Microsoft Teams calls audio dropping intermittently

[yorkieboy123]

I am experiencing intermittent signal drops. This means it is almost impossible to take MS Teams calls which is becoming an embarrassing problem when I'm WFH. The calls drop intermittently for 2-5 seconds, re-establish the connection and drop again. I'm seeing drops every 15 seconds or so sometimes. This occurs over both wired and wireless connections. I have tried the following steps:

• Power cycle Hub3.0
• Pinhole reset of Hub3.0
• Checked cable connections are secure
• Checked with Hub in Router Mode, both ethernet and Wi-Fi
• Check with Hub in Modem Mode, both ethernet and Wi-Fi connected to my router

The speed tests are fine in most cases but I consistently am dropping packets from teams calls and am having to switch to my mobile hotspot which is not ideal.

I feel really frustrated as I noticed this issue about 6 months ago and I have not been able to permanently fix it. I had no internet from 21st October to 27th October and I had optimistically assumed that when it was restored that this issue would be fixed but no luck!

[yorkieboy123]

Thanks for looking at my stats, any ideas would be welcome!

Downstream bonded channels

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

1	331000000	-0.2	38	256 qam	25
2	235000000	-1.4	37	256 qam	13
3	243000000	-1.5	37	256 qam	14
4	251000000	-1.2	37	256 qam	15
5	259000000	-0.9	37	256 qam	16
6	267000000	-0.7	37	256 qam	17
7	275000000	-1	37	256 qam	18
8	283000000	-0.5	38	256 qam	19
9	291000000	-0.2	38	256 qam	20
10	299000000	0.2	38	256 qam	21
11	307000000	0	38	256 qam	22
12	315000000	-0.2	38	256 qam	23
13	323000000	-0.2	38	256 qam	24
14	339000000	-0.5	38	256 qam	26
15	347000000	-0.5	38	256 qam	27
16	355000000	-0.7	38	256 qam	28
17	363000000	-0.7	38	256 qam	29
18	371000000	-0.5	38	256 qam	30
19	379000000	-0.7	38	256 qam	31
20	387000000	-0.9	38	256 qam	32
21	395000000	-1	38	256 qam	33
22	403000000	-1.2	38	256 qam	34
23	411000000	-1.2	37	256 qam	35
24	419000000	-1.5	38	256 qam	36

Downstream bonded channels

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

1	Locked	38.9	6	0
2	Locked	37.3	12	0
3	Locked	37.6	12	0
4	Locked	37.3	10	0
5	Locked	37.6	10	0
6	Locked	37.3	12	0
7	Locked	37.6	8	0
8	Locked	38.6	14	0
9	Locked	38.6	6	0
10	Locked	38.9	6	0
11	Locked	38.9	7	0
12	Locked	38.9	5	0
13	Locked	38.9	8	0
14	Locked	38.6	7	0
15	Locked	38.6	3	0
16	Locked	38.9	6	0
17	Locked	38.6	11	0
18	Locked	38.9	10	0
19	Locked	38.6	11	0
20	Locked	38.9	8	0
21	Locked	38.6	13	0
22	Locked	38.6	11	0
23	Locked	37.6	20	0
24	Locked	38.6	7	0

[yorkieboy123]

Upstream bonded channels

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

1	36600000	47.8	5120	64 qam	3
2	23600000	46.3	5120	32 qam	5
3	30100000	47.8	5120	64 qam	4
4	43100039	47.8	5120	64 qam	2
5	49600009	49	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0

Network Log

Time Priority Description

08/11/2022 18:03:16	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/11/2022 15:07:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/11/2022 10:44:14	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2022 19:29:8	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2022 13:49:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2022 17:42:18	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2022 17:42:18	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2022 13:13:8	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2022 23:59:45	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2022 23:59:45	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2022 07:33:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2022 14:36:5	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2022 11:59:44	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2022 11:59:44	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 14:02:4	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 14:01:30	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 14:00:5	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 14:00:4	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 13:58:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[yorkieboy123]

In addition, there are no area issues:
"We can’t see any issues affecting [my postcode]"

and I have just set up BQM:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/87d272a1dde8ec431701eb7cedc0d07d2c...

[Gareth_L]

Hello yorkieboy123.

Thanks for your post.

Sorry to hear about the loss of audio on Microsoft Teams.

Does this happen on any other devices.

Are you using a works VPN at all.

Do you have any virus software that may contain a VPN?

Gareth_L

[dorrpark22]

Hello, we are having similar problems with MS Teams calls. We work for 2 different companies and have 2 high spec laptops. Have tried wired and wireless connections. Teams will tell you it's dropped packets and call audio poor.

I am wondering if its the Virgin router antivirus blocking ports or something.

Definitely a problem with virginmedia, we had BT before and no problems.

[Ilyas_Y]

Hi @dorrpark22, thanks for reaching out to us and a warm welcome to the Virgin Media forums.

I'm sorry to hear about the issues with the service on MS Teams 😞
I've had a look and I cannot see any fault in the area affecting the service.

May I ask if it is only MS teams which is causing the issue on the laptop?
Is there any other app or device which is causing issues?
May I ask how you are connected? Is it through Wi-Fi?
If so, are you able to try a wired connection and see if the issue persists?

Let us know.

Kind regards,
Ilyas.

[dorrpark22]

Hi,

I have tried wired and wireless, its a small house, my other half is also struggling on a different laptop and different company. MS Teams seems to be affected for both of us but maybe thats because its more obvious when audio stops. I have had the occassional BBC i-player glitch but its teams which seems to be hit every day. ( I work from home and never had these problems before.) See a snapshot from teams audio call health, 55% packet loss.

Any advice appreciated, I read other users on these forums with similar problems, some mentioned allowing security settings for chat and social media but cant find where this is set. Don't know if its hub3 only. Can I get a new Hub...? Is 4,5 better?

[dorrpark22]

Seems problem is also in Cisco Teleconferencing suite I had almost 99% packet loss on a call just now.

[Chetankattarmal]

Virgin Media is living in denial here. They aren't able to understand that whenever someone goes on Microsoft Teams call their hub 3 recycles automatically and someone's productivity is affected.

Anyone with Virgini Media and Hub 3 from my office complaints about this same situation