Poor Quality Connection - Noticeable When Calling

[gc28]

Hi all!

I've recently moved and set up all of my kit again, my first day working from home was full of comments from colleagues that my video calls were breaking up repeatedly throughout the day.

I also host a NAS, and complaints of slow access for external users have also been had.

My network is Cat5e cabled.

The same issues with Wifi have been mentioned when calling via multiple platforms (Whatsapp,Facetime etc)

All speed tests have come back pretty solid at around 200mbps/20mbps.

I've tried the VM H3 in modem mode with my own router, no change.

The BQM results have come back with a fair few latency spikes (See below)

None of the kit has changed from the last place so I'm trying to determine if it's the ISP (VM) service, please see the map of the network below for the setup, any advice would be welcomed.

Home network map - https://imgur.com/czGTTBY

Speed test - https://imgur.com/EvnJvDJ

Cable modem status - https://imgur.com/Cl2k3ta

Upstream - https://imgur.com/a/UO4xxG6

Downstream - https://imgur.com/a/9E0nPex

BQM Results - https://imgur.com/a/oM1v5nd

This is a VM Hub 3 modem

[Anonymous]

Upstream power levels are on the high side and downstream channel 5 pre and post RS errors are very high. BQM okayish but more spikes than average. Others may have views on your network setup.

Check all the connections are tight and secure. Check for local issues via the VM websites service status page. You may well need an engineer. 

[Matthew_ML]

Hey gc28, thank for you reaching out and sorry to see you've been breaking up on video calls.

Pleas can you let me know how the internet is when you aren't on video calls does that break up at all? 

The speeds look wonderful, I have also taken a look at end and everything is looking fine and healthy. 

Does this happen when you are certain places in your house or is it everywhere on vide call?

Also can you let me know is it normally on WIFI or a cable connection / both you use on video call? Thanks 

[gc28]

Hi Matt,

Calls in the last 48 hours have been poor.

My setup is a direct cat5e to the router with calls being made via the PC using multiple software for these calls

The same issues are experienced on wifi also

https://imgur.com/a/0QfK6JM 

[Natalie_L]

Thank you for your reply. 

Can you please attempt to run a video call from another device and let us know if you have the same issues? This will help us to rule out equipment/software issues. 

Can you also let us know which software you are using for the calls?

Thank you, 

[gc28]

Hi Nat,

I've tested today using only my laptop via wifi rather than the wired desktop pc I usually work from.

Software: This is across MS Teams & Zoom

I've had more reports of breakups of audio & visual on calls throughout the day.

As you'll see from my original post at my last home with the same kit all was well.
I've removed my own router from the equation and used the VM Hub for around a month with no change, do you think it may be time to arrange an engineer's visit?

[Steven_L]

Thanks for coming back to us @gc28, I have looked into your connection on our system and the local area, I have looked and looked and checked and checked but cannot see any issues on both sides. I have however raised an issue with the 2nd line team to run further checks to see if they can find something we cannot from here. The team should be in touch soon to discuss this further with you.

Regards,

Steven_L

[gc28]

Hi Steven, I'm yet to receive contact from any Virgin Media team member.

Today, I have taken a look at the cabling in the home, there is a virgin media box tucked away with bare wires hanging out of it.

Can you push your team to book an engineer to visit ASAP, please?

Thank you

[Tudor]

Is all you Ubiquiti equipment at the latest firmware levels? If not, I would3 suggest updating it. Do you run the Unifi Network Application?

[Kain_W]

Hi gc28,

Thanks for the update, can I ask have you been contacted as of yet by our 2nd line as of yet?

Secondly is this box next to the entry point in the property?

Let us know,