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GlobalProtect & Virgin Media Broadband Connection Dropping

Stevnich1991
Tuning in

I have been using the Hub 3 for 18months. However since recently when using GlobalProtect for work my connection drops every 10 minutes or so meaning that I am unable to access my work’s corporate network or use the internet, even though my laptop says I am still connected to the internet. The temporary fix is turning GlobalProtect on and off but the same issue arises 10 minutes later. If I keep GlobalProtect turned off I have no internet connection issues, I also have no issues with any of my other devices.

My company have replaced my laptop (Thinkpad x1 Carbon running Windows 10) but no change. IT have also logged on to my laptop remotely to play around with things (including reinstalling GlobalProtect) but nothing has worked.

The only workaround for this issue is hotspotting my phone or going into the office (I have been doing the latter which is why I have lived with this issue for so long).

I would be grateful if somebody could offer me some options for resolving this so I can take a view as to whether I need to change provider or not.

23 REPLIES 23

legacy1
Alessandro Volta
Test with the hub in modem mode
---------------------------------------------------------------

Thanks I've tried this but still same issues

Tudor
Very Insightful Person
Very Insightful Person

Then we had better check on your circuit. Please provide some stats as below:

How to get stats from a VM hub (no need to logon to the hub)

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

  • Click on the “> Check router status” button
  • Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
  • Click on the “Upstream” tab, copy the text and paste into your reply
  • Click on the “Networking” tab, copy the text and paste into your reply.

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

Natalie_L
Forum Team (Retired)
Forum Team (Retired)

Hi Stevnich1991, 

Welcome to the Community and thanks for getting in touch. 

I am very sorry to hear you are experiencing issues with your connection dropping. 

I have ran a quick health check from our side and can confirm that your equipment appears to be running within specification with no errors detected. 

How have things been since your last post to us? If you are still having problems, can you please update the thread with the information requested by Tudor? 

Thanks 

 

 

Nat

Hi Nat / Tudor

Yes the connection with my laptop is still dropping very regularly, i di believe it is to do with the global protect installed on my work device as all other devices are fine and the location of the device has full signal strength.

I am trying to perform what Tudor requested, I have signed into my HUB but I don't see the option to select "check router status"

All i can see is the below, how do i access this please?

Stevnich1991_0-1658925424272.png

 

Nat / Tudor

I have found the option please see below:

DOWNSTREAM:

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

1331000000138256 qam25
2203000000138256 qam9
3211000000138256 qam10
42190000000.940256 qam11
52270000000.738256 qam12
62350000000.738256 qam13
72430000000.738256 qam14
82510000000.538256 qam15
92590000000.740256 qam16
102670000000.538256 qam17
11275000000038256 qam18
122830000000.538256 qam19
132910000000.738256 qam20
142990000000.738256 qam21
15307000000138256 qam22
16315000000138256 qam23
173230000000.738256 qam24
183390000001.240256 qam26
193470000000.940256 qam27
203550000000.938256 qam28
213630000001.438256 qam29
223710000001.238256 qam30
233790000000.938256 qam31
243870000001.238256 qam32



Upstream bonded channels

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

14620000045512064 qam3
26030000046512064 qam1
33940000044.8512064 qam4
45370000045.5512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

Network Log

Time Priority Description

27/07/2022 12:27:14noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2022 12:26:16Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2022 06:45:13ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2022 16:46:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2022 15:29:4Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2022 15:11:7noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2022 04:59:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 18:45:13ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2022 07:45:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2022 06:45:13ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2022 15:47:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2022 18:45:12ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 06:08:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2022 06:45:12ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2022 03:09:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2022 18:45:12ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2022 18:14:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2022 18:45:10ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2022 16:51:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2022 18:45:10ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Thank you for your reply @Stecnich1991, I think it may be best for us to look into this further for you by accessing your account.

To do this I will send you a PM to confirm your details.

Regards

Nathan

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