2 Messages
VPN connectivity with Xfinity continually dropping!
I have had xfinity for several years and am using a gig speed connection. But lately (in the last 6 months or so), my company's vpn connection keeps dropping. It doesn't matter whether I am wired or wireless, I continue to have the same issues. Some days, it is even worse wired than wireless. I have checked repeatedly with our IT and they have said that the vpn is working fine, and that the issue must be with my provider. There appears to be no rhyme or reason to when the connection will drop or how it can be reconnected. I might go hours without an issue, only to have it drop and not be able to reconnect for hours, even though my connection to the home network is still showing connected. Here is what I have tried so far..... Need to get this fixed asap as it is essential to my job.
- I have checked and rechecked all connections
- I have rebooted both the computer and router often - no effect
- I have disabled Advanced Security
- I have tried working using Bridge mode.
- I have connecting directly to the router with no other connections.
- I have tried removing and reinstalling the VPN application (Global Protect).
- Someone in a similar forum post mentioned checking signal levels and I looked at Internet Troubleshooting Tips | Xfinity Community Forum . I am not technical enough to read it properly, but here is what my router reports:
Cable Modem
HW Version:2.0
Vendor:Technicolor
BOOT Version:S1TC-3.81.21.97
Core Version:1.0
Model:CGM4981COM
Product Type:XB8
Flash Part:4096 MB
Download Version:Prod_22.2_d31 & Prod_22.2
|
Downstream
|
Channel Bonding Value | |||||||||||||||||||||||||||||||
| Channel ID |
13
|
1
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2
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3
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4
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5
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6
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7
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8
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9
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10
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11
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12
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14
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15
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16
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17
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18
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19
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20
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21
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22
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23
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24
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25
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26
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27
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42
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43
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44
|
45
|
41
|
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Lock Status |
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
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Locked
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Locked
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Locked
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Locked
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Locked
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Locked
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Locked
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Locked
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Locked
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Locked
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Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
| Frequency |
501 MHz
|
423 MHz
|
429 MHz
|
435 MHz
|
441 MHz
|
453 MHz
|
459 MHz
|
465 MHz
|
471 MHz
|
477 MHz
|
483 MHz
|
489 MHz
|
495 MHz
|
507 MHz
|
513 MHz
|
519 MHz
|
525 MHz
|
531 MHz
|
537 MHz
|
543 MHz
|
555 MHz
|
561 MHz
|
567 MHz
|
573 MHz
|
579 MHz
|
585 MHz
|
591 MHz
|
399 MHz
|
405 MHz
|
411 MHz
|
417 MHz
|
690000000
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| SNR |
41.3 dB
|
42.1 dB
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42.1 dB
|
41.9 dB
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41.8 dB
|
41.8 dB
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41.8 dB
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41.8 dB
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41.7 dB
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41.6 dB
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41.5 dB
|
41.4 dB
|
41.2 dB
|
41.3 dB
|
41.3 dB
|
41.2 dB
|
41.1 dB
|
41.1 dB
|
41.1 dB
|
41.1 dB
|
40.8 dB
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40.7 dB
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40.8 dB
|
40.8 dB
|
41.0 dB
|
41.0 dB
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40.8 dB
|
42.3 dB
|
42.3 dB
|
42.0 dB
|
42.0 dB
|
37.4 dB
|
| Power Level |
-3.7 dBmV
|
-2.6 dBmV
|
-2.8 dBmV
|
-3.1 dBmV
|
-3.1 dBmV
|
-3.1 dBmV
|
-3.0 dBmV
|
-3.2 dBmV
|
-3.2 dBmV
|
-3.5 dBmV
|
-3.5 dBmV
|
-3.7 dBmV
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-3.8 dBmV
|
-4.0 dBmV
|
-4.1 dBmV
|
-4.0 dBmV
|
-4.2 dBmV
|
-4.1 dBmV
|
-4.1 dBmV
|
-4.0 dBmV
|
-4.5 dBmV
|
-4.7 dBmV
|
-4.5 dBmV
|
-4.5 dBmV
|
-4.2 dBmV
|
-4.2 dBmV
|
-4.5 dBmV
|
-2.1 dBmV
|
-2.3 dBmV
|
-2.7 dBmV
|
-2.6 dBmV
|
-8.2 dBmV
|
| Modulation |
256 QAM
|
256 QAM
|
256 QAM
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256 QAM
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256 QAM
|
256 QAM
|
256 QAM
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256 QAM
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256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
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256 QAM
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256 QAM
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256 QAM
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256 QAM
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256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
OFDM
|
*Channel ID 13 is the Primary channel
|
Upstream
|
Channel Bonding Value | ||||||
| Channel ID |
1
|
2
|
3
