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don-blanding avatar image
don-blanding asked ·

Europe connection issues

This is our 4th trip to Europe in as many years. I have RingCentral desktop app and the app on my Android phone from the US.  The past 3 years I have had no issues. This year the connection has been sporadic. I've been in a dozen places so far with varying degrees of reliability. The internet speeds have been good. Are there any suggestions that might get the desktop app to perform better?
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nicki barnett answered ·
This is interesting as we are in the UK and we always have sporadic issues with coverage, even when connected to a brilliant (brand new) internet connection... RC seem to not be able to diagnose our issues at all and put the blame at a users device or the wifi strength... But what I never understand is how someone can make 20 calls and they are great, then make 5 which are terrible... In my mind, if the problem was device specific then they should have lots of issues all the time... 
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Hey NB,

Based on the limited info, what you described could be stemming from a Network or ISP hiccup. The former can be looked into and set up to avoid issues, the latter we don't have any control over
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we have had your UK engineers visit our site and have said our network is strong and shouldnt have any issues, we also paid an 3rd party external company to check the office network and they said it was also excellent, RC signed this off also... 
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Hmmm...I'm assuming your User's are making calls through the desktop app on their computer, correct? Have you checked to see if they have any firewalls set up on their PC? The best thing to do when they experience the issue is to get the Call Sample and open a case immediately so that it can get looked at by our higher Support Tiers. Also, have them run a traceroute and include that information - this can tell you if it's ISP related.
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saadetswift16514 answered ·
Hey Don,

Could you provide us with more details? Are you using WiFi? Are you always connected to the same network each time or are you using a public network at varying locations?
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don-blanding answered ·
Yes, I'm always on wifi and connecting to different networks as we're traveling around Europe - we are about half way into 9 weeks - London, France, Italy and Greece. I'm never on a public wifi, always private and pretty much always on hotel or apartment wifi. Download speeds have been 5 mbps or more with upload speeds of at least .75 mbps (although typically 3 mbps plus), which in the past has always been sufficient. Currently, I'm on 26 down and 3 up - yesterdays calls were breaking up bad. Just made a call this morning and it was fine.

The same computer the last 2 years throughout London, Amsterdam, Spain, Portugal and France were fine with the same range of download and upload speeds.
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Hey Don,

So, your experience on different WiFi networks can vary, unfortunately...for instance, if you're in a hotel you are sharing that WiFi with many people (hundreds potentially) and they're all doing different things that can hog the bandwidth (streaming videos, listening to music, also making VoIP calls, etc.) Plus, the networks may not be set up to tailor to VoIP services. Personally, anytime I've had upload and download speeds like that, just on my home network, it doesn't quite seem to be enough for even streaming, let alone a VoIP call :/
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