Please excuse my ignorance of technical stuff-I do not have a clue!
Basically I have been working from home in a new job since September and since that time I have suffered loss of audio on calls both routed through the Cisco phone system and also when using Skype/Teams. It can happen in the middle of a call and the person will either disappear completely or go incredibly quiet, sometimes it happens when dialling out so the phone system does its thing but I cannot hear the dial tone in my headset or when the person picks up, sometimes it happens when using the audio tuning wizard on the soft phone system-the "dings" will randomly go quiet or again disappear altogether. Within either 20 seconds or 5 minutes it will come back again and it is very loud and clear. Throughout all this-if on a call other people can hear me.
There appears to be no rhyme or reason as to why this occurs and the computer/phone system guys at my work cannot find a reason on my PC/software so have said it must be to do with my home broadband.
I am connected to the Hub with an ethernet cable and I have recently installed a new one to eliminate the Hub as the culprit but since installing it one week ago it is still the same.
I am working over a VPN (?) and as it is a large organisation I have spoken numerous times with the relevant people but nobody can seem to shed any light on it and it is constantly being blamed on my home broadband. NB the speeds have been some of the fastest we get when a 2 week speed checker was carried out-between 35mbps and 50mbps which for us is good so I cant see how speed would be an issue.
My partner is also working from home but he just has a laptop connected via wi fi-the kids are not generally home during the day but there is on occasion Netflix being streamed and then You Tube will be on when they get home after 3.30.
Has anybody got any ideas as I am googling and searching but cant seem to find anything!
The hub is a basic residential device and isn't made to do things like soft-phones etc.
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Yep...ish. The technology that carries internet traffic over a cable TV connection is complex, radio-frequency communication. Sometimes the power levels that your hub communicates with the network get messed up, or radio frequency noise interferes with the signal. To a modest extent, we can try and diagnose those problems from data you provide from the hub, that makes it easier to get a problem fixed, compared to calling the rather poor telephone support.
Connect to the hub by clicking on this link http://192.168.0.1/ That should pull up the log in page for the hub. But don't log in, just click on the link "Check router status" That'll bring up a window with five tabs. All we need is the contents of the three titled Downstream, Upstream, Network log, and you'll need to post the data as text, not screenshots. Open the Downstream tab. Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here. Post that, do the same for the Upstream and Network log. You'll get an error message when you post the Network log, just click on "post" a second time.
Then we can see if we can spot any obvious problems. Some times there aren't problems with the cable connection, and then we'd focus on the wireless connection, connected devices and so on.
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