Virgin Media Community

[goodytom]

Hello, I'm having dropouts on almost every MS Teams call I make, which is sometimes back to back all day (a grim life, yes!). They're usually only 1-5sec drops and usually don't result in the call dropping entirely, but it's easily happening 10x per day. 

I posted on here about two years ago because I was having issues with my Hub 3 and TPLink Powerlines. An engineer came, replaced the coax from my external wall to the router, and replaced the Hub 3 with a Hub 4. My system got a lot more reliable then, but not perfect. I assumed the remaining issue was the Powerline system so since replaced it with an ethernet link. My work laptop is connected in the below configuration. I still get the drops though. Logs and BQMs below. My bandwidth is great, I have no issue there, the issue is reliability (on Teams calls specifically). 

Any thoughts on solutions are much appreciated!

Hub 4 (inside, at front of the house)
> 25m CAT7 cable, plugged into Hub 4, out through a ventilation brick, running around the outside of the house, into my study
> CAT7 keystone and wall box inside my study
> short CAT7 link
> powered switch
> CAT6 cable
> HP docking station with UBS-C connector
> HP laptop

[goodytom]

3.0 Downstream channels

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

25	331000000	4.2	39	QAM256	25
1	139000000	4.5	39	QAM256	1
2	147000000	4.2	39	QAM256	2
3	155000000	4.1	38.6	QAM256	3
4	163000000	4.4	40.4	QAM256	4
5	171000000	4.2	39	QAM256	5
6	179000000	4.3	40.4	QAM256	6
7	187000000	4.2	39	QAM256	7
8	195000000	4	40.4	QAM256	8
9	203000000	4	39	QAM256	9
10	211000000	3.8	39	QAM256	10
11	219000000	4.2	40.4	QAM256	11
12	227000000	4.1	39	QAM256	12
13	235000000	4.1	39	QAM256	13
14	243000000	4.2	40.4	QAM256	14
15	251000000	3.8	39	QAM256	15
16	259000000	3.8	39	QAM256	16
17	267000000	3.5	39	QAM256	17
18	275000000	3.9	39	QAM256	18
19	283000000	4.3	40.4	QAM256	19
20	291000000	4.4	39	QAM256	20
21	299000000	5	39	QAM256	21
22	307000000	4.6	40.4	QAM256	22
23	315000000	4.6	39	QAM256	23
24	323000000	4.9	39	QAM256	24
26	339000000	4.9	39	QAM256	26
27	347000000	4.9	39	QAM256	27
28	355000000	4.5	40.4	QAM256	28
29	363000000	5.4	40.9	QAM256	29
30	371000000	4.7	39	QAM256	30
31	379000000	4.6	39	QAM256	31

3.0 Downstream channels

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

25	Locked	38.983261	0	0
1	Locked	38.983261	0	0
2	Locked	38.983261	0	0
3	Locked	38.605377	0	0
4	Locked	40.366287	0	0
5	Locked	38.983261	0	0
6	Locked	40.366287	0	0
7	Locked	38.983261	0	0
8	Locked	40.366287	0	0
9	Locked	38.983261	0	0
10	Locked	38.983261	0	0
11	Locked	40.366287	0	0
12	Locked	38.983261	0	0
13	Locked	38.983261	0	0
14	Locked	40.366287	0	0
15	Locked	38.983261	0	0
16	Locked	38.983261	0	0
17	Locked	38.983261	0	0
18	Locked	38.983261	0	0
19	Locked	40.366287	0	0
20	Locked	38.983261	0	0
21	Locked	38.983261	0	0
22	Locked	40.366287	0	0
23	Locked	38.983261	0	0
24	Locked	38.983261	0	0
26	Locked	38.983261	0	0
27	Locked	38.983261	0	0
28	Locked	40.366287	0	0
29	Locked	40.946209	0	0
30	Locked	38.983261	0	0
31	Locked	38.983261	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

33

96

4K

1840

QAM4096

424

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

33

Locked

42

4.2

2345396240

2383

3.0 Upstream channels

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

1	49600000	39.5	5120 KSym/sec	QAM64	6
2	23600000	39.5	5120 KSym/sec	QAM64	10
3	30100000	39.3	5120 KSym/sec	QAM64	9
4	43100000	39.3	5120 KSym/sec	QAM64	7
5	36600000	39.3	5120 KSym/sec	QAM64	8

