London and Wales

This week we spoke to a client needing a 4G office survey for their workplace, to see if 4G would be a viable internet option for their business, as well as identifying which network would be best for them.

Why would I want a 4G Office Survey?

4G broadband is an increasingly beneficial internet service provider for many homes and businesses, especially those in rural areas and places where BT Openreach cables can’t get to.

Here at Geekabit we take an unbiased approach when it comes to Mobile Network 4G surveys. Our aim is to gain an understanding of the mobile coverage on your premises and ascertain whether 4G broadband would be a good choice for your internet needs.

It is also hugely important for those who are considering moving their workforce to a new office building and need the guarantee of coverage. Even in today’s “Wi-Fi calling” world, we still need solid mobile phone coverage.

Our testing can assess any likely impacts on mobile network coverage in your office, from external factors such as wind farms and other tall buildings, to internal influences like wall composition.

What does a 4G Office Survey Involve?

Our equipment for a Mobile Phone Coverage Survey measures key performance indicators for 2G, 3G and 4G reception on various networks so you can be sure that 4G broadband is the right decision for your home or business.

The hardware we use to carry out in-building 4G office surveys uses advanced mobile network signal receiving and processing technology.

These 4G office surveys can be used to ascertain the internal mobile network coverage of your office or business premises, and identify any potential mobile network coverage problems early on before you commit to using 4G broadband for your internet provider.

There are some factors that could cause signal penetration problems (attenuation) such as different building materials and window glazing, but a 4G office survey can give you peace of mind that the 4G network you choose will be a reliable source of internet for your rural home or business.

Wired Certification through WiredScore

If you are a business landlord or even rent out a private property, carrying out a 4G survey for the premises can be extremely beneficial.

Back in 2015, the Greater London Authority launched a scheme through WiredScore – An initiative launched by the Mayor’s Digital Connectivity Rating Scheme.

This scheme gives a clear picture to tenants about the connectivity in their potential offices.

Over the past 18 months, we’ve all seen how imperative technology is – Where would we be without Zoom and Microsoft Teams? Technology plays a huge role in the success of businesses across the UK, not just London.

The capacity for connectivity in any given premises is an extraordinary marketing opportunity when it comes to landlords trying to get businesses to sign up to lease their office space. Commercial landlords and developers need to be aware of how important connectivity is to a property or premises – And a 4G office survey is a fantastic way to obtain this.

Good connectivity, especially when it comes to 4G in more rural areas, is a great asset to a business and will be top of the list of any business looking to secure new premises.

WiredScore provides the connectivity accreditation scheme to help overcome the challenge of proving your premises has the internet connection needed for a business to succeed. A WiredScore rating is a global rating scheme for digital connectivity and helps landlords to assess, improve and promote their premises.

Get in touch

If you’re struggling with wired broadband, and not getting the reliable internet connection you need in your rural business or home, then 4G could be a fantastic option for you.

It can feel like a big jump to give up on your wired broadband connection and opt for 4G – Which is where our Cell Coverage 4G survey comes in.

We can tell you exactly whether 4G broadband would work for you, and which network would be most reliable.

Relocating and moving offices comes with a raft of expense and issues which interrupts the daily workflow and output. Being confident that your team can communicate with your customers and stakeholders is a key consideration.

You can check out a previous blog of ours where we look at a few of our client case studies where 4G broadband was absolutely the best choice.

To see if 4G broadband would solve your Wi-Fi woes, get in touch with us today to arrange your mobile phone coverage survey. Let’s see if 4G broadband is the answer you’ve been searching for!

 

 

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