onderwerp Dropping video calls in Archief

Dropping video calls

angelo619 — Thu, 26 Sep 2024 09:56:20 GMT

Hi everyone, I recently switched to Ziggo and I have to say that the experience at the moment is not the best. First of all, even having the pod with the white LED (it should mean that the connection to the router is good) when I make video calls the connection always drops (I use amazon chime for work) even if during the dropping I'm still able to navigate. Another problem I encountered is that not all connected devices are shown in the router, if the device is connected to the pod it is not shown in the router as connected and therefore I cannot ping. I used to have KPN and never had this happen. How can I fix this? Especially the connection drops during video calls.

Re: Dropping video calls

Bert — Thu, 26 Sep 2024 10:20:15 GMT

Om je binnenkomend en uitgaand signaal te kunnen beoordelen, kun je hier uit je modem de volledige pagina's van downstream en upstream waarden plaatsen met een schermafbeelding en de laatste dagen Netwerk historie?

Waar vind ik de up- en downstreamwaardes van mijn modem?

https://community.ziggo.nl/t5/Tips-van-Ziggo/Waar-vind-ik-de-up-en-downstreamwaarden-van-mijn-modem/ba-p/695389

En kun je een foto hier plaatsen van de eerste plaats waar Ziggo je woning binnenkomt met eventuele splitters, versterkers en het modem op de foto?

Re: Dropping video calls

angelo619 — Fri, 27 Sep 2024 09:02:37 GMT

Hi Bert,
these are the logs:

Network Log

Time Priority Description

27-09-2024 10:48:08	notice	GUI Login Status - Login Success from LAN interface
27-09-2024 10:30:35	notice	GUI Login Status - Login Success from LAN interface
26-09-2024 11:30:45	notice	GUI Login Status - Login Success from LAN interface
25-09-2024 14:30:21	notice	GUI Login Status - Login Success from LAN interface
25-09-2024 14:17:20	notice	GUI Login Status - Login Success from LAN interface
24-09-2024 09:34:49	notice	REGISTRATION COMPLETE - Waiting for Operational status
24-09-2024 09:34:48	warning	TCS Partial Service;CM-MAC=9c:24:72:ca:50:e3;CMTS-MAC=00:01:5c:88:fe:47;CM-QOS=1.1;CM-VER=3.1;
24-09-2024 09:33:49	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=9c:24:72:ca:50:e3;CMTS-MAC=00:01:5c:88:fe:47;CM-QOS=1.1;CM-VER=3.1;
24-09-2024 09:33:48	notice	TLV-11 - unrecognized OID;CM-MAC=9c:24:72:ca:50:e3;CMTS-MAC=00:01:5c:88:fe:47;CM-QOS=1.1;CM-VER=3.1;
24-09-2024 09:33:36	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=9c:24:72:ca:50:e3;CMTS-MAC=00:01:5c:88:fe:47;CM-QOS=1.1;CM-VER=3.1;
24-09-2024 09:33:33	notice	Honoring MDD; IP provisioning mode = IPv4
24-09-2024 09:32:42	critical	Cable Modem Reboot because of - HW or Power-On Reset
24-09-2024 09:32:42	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=9c:24:72:ca:50:e3;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
18-09-2024 16:50:39	critical	16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=9c:24:72:ca:50:e3;CMTS-MAC=00:01:5c:88:fe:47;CM-QOS=1.1;CM-VER=3.1;
18-09-2024 16:50:39	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=9c:24:72:ca:50:e3;CMTS-MAC=00:01:5c:88:fe:47;CM-QOS=1.1;CM-VER=3.1;
18-09-2024 16:50:18	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:24:72:ca:50:e3;CMTS-MAC=00:01:5c:88:fe:47;CM-QOS=1.1;CM-VER=3.1;
10-09-2024 21:07:10	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=9c:24:72:ca:50:e3;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
10-09-2024 21:07:03	critical	No Ranging Response received - T3 time-out;CM-MAC=9c:24:72:ca:50:e3;CMTS-MAC=00:01:5c:88:fe:47;CM-QOS=1.1;CM-VER=3.1;
10-09-2024 21:06:57	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=9c:24:72:ca:50:e3;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
10-09-2024 21:06:55	critical	Cable Modem Reboot because of - DHCP Change From UI
10-09-2024 13:33:35	critical	No Ranging Response received - T3 time-out;CM-MAC=9c:24:72:ca:50:e3;CMTS-MAC=00:01:5c:88:fe:47;CM-QOS=1.1;CM-VER=3.1;
10-09-2024 13:33:29	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=9c:24:72:ca:50:e3;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
10-09-2024 13:33:27	critical	Cable Modem Reboot because of - DHCP Change From UI
10-09-2024 13:19:31	critical	No Ranging Response received - T3 time-out;CM-MAC=9c:24:72:ca:50:e3;CMTS-MAC=00:01:5c:88:fe:47;CM-QOS=1.1;CM-VER=3.1;
10-09-2024 13:19:30	critical	No Ranging Response received - T3 time-out;CM-MAC=9c:24:72:ca:50:e3;CMTS-MAC=00:01:5c:88:fe:47;CM-QOS=1.1;CM-VER=3.1;
10-09-2024 13:13:44	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=9c:24:72:ca:50:e3;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
10-09-2024 13:13:41	critical	Cable Modem Reboot because of - HW or Power-On Reset
10-09-2024 12:30:11	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:24:72:ca:50:e3;CMTS-MAC=00:01:5c:88:fe:47;CM-QOS=1.1;CM-VER=3.1;
10-09-2024 12:16:51	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=9c:24:72:ca:50:e3;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
10-09-2024 12:16:51	critical	Cable Modem Reboot because of - HW or Power-On Reset
10-09-2024 11:59:55	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=9c:24:72:ca:50:e3;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
10-09-2024 11:59:49	critical	No Ranging Response received - T3 time-out;CM-MAC=9c:24:72:ca:50:e3;CMTS-MAC=00:01:5c:88:fe:47;CM-QOS=1.1;CM-VER=3.1;
10-09-2024 11:59:42	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=9c:24:72:ca:50:e3;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
10-09-2024 11:59:40	critical	Cable Modem Reboot because of - DHCP Change From UI
10-09-2024 11:29:35	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=9c:24:72:ca:50:e3;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
10-09-2024 11:29:28	critical	No Ranging Response received - T3 time-out;CM-MAC=9c:24:72:ca:50:e3;CMTS-MAC=00:01:5c:88:fe:47;CM-QOS=1.1;CM-VER=3.1;
10-09-2024 11:29:22	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=9c:24:72:ca:50:e3;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Downstream:

