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Re: Skype for Business calls dropping on Gigabit service

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Frequent Visitor

Re: Skype for Business calls dropping on Gigabit service

I am having the same problems as well.
Just recently updated gigabyte internet and now I cant keep skype online for work.

 

My skype for bussiness cant stay in conf, it disconnects..

Screen sharing disconnects constantly too.

Voice goes to poor single warning..

 

I logged in to check my signales as mentioned above.

Not sure if this helps any but here is my stats..

 

Not sure what to do, I was considering buying my own modem and router but I dont want to go blow 400.00 if it wont help with this issue.

I called comcast but I am not sure they know exacly yet either since this is such a new service.

 

Any help would be greatly apprictaed.

Thanks

 

Channel Bonding Value
Index
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
Lock Status
Locked
NotLocked
NotLocked
NotLocked
NotLocked
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
519000000
       
495000000
501000000
507000000
513000000
525000000
531000000
537000000
543000000
549000000
555000000
561000000
567000000
573000000
579000000
585000000
591000000
597000000
603000000
609000000
615000000
621000000
627000000
633000000
639000000
SNR
38.983261
       
38.983261
38.605377
38.983261
38.983261
38.605377
38.983261
38.983261
38.983261
38.605377
38.605377
38.605377
38.605377
38.983261
38.983261
38.605377
38.605377
38.605377
38.605377
38.605377
38.605377
38.605377
37.636276
38.605377
37.636276
Power Level
2.200001
       
0.799999
1.099998
1.599998
1.900002
2.200001
1.799999
1.700001
1.400002
0.900002
0.200001
0.299999
0.700001
0.900002
1.400002
2.099998
2.000000
2.599998
3.000000
2.400002
1.900002
1.400002
0.500000
0.200001
0.200001
Modulation
QAM256
UNSUPPORTED
UNSUPPORTED
UNSUPPORTED
UNSUPPORTED
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
Upstream
Channel Bonding Value
Index
1
2
3
4
Lock Status
ACTIVE
ACTIVE
ACTIVE
ACTIVE
Frequency
23700000
17300000
30100000
36500000
Symbol Rate
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
Power Level
38.020599
38.520599
38.020599
38.020599
Modulation
64QAM
8QAM
64QAM
64QAM
Channel Type
US_TYPE_STDMA
US_TYPE_STDMA
US_TYPE_STDMA
US_TYPE_STDMA
CM Error Codewords
Unerrored Codewords
5900
559030611
559030611
559030611
559030611
5900
5900
5901
5901
5901
5901
5901
5901
5900
5900
5900
5900
5900
5912
5912
5913
5913
5913
5913
5913
5913
5913
5913
5913
Correctable Codewords
0
3735936685
3735936685
3735936685
3735936685
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Uncorrectable Codewords
0
3735936685
3735936685
3735936685
3735936685

 

Expert

Re: Skype for Business calls dropping on Gigabit service

The stats are fine. Is this with a WiFi connection ? If so, for a test, does a computer hardwired directly to the gateway device with an ethernet cable have the same problem ?



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Frequent Visitor

Re: Skype for Business calls dropping on Gigabit service

Tried it, no luck.

Same problem as before.
With or without hardwire.

Having a tech check the line for problems just incase there something on the line.

I read some info about a type of amplifier but I got nothing plugged in here.
But I don't know about the poll or any other place in the line where such a device can be.

But I am trying to eliminate as much as possible.. I may have to downgrade if this is a issue with gigabit service.
Expert

Re: Skype for Business calls dropping on Gigabit service

Your signal stats are such that an amp isn't necessary. And many times they hurt more than they help. Garbage in = even more garbage out. Yes you should have a tech out to sweep your lines for noise ingress.



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Frequent Visitor

Re: Skype for Business calls dropping on Gigabit service

I had a tech out, he improved the single.
Changed a filter etc but he was unable to resolve this issue.

