Vraag

Internet Throttling when on Video Call

  • 27 februari 2020
  • 43 reacties
  • 1274 keer bekeken

Hello all,

 

Sorry for the english everyone, recent expat from San Francisco, California! Hoping someone can help me with the below issue.

 

My wife and I both work from home and subscribe to the 250 mbit plan that Ziggo offers. Generally, when doing the Ziggo speedtest, we are able to obtain speeds close to 250 mbits. We notice that when we are video calls, the internet becomes unreliable, speeds start to drop and video and audio quality suffer. We now have to connect to our mobile phones hotspot (through vodafone) whenever on Video calls.

 

I’ve reached out to Ziggo multiple times and they mentioned that the signal coming to our modem is fine. Any reason why when we are on video calls the internet starts to deteriorate? Is it being throttled?

 

Any help would be much appreciated. Thanks everyone!

 

Mike


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43 Reacties

Reputatie 6
Badge +19

Hi and welcome @HolBals,

 

Just out of curiosity: What app do you use to video call? Any way you can fiddle around with its settings?

Hey! We use Zoom and we have tried turning off the ‘HD’ video setting to minimize bandwidth usage, but still no luck...

Can you place your downstream and upstream values from your modem with a screenshot and the latest date from the networklog?

Where can I find the up and downstream values of my modem?
https://community.ziggo.nl/deel-je-tip-91/waar-vind-ik-de-up-en-downstreamwaardes-van-mijn-modem-29212  

Can you place a photo here of the first place where Ziggo enters your house with any splitters and amplifiers in the photo?

Hello,

 

Below are my up and downstream values for my modem as well as the network log. Photo of the connection point is attached. Thanks so much for your help!

 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 730000000 4 37 256qam 17
2 610000000 6 37 256qam 2
3 618000000 6 37 256qam 3
4 626000000 7 37 256qam 4
5 634000000 6 37 256qam 5
6 642000000 6 37 256qam 6
7 650000000 6 37 256qam 7
8 658000000 6 37 256qam 8
9 666000000 5 37 256qam 9
10 674000000 4 36 256qam 10
11 682000000 4 37 256qam 11
12 690000000 4 37 256qam 12
13 698000000 4 37 256qam 13
14 706000000 5 37 256qam 14
15 714000000 5 37 256qam 15
16 722000000 5 36 256qam 16
17 602000000 6 37 256qam 1
18 738000000 4 36 256qam 18
19 746000000 3 36 256qam 19
20 754000000 3 36 256qam 20
21 762000000 3 36 256qam 21
22 770000000 3 36 256qam 22
23 778000000 3 36 256qam 23
24 786000000 3 36 256qam 24

 

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.636 5963957574 72
2 Locked 37.636 5961241892 41
3 Locked 37.636 5961252715 32
4 Locked 37.356 5961252729 12
5 Locked 37.636 5961253885 37
6 Locked 37.636 5961250328 36
7 Locked 37.356 5961253317 43
8 Locked 37.356 5961243501 39
9 Locked 37.636 5961254534 62
10 Locked 36.610 5961255651 128
11 Locked 37.356 5961256328 60
12 Locked 37.356 5961243874 90
13 Locked 37.636 5961256966 71
14 Locked 37.356 5961258529 45
15 Locked 37.636 5961246163 64
16 Locked 36.610 5961259160 69
17 Locked 37.636 5961260009 43
18 Locked 36.610 5961260712 96
19 Locked 36.387 5961259087 184
20 Locked 36.387 5961248108 159
21 Locked 36.610 5961260234 125
22 Locked 36.387 5961257836 140
23 Locked 36.610 5961262918 166
24 Locked 36.610 5961263807 141

 

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 28600000 43 2.560 64qam 12
2 57800000 43 5.120 64qam 7
3 31800000 42 2.560 64qam 11
4 37100000 43 5.120 16qam 10
5 44000000 43 5.120 64qam 9
6 50900000 43 5.120 64qam 8

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 2.0 0 0 3 0
2 2.0 0 0 4 0
3 2.0 0 0 3 0
4 2.0 0 0 2 0
5 2.0 0 0 2 0
6 2.0 0 0 0 0

 

Time Priority Description
28-02-2020 13:14:19 notice GUI Login Status - Login Sucess from LAN interface; client ip=[192.168.178.123];CM-MAC=34:2c:c4:cd:ed:8b;CMTS-MAC=00:17:10:91:63:89;CM-QOS=1.1;CM-VER=3.0;
28-02-2020 12:56:40 notice Illegal - Dropped FORWARD packet: SRC=2a04:4e42:0009:0000:0000:0000:0000:0760 MAC=17:10:91:63:89:86;CM-MAC=34:2c:c4:cd:ed:8b;CMTS-MAC=00:17:10:91:63:89;CM-QOS=1.1;CM-VER=3.0;
28-02-2020 10:54:16 critical No Ranging Response received - T3 time-out;CM-MAC=34:2c:c4:cd:ed:8b;CMTS-MAC=00:17:10:91:63:89;CM-QOS=1.1;CM-VER=3.0;
28-02-2020 10:48:59 notice Illegal - Dropped FORWARD packet: SRC=2a00:1450:400e:0804:0000:0000:0000:200a MAC=17:10:91:63:89:86;CM-MAC=34:2c:c4:cd:ed:8b;CMTS-MAC=00:17:10:91:63:89;CM-QOS=1.1;CM-VER=3.0;
28-02-2020 08:26:45 critical No Ranging Response received - T3 time-out;CM-MAC=34:2c:c4:cd:ed:8b;CMTS-MAC=00:17:10:91:63:89;CM-QOS=1.1;CM-VER=3.0;
28-02-2020 08:01:50 notice Illegal - Dropped FORWARD packet: SRC=2a04:4e42:0009:0000:0000:0000:0000:0760 MAC=17:10:91:63:89:86;CM-MAC=34:2c:c4:cd:ed:8b;CMTS-MAC=00:17:10:91:63:89;CM-QOS=1.1;CM-VER=3.0;
27-02-2020 20:32:36 critical No Ranging Response received - T3 time-out;CM-MAC=34:2c:c4:cd:ed:8b;CMTS-MAC=00:17:10:91:63:89;CM-QOS=1.1;CM-VER=3.0;
27-02-2020 16:52:57 notice Illegal - Dropped FORWARD packet: SRC=2a03:2880:f045:0019:face:b00c:0000:008e MAC=17:10:91:63:89:86;CM-MAC=34:2c:c4:cd:ed:8b;CMTS-MAC=00:17:10:91:63:89;CM-QOS=1.1;CM-VER=3.0;
27-02-2020 13:17:04 critical No Ranging Response received - T3 time-out;CM-MAC=34:2c:c4:cd:ed:8b;CMTS-MAC=00:17:10:91:63:89;CM-QOS=1.1;CM-VER=3.0;
27-02-2020 13:09:48 notice Illegal - Dropped FORWARD packet: SRC=2a04:4e42:0009:0000:0000:0000:0000:0760 MAC=17:10:91:63:89:86;CM-MAC=34:2c:c4:cd:ed:8b;CMTS-MAC=00:17:10:91:63:89;CM-QOS=1.1;CM-VER=3.0;
27-02-2020 12:00:51 critical No Ranging Response received - T3 time-out;CM-MAC=34:2c:c4:cd:ed:8b;CMTS-MAC=00:17:10:91:63:89;CM-QOS=1.1;CM-VER=3.0;
27-02-2020 11:33:59 notice Illegal - Dropped FORWARD packet: SRC=2a00:1450:400e:080e:0000:0000:0000:200a MAC=17:10:91:63:89:86;CM-MAC=34:2c:c4:cd:ed:8b;CMTS-MAC=00:17:10:91:63:89;CM-QOS=1.1;CM-VER=3.0;
27-02-2020 10:21:41 critical No Ranging Response received - T3 time-out;CM-MAC=34:2c:c4:cd:ed:8b;CMTS-MAC=00:17:10:91:63:89;CM-QOS=1.1;CM-VER=3.0;
27-02-2020 10:16:13 notice Illegal - Dropped FORWARD packet: SRC=2a03:2880:f006:0015:face:b00c:0000:0002 MAC=17:10:91:63:89:86;CM-MAC=34:2c:c4:cd:ed:8b;CMTS-MAC=00:17:10:91:63:89;CM-QOS=1.1;CM-VER=3.0;
27-02-2020 00:57:00 critical No Ranging Response received - T3 time-out;CM-MAC=34:2c:c4:cd:ed:8b;CMTS-MAC=00:17:10:91:63:89;CM-QOS=1.1;CM-VER=3.0;
27-02-2020 00:56:03 notice Illegal - Dropped FORWARD packet: SRC=2a00:1450:400e:0022:0000:0000:0000:0008 MAC=17:10:91:63:89:86;CM-MAC=34:2c:c4:cd:ed:8b;CMTS-MAC=00:17:10:91:63:89;CM-QOS=1.1;CM-VER=3.0;
27-02-2020 00:11:52 critical No Ranging Response received - T3 time-out;CM-MAC=34:2c:c4:cd:ed:8b;CMTS-MAC=00:17:10:91:63:89;CM-QOS=1.1;CM-VER=3.0;
26-02-2020 23:41:40 notice Illegal - Dropped FORWARD packet: SRC=2a00:1450:400e:0804:0000:0000:0000:200a MAC=17:10:91:63:89:86;CM-MAC=34:2c:c4:cd:ed:8b;CMTS-MAC=00:17:10:91:63:89;CM-QOS=1.1;CM-VER=3.0;
26-02-2020 23:37:27 critical No Ranging Response received - T3 time-out;CM-MAC=34:2c:c4:cd:ed:8b;CMTS-MAC=00:17:10:91:63:89;CM-QOS=1.1;CM-VER=3.0;
26-02-2020 23:29:52 notice Illegal - Dropped FORWARD packet: SRC=2a00:1450:400e:080d:0000:0000:0000:200e MAC=17:10:91:63:89:86;CM-MAC=34:2c:c4:cd:ed:8b;CMTS-MAC=00:17:10:91:63:89;CM-QOS=1.1;CM-VER=3.0;

 

 

I make sure that a Ziggo moderator comes by, they can look deep into the system and possibly see what is going on.

