Why are my Facetime video sessions "choppy"

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lmoleger
I've Been Here Awhile
Posts: 4

Why are my Facetime video sessions "choppy"

Why are my Facetime video sessions very "choppy" to the point that I cannot use it?

 

Internet works fine. Speedtest seems within specs. iPhone/iPad have all the latest IOS updates. Have power cycle the router.

 

Don't know to to fix this issue!

 

 

***Edited Labels***

RogersCilio
Retired Moderator
Retired Moderator
Posts: 390

Re: Why are my Facetime video sessions "choppy"

Hello @lmoleger,

 

Welcome to the Rogers Community Forums.

 

Personally, I don't use Facetime, I'm a bit too camera shy for it Robot tongue...but I totally understand how great of an app it is and understand how annoying it must be to deal with choppy video quality!

 

If you can answer a few questions, so we can better assess your problem:

 

  1.  Are you able to replicate this when connected on your data or another internet source?
  2.  Does it occur with a particular contact or it makes no difference who it's with?
  3.  Has there been any recent changes that come to mind, in terms of your internet service?
  4.  Do you have any applications/programs which utilize upload, such as p2p software, running in the  background when attempting to FT?

I look forward to hearing back from you! As always, Community feel free to chime in with any suggestions or input.

 

Regards,

RogersCilio

lmoleger
I've Been Here Awhile
Posts: 4

Re: Why are my Facetime video sessions "choppy"

Thank you for your assistance RogersCilio:

 

  1.  Are you able to replicate this when connected on your data or another internet source?
    1. In all cases my Facetime sessions are with Family members while I am at home and this issue occurs with any family member (as a side I am within 15 feet of the router). On rare occasions (months ago) I was away from home and Facetimed a family member using another wifi source with no issues. If I turn OFF wifi on my iPhone I can Facetime the same family members with no issues.
  2.  Does it occur with a particular contact or it makes no difference who it's with?
    1. Happens with all my family members (3 different destinations).
  3.  Has there been any recent changes that come to mind, in terms of your internet service?
    1. Not to my knowledge.
  4.  Do you have any applications/programs which utilize upload, such as p2p software, running in the  background when attempting to FT?
    1. No applications/programs running in the background that could be using internet bandwidth. Only the wife and I at home so internet usage is minimal.

Regards...Luc

Gdkitty
Resident Expert
Resident Expert
Posts: 14,288

Re: Why are my Facetime video sessions "choppy"

My wife facetimes almost every other day with my uncle, without issues..

May need more info..
Location - in case its one area vs another?
Modem - which modem do you have?



lmoleger
I've Been Here Awhile
Posts: 4

Re: Why are my Facetime video sessions "choppy"

Kanata, Ontario area + Hitron CGN3 modem.

 

 I don't know if this information is relevant.

System information

This menu displays general information of the device

 

HW Version 1A
SW Version 4.2.4.11
Serial Number  
RF MAC  
System Time Tue, 06 Mar 2018 15:20:05
Time Zone UTC+00:00 Greenwich Mean Time: Dublin, London, Lisbon
LAN Up Time 005 days 16h:02m:37s
WAN IP  
WAN Receiving 19.94G Bytes
WAN Sending 1.25G Bytes
Private LAN IP Address 192.168.0.1/24
LAN Receiving 1.37G Bytes
LAN Sending 20.14G Bytes
WAN Up Time 005 days 16h:00m:46s

 

