# Video call breaks up while using a VPN

A call can suffer from uneven delivery even when a speed test looks impressive. Name the symptom: delayed audio, missing sound, frozen video or a complete disconnect.

Website: https://zenshield.com/help/vpn-video-calls

Canonical URL: https://zenshield.com/help/vpn-video-calls

Page reviewed: 2026-09-09

A call can suffer from uneven delivery even when a speed test looks impressive. Focus on the call’s actual symptoms and keep the meeting account and application unchanged during a comparison.

## Work through the checks

1. Name the symptom: delayed audio, missing sound, frozen video or a complete disconnect. Record whether other participants noticed the same thing.
2. Pause optional transfers you control and close unnecessary video streams. Keep the rest of the setup consistent.
3. Use a test call or a nonessential session to compare the connection with and without the VPN. Avoid interrupting a live meeting to experiment.
4. If the calling app provides connection statistics, save the relevant result and measurement period. Do not share private meeting content.
5. If the problem repeats only with the VPN, record the selected app connection option and ask support about that calling service.

## Read the result

| What you observe | Next step |
| --- | --- |
| The call breaks up in both states | Investigate the underlying network or calling service. |
| Only outgoing video struggles | Record the upload-related symptom and other transfers. |
| Only one participant has trouble | Compare observations before assuming the whole meeting network failed. |

## Make the comparison useful

A useful note is: “In a two-minute test call, outgoing audio paused three times while VPN was connected and did not pause in the next test without it.” Repeat before making a general performance claim; other conditions can change between calls.

## Before changing more settings

Reducing video quality in the calling app may reduce the task’s demand, but it does not diagnose the cause. Follow employer requirements for work calls and do not replace an approved organizational VPN with a consumer app.

Use the [support-request template](https://zenshield.com/help/report-a-problem) if you need to send the result. The [reference guidance](https://help.ea.com/en/articles/ea-sports-fc/connection-quality/) explains the underlying network or platform behavior; exact Zenshield controls depend on the installed app version.

## Sources
- https://help.ea.com/en/articles/ea-sports-fc/connection-quality/