Virgin Media Community

[milmber]

Hi,

I am having issues with MS Teams calls freezing and dropping the call connection. My laptop is connected to my router using a ethernet cable.

Having looked at the call health feature in teams I can see packet loss being the cause.

My BQM shows high average latency (in blue), which is also odd as it seems to vary throughout the morning. 

Is there anything I can do to reduce the latency and how can I get a Virgin engineer to come out and do review?

Below are the statistics from the Virgin router:

3.0 Downstream channels

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

25	330750000	1.5	40.4	QAM256	25
1	138750000	3.4	40.4	QAM256	1
2	146750000	3.7	40.9	QAM256	2
3	154750000	3.3	40.9	QAM256	3
4	162750000	2.7	40.4	QAM256	4
5	170750000	2.1	40.9	QAM256	5
6	178750000	2	40.4	QAM256	6
7	186750000	1.7	40.4	QAM256	7
8	194750000	1.5	40.9	QAM256	8
9	202750000	1.5	40.4	QAM256	9
10	210750000	1.6	40.4	QAM256	10
11	218750000	1.6	40.4	QAM256	11
12	226750000	1.6	40.9	QAM256	12
13	234750000	2.2	40.4	QAM256	13
14	242750000	1.9	40.9	QAM256	14
15	250750000	2.1	40.9	QAM256	15
16	258750000	2.5	40.4	QAM256	16
17	266750000	2.7	40.9	QAM256	17
18	274750000	1.8	40.9	QAM256	18
19	282750000	1.8	40.4	QAM256	19
20	290750000	1.6	40.4	QAM256	20
21	298750000	1.9	40.9	QAM256	21
22	306750000	2.2	40.4	QAM256	22
23	314750000	2.5	40.4	QAM256	23
24	322750000	1.7	40.4	QAM256	24
26	338750000	1.7	40.4	QAM256	26
27	346750000	1.3	40.4	QAM256	27
28	354750000	0.8	40.4	QAM256	28
29	362750000	0.8	40.9	QAM256	29
30	370750000	1.5	40.9	QAM256	30
31	378750000	0.9	39	QAM256	31

3.1 Downstream channels

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

33

Locked

42

0.6

3369600980

0

 

3.0 Upstream channels

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

1	43100000	43.5	5120 KSym/sec	QAM64	2
2	49600000	44	5120 KSym/sec	QAM64	1
3	36600000	42.8	5120 KSym/sec	QAM64	3
4	23600000	41	5120 KSym/sec	QAM64	5
5	30100000	41.8	5120 KSym/sec	QAM64	4

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

7

10.4

38.5

2K

QAM128

3.1 Upstream channels

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

7

OFDMA

208

53.4

0

0

[Client62]

Teams and twitch ... so many grumbles about both.

The speeds shown in the black window are very low - is some kind of VPN involved here ?

The packet loss reported at 56.25% is oddly high and does not tell us where the packets are being lost or dropped.

Does a Realspeed test also show packet loss & low data rates ?    ( be sure to click Run full test to see the packet loss.

https://www.samknows.com/realspeed/