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Connection Issues with Zoom and Gaming

Had Virgin installed aroun 10 days ago and have found im getting the speeds expected as normal. I did notice very poor connection to my PS4 the first night after install. I put this down to Wi-fi Range (albeit quite a short distance) and opted to place the hub in modem mode and use a Deco M5 system for Wi-Fi around the house. 

I can achieve strong Wi-Fi signal to all devices and see speeds tests which deliver decent speed levels using these devices. However the latency/spikes issue still remains. This is present in online gaming where I see a rubber banding effect and even on Zoom/Teams calls which see me almost lose connection for a second or two and then it restores its manages ok for around 20-30 seconds. 

 

This doesnt appear to be a Wi-Fi issue and was present in both router and modem mode. Im stuck as to where to go next?

 

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Re: Connection Issues with Zoom and Gaming

As a start, can you do the following for me - click on the link below, this will connect to your hub in modem mode:

http://192.168.100.1

If you're not using modem mode, this link should work:

http://192.168.0.1 

Next, on the web page you've opened, don't log in, you see that link that says "Check router status"?  Click on that.  Now, you'll see a new window with five tabs.  Can you open each of the following tabs - Downstream, Upstream and Network log and for those three tabs, cut and paste the contents of each tab into replies here as formatted text (not images).  This may or may not help, what I'm trying to do is identify if there's an obvious cable fault.  If those numbers don't show an obvious problem, then we can reconsider the wifi configuration.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Re: Connection Issues with Zoom and Gaming

Downstream Tab

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

12187500003.538256 qam11
2202750000438256 qam9
3210750000438256 qam10
42267500003.438256 qam12
52347500003.238256 qam13
6242750000338256 qam14
72507500002.738256 qam15
82587500002.938256 qam16
92667500002.738256 qam17
102747500002.738256 qam18
112827500002.738256 qam19
122907500002.938256 qam20
132987500002.738256 qam21
143067500002.738256 qam22
153147500002.738256 qam23
163227500002.538256 qam24
173307500002.738256 qam25
183707500002.540256 qam26
193787500002.738256 qam27
203867500002.438256 qam28
213947500002.238256 qam29
22402750000238256 qam30
23410750000238256 qam31
244187500001.738256 qam32



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked38.616309
2Locked38.9750
3Locked38.61172
4Locked38.931486
5Locked38.98725
6Locked38.97255
7Locked38.65468
8Locked38.67520
9Locked38.67750
10Locked38.9940
11Locked38.91000
12Locked38.9790
13Locked38.6860
14Locked38.9710
15Locked38.6610
16Locked38.9510
17Locked38.9360
18Locked40.9370
19Locked38.9450
20Locked38.9450
21Locked38.91040
22Locked38.9750
23Locked38.9310
24Locked38.6940

 

Upstream Tab

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

1394000364.1512064 qam10
2258000003.95512064 qam12
3325999834.1512064 qam11
4462000244.25512064 qam9



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

 

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Re: Connection Issues with Zoom and Gaming

Network Log

Time Priority Description

22/07/2020 14:53:38noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2020 14:53:3Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 13:41:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2020 01:02:14noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxxl500u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2020 01:02:14ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2020 14:24:1ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2020 05:50:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2020 03:45:53ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2020 05:13:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2020 22:44:42noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2020 19:00:52criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2020 19:00:4Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2020 19:00:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2020 19:00:0criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2020 19:00:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2020 19:00:0criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2020 18:59:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2020 15:10:52noticeSW download Successful - Via Config file
13/07/2020 15:08:31noticeSW Download INIT - Via Config file
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Re: Connection Issues with Zoom and Gaming

I just did a ping test to 8.8.8.8 and see consistent spikes in reponse every 60 seconds. See below

