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Hub 4 ethernet drops on Teams calls

goodytom
On our wavelength

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

 

14 REPLIES 14

goodytom
On our wavelength

3.0 Downstream channels

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

253310000004.239QAM25625
11390000004.539QAM2561
21470000004.239QAM2562
31550000004.138.6QAM2563
41630000004.440.4QAM2564
51710000004.239QAM2565
61790000004.340.4QAM2566
71870000004.239QAM2567
8195000000440.4QAM2568
9203000000439QAM2569
102110000003.839QAM25610
112190000004.240.4QAM25611
122270000004.139QAM25612
132350000004.139QAM25613
142430000004.240.4QAM25614
152510000003.839QAM25615
162590000003.839QAM25616
172670000003.539QAM25617
182750000003.939QAM25618
192830000004.340.4QAM25619
202910000004.439QAM25620
21299000000539QAM25621
223070000004.640.4QAM25622
233150000004.639QAM25623
243230000004.939QAM25624
263390000004.939QAM25626
273470000004.939QAM25627
283550000004.540.4QAM25628
293630000005.440.9QAM25629
303710000004.739QAM25630
313790000004.639QAM25631



3.0 Downstream channels

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

25Locked38.98326100
1Locked38.98326100
2Locked38.98326100
3Locked38.60537700
4Locked40.36628700
5Locked38.98326100
6Locked40.36628700
7Locked38.98326100
8Locked40.36628700
9Locked38.98326100
10Locked38.98326100
11Locked40.36628700
12Locked38.98326100
13Locked38.98326100
14Locked40.36628700
15Locked38.98326100
16Locked38.98326100
17Locked38.98326100
18Locked38.98326100
19Locked40.36628700
20Locked38.98326100
21Locked38.98326100
22Locked40.36628700
23Locked38.98326100
24Locked38.98326100
26Locked38.98326100
27Locked38.98326100
28Locked40.36628700
29Locked40.94620900
30Locked38.98326100
31Locked38.98326100



3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33964K1840QAM4096424


3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
33Locked424.223453962402383

 

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
14960000039.55120 KSym/secQAM646
22360000039.55120 KSym/secQAM6410
33010000039.35120 KSym/secQAM649
44310000039.35120 KSym/secQAM647
53660000039.35120 KSym/secQAM648



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
5ATDMA0000



3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
1310.435.02KQAM128


3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
13OFDMA20853.4221

goodytom
On our wavelength

Network Log

Time Priority Description

Thu 02/02/2023
11:31:05
4DHCP 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
3No 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
3Received 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
3No 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
4DHCP 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
3No 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
4DHCP 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
3No 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
4DHCP 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
3Received 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
3No 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
3Received 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
3No 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
3Received 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
3No 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
4DHCP 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
3No 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
4DHCP 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
3No 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
4DHCP 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
3No 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
4DHCP 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
3No 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
4DHCP 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
3No 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
4DHCP 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
6CM-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
5Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 01/01/2023
14:30:04
6CM-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
5Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 30/12/2022
15:34:49
3No 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
4DHCP 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
3Received 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
3No 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
4DHCP 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
3No 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
3Received 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
3No 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
4DHCP 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
3No 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
3Received 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
3No 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
4DHCP 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
3No 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
6US 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
3No 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
4DHCP 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
3No 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
4DHCP 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
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

goodytom
On our wavelength

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. 

20230203 BQM.png

20230202 BQM.png

20230201 BQM.png

 

 

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
On our wavelength

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
Very Insightful Person
Very Insightful Person

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. 

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

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

goodytom
On our wavelength

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

1310.434.82KQAM128



3.1 Upstream channels

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

13OFDMA20853.400

 

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
3No 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
6CM-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
On our wavelength

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
Forum Team (Retired)
Forum Team (Retired)

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