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High jittering and long buffering time in video call

Joining in


I'm currently under an M500 package which should be the fastest due to my need in video calls. While the download streaming are always fine, I'm experiencing consistent long jittering and buffering time for uploading. Other attendees in an online conference reported my video would jitter every 2-3 seconds. My network upload diagnostics are attached here. After some online searching I suspect the upload power of my device/wifi is not good enough. Would there be a way to improve this or the hub needs to be fixed? Thank you.

It's indeed frustrating to be on the supposedly fastest package but receive poor quality video calls.  

Upstream bonded channels

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

14960000031.8512064 qam1
23010000031.7512016 qam4
33660000030.8512016 qam3
44310000031.8512064 qam2
52360000031512016 qam5


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts


Knows their stuff

Yup QAM and power levels are low. Check for local faults on 0800 561 0061 otherwise call it in as a fault on 0345 454 1111 / 150.

I'm not a Very Insightful Person (just a little bit, sometimes). I don't work for Virgin Media (but then nor do any of the offshore customer service agents).


The Upstream modulation should all be QAM 64.  But Video calls use very little bandwidth so this may not matter.
Wi-Fi is half duplex that adds jitter, not a plus for a smooth video call. You don't mention which video conf platform, but MS Teams is quite the most troublesome of all.

Forum Team
Forum Team

Hello jackjack4


Sorry to hear of the connection issues experienced during your video calls, we appreciate you raising this via the forums and welcome to the community.


From checking the connection there does look to be some power level issues on some of your downstream and upstream channels, this may be causing the issue and will require a technician visit. I will send you a Private Message to get some more details from you to assist. Check the envelope in the top right of the forum when signed in for the message.