Internet & modems

Internet is fine generally but slow or choppy during video calls

Video calls are especially sensitive to fluctuations in upload speed and latency, so a connection that feels fine for browsing and streaming can still struggle specifically with video calls, often due to competing upload traffic or Wi-Fi instability.

Difficulty
Easy
Time
10–15 minutes
DIY cost
$0
Pro cost
$0

Symptoms

  • Video freezes, pixelates, or audio cuts out during calls specifically
  • Browsing and streaming feel normal outside of video calls
  • Problem is worse when multiple people in the house are on calls or uploading at once
  • Switching to audio-only or turning off video improves call quality

Likely causes

  • CommonLimited upload bandwidth being used by video calls competing with other activityVideo calls need consistent upload speed, which is usually much lower than download speed on most home plans and can be easily saturated.
  • CommonWi-Fi instability specifically affecting the real-time nature of video callsMinor Wi-Fi hiccups that wouldn't be noticeable for browsing can cause visible or audible glitches during a live call.
  • PossibleOther household members streaming, gaming, or uploading during the same callSimultaneous heavy usage elsewhere in the house competes directly with the call's bandwidth needs.
  • PossibleVideo call software set to a higher quality/resolution than your connection comfortably supportsSome apps default to higher video quality that can be reduced without much noticeable loss for typical calls.

What to do

  1. Connect the device making the call to Ethernet if possible, since this removes Wi-Fi variability from the equation.
  2. Ask other household members to pause large uploads, downloads, or 4K streaming during important calls.
  3. Lower the video quality setting in the call software if available, since this reduces the bandwidth and processing demand.
  4. Move closer to the router if using Wi-Fi, or check the signal strength shown by the device.
  5. Close unnecessary browser tabs and applications on the calling device, since some also use background bandwidth (like sync or update checks).
  6. Enable Quality of Service (QoS) on the router and prioritize the calling device if that feature is available.
  7. If calls are consistently poor even with these steps and minimal other network activity, this may point to your plan's upload speed being genuinely insufficient for your household's video call needs, worth discussing with your ISP about an upgrade.

Tools and parts

  • Ethernet cable (optional)

When to call a pro

If a wired connection with no competing traffic still produces poor call quality, contact your ISP about your plan's upload speed, since it may not be sufficient for regular video conferencing.

Safety

Generally low risk

Generally low risk for a careful person. Stop if anything looks different from what this guide describes.

Related guides

Operator provides AI-generated troubleshooting information. It can be wrong. For safety-critical, electrical, gas, structural, medical, automotive safety, or other high-risk problems, consult a qualified professional.