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jonwebbuk
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Sound dropouts during Skype and WebEx calls, speed check etc all OK. Wired connection so not WiFi.

I've been struggling with work calls via Skype and Webex for some time now (have had to revert to using mobile), every now and then I loose the sound for a few seconds, sometimes the VPN gets dropped and has to relink but mostly just the sound / video freezing.  Ive run speed check and that is all OK 90+ Down, 20 Up, and most of the time line quality checks are saying no dropped packets and low jitter but they do show spikes.  Below is the output from the last 24hrs of broadband quality check and it is clearly showing some issues.

anyone got any suggestions on how I get this fixed.

I tried the online chat and once the AI failed I got left hanging for over an hour so gave up.

 

any help really appreciated as I'm getting close to the point of having to change providers.

 

Jon

 

295a9263b33d91668be485e02f54a03ca077c716-13-10-2020.png

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MikeRobbo
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Alessandro Volta
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Message 2 of 21
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Re: Sound dropouts during Skype and WebEx calls, speed check etc all OK. Wired connection so not WiFi.

How are you testing your speed, Wi-Fi or ethernet cable connected device?

What is your contracted speed ?

What speed do you get at >> speedtest.net << using a direct connection using a Cat 5E/6 cable between the Hub in Router Mode and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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jonwebbuk
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Re: Sound dropouts during Skype and WebEx calls, speed check etc all OK. Wired connection so not WiFi.

Thanks for the prompt response.


I have been checking from the desk I work at which is wired via 2 switches (AirPort Extreme and basic TP Link 8 port - think the TP Link is on 100Mbps).
Speedtest results at desk are: 11ms, 93.53Mbps down, 20.48Mbps up

If I wire direct into the router I get 14, 172.47, 20.68 (not tested as sole user as I can't kick the kids of WiFi as they have online classes)

Worth pointing out I have VM Hub in Modem mode and I use a Synology RT2600ac Router.

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jonwebbuk
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Message 4 of 21
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Re: Sound dropouts during Skype and WebEx calls, speed check etc all OK. Wired connection so not WiFi.

Sorry failed to answer the contracted speed question I am on the M200 package, the problem is not raw speed but stability.

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MikeRobbo
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Alessandro Volta
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Message 5 of 21
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Re: Sound dropouts during Skype and WebEx calls, speed check etc all OK. Wired connection so not WiFi.

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 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.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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jonwebbuk
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Re: Sound dropouts during Skype and WebEx calls, speed check etc all OK. Wired connection so not WiFi.

Downstream bonded channels

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

1419000000840256 qam32
22030000006.540256 qam9
32110000006.440256 qam10
42190000006.140256 qam11
52270000006.340256 qam12
62350000006.440256 qam13
72430000006.140256 qam14
82510000006.440256 qam15
92590000006.540256 qam16
102670000006.640256 qam17
112750000006.640256 qam18
122830000006.940256 qam19
13291000000740256 qam20
142990000007.440256 qam21
153070000007.540256 qam22
163150000007.640256 qam23
173230000007.840256 qam24
183630000008.140256 qam25
193710000008.340256 qam26
203790000008.340256 qam27
213870000008.440256 qam28
223950000008.440256 qam29
234030000008.440256 qam30
244110000008.340256 qam31



Downstream bonded channels

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

1Locked40.960
2Locked40.350
3Locked40.960
4Locked40.950
5Locked40.930
6Locked40.360
7Locked40.360
8Locked40.340
9Locked40.350
10Locked40.370
11Locked40.340
12Locked40.950
13Locked40.360
14Locked40.940
15Locked40.940
16Locked40.950
17Locked40.900
18Locked40.900
19Locked40.950
20Locked40.970
21Locked40.340
22Locked40.9150
23Locked40.9100
24Locked40.940

 

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jonwebbuk
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Re: Sound dropouts during Skype and WebEx calls, speed check etc all OK. Wired connection so not WiFi.

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1537000003.05512064 qam10
2393999913.05512064 qam12
3462000003.05512064 qam11
4602999983.05512064 qam9


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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jonwebbuk
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Message 8 of 21
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Re: Sound dropouts during Skype and WebEx calls, speed check etc all OK. Wired connection so not WiFi.

Network Log

Time Priority Description

12/10/2020 08:23:13noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/10/2020 10:40:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2020 11:12:15noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2020 11:12:15ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 19:28:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2020 16:13:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2020 00:57:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/10/2020 18:17:39noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/10/2020 18:17:39ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/10/2020 11:11:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2020 12:34:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2020 09:14:2noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2020 09:14:2ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2020 23:32:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2020 14:21:19noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2020 14:21:19ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/09/2020 04:22:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/09/2020 07:45:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/09/2020 06:56:30noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/09/2020 06:56:30ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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MikeRobbo
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Alessandro Volta
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Message 9 of 21
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Re: Sound dropouts during Skype and WebEx calls, speed check etc all OK. Wired connection so not WiFi.

Although I can't find a published figure for the minimum power level on the Upstream Channels I feel that yours are too low.

Perhaps one of the DOCSIS experts can comment.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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DJ_Shadow1966
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Message 10 of 21
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Re: Sound dropouts during Skype and WebEx calls, speed check etc all OK. Wired connection so not WiFi.

Hello

Had a look at https://community.virginmedia.com/t5/Forum-Archive/POWER-LEVELS-amp-SNR-A-TECHNICAL-PRIMER-updated-O... and yes they are a little low.

I have escalated to the VM forum team, one of the VM staff will be along in this thread to resolve it for you.

Regards Mike

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