End of my tether- ongoing audio issues

[swecri]

We pay for our son to have Maths and English lessons online every day. Sporadically, the sound both ways drops out. His tutor and we can't hear any sound- we still have video, no sound. We have tried changing laptops, switching zoom accounts, checked the connection, sat him nearer the modem and both myself and my husband have been able to successfully complete other Zoom meetings with no issues- and his Tutor who runs a successful tuition business online states that only happens during the calls he makes to our son. 

Appreciate any advice or suggestions?!

TIA

[Rupert]

Hi @swecri 

I have a few questions to narrow this down...

Is your son using an external headset or external speaker - or just using the computer's built-in speakers and microphone?

When the sound drops out, does it recover? Or do you have to do something to get it back - like restart?

Can you provide some measure of "Sporadically". like once a lesson, every few minutes...?

Is your son using a Windows PC, or Apple computer?

Is the laptop always plugged in to power?

Would you be able to try a wired network connection to your modem/router, rather than WiFi?