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hi, we recently received a new modem at work. Now my teams app calling will not work with camera and voice.
Managing sound and video settings during Teams meetings and calls for optimal communication
Hello
Is this on a company managed computer?
Are you the IT admin user for your work?
What do you mean by not working? Please describe the behavior and error message if it is present.
Yes I am an Admin. When a teams call is made, video is frozen and sometimes distorted. Audio, sounds like under water. Cuts in and out. If I log in to teams 365 through browser there are no issues
Test the Teams desktop app on a different network (hotspot from phone or home Wi-Fi).
If it becomes normal, your new modem or firewall config can be the cause.
I have done hotspot from my mobile and the teams app works perfectly. It also works perfectly if I log on to 365 and use teams through my browser
This means the issue is with the new modem/its configuration.
Web Teams is not relevant here. Business network set up can be complicated and it is out of supporting scope for this forum, but you can reference this article: https://learn.microsoft.com/en-us/microsoftteams/microsoft-teams-online-call-flows
Teams app needs TCP 80 and 443 plus UDP 3478 to 3481 for media and sharing. If UDP is blocked, Teams can fall back in ways that often sound awful.
On the modem or firewall, check for and temporarily disable features that commonly break real time media:
SIP ALG
“VoIP helper” features
Overly aggressive QoS rules
Any rule blocking outbound UDP 3478 to 3481
If you manage the network, also make sure Microsoft 365 endpoint access is not being forced through a VPN tunnel or SSL inspection for Teams media.