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Poor calls with Zoom, Skype, Facebook messenger...

Hi,

recently over the last couple of week we've been having issue with poor call quality with multiple services (Zoom, Facebook messenger, Skype, Facetime).

Our connection is normally working fine at getting around the 200MB we pay for, yet recently we can't use these services. On zoom we get told no one can hear what we say properly, on Facebook messenger the picture they get is terrible... and so on. We get "connection issue" warning messages, call disconnect etc.

These issue happen repeatedly, including on a direct Ethernet connection so it's not a wifi issue. When switching the exact same devices to tether to a phone 4G, call work like magic, so not a device/software issue from our side.

This only leave Virgin Media!

I've also notice that we seem to get random wifi disconnection for a short amount of time...

Our connection has always been stellar until now, when it is critical as we work from home during the lockdown and not having these calls working is a real issue.

Thank in advance for your help, here are some logs below if they help.

Kind regards, stay safe.

 

 

Downstream bonded channels



Downstream bonded channels

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

1Locked37.31212425
2Locked36.6827140276275
3Locked36.6334922123370
4Locked36.624656056470
5Locked36.62254152274
6Locked37.31088331
7Locked37.356071
8Locked37.340010
9Locked37.318540
10Locked37.69430
11Locked37.64780
12Locked37.32370
13Locked37.61170
14Locked37.3950
15Locked37.61060
16Locked37.31430
17Locked37.31290
18Locked37.31120
19Locked38.6640
20Locked37.6690
21Locked38.6800
22Locked38.61080
23Locked38.61110
24Locked38.6740

 

 
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1536999835.05512064 qam4
2274000004.9512064 qam3
3358000344.9512064 qam2
4457999964.95512064 qam1


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





Network logs:

10/05/2020 14:38:49noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2020 20:15:19noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxl20016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2020 20:15:19ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2020 19:16:20ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2020 18:21:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2020 18:17:23ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2020 18:15:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2020 12:23:41ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2020 05:04:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/05/2020 12:48:57ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2020 20:30:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2020 12:09:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2020 19:33:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2020 12:54:33criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2020 12:54:33criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2020 04:10:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2020 17:47:5noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2020 17:41:25Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:10:3Warning!ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:09:37criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0
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jbrennand
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Re: Poor calls with Zoom, Skype, Facebook messenger...

Channels 1-7 looking iffy - too many PostRS errors and a few too many T3 timeouts in a short timeframe. Often indicates you have noise on the connection.
To double check, reboot the Hub and look to see that all error counts have reset to 0. Then check every hour or so to see if they start to reappear.
A VM person should pick this up - perhaps tomorrow - to confirm.
I would also try a new Cat6 ethernet cable in case an old one is "failing".

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Poor calls with Zoom, Skype, Facebook messenger...

Thanks!
I've rebooted a few times...

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jbrennand
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Re: Poor calls with Zoom, Skype, Facebook messenger...

If the numbers you posted are after a recent reboot and they had reset properly to 0, then you definitely are going to need a VM Tech to investigate.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Poor calls with Zoom, Skype, Facebook messenger...

Seems better now? I rebooted yesterday after the post

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

1Locked37.6200
2Locked36.6196760
3Locked36.322380
4Locked36.61540
5Locked36.3500
6Locked36.6570
7Locked37.3460
8Locked37.3340
9Locked37.3390
10Locked37.3340
11Locked37.6210
12Locked37.3200
13Locked37.6130
14Locked37.6130
15Locked37.6220
16Locked37.3270
17Locked37.3240
18Locked37.6150
19Locked37.690
20Locked37.6100
21Locked38.6110
22Locked38.6250
23Locked38.6210
24Locked38.9260
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