Microsoft Teams Support

Everyday Teams faults we fix

Audio and video

Most audio problems come down to Teams using the wrong device: the laptop speakers instead of the headset, or a docking station's audio instead of the USB headset. We check Teams' device settings, Windows sound settings and privacy settings for camera and microphone access, update headset firmware, and make sure Windows is not 'enhancing' audio in a way that causes echo. A black camera is often a privacy shutter, a camera claimed by another app, or a driver that needs reinstalling.

Sign-in loops and blank screens

The new Teams app stores its cache in the user's AppData packages folder. Clearing it, checking the work account in Windows 'Access work or school', and removing stale credentials in Credential Manager fixes most sign-in loops. If the problem affects everyone, we check Conditional Access policies and service health in the Microsoft 365 admin centre.

Notifications and performance

Missing notifications are usually Windows Focus settings or per-channel notification choices. Slow performance often points to an underpowered laptop, too many browser tabs or GPU acceleration issues.

Joining external meetings

When staff cannot join a client's Teams or Zoom meeting, the cause is often a browser blocking the camera, a meeting policy on the other side, or an old Teams client. We check both ends of the problem and leave staff with a simple routine that works.

Where Teams files actually live

Confusion about files is the biggest Teams complaint we hear. The rule is simple once explained:

• Files posted in a channel are stored in the Team's SharePoint site, in a folder named after the channel.
• Files shared in a chat are stored in the sender's OneDrive, in a folder called Microsoft Teams Chat Files, and shared with the people in the chat.
• Meeting recordings go to the organiser's OneDrive, or to the channel's SharePoint folder for channel meetings.

This matters when someone leaves: files they shared in chats live in their OneDrive and disappear when it is deleted. We advise keeping shared work in channels, and handle the move as part of leaver offboarding. For deeper file issues see SharePoint and OneDrive support.

Setting Teams up properly

Teams works best with a deliberate structure: a Team for each department or major client, a small number of channels per Team, and clear owners. We help you plan that, then set the policies behind it:

• Who can create Teams, so you do not end up with dozens of duplicates.
• Meeting policies: lobby settings, who can present, recording and transcription.
• Guest access, which lets outside people join a Team and see its files, versus external access, which lets you chat and call people in other organisations without adding them.
• Retention and expiry policies for unused Teams.

Since 2023 Microsoft has sold some Microsoft 365 suites with and without Teams, so we also check that each user's licence actually includes Teams before assuming it does.

Teams Phone and meeting rooms

Teams Phone turns Teams into a full business phone system with direct dial numbers, call queues and auto attendants. It connects to the phone network in one of three ways: Microsoft Calling Plans, Operator Connect through a third-party carrier, or Direct Routing through a session border controller. We explain the differences, help you choose, and set up call flows and voicemail. With the UK analogue network closing on 31 January 2027, many businesses are reviewing their phones anyway; see VoIP phone support.

We also set up Teams Rooms and simpler meeting room kit: a USB camera bar, speakerphone and a shared account, so meetings start with one click.

Cost

Ongoing Teams and Microsoft 365 helpdesk support is part of the Complete plan at £99 a month + VAT, which includes 3 hours of work each month. One-off Teams fixes are £45 an hour + VAT, with a 30-minute minimum and then 15-minute blocks. Teams Phone roll-outs and full Teams restructures are quoted. See support plans.

What it costs

Support plans from £25 a month + VAT, or £45 an hour + VAT for one-off fixes. Pick a plan if you want it looked after every month, or pay by the hour for a one-off job.

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