Skype issue

[GTP]

Have a HP i5-ba803AU laptop with Windows 10 Home 1709. Its got an AMD A6 7310 APU, 16 GB Ram and 500GB Samsung SSD.
Its used for Skype calls mainly with some internet surfing and "Googling" but little else.
Nothing is stored on the unit. No documents, no pictures, no videos, etc.

It has an issue where the the sound from Skype is broken and distorted. Its difficult to catch what the other party are saying as it "crackly" like an old radio.
What I've tried:

N & P. Complete fresh install. Nothing on the damned thing so why not!
Reinstall Skype for Desktop. Downloaded Installer from www.skype.com/en
Updated the AMD Audio Drivers to current with AMD's Update Tool.
Updated the Realtek Audio Drivers from HP Website.
Made sure all Windows updates are applied to current.
Disabled Emsisoft Antimalware temporarily to test.

Checked all audio settings in Skype. Microphone working correctly. (Other parties hear us clear, crisp and clean)
Set the Laptop volume to 50% and get the same crackle just at lower volume.
Set the slider in Skype settings for "Output Device" Realtek HD Audio Device to halfway.
Tried disableing AMD Audio Driver in Device Manager, (Realtek enabled) no sound at all.
Tried disabling Realtek Audio Driver in Device Manager, (AMD Audio enabled) no sound at all.
Plugged in my Senheiser HD 600 headphones and get the same crackling.
Paired my Philips Bluetooth Headphones and still get the crackling.

Playing any music from USB, locally or from Youtube on the computer is clear and audible, with no crackling whatsoever; even with the laptop volume at 99%. (Sounds crappy on the built in speakers but still no crackling from built in speakers or Headphones!)

Why me?

 

[Krynn72]

This is going to be a network ( or quality of service) issue. First step, connect 'em via ethernet and see if it improves.

 

[Markverhyden]

This is going to be a network ( or quality of service) issue. First step, connect 'em via ethernet and see if it improves.

Beat me too it. I'd be looking that QoS as well. Wired vs wireless? Were the symptoms confirmed at your location. before and/or after the N&P? Have you tried using your Skype to one of the customers Skype contacts? Have you tried using the customer machine to your machine?

 

[GTP]

This is going to be a network ( or quality of service) issue. First step, connect 'em via ethernet and see if it improves.

Beat me too it. I'd be looking that QoS as well. Wired vs wireless? Were the symptoms confirmed at your location. before and/or after the N&P? Have you tried using your Skype to one of the customers Skype contacts? Have you tried using the customer machine to your machine?

Thanks for the replies, guys...
Already tried all of that.
Connected via ethernet and wifi to my network (30/5 mbps) and makes no difference.
Client has an Optus 4G Wifi Dongle that she uses. She has no "in home" internet service like a fixed modem or wireless etc.
Worked perfectly on this dongle previously (apparently)
Also her son (who lives across the road from me) has a Vivid Wireless 4G Home connection ( I think its 75/15 Mbps? not sure) that I tried it on for the same result.
His connection is able to stream HD Netflix movies to bedroom and loungeroom simultaneously without buffering or breaks, so I would assume that should be fast enough for Skype?
I have clients that use Skype without issue on 2~3Mpbs/256Kbps connections.
Trying to try to convince her to try Jitsi or Pigeon because they both work fine on test accounts I created.

 

[Krynn72]

Thanks for the replies, guys...
Already tried all of that.
Connected via ethernet and wifi to my network (30/5 mbps) and makes no difference.
Client has an Optus 4G Wifi Dongle that she uses. She has no "in home" internet service like a fixed modem or wireless etc.
Worked perfectly on this dongle previously (apparently)
Also her son (who lives across the road from me) has a Vivid Wireless 4G Home connection ( I think its 75/15 Mbps? not sure) that I tried it on for the same result.
His connection is able to stream HD Netflix movies to bedroom and loungeroom simultaneously without buffering or breaks, so I would assume that should be fast enough for Skype?
I have clients that use Skype without issue on 2~3Mpbs/256Kbps connections.
Trying to try to convince her to try Jitsi or Pigeon because they both work fine on test accounts I created.

Like I mentioned, it likely has to do with QoS (Quality of Service). Most times I've encountered this issue, it was because the voice traffic through the network was not prioritized and thus gets pushed around by other traffic. If she's using 4G hotspots for her internet, she may be **** out of luck as A) those are usually crappy to begin with and B) you're at the mercy of the service provider for any network settings. Plus the non-business version of Skype uses Peer-to-Peer routing, so a bad internet connection/QoS issues on the recipient's end could be the cause. Have you tried calling multiple different users on different networks?

One other thing is you could try installing Skype from the Windows Store. Thats its own separate application and maybe it will yield different results?

 

[GTP]

One other thing is you could try installing Skype from the Windows Store. Thats its own separate application and maybe it will yield different results?

Good idea, I'll try that.

If she's using 4G hotspots for her internet, she may be **** out of luck as A) those are usually crappy to begin with and B

No, not a "hotspot." Its a 4G WiFi Dongle. They are quite popular here and use the Mobile Phone Network for access.
Being 4G it is quite a fast connection. Also keep in mind it worked perfectly till now.

 

[Umbra]

Skype metro app or classic software?

 

[GTP]

Thanks @Krynn72 your a winner!
Removed the Skype program and used the Skype App from the Store and it works perfectly.
Client wasn't too happy about the interface change but it's less of a UI shock than Jitsi or Pigeon!

 

[Umbra]

Thanks @Krynn72 your a winner!
Removed the Skype program and used the Skype App from the Store and it works perfectly.

i guessed it was it too.
Not saying the app version is safer (security-wise)