New member - zoom issues

[NinjaAndy]

Hi

I went live about 2 weeks ago. My connection would crash, and I'd have to restart the hub 3.0 to get back online. Engineer visited and swapped hub. It's been OK over the weekend... Fingers crossed that's sorted that.

I've noticed when using Zoom that my audio frequently distorts, it sounds like buzzing. People on the call also say when I speak it happens frequently. I'm on a 200mb connection, and when I speed test all looks fine...

Logs below:

Downstream:

Downstream bonded channels

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

1	331000000	8	40	256 qam	25
2	203000000	8.5	40	256 qam	9
3	211000000	8.5	40	256 qam	10
4	219000000	8.6	40	256 qam	11
5	227000000	8.5	40	256 qam	12
6	235000000	8.5	40	256 qam	13
7	243000000	8.1	40	256 qam	14
8	251000000	8.1	40	256 qam	15
9	259000000	8	40	256 qam	16
10	267000000	7.8	40	256 qam	17
11	275000000	7.8	40	256 qam	18
12	283000000	7.8	40	256 qam	19
13	291000000	8	40	256 qam	20
14	299000000	7.9	40	256 qam	21
15	307000000	7.9	40	256 qam	22
16	315000000	8	40	256 qam	23
17	323000000	8	40	256 qam	24
18	339000000	8	40	256 qam	26
19	347000000	8	40	256 qam	27
20	355000000	8	40	256 qam	28
21	363000000	8	40	256 qam	29
22	371000000	8	40	256 qam	30
23	379000000	8	40	256 qam	31
24	387000000	8	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	41	3
2	Locked	40.3	56	12
3	Locked	40.3	39	0
4	Locked	40.3	32	0
5	Locked	40.9	29	0
6	Locked	40.3	39	0
7	Locked	40.3	39	0
8	Locked	40.3	44	0
9	Locked	40.3	31	0
10	Locked	40.3	51	0
11	Locked	40.3	56	0
12	Locked	40.9	36	0
13	Locked	40.3	41	0
14	Locked	40.3	34	0
15	Locked	40.9	48	0
16	Locked	40.3	49	0
17	Locked	40.3	63	0
18	Locked	40.3	40	0
19	Locked	40.9	30	0
20	Locked	40.3	38	0
21	Locked	40.3	22	0
22	Locked	40.3	34	0
23	Locked	40.3	24	13
24	Locked	40.3	36	0

Configuration:

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt060+voc-b.cm

Primary Downstream Service Flow

SFID	54072
Max Traffic Rate	230000061
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	54071
Max Traffic Rate	22000061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[NinjaAndy]

Further logs:

Network:

Network Log

Time Priority Description

18/07/2022 09:24:31	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2022 09:23:41	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 14:40:20	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2022 12:12:1	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2022 12:05:51	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2022 10:52:3	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2022 10:51:42	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2022 10:38:16	notice	SW download Successful - Via Config file
15/07/2022 10:34:56	notice	SW Download INIT - Via Config file
30/05/2022 15:54:38	notice	Unit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 15:46:18	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 15:33:24	critical	TLV-11 - Failed to set duplicate elements;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 15:30:52	notice	SW download Successful - Via Config file
30/05/2022 15:25:11	notice	SW Download INIT - Via Config file
30/05/2022 15:25:7	Error	Disruption during SW download - Power Failure
01/01/1970 00:01:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 15:17:45	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 15:17:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Upstream:

Upstream bonded channels

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

1	46200000	37	5120	64 qam	3
2	39400000	36.3	5120	64 qam	4
3	53700000	37.8	5120	64 qam	2
4	60300000	38.3	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

Any help  massively appreciated.

[jbrennand]

Are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

https://www.thinkbroadband.com/broadband/monitoring/quality

[NinjaAndy]

John

link here - activated last night. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/0fff5b8a4f050da544029806e753de25db9cddde

This is WiFi, although its about 1m away from where I sit.

  

[NinjaAndy]

It might also be worth mentioning that I sit in the same location, on the same laptop as I was when I was with Sky internet, and the problem wasn't happening... the modem/router is also in the same place physically.

[jbrennand]

Thats one beautiful BQM - far better than mine - no evidence there of internet disconnections.

So what happens when you connect on an ethernet cable ? If thats ok then you have a wifi only issue that is a different kettle of fish to sort out - cant directly compare other ISP's for a few reasons. Bottom line would be you need to tweak/fix/improve the VM equipment if it is a Wifi issue

[NinjaAndy]

Im on a MacBook Pro with no Ethernet port, so that’s difficult to test! It’s a work laptop, locked down, so I don’t think I can even connect a usb Ethernet adapter. 

are there any settings you’d recommend changing to boost Wi-Fi performance?

Or am I better off buying a standalone AP?

it’s been unstable on zoom all day - not doing my productivity any good, so keen to get it sorted asap. 

thanks for all your help so far!

[jbrennand]

I am on a Pro and have Air's too. I connect mine on ethernet cables from time to time. You just need to get an adaptor ethernet/RJ-45 to whatever port you want to use - I have them for UBB3/USBc/T'bolt - they all work great.

Here's a USBc one

https://www.amazon.co.uk/Ethernet-Adapter-Thunderbolt-Gigabit-Compatible/dp/B07XTGKP5M/

... or multiport ones can be had for a bit more money.

https://www.amazon.co.uk/Lemorele-Gigabit-Ethernet-Delivery-Multiport/dp/B08T5RNPYN/

You should get one and always Zoom on ethernet unless you sort the wifi. In that regard see this, although a standalone WAP is a good start
_____________________

If it is a wifi only issue, then on a Hub3/4/5, you can try separating the SSID's of the 2.4 and 5 GHz wifi bands by renaming them in the settings and at the same time switch off "channel optimisation/Smart wifi” “ apply and save the settings. All wifi devices will need reconnecting to the best SSID at each location. Also use a wifi scanning App to find the best wifi channels to use (just select and use channels 1,6,11 on 2.4GHz) - this often helps Hub users get better wifi performance - but its still no substitute for getting better kit 🙂
To address the wifi issues, VM now supply “wifi Pods” (no longer doing cheap and cheerless “boosters”). However, their Pods are only free to customers on the 1GB, Volt (or old Ultimate Oomph) packages - is that you? If so they are worth trying - they should work for you.

You do have to call in to order the first one (cant do it online the website is borked) - or try the web-chat function (that has worked for some) - or just wait here for a VM person to respond in a day or two and they will sort the first one for you .

If not… you will be charged £5/month (note - BT charge £10/mo for their whole home wifi solution). It’s a simple solution and should work for you. However, you would soon pay off that cost by buying your own wireless solution that will be yours to own and use forever, although the VM Pods should be a simpler option.

You would need to get either a… (1) Mesh System, (2) Wireless router, (3) Wireless access point (4) Powerline adapters (+/- inbuilt Wifi,) (5) A combination of (2,3,4).

£40-100 should sort it for most customers with an average property and usage.

[NinjaAndy]

I can't use any USB devices. My employer has locked down the laptop to reduce the risk of employees taking data off the network and saving it to USB etc...

Since Virgin replaced my modem, my connection has stopped randomly dropping (so far..) and the audio issue appears to have cleared up too.

Thanks for all your help! I think I might buy a separate wifi access point anyway...

Andy