Forum Discussion

DanDanDanDanDan's avatar
DanDanDanDanDan
Joining in
4 months ago
Solved

Intermittent Connectivity Issues

As the subject says, I'm having intermittent connectivity issues. It happens throughout the day at random times, and connectivity is lost for 5-10 seconds. The major issue is Teams meetings are freezing.

  • Set up is a Hub3 with Google WiFi. 
  • Pings to Google WiFi never timeout. The Virgin Hub and Internet both timeout during the drops.
  • I've tried a ping test from the hub but when the internet drops I lose connectivity...
  • I've tried the Hub in Modem Mode and no change. I've performed cable checks, restarts, resets... everything. 
  • I can't get BQM to run as the hub doesn't have an option to allow ICMP traffic.
  • I've spoken to Virgin multiple times but am told they see no issues on my connection so there's nothing they can do.

Hoping someone from the Virgin team can pick this up and help. Thanks!

Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz)
331000000
Locked
Ranged Upstream Channel (Hz)
49600000
Locked
Provisioning State
Online
 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
133100000015.140256 qam25
217100000014.940256 qam5
31790000001540256 qam6
41870000001540256 qam7
51950000001540256 qam8
620300000014.840256 qam9
721100000014.538256 qam10
821900000014.540256 qam11
922700000014.540256 qam12
1023500000014.338256 qam13
112430000001440256 qam14
122510000001440256 qam15
1325900000014.138256 qam16
1426700000014.140256 qam17
1527500000014.540256 qam18
1628300000015.140256 qam19
1729100000015.540256 qam20
1829900000015.840256 qam21
1930700000015.940256 qam22
2031500000015.540256 qam23
2132300000015.440256 qam24
2233900000015.140256 qam26
2334700000015.140256 qam27
2435500000014.840256 qam28

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.3130
2Locked40.370
3Locked40.360
4Locked40.3100
5Locked40.360
6Locked40.3100
7Locked38.970
8Locked40.3110
9Locked40.390
10Locked38.970
11Locked40.380
12Locked40.9150
13Locked38.990
14Locked40.360
15Locked40.3150
16Locked40.360
17Locked40.330
18Locked40.3120
19Locked40.3140
20Locked40.9110
21Locked40.3150
22Locked40.3130
23Locked40.9140
24Locked40.9100

 

  • You have 2 issues

    1) MS Teams remains the only constantly complained about video conf platform and that has persisted for years.
         Avoid Wi-Fi for MS Teams, the extra latency & jitter + half duplex of Wi-Fi does appear to make matters worse.
         For our slimline laptops lacking network sockets we have HP USB3 to Gigabit network adaptors.

    2) Looking at the VM Hub stats, the Downstream Power levels have a preferred range of -7 to +7 dBmV absolute max of +10 dBmV and in this case the value are all too high.  

    Should you have a 10dB attenuator on the coax to the VM Hub, but that has been removed ?
    If not this is an engineer task to correct the excessive power levels.

    Downstream bonded channels

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

    133100000015.140256 qam25
    217100000014.940256 qam5
    31790000001540256 qam6
    41870000001540256 qam7
    51950000001540256 qam8
    620300000014.840256 qam9
    721100000014.538256 qam10
    821900000014.540256 qam11
    922700000014.540256 qam12
    1023500000014.338256 qam13
  • Upstream bonded channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

    14960000037.3512064 qam1
    23660000037.3512064 qam3
    33010000036.8512064 qam4
    42360000036.8512064 qam5
    54310000037.3512064 qam2



    Upstream bonded channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

    1ATDMA0010
    2ATDMA0010
    3ATDMA0010
    4ATDMA0000
    5ATDMA0010
    • DanDanDanDanDan's avatar
      DanDanDanDanDan
      Joining in

      General Configuration

      Network access
      Allowed
      Maximum Number of CPEs
      1
      Baseline Privacy
      Enabled
      DOCSIS Mode
      Docsis30
      Config file
      cmreg-vmdg505-bbt062-b.cm



      Primary Downstream Service Flow

      SFID8524
      Max Traffic Rate402500089
      Max Traffic Burst42600
      Min Traffic Rate0



      Primary Upstream Service Flow

      SFID8523
      Max Traffic Rate38500089
      Max Traffic Burst42600
      Min Traffic Rate0
      Max Concatenated Burst42600
      Scheduling TypeBestEffort
  • Set up a broadband quailty monitor at thinkbroadband.com as this might show you the same that quite a few of us are dealing with:https://community.virginmedia.com/t5/Networking-and-WiFi/Continual-disconnections-does-this-look-right-in-any-way/td-p/5579192

    If your results look like ours, welcome to the journey, we have cookies but they have been left out and gone stale!

    Edit: Oops, sorry  .. just reread your post and your said you cant get the BQM to work ... I'll get me coat.

  • Client62's avatar
    Client62
    Alessandro Volta

    You have 2 issues

    1) MS Teams remains the only constantly complained about video conf platform and that has persisted for years.
         Avoid Wi-Fi for MS Teams, the extra latency & jitter + half duplex of Wi-Fi does appear to make matters worse.
         For our slimline laptops lacking network sockets we have HP USB3 to Gigabit network adaptors.

    2) Looking at the VM Hub stats, the Downstream Power levels have a preferred range of -7 to +7 dBmV absolute max of +10 dBmV and in this case the value are all too high.  

    Should you have a 10dB attenuator on the coax to the VM Hub, but that has been removed ?
    If not this is an engineer task to correct the excessive power levels.

    Downstream bonded channels

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

    133100000015.140256 qam25
    217100000014.940256 qam5
    31790000001540256 qam6
    41870000001540256 qam7
    51950000001540256 qam8
    620300000014.840256 qam9
    721100000014.538256 qam10
    821900000014.540256 qam11
    922700000014.540256 qam12
    1023500000014.338256 qam13
    • DanDanDanDanDan's avatar
      DanDanDanDanDan
      Joining in

      Thanks for the reply.

      MSTeams has never been an issue until a week ago. /shrug

      Hopefully someone from Virgin picks up this post because I'm not having any joy with their call centre. Nothing has been removed from the coax... perhaps it's broken.

      • Carley_S's avatar
        Carley_S
        Forum Team

        Hi DanDanDanDanDan 

        Welcome to the community forums. 

        Sorry to hear you're having issues with your broadband service at this time.

        We can see that your downstream power levels are out of specification. This can cause service issues, so let's get this resolved and see if this helps fix the issues you're experiencing with MSTeams. 

        Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and selecting 'Messages' from the drop-down.