3.0 Downstream channels

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

1	578000000	5.3	39	QAM 256	1
2	586000000	4.9	39	QAM 256	2
3	594000000	5.1	39	QAM 256	3
4	602000000	5.3	39	QAM 256	4
5	610000000	5.6	39	QAM 256	5
6	618000000	6.5	39	QAM 256	6
7	626000000	6.5	39	QAM 256	7
8	634000000	6.6	39	QAM 256	8
9	642000000	6.5	39	QAM 256	9
10	650000000	5.8	39	QAM 256	10
11	658000000	5.5	39	QAM 256	11
12	666000000	5.3	39	QAM 256	12
13	674000000	5.5	39	QAM 256	13
14	682000000	5.5	39	QAM 256	14
15	690000000	5.4	39	QAM 256	15
16	698000000	6.5	39	QAM 256	16
17	706000000	6.5	39	QAM 256	17
18	714000000	5.8	39	QAM 256	18
19	722000000	5.9	39	QAM 256	19
20	730000000	5.8	39	QAM 256	20
21	738000000	5.4	39	QAM 256	21
22	746000000	5.4	39	QAM 256	22
23	754000000	6.1	39	QAM 256	23
24	770000000	5.9	39	QAM 256	25
25	778000000	6.5	39	QAM 256	26
26	786000000	6.4	39	QAM 256	27
27	794000000	5.7	39	QAM 256	28
28	802000000	5.6	39	QAM 256	29
29	810000000	5.6	39	QAM 256	30
30	818000000	5.6	39	QAM 256	31
31	826000000	5.3	39	QAM 256	32

3.0 Downstream channels

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

1	Locked	39	160
2	Locked	39	188
3	Locked	39	162
4	Locked	39	167
5	Locked	39	177
6	Locked	39	158
7	Locked	39	163
8	Locked	39	168
9	Locked	39	165
10	Locked	39	178
11	Locked	39	180
12	Locked	39	203
13	Locked	39	202
14	Locked	39	193
15	Locked	39	197
16	Locked	39	178
17	Locked	39	202
18	Locked	39	197
19	Locked	39	211
20	Locked	39	214
21	Locked	39	231
22	Locked	39	214
23	Locked	39	208
24	Locked	39	208
25	Locked	39	208
26	Locked	39	222
27	Locked	39	231
28	Locked	39	243
29	Locked	39	214
30	Locked	39	219
31	Locked	39	235

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

168

3301

QAM 4096

368

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

Locked

4.4

4111631253

Upstream:

3.0 Upstream channels

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

0	58800000	56.8	5120	QAM 64	1
1	52000000	56.8	5120	QAM 64	2
2	45200000	56.8	5120	QAM 64	3
3	38400000	56.8	5120	QAM 64	4

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0

Status:

Cable Modem StatusItem Status TypeChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.0
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	4
DOCSIS 3.1 channels	1	1

I'll attach the connections pictures as soon i'll be at home.

