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MikeBurgess90
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Connection stability issues

Hello,

I moved house in December and since doing so regularly get comments from colleagues and family that my Zoom, Slack and FaceTime calls freeze regularly. 

Other people's video and audio feeds appear stable from my side.

I've also noticed fairly bad rubber banding issues when playing online games since moving here. 

I am on a 100Mb package and when testing my connection, I get around 60Mbps down and 6.5Mbps up.

I have tried the following without any success:

  • WiFi with a strong connection. Both the Virgin Media Hub and a separate Amplfi hub.
  • A wired connection
  • A variety of devices - Macbook Pro, PC, iPad, iPhone
  • Full reset of the hub
  • Turning firewall off

On top of having no problems before moving, I have tried some of these devices on the office network and mobile connection and do not experience the same problems.

Thanks,

Mike

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tehwolf
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Re: Connection stability issues

set up a bqm, this will graph the performance of your connection over time..

also, log into the hub (http://192.168.0.1 in router mode, or 192.168.100.1 if in modem mode). Don't log into it - click "router status" instead, and copy/paste the contents of the upstream, downstream and network logs back here (you can copy/paste the tables, but it may take multiple posts).  The people around here that understand the output can tell you if there;s anything wrong with teh stats..

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MikeBurgess90
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Re: Connection stability issues

Thanks for the response. This is the graph after a couple of hours plugged into the router:

418d72cb092ab8380d823c48f7887e742f47527b.png

The connection hasn't be been quite as bad as usual this morning, although there has certainly still been freezing on Zoom/Slack, It's hard to tell if it gets worse in the afternoon/evening when I do most of my calls.

Here is the information from the status page as requested:

Downstream bonded channels

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

12987500002.538256 qam21
21387500002.437256 qam1
3146750000237256 qam2
41547500001.937256 qam3
51627500001.537256 qam4
61707500001.737256 qam5
71787500001.537256 qam6
81867500001.537256 qam7
91947500001.237256 qam8
10202750000137256 qam9
112107500000.537256 qam10
122187500000.437256 qam11
132267500000.237256 qam12
14234750000-0.537256 qam13
15242750000-0.937256 qam14
16250750000-0.237256 qam15
17258750000037256 qam16
18266750000037256 qam17
19274750000-0.737256 qam18
20282750000-0.237256 qam19
212907500001.738256 qam20
223067500002.538256 qam22
233147500002.538256 qam23
24322750000338256 qam24



Downstream bonded channels

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

1Locked38.6120
2Locked37.31770
3Locked37.31720
4Locked37.31180
5Locked37.6630
6Locked37.3420
7Locked37.6410
8Locked37.3170
9Locked37.6210
10Locked37.3250
11Locked37.3230
12Locked37.6310
13Locked37.3250
14Locked37.3300
15Locked37.6590
16Locked37.6430
17Locked37.3440
18Locked37.6440
19Locked37.6460
20Locked37.6530
21Locked38.6300
22Locked38.9210
23Locked38.6180
24Locked38.6150

 

Upstream bonded channels

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

13940000044512064 qam4
24620000044512064 qam3
35370000045.5512064 qam2
46030003945.5512064 qam1

 

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MikeBurgess90
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Re: Connection stability issues

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA00220
4ATDMA0000

 

Network Log

Time Priority Description

25/01/2021 16:26:4noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 06:33:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 04:28:6noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 04:28:6ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 04:28:4ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 23:04:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 08:42:18noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 08:42:18ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 23:00:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 20:42:17noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 20:42:17ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 00:15:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 00:13:27noticeSW download Successful - Via NMS
09/01/2021 00:11:56noticeSW Download INIT - Via NMS
08/01/2021 23:39:6noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2021 23:39:6ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2021 23:39:4ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/01/2021 19:36:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2021 04:09:5noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2021 04:09:5ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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tehwolf
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Re: Connection stability issues

nothin obvious that jumps out from your logs - but I'll leave that to others to comment on.

As for the BQM - looks like a mess - need to leave it running though - at the moment it looks like heavy utilisation in the area - the overnight performance will go some way to confirming that further though (if it is clean overnight but looks like it does currently during the day, then it's a fairly typical overutilisation graph..)

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MikeBurgess90
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Re: Connection stability issues

Thanks for the reply, here is the graphs for yesterday and today.

DA780269-FCB5-4171-8148-1E969329EE89.jpeg99C164DF-C8E9-471B-AFAE-6B4087491009.jpeg

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tehwolf
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Re: Connection stability issues

you've posted images that contain your IP address, so they have been declined.

Open up the "live graph" and then underneath it click on "create sharing link" (or something to that effect) and post that back here... 

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MikeBurgess90
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Re: Connection stability issues

Ah thanks I’ve cropped the images

F042B359-64BF-4EC3-A554-41C3B6D56095.jpeg

E6D24BA3-99EA-4AF3-AE43-01EC6DEC2708.jpeg

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tehwolf
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Re: Connection stability issues


@MikeBurgess90 wrote:

Ah thanks I’ve cropped the images

F042B359-64BF-4EC3-A554-41C3B6D56095.jpeg

E6D24BA3-99EA-4AF3-AE43-01EC6DEC2708.jpeg


These look like fairly typical examples of overutilisation - connection looks broadly fine during the night, when there's relatively little traffic on the network, but dreadful during the day when there's a lot.

Unfortunately, the fix for this is network expansion by VM. You should call and register a fault - and try to get a fault reference from them, but ultimately they will deal with it in their own time and any provided dates for a fix will be estimates and, going by lots of other examples on this forum, are very likely to slip everytime the estimated fix date comes close.

Your options are to put up with it or to vote with your wallet and seek an alternative provider..