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

[dawn_foster]

I’m having the same issue and have been since may last year! My work keep pointing back to Virgin as my internet provider however I have several things running off my WiFi with no problems or complaints! However my works VPN struggles to maintain connection. Im at a complete loss as to what’s going on or what to do! 

[legacy1]

Test VPN with hub in modem mode

[Vikki_M]

Hi @dawn_foster

Thank you for your post and welcome to our community.

I am sorry to hear about the service issues you have been having.

Please can you set up a BQM here and share the results with us so we can see what's happening with the connection?

Could you please also confirm for us if the connection is stable on Wi-Fi and Ethernet when you not connected to the VPN? 

Please pop back to us when you can. 

[planegirl]

Same here, work are blaming Virgin Media. I've given up, VM don't show respect for customers who aren't technically minded or know/understand the jargon they speak so what else can one do! They also told me to have it working properly I need a business account. My partner won't switch to another provider so I'm stuck having to reset everything several times a day!

[Ceegeeisfedup]

Hello, 

did you resolve this issue if so how?

thanks 

[Ceegeeisfedup]

Is there any router you could recommend?

[richieb41]

i too am getting VPN dropouts. I have tried your support desk many times. As soon as i mention my works VPN they try to push me to Virgin Gadget Rescue.

i've had Virgin broadband for 8 years, and the dropouts are getting worse. I have had my laptop wifi card drivers updated, all my laptop software is upto date. 
My works IT support have done everything they can. 

When i use my mobile hotspot i dont get any dropouts at all. 

Can an administrator please help me to solve this.

i have a Hub 3.

Unless i get a solution, i will have to leave when my contract ends.

[richieb41]

Hi planegirl.

Did you get any resolution to your issue please ?

[Megan_L]

Hi Richieb41,

Thanks for using the Community Forums to get this issue with your VPN connection looked into, I am sorry if this has been causing some frustration 😥 

I understand you can use your work laptop on a mobile hotspot with no issues, but using the Hub's WIFI causes drop outs whilst your work's VPN is active. 

Can I ask whether any other devices in the home have issues connecting to the Hub's WIFI?

Have you tried connecting your work laptop to the internet via an Ethernet cable? 

In most cases we can't offer support with 3rd party VPN's as the issue may not be something we can help with or it may be being caused by the VPN and not Virgin Media equipment.

But of course we will go through all kinds of checks and diagnostics to find out whether it is something we can fix on our side 🤗

Please let us know the answers to my questions and we'll continue to help.

Thanks,

Megan_L

[legacy1]

Yup just use modem mode VM just don't test stuff they just think if I can get to google then all is good they just don't get why the one coding the router mode has problems that other 3rd party routers don't seem to have which is all down to them doing the testing and VM do not care even if we report it nothing happens for years.

And what with this hub 5x whatever they have gone and done it again by not giving the option for modem mode! We are all going to complain again when more people start using it this is a fcku joke.