VPN for work keeps dropping connection

[amf964]

Hi,

Looks like I'm encountering the common problem on Virgin Broadband with the VPN connection for work being continually dropped throughout the day. I've been into the firewall settings and enabled PPTP and Multicast pass-through but issue still persists. 

Superhub - V2.01.15 Hardware 1.03

Downstream log :-

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)	251000000	203000000	211000000	219000000	227000000	235000000	243000000	259000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked
Channel ID	15	9	10	11	12	13	14	16
Modulation	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM
Symbol Rate (Msym/sec)	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000
Interleave Depth	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17
Power Level (dBmV)	14.29	14.58	14.49	14.29	14.20	14.15	14.47	14.52
RxMER (dB)	37.36	37.09	37.09	37.09	37.64	37.64	37.64	37.36
Pre RS Errors	1992	2913	541	445	347	994	316	327
Post RS Errors	298	286	277	282	295	953	280	293

Upstream  US-1 US-2 US-3 US-4

Channel Type	2.0	2.0	2.0	2.0
Channel ID	4	3	2	1
Frequency (Hz)	39400000	46200000	53700000	60300000
Ranging Status	Success	Success	Success	Success
Modulation	64QAM	64QAM	64QAM	64QAM
Symbol Rate (Sym/sec)	5120000	5120000	5120000	5120000
Mini-Slot Size	2	2	2	2
Power Level (dBmV)	42.04	42.25	42.29	41.25
T1 Timeouts	0	0	0	0
T2 Timeouts	0	0	0	0
T3 Timeouts	0	0	4	9
T4 Timeouts	0	0	0	0

Network Log

First Time	Last Time	Priority	Error Number	Description
03/06/2021 09:05:38 GMT	03/06/2021 09:05:38 GMT	Warning (5)	66050310	Auth Success - Web login successful.
03/06/2021 07:50:09 GMT	03/06/2021 07:50:09 GMT	Notice (6)	68010600	DHCP Renew - lease parameters tftp file-******** modified
03/06/2021 07:50:09 GMT	03/06/2021 07:50:09 GMT	Error (4)	68010300	DHCP RENEW WARNING - Field invalid in response v4 option
02/06/2021 17:59:40 GMT	02/06/2021 17:59:40 GMT	Warning (5)	66050310	Auth Success - Web login successful.
02/06/2021 17:47:06 GMT	02/06/2021 17:47:06 GMT	Warning (5)	66050310	Auth Success - Web login successful.
01/06/2021 10:30:14 GMT	01/06/2021 10:30:14 GMT	Error (4)	68010302	DHCP WAN IP - 86.18.144.214
01/06/2021 10:29:38 GMT	01/06/2021 10:29:38 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
01/06/2021 10:29:34 GMT	01/06/2021 10:29:34 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
01/06/2021 10:29:32 GMT	01/06/2021 10:29:32 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
01/06/2021 10:29:30 GMT	01/06/2021 10:29:30 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
01/06/2021 10:29:22 GMT	01/06/2021 10:29:22 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
01/06/2021 10:29:22 GMT	01/06/2021 10:29:22 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
01/06/2021 10:29:20 GMT	01/06/2021 10:29:20 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
01/06/2021 10:29:18 GMT	01/06/2021 10:29:18 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
01/06/2021 10:29:17 GMT	01/06/2021 10:29:17 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
01/06/2021 10:29:15 GMT	01/06/2021 10:29:15 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
01/06/2021 10:29:13 GMT	01/06/2021 10:29:13 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
01/06/2021 10:29:13 GMT	01/06/2021 10:29:13 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
01/06/2021 10:29:13 GMT	01/06/2021 10:29:13 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
01/06/2021 10:29:06 GMT	01/06/2021 10:29:06 GMT	Error (4)	68000407	TOD established

[lotharmat]

I'm not massively familiar with the SH2 - but are those D/S power levels a bit on the high side?

[sophist · Accepted solution]

Your downstream power levels are all out of spec (should be between -6 an 10) - you’re also experiencing a lot of t3 timeouts on two of your upstream channels… this will need hte attention of a VM engineer to resolve.

whether or not that’s causing the problems you’re seeing with VPNs or not, i couldn’t say.. the fact that you’re running a hub2/2ac means that you’re not suffering from the hardware problems of hte puma6 chipset that is in the hub3 - i also run a 2ac and have no issues with multiple different vpns, some of which run 24/7. 

Worth getting the power levels seen to and seeing if that improves things.  Forum staff can arrange engineer visits but it’ll take a couple of days for them to get to your post.. if you want quicker action, you’ll have to call it in on 150 from a VM line or 0345 454 1111 from a non-vm line.. 

[amf964]

Well after a couple of attempts to actually speak to someone, as soon as the word VPN was mentioned I was told they couldn't assist residential customers and I would have to switch to a business account. This despite explaining that the problem wasn't with the VPN (it works perfectly fine at other locations), the issue was with the broadband connection being interrupted or dropped.

They ran some remote diagnostics and couldn't see a problem so only advice was to perform a factory reset and wait 7 days for things to stabilise. If it still happens after 7 days then call back. 

I guess it's possible that will resolve the issue but we'll see 

[sophist]

It’s worth setting up a BQM - once set up, find the Live Graph and click "Create Sharing Link" - post that back here.

then sit tight and wait for the forum staff to respond..

[Tudor]

Those downstream levels are way too high. Call in again and say you have a service problem, do NOT mention a VPN, the call processors will latch on to this and not get to the root of the problem. You could also wait a few days until a VM staff member gets to your post. 

[Zach_R]

Hi @amf964,

Thank you for your posts and welcome to our community forums. We're here to help.

I am very sorry to hear that you seem to be having some connection issues lately. I can see that you've been suggest to set up a BQM - this would be very helpful to check the status of your connection going forward if you haven't done this already.

I'm going to send you a private message in a few moments so that we can take a closer look at what's going on for you. Please respond to this at your earliest convenience and we can proceed from there.

Thanks,
 

[Zach_R]

Hi @amf964,

Thank you for your private messages and for sending the necessary details we needed to us there.

Following our discussion, I have arranged for a technician visit to come and take a closer look at what's going on and to help you get this resolved. For security reasons we cannot publicly confirm the scheduled date/time of the appointment, but you can check this at your leisure and reschedule to a more convenient time/date if necessary via your My Virgin Media online account.

If you or anyone else in the property exhibits flu-like symptoms or tests positive for COVID-19 in the interim, please reschedule the appointment accordingly.

Be sure to let us know how it goes.

Thanks,
 

[planegirl]

This is what I'm going through with them right now, did the reset but still drops out, several times a day. They make out its a new problem, I told them its all over the web and they just say they will ask the community, they are the service provider so should look to sort this. Infuriating 

[RKS1]

This issue has also started for me too. It has been fine for 1 year+, but since last week, I'm getting VPN reconnection notices upwards of several times a day.