64 bytes from 8.8.8.8: icmp_seq=102 ttl=115 time=17.157 ms

64 bytes from 8.8.8.8: icmp_seq=103 ttl=115 time=23.847 ms

64 bytes from 8.8.8.8: icmp_seq=104 ttl=115 time=17.114 ms

64 bytes from 8.8.8.8: icmp_seq=105 ttl=115 time=18.893 ms

64 bytes from 8.8.8.8: icmp_seq=106 ttl=115 time=19.123 ms

64 bytes from 8.8.8.8: icmp_seq=107 ttl=115 time=21.994 ms

64 bytes from 8.8.8.8: icmp_seq=108 ttl=115 time=19.874 ms

64 bytes from 8.8.8.8: icmp_seq=109 ttl=115 time=17.380 ms

64 bytes from 8.8.8.8: icmp_seq=111 ttl=115 time=20.206 ms

64 bytes from 8.8.8.8: icmp_seq=112 ttl=115 time=21.889 ms

64 bytes from 8.8.8.8: icmp_seq=113 ttl=115 time=18.933 ms

64 bytes from 8.8.8.8: icmp_seq=114 ttl=115 time=17.361 ms

64 bytes from 8.8.8.8: icmp_seq=115 ttl=115 time=21.234 ms

64 bytes from 8.8.8.8: icmp_seq=116 ttl=115 time=20.372 ms

64 bytes from 8.8.8.8: icmp_seq=117 ttl=115 time=21.724 ms

64 bytes from 8.8.8.8: icmp_seq=118 ttl=115 time=20.662 ms

64 bytes from 8.8.8.8: icmp_seq=119 ttl=115 time=19.326 ms

64 bytes from 8.8.8.8: icmp_seq=120 ttl=115 time=18.996 ms

64 bytes from 8.8.8.8: icmp_seq=121 ttl=115 time=21.480 ms

64 bytes from 8.8.8.8: icmp_seq=122 ttl=115 time=20.494 ms

64 bytes from 8.8.8.8: icmp_seq=123 ttl=115 time=19.950 ms

64 bytes from 8.8.8.8: icmp_seq=124 ttl=115 time=17.743 ms

64 bytes from 8.8.8.8: icmp_seq=125 ttl=115 time=21.195 ms

64 bytes from 8.8.8.8: icmp_seq=126 ttl=115 time=18.957 ms

64 bytes from 8.8.8.8: icmp_seq=127 ttl=115 time=26.917 ms

64 bytes from 8.8.8.8: icmp_seq=128 ttl=115 time=18.622 ms

64 bytes from 8.8.8.8: icmp_seq=129 ttl=115 time=20.573 ms

64 bytes from 8.8.8.8: icmp_seq=130 ttl=115 time=22.813 ms

64 bytes from 8.8.8.8: icmp_seq=131 ttl=115 time=20.548 ms

64 bytes from 8.8.8.8: icmp_seq=132 ttl=115 time=27.542 ms

64 bytes from 8.8.8.8: icmp_seq=133 ttl=115 time=19.774 ms

64 bytes from 8.8.8.8: icmp_seq=134 ttl=115 time=17.611 ms

64 bytes from 8.8.8.8: icmp_seq=135 ttl=115 time=26.754 ms

64 bytes from 8.8.8.8: icmp_seq=136 ttl=115 time=19.065 ms

64 bytes from 8.8.8.8: icmp_seq=137 ttl=115 time=20.297 ms

64 bytes from 8.8.8.8: icmp_seq=138 ttl=115 time=18.186 ms

64 bytes from 8.8.8.8: icmp_seq=139 ttl=115 time=17.514 ms

64 bytes from 8.8.8.8: icmp_seq=140 ttl=115 time=28.397 ms

64 bytes from 8.8.8.8: icmp_seq=141 ttl=115 time=21.637 ms

64 bytes from 8.8.8.8: icmp_seq=142 ttl=115 time=31.043 ms

64 bytes from 8.8.8.8: icmp_seq=143 ttl=115 time=16.309 ms

64 bytes from 8.8.8.8: icmp_seq=144 ttl=115 time=19.469 ms

64 bytes from 8.8.8.8: icmp_seq=145 ttl=115 time=20.771 ms

64 bytes from 8.8.8.8: icmp_seq=146 ttl=115 time=19.679 ms

64 bytes from 8.8.8.8: icmp_seq=147 ttl=115 time=21.025 ms

64 bytes from 8.8.8.8: icmp_seq=148 ttl=115 time=19.619 ms

64 bytes from 8.8.8.8: icmp_seq=149 ttl=115 time=23.243 ms

Request timeout for icmp_seq 150

Request timeout for icmp_seq 151

64 bytes from 8.8.8.8: icmp_seq=151 ttl=115 time=1124.855 ms

64 bytes from 8.8.8.8: icmp_seq=152 ttl=115 time=835.209 ms

64 bytes from 8.8.8.8: icmp_seq=153 ttl=115 time=634.710 ms

64 bytes from 8.8.8.8: icmp_seq=154 ttl=115 time=17.986 ms

64 bytes from 8.8.8.8: icmp_seq=155 ttl=115 time=19.791 ms

64 bytes from 8.8.8.8: icmp_seq=156 ttl=115 time=19.065 ms

64 bytes from 8.8.8.8: icmp_seq=157 ttl=115 time=18.319 ms

64 bytes from 8.8.8.8: icmp_seq=158 ttl=115 time=18.901 ms

64 bytes from 8.8.8.8: icmp_seq=159 ttl=115 time=17.531 ms

64 bytes from 8.8.8.8: icmp_seq=160 ttl=115 time=25.664 ms

64 bytes from 8.8.8.8: icmp_seq=161 ttl=115 time=19.331 ms

64 bytes from 8.8.8.8: icmp_seq=162 ttl=115 time=18.904 ms

64 bytes from 8.8.8.8: icmp_seq=163 ttl=115 time=29.356 ms

64 bytes from 8.8.8.8: icmp_seq=164 ttl=115 time=19.069 ms

64 bytes from 8.8.8.8: icmp_seq=165 ttl=115 time=20.373 ms

64 bytes from 8.8.8.8: icmp_seq=166 ttl=115 time=28.826 ms

64 bytes from 8.8.8.8: icmp_seq=167 ttl=115 time=18.647 ms

