New Poster
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10 Messages
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.
MNtundraRET
Gold Problem Solver
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5.9K Messages
4 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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106.9K Messages
4 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
4 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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106.9K Messages
4 years ago
Those are good / in spec so far. Please post the balance of the downstream channels.
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gmccullen11
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10 Messages
4 years ago
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EG
Expert
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106.9K Messages
4 years ago
Please show the all important SNR numbers as well.
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gmccullen11
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10 Messages
4 years ago
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EG
Expert
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106.9K Messages
4 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
4 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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gmccullen11
New Poster
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10 Messages
4 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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gmccullen11
New Poster
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10 Messages
4 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
4 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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EG
Expert
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106.9K Messages
4 years ago
This really should be taken to another separate thread for the second poster.
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