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emellodew
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Poor quality on VOIP and Teams

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

Screenshot 2021-02-09 at 16.54.11.png

3.0 Downstream channels

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

4435000000-4.538.6QAM2564
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3427000000-4.638.6QAM2563
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10483000000-4.339QAM25610
11491000000-4.138.6QAM25611
12499000000-4.139QAM25612
13507000000-4.338.6QAM25613
14515000000-4.438.6QAM25614
15523000000-3.938.6QAM25615
16531000000-4.138.6QAM25616
17539000000-4.238.6QAM25617
18547000000-438.6QAM25618
19555000000-3.639QAM25619
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21571000000-3.639QAM25621
22579000000-3.438.6QAM25622
23587000000-3.638.6QAM25623
24595000000-3.738.6QAM25624
25603000000-439QAM25625
26611000000-4.139QAM25626
27619000000-4.439QAM25627
28627000000-4.539QAM25628
29635000000-4.838.6QAM25629
30643000000-4.539QAM25630
31651000000-538.6QAM25631

 

3.0 Downstream channels

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

4Locked38.6053772708516221
1Locked37.6362762210
2Locked38.6053775320
3Locked38.60537734110
5Locked38.9832611570
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31Locked38.605377460

 

Screenshot 2021-02-09 at 16.58.25.png
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John_GS
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Re: Poor quality on VOIP and Teams

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,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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emellodew
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Re: Poor quality on VOIP and Teams

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

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emellodew
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Re: Poor quality on VOIP and Teams

Added a link to the live monitor:

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

 

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Emily_G
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Re: Poor quality on VOIP and Teams

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.