Frequent connectivity dropout using GlobalProtect VPN

[maxwellhill]

I'm having a chronic issue with my work's VPN Global Protect but only while on my home network. Internet is generally pretty good around the house but my work laptop that uses GlobalProtect drops every 10-15 minutes, whether I am on Wifi or ethernet. It seems to be the upload that is most affected as sometimes I will freeze and lose audio on a video call but still be able to watch and hear teammates asking if i'm still there

It all works without issue on other networks so there's obviously some conflict with my home Virgin Media setup. I have tried turning off for 15 minutes, performed a hard reset etc all the classics to no avail.

[maxwellhill]

Router status

• Status
• Downstream
• Upstream
• Configuration
• Network Log

Refresh data

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	331000000	Locked
Ranged Upstream Channel (Hz)	36600044	Locked
Provisioning State	Online

[maxwellhill]

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	331000000	2.5	38	256 qam	25
2	139000000	2.5	36	256 qam	1
3	147000000	2.7	36	256 qam	2
4	155000000	3	37	256 qam	3
5	163000000	2.9	37	256 qam	4
6	171000000	2.9	37	256 qam	5
7	179000000	3	37	256 qam	6
8	187000000	2.9	37	256 qam	7
9	195000000	2.7	37	256 qam	8
10	203000000	2.9	37	256 qam	9
11	211000000	3.2	37	256 qam	10
12	219000000	3.5	38	256 qam	11
13	227000000	3	38	256 qam	12
14	235000000	3.2	38	256 qam	13
15	243000000	2.9	38	256 qam	14
16	251000000	2.5	38	256 qam	15
17	259000000	2.2	38	256 qam	16
18	339000000	2.2	38	256 qam	26
19	347000000	2	38	256 qam	27
20	355000000	2.4	38	256 qam	28
21	363000000	2.2	38	256 qam	29
22	371000000	2.2	38	256 qam	30
23	379000000	1.7	38	256 qam	31
24	387000000	1.7	38	256 qam	32

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.9	88	0
2	Locked	36.3	436	0
3	Locked	36.6	396	0
4	Locked	37.3	375	0
5	Locked	37.3	337	0
6	Locked	37.3	339	0
7	Locked	37.3	293	0
8	Locked	37.6	306	0
9	Locked	37.6	319	0
10	Locked	37.6	303	0
11	Locked	37.3	277	0
12	Locked	38.6	237	0
13	Locked	38.6	251	0
14	Locked	38.9	227	0
15	Locked	38.6	211	0
16	Locked	38.9	202	0
17	Locked	38.9	180	0
18	Locked	38.6	90	0
19	Locked	38.9	113	0
20	Locked	38.6	96	0
21	Locked	38.9	86	0
22	Locked	38.9	107	0
23	Locked	38.9	109	0
24	Locked	38.9	116	0

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	36600044	46.8	5120	64 qam	9
2	30100000	47	5120	16 qam	10
3	43100000	47.3	5120	64 qam	8
4	49600000	47.5	5120	64 qam	7
5	23600000	46.5	5120	64 qam	11

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	2	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0

[maxwellhill]

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt057-b.cm

Primary Downstream Service Flow

SFID	18200
Max Traffic Rate	143750047
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	18199
Max Traffic Rate	22000047
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

 

 

Log

Time Priority Description

10/09/2024 10:48:40	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2024 09:10:10	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2024 19:50:59	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Client62]

Members of the forum frequently report call quality issues with MS Teams.
Other conference call platforms see very few reported issues.

Please share the details from the Upstream and Downstream tabs,
these figures give us an insight into the quality of your connection to the VM Network.

[maxwellhill]

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	331000000	2.5	38	256 qam	25
2	171000000	2.7	37	256 qam	5
3	179000000	3	37	256 qam	6
4	187000000	2.9	37	256 qam	7
5	195000000	2.7	37	256 qam	8
6	203000000	2.7	37	256 qam	9
7	211000000	3.2	37	256 qam	10
8	219000000	3.5	38	256 qam	11
9	227000000	3	38	256 qam	12
10	235000000	3.2	38	256 qam	13
11	243000000	2.9	38	256 qam	14
12	251000000	2.5	38	256 qam	15
13	259000000	2.2	38	256 qam	16
14	267000000	2.7	38	256 qam	17
15	275000000	2.5	38	256 qam	18
16	283000000	2.9	38	256 qam	19
17	291000000	2.7	38	256 qam	20
18	299000000	3	38	256 qam	21
19	307000000	2.9	38	256 qam	22
20	315000000	2.5	38	256 qam	23
21	323000000	2.5	38	256 qam	24
22	339000000	2.2	38	256 qam	26
23	347000000	2	38	256 qam	27
24	355000000	2.4	38	256 qam	28

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.6	5	0
2	Locked	37.3	10	0
3	Locked	37.6	21	0
4	Locked	37.6	21	0
5	Locked	37.6	22	0
6	Locked	37.6	8	0
7	Locked	37.6	11	0
8	Locked	38.6	11	0
9	Locked	38.6	10	0
10	Locked	38.6	13	0
11	Locked	38.6	12	0
12	Locked	38.6	10	0
13	Locked	38.6	3	0
14	Locked	38.9	7	0
15	Locked	38.6	9	0
16	Locked	38.9	11	0
17	Locked	38.9	10	0
18	Locked	38.6	11	0
19	Locked	38.9	9	0
20	Locked	38.9	10	0
21	Locked	38.9	7	0
22	Locked	38.6	5	0
23	Locked	38.9	4	0
24	Locked	38.9	8	0

[maxwellhill]

Refresh data

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	36600273	46.8	5120	64 qam	9
2	30100000	46.8	5120	32 qam	10
3	49600273	47.5	5120	64 qam	7
4	23600000	46.8	5120	32 qam	11
5	43100278	47.3	5120	64 qam	8

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0

[maxwellhill]

Thanks for responding. I've only just rebooted the hub so this may not be so helpful. There are generally T3 timeouts

[maxwellhill]

Teams is definitely an issue but I have other connections that are disrupted like DB queries which take longer than 3 minutes to return results 

[jbrennand]

Lets see the 2 tables of data for the downstream channels

Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality