Network issues when on video calls - network dropouts and reconnects

[lau04258]

Hi there, 

I am having issues with my network where I lose connection quite regularly on video calls. It's particularly bad when my wife is also on a video call. Here is the info from the router. I notice that I have some Post RS errors, which I take to be bad, but would appreciate some input. I've tried to escalate this but customer service aren't helping. The constant advice of reboot and try again ad pinhole resets isn't working. 

Do these numbers warrant an engineer visit or some further support? Or should I just look for a better router?

Thanks in advance,

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

1	363000000	2.2	37	256 qam	29
2	203000000	6.3	37	256 qam	9
3	211000000	6.3	37	256 qam	10
4	219000000	5.9	37	256 qam	11
5	227000000	5.6	36	256 qam	12
6	235000000	5.1	37	256 qam	13
7	243000000	5	37	256 qam	14
8	251000000	4.4	36	256 qam	15
9	259000000	4.8	36	256 qam	16
10	267000000	4.4	37	256 qam	17
11	275000000	4.5	37	256 qam	18
12	283000000	3.9	36	256 qam	19
13	291000000	4.1	37	256 qam	20
14	299000000	4	36	256 qam	21
15	307000000	3.9	36	256 qam	22
16	315000000	3.5	36	256 qam	23
17	323000000	3	36	256 qam	24
18	331000000	2.7	36	256 qam	25
19	339000000	2.4	35	256 qam	26
20	347000000	2.5	36	256 qam	27
21	355000000	2	36	256 qam	28
22	371000000	2	37	256 qam	30
23	379000000	2.2	36	256 qam	31
24	387000000	1.7	37	256 qam	32

Downstream bonded channels

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

1	Locked	37.6	134	0
2	Locked	37.6	107	0
3	Locked	37.3	153	0
4	Locked	37.3	153	0
5	Locked	36.6	182	0
6	Locked	37.3	122	0
7	Locked	37.3	150	0
8	Locked	36.6	202	0
9	Locked	36.6	163	0
10	Locked	37.3	152	0
11	Locked	37.3	176	0
12	Locked	36.6	198	6
13	Locked	37.3	145	0
14	Locked	36.3	294	0
15	Locked	36.6	178	0
16	Locked	36.6	163	0
17	Locked	36.6	207	8
18	Locked	36.6	347	0
19	Locked	35.5	1255	0
20	Locked	36.6	202	0
21	Locked	36.3	243	0
22	Locked	37.3	162	12
23	Locked	36.6	144	0
24	Locked	37.3	138	0

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

1	32600000	41.3	5120	64 qam	13
2	39400000	41.3	5120	64 qam	12
3	46200000	41.8	5120	64 qam	11
4	53700000	41.8	5120	64 qam	10

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	4k;fg87dsfd;kfoA,.iyewrkl

Primary Downstream Service Flow

SFID	27451
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0

 

[Tom_W1]

Hi @lau04258 thanks for your post here in the Community although I'm sorry to hear of your concerns raised.

I've run some checks for you and there doesn't appear to be any problems on the network and all power levels, upstream and downstream levels so everything is working as it should be.

When you're on the video calls are you operating on wifi or is it an ethernet connection that you have? 

Many thanks

[lau04258]

Hi, 

Thanks for responding. I'm operating on WiFi in clear sight of the router. It's not practical to be using a ethernet as it's our living room. 

Speeds are good: 

DOWNLOAD Mbps

243.09

UPLOAD Mbps

36.33

So not really sure where to go next. 

[Tom_W1]

Hi @lau04258 thanks a lot for your quick reply.

Okay thank you for clarifying. Unfortunately, we don't guarantee a wifi speed (although yours posted here should be sufficient for video calling) as there are so many external factors that influence this - it can be the device you're using, the amount of devices you have online at one time for example as well as many more.

I appreciate that wifi is a lot more practical than ethernet due to the fact it's wireless but put simply, a wired connection is always the best performance as it's a direct connection to your Hub and nothing is lost that way.

My best advice would be is that when you're video calls are dropping, to try this via an ethernet cable and I do believe you'll see a real difference. As well as this, please reduce the amount of devices online if you continue to use wifi while you're on these calls as this should help too.

Many thanks

[lau04258]

Hi @Tom_W1, thanks for your quick answers.

I'll try the ethernet cable on my next call and see how I get on.

Do you know how I see the performance of the 5GHz channels as they don't appear in the router status and some of my devices are connected to that. The preferred channel for that Frequency is 108 but I can't find any info similar to my first posting for a channel number that high - only up to 24, so suggests it is reporting the 2.4 GHz frequency.
The device that I had issues with this morning is connected to the 5GHz frequency.

Thanks

[Robert_P]

Thanks for the update lau04258 and do please keep us up to date with this.

In regards to the frequencies, the Hub 4 doesn't split these for viewing. The only way to see these separately would be to split the SSID's which isn't something we would recommend but can be done. In regards to the channels, the Hub is designed to select the least congested channel available to help improve the performance.

Rob