Menu
Reply
MirginVedia
  • 21
  • 0
  • 1
On our wavelength
617 Views
Message 1 of 12
Flag for a moderator

Unstable connection, dropping video calls

Hi all,

Been having issues for months, and getting to the end of my tether with frequent messages on video conferencing tools unstable connection, dropped sound and connections. I'd love some help!

Here's my details:

Cable Modem StatusItemStatusCommentsAcquired Downstream Channel (Hz)
187000000
Locked
Ranged Upstream Channel (Hz)
60300049
Locked
Provisioning State
Online

 

Downstream bonded channels

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

1187000000036256 qam7
21950000000.237256 qam8
3203000000137256 qam9
42110000000.737256 qam10
52190000000.737256 qam11
62270000000.437256 qam12
72350000000.237256 qam13
8243000000037256 qam14
9251000000-0.237256 qam15
10259000000-0.437256 qam16
11267000000-0.538256 qam17
12275000000-137256 qam18
13283000000-1.238256 qam19
14291000000-1.537256 qam20
15299000000-1.237256 qam21
16307000000-1.238256 qam22
17315000000-1.238256 qam23
18323000000-1.538256 qam24
19379000000-238256 qam25
20387000000-238256 qam26
21395000000-2.238256 qam27
22403000000-2.238256 qam28
23411000000-238256 qam29
24419000000-2.738256 qam30

 

 

0 Kudos
Reply
MirginVedia
  • 21
  • 0
  • 1
On our wavelength
616 Views
Message 2 of 12
Flag for a moderator

Re: Unstable connection, dropping video calls

And these too:

 

 

Downstream bonded channels

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

1Locked36.62502302
2Locked37.31778340
3Locked37.61956263
4Locked37.625666502
5Locked37.3182912337
6Locked37.31401356212
7Locked37.3243535782846
8Locked37.314370
9Locked37.68380
10Locked37.67949
11Locked38.68970
12Locked37.611310
13Locked38.613910
14Locked37.610150
15Locked37.676613
16Locked38.68490
17Locked38.914270
18Locked38.9187015
19Locked38.910250
20Locked38.98310
21Locked38.69830
22Locked38.98930
23Locked38.66730
24Locked38.6103920

 

Upstream bonded channels

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

1603000494.375512064 qam1
2462000034.225512064 qam3
3537000614.3512064 qam2
4394000844.15512064 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-rtsl10016u+voc-b.cm



Primary Downstream Service Flow

SFID163526
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID163525
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 

 

0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.93K
Alessandro Volta
607 Views
Message 3 of 12
Flag for a moderator

Re: Unstable connection, dropping video calls

Are you using a Wi-Fi or ethernet cable connected device when the problem occurs ?


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
0 Kudos
Reply
MirginVedia
  • 21
  • 0
  • 1
On our wavelength
593 Views
Message 4 of 12
Flag for a moderator

Re: Unstable connection, dropping video calls

Wi-Fi. 

0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.93K
Alessandro Volta
590 Views
Message 5 of 12
Flag for a moderator

Re: Unstable connection, dropping video calls

Have you tried an ethernet cable connected device ?

VM Hubs are renowned for their poor Wi-Fi, and at the best of times Wi-Fi is a fickle beast that can be affected by numerous things such as distance from the Hub,  building construction, other electronic devices, neighbouring Wi-Fi, basically all sorts.

VM supply to the Hub, after the Hub it is up to you.

Many on here, myself included advocate the use of a third party Gigabit capable Wi-Fi router or Mesh system.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
0 Kudos
Reply
carl_pearce
  • 4.73K
  • 402
  • 706
Superstar
514 Views
Message 6 of 12
Flag for a moderator

Re: Unstable connection, dropping video calls

I think it may be a large number of 'Pre RS' (Errors on the line that need correcting) and 'Post RS' (Errors on the line that couldn't be corrected) Errors on some of the channels which point to an issue.

When was the last time the HUB was rebooted?

MirginVedia
  • 21
  • 0
  • 1
On our wavelength
441 Views
Message 7 of 12
Flag for a moderator

Re: Unstable connection, dropping video calls

I'll give it a go thanks, I need to buy a dongle to connect a cable to my laptop, but it sounds sensible. It's pretty terrible though re: Wifi, I can literally be sitting directly in front of it when these issues occur, is it really that bad?
0 Kudos
Reply
MirginVedia
  • 21
  • 0
  • 1
On our wavelength
441 Views
Message 8 of 12
Flag for a moderator

Re: Unstable connection, dropping video calls

Hi thanks for the message,

I'm not sure what Pre and Post RS errors are. Are these things I have any control over or can raise with Virgin?

The last reboot was about 2-3 weeks ago. Does rebooting help with the errors?
0 Kudos
Reply
carl_pearce
  • 4.73K
  • 402
  • 706
Superstar
431 Views
Message 9 of 12
Flag for a moderator

Re: Unstable connection, dropping video calls


@MirginVedia wrote:
Hi thanks for the message,

I'm not sure what Pre and Post RS errors are. Are these things I have any control over or can raise with Virgin?

The last reboot was about 2-3 weeks ago. Does rebooting help with the errors?

Downstream bonded channels

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

1Locked36.62502302
2Locked37.31778340
3Locked37.61956263
4Locked37.625666502
5Locked37.3182912337
6Locked37.31401356212
7Locked37.3243535782846
8Locked37.314370
9Locked37.68380
10Locked37.67949
11Locked38.68970
12Locked37.611310
13Locked38.613910
14Locked37.610150
15Locked37.676613
16Locked38.68490
17Locked38.914270
18Locked38.9187015
19Locked38.910250
20Locked38.98310
21Locked38.69830
22Locked38.98930
23Locked38.66730
24Locked38.6103920

 

You posted them already.

These errors relate to errors found with the data coming into your HUB (Pre RS Errors). The HUB attempts to correct them, however if it can't you see Post RS Errors.

The fact that some of your downstream channels have 1000's of them within a 2 - 3 week period means there could be an issue with your line that needs further investigation.

When rebooting the HUB the error count should reset back to zero, however they will start building back up again when they occur.

0 Kudos
Reply
jbrennand
  • 20.48K
  • 2.18K
  • 3.61K
Very Insightful Person
Very Insightful Person
416 Views
Message 10 of 12
Flag for a moderator

Re: Unstable connection, dropping video calls

Reboot again (switch it off for 10 mins) and then look in to check the errors have all reset to 0

--------------------
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.
0 Kudos
Reply