on 08-11-2020 08:50
Since starting to work from home a month ago, on every daily video call, people struggle to hear/see me and sometimes I just drop out of the call entirely. Internet is horrific for video calls, but works fine otherwise (eg browsing, streaming etc).
Before I switch provider, has anyone encountered this and is it a solvable problem?
on 08-11-2020 11:48
Here is My BQM
on 08-11-2020 11:53
Downstream
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 290750000 | 1 | 37 | 256 qam | 20 |
2 | 138750000 | 0 | 36 | 256 qam | 1 |
3 | 146750000 | 0 | 36 | 256 qam | 2 |
4 | 154750000 | 0 | 37 | 256 qam | 3 |
5 | 162750000 | 0 | 37 | 256 qam | 4 |
6 | 170750000 | 0.2 | 37 | 256 qam | 5 |
7 | 178750000 | 0.5 | 37 | 256 qam | 6 |
8 | 186750000 | 0.5 | 37 | 256 qam | 7 |
9 | 194750000 | 0.5 | 37 | 256 qam | 8 |
10 | 202750000 | 0.5 | 37 | 256 qam | 9 |
11 | 210750000 | 0.2 | 37 | 256 qam | 10 |
12 | 218750000 | 0.2 | 37 | 256 qam | 11 |
13 | 226750000 | 0 | 37 | 256 qam | 12 |
14 | 234750000 | -0.2 | 37 | 256 qam | 13 |
15 | 242750000 | -0.7 | 37 | 256 qam | 14 |
16 | 250750000 | -0.7 | 37 | 256 qam | 15 |
17 | 258750000 | -0.2 | 37 | 256 qam | 16 |
18 | 266750000 | 0 | 37 | 256 qam | 17 |
19 | 274750000 | 0.5 | 37 | 256 qam | 18 |
20 | 282750000 | 0.9 | 37 | 256 qam | 19 |
21 | 298750000 | 1.4 | 37 | 256 qam | 21 |
22 | 306750000 | 1.5 | 37 | 256 qam | 22 |
23 | 314750000 | 2 | 37 | 256 qam | 23 |
24 | 322750000 | 2.5 | 38 | 256 qam | 24 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 37.6 | 3157 | 2111 |
2 | Locked | 36.6 | 6566 | 4217 |
3 | Locked | 36.6 | 4450 | 3555 |
4 | Locked | 37.3 | 3906 | 3867 |
5 | Locked | 37.3 | 3813 | 4313 |
6 | Locked | 37.6 | 3848 | 4054 |
7 | Locked | 37.3 | 4027 | 5700 |
8 | Locked | 37.3 | 3750 | 7043 |
9 | Locked | 37.3 | 3712 | 5553 |
10 | Locked | 37.6 | 3591 | 4953 |
11 | Locked | 37.3 | 3751 | 4562 |
12 | Locked | 37.3 | 7100 | 3771 |
13 | Locked | 37.3 | 3538 | 3214 |
14 | Locked | 37.3 | 3302 | 3763 |
15 | Locked | 37.6 | 3783 | 4030 |
16 | Locked | 37.6 | 3808 | 3493 |
17 | Locked | 37.3 | 3596 | 2454 |
18 | Locked | 37.3 | 3345 | 1933 |
19 | Locked | 37.6 | 3277 | 1870 |
20 | Locked | 37.6 | 3111 | 2459 |
21 | Locked | 37.6 | 3036 | 1385 |
22 | Locked | 37.3 | 2561 | 987 |
23 | Locked | 37.6 | 2495 | 1088 |
24 | Locked | 38.6 | 2503 | 1112 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 32600000 | 44 | 5120 | 64 qam | 5 |
2 | 39400000 | 43.8 | 5120 | 64 qam | 4 |
3 | 46200000 | 44 | 5120 | 64 qam | 3 |
4 | 53700000 | 44.5 | 5120 | 64 qam | 2 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 5 | 0 |
2 | ATDMA | 0 | 0 | 1 | 0 |
3 | ATDMA | 0 | 0 | 3 | 0 |
4 | ATDMA | 0 | 0 | 4 | 0 |
on 08-11-2020 11:54
General Configuration
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file | wrkldJKDHSUBsgvca69834ncx |
Primary Downstream Service Flow
SFID | 8496 |
Max Traffic Rate | 230000061 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Primary Upstream Service Flow
SFID | 8495 |
Max Traffic Rate | 22000061 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 42600 |
Scheduling Type | BestEffort |
Network Log
Time Priority Description
08/11/2020 11:49:34 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/11/2020 11:49:7 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/11/2020 08:34:58 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/11/2020 21:26:35 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/11/2020 02:41:44 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/11/2020 02:41:44 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/11/2020 16:43:28 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/11/2020 16:06:27 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/11/2020 16:06:27 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/10/2020 00:29:19 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/10/2020 10:20:10 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/10/2020 10:19:58 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/10/2020 10:18:41 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/10/2020 06:26:22 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/10/2020 09:26:52 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/10/2020 16:17:20 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/10/2020 09:43:50 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/10/2020 09:43:50 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/10/2020 03:04:47 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/10/2020 00:52:9 | notice | SW download Successful - Via NMS |
08-11-2020 12:04 - edited 08-11-2020 12:04
Your Pre & Post RS Error counts are quite high.
In an ideal world they would be at zero and stay there. To zero them can you reboot the Hub using this method and then keep an eye on the counts.
Switch the Hub off using the small switch on the rear of the Hub next to the power cord and pull the PSU plug from the wall socket.
Give it a good 5 minutes put the plug back in and switch the Hub back on.
Allow the Hub a few minutes to fully restart then check the counts again in an hour or so.
on 08-11-2020 14:18
All reset
on 09-11-2020 11:22
Hi @MikeRobbo
Thanks for taking a look at this - is there a next step that I should take now?
on 17-11-2020 12:55
Thanks for the post Cocoland and sorry for the delay in response.
How are things at the moment? Is this through wired as well as WiFi?
Thanks, Emily.
on 17-11-2020 19:50
Hello, wired is fine, it’s WiFi that has the issues.
on 17-11-2020 19:58
@cocoland wrote:Hello, wired is fine, it’s WiFi that has the issues.
Used wired connections or get your self some decent gigabit enabled Wi-Fi broadcast equipment.
on 18-08-2021 13:33
I had this problem with Virgin throughout lockdown. They could not resolve it and I switch to BT. ZERO problems now on BT fibre 900.