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Poor voice line on voip when working from home.

Since working from home using 3CX for calls, the caller reports broken audio. This is on a laptop that works fine in the office. The speed at home for data is good and the wifi connection is strong. I am connecting directly to the Hub 3.0. I am not subscribe to the vigin media landline.

Is there some sort of port forwarding needed?
Does VM do something different with voice packets that are not fully supported?
Ultimately is there anything I can do?

Thanks.

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Alessandro Volta
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Message 2 of 13
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Re: Poor voice line on voip when working from home.

What are the calls like if you connect the laptop to the Hub with a Cat 5E or Cat 6 ethernet cable ?

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: Poor voice line on voip when working from home.

Thank you for your reply.

I have not tried connecting directly to the hub yet. Office is in the next room to the Hub. Will try this after shift today when i can disconnect things without issue. Ill update when I have tried this.

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Message 4 of 13
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Re: Poor voice line on voip when working from home.

I have tested on cat 5E to Hub and line still breaks up on the outbound voice. loosing about 0.5 seconds every 5 seconds or so, although sometimes every other second. The inbound voice is still clear. Double checked the mic with voice recorder and is clear.

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Message 5 of 13
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Re: Poor voice line on voip when working from home.

Are you using the built in microphone or a plug in ?

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 6 of 13
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Re: Poor voice line on voip when working from home.

Using a wired headset to the laptop. I have tried an alternative headset.

Something else I tried last night was using 3CX on work mobile phone and calling personal mobile. Same thing happened when connected to the WiFi. Turning it off and using 4G the line cleared up.

I do use Virgin for my mobile too and did recently get a message about using WiFi for voice calls at home. Could this be the source of the interference on the 3CX line? I did turn this off on my personal phone when testing but I imagine the service is still running on the line.

Thank you again for taking the time to follow up with me.

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Alessandro Volta
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Message 7 of 13
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Re: Poor voice line on voip when working from home.

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 8 of 13
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Re: Poor voice line on voip when working from home.

As requested:

My BQM 

Downstream bonded channels

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

117100000010.540256 qam5
213900000011.140256 qam1
314700000010.440256 qam2
415500000010.940256 qam3
516300000010.340256 qam4
617900000010.140256 qam6
71870000001040256 qam7
81950000001040256 qam8
92030000009.640256 qam9
102110000009.540256 qam10
112190000009.140256 qam11
12227000000940256 qam12
132350000008.540256 qam13
142430000008.540256 qam14
152510000008.340256 qam15
162590000008.340256 qam16
172670000008.140256 qam17
182750000008.540256 qam18
192830000008.540256 qam19
202910000008.940256 qam20
212990000008.638256 qam21
22307000000940256 qam22
233150000008.640256 qam23
243230000009.340256 qam24

 

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Re: Poor voice line on voip when working from home.

Downstream bonded channels

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

1Locked40.9290
2Locked40.3160
3Locked40.9220
4Locked40.92025
5Locked40.9270
6Locked40.9350
7Locked40.9340
8Locked40.9220
9Locked40.3210
10Locked40.3360
11Locked40.3690
12Locked40.31120
13Locked40.31830
14Locked40.32440
15Locked40.34300
16Locked40.35200
17Locked40.35600
18Locked40.36670
19Locked40.39330
20Locked40.99470
21Locked38.912830
22Locked40.312400
23Locked40.312810
24Locked40.314230

 

Upstream bonded channels

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

15369999334512064 qam2
23940003432512064 qam4
34620000432.5512064 qam3
46029996934512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0010

 

Network Log

Time Priority Description

20/10/2020 15:13:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 09:12:0noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 06:12:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 03:12:58noticeSW download Successful - Via NMS
20/10/2020 03:10:35noticeSW Download INIT - Via NMS
20/10/2020 00:48:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 00:23:35ErrorSW Upgrade Failed Before Download - Server not Present
20/10/2020 00:22:49noticeSW Download INIT - Via NMS
19/10/2020 06:11:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2020 13:26:4noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2020 13:26:4ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 17:11:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 12:24:14noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 13:18:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 08:02:43noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 22:46:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 16:49:54noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 10 of 13
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Re: Poor voice line on voip when working from home.

Several of your Downstream Power Levels are at or above max and will require an engineer to put them right.

You can either phone in (08:00 is the best time) or wait on here for a few days (6 to 7 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo