Virgin Media Community

[emellodew]

I seem to keep getting issues in Teams with the calls breaking up and my voice and video freezing.

Here is the BQM for today, there seems to be quite a few dropped packets.

I rebooted the SuperHub 4.0 at 16:00. I have added all the details that I can, and there are lots of repeating entry in the Network Log.

Could somebody please advise what my next steps should be.

Thx

3.0 Downstream channels

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

4	435000000	-4.5	38.6	QAM256	4
1	411000000	-4.8	37.6	QAM256	1
2	419000000	-4.5	38.6	QAM256	2
3	427000000	-4.6	38.6	QAM256	3
5	443000000	-3.9	39	QAM256	5
6	451000000	-4	38.6	QAM256	6
7	459000000	-4.2	38.6	QAM256	7
8	467000000	-3.8	38.6	QAM256	8
9	475000000	-4.2	39	QAM256	9
10	483000000	-4.3	39	QAM256	10
11	491000000	-4.1	38.6	QAM256	11
12	499000000	-4.1	39	QAM256	12
13	507000000	-4.3	38.6	QAM256	13
14	515000000	-4.4	38.6	QAM256	14
15	523000000	-3.9	38.6	QAM256	15
16	531000000	-4.1	38.6	QAM256	16
17	539000000	-4.2	38.6	QAM256	17
18	547000000	-4	38.6	QAM256	18
19	555000000	-3.6	39	QAM256	19
20	563000000	-4	39	QAM256	20
21	571000000	-3.6	39	QAM256	21
22	579000000	-3.4	38.6	QAM256	22
23	587000000	-3.6	38.6	QAM256	23
24	595000000	-3.7	38.6	QAM256	24
25	603000000	-4	39	QAM256	25
26	611000000	-4.1	39	QAM256	26
27	619000000	-4.4	39	QAM256	27
28	627000000	-4.5	39	QAM256	28
29	635000000	-4.8	38.6	QAM256	29
30	643000000	-4.5	39	QAM256	30
31	651000000	-5	38.6	QAM256	31

3.0 Downstream channels

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

4	Locked	38.605377	27085	16221
1	Locked	37.636276	221	0
2	Locked	38.605377	532	0
3	Locked	38.605377	3411	0
5	Locked	38.983261	157	0
6	Locked	38.605377	574	0
7	Locked	38.605377	660	0
8	Locked	38.605377	1543	0
9	Locked	38.983261	108	0
10	Locked	38.983261	526	0
11	Locked	38.605377	608	0
12	Locked	38.983261	10	0
13	Locked	38.605377	10	0
14	Locked	38.605377	8	0
15	Locked	38.605377	10	0
16	Locked	38.605377	19	0
17	Locked	38.605377	17	0
18	Locked	38.605377	20	0
19	Locked	38.983261	16	0
20	Locked	38.983261	9	0
21	Locked	38.983261	16	0
22	Locked	38.605377	23	0
23	Locked	38.605377	22	0
24	Locked	38.605377	23	0
25	Locked	38.983261	39	0
26	Locked	38.983261	35	0
27	Locked	38.983261	32	0
28	Locked	38.983261	44	0
29	Locked	38.605377	54	0
30	Locked	38.983261	53	0
31	Locked	38.605377	46	0

[John_GS]

Hi @emellodew

Thanks for posting and welcome to the community. 

I am sorry to hear of the broadband issues. Let me get this sorted for you.

From running a fault diagnostic on the system it's stating the following; We've identified your modem has been rebooting itself for several days. Can you check that the coax cables are connected securely to the Virgin Media equipment, any splitters (standard and powered) and to the wall socket.

Let me know how you get on. 

Kind regards,

[emellodew]

Thanks John,

Yes you are correct, the router has been turned off nearly ever day since the start of last week.  I can confirm that the cables are firmly connected.

The router is in modem only mode.

We started seeing intermittent issues about two weeks ago with Teams complaining of my network causing performance problems.  Last week it started getting really bad with recipients complaining.  I can solve it for, a while by rebooting the modem, which I have been doing every working day since last Wednesday.

Ed

[emellodew]

Added a link to the live monitor:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9ff4942b0340ae0b8b714835edcb719ee5e6a49b

[Emily_G · Accepted solution]

Thanks for the update.

We've booked the next engineer appointment for you using the forum information.

Please check the details of this and reschedule if needed on your online account.

Thanks, Emily.