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Double NAT or other communication problem

KrayZt_UK
Tuning in

Hey,

I have been having troubles with my internet, what began as a seemingly intermittent and slow connection, eventually turned into complete inability for services to communicate with my networ.

I usually have a set up where my own router is hardwired into the SH4 in modem mode, and then my PC is hardwired into the router..
I have also tried using the PCC directly hardwired to the SH4 in both modem mode and in router mode.

When running a trace route in each of the possible set ups, I am faced with the same outcome..

a) SH4 Modem Mode > Router > PC:

Tracing route to virginmedia.com [213.105.9.24]
over a maximum of 30 hops:

1 1 ms <1 ms <1 ms 192.168.1.1
2 10 ms 8 ms 7 ms 10.53.38.241
3 15 ms 14 ms 11 ms sgyl-core-2b-xe-110-0.network.virginmedia.net [82.2.246.221]
4 * * * Request timed out.
5 22 ms 22 ms 19 ms know-dclcore-1a-port-channel1.network.virginmedia.net [62.254.85.18]
6 20 ms 20 ms 17 ms www.virginmedia.com [213.105.9.24]

Trace complete.


b) SH4 Route Mode > Router > PC:

Tracing route to virginmedia.com [213.105.9.24]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.1
2 1 ms 1 ms 1 ms 192.168.0.1
3 9 ms 7 ms 7 ms 10.53.38.241
4 14 ms 9 ms 11 ms sgyl-core-2b-xe-8118-0.network.virginmedia.net [81.97.48.29]
5 * * * Request timed out.
6 19 ms 19 ms 17 ms know-dclcore-1a-port-channel1.network.virginmedia.net [62.254.85.18]
7 16 ms 17 ms 18 ms www.virginmedia.com [213.105.9.24]

Trace complete.


c) SH4 Modem Mode > PC:

Tracing route to virginmedia.com [213.105.9.24]
over a maximum of 30 hops:

1 10 ms 9 ms 8 ms 10.53.38.241
2 14 ms 18 ms 11 ms sgyl-core-2b-xe-110-0.network.virginmedia.net [82.2.246.221]
3 * * * Request timed out.
4 20 ms 21 ms 21 ms know-dclcore-1a-port-channel1.network.virginmedia.net [62.254.85.18]
5 18 ms 20 ms 18 ms www.virginmedia.com [213.105.9.24]

Trace complete.


d) SH4 Router Mode > PC:

Tracing route to virginmedia.com [213.105.9.24]
over a maximum of 30 hops:

1 <1 ms 1 ms 1 ms 192.168.0.1
2 9 ms 8 ms 8 ms 10.53.38.241
3 11 ms 10 ms 8 ms sgyl-core-2b-xe-8118-0.network.virginmedia.net [81.97.48.29]
4 * * * Request timed out.
5 18 ms 17 ms 17 ms know-dclcore-1a-port-channel1.network.virginmedia.net [62.254.85.18]
6 17 ms 17 ms 19 ms www.virginmedia.com [213.105.9.24]

Trace complete.



...a technical support member of Ubisoft and elsewhere have told me that from the trace route it appears to be a Double NAT, whether it is or not, the outcome is the same as if it were... Services are unable to communicate with my network and vice versa, causing some things to entirely be unreachable, and others to intermittently disconnect due to a timeout..


I have no idea of anythiong else I can attempt myself, and telephone support at Virgin have been utterly useless and left me waiting for longer than they should have for a call back from somebody who would have the ability to help fix this..

20 REPLIES 20

post the Network, Upstream and Downstream logs from the hubs admin pages back here as text. 


*****
If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi

Tudor
Very Insightful Person
Very Insightful Person

Almost certain your WAN IP address changed when you upgraded to the Hub4.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

I take it you meant this info from Network Status in tools?

Cable Modem Status
Online
DOCSIS 3.1
Primary downstream channel
Locked
SC-QAM
DOCSIS 3.0 channels
31
4
DOCSIS 3.1 channels
1
0

 

3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 331000000 7.2 40.9 QAM256 25
1 139000000 4 40.9 QAM256 1
2 147000000 4.3 40.4 QAM256 2
3 155000000 4.5 40.9 QAM256 3
4 163000000 4.2 40.4 QAM256 4
5 171000000 4.4 40.4 QAM256 5
6 179000000 4.8 40.9 QAM256 6
7 187000000 5.2 40.9 QAM256 7
8 195000000 5.5 40.4 QAM256 8
9 203000000 5.7 40.4 QAM256 9
10 211000000 5.9 40.9 QAM256 10
11 219000000 6.1 40.9 QAM256 11
12 227000000 6.2 40.9 QAM256 12
13 235000000 6.2 40.4 QAM256 13
14 243000000 6.5 40.4 QAM256 14
15 251000000 6.4 40.4 QAM256 15
16 259000000 6.6 40.9 QAM256 16
17 267000000 6.7 40.4 QAM256 17
18 275000000 6.8 40.4 QAM256 18
19 283000000 6.7 40.4 QAM256 19
20 291000000 6.9 40.4 QAM256 20
21 299000000 7.5 40.4 QAM256 21
22 307000000 7.6 40.4 QAM256 22
23 315000000 7.5 40.4 QAM256 23
24 323000000 7.3 40.4 QAM256 24
26 339000000 7.5 40.4 QAM256 26
27 347000000 7.4 40.9 QAM256 27
28 355000000 7.2 40.9 QAM256 28
29 363000000 7.3 40.4 QAM256 29
30 371000000 7.4 40.4 QAM256 30
31 379000000 7.5 40.4 QAM256 31

3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 Locked 40.946209 0 0
1 Locked 40.946209 0 0
2 Locked 40.366287 0 0
3 Locked 40.946209 0 0
4 Locked 40.366287 0 0
5 Locked 40.366287 0 0
6 Locked 40.946209 0 0
7 Locked 40.946209 0 0
8 Locked 40.366287 0 0
9 Locked 40.366287 0 0
10 Locked 40.946209 0 0
11 Locked 40.946209 0 0
12 Locked 40.946209 0 0
13 Locked 40.366287 0 0
14 Locked 40.366287 0 0
15 Locked 40.366287 0 0
16 Locked 40.946209 0 0
17 Locked 40.366287 0 0
18 Locked 40.366287 0 0
19 Locked 40.366287 0 0
20 Locked 40.366287 0 0
21 Locked 40.366287 0 0
22 Locked 40.366287 0 0
23 Locked 40.366287 0 0
24 Locked 40.366287 0 0
26 Locked 40.366287 0 0
27 Locked 40.946209 0 0
28 Locked 40.946209 0 0
29 Locked 40.366287 0 0
30 Locked 40.366287 0 0
31 Locked 40.366287 0 0


@KrayZt_UK wrote:

I take it you meant this info from Network Status in tools?

Cable Modem Status
Online
DOCSIS 3.1
Primary downstream channel
Locked
SC-QAM
DOCSIS 3.0 channels
31
4
DOCSIS 3.1 channels
1
0

 


No.


*****
If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi

3.1 Downstream channels
Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159 96 4K 1880 QAM4096 759


3.1 Downstream channels
Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159 Locked 43 10.5 1394230 0

3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700000 42.8 5120 KSym/sec 64QAM 2
2 39400000 41.3 5120 KSym/sec 64QAM 4
3 46200000 41.8 5120 KSym/sec 64QAM 3
4 60300000 44.3 5120 KSym/sec 64QAM 1


3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 US_TYPE_STDMA 0 0 0 0
2 US_TYPE_STDMA 0 0 0 0
3 US_TYPE_STDMA 0 0 0 0
4 US_TYPE_STDMA 0 0 0 0

General Configuration
Network access
true
Maximum Number of CPEs
1
Baseline Privacy
true
DOCSIS Mode
3.1
Config file
cxv9873254k;fg87dsfd;kfoA,.iy


Primary Downstream Service Flow
SFID
13107
Max Traffic Rate
1200000450
Max Traffic Burst
42600
Min Traffic Rate
0


Primary Upstream Service Flow
SFID
13170
Max Traffic Rate
55000270
Max Traffic Burst
42600
Min Traffic Rate
0
Max Concatenated Burst
16320
Scheduling Type
bestEffort

Well the only Network, Downstream and Upstream information is what I sent.
Under Admin there is only this:

Standard specification compliant : DOCSIS 3.1
Hardware version : 11
Software version : 01.02.065.21.EURO.PC20(Open Source Information)
Cable MAC address : **:**:**:**:**:**
Cable modem serial number : ABAP12702380
System up time : 0 days 0h:56m:5s
Network access : Allowed
WAN IP settings
Your current Hub 4 internet settings are displayed below
MAC address : **:**:**:**:**:**
IPv4 address : [REMOVED]
Default gateway : 94.174.239.1
IPv4 lease time : 4 days 11h:41m:16s
IPv4 lease expire : 08/02/2022 00:36:10
IPv4 DNS servers : 194.168.4.100,194.168.8.100

 

[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

Got yet another response from Ubisoft support, having told them about how the "10.x.x.x" IP that appears is not a sign of a Double NAT situation...
Their response was, yet again...

Ubi-FragileEagle @Ubisoft Support wrote:03/02/2022 @ 17:41
Hello KrayZt_UK,

I have an update from the team for you.

It seems like your double nat is what is causing the issue.

In this case you would need to forward your ports to open them:

https://www.ubisoft.com/en-gb/help/connectivity-and-performance/article/setting-up-port-forwarding/0...

If you cannot do it on your own, you need to contact your ISP for further assitance.

If you have any more questions or need help, be sure to contact us again.

Best Regards,
Ubi-FragileEagle
Ubisoft Support


So, I really do need some actual help here, because i'm currently at an impasse 😕