64 bytes from 8.8.8.8: icmp_seq=168 ttl=115 time=21.403 ms

64 bytes from 8.8.8.8: icmp_seq=169 ttl=115 time=23.488 ms

64 bytes from 8.8.8.8: icmp_seq=170 ttl=115 time=19.988 ms

64 bytes from 8.8.8.8: icmp_seq=171 ttl=115 time=20.707 ms

64 bytes from 8.8.8.8: icmp_seq=172 ttl=115 time=17.122 ms

64 bytes from 8.8.8.8: icmp_seq=173 ttl=115 time=17.384 ms

64 bytes from 8.8.8.8: icmp_seq=174 ttl=115 time=17.809 ms

64 bytes from 8.8.8.8: icmp_seq=175 ttl=115 time=21.004 ms

64 bytes from 8.8.8.8: icmp_seq=176 ttl=115 time=19.912 ms

64 bytes from 8.8.8.8: icmp_seq=177 ttl=115 time=26.667 ms

64 bytes from 8.8.8.8: icmp_seq=178 ttl=115 time=19.821 ms

64 bytes from 8.8.8.8: icmp_seq=179 ttl=115 time=20.455 ms

64 bytes from 8.8.8.8: icmp_seq=180 ttl=115 time=18.941 ms

64 bytes from 8.8.8.8: icmp_seq=181 ttl=115 time=18.909 ms

64 bytes from 8.8.8.8: icmp_seq=182 ttl=115 time=16.170 ms

64 bytes from 8.8.8.8: icmp_seq=183 ttl=115 time=22.817 ms

64 bytes from 8.8.8.8: icmp_seq=184 ttl=115 time=20.678 ms

64 bytes from 8.8.8.8: icmp_seq=185 ttl=115 time=24.887 ms

64 bytes from 8.8.8.8: icmp_seq=186 ttl=115 time=21.818 ms

64 bytes from 8.8.8.8: icmp_seq=187 ttl=115 time=15.908 ms

64 bytes from 8.8.8.8: icmp_seq=188 ttl=115 time=509.381 ms

64 bytes from 8.8.8.8: icmp_seq=189 ttl=115 time=752.183 ms

64 bytes from 8.8.8.8: icmp_seq=190 ttl=115 time=1129.580 ms

64 bytes from 8.8.8.8: icmp_seq=191 ttl=115 time=251.852 ms

64 bytes from 8.8.8.8: icmp_seq=192 ttl=115 time=20.064 ms

64 bytes from 8.8.8.8: icmp_seq=193 ttl=115 time=18.864 ms

64 bytes from 8.8.8.8: icmp_seq=194 ttl=115 time=18.848 ms

64 bytes from 8.8.8.8: icmp_seq=195 ttl=115 time=18.201 ms

64 bytes from 8.8.8.8: icmp_seq=196 ttl=115 time=19.824 ms

64 bytes from 8.8.8.8: icmp_seq=197 ttl=115 time=25.078 ms

64 bytes from 8.8.8.8: icmp_seq=198 ttl=115 time=786.880 ms

64 bytes from 8.8.8.8: icmp_seq=199 ttl=115 time=1204.234 ms

64 bytes from 8.8.8.8: icmp_seq=200 ttl=115 time=873.621 ms

64 bytes from 8.8.8.8: icmp_seq=201 ttl=115 time=19.014 ms

64 bytes from 8.8.8.8: icmp_seq=202 ttl=115 time=19.186 ms

 

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Re: Connection Issues with Zoom and Gaming

Thanks for the post Alexjhall91.

 

We can't see anything too worrying in the network logs, can we please confirm if your PS4 is connected through the 5Ghz connection if this is through WiFi?

 

Thanks, Emily.

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Re: Connection Issues with Zoom and Gaming

Hi Emily,

PS4 has been connected via 5 and 2.4 and has also been wired connection with the same issues.

Zoom calls are taking place on a laptop via 5Ghz. As stated in the first post I do not believe this is a Wifi related issue.

Ive since posting this message changed back from Modem mode to router mode on the Hub 3.0. This has allowed me to set up BQM which is already starting to paint a picture of latency issues which is only further backed up by the pasted ping results above.

Link to the live BQM -

https://www.thinkbroadband.com/broadband/monitoring/quality/share/6251bd1bbda3afefc3d4ae38f95ecd436a...
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Re: Connection Issues with Zoom and Gaming

Thanks for providing this information, as you've advised you believe this is a wired issue we'll book an appointment for you.

 

That's booked in using the forum information for Saturday between 12pm and 4pm.

 

If you need to reschedule this you can do so online here.

 

Thanks, Emily.

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Re: Connection Issues with Zoom and Gaming

Hi Emily,

That link doesnt work or at least errors. Will I get email confirmation of that appointment?

Thanks
Alex
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Re: Connection Issues with Zoom and Gaming

You should be able to confirm it on your online account as well.

 

Thanks, Emily.

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