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gmccullen11
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10 Messages

Thursday, March 25th, 2021 3:35 PM

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Zoom/Teams/WebEx Audio cuts out randomley

Over the last month during Video conferences my Audio will cutout for 5 to 10 seconds several times during a meeting. This happens across all my devices (Windows OS, Chromebooks and IOS/Android) when using Microsoft Team, Zoom and WebEx. Its happen if they are hardwired to the Comcast router or Wifi. I'm only using Comcast equipment and have rebooted the router multiple times. 

Question

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Updated 

3 years ago

1.3K

13

MNtundraRET

Gold Problem Solver

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5.9K Messages

3 years ago

I have used all 3 with few problems. It might be from RF interference in your home/location used.

Do you have fast enough broadband to handle all devices in your location?

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EG

Expert

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104.5K Messages

3 years ago

What do the modem's signal stats look like ? Try getting them here; http://192.168.100.1 or here http://10.0.0.1


Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

What is the exact make and model number of the modem ?

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gmccullen11

New Poster

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10 Messages

3 years ago

Model TG4482A. Updated my service and router back in Jan from 300 (its worked fine with 300 surprisingly) to 600MB. 

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EG

Expert

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104.5K Messages

3 years ago

Those are good / in spec so far. Please post the balance of the downstream channels.

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gmccullen11

New Poster

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10 Messages

3 years ago

Power Level
1.700001
1.099998
1.200001
1.700001
1.700001
1.500000
1.099998
1.400002
1.900002
2.200001
2.099998
1.900002
2.000000
2.000000
2.000000
1.900002
1.700001
1.599998
1.000000
0.500000
0.099998
-0.400002
-1.599998
-3.099998
-4.400002
-4.900002
-4.000000
-3.299999
-3.000000
-1.700001
-1.799999
NA

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EG

Expert

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104.5K Messages

3 years ago

Please show the all important SNR numbers as well.

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gmccullen11

New Poster

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10 Messages

3 years ago

Index
13
10
11
12
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21
22
23
24
25
26
27
28
29
30
31
32
34
35
36
37
38
39
40
41
33
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
525000000
507000000
513000000
519000000
531000000
537000000
543000000
549000000
555000000
561000000
567000000
573000000
579000000
585000000
591000000
597000000
603000000
609000000
615000000
621000000
627000000
633000000
639000000
645000000
651000000
657000000
663000000
669000000
675000000
681000000
687000000
695800000
SNR
40.946209
40.946209
40.366287
40.946209
40.366287
40.946209
40.366287
40.366287
39.854763
40.366287
40.366287
40.366287
40.366287
38.605377
40.366287
40.366287
40.366287
40.366287
40.366287
40.946209
40.946209
40.946209
40.366287
40.366287
38.983261
40.366287
40.366287
38.983261
40.366287
38.983261
38.605377
NA
Power Level
1.000000
0.400002
0.500000
1.099998
1.000000
0.799999
0.500000
0.599998
1.000000
1.200001
1.000000
0.900002
1.000000
1.200001
1.200001
1.000000
0.900002
0.500000
0.299999
0.299999
0.299999
0.200001
0.200001
-0.299999
-0.599998
-0.799999
-0.500000
-0.799999
-1.500000
-0.900002
-1.500000
NA
Modulation
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
OFDM

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XfinityAmira

Official Employee

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3.5K Messages

Hello @gmccullen11, thanks for reaching out about the troubles you have been experiencing with your audio connection. Having video calls throughout the day for my job as well, I definitely understand the importance of hearing everything that was discussed in those meetings. I also get how inconvenient and frustrating this must be, and my team absolutely wants to assist you with getting this fixed. Please send us a private chat message for further assistance.

 

To send us a Private Chat Message, select the message icon in the top right corner and then search for Xfinity support. With our new Xfinity support chat, you do not need to input the name of a person. Just select Xfinity support and you will be able to speak with the next available specialist.

 

Thank you @EG for escalating! 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

EG

Expert

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104.5K Messages

3 years ago

Everything is good. Perhaps there is noise ingress into the line(s) /  an upstream channel-return path impairment somewhere.

There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.


I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !

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gmccullen11

New Poster

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10 Messages

3 years ago

Something to include. When it happen i see the network resource drop. Its been a huge problem today. Seems like every 10min its happening. 

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XfinityGabriel

Official Employee

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1.5K Messages

Yikes! We can surely help with this and research the service issue further. I apologize for this experience. We will do all that we can to get this fixed in a timely manner. To research this further, please send us a private message with your name and address so we can ensure we are working on the correct account.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

gmccullen11

New Poster

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10 Messages

How do i reply in private

3 years ago

0

XfinityGabriel

Official Employee

 • 

1.5K Messages

Great question. You can send us a PM by clicking the chat icon located in the top right corner on your forums page when signed in. Once there, you can search for "Xfinity Support" to compose your direct message.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

gmccullen11

New Poster

 • 

10 Messages

3 years ago

Thank you for the help. I posted my info on the chat. This morning was pretty bad cutting out for a few seconds every 2 min between 11:30 and 12 EST.

 

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XfinityGabriel

Official Employee

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1.5K Messages

Thanks for confirming this for me and for your patience, George. It is a pleasure to meet you! As a customer myself, I understand the importance of having your internet services working correctly. Can you tell me if you have checked if you are experiencing the same issue while connecting hardwired directly to the modem?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

gmccullen11

New Poster

 • 

10 Messages

3 years ago

Yes, I was hardwired all day today and most days but I did test both.

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user_aab0c8

Visitor

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1 Message

3 years ago

Yes, this has happened to me also every day, throughout the day, for the past 5 weeks. I don't think the answer lies in the equipment, set-up, router/modem location, or peak hours. I also only use Xfinity equipment, and it was set-up by an Xfinity technician. I've talked to customer service, and they said relocating the router wouldn't help anything since my apartment is so small it should give great service no matter the location. I've also tried hardwiring and wireless, and the issue is the same. It also happens at all hours, even when I'm the only person using the internet in my apartment and early in the morning (e.g., 7 A.M.) when the overall traffic in the apartment building would likely be lower. Please share anything that you've found that helps. 

(edited)

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CCMorgan

Gold Problem Solver

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3.3K Messages

Hi, . Sorry to hear that you're experiencing a similar situation with your connection. We want to help! Feel free to create your own post with a summary of your situation/experience and we will be happy to help from there. If you're familiar with posting your signal levels from your modem logs, that would help too. Thanks!

I no longer work for Comcast

3 years ago

0

user_16fc3d

Visitor

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1 Message

Hello All,

I was upgraded to 1 gig service 2 years ago however, the modem could not handle this speed.  I never experienced an issue until now and have been utilizing video calls for 3 years now.

Yesterday, xFinity came out to replace my cable modem to a newer style Modem that can handle the higher speeds and, I now am experiencing this problem which is an indication that a setting on the Cable Modem is the issue.....

3 years ago

0

EG

Expert

 • 

104.5K Messages

3 years ago

This really should be taken to another separate thread for the second poster.

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