Got no internet sound when I try to use my work's virtual private network.
Got no internet sound when I try to use my work's virtual private network.
I have an ongoing issue that I can't seem to wrap my head around. I do not have audio during real time communication when taking calls at work. The only time audio works is in Teams, however audio seems to struggle in a group teams session too. I've had my ISP come out many times. They tell me everything looks fine, lost count of how many times they have swapped out my modem and router. I have a standard modem and a router pod. I can not get them to check the cables/wiring as their equipment is not throwing any errors. ISP is saying it could be my work's VPN that is causing the disconnect. My work IT department has tried many different things to troubleshoot and nothing has worked. They feel it is my ISP as out of all the users who take calls, there are only 2 (which includes myself) that have the most issues and we both have the same ISP. I am at a loss and need some guidance or recommendations. I have shown my ISP the event log from the modem. After doing research myself on the event logs and showing my IT department, it appears there is a connection loss or power loss somewhere in the cables. My ISP said that the event logs have nothing to do with the internet, it serves more like a support for the modem. Can someone please explain this? Is there truth to this or is there more that my ISP is not telling me? I have screenshots of the event logs from my modem. I can't make any changes on the modem myself either. The screenshots don't seem to be loading...here is what I'm getting only event log. 06/05/2023 03:11 68010600 6 "DHCP Renew - lease parameters UTC Time Offset modified;CM-MAC=5c:e3:0e:72:84:49;CMTS-MAC=00:5f:86:92:ca:b1;CM-QOS=1.1;CM-VER=3.1;" 06/05/2023 03:11 68010300 4 "DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=5c:e3:0e:72:84:49;CMTS-MAC=00:5f:86:92:ca:b1;CM-QOS=1.1;CM-VER=3.1;" 06/02/2023 15:11 2436694061 5 "Dynamic Range Window violation" 06/02/2023 15:11 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=5c:e3:0e:72:84:49;CMTS-MAC=00:5f:86:92:ca:b1;CM-QOS=1.1;CM-VER=3.1;" 06/02/2023 15:11 2436694061 5 "Dynamic Range Window violation" 06/02/2023 15:11 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=5c:e3:0e:72:84:49;CMTS-MAC=00:5f:86:92:ca:b1;CM-QOS=1.1;CM-VER=3.1;" 06/02/2023 15:11 67061600 6 "DS profile assignment change. DS Chan ID: 33; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=5c:e3:0e:72:84:49;CMTS-MAC=00:5f:86:92:ca:b1;CM-QOS=1.1;CM-VER=3.1;" 06/02/2023 15:11 67061600 6 "DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=5c:e3:0e:72:84:49;CMTS-MAC=00:5f:86:92:ca:b1;CM-QOS=1.1;CM-VER=3.1;" 06/02/2023 15:11 73040100 6 "TLV-11 - unrecognized OID;CM-MAC=5c:e3:0e:72:84:49;CMTS-MAC=00:5f:86:92:ca:b1;CM-QOS=1.1;CM-VER=3.1;" 06/02/2023 15:11 66010100 4 "Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=5c:e3:0e:72:84:49;CMTS-MAC=00:5f:86:92:ca:b1;CM-QOS=1.1;CM-VER=3.1;" 06/02/2023 15:11 66010100 4 "Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=5c:e3:0e:72:84:49;CMTS-MAC=00:5f:86:92:ca:b1;CM-QOS=1.1;CM-VER=3.1;" 06/02/2023 15:11 68000300 5 "DHCP WARNING - Non-critical field invalid in response ;CM-MAC=5c:e3:0e:72:84:49;CMTS-MAC=00:5f:86:92:ca:b1;CM-QOS=1.1;CM-VER=3.1;" 01/01/1970 00:00 2436694066 6 "Honoring MDD; IP provisioning mode = IPv4" 01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=5c:e3:0e:72:84:49;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;" 05/24/2023 07:48 84000500 3 "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=5c:e3:0e:72:84:49;CMTS-MAC=00:5f:86:92:ca:b1;CM-QOS=1.1;CM-VER=3.1;" 01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=5c:e3:0e:72:84:49;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;" 05/17/2023 10:04 84000500 3 "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=5c:e3:0e:72:84:49;CMTS-MAC=00:5f:86:92:ca:b1;CM-QOS=1.1;CM-VER=3.1;" 01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=5c:e3:0e:72:84:49;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;" 05/11/2023 15:00 84000500 3 "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=5c:e3:0e:72:84:49;CMTS-MAC=00:5f:86:92:ca:b1;CM-QOS=1.1;CM-VER=3.1;" 01/01/1970 00:02 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=5c:e3:0e:72:84:49;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;" 01/01/1970 00:01 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=5c:e3:0e:72:84:49;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;" 01/01/1970 00:01 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=5c:e3:0e:72:84:49;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;" 03/25/2023 08:26 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=5c:e3:0e:72:84:49;CMTS-MAC=00:01:5c:b3:30:4b;CM-QOS=1.1;CM-VER=3.1;" 03/25/2023 08:26 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=5c:e3:0e:72:84:49;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;" 03/25/2023 08:26 84000200 3 "SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=5c:e3:0e:72:84:49;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;" 03/25/2023 08:26 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=5c:e3:0e:72:84:49;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;" 03/25/2023 09:25 68000100 3 "DHCP FAILED - Discover sent, no offer received;CM-MAC=5c:e3:0e:72:84:49;CMTS-MAC=00:01:5c:b3:30:4b;CM-QOS=1.1;CM-VER=3.1;" 03/25/2023 09:25 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=5c:e3:0e:72:84:49;CMTS-MAC=00:01:5c:b3:30:4b;CM-QOS=1.1;CM-VER=3.1;" 03/25/2023 09:25 