Re: Dropping video calls

tt14111 — Fri, 27 Sep 2024 09:31:31 GMT

US Tx power is much too high, it should be <51 dBmV on ATDMA and <45 dBmV on OFDMA.

Re: Dropping video calls

Bert — Fri, 27 Sep 2024 11:42:29 GMT

And can you post a picture here of the first place where Ziggo enters your home with any splitters, amplifiers and the modem in the picture?

Re: Dropping video calls

angelo619 — Sun, 29 Sep 2024 15:46:59 GMT

I don't have splitters, the SmartWifi pod 6 is located on the first floor.

Re: Dropping video calls

Bert — Sun, 29 Sep 2024 15:52:52 GMT

This needs a breakdown technician: Kies de juiste monteur (ziggo.nl)

Follow the steps and there wil be a chat.

Please let us know here whether the appointment was successful.

Re: Dropping video calls

angelo619 — Sun, 29 Sep 2024 16:07:01 GMT

Hi Bert,

a technician has already come to my house for the installation, he replaced the plate on the wall with a new one.
What for the second question? As I said, not all connected devices are shown in the router, if the device is connected to the pod it is not shown in the router as connected and therefore I cannot ping. For example, I have a server connected to the lan of the SmartWifi pod, the server has a connections, I can RDP in it but is not shown in the router as a connected device and even if it has a fixed ip, i can't ping it.

Re: Dropping video calls

Bert — Sun, 29 Sep 2024 16:17:51 GMT

Your upstream is much too high, which will definitely cause problems with the internet connection, if that is not repaired, you can searching until you weigh an ounce.

Re: Dropping video calls

angelo619 — Sun, 29 Sep 2024 18:58:02 GMT

What does upstream have to do with devices not showing up in router and not being able to ping?
I'll try changing coax, maybe the upstream will improve. From what @tt14111 said, the value should be under <51 dBmV since I think my channel type is ATDMA and at the moment it is 56.8 dBmV, is this correct?

Re: Dropping video calls

Jos — Mon, 30 Sep 2024 12:58:12 GMT

@angelo619 thanks for visiting and posting on the Ziggo Community. Dropping calls is not great indeed.

I spot you have received the help you need from @Bert and @tt14111 about the network connection with the high upstream. If you need a hand on planning a technician, let me know!

To assist you on the wifi, is this your laptop that is not working great? Or are there more devices you notice a bad connection? Is this whole the time or specific moments? If you can pinpoint this, we can zoom in on this.

Re: Dropping video calls

angelo619 — Mon, 30 Sep 2024 13:37:30 GMT

Hi @Jos, the problem occurs randomly on both my laptop and my wife's laptop. I'll try to change the coaxial cable and see if the problem is solved otherwise I will ask for the intervention of a technician as suggested.

My second question concerns the devices that connect to the SmartWifi pod, these can navigate but do not appear in the list of connected devices on the router and therefore the ping does not work. For example, I have a server connected to the lan of the SmartWifi pod, the server has a connections, I can RDP in it but is not shown in the router as a connected device and even if it has a fixed ip, i can't ping it. Is there any solution to this problem? I don't think this is related to the upstream problem.

Re: Dropping video calls

Jos — Mon, 30 Sep 2024 13:56:15 GMT

Thanks for your reply. Are there also other streams impacted, other video conference software? Such as Ziggo GO or any other video based platform.

A device connected to the modem should appear in the SmartWifi app or in the 192.168.178.1 modem view, if not? Please explain what kind of device/server it is and who knows our experts here have a great solution for you!

Re: Dropping video calls

Gio2903 — Mon, 30 Sep 2024 21:08:56 GMT

a technician have to fix the high usTX. it's possible your cable is damaged outside, or something further in the ziggo network is not okay. eihter way, there is nothing you can do about it yourself

Re: Dropping video calls

Ryan — Thu, 03 Oct 2024 10:44:16 GMT

Hey @angelo619 We're a few days further. How is the situation going now? We'd love to hear from you.

Re: Dropping video calls

angelo619 — Thu, 03 Oct 2024 12:51:24 GMT

Hi @Ryan, even changing the cable that connects the router to the wall socket the values in the modem do not change. I would like to do a further test before calling the technician to be sure that the problem is not in my house.

