Remote users on Chrome app on SKY Home Broadband

[alanscully123]

We have many users who are using the chrome app on chrome books who are having issues (all up to date 3cx and chrome, there are around 300 users but only 80 connected at any one time with around 5 lines in use. Most are fine but seem that most issues are on sky routers of around 10 people. The voice out is perfect but incoming voice is darlarky. Wandering if any others are experiencing this. If you record the calls both sides are clear even when they have said it isnt to the user. This is on both internal and external. Tried different codecs too,

If they use zoom or any other VoIP system, they seem fine.

 

[jwpfl]

We've been experiencing the same issue for at least the past week, Chrome web app/desktop app (latest version) on Windows 10 Pro clients. Issue is only affecting remote workers with Sky broadband as far as we're aware. I believe we've ruled out the 3CX instance and server/infrastructure by migrating 3CX to a new host and changing the SIP trunk provider with no improvement (both planned works by our provider, but brought forward). Issue isn't observed when affected users work from the office. Issue also isn't present when tethering the laptop to a mobile and using 4G. Seems to be more prevalent when connected via network cable (vs wifi) for me, but this isn't necessarily the experience of other users. I also found the issue (robotic inaudible voice) isn't present on recordings, nor are any issues noted with the network at either end whilst running a network analyser during the call. I'm testing by calling one of our digital receptionists (internal) but the problem exists on both internal and external calls. Tried disabling SIP ALG on the router which made no difference.

 

[alanscully123]

We've been experiencing the same issue for at least the past week, Chrome web app/desktop app (latest version) on Windows 10 Pro clients. Issue is only affecting remote workers with Sky broadband as far as we're aware. I believe we've ruled out the 3CX instance and server/infrastructure by migrating 3CX to a new host and changing the SIP trunk provider with no improvement (both planned works by our provider, but brought forward). Issue isn't observed when affected users work from the office. Issue also isn't present when tethering the laptop to a mobile and using 4G. Seems to be more prevalent when connected via network cable (vs wifi) for me, but this isn't necessarily the experience of other users. I also found the issue (robotic inaudible voice) isn't present on recordings, nor are any issues noted with the network at either end whilst running a network analyser during the call. I'm testing by calling one of our digital receptionists (internal) but the problem exists on both internal and external calls. Tried disabling SIP ALG on the router which made no difference.

This ois exactly where I am. I have also tried everything you have done to no avail and has also been in the last few weeks also and they were all fine before this date.

@ 3cx support this must be an issue with an update Please can 3cx Investigate this as it must be due to a change / Update. I can help provide any information. Also, if they use a Mobile app or windows app, it improves things, but most are using chrome books so can't do the latter. plus, they use SMS, so the app is no good for this. Pleased can you help as this can't be just us but not realised the sky is the issue. Everyone on sky is having issues all others are not. it's that clear to us as I have no other open tickets on this site of 300 users unless they are on sky. They are now starting to complain to management.