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JanFedUp
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Voice and Video calls freeze all of the time with my 3 Hub

Hi 

Can some please help, I am using MS Teams for work and my Voice and Video calls freeze constantly.  I am on a M200 contract and working from home, I have 1 computer, 2 table and a couple of phones linked to my WiFi and I am constanty reset my Hub 3.  Is anyone else experiencing that same problems?

 

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Andrew-G
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Re: Voice and Video calls freeze all of the time with my 3 Hub

Your connection almost certainly has a latency problem. In simple terms that just means the signals between your hub and the other computers are taking too long, almost always because of a technical fault or a congestion problem.

If you're willing, we can have a look for potential causes if you 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.  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, as text, not screenshots.  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 check for any obvious problems with power, noise or error counts, and if need be the forum staff can book a technician to come and fix it.

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JanFedUp
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Re: Voice and Video calls freeze all of the time with my 3 Hub

Hi 

As requested 

Downstream bonded channels

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

1          Locked           37.6     29755  758706

2          Locked           37.3     29270  1009175

3          Locked           37.3     29309  1104051

4          Locked           37.3     29157  1213185

5          Locked           37.3     29944  1216744

6          Locked           37.3     29314  1248316

7          Locked           36.6     29369  1175602

8          Locked           37.3     28038  1288576

9          Locked           37.3     27410  1265433

10        Locked           37.3     27415  1261264

11        Locked           37.3     26945  1241178

12        Locked           37.3     25673  1271561

13        Locked           37.3     25912  1249773

14        Locked           36.6     26051  1209102

15        Locked           37.3     25405  1201821

16        Locked           37.3     24171  1207022

17        Locked           37.3     23351  1198851

18        Locked           36.6     23736  1141295

19        Locked           37.3     23188  1096365

20        Locked           36.6     24144  1028683

21        Locked           37.3     23429  988504

22        Locked           37.3     23675  942800

23        Locked           36.6     23799  910061

24        Locked           37.3     22575  881843

Upstream bonded channels

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

1          46200000        41.5     5120    64 qam            3

2          39400000        41.5     5120    64 qam            4

3          53700031        41.5     5120    64 qam            2

4          60299981        43        5120    64 qam            1

Upstream bonded channels

Channel          Channel Type            T1 Timeouts  T2 Timeouts  T3 Timeouts        T4 Timeouts

1          ATDMA         0          0          9          0

2          ATDMA         0          0          2          0

3          ATDMA         0          0          1          0

4          ATDMA         0          0          0          0

Network Log

Time

Priority

Description

26/04/2021 18:25:37

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/04/2021 18:25:37

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/04/2021 18:25:36

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/04/2021 18:24:4

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/04/2021 18:20:36

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/04/2021 18:20:36

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/04/2021 18:20:36

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/04/2021 18:20:1

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/04/2021 18:17:31

Warning!

LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/04/2021 18:15:36

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/04/2021 18:15:36

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/04/2021 18:10:36

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/04/2021 18:10:36

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/04/2021 18:05:36

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/04/2021 18:05:36

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/04/2021 18:00:37

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/04/2021 18:00:37

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/04/2021 17:55:36

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/04/2021 17:55:36

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/04/2021 17:50:36

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Andrew-G
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Re: Voice and Video calls freeze all of the time with my 3 Hub

Network log is the stuff of nightmares, as are downstream post-RS error counts (pre-RS errors can usually be ignored as having no impact), and there's too many T3 timeouts on the upstream.  Can you do a reboot of the hub, as that zeroes the error counters, and then repost all those status figures after a reasonable know, convenient time period of perhaps 12 or 24 hours?

Sometimes a reboot solves this sort of thing, but if the error or timeout counts are rising again there's a noise fault on your cable connection, and staff here will book a technician visit if that's needed.  

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JanFedUp
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Re: Voice and Video calls freeze all of the time with my 3 Hub

Thank you this is very helpful. This has been happening on and off for a while and every time I contact’150’ they ask me to reset my hub and now I have a pod too. Which is the best way to get a technician visit?  

 

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Serena_C
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Re: Voice and Video calls freeze all of the time with my 3 Hub

Hi @JanFedUp,

 

Welcome to our Community Help Forum 🙂

 

Thank you for making your first post regarding video calls freezing. I understand how frustrating this must be when you are on a call, apologies for the inconvenience.

 

I'd like to take a look at your account to investigate what is happening with your connection and how we can get this fixed. I will send you a private message now, please look out for the purple envelope in the top right corner.

 

Thanks,

 

Serena

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