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tonyhunn
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My internet is dropping out for a second at a time and kicking me out of my work vpn.

The internet drops out for a second at a time and is doing in constantly throughout the day and i get kicked out of my work laptop which I am using a vpn for.

It has been happening now for about a month and I have spoken to customer support who do the usual resetting of the router but it isn't working.

My ping time is typically 20ms on average and when running a ping test it will suddenly come back with a request timed out message and then connect again.

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MikeRobbo
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Re: My internet is dropping out for a second at a time and kicking me out of my work vpn.

Are you connecting to your Hub with ethernet cable of Wi-Fi ?


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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tonyhunn
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Re: My internet is dropping out for a second at a time and kicking me out of my work vpn.

it happens on wifi and wired. The laptop is connected to a work vpn. Virgin customer support just tell me the usual, restart your router. It only drops for less than a second but it's enough to have to keep reconnecting again.

jbrennand
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Re: My internet is dropping out for a second at a time and kicking me out of my work vpn.

Try this procedure...

_____
First do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any splitters/attenuators/etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box.

Then do a Hub “pinhole reset” - disconnect any ethernet cables and with the Hub "switched on" throughout, press pin in firmly with paper clip/SIM tray tool and hold it there for 60 seconds – release the pin then leave it 10’ to stabilise. But, make sure the 2 passwords on the Hub sticker are still there and legible first !

If that’s all good.... Post up your Hub/network connection details and someone will check to see if there is a problem there. In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before] click on the “router status” icon at top right (SH2’s) or text at bottom-middle of first page up (Hub3) and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – from the Downstream, Upstream, & Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button a second time).

Also, in the meantime, (if you haven’t already) set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts - 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” when you have the first 24h period.

https://www.thinkbroadband.com/broadband/monitoring/quality

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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tonyhunn
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Re: My internet is dropping out for a second at a time and kicking me out of my work vpn.

Thanks John,

here is the text you said to paste

Downstream bonded channels

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

1402750000-0.537256 qam25
21867500002.238256 qam7
3194750000238256 qam8
42027500001.738256 qam9
52107500000.438256 qam10
6218750000138256 qam11
72267500000.938256 qam12
82347500000.538256 qam13
9242750000038256 qam14
10250750000-0.238256 qam15
11258750000-0.437256 qam16
12266750000-0.737256 qam17
13274750000-0.737256 qam18
14282750000037256 qam19
152907500000.237256 qam20
162987500000.437256 qam21
173067500000.537256 qam22
183147500000.237256 qam23
193227500000.237256 qam24
20410750000-0.737256 qam26
21418750000-137256 qam27
22426750000-1.237256 qam28
23434750000-1.537256 qam29
24442750000-1.937256 qam30



Downstream bonded channels

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

1Locked37.63690
2Locked38.6610
3Locked38.9690
4Locked38.6470
5Locked38.62070
6Locked38.61660
7Locked38.91570
8Locked38.91750
9Locked38.62350
10Locked38.63360
11Locked37.63820
12Locked37.65390
13Locked37.34480
14Locked37.64470
15Locked37.34830
16Locked37.66230
17Locked37.64770
18Locked37.64480
19Locked37.63940
20Locked37.34280
21Locked37.66930
22Locked37.36030
23Locked37.65170
24Locked37.35710

 

 

Upstream bonded channels

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

1393999414512064 qam6
2326000723.975512064 qam7
3258001403.975512064 qam8
4462000244.1512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

 

 

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tonyhunn
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Re: My internet is dropping out for a second at a time and kicking me out of my work vpn.

Network Log

Time Priority Description

10/08/2020 08:37:22noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2020 08:36:58Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2020 03:33:57ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2020 13:55:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2020 11:44:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2020 02:03:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/08/2020 16:21:5ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2020 20:39:48ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2020 02:19:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2020 20:28:39ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 12:58:35ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 09:27:11noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 09:26:4Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/07/2020 12:02:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2020 17:28:37ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2020 17:10:18ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2020 16:03:19ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2020 15:52:2ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2020 15:10:48ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 13:02:55ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

heres the broadband monitor link

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d8f4f16f034ee12bc1921c516490dd69e27496ba

 

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jbrennand
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Re: My internet is dropping out for a second at a time and kicking me out of my work vpn.

Nothing obviously wrong (to me) in the stats and logs. The BQM is not evidencing any drop outs (that I can see) and looks ok. Younger eyes may spot something.

So, just double checking, are you sure that it is dropping out on wired connections at the same time as the wiffi ones.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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tonyhunn
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Re: My internet is dropping out for a second at a time and kicking me out of my work vpn.

So I have tried wired the last few days and it seems to be working ok. The wifi problem happens though even when sat next to the router and even when connected direct to the virgin router or through my google mesh.

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KDominic
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Re: My internet is dropping out for a second at a time and kicking me out of my work vpn.

Tony,

are you still having the same issue?

I'm having the same problems as yourself and noticed I'm getting intermittent packet loss spikes thoughout the day, just browsing the internet / watching films this isn't a problem but using my works VPN this is critical due to the time it takes to reconnect the network drives.

been reading that one solution is to use the hub3 in modem mode and purchase a router (something we shouldn't have to do)

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deans6571
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Message 10 of 12
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Re: My internet is dropping out for a second at a time and kicking me out of my work vpn.

.....add me to the list as I'm also getting these random 1 second wifi/wired dropouts as detailed in this thread :

Internet Been Flaky recently - engineer for area (... - Virgin Media Community - 4491032

 

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Husband, Dad, Gamer, Gadget Lover......
Twitter: @deans6571
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