GlobalProtect dropping connection

[Gannicus1000]

I have been using the Hub 3 since May 2019 with no issues. However since April/May 2020 when using GlobalProtect for work the connection drops every 20/30 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 20/30 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.

I have tried turning off the Hub 3 firewall and have had my firm’s IT team replace my laptop (Thinkpad Yoga X1 running Windows 10) but to no avail. 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 tethering 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 am concerned that if a second lockdown happens I will have to tether my phone full time which will be expensive and cost me personally (I do not have a work phone). My firm's IT team are at a loss as to what more they can do and at this stage my only option appears to be changing internet service provider to Sky who also operate in my area. I don’t really want to have to change provider as I like Virgin and don’t want the hassle but obvious I can’t have this issue persisting.

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]

See if it works with only the laptop connected and hub in modem mode.

[Gannicus1000]

Thanks I tried this but no luck

[DJ_Shadow1966]

Hello

Can you please post your network stats from the hub
Open a Web browser (e.g. Internet Explorer) and enter the address http://192.168.0.1
Note: If you have enabled Modem Mode on your Hub 3.0 you will need to use 192.168.100.1 instead.
Posting the stats by copy and paste will remove all personal information so no breaches.
Do not login but click on where it says "Check Router Stats" and then copy and post from the following 4 tabs, Downstream, Upstream, Configuration and Network logs (if they are pasted then all personal information is * out) and we can check your power level, also while you about that can you please go around and check that all connectors to VM equipment are hand tight. Also while doing this please check for any damage to cable, or un-terminated connection without either coax or a terminator.
Also please run "Check service status" at the top right of this forum and call 0800 561 0061 to check for local issues.
Also one think you can do is too signup at https://www.thinkbroadband.com/broadband/monitoring/quality and setup a broadband quality monitor which will keep an eye on you connection by sending a small amount of data to the hub asking if it still on.

Regards Mike

[Gannicus1000]

Thanks Mike. I will post the information from those tabs in separate posts so as not to exceed the character limit. I have checked all the cables etc and no issues there. Other than this issue (which arose back in April/May this year) I have otherwise had excellent internet connection, speeds and WiFi.

No network issues in my area either.

Downstream

Downstream bonded channels

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

1	298750000	-11.2	35	256 qam	21
2	138750000	-6.7	36	256 qam	1
3	146750000	-7	36	256 qam	2
4	154750000	-7.5	36	256 qam	3
5	162750000	-7.7	36	256 qam	4
6	170750000	-8	36	256 qam	5
7	178750000	-8.2	36	256 qam	6
8	186750000	-8.5	36	256 qam	7
9	194750000	-8.7	36	256 qam	8
10	202750000	-9	36	256 qam	9
11	210750000	-9.7	35	256 qam	10
12	218750000	-10	35	256 qam	11
13	226750000	-10.2	35	256 qam	12
14	234750000	-10.7	35	256 qam	13
15	242750000	-11.7	35	256 qam	14
16	250750000	-11.7	35	256 qam	15
17	258750000	-10.9	35	256 qam	16
18	266750000	-10.5	35	256 qam	17
19	274750000	-11	35	256 qam	18
20	282750000	-11	35	256 qam	19
21	290750000	-11.2	35	256 qam	20
22	306750000	-10.9	35	256 qam	22
23	314750000	-10.9	35	256 qam	23
24	322750000	-11	35	256 qam	24

Downstream bonded channels

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

1	Locked	35	7969	0
2	Locked	36.6	116	0
3	Locked	36.6	756	10801
4	Locked	36.6	120	0
5	Locked	36.3	82	0
6	Locked	36.6	142	0
7	Locked	36.6	112	0
8	Locked	36.3	152	0
9	Locked	36.6	69	0
10	Locked	36.3	228	0
11	Locked	35.5	413	0
12	Locked	35.7	559	0
13	Locked	35.7	1321	0
14	Locked	35.5	1461	0
15	Locked	35.7	3172	0
16	Locked	35.7	4049	0
17	Locked	35.5	3163	0
18	Locked	35.5	1292	0
19	Locked	35.5	1504	0
20	Locked	35.7	934	0
21	Locked	35.5	3134	0
22	Locked	35.7	790	0
23	Locked	35.7	785	0
24	Locked	35.7	1196	0

[Gannicus1000]

Upstream

Upstream bonded channels

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

1	39400000	5.1	5120	64 qam	4
2	46200000	5.1	5120	64 qam	3
3	53700000	5.1	5120	64 qam	2
4	60300000	5.1	5120	64 qam	1

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

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	ca69834ncxv9873254k;fg87dsfd;

Primary Downstream Service Flow

SFID	10946
Max Traffic Rate	117000047
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	10945
Max Traffic Rate	10500047
Max Traffic Burst	16320
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

Network Log

Time Priority Description

14/10/2020 10:17:56	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 01:16:6	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2020 11:31:37	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2020 09:14:45	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2020 06:24:27	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2020 18:51:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2020 16:41:51	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2020 14:42:23	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2020 14:42:23	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2020 11:29:48	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2020 11:52:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/10/2020 17:08:43	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/10/2020 12:15:56	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/10/2020 12:15:49	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2020 21:34:6	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2020 18:09:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 08:13:2	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2020 17:08:31	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2020 14:13:26	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2020 14:13:26	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[MikeRobbo]

Several of your Downstream Power Levels are too low.

Your Upstream Power Levels are maxed out.

You will need an engineer visit to put things right.

You can either phone in (08:00 is the best time) or wait on here for a few days until one of the VM Forum Staff comes along.

[DJ_Shadow1966]

Hello

I have escalated to the VM forum team, one of the VM staff will be along in this thread to resolve it for you.

Regards Mike

[Zak_M]

Good morning @Gannicus1000

Thank you for your post. 

So that I can book an engineer for you, I am going to need to drop you a PM. 

Kind regards,

Zak_M

[Zak_M]

Thank you for providing me that information over PM. 

I have booked the tech to visit for the next available appointment, this is on the 17th between 12-4, If the time and date are not suitable for you, you are able to change this via your online account

Kind regards,

Zak_M