on 11-03-2021 17:49
for the past year, my Microsoft Teams connections has been freezing for a few secs on a regular basis. This tends to happen every 15-30 mins when I have video on, but not when the connection is audio only.
Sometimes I get an error message in Teams "your connection is poor", sometimes the call will actually drop for a few secs before resuming, and sometimes the sound and image will just freeze but no message will show.
Our IT team have reviewed the Teams logs and have escalated it to Microsoft support, and they are both of the view it is my internet connection
I am running W10 latest release and also the latest version of Teams. There's anti-virus and endpoint protection software (FortiClient) but everyone else within our company has the same set-up and they don't have the same issue with Teams.
I have 350mbps down / 35 mbps up, and usually get good speeds s.
I am using my Virgin Hub 3 in modem mode with an EdgeRouter X doing the routing. Using the Hub in router mode does not fix the problem
My flat is wired up with Ethernet cabling, and I have tried extensively with both wired and wireless connections - but the issue is the same on both. For Wifi, I use the BT WholeHome mesh system (normal, not the Premium one)
below you can see my broadband monitor for today. nothing out of the ordinary I think but I am no expert
[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/53de80276bb4c713211cdf8931f3947b637eb722-11-03-2021]My Broadband Ping[/url]
below are my Hub status logs.
I would be grateful if any of the resident experts on this forum could give me a point of view on whether I may have a Virgin connection problem? and/or whether you can think of anything else that may be causing this
--------------------
Standard specification compliant : DOCSIS 3.0
Hardware version : 10
Software version : 9.1.1912.304
Cable MAC address : [deleted]
Cable modem serial number : [deleted]
System up time : 18 days 5h:27m:31s
Network access : Allowed
Status
Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
266750000
Locked
Ranged Upstream Channel (Hz)
46200000
Locked
Provisioning State
Online
Downstream
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 266750000 -5.5 36 256 qam 17
2 202750000 -5 37 256 qam 9
3 210750000 -5 36 256 qam 10
4 218750000 -4.9 36 256 qam 11
5 226750000 -5 36 256 qam 12
6 234750000 -5.4 36 256 qam 13
7 242750000 -5.7 36 256 qam 14
8 250750000 -5.7 36 256 qam 15
9 258750000 -5.7 36 256 qam 16
10 274750000 -5.4 36 256 qam 18
11 282750000 -5.5 36 256 qam 19
12 290750000 -5.7 36 256 qam 20
13 298750000 -5.9 36 256 qam 21
14 306750000 -6 36 256 qam 22
15 314750000 -5.9 36 256 qam 23
16 322750000 -5.7 36 256 qam 24
17 330750000 -6 36 256 qam 25
18 338750000 -6.4 36 256 qam 26
19 346750000 -7 36 256 qam 27
20 354750000 -7.2 36 256 qam 28
21 362750000 -7.2 36 256 qam 29
22 370750000 -7.2 36 256 qam 30
23 378750000 -7.2 36 256 qam 31
24 386750000 -7.2 36 256 qam 32
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 36.6 264 0
2 Locked 37.3 577 213
3 Locked 36.6 501 35
4 Locked 36.6 300 37
5 Locked 36.6 197 0
6 Locked 36.6 532 143
7 Locked 36.3 767 98
8 Locked 36.6 532 13
9 Locked 36.6 420 18
10 Locked 36.6 257 0
11 Locked 36.6 370 84
12 Locked 36.3 465 19
13 Locked 36.6 440 60
14 Locked 36.6 447 82
15 Locked 36.6 545 26
16 Locked 36.6 386 0
17 Locked 36.6 358 0
18 Locked 36.3 924 13
19 Locked 36.3 1430 38
20 Locked 36.3 1286 55
21 Locked 36.3 1077 0
22 Locked 36.3 887 0
23 Locked 36.3 941 0
24 Locked 36.3 1086 0
Upstream
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46200000 42.5 5120 64 qam 3
2 39400000 42.5 5120 32 qam 4
3 53700000 42.5 5120 64 qam 2
4 60300000 42.5 5120 64 qam 1
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 3 0
2 ATDMA 0 0 3 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 9 0
Configuration
General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
UBsgvca69834ncxv9873254k;
Primary Downstream Service Flow
SFID 11398
Max Traffic Rate 402500089
Max Traffic Burst 42600
Min Traffic Rate 0
Primary Upstream Service Flow
SFID 11397
Max Traffic Rate 38500089
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort
Network logs
Time Priority Description
11/03/2021 17:32:5 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/03/2021 16:00:42 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/03/2021 20:09:40 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/03/2021 20:09:40 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/03/2021 21:00:43 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/03/2021 08:09:40 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/03/2021 08:09:40 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/03/2021 21:23:25 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/03/2021 20:09:40 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/03/2021 20:09:40 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/03/2021 01:18:39 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
Answered! Go to Answer
on 12-03-2021 11:14
some of your downstream power levels are (i believe) a little on the low side and one of your four upstream channels is only negotiating a QAM of 32 - it should be 64.
