WRX560: Video Calls Stutter While Everything Else Is Fine
Video Calls Stutter While Everything Else Is Fine on the WRX560: what we found on our own £259 unit, the checks that resolve it, and when it is a warranty case rather than a setting. Downloads and str...
Maya Okonkwo
What you are seeing
WRX560, standard Wi-Fi 6 dual-band. Video Calls Stutter While Everything Else Is Fine is the fault being chased here, on a unit bought and tested rather than loaned. It is genuinely good at sRM is the best router software anyone ships, full stop, and the thing that repeatedly cost it marks was synology updates are thorough but infrequent.
Downloads and streaming are unaffected, but calls freeze and audio breaks up, usually at predictable times of day. That is the behaviour; what follows is how it tends to present on this particular Synology, and what to rule out first.
Before you start: Work through these in order. The first two resolve the majority of cases and neither risks your data.
Check these first
| Check | Why it matters |
|---|---|
| Is it reproducible? | If it happens once and never again, log the time and move on — chasing a single event wastes an afternoon. |
| Has anything changed? | A firmware update, a new app, a new accessory. The cause is almost always the most recent change. |
| Does it happen on a fresh restart? | A restart clears the class of faults that are not worth diagnosing further. |
| Is it under warranty? | The Synology warranty makes some of the steps below unnecessary — check before you start pulling things apart. |
Working through it
- Test during a quiet period to establish whether the problem is congestion or constant.
- Check upload speed specifically, since calls depend on it and most connections have far less than they do down.
- Run a jitter and packet-loss test rather than a speed test — a fast line with high jitter breaks calls.
- Enable QoS and prioritise the calling device, if the router supports per-device rules.
- Move the calling device to 5GHz and as close to the router as practical.
- Look for a backup or sync job saturating the upload at the same time each day.
If none of that worked
Consistent packet loss on a wired connection points to the line or the provider, and the loss figures are the evidence to submit.
Preventing a repeat
Schedule backups and large syncs outside working hours; upload saturation is the usual cause.
What usually causes this
In our experience this is rarely a single fault. The common pattern is an accumulation: a background process that was fine on its own, a setting changed months ago, and — on the WRX560 specifically — wi-Fi 6 only, with no 6GHz band, which narrows the margin before anything else goes wrong. That is why the steps above start with the cheap reversible checks: on a Synology device the expensive diagnosis is almost never the one you needed.
Things to avoid
- Do not change several settings at once — you will fix it without ever learning what caused it, and it will come back
- Do not install a third-party "optimiser" — on modern hardware these do nothing the operating system is not already doing
- Do not factory reset before backing up, and do not restore that backup immediately afterwards; if the cause is in the backup you have simply reinstalled it
- Do not leave it on charge overnight as a workaround for wi-Fi 6 only, with no 6GHz band — it treats the symptom and shortens the life of the cell
- Do not open the case while it is under Synology warranty; that is the one step you cannot undo
When it is a hardware fault
If the behaviour persists after a factory reset, it is worth raising with Synology under warranty rather than working around it. Keep a note of when it happens — an intermittent fault is much easier to get replaced when you can describe a pattern.
Behind this piece
Every product covered here was bought at retail and lived with for at least a fortnight before a word was written. Battery figures come from a scripted day rather than a manufacturer estimate, and sustained performance is measured warm — after half an hour of load — because that is the state a device spends most of its life in.
Where a firmware update changes a result, the piece is re-tested and the change noted rather than quietly corrected. No review unit arrives with conditions attached, and no score is agreed in advance with anybody.
Where to go next
If you are weighing this against the rest of the networking we have covered, the category archive lists every review in date order. The closest comparisons we have published are WRX560: Wi-Fi Drops on One Room Only and WRX560: Wired Devices Are Slower Than Wireless Ones.
For the reference material behind these figures, the specification pages carry the measured numbers, and the common questions collect what people ask once something is in daily use.
