Polycom Firmware Issue: Drastic internet speed difference

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This conversation has been merged. Please reference the main conversation: Polycom Phone Firmware Update (VVX Model)

Polycom Firmware Issue: Drastic internet speed difference (direct connect to switch VS. switch-phone-PC)

Hello there,

I am with a small business and we have Ring Central and have had it for over a year now.

RingCentral Case # 04786865

So, this issue has only popped up about 2 weeks ago. I intially thought the issue was our Time Warner service because there was construction happening near our building on several lines. After that cleared up and we continued to have issues, I investigated further.

I must preface this with the fact that we have not had any issues of this sort until recently. The issue is that our phones cut out and the lines will display an "x" for approximately 10-20 seconds every few hours. There is also a delay in internet response on the PC connected to the phone during this time. The router we have in the office has been configured since the system was initially set up for the port triggers and forwards it needs, so there are no configuration issues.

This was verified by a RC tech support rep logging into my PC and checking the router settings.

After the initial problems with the phone cutting out for short, random periods of time I noticed that the internet response on my PC was rather slow in general. After I noticed this issue, I started running speed tests from different computers in the office to make sure this wasn't just an issue for me or my network card. We have 50MBps/5MBps cable internet service. Most of the time I run a speed test during heavy hours, we still are able to get between 35-45Mbps consistently. After this issue has occurred, I noticed the speed coming from my PC was extremely low. It finished the test and gave me 1.55Mbps/2.89Mbps. I then ran the test from our server, which is hooked directly to the router. The speeds were normal, in fact faster than the rated speed. (60Mbps/6Mbps).

I decided to unplug my phone and hook the Ethernet cable directly to my PC and perform the same test. I received similar speeds to the test run on the server. It is clear somehow the switch in the phone is causing a huge drop off in connection speed. I do not understand how.

The tech support rep suggested if the configuration wasn't working correctly I needed to purchase a new router. The speeds were fine prior to a couple of weeks ago, and I have run several speed tests from PC in the last few months and never reported any performance issues. The router we have is a Netgear R6100 and while it is a few years old, I have not noticed any other internet related issues (aside from the 2.4 wireless band cutting out about once a week).

Does anyone have any ideas or suggestions on why we are having such a hard time lately?


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Posted 4 years ago

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Mike, Official Rep

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Official Response
Yes.. they released the update last night and you can reboot your phones.  If you don't mind, can you reply back and let us know how it goes?  This should fix the bandwidth issue.