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!
Welcome to the Rogers Community Forums.
Personally, I don't use Facetime, I'm a bit too camera shy for it ...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:
I look forward to hearing back from you! As always, Community feel free to chime in with any suggestions or input.
Thank you for your assistance RogersCilio:
Kanata, Ontario area + Hitron CGN3 modem.
I don't know if this information is relevant.
This menu displays general information of the device
|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 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|
|Port ID||Frequency (MHz)||Modulation||Signal strength (dBmV)||Signal noise ratio (dB)||Channel ID|
|Port ID||Frequency (MHz)||BandWidth||Modulation Type||Signal Strength (dBmV)||Channel ID|
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.
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 18.104.22.168 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:
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.
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: