Employer's VPN suddenly started dropping every few minutes

I'm only connecting with one computer and there aren't any limitations on the number of devices that my account can be logged into the VPN at the same time.

Thanks

OK, I'll see if I can schedule a technician out.  There's only 1 Comcast-installed splitter: Genesys II PCT-NGNII-2S.

OK, so it's not the VPN, it's the Internet connection itself.  The cable modem is dropping the Internet every few minutes. 

The Uncorrectable Codewords seem really high for a modem that's only been up for 23 minutes:

Here are the rest:

The downstream power is on the weak side and several of the SNR's are too low / out of spec. Please also post the upstream power level figures.

Good luck with it ! Please post back with how things turn out.

Also bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home.

Yeah, they won't send a technician because I don't have a Comcast router, just one from their list of approved routers.

Cisco Anyconnect in Illinois.

The Internet service is dropping out.  The dropping VPN is just a symptom.

Thanks

What VPN software are you using? What state do you live in?

An update. 

Short version: after 3 tech support visits, the issue is fixed.

Long version – seeing that Comcast would not work on the problem because I was using my own hardware, even though it was chosen exclusively from their list of approved hardware, I ordered an XB7.

Days later, after I installed it (it took 2+ hours of retries of the setup because the network signal was so bad) I of course had the exact same problems.

I contacted tech support again and again was forced to go through al the same steps of them resetting the modem and them being perplexed that didn’t fix it.  They eventually agreed to send a technician to troubleshoot.

Days later a technician spent 4 hours replacing the splitter inside my condo and a splitter somewhere outside,  and even the modem without fixing the signal problems.  He said the problem wasn’t in my condo and that he would let his supervisor know and they would call me and send someone to look at the node.  The tech took my XB7 and left me with an XB6 set to the factory settings.  I had to set up my wireless network again.  He also had cut the continuous cable I have in my unit and added connector reattaching the two pieces.

After not hearing from anyone’s supervisor, I contacted tech support again and it was like contacting them for the 1^st time.  I kept insisting that I’d already been through their normal workflow and a tech had already been dispatched and confirmed that the problem wasn’t in my unit.  After multiple requests to be connected with a supervisor I was connected with “advanced tech support.”  I brought that person up to speed, he did some more tests and he agreed to send another tech, assuring me he’d leave a full description of my problems and that they’d look at the node and other things outside my condo.

Days later the tech arrived and asked me what the problem was.  I told him the long history.  He said he was a same level tech as before and that he could only run the same tests as the previous technician.  He ran the same tests, found the same problems.  He replaced the section of cable after the new inline-splice put in by the previous tech, which didn’t fix the problem.  He said he checked the node and didn't find anything that would explain my problems.  He said my neighbors weren’t having issues so the problem must be in the cabling to my unit.  He said he would create a ticket for the Multi Dwelling Unit team who would run cabling from the node to my unit.  He also said he would also have the team that fixes node problems come take a look.  He left me his supervisor’s email address and the work-ticket number.

The next day I got an automated text message that the work had been completed.  The 2^nd tech called later in the afternoon to let me know the problem had been fixed.  He said whoever looked at the node found and fixed lots of problems with it.

My download speeds went from averaging around  15 mbps to over 500 mbps.  The Wi-Fi doesn’t constantly drop every 5-10 minutes.  I was able to stop using the Verizon hotspot I bought so I could continue to work at home during this ordeal.  Comcast sent me a $10 credit to my account.  I will now have to pay a new additional amount per month more than that to rent their modem, which isn’t even the one I ordered.

Thanks for the troubleshooting tips I got on this site, I was able to confidently push Comcast to fix their problems.  If not they’d still be saying – “hmm, everything looks fine from here, let’s power-cycle the modem.”

Glad it got taken care of ! Hope things hold up for you ! Good luck ! Now closing this thread.