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DM_currie
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Zoom and MS teams keep freezing

Hi Team,

Both my wife and I have zoom and MS teams freezing or saying 'unstable network everyday since I joined 1 month ago. Apparently no service issues in the area, download and upload speeds are always near 200mbps and 20 mbps respectively.  WiFi signal is good and used the app to test this. Happens on wired connection as well. Hub 3 is in router mode, tried restarting etc.

Even Netflix switches to low quality mode on occasions.

Had no issues at all with previous provider (now tv) at different address and your network supposed to be 3 times faster?

Lot of others seem to be reporting the similar issues suggesting the hub 3 is not up to the job, but I cannot see solution.

Appreciate if you can suggest how to improve this.

DM

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Andrew-G
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Re: Zoom and MS teams keep freezing

The Hub 3 is an uninspiring piece of kit, but it is competent as a cable modem, and basic entry level wireless router.  It sounds to me like you have a latency problem, as that affects video calls (and gaming and live-streaming) most of all, and that's rarely a hub fault, but may be down to a poor connection to VM's network.

There's some things that can be checked, as a start, 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.  If that's good we can move on to other checks.  

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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DM_currie
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Re: Zoom and MS teams keep freezing

Hi Andrew-G,

thanks for the response. Downstream info is:

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1331000000-4.740256 qam25
2267000000-5.538256 qam17
3275000000-5.538256 qam18
4283000000-5.440256 qam19
5291000000-5.240256 qam20
6299000000-5.238256 qam21
7307000000-5.240256 qam22
8315000000-538256 qam23
9323000000-4.738256 qam24
10339000000-538256 qam26
11347000000-5.538256 qam27
12355000000-5.738256 qam28
13363000000-638256 qam29
14371000000-5.940256 qam30
15379000000-5.738256 qam31
16387000000-5.538256 qam32
17395000000-5.440256 qam33
18403000000-5.240256 qam34
19411000000-5.240256 qam35
20419000000-5.238256 qam36
21427000000-5.238256 qam37
22435000000-5.438256 qam38
23443000000-5.440256 qam39
24451000000-5.440256 qam40


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.31349799
2Locked38.613911017
3Locked38.91410901
4Locked40.31475945
5Locked40.31407807
6Locked38.91260870
7Locked40.31326802
8Locked38.91325781
9Locked38.91362749
10Locked38.91603769
11Locked38.92105845
12Locked38.919691380
13Locked38.915571939
14Locked40.915182328
15Locked38.913111417
16Locked38.91346698
17Locked40.31298722
18Locked40.91341690
19Locked40.91336655
20Locked38.91334652
21Locked38.61431622
22Locked38.91545671
23Locked40.31614651
24Locked40.317251106

 

 

Upstream is:

 
 
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
16029999848512064 qam1
23940000046.5512064 qam4
34620000046.5512064 qam3
45370000248512064 qam2


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0020
2ATDMA0010
3ATDMA0000
4ATDMA0010

 

Does any of this help identify the issue?

 

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Paul_DN
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Re: Zoom and MS teams keep freezing

Hi DM_currie,

 

 

Thank you for reaching out to us in our community and welcome, I am sorry to hear your Zoom and Team meetings are freezing, I have had a look our end and cannot see any issues at all everything is in green, if you are still having issues I advise you to set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any network dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with us.

 

 

Make sure you uncheck the “ignore ping from WAN side” box in the settings if you see a wall of "red" - note it will take an hour or two to start seeing a sensible picture. please run this for 72 hours and post the results here so we can have a further look into this for you.

 

Kind regards

 

Paul.
 

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DM_currie
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Message 5 of 10
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Re: Zoom and MS teams keep freezing

Hi Paul_DN,

I have run the broadband quality monitor for a bit over a week now and posted the results below. There does seem to be a number of occasions were the latency spikes. Could this cause the issues we are experiencing with Zoom and MS Teams freezing? If so what can be done about it?

5th May

DM_currie_0-1620636310686.png

 

4th May

DM_currie_1-1620636310742.png

 

3rd May

DM_currie_2-1620636310773.png

 

30th April

DM_currie_3-1620636310800.png

 

29th April

DM_currie_4-1620636310827.png

 

28th April

DM_currie_5-1620636310853.png

 

27th April

DM_currie_6-1620636310880.png

 

26th April

DM_currie_7-1620636356843.png

 

Thanks

Dan

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Paulina_Z
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Re: Zoom and MS teams keep freezing

Hi @DM_currie,

 

Unfortunately, we're unable to see the pictures you attached due to containing sensitive information.

 

Would you be able re-post them, but make sure you edit out the IP address out of the images.

 

Apologies for the inconvenience.

 

Thanks,

Paulina_Z
Forum Team



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DM_currie
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Re: Zoom and MS teams keep freezing

Hi Paulina_Z,

 

below are the broadband monitor pictures with sensitive info blacked out. Does this help with understanding the issues?

5th May

DM_currie_0-1620667138405.png

4th May

DM_currie_1-1620667138441.png

 

3rd  May

DM_currie_2-1620667138475.png

30th April

DM_currie_3-1620667138503.png

29th April

DM_currie_4-1620667138530.png

28th April

DM_currie_5-1620667138557.png

27th April

DM_currie_6-1620667138584.png

26th April

DM_currie_7-1620667138612.png

 

 

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Paulina_Z
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Re: Zoom and MS teams keep freezing

Hi @DM_currie,

 

Apologies, we're still unable to see your images. Please ensure that any personal information and any IP addresses are not visible in the pictures.

 

Are you able to send us a live BQM link so we can see what your connection over the last 24 hours looks like?

 

Thanks,

Paulina_Z
Forum Team



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DM_currie
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Re: Zoom and MS teams keep freezing

Hi Paulina_Z,

 

3rd time lucky with the images:

DM_currie_0-1620670836261.png

DM_currie_1-1620670878987.png

DM_currie_2-1620670904750.png

 

 

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Paulina_Z
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Re: Zoom and MS teams keep freezing

Hi @DM_currie,

 

Third time lucky! Thank you so much for re-uploading the images.

 

Through looking at your account again, I cannot see any issues listed on our system.

 

The latency spikes that you can see on the BQM are normal and nothing to worry about, as the spikes are very irregular and quite short.

 

Please keep an eye on the BQM and your connections. Are you still experiencing this issue on a wired connection to your devices?

 

Please let us know.

 

Thanks,

Paulina_Z
Forum Team



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