Forum Discussion

Dave54321's avatar
Dave54321
On our wavelength
7 months ago

Internet frequently disconnecting when using RAS

Hi

I have been advised by my work IT to contact Virgin about this. I work from home and connect to a RAS. I very recently got a replacement router due to a fault on the previous one, and shortly after that I have started having connection issues when connected to a RAS. All my personal devices are fine, it's just the RAS (work laptop) that keeps disconnecting. Can this be investigated, please?

Thanks


  • Dave54321 wrote:

    Hi

    I have been advised by my work IT to contact Virgin about this. I work from home and connect to a RAS. I very recently got a replacement router due to a fault on the previous one, and shortly after that I have started having connection issues when connected to a RAS. All my personal devices are fine, it's just the RAS (work laptop) that keeps disconnecting. Can this be investigated, please?

    Thanks


    Hello,

    Hi,

    I'm experiencing a similar issue. After replacing my router, my work laptop frequently disconnects when connected to a RAS, while my personal devices work fine. My IT department suggested contacting Virgin to investigate this problem. Any help would be appreciated.

    Best regards,

    florence023

  • Thanks for reaching out to us Dave54321, and welcome back to our Community Forums, and we're sorry to hear of the issues with the connection to RAS.

    I'm not personally familiar with RAS - can you confirm if this is related to a VPN you use to connect to your workplaces network?

    Thanks

    David_Bn

    • Dave54321's avatar
      Dave54321
      On our wavelength

      Hi David - Yes - RAS just means Remote Access Service, and it does go through a VPN. I also have a colleague who is with Virgin also currently impacted. It remains connected via ethernet but drops frequently through wi-fi.

      • David_Bn's avatar
        David_Bn
        Forum Team

        Thanks for confirming Dave54321.

        We would have to advise that if this relates to an issue with a VPN, this would need to be raised with either the IT department at work, or to the administrators of the VPN you're using.

        Thanks,

        David_Bn

  • Client62's avatar
    Client62
    Alessandro Volta

    Try with the VM Hub in Modem mode and just the RAS work laptop cable connected.

    If the RAS laptop works in this configuration, a 3rd party router may well be the solution.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    I'm afraid you will have to solve this without help from VM, because 

    1. They don't provide support for VPNs like your RAS 

    2. They don't provide support for third party equipment like your laptop. 

    So you'll have to follow the advice from other users on here. 

  • Client62's avatar
    Client62
    Alessandro Volta

    I notice in this thread that a change of VM Hub is mentioned.  
    By chance the replacement a VM Hub 5 that has Smart Security ENABLED in the VM Connect app ?

    For any VPN I'd be looking for Smart Security DISABLED to avoid DNS redirection & blocking of DoT / DoH.

    Also in the VM Online account have Child Safe DISABLED and Virus Safe DISABLED,
    both are capable of DNS redirection resulting in VPN failure.

    Half duplex Wi-Fi also can play havoc with some VPNs, so use a network cable direct to the VM Hub.

  • Adduxi's avatar
    Adduxi
    Very Insightful Person

    Yes, I would agree except the OP says it all works over ethernet, as does every other device in the household.  I can't see it being the Router per se?

    • Dave54321's avatar
      Dave54321
      On our wavelength

      Every other device works over wi-fi and does not disconnect. According to my IT Team the issue is with how the RAS is handled over wi-fi. It is something that started happening after I changed the hub. I do understand you believe it is likely NOT anything to do with the hub change and that this is likely pure coincidence (as with the other person who raised exactly the same issue). Thanks again. I'll go back to my IT team again. I'll come back when I have more info from IT that may be useful.

      • Adduxi's avatar
        Adduxi
        Very Insightful Person

        Can you please advise which Hub you are using, as this may have a bearing on the Wifi issue.