Teams issues

If you are having trouble with Teams, please be aware that the issue might not be caused by anything at your end and if this is the case, nothing can be done at your end to resolve it.

Logging into Teams

Make sure you are logging onto Teams with your Teams username and password. A Teams username may look like an email address but you are actually using your email address as a log onto Teams – not read your email. Your Team’s password will almost certainly be different from your email password.

Double check your Teams username and password with the person who configured with it.

If you can at all, you should use a wired connection from your device to your router as it is far more predictable and less bandwidth overhead.

Dealing with Teams disconnections / drop outs

Disconnections / drop outs are still common and may be difficult to diagnose, but if you can find patterns to the drop outs you may be able to help identify the source of the issue.

They may be caused by your equipment, another person in the meeting or the internet connection between you and them.

If you are using the Teams desktop or mobile app, try using the web version of Teams which can be found here.

Check the status of Microsoft 365 here. This is the official Microsoft Twitter account for any known service incidents. You can also check the Microsoft cloud health here.

When Teams disconnects, you will need to re connect the Teams session and proceed.

If there are 3 or more people, check who all gets disconnected. If only 1 member gets disconnected, it would suggest that the issue is at their end.

Check your internet speed, and make sure it at least 10Mb up and down for a teams meeting. Your ping should be under 50. Ideally, double that for a more stable connection, particularly if there are other internet users on your network.

If your FTTP internet is provided by Megganet, you should check your speed here. Our server will record the results for future diagnostics so we can spot patterns in your internet service. If your internet is not provided by Megganet use this speedtester here.

Try to use a wired internet connection (an network cable between your computer and the internet router) if you can. It will be more stable, lower pings and faster the an Wi-Fi.

If you must use a Wi-Fi internet connection, make sure that you are the only person using it on your premises. Make sure there are no Wi-Fi devices in close proximity to the router or your Wi-Fi device as they may be causing interference. Also, make sure you have a strong Wi-Fi signal.

What can Megganet do to help?

First we will ask you to restart your computer, router, wireless access points, hubs, switches and any other equipment connected to your network.

Try to spot any patterns to the Teams disconnections – any information you can gather may help spot the source of the issue.

Remotely – First we check your internet connection. Then we check your computer for faults. Then we check your computer for bugs and viruses etc. We can uninstall and re-install Teams as recommended by Microsoft).

Locally – If you schedule a callout, we can check your equipment, check for stray Wi-Fi interference, poor connections, excess latency etc. We will check the firmware in any device between your computer and the internet.

Ultimately, when you get disconnected, simply re connect and continue. Record the circumstances of the disconnection and retain as this information may be helpful to diagnose your system in case the fault is local to your premises.