Yet Another "MS TEAMS" latency post

[Neology]

Hello People,

I've been working from home since the pandemic, and now it's a permanent way of life.

In the past few months, we recently moved all our services to Office365 and have started using teams.

I actually quite like it, but the issue i DO have is video calls. We do a lot of them throughout the day, and every call starts with a 3000+ ping, then goes down to less than 60, which is perfect, then randomly spikes up to 15,000 or above, the packet loss can shoot up to 75% or above.

Most of the time, this is when the issue is irreversible and the call just hangs, and then ends.

I'm not computer illiterate, I use my PC for both work, and gaming, and can watch my latency on other applications where it stays steady when teams goes on the bender.

This doesn't happen for my non-VM colleagues.
This doesn't affect everything else on my PC.

My Superhub 4 was replaced on Monday, so It's not a fault with the device.

This was my BQM before my hub was replaced. I've only just changed the IP so will post a new in a few hours.

[Neology]

Network Status stuffs

https://gist.github.com/TheNeo2k/ffa08e97abaf35582449fc7b49fdf2df

It wouldn't let me paste it all in here.

[Sephiroth]

Is the PC connecting through WiFi or Ethernet cable? If the former, can you make the effort for your next Teams video call to connect the PC by Ethernet cable to the Hub? This will eliminate WiFi as the cause.

WiFi can be affected by the neighbours if they are on the same channel and streaming.

Let us know. Btw, your stats show nothing abnormal. You have high downstream power levels but there are no post-RS errors reported so no problems there.

[Neology]

Ethernet.

[Steven_L · Accepted solution]

Hey @Neology,

Welcome back to the community and thanks for taking the time to post.
I’m sorry to hear of the issues that you’re having with your connection at the moment, I have looked into this on our system and can see a few issues that are the likely cause of the problems that you're having. There is an issue with the SNR levels on your account and also all of your downstream power levels are too high to maintain a stable connection, we will need to arrange a technician visit to have these problems resolved. I can do that from here but would need to confirm a few details via a private message, that I will drop over in a moment. Please look out for the private message and we can get started.
Regards,
Steven_L
 

[Steven_L]

Thanks for confirming your details via private message @Neology. 

I have arranged the appointment, and you can track your engineer appointments online. Simply sign into My Virgin Media and you will see your appointments on your account dashboard. However, this can take up to 24 hours to be updated.

There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for.
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Regards,
Steven_L
 

[Neology]

Thought i'd post an update on this.

The Teams issue still exists, but is amazingly better while using a VPN...

My internet keeps dropping out since the engineers visit, he put an attenuator on it saying some levels were too high...

I'd post my tbb monitor, but it turns out that my ip changed, so it's been tracking the wrong person... yay.../

I'll post it and my levels in a few hours.

[Megan_L]

Hi Neology,

Thanks for using the forums to get this issue with your broadband connection whilst using Teams looked into, I am sorry if this has been causing some frustration. 

I have checked on your services via my side and I can see that your upstream levels are out of spec, which will need another engineer to rectify. 

I'll send you a PM now to get this booked in for you.

Thanks, 

Megan_L

[Megan_L]

Hi Neology, 

Thanks for coming back to me in our PM's, it seems like we won't need to book an engineer visit in this instance because the local engineering team have identified an SNR issue in the area. 

This usually causes slow/intermittent issues over TV, broadband and landline services, the estimated fix date and time is 06 JAN 2023 by 15:00. 

Please be aware there's always a small chance it could be pushed back if it's more complex than the team previously thought, but you can keep track of any updates on our Service Status page.

Or you can always come back here and we will give you an update from our side 🙂 

Thanks,

Megan_L