Internet frequently disconnecting when using RAS

[Dave54321]

Hi

I have been advised by my work IT to contact Virgin about this. I work from home and connect to a RAS. I very recently got a replacement router due to a fault on the previous one, and shortly after that I have started having connection issues when connected to a RAS. All my personal devices are fine, it's just the RAS (work laptop) that keeps disconnecting. Can this be investigated, please?

Thanks

[florence023]

---

@Dave54321 wrote:

Hi

I have been advised by my work IT to contact Virgin about this. I work from home and connect to a RAS. I very recently got a replacement router due to a fault on the previous one, and shortly after that I have started having connection issues when connected to a RAS. All my personal devices are fine, it's just the RAS (work laptop) that keeps disconnecting. Can this be investigated, please?

Thanks

---

Hello,

Hi,

I'm experiencing a similar issue. After replacing my router, my work laptop frequently disconnects when connected to a RAS, while my personal devices work fine. My IT department suggested contacting Virgin to investigate this problem. Any help would be appreciated.

Best regards,

florence023

[David_Bn]

Thanks for reaching out to us @Dave54321, and welcome back to our Community Forums, and we're sorry to hear of the issues with the connection to RAS.

I'm not personally familiar with RAS - can you confirm if this is related to a VPN you use to connect to your workplaces network?

Thanks

David_Bn

[Dave54321]

Hi David - Yes - RAS just means Remote Access Service, and it does go through a VPN. I also have a colleague who is with Virgin also currently impacted. It remains connected via ethernet but drops frequently through wi-fi.

[David_Bn]

Thanks for confirming @Dave54321.

We would have to advise that if this relates to an issue with a VPN, this would need to be raised with either the IT department at work, or to the administrators of the VPN you're using.

Thanks,

David_Bn

[Client62]

Try with the VM Hub in Modem mode and just the RAS work laptop cable connected.

If the RAS laptop works in this configuration, a 3rd party router may well be the solution.

[Adduxi]

You have just solved the issue in that it works fine over Ethernet.  Now you can concentrate on getting the WiFi stable. If you don’t use Pods, disable the Smart WiFi and manually set the Band and Channel to suit.  This will stop the WiFi from changing the channels. If you have the Connect app uninstall it as it will most likely turn the Smart WiFi again. 

[Matthew_ML]

Did any of the recent advice help here Dave54321?

Did you ask your IT deaprment for any advice also? 

[Dave54321]

Already did—they concluded the issue is with Virgin, not affecting colleagues with other providers

[Dave54321]

And it started after Virgin provided a new router. Coincidence?