on 03-06-2021 10:26
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 |
Answered! Go to Answer
on 03-06-2021 10:34
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..
on 03-06-2021 10:28
on 03-06-2021 10:34
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..
on 03-06-2021 14:36
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
on 03-06-2021 16:11
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..
on 03-06-2021 16:14
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.
on 03-06-2021 18:25
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,
on 03-06-2021 19:56
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,
on 23-02-2022 09:29
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
on 23-02-2022 13:36
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.