GlobalProtect & Virgin Media Broadband Connection Dropping

[Stevnich1991]

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.

[legacy1]

Test with the hub in modem mode

[Stevnich1991]

Thanks I've tried this but still same issues

[Tudor]

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.

[Natalie_L]

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 

[Stevnich1991]

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]

Nat / Tudor

I have found the option please see below:

DOWNSTREAM:

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

1	331000000	1	38	256 qam	25
2	203000000	1	38	256 qam	9
3	211000000	1	38	256 qam	10
4	219000000	0.9	40	256 qam	11
5	227000000	0.7	38	256 qam	12
6	235000000	0.7	38	256 qam	13
7	243000000	0.7	38	256 qam	14
8	251000000	0.5	38	256 qam	15
9	259000000	0.7	40	256 qam	16
10	267000000	0.5	38	256 qam	17
11	275000000	0	38	256 qam	18
12	283000000	0.5	38	256 qam	19
13	291000000	0.7	38	256 qam	20
14	299000000	0.7	38	256 qam	21
15	307000000	1	38	256 qam	22
16	315000000	1	38	256 qam	23
17	323000000	0.7	38	256 qam	24
18	339000000	1.2	40	256 qam	26
19	347000000	0.9	40	256 qam	27
20	355000000	0.9	38	256 qam	28
21	363000000	1.4	38	256 qam	29
22	371000000	1.2	38	256 qam	30
23	379000000	0.9	38	256 qam	31
24	387000000	1.2	38	256 qam	32

[Stevnich1991]

Upstream bonded channels

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

1	46200000	45	5120	64 qam	3
2	60300000	46	5120	64 qam	1
3	39400000	44.8	5120	64 qam	4
4	53700000	45.5	5120	64 qam	2

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

[Stevnich1991]

Network Log

Time Priority Description

27/07/2022 12:27:14	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2022 12:26:16	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2022 06:45:13	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2022 16:46:10	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2022 15:29:4	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2022 15:11:7	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2022 04:59:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2022 18:45:13	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2022 07:45:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2022 06:45:13	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2022 15:47:4	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2022 18:45:12	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 06:08:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2022 06:45:12	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2022 03:09:2	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2022 18:45:12	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2022 18:14:7	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2022 18:45:10	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2022 16:51:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2022 18:45:10	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Nathan_B]

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