My second problem is the ping between the connected devices. As I said, if a device connects to the router I can see it in the list of connected devices and therefore also ping it. If the device connects to the SmartWifi pod, either wirelessly or via ethernet cable, I do not see it in the list of connected devices and therefore I cannot ping it. Furthermore, if the device is not displayed among those connected I cannot even access it via network path. I have two Windows workstations, one of which is used as a server. In this server I have several shared folders that I could access via the second workstation without problems when I had the KPN devices for the connection. The workstation used as a server is connected to the SmartWifi pod's LAN and can access the internet but it is not listed among the connected devices in the router so I cannot ping it and the folders are no longer accessible from any of the PCs I have at home (second workstation or laptops I have). The second workstation is connected via WiFi to the router and is listed among the connected devices, in fact the ping to this workstartion works as well as access to the shared folders. Nothing has changed in terms of the configuration of the workstations or laptops in the house, the only thing that has changed are the devices that connect the various PCs, previously they were those provided by KPN (and everything worked correctly) and now those provided by Ziggo (and I have the problem I described).
What can I do to solve it? Is there any particular setting in the router to configure?

workstation connected via wifi to the router workstation connected to the SmartWifi pod's LAN

Re: Dropping video calls

angelo619 — Mon, 07 Oct 2024 08:42:27 GMT

After the third cable the values have changed, are they better or worse than before? I still have to try to see if the video calls continue to drop but for now at least something has changed in terms of values:

3.0 Downstream channels

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

1	594000000	10.4	39	QAM 256	3
2	578000000	10.2	39	QAM 256	1
3	586000000	10.2	39	QAM 256	2
4	602000000	10.5	39	QAM 256	4
5	610000000	10.6	39	QAM 256	5
6	618000000	10.7	39	QAM 256	6
7	626000000	10.7	39	QAM 256	7
8	634000000	10.7	39	QAM 256	8
9	642000000	10.7	39	QAM 256	9
10	650000000	10.6	39	QAM 256	10
11	658000000	10.7	39	QAM 256	11
12	666000000	10.5	39	QAM 256	12
13	674000000	10.5	39	QAM 256	13
14	682000000	10.4	39	QAM 256	14
15	690000000	10.2	39	QAM 256	15
16	698000000	10.2	39	QAM 256	16
17	706000000	10.2	39	QAM 256	17
18	714000000	10.3	39	QAM 256	18
19	722000000	10.5	39	QAM 256	19
20	730000000	10.6	39	QAM 256	20
21	738000000	10.6	39	QAM 256	21
22	746000000	10.7	39	QAM 256	22
23	754000000	10.7	39	QAM 256	23
24	770000000	10.5	39	QAM 256	25
25	778000000	10.6	39	QAM 256	26
26	786000000	10.6	39	QAM 256	27
27	794000000	10.8	39	QAM 256	28
28	802000000	10.8	39	QAM 256	29
29	810000000	10.8	39	QAM 256	30
30	818000000	10.7	39	QAM 256	31
31	826000000	10.6	39	QAM 256	32

3.0 Downstream channels

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

1	Locked	39	12
2	Locked	39	19
3	Locked	39	17
4	Locked	39	12
5	Locked	39	8
6	Locked	39	20
7	Locked	39	15
8	Locked	39	15
9	Locked	39	16
10	Locked	39	29
11	Locked	39	20
12	Locked	39	15
13	Locked	39	14
14	Locked	39	24
15	Locked	39	22
16	Locked	39	16
17	Locked	39	32
18	Locked	39	22
19	Locked	39	20
20	Locked	39	26
21	Locked	39	30
22	Locked	39	20
23	Locked	39	26
24	Locked	39	23
25	Locked	39	15
26	Locked	39	15
27	Locked	39	20
28	Locked	39	23
29	Locked	39	19
30	Locked	39	24
31	Locked	39	30

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

168

3301

QAM 4096

368

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

Locked

8.4

2198281125

3.0 Upstream channels

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

0	58800000	41.3	5120	QAM 64	1
1	52000000	41.3	5120	QAM 64	2
2	45200000	41.3	5120	QAM 64	3
3	38400000	41.3	5120	QAM 64	4

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0
1	ATDMA	0
2	ATDMA	1
3	ATDMA	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

35.5

QAM 64

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

OFDMA

300

74000000

Re: Dropping video calls

tt14111 — Mon, 07 Oct 2024 14:12:12 GMT

Upstream Tx is showing a major improvement over the values posted earlier, they are nearly perfect now.

Re: Dropping video calls

angelo619 — Wed, 09 Oct 2024 07:37:08 GMT

Thanks @tt14111, unfortunately video calls continue to drop and only using Amazon Chime. I contacted the Chime support to see what could be the problem since the connection itself doesn't drop.

I still have to solve the ping problem to the internal devices that are not reachable when connected to the SmartWifi pod.

Re: Dropping video calls

tt14111 — Wed, 09 Oct 2024 13:27:47 GMT

Could you disable all options except 'Firewall protection' for both IPv4 and IPv6 on the Advanced settings → Security → Firewall page?

Are you use that the device's internal IP address changes when it roams between the modem and the SmartWifi pod? This should not be the case, since the device's MAC address remains unchanged.