Not sure that the above would result in intermittent issues with teams, though it might.
you're already configured in the recommended setup (modem mode, decent router, cabled connections) so unlikely to be an issue there..
the hub3 does have known issues with udp traffic (which a lot of teams will be) and whilst this has been improved over the years with patching, it's a fundamental hardware issue, so impossible to completely eliminate.. that said, plenty of people successfully use the hub3 for teams calls..
your BQM shows consistent packet loss at all times of day, so there's obviously /something/ that's not quite right..
can't offer much more help I'm afraid - your best bet is probably to get VM to agree that there's an issue with power levels etc. and send you an engineer to try to rectify it... i'd probably hang tight at the forums rather than calling in, the forum staff seem a little more willing to get engineers out to investigate than the call centre.. that said, it can take them a few days to respond to posts..
on 16-03-2021 14:29
Hi @ROBR296
Thank you so much for your post and welcome to our Community Forum! We're very happy to have you here though I am very sorry to see you have been suffering with intermittent connections.
I have had a look on your account and I can see there are some long standing performance issues. For this reason I have booked you out an engineer to come and look at the equipment.
You can view this appointment by logging into you My Virgin Media App or by logging in to your account online here. You can also reschedule the appointment should the allocated time not work for you.
on 12-03-2021 11:14
some of your downstream power levels are (i believe) a little on the low side and one of your four upstream channels is only negotiating a QAM of 32 - it should be 64.
Not sure that the above would result in intermittent issues with teams, though it might.
you're already configured in the recommended setup (modem mode, decent router, cabled connections) so unlikely to be an issue there..
the hub3 does have known issues with udp traffic (which a lot of teams will be) and whilst this has been improved over the years with patching, it's a fundamental hardware issue, so impossible to completely eliminate.. that said, plenty of people successfully use the hub3 for teams calls..
your BQM shows consistent packet loss at all times of day, so there's obviously /something/ that's not quite right..
can't offer much more help I'm afraid - your best bet is probably to get VM to agree that there's an issue with power levels etc. and send you an engineer to try to rectify it... i'd probably hang tight at the forums rather than calling in, the forum staff seem a little more willing to get engineers out to investigate than the call centre.. that said, it can take them a few days to respond to posts..
on 16-03-2021 14:29
Hi @ROBR296
Thank you so much for your post and welcome to our Community Forum! We're very happy to have you here though I am very sorry to see you have been suffering with intermittent connections.
I have had a look on your account and I can see there are some long standing performance issues. For this reason I have booked you out an engineer to come and look at the equipment.
You can view this appointment by logging into you My Virgin Media App or by logging in to your account online here. You can also reschedule the appointment should the allocated time not work for you.
on 17-03-2021 10:08
hi Ashleigh
thanks for arranging the engineer visit. Unfortunately the slot that has been booked does not work for me. I went online to re-arrange the visit, but it does not show in my account. Would you be able to re-arrange it for some time next week instead of this Friday? or make it visible online so that I can rebook it myself?
thanks in advance!
Robbie
on 17-03-2021 12:20
pls disregard my earlier message about rescheduling the engineer's visit for next week. i just got a text message from Virgin saying they are bringing forward the appointment from Fri this week to tomorrow, which works well for me. all good. thanks again for your help.
on 23-03-2021 11:05
VM engineer came to the house today. He replaced the forward path attenuator and the Superhub 3 with new ones. He said that should hopefully fix the issue. Everything back up and running now, but need to have some video calls to see if the intermittent performance issue is now gone. Will report back.
on 23-03-2021 12:33
Hi ROBR296,
Thanks for coming back to us and updating the thread. We're glad things seem resolved for you for now.
If you do have any further issues, pop back here and let us know.
Take care.
on 24-03-2021 13:15
unfortunately the engineer's visit does not appear to have fixed the issue.
when I am doing MS Teams calls, the connection will still drop occasionally and the call will hang. so exactly the same behavior as before.
When I run a continuous ping trace ("ping teams.microsoft.com -t") to the Teams server at Microsoft, I can see that the ping is timing out for a couple of pings while the connection drops. it never lasts long, but long enough for the connection to drop or freeze during that time
my sense is there is a problem upstream from my premises
on 24-03-2021 13:22
Hi ROBR296
Thanks for coming back to us. All the levels are in spec so no issues showing.
Can you pop the hub out of modem mode for me so we can run further checks?
Kind regards,
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on 24-03-2021 19:30
thank you. have now switched back to router mode so you should be able to access/ test