WhatsApp and MS Teams voice calls not working over WiFi

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YMike
YMike Posts: 3 image  Freshman Member
First Comment Friend Collector
in Wireless

My issue is that if I use WiFi I'm unable to use WhatsApp for Calls as although the call connects you can't talk. You can hear the other person speak but they can't hear you.Also when using Microsoft Teams unable to use video at all and voice is the same as WhatsApp where you can hear but they can't hear you.

Home network configuration is a TP-Link SG2428LP and Zyxel NWA50BE and NWA50BE PRO APs.

The APs are running firmware V7.30(ACPB.4) and the TP-Link is on firmware1.0.18 Build 20260310 Rel.10715. The ISP is Sky and their 1GB broadband. The phones are iPhones of various models 13-17 and all exhibit the same problem. Laptops are running Windows 11.

Worth noting that if I enable WiFi on the Sky router (by passing TP-Link and APs) then WhatsApp and Teams work ok.

I have tried various configs on the APs and have enabled IGMP v3 snooping on the TP-Link followed this community link advice fro the Zyxel APs nothing seems to resolve the problem.

https://community.zyxel.com/en/discussion/30054/intermittent-wifi-drops-on-zyxel-access-point-need-stable-solution

Anyone have suggestions I can try to resolve the issue.

All Replies

  • SanT
    SanT Posts: 2 image  Freshman Member
    First Comment

    Remove the TP-Link and connect the AP directly to the Sky Box, if the calls work buy a Flex 100H and dispose of the china crap 😁

  • Zyxel_Tina
    Zyxel_Tina Posts: 809 image  Zyxel Employee
    Zyxel Certified Network Administrator - Security Zyxel Certified Network Administrator - Switch 100 Answers 500 Comments
    edited May 8

    Hi @YMike,

    Welcome to the Zyxel Community!

    To further isolate the issue, could you please perform an additional test by bypassing the TP-Link switch and connecting the router directly to the AP?

    This test will help identify the issue:

    • If WhatsApp and MS Teams voice calls work normally after bypassing the switch, it may indicate that certain switch settings or features are affecting or blocking the voice traffic. In that case, we would recommend focusing on switch-side troubleshooting.
    • If the issue still persists even after bypassing the switch, please help provide the following information for further investigation:
      • Is the AP running in standalone mode or Nebula cloud mode?
      • Network topology (How are they connected to each other?)
      • APs configuration file

    This information will help us better understand the deployment scenario and provide more accurate suggestions.

    Zyxel Tina

  • YMike
    YMike Posts: 3 image  Freshman Member
    First Comment Friend Collector

    Further update on this issue is on the Sky SR03 router I have disabled SIP ALG and H.323 ALG and this has seemed to resolve the WhatsApp voice issues (at least on the limited testing I have done so far). However the Windows laptop still has intermittent problems with Teams. It seems that if the call is initiated as out going from my environment then it seems to work for voice and video (further testing needed). But if incoming then seems to still have the same issue where you can hear them but not you.

    The APs are Nebula Cloud managed.

    APs network topology is each connected to their own switch port (POE) on the same SSID

    Unable to download the AP config file as link provided didn't match the UI on the AP. If you go to maintenance → file manager. The only option is firmware package or shell script.

  • Zyxel_Tina
    Zyxel_Tina Posts: 809 image  Zyxel Employee
    Zyxel Certified Network Administrator - Security Zyxel Certified Network Administrator - Switch 100 Answers 500 Comments

    Hi @YMike,

    Thank you for the update and the additional testing.

    Based on your findings so far, especially:

    • Teams and WhatsApp working correctly when using the Sky router WiFi directly
    • WhatsApp improving after disabling SIP ALG and H.323 ALG on the Sky SR03 router

    we would like to further isolate whether the issue is related to the wireless path itself or the upstream network.

    Could you temporarily connect the Windows laptop directly to the TP-Link via Ethernet (bypassing the AP) and verify whether the Teams audio issue still occurs?

    • If the issue still occurs while connected via Ethernet, this would suggest the behavior may be related to the upstream network, rather than the wireless connection.
    • If the issue only occurs when using Wi‑Fi through the AP, we will need to investigate the wireless path further and perform remote packet capture. In that case, please let us know convenient times for a remote session (which weekdays, Monday to Friday, and approximate time slots).

    Zyxel Tina

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