This is a customer help customer forum where Ziggo moderators come by almost every working day in every topic, now sooner.

Make sure your zip code and house number are entered in your Ziggo community profile, these are not publicly visible, then the correct data can be found immediately.

Sounds great and really appreciate the help. 

Reputatie 7

Hello @HolBals,

Welcome to the Community. Looking at the screenshots of the DOCSIS connection of your internet modem, the signals seem to be fine. The historic values from our network show that the signal was not okay. On february 26th this has been remedied by a mechanic.

What you do experience with video calls can no longer be related to bad coaxial signal. I have noticed that your modem is currently running on IPv6 DS Lite. Any service that requires an IPv4 connection will run it to an AFTR in our network (IPv4 over IPv6). Usually this is not a problem, but it could be that somehow this service is impacting Zoom. (We do not know if Zoom allows for IPv6 or is IPv4 only)

I will push your modem to IPv4 only and hope that this will remedy the issue. Your modem will reboot shortly and i hope you can test this soon.

Please let us know if this helped.

Hello,

 

Thanks for your help. As I have video calls this week, I’ll see how the performance is and report back. Thanks!

 

Mike

@Folkert Ziggo unfortunately my issue is still not fixed. While on video calls today, the internet would continue to drop. Any other ideas? If you need to look at specific times for internet activity, a good example would be from 8:30 - 9pm today (Monday).

 

Thanks,

 

Mike

Reputatie 7
Badge +8

@HolBals do you experience these drops as well on the same time via a other (not your home Ziggo connection) Internet connection?

Just to determine if this is a band-with issue on your particular part of the Ziggo network or somewhere more upstream / further away.  

Regards, Henno

Hey @Henno - When at my work office, my video calls work fine. Only when I’m at home on the Ziggo network, do my video calls experience bad lag and the internet completely dropping. 

 

We continue to use our mobile hot spot on Vodafone to make video calls but hoping I can get the Ziggo internet to work.

 

Thanks,

 

Mike

Reputatie 7
Badge +8

This seems like a band-with issue from the Ziggo network.

@Folkert Ziggo Kun jij hier naar laten kijken?

 

reg, Henno

I would suggest that this is not Zoom-specific as I have similar experience when running Microsoft Teams meetings.

Thanks @ferjan my wife uses both Microsoft Teams and Cisco Webex and has the same problem when using Ziggo at home.

I actually work at Microsoft, so happy to help troubleshoot the Teams part, for Webex and Zoom you are on your own ;-)

Reputatie 7
Badge +17

Even hardop meedenken. @Folkert Ziggo Wellicht heeft het modem een probleem met de upstream?

Ik zie afwijkende waarden op kanalen 1 en 3 (halve symbol rate) en op kanaal 4 (QAM).

Reputatie 7
Badge +8

@KBX458 goed gezien: die QAM van 16 klopt in ieder geval niet. De symbol rate klopt volgens mij wel bij een 6 kanaals upstream.

 

Reputatie 7
Badge +8

Thanks @ferjan my wife uses both Microsoft Teams and Cisco Webex and has the same problem when using Ziggo at home.

I use Teams video conferencing for work extensively and it should work without a hitch.

data from my modem:

 

 

 

Reputatie 7

Hi @HolBals, after the individual connection between your modem and our network has been optimized there seems to be an underlying issue regarding several upstream channels which doesn't just affect you, but the whole area. This will have to be investigated by our network management.

You can see this in your modem (as pointed out by @KBX458), several upstream channels are unable to lock the QAM 64 signal so they degrade to lower standards (QAM 16 and even QPSK at the moment). This is the same across all modems in your area for the affected frequencies.

 

In your case @ferjan there is some noise on one upstream channel, but not nearly as severe. You can tell because all of your US channels keep their QAM 64 status. It was worse a couple of days ago and you should notice an improvement since last thursday (Feb 27th), do you?

Hey @Mark Ziggo thanks for the detailed explanation and thanks @KBX458 and @Henno for helping out too!

 

@Mark Ziggo what do you suggest for next steps? What is the timeline for this to be investigated by Network Management?  

 

Thanks,

 

Mike

I’m not seeing any particular improvement over the last few days, Teams just randomly drops the connection once or twice every day even though all other internet connectivity remains fine

You may also wish to take the speedtest at dslreports.com, which can give you a score for bufferbloat. If it’s not very good, then your router could be to blame. I had these problems when using the Ziggo-supplied modem+router on its own. After putting their CPE in bridge mode and using my own router, the problem stopped.

Reputatie 7
Badge +17

@ferjan could you place a screenshot of the networkhistory from your modem and a photo of the AOP as well?