Skype is still constantly resetting.
I use my cell phone and tether it and it stops but then switch it back to the gigabite connection and it ma back.

He said he will ask a supervisor to see what they think but the problem is still occurring.
Frequent Visitor

Re: Skype for Business calls dropping on Gigabit service

So today I got a chance to hook up a hardwired laptop.

Speeds are awful.
http://speedtest.xfinity.com/results/JDDCUL0RC8YF675

I also tested my mobile Iphone I7 sitting right next to the router and again speeds are awful as well.
https://imagebin.ca/v/3quTtpuL3qNj

My hardware is newer, these speeds now gotten actully worse.

Even though the singels looked better I guess the speed is getting worse.

Still waiting on the supervisor call.
Frequent Visitor

Re: Skype for Business calls dropping on Gigabit service

Ok, so solved the speed issue.

Resetting the modem solved it but I been off and on the phone with Comcast for about a week now and the issue is still occurring.

Upon my last call I talked to a rep who seemed to understand what I was fully talking about so now I am tying to remove the xb6 modem from this equation.

Upon some research I discovered the the arris xb6 actually uses the intel puma chipset.. either 6 or 7.. both have some known issues so I decided to just remove the entire thing and replace it with a new modem that does not contain puma chipsets. This landed me on the sb8200 which is based on a broadband chipset.

I got a few ping plotter pro trends I been working on. If they pan out I will post them if I can detect what the problem is. Primary just sending packets to the dns.
Icmp does not seem to be reliable enough to catch the spikes.

I just purchased the arris surfboard sb8200 and had it connected to Comcast and directly connected a laptop too it.

I online chatted with a rep and had them add the modem to the Comcast network. I am now waiting on it to connect and allow access. It may take a few hours so I plan to try again a little later.

Hoping this is what the issue is.

I will report status as I find out more
Frequent Visitor

Re: Skype for Business calls dropping on Gigabit service

Here is my resolotion.
Replaced my Comcast default Arris XB6 Combo unit with one that did not contain the Intel Puma chipset.. (I am convinced both 6 and 7 are plaged with issues)
 
My new equipment is now..
Modem: Arris Surfboard SB8200 (broadcom chipset based not INTEL PUMA!) - this solved the issue but I needed to add a router so I could support more devices.
I tested this alone with a direct connection right into the laptop for a few hours and the problem was non exsistent.

Router: Netgear AC 1900
Since I needed wifi and had several other devices to connect, I did need to also purchase a router, I could not find any good Docis 3.1 combo router/modems  around so I just bite the bullet and bought each component and connected them together with a cat5e cablle. $400.00 =/
 

I now am able to use my work VPN along with Skype for Bussiness no problem all day (about 9) using the comcast gigabyte service.
At this point I am considering the issue solved.
 
I hope this helps others.
 
Expert

Re: Skype for Business calls dropping on Gigabit service

Thanks for posting the outcome. Glad you got it figured out ! 



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Authorized Vendor

Re: Skype for Business calls dropping on Gigabit service

I am glad the SB8200 helped out here Smiley Happy

-------------------------------------
Network Engineer, IP Engineer, Docsis..; the views expressed on this post are mine and do not necessarily reflect the views of my employer..

Gamer.. Living the dream one catastrophe at a time Smiley Happy ..
New Poster

Re: Skype for Business calls dropping on Gigabit service

Should I request COMCAST replace my modem?  I too am having Skype for business calls drop when I use the Gigabit network with and XB6 modem.  Using the same PC with a much slower ATT service, it works fine.  Comcast has already replaced the XB6 modem once, and that was a challenging experience.  The first tech sent me a replacement that was only DOCSIS 3.0 compliant.  When I got the replacement XB6, the Skype dropped calls returned.  Keep in mind, I have already worked with our IT department, reimaged my pc, and still have the issue but only when I use my home COMCAST Gigabit service.

Thanks in advance for any response.