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

13

10.4

35.0

2K

QAM128

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

13

OFDMA

208

53.4

22

1

[goodytom]

Network Log

Time Priority Description

Thu 02/02/2023 11:31:05	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 31/01/2023 10:32:36	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 31/01/2023 09:58:47	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 30/01/2023 01:54:49	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 29/01/2023 23:31:05	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 26/01/2023 18:23:28	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 26/01/2023 11:31:05	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 24/01/2023 07:22:07	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 22/01/2023 23:31:05	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 22/01/2023 23:14:20	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 22/01/2023 16:21:22	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 22/01/2023 12:27:36	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 22/01/2023 04:59:46	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 21/01/2023 08:39:46	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 19/01/2023 12:45:03	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 19/01/2023 11:31:05	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 16/01/2023 05:05:15	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 15/01/2023 23:31:05	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 15/01/2023 04:08:37	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 12/01/2023 11:31:05	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 09/01/2023 17:46:01	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 08/01/2023 23:31:06	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 08/01/2023 03:54:59	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/01/2023 11:31:06	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 04/01/2023 03:51:46	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 01/01/2023 23:31:05	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 01/01/2023 14:30:05	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 01/01/2023 14:30:05	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 01/01/2023 14:30:04	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 01/01/2023 14:30:04	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 30/12/2022 15:34:49	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 29/12/2022 11:31:05	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 29/12/2022 02:25:26	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 26/12/2022 08:04:56	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 25/12/2022 23:31:05	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 25/12/2022 01:20:16	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 24/12/2022 17:34:24	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 22/12/2022 13:35:19	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 22/12/2022 11:31:05	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 20/12/2022 10:49:51	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 19/12/2022 07:49:36	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 19/12/2022 00:27:38	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 18/12/2022 23:31:05	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 18/12/2022 12:37:02	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 18/12/2022 10:49:46	6	US profile assignment change. US Chan ID: 13; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 16/12/2022 21:53:46	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 15/12/2022 11:31:05	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 12/12/2022 20:49:40	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 11/12/2022 23:31:05	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 09/12/2022 05:31:26	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[goodytom]

Last 3 days of BQM below, in reverse chronological order (i.e. Feb 3rd, 2nd, 1st). Happy to paste in more if helpful. On today's one I got a drop at about 0920. That is about 10-15mins AFTER the spike in latency, so perhaps unrelated. I think that spike was as I got onto my first call of the day. 

[Chris_W1]

Hi goodytom, thanks for the message and welcome back to the forums.

I have looked into this and can see that the hub has not had a reboot for 74 days. 

Would you be able to reboot the hub for us please?

Kind regards, Chris. 

[goodytom]

Thanks Chris. I saw your message and rebooted (using the on/off rocker switch) last night but had the same problem today. Do you want updated logs and BQMs? 

[Adduxi]

Please post the shared live link to th BQM.  Also check the power level on the 3.1 Upstream as the previous figure of 53.4 seems high. 

[goodytom]

Thanks @Adduxi. Here's the Direct Link for the BQM: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/35459d7c1d05f518bd2522e5c57cbf6d83c61d87

And here's the 3.1 upstream status from this morning: 

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

13

10.4

34.8

2K

QAM128

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

13

OFDMA

208

53.4

0

0

And here are the logs. Only these two entries have been logged since my last post. The times don't correspond to any call drops.  

Network Log

Time Priority Description

Tue 07/02/2023 03:05:44	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 07/02/2023 01:32:25	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[goodytom]

And just to confirm, those drops are still happening at a rate of about 1x per hour, and don't seem to correspond to any spikes in latency. 

[Zoie_P]

Hi goodytom, 

Thank you for your reply.

I have checked our systems and can see all looks fine, all devices have stable connections currently, and no downstream or upstream issues. I have checked SamKnows and can see all looks fine there. Looking it seems there is an issue as some devices are on the wrong frequency, I can see you have not rebooted in 3 days, if you could do this for me to see if it improves 

Zoie