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Low speed, loosing WiFi connection and Loosing sound on Zoom conference calls

Hello, We're on M100 using HUB3 yet experiencing Response Time: 26ms
Download Speed: 24.3Mbps and Upload Speed: 5.3Mbps which is well below the guaranteed minimum speed.

Virgin's WiFi signal scanner says "Great" signal strength yet its diagnostics tell me to move devices closer to the hub as they have poor signal strength!

Video is good on Zoom calls but I'm told by participants that my audio keeps dropping out.

I have previously reported the disconnection problems but was told I had a "WiFi blackspot" and had to have and pay for WiFi boosters. I disagreed but was told have to try them. I installed the WiFi booster and got no signal at all ! I telephoned but was told I had to speak to technicians again. After being on hold for over an hour, I gave up.

I've followed the instructions on a previous posting to obtain hub information.  However, when I try to post the up and down stream channel and network log info, I get an error message saying "message cannot exceed 20,000 characters" ! I guess I will have to post them separately.

I tried to do this but then got another error message "Your post has been changed because invalid HTML was found in the message body. The invalid HTML has been removed. Please review the message and submit the message when you are satisfied." !!

Tried again and got another message "The message tags contain and, which is not permitted in this community. Please remove this content before sending your post."

I'd be very grateful if someone with technical knowledge could look at the details and let me know if they can see a problem. Alternatively, advise on where I should look. Thanks.

Cable Modem Status

Item

Status

Comments

Acquired Downstream Channel (Hz)

427000000

Locked

Ranged Upstream Channel (Hz)

46200000

Locked

Provisioning State

Online

 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

427000000

0

40

256 qam

37

2

267000000

-1.5

38

256 qam

17

3

275000000

-1.2

38

256 qam

18

4

283000000

-0.7

38

256 qam

19

5

291000000

-1.2

38

256 qam

20

6

299000000

-0.2

38

256 qam

21

7

307000000

0.2

38

256 qam

22

8

315000000

-1

38

256 qam

23

9

323000000

-0.2

38

256 qam

24

10

331000000

1

38

256 qam

25

11

339000000

1

38

256 qam

26

12

347000000

0.5

38

256 qam

27

13

355000000

0.5

38

256 qam

28

14

363000000

0.7

38

256 qam

29

15

371000000

0.4

38

256 qam

30

16

379000000

0.5

38

256 qam

31

17

387000000

-0.2

38

256 qam

32

18

395000000

0.5

38

256 qam

33

19

403000000

0.2

38

256 qam

34

20

411000000

0

38

256 qam

35

21

419000000

-0.4

38

256 qam

36

22

435000000

0

38

256 qam

38

23

443000000

-0.2

38

256 qam

39

24

451000000

0.2

38

256 qam

40

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

40.3

227

0

2

Locked

38.6

793

0

3

Locked

38.9

239

0

4

Locked

38.6

1289

0

5

Locked

38.6

2599

0

6

Locked

38.6

860

0

7

Locked

38.9

208

0

8

Locked

38.9

310

0

9

Locked

38.9

123

0

10

Locked

38.9

132

0

11

Locked

38.9

155

0

12

Locked

38.9

136

0

13

Locked

38.9

106

0

14

Locked

38.9

152

0

15

Locked

38.6

171

0

16

Locked

38.9

239

631

17

Locked

38.9

323

74

18

Locked

38.9

252

0

19

Locked

38.9

298

0

20

Locked

38.9

368

0

21

Locked

38.9

302

0

22

Locked

38.9

360

0

23

Locked

38.9

378

 

 

0

24

Locked

38.6

492

0

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

46200000

4.9

5120

64 qam

3

2

32600000

4.9

5120

64 qam

5

3

39400000

4.9

5120

64 qam

4

4

53700000

4.9

5120

64 qam

2

Upstream bonded 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

 

 

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Alessandro Volta
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Message 2 of 9
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Re: Low speed, loosing WiFi connection and Loosing sound on Zoom conference calls

Try a reboot to see if the Hub can renegotiate a better connection using this method ...

Switch the Hub off using the small switch on the rear of the Hub next to the power cord and pull the PSU plug from the wall socket.

Give it a good 5 minutes put the plug back in and switch the Hub back on.

Allow the Hub a few minutes to fully restart then try your connection again.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Very Insightful Person
Very Insightful Person
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Message 3 of 9
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Re: Low speed, loosing WiFi connection and Loosing sound on Zoom conference calls

What are your connections like on devices connected on ethernet cables? Do the speedtests at speedtest.net on a webrowser on an ethernet connected computer/laptop and see whet thet gets.

When posting and you get the exceeded characters/HTML message - usually if you just click submit again it strips it out and posts ok.

--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Message 4 of 9
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Re: Low speed, loosing WiFi connection and Loosing sound on Zoom conference calls

Thanks. We've been using only WiFi for years without any problems. Since the problems started, we've had two replacement hubs in the past 6 months. I will try connecting via ethernet and run the speed tests to see what I get.

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Message 5 of 9
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Re: Low speed, loosing WiFi connection and Loosing sound on Zoom conference calls

Thanks. Did as you suggested. Wifi signal strength still going up and down. I'll run a speed test on Ethernet cable and see what that shows.

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Message 6 of 9
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Re: Low speed, loosing WiFi connection and Loosing sound on Zoom conference calls

Ran the test as you suggested using Ethernet cable right next to the hub. Results below.....

INDIVIDUAL RESULTSExport Results

DATE /TIME  PING
ms DOWNLOAD
Mbps UPLOAD
MbpsDISTANCE
miLOCATION /SERVERPROVIDER

 
10/19/2020
5:57 PM
8
105.64
9.92
~ 50
Manchester
TNP Ltd.
Virgin Media
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Message 7 of 9
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Re: Low speed, loosing WiFi connection and Loosing sound on Zoom conference calls

OK speeds are fine on ethernet cable so you just have a wifi issue. Things change and 3 Hubs have the same problem so it says that the Hub wifi is being overwhelmed by other signals possible outwith your control(neighbours?).

I would suggest connecting as many devices as possible (especially when on Zoom) by ethernet cable and/or do as I and many other on here do and that is to ditch the VM Hub wifi and get your own better quality wireless equipment. I have never used Hub wifi and have never had any wifi issues.

--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Message 8 of 9
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Re: Low speed, loosing WiFi connection and Loosing sound on Zoom conference calls

Thanks. Re neighbours WiFi. BT recently installed pole mounted fibre broadband units opposite our house. I've used WiFi Analyzer phone app which has shown one BT WiFi with a signal strength at over 100 dBm. What Wifi unit do you use ?

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Message 9 of 9
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Re: Low speed, loosing WiFi connection and Loosing sound on Zoom conference calls

Sorry just read the info at the bottom of your posting. You're using Apple Airport Extreme router.
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