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Annina
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intermittent internet -can not get through a single zoom call

After a year of absolutely no issues with Virgin the last month has been awful. The internet connection comes up as fast when I do a speed test but I can't get through a single zoom call without the connection dropping. I need to use zoom constantly for work so I really need this sorted ASAP. I have my co-workers and boss on my back about it constantly.

I bought a wifi booster as well which has not helped at all. It seems the internet connection will just drop down to nothing and then reconnect a few seconds later like there is no issue. But by that time I would have dropped off the zoom call etc.

The problem seems to be worse in the evenings.

This is my last effort to fix this issue before I change internet providers for good. Any ideas on fixing this. I have rebooted the wifi box a million times by now with no change and I waited on hold to Virgin for an hour only to be hung up on.

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lotharmat
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Message 2 of 13
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Re: intermittent internet -can not get through a single zoom call

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

Corey_C
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Message 3 of 13
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Re: intermittent internet -can not get through a single zoom call

Thanks for your post and welcome to the Community Forums, Annina,

 

Sorry to hear that you have been having connection issues. How has things been since your post? Is this only on WiFi connections or also wired?

I have run a remote diagnostic and have not been able to identify any issues with your connection.

We can also provide online broadband help here: https://www.virginmedia.com/help/services-support/broadband

Let us know if you need any further help.

 

Cheers,

Corey C

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Annina
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Re: intermittent internet -can not get through a single zoom call

Thank you for responding to my post!

So here are my logs copy pasted 

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
331000000
Locked
Ranged Upstream Channel (Hz)
46199936
Locked
Provisioning State
Online
 
 

Downstream bonded channels

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

1331000000-4.538256 qam25
2235000000-338256 qam13
3243000000-338256 qam14
4251000000-3.538256 qam15
5259000000-3.538256 qam16
6267000000-3.538256 qam17
7275000000-3.738256 qam18
8283000000-3.938256 qam19
9291000000-438256 qam20

 

Upstream bonded channels

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

14619993644.8512064 qam7
25370008445.3512064 qam6
36030000045.8512064 qam5
43940002044.8512064 qam8



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0020
2ATDMA0010
3ATDMA0010
4ATDMA0030

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt060+voc-b.cm



Primary Downstream Service Flow

 

SFID64808
Max Traffic Rate

 

Network Log

Time Priority Description

25/04/2021 08:39:45noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2021 08:36:36Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 00:08:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 10:55:11noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 09:12:14Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-

 

 

 

I hope these help. I'll try any advice at this point. I need to able to get through zoom calls without issue.

I tried to set up Broadband Quality Monitoring but kept getting an error message like this

  • csrf token: Required

I filled in all the fields so I don't know how to get past this page. Can anyone advise? 

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Annina
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Message 5 of 13
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Re: intermittent internet -can not get through a single zoom call

The problem only happens on Wi-Fi connections.

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Serena_C
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Message 6 of 13
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Re: intermittent internet -can not get through a single zoom call

Thanks for the details Annina.

 

Sorry to hear you are experiencing this WiFi issue, I understand how frustrating this must be for you.

 

Can you perform a pinhole reset on your Hub for me please? This will reset you Hub to factory settings, so make sure you write down all your passwords before undertaking this process.

 

For details on how to perform a Pinhole reset, please visit this link.

 

Let me know how your WiFi is working afterwards!

 

Thanks,

Serena

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Annina
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Message 7 of 13
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Re: intermittent internet -can not get through a single zoom call

Hi,

I've already done a pinhole reset of the hub, this made no difference to the performance. Internet is still intermittent and zoom calls are a near impossibility. I am so annoyed I'm not able to book an engineer on your website

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Serena_C
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Message 8 of 13
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Re: intermittent internet -can not get through a single zoom call

Thanks for letting me know Annina.

 

I am going to send you a private message now so that I can take a look at your account and check for any WiFi issues from there. If any problems are displayed then we can schedule an engineer visit for you from here.

 

Please look out for the purple box on the top right corner for my message 🙂

 

Thanks

 

Serena

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gary_dexter
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Message 9 of 13
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Re: intermittent internet -can not get through a single zoom call

Engineers aren’t sent for “Wifi issues” - that’s down to the customer to resolve. Especially if wired connections are working fine. 


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Annina
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Message 10 of 13
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Re: intermittent internet -can not get through a single zoom call

I don't used a wired connection at all due to where the hub is placed. So all connections are wifi. For such an expensive monthly fee I do expect my wifi connection to work well enough so I can work from home and use zoom. 

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