Question: Q: Choppy Facetime Video Chat
Tonight (5/24) while on a Facetime call with my mother, she was experiencing a problem on her end with audio/video quality. I'm hoping someone can help me troubleshoot if the problem is on her end or mine.
For the record, we're both on iPad 2 WiFi running iOS 7.1.1. My speedtest was running at 15mbps down and 5mbps up. Not sure about hers.
Now for the problem. I could see and hear her perfectly on my end. Clear with no glitches whatsoever. But she kept telling me I was "choppy" and/or breaking up on her end. Pixelized video and random in-and-out audio with dramatic pauses. I had her delete and/or close out a few memory hogging apps (slot machines or some-such I think) she wasn't using. I also had her do a reboot, and I did one as well. We tried again, same issue. Perfect on my end, glitchy on hers.
We eventually gave up and switched over to Google Hangouts just to get through the night. It worked fine, but we don't like the oerall quality of Hangouts and would really like Facetime to work properly again.
Any insight on solutions we could try to get back on track? Would either of us need to do a backup/restore session? Would that do anything? Could it be something else external that I'm not thinking of? Any help would be very much appreciated.
Also for the record, last night (5/23), I did a chat with my inlaws (both iPad 2 WiFi and iOS 7.1.1) with no problems at all. Perplexing.
Thanks in advance of the help! 🙂
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 22.214.171.124 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:
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