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Signal noise ratio (dB) Channel ID
1 597000000 256QAM 0.000 38.983 8
2 579000000 256QAM -0.200 38.983 5
3 585000000 256QAM 0.000 38.983 6
4 591000000 256QAM 0.300 38.605 7
5 303000000 256QAM 2.600 38.605 1
6 603000000 256QAM -0.400 40.366 9
7 609000000 256QAM -0.300 38.983 10
8 615000000 256QAM -0.500 40.366 11
9 621000000 256QAM -0.800 40.946 12
10 633000000 256QAM -0.200 38.983 13
11 639000000 256QAM 0.000 40.366 14
12 645000000 256QAM -0.900 38.983 15
13 651000000 256QAM 0.000 40.366 16
14 657000000 256QAM -0.200 38.605 17
15 663000000 256QAM -0.800 38.983 18
16 669000000 256QAM -1.200 38.605 19
17 675000000 256QAM -1.100 38.983 20
18 681000000 256QAM -1.500 38.983 21
19 687000000 256QAM -0.400 38.983 22
20 693000000 256QAM -0.300 38.983 23
21 699000000 256QAM -0.400 38.983 24
22 705000000 256QAM -0.700 38.605 25
23 711000000 256QAM -0.600 38.983 26
24 717000000 256QAM -0.500 38.983 27
Upstream Overview
Port ID Frequency (MHz) BandWidth Modulation Type Signal Strength (dBmV) Channel ID
1 23700000 6400000 ATDMA 33.500 2
2 38596000 3200000 ATDMA 35.000 3
3 30596000 6400000 ATDMA 33.750 1
Gdkitty
Resident Expert
Resident Expert
Posts: 14,288

Re: Why are my Facetime video sessions "choppy"

Signal looks decent enough..

So your out near ottawa..

I am wondering if its a routing issue, so to speak.
(either from rogers end or apple).
That you might be connecting to a different server due to being there, say vs where I am more central ontario.
Either by rogers routing for that area.. 
Or by apple.. that they are likely using something like a CDN and your connecting to the 'closest' server, which might be different from here.



lmoleger
I've Been Here Awhile
Posts: 4

Re: Why are my Facetime video sessions "choppy"

Any suggestions on the next steps?

Datalink
Resident Expert
Resident Expert
Posts: 7,132

Re: Why are my Facetime video sessions "choppy"

Swap the modem for a CGNM-3552, or CGNCACSMR, or possibly a CODA-4582 if you're on an unlimited plan.  You have an original CGN3, which is an Intel Puma 6 modem.  That modem suffers from latency thru the modem for all protocols for both IPV4 and IPV6 which might explain the choppy Facetime problem.  It does support IPV6 but requires a factory reset to do so, if you haven't already done that.  If you are already running IPV6, then ignore the factory reset.  

 

Your current firmware version is 4.2.4.11 which is not listed on the release notes list, so, there may have been some updates to resolve the latency thru the modem, but, from what you're describing, its possible that there haven't been any updates for the latency issue.  The CGN3xxxx modems are not running on a universal firmware build.  Here's the release notes for the various modems.  The CGN3 is at the bottom of the list:

 

http://communityforums.rogers.com/t5/Internet/FEEDBACK-Rogers-Rocket-Wi-Fi-Modem-Firmware-Trial/m-p/...

 

Take a look at my comments regarding the Intel Puma 6 modems in the following thread which I posted a few minutes ago.  That will provide a better explanation of the latency issue. 

 

http://communityforums.rogers.com/t5/Internet/Modem-advice-CGN3-vs-CODA-4582-if-not-using-gateway-mo...

 

A couple of other points.  Your upstream signal levels are low for some reason.  With that modem, the normal upstream range is usually in the 36 to 40 dBmV range.  So, that affects the upstream signal levels and signal to noise ratios as measured at the CMTS. The downstream signal levels and signal to noise ratios look ok, so, its a little unusual to see the upstream levels running low.  Fwiw, you can call tech support and ask the CSR to run a signal check on the modem, just to see if it passes or not. 

 

Next issue that comes to mind, I'm assuming that you're using wifi?  Please let me know if I'm wrong.  If so, can you have a look at the following post, specifically at the wifi settings and the wifi environment monitoring to see if there are any changes that can be made to improve the wifi performance.  I would load both Acrylic and inSSIDer on a laptop.  Acrylic is 802.11ac compatible, while the linked version of inSSIDer isn't quite there.  Thats also the last freebie version of inSSIDer before is became a licenced application:

 

http://communityforums.rogers.com/t5/Internet/slow-wifi/m-p/399949#M47222