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=5c:e3:0e:72:84:49;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;" 03/25/2023 09:20 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=5c:e3:0e:72:84:49;CMTS-MAC=00:5f:86:92:b0:ed;CM-QOS=1.1;CM-VER=3.1;" 03/25/2023 09:20 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=5c:e3:0e:72:84:49;CMTS-MAC=00:5f:86:92:b0:ed;CM-QOS=1.1;CM-VER=3.1;" 03/25/2023 09:19 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=5c:e3:0e:72:84:49;CMTS-MAC=00:5f:86:92:b0:ed;CM-QOS=1.1;CM-VER=3.1;" 03/25/2023 09:19 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=5c:e3:0e:72:84:49;CMTS-MAC=00:5f:86:92:b0:ed;CM-QOS=1.1;CM-VER=3.1;" 03/25/2023 09:19 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=5c:e3:0e:72:84:49;CMTS-MAC=00:5f:86:92:b0:ed;CM-QOS=1.1;CM-VER=3.1;" 03/25/2023 09:19 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=5c:e3:0e:72:84:49;CMTS-MAC=00:5f:86:92:b0:ed;CM-QOS=1.1;CM-VER=3.1;" 03/25/2023 09:19 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=5c:e3:0e:72:84:49;CMTS-MAC=00:5f:86:92:b0:ed;CM-QOS=1.1;CM-VER=3.1;" 03/25/2023 09:19 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=5c:e3:0e:72:84:49;CMTS-MAC=00:5f:86:92:b0:ed;CM-QOS=1.1;CM-VER=3.1;" 03/25/2023 09:18 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=5c:e3:0e:72:84:49;CMTS-MAC=00:5f:86:92:b0:ed;CM-QOS=1.1;CM-VER=3.1;" 03/25/2023 09:18 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=5c:e3:0e:72:84:49;CMTS-MAC=00:5f:86:92:b0:ed;CM-QOS=1.1;CM-VER=3.1;" 03/15/2023 10:16 84000500 3 "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=5c:e3:0e:72:84:49;CMTS-MAC=00:5f:86:92:b0:ed;CM-QOS=1.1;CM-VER=3.1;"
You will need to dig a bit deeper into how things work. The sync errors are bad, which could stop all your traffic from going through and might even shut down your VPN. It won't just be about audio; getting audio through a VPN can be tricky anyway. Check if the audio app shows any error messages. VoIP apps often have trouble picking the right ports for their voice channels. These connections are set up in the data stream, but when you have firewalls or things like NAT, you need special help to open them up. This is kind of like UPnP for games, though RTP protocols usually need very different support from your firewall. It might not be this problem, so you should troubleshoot more carefully. HOWEVER, first make sure you aren't losing the entire connection because of these sync errors. Sync issues happen with the ISP equipment, but it's common to see them right after a modem turns on and then they disappear later.
I don't get any errors within the phone software when the audio cuts out or when there is no audio. My internet connection works fine other than the audio when taking live phone calls. Could it be something is happening within the coax cable? Is the event log showing there is drop in connections? I am not sure what else I can do to troubleshoot, any suggestions would be appreciated. My ISP told me my modem is working fine.
The coax cable, modem, and router don't know about audio. Plus, when you use a VPN, they can't even see the real traffic. Everything looks like encrypted stuff going to the same IP address. You are not getting enough sync errors to trigger a full reboot of your modem, but every time you see that message, you lose data. There should be another screen showing how strong your signal is, how many errors there are, and how many packets were okay or bad for each channel... though this might depend on the exact modem you have. Your ISP is an idiot. Technically the "modem" is fine; it's just having trouble talking to the ISP gear in the head end. That means the sync and no ranging responses are happening. These are like a fancy ping command used by the modem to keep the session alive with the ISP equipment. It could be a cable problem, but it is likely outside your house. You can check that all your connections inside your house are tight and don't have water or dirt in them. If you see signal levels issues on your modem, try connecting the modem closer to where the cable comes into the house. Bad cables or splitters could cause this even though it's not likely. Sync errors can also be caused by an issue with the head end equipment. It would usually affect your neighbors too. Basically, you are very limited on what you can test; almost everything is outside your house.
Is this what you mean? Here is the procedure status. Channel 615000000 Hz is locked and connected. The system is running smoothly. Configuration file is set up correctly. Security features are on and network access permits data flow to the BPI+ DOCSIS network.
We have bonded several channels for downstream use. Here are the details:
Channel ID 615000000 Hz: Locked, Modulation QAM256, Power 2.7 dBmV, SNR/MER of 39.4 dB, no errors.
Channel ID 525000000 Hz: Locked, Modulation QAM256, Power 5.0 dBmV, SNR/MER of 39.8 dB, no errors.
Channel ID 531000000 Hz: Locked, Modulation QAM256, Power 4.6 dBmV, SNR/MER of 39.6 dB, no errors.
And many more channels following this pattern with varying power levels but all locked and error-free.
For upstream connections, we also have bonded SC-QAM channels. These are configured on different frequencies like 28.8 MHz, 35.2 MHz, etc., with high SNR values of 43 to 47 dBmV and no errors detected. The current time is Mon Jun 5 10:34:48 2023.
Thanks for asking! How can I prove to my internet company that something is wrong at their side? Can I get a specialist technician who knows about lines instead of an ordinary helper? I asked for a line tech, but they gave me the regular person instead.