Zoom - Connection Unstable - 1Gig

[mkershaw1982]

Hello

I've seen other posts related to this that result in an engineer Visit and not sure if that means they where solved, but here goes. 

For about 2 months I've been getting issues on my Zoom Calls - every 10 - 15 mins or so the "connection unstable" warning appears and my colleagues loos my audio for 5 seconds or so.

I don't associate the issue with my VM connection since I'm almost always on the company VPN during the day and so I assumed it the bandwidth limitation of the VPN (approx 50Mb/s).

Its getting to be a real issue now so I thought id ask around for advise on here.

I've setup a Broadband Quality Monitor:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8ee5fdf53f0606a5ac263ce6de629b95d3c33846

 

which shows I'm getting 5-10% packet drops every 30 mins which concerns me! 

For context - Im using Hub 4 modem Mode with a DECO X50 Mesh Wifi

I'm sitting 4 meters clear line of site from my Main Deco using Laptop on Wifi

Laptop =  HP EliteBook 850G8 (Windows 11) - I can typically get 600Mb/s on Wifi (on a good day)

Router Status

• Should I be concerned with the packet loss?
• Can my VM connection still be a factor in the Zoom issue when i'm on VPN?

Any advise is appreciated 🙂

[jbrennand]

We (well me!) cant see the download stats in this format - can you post again and just copy/paste the normal “Formatted Text” (not images) of the 2 tables from the Downstream tab

[mkershaw1982]

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

25	331000000	2.900002	38.983261	QAM256	25
1	139000000	8.000000	38.983261	QAM256	1
2	147000000	7.599998	38.983261	QAM256	2
3	155000000	7.199997	38.983261	QAM256	3
4	163000000	6.699997	38.983261	QAM256	4
5	171000000	6.099998	38.983261	QAM256	5
6	179000000	5.599998	38.983261	QAM256	6
7	187000000	5.199997	38.983261	QAM256	7
8	195000000	5.000000	40.366287	QAM256	8
9	203000000	4.699997	38.983261	QAM256	9
10	211000000	4.599998	40.366287	QAM256	10
11	219000000	4.199997	38.605377	QAM256	11
12	227000000	3.799999	38.605377	QAM256	12
13	235000000	3.400002	38.983261	QAM256	13
14	243000000	3.099998	38.983261	QAM256	14
15	251000000	2.700001	38.605377	QAM256	15
16	259000000	2.599998	38.983261	QAM256	16
17	267000000	2.599998	38.983261	QAM256	17
18	275000000	2.500000	38.605377	QAM256	18
19	283000000	2.200001	40.366287	QAM256	19
20	291000000	2.200001	38.983261	QAM256	20
21	299000000	2.299999	40.366287	QAM256	21
22	307000000	2.099998	38.983261	QAM256	22
23	315000000	2.200001	40.366287	QAM256	23
24	323000000	2.500000	40.366287	QAM256	24
26	339000000	3.400002	40.366287	QAM256	26
27	347000000	3.599998	40.366287	QAM256	27
28	355000000	3.400002	40.366287	QAM256	28
29	363000000	3.299999	40.366287	QAM256	29
30	371000000	3.299999	40.366287	QAM256	30
31	379000000	2.900002	40.366287	QAM256	31

3.0 Downstream channels

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

25	Locked	38.983261	0	0
1	Locked	38.983261	0	0
2	Locked	38.983261	0	0
3	Locked	38.983261	0	0
4	Locked	38.983261	0	0
5	Locked	38.983261	0	0
6	Locked	38.983261	0	0
7	Locked	38.983261	0	0
8	Locked	40.366287	0	0
9	Locked	38.983261	0	0
10	Locked	40.366287	0	0
11	Locked	38.605377	0	0
12	Locked	38.605377	0	0
13	Locked	38.983261	0	0
14	Locked	38.983261	0	0
15	Locked	38.605377	0	0
16	Locked	38.983261	0	0
17	Locked	38.983261	0	0
18	Locked	38.605377	0	0
19	Locked	40.366287	0	0
20	Locked	38.983261	0	0
21	Locked	40.366287	0	0
22	Locked	38.983261	0	0
23	Locked	40.366287	0	0
24	Locked	40.366287	0	0
26	Locked	40.366287	0	0
27	Locked	40.366287	0	0
28	Locked	40.366287	0	0
29	Locked	40.366287	0	0
30	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)

159

96

4K

1840

QAM4096

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

41

-1.9

2170995818

4091

[jbrennand]

Stats all look fine.  BQM is odd though showing repetitive/cyclical paket loss event on a regular basis every half hour or so.  

If you switch the VPN off (say overnight) do they disappear? Similarly, if you unplug the main Deco ethernet connection and run it overnight do the packet drops disappear?

What other devices are connected to your Deco directly on ethernet cables?

[Client62]

The 50Mb/s of the VPN is 5 to 10x what is needed for a Zoom call, but if there is significant additional Latency and Jitter caused by using the office VPN that could affect the smooth running of Zoom.

There are 4091 Uncorrected Errors on the 3.1 Downstream. Is that number static or rising ?

The BQM would report a 100% packet loss if the main Deco ethernet connection to the Hub is disconnected.

[jbrennand]

---

@Client62 wrote:The BQM would report a 100% packet loss if the main Deco ethernet connection to the Hub is disconnected.

---

Indeed  - I should have said - you would need to put the Hub back into normal router mode and set up another BQM with the alternative ip address !

[mkershaw1982]

I will try this weekend some overnight changes as you suggest.

The odd thing is the VPN is only on my laptop, The BQM is testing to my router so should not have any influence.

I guess i have to rule out the Deco - so ill have to spend a weekend with Hub 4 back in Router Mode.

thanks for your suggestions.

[mkershaw1982]

4091 Uncorrected Errors - looks to be static - hasn't gone up in the last Hour at least 

[Steven_L · Accepted solution]

Hey mkershaw1982,

Welcome to the community and thanks for taking the time to post here on the forums.
I’m sorry to hear of the issues that you’re having with your connection at the moment, I have looked into this and can see that there are some issues with the SNR levels of your connection and this will need a technician visit to resolve. I can arrange the appointment 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.
Kind Regards,
Steven_L

[mkershaw1982]

Problem resolved! 

The engineer replaced the Hub4 with a Hub5 - looks like the Hub4 got stuck trying to update (green LED) and never succeeded.

Engineer said he had seen this more and more recently - it used to happen to the Hub3 and now its effecting hub4s apparently.   

new monitor looks much better - looks like it might have re-booted @ 4am but other than that way less packet loss