Forum Discussion

robThom01's avatar
robThom01
Tuning in
3 months ago

Good broadband connection but Zoom unstable

I work at home and have a have the M250 broadband package. I often appear to have a good conenction, with high speeds of 90+mb/s when I do a speed test, however at exactly the same time my Zoom connection is terrible, with Zoom showing me messaging that my internet is unstable.

I believe that it is likely to be the same issue as reported in this post - https://community.virginmedia.com/t5/Networking-and-WiFi/Zoom-Connection-Unstable-1Gig/td-p/5420541

where my VM router needs to be replaced (I also have a HUB4).

Can someone contact me to arrange a technician visit and / or a replacement hub please.

  • Client62's avatar
    Client62
    Alessandro Volta
    3 months ago

    Seeing around 90Mb/s on an M250 connection reds like a defective Ethernet cable.

  • robThom01's avatar
    robThom01
    Tuning in
    3 months ago

    I use a mesh wifi, but in order to get a connection in my office (which is in the garden), I have an armoured cat6 network cable that runs from ther house (directly connected to a router) to a mesh point in my office.

  • robThom01's avatar
    robThom01
    Tuning in
    3 months ago

    Even if I remove the mesh point in my office, and connect my laptop using direct ethernet cable, then my broadband remains at around 90 mb/s. Testing the VM hub direct its telling me that my connection is around 260 Mb/s though. 

    Does that mean my armoured CAT6 cable is dodgy? The cable is about 40 metres long.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    3 months ago

    You need to check the ethernet properties in your laptop, to see whether it is connecting at 100 or 1000 Mb/s

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    3 months ago

    So, what is the Mesh system?  Are you using the Hub in modem mode or is your Mesh system in Access Point mode?  Does the mesh have 1Gb ports or is it restricted to 100Mb ports?

  • robThom01's avatar
    robThom01
    Tuning in
    3 months ago

    Mesh is Google Wifi. I have just conencted the first Google mesh wifi device directly to the hub via an ethernet cable, and left the hub as is, so actually have a wifi network from both the hub and the mesh network. I guess I could disable the Hub wifi if not needed.

    • Client62's avatar
      Client62
      Alessandro Volta
      3 months ago

      In the current configuration, connect to the VM Hub menu at http://192.168.0.1/
      take a look in the Connected devices page,

      Is the Ethernet connection to the Google mesh at 100 Mb/s ?

      Perhaps the Google mesh has a menu that can show the connection speed to the VM Hub.

    • Adduxi's avatar
      Adduxi
      Very Insightful Person
      3 months ago

      Just make the SSID and passwords for both the same.  This should help when moving around the property.

  • robThom01's avatar
    robThom01
    Tuning in
    2 months ago

    I have swapped cables from the VM hub to my laptop, and can confirm that the armoured cat6 cable runs at a much lower speed than if I use a standard cat6 cable, so believe that I need the armoured cable connections to be checked.

    However it’s not the speed that I am concerned about, it’s the fact that zoom drops out even though my cable connection shows at 90mbps connection. That is plenty for zoom. I believe the issue for this is due to the hub, which I listed in my initial post 

  • Client62's avatar
    Client62
    Alessandro Volta
    2 months ago

    I suspect the armoured cat6 cable has suffered damage / fault and the error rate is too high for 1000 Mb/s but
    becomes passable when de-rated to 100 Mb/s but still errors are present & become obvious during Zoom or VOIP calls.

    Connect your laptop direct to the VM Hub for the next Zoom call, does that work better ?   

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 months ago

    It's not the connection speed that is most important with zoom calls, they require a clean connection with very little packet delay or loss.

    What does your BQM look like while you are on a call?