Virgin Media Community

[chirag23patel]

Hi

I recently updated to Hub 4, and my internet overall is fine except in voice calls over the network.

There are 3 of us working from home all using teams over different devices and 2 are wired and 1 is wireless

During a call, parts of the conversation are being missed out and vice versa when I talk people on the other side are not hearing all the words I say. 

Occasionally the Teams app will mention I have a bad network signal and to switch to another one, which isn't possible. 

Any suggestions on how this can be resolved or what information I can provide you to help troubleshoot? 

Thanks

[gary_dexter]

Are you using a wired connection?

[chirag23patel]

I have tried with both wired and wireless (2.5ghz or 5ghz) - seem to be consistent experience around the house. 

[gary_dexter]

Is the connection behaving "OK" otherwise?

[chirag23patel]

Mostly, although playing FIFA on the PS5 with a wired connection also has a network drop issue during live gameplay and on the wireless it tries to reconnect at times but on a wired a connection it simply disconnects. 

[gary_dexter]

Post the network, upstream and downstream logs from the hubs admin pages back here as text please

[chirag23patel]

[gary_dexter]

---

@gary_dexter wrote:
Post the network, upstream and downstream logs from the hubs admin pages back here as text please

---

[chirag23patel]

Network Log

Thu 01/01/1970 00:28:14 4 ToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 01:24:49 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 01:27:27 4 ToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 21:28:48 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 21:31:18 4 ToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:19 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:51 5 ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:00:13 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:00:18 5 ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:27 4 ToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:48:40 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:48:45 4 ToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 02/01/1970 01:17:20 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 02/01/1970 01:18:48 4 ToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 01/12/2020 11:06:22 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 01/12/2020 21:53:15 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 03/12/2020 10:46:38 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 05/12/2020 03:14:08 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 05/12/2020 03:47:13 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 08/12/2020 15:14:08 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 12/12/2020 02:05:26 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 12/12/2020 03:14:08 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 17/12/2020 06:41:55 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 19/12/2020 03:14:08 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 19/12/2020 20:48:27 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 22/12/2020 15:14:08 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 24/12/2020 10:21:22 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 25/12/2020 17:44:17 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 27/12/2020 16:39:06 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/12/2020 02:39:42 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 30/12/2020 10:26:42 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 30/12/2020 21:34:50 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 02/01/2021 22:26:42 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 05/01/2021 16:20:54 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Upstream

3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 32600000 44.3 5120 KSym/sec 64QAM 3
2 46200000 44.8 5120 KSym/sec 64QAM 1
3 25800000 43.5 5120 KSym/sec 32QAM 4
4 39400000 44.8 5120 KSym/sec 64QAM 2


3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 US_TYPE_STDMA 0 0 0 0
2 US_TYPE_STDMA 0 0 1 0
3 US_TYPE_STDMA 0 0 1 0
4 US_TYPE_STDMA 0 0 1 0


Downstream

.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
30 402750000 2.7 40.4 QAM256 30
1 138750000 5.2 40.4 QAM256 1
2 146750000 4.8 40.4 QAM256 2
3 154750000 4.8 40.4 QAM256 3
4 162750000 4.8 40.4 QAM256 4
5 170750000 4.7 40.9 QAM256 5
6 178750000 4.6 40.9 QAM256 6
7 186750000 4.6 40.4 QAM256 7
8 194750000 4.8 40.4 QAM256 8
9 202750000 4.7 40.4 QAM256 9
10 210750000 4.5 40.4 QAM256 10
11 218750000 4.7 40.4 QAM256 11
12 226750000 4.6 40.9 QAM256 12
13 234750000 4.4 40.4 QAM256 13
14 242750000 4.3 40.4 QAM256 14
15 250750000 4.2 40.4 QAM256 15
16 258750000 3.9 40.4 QAM256 16
17 266750000 4.1 40.9 QAM256 17
18 274750000 4.3 40.9 QAM256 18
19 282750000 3.9 40.4 QAM256 19
20 290750000 3.6 40.9 QAM256 20
21 298750000 3.7 40.9 QAM256 21
22 306750000 3.9 40.4 QAM256 22
23 314750000 3.9 40.9 QAM256 23
24 322750000 3.9 40.4 QAM256 24
25 330750000 3.7 40.4 QAM256 25
26 370750000 2.9 40.9 QAM256 26
27 378750000 3 40.4 QAM256 27
28 386750000 2.9 40.4 QAM256 28
29 394750000 2.9 40.4 QAM256 29
31 410750000 2.4 40.4 QAM256 31


3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
30 Locked 40.366287 0 0
1 Locked 40.366287 0 0
2 Locked 40.366287 0 0
3 Locked 40.366287 0 0
4 Locked 40.366287 0 0
5 Locked 40.946209 0 0
6 Locked 40.946209 0 0
7 Locked 40.366287 0 0
8 Locked 40.366287 0 0
9 Locked 40.366287 0 0
10 Locked 40.366287 0 0
11 Locked 40.366287 0 0
12 Locked 40.946209 0 0
13 Locked 40.366287 0 0
14 Locked 40.366287 0 0
15 Locked 40.366287 0 0
16 Locked 40.366287 0 0
17 Locked 40.946209 0 0
18 Locked 40.946209 0 0
19 Locked 40.366287 0 0
20 Locked 40.946209 0 0
21 Locked 40.946209 0 0
22 Locked 40.366287 0 0
23 Locked 40.946209 0 0
24 Locked 40.366287 0 0
25 Locked 40.366287 0 0
26 Locked 40.946209 0 0
27 Locked 40.366287 0 0
28 Locked 40.366287 0 0
29 Locked 40.366287 0 0
31 Locked 40.366287 0 0


3.1 Downstream channels
Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33 86 4K 1680 QAM4096 424


3.1 Downstream channels
Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
33 Locked 43 2.6 340797516 48

[chirag23patel]

Also does uploading MAC addresses in text automatically redact the actual address itself?