ChannelServe Optimises Wi-Fi for a Prominent Serviced Office Provider
When a Prominent Office in London began experiencing recurring Microsoft Teams and Zoom call drops, the issue seemed puzzling. The site had a high-capacity 1 Gbps symmetrical broadband connection with excellent latency, jitter, and zero packet loss. Yet staff reported unstable calls and inconsistent performance across the shared workspace.
To identify the root cause, ChannelServe was commissioned to carry out a detailed investigation. The findings revealed that the problem was not the broadband connection, but the way the wireless network had been configured and deployed.
Identifying the Real IssueComprehensive testing confirmed that the internet service itself was healthy:
Download speed: 933.98 Mbps
Upload speed: 937.90 Mbps
Latency: 2.24 ms
Jitter: 0.06 ms
Packet loss: 0 %
However, the Wi-Fi analysis exposed significant inefficiencies at the radio-frequency layer. Access points were operating at full transmit power on narrow 20 MHz channels and serving more than 30 clients each. The result was extremely high retry rates - up to 45–50 %, far above the recommended threshold of < 10 %.
Because of this congestion, airtime was being consumed by repeated retransmissions rather than real data, which explained the dropped video calls and erratic performance.
Root CausesThe technical review pinpointed four main causes:
Low AP density: Too few access points were responsible for very large areas, leading to oversubscription.
Excessive power levels: Running at full power created oversized cells, meaning devices could hear the access point but not each other - causing hidden-node collisions.
Narrow 20 MHz channel width: This restricted capacity and increased contention when many users were active.
Unbalanced client distribution: Without load-balancing or band-steering, devices clustered unevenly, overloading single radios.
Event logs confirmed there were no dynamic frequency changes or broadband faults, so the instability was entirely within the Wi-Fi design itself.
ChannelServe’s Optimisation StrategyChannelServe’s engineering team implemented a capacity-driven optimisation specifically tailored for high-density, real-time collaboration environments.
Key adjustments included:
Adding more access points operating at lower transmit power to reduce cell overlap.
Widening 5 GHz channels to 40 MHz to increase throughput.
Enabling band steering so clients preferentially used 5 GHz instead of 2.4 GHz.
Activating load balancing to prevent more than 30 devices attaching to any one access point.
Applying QoS (Quality of Service) rules prioritising Teams, Zoom, and Wi-Fi calling traffic.
Adjusting minimum basic rates to reduce “sticky” clients that remained connected to distant APs.
These configuration changes were designed to shift the network from a “coverage model” to a capacity model, ensuring that each access point handled a manageable number of simultaneous video sessions.
Before and AfterBefore optimisation:
Retry rate ≈ 45–50 %
Connected data rate ≈ 173 Mbps
Airtime utilisation ≈ 2.4 %
Frequent Teams and Zoom call drops
After optimisation:
Retry rate reduced to 9–12 %
Connected data rate increased to 400 Mbps
Airtime utilisation improved to 3.3 % +
Video calls stable and consistent
Importantly, lowering transmit power did not compromise coverage. Average signal strength remained around –23 dBm, demonstrating that intelligent tuning can improve reliability without increasing output power.
Verified ResultsThe post-optimisation audit demonstrated:
Metric | Before | After |
Retry Rate | 45–50 % | 9–12 % |
Connected Rate | 173 Mbps | 400 Mbps |
Effective Airtime Utilisation | 2.4 % | 3.3 % + |
Teams/Zoom Stability | Frequent drops | Stable and consistent |
These figures were recorded under identical test conditions - a 5 GB download with approximately 30 active clients per access point - providing a direct before-and-after comparison.
Outcome and ImpactFollowing ChannelServe’s optimisation, this Prominent Office reported a dramatic improvement in real-time collaboration performance. Teams and Zoom sessions became stable, jitter was eliminated and user experience improved across all shared spaces.
No broadband upgrade or hardware replacement was required; performance gains were achieved purely through precise engineering and configuration.
The project demonstrates a clear principle: in high-density environments, great Wi-Fi isn’t about adding bandwidth - it’s about designing for capacity, balance and intelligent airtime use.
Why Choose ChannelServe? - ChannelServe specialises in transforming enterprise and hospitality Wi-Fi from functional to exceptional.Our expertise in RF design, tuning and capacity planning ensures collaboration platforms like Teams and Zoom run flawlessly, even in dense environments.
ChannelServe - Optimising Connectivity for the Modern Workplace.
Get in touch:www.channelserve.co.uk | info@channelserve.co.uk | +44 0208 123 2566
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