|
4
|
5
|
6
|
|
|---|---|---|---|---|---|---|---|
| Lock Status |
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
|
| Frequency |
10 MHz
|
16 MHz
|
22 MHz
|
29 MHz
|
35 MHz
|
39 MHz
|
|
| Symbol Rate |
2560
|
5120
|
5120
|
5120
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5120
|
1280
|
|
| Power Level |
36.5 dBmV
|
37.0 dBmV
|
37.3 dBmV
|
38.8 dBmV
|
40.3 dBmV
|
39.5 dBmV
|
|
| Modulation |
QAM
|
QAM
|
QAM
|
QAM
|
QAM
|
QAM
|
|
| Channel Type |
ATDMA
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ATDMA
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ATDMA
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ATDMA
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ATDMA
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ATDMA
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|
| CM Error Codewords | ||||||||||||||||||||||||||||||||
| Channel ID |
13
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1
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2
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3
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4
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5
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6
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7
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8
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9
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10
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11
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12
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14
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15
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16
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17
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18
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19
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20
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21
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22
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23
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24
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25
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26
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27
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41
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42
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43
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44
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45
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|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Unerrored Codewords |
1618341933
|
1618216145
|
1618221366
|
1618225934
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1618232203
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1618237995
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1618241851
|
1618247741
|
1618252401
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1618257608
|
1618262428
|
1618268307
|
1618273376
|
1618277637
|
1618283570
|
1618289013
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1618301478
|
1618306438
|
1618309307
|
1618314678
|
1618319807
|
1618324467
|
1618329907
|
1618335548
|
1618333978
|
1618336471
|
1618340312
|
439873995
|
1618329514
|
1618334279
|
1618338551
|
1618341933
|
| Correctable Codewords |
0
|
0
|
0
|
0
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0
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0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
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0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
436520255
|
0
|
0
|
0
|
0
|
| Uncorrectable Codewords |
0
|
0
|
0
|
0
|
0
|
|||||||||||||||||||||||||||
XfinityKrista
Official Employee
•
1.2K Messages
6 months ago
Hello @TorryS1, thank you for taking the time to reach out on social media. I understand your concern with the connection, and I'd like the opportunity to check into that for you.
To access your account, will you please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
1
0
user_ldwqa6
1 Message
4 months ago
I have the same issue and my company IT department have done extensive research to try to determine why this keeps happening. Does anyone have the answer?
1
0
user_88cmtg
4 Messages
3 months ago
Having the same problem with xfinity and GlobalProtect dropping connections. Disabling "advanced security" helped. Now a connection might be stable for 5 minutes instead of 2.
1
0
user_5xzp8h
5 Messages
2 months ago
Has anyone been able to solve this? Finding tons of threads in Xfinity forums with this problem as well as Global Protect. I've disabled Advanced Security, there is on or off for this setting which in itself seems odd, but still seeing dropouts. This is making it impossible to work.
0
0
user_5xzp8h
5 Messages
2 months ago
Reaching out directly as every thread on this issue suggests useless. The response is "not our problem" because they are blaming the 3rd party VPN. Which I would normally believe if I had not connected to that same VPN on a non-Xfinity network without issues. I guess it's time to find a new ISP. No troubleshooting, no escalating to an engineer to look at packet captures and see if they can see the issue. Just "contact your companies IT dept".
0
0
user_5xzp8h
5 Messages
1 month ago
I had Quantum Fiber installed yesterday and it's been 1 full day on Global Protect VPN without drops. Still monitoring but going to post this in hopes Xfinity Support does the right thing and escalates to a network engineer to investigate packet loss before I cancel my Xfinity internet.
I worked as an engineer at Comcast for 11 years (not the Xfinity team) and I can say there are great engineers there who can help look into issues and are willing to do so. Unfortunately we can't start the process of troubleshooting if "we" can't admit there is a problem to begin with.
On Palto Alto boards there are a ton of threads about this issue with suggestions. On Xfinity forums there are a ton of threads on this issue all asking people to direct message Xfinity Support, I suspect to tell people directly it's not Xfinity's problem. This could very well be a VPN configuration but once people state that packet loss is only happening on Xfinity then that deserves to be looked into. Ultimately for me having a reliable connection on my company's VPN is my goal. Xfinity has been unable to provide that and despite the issues only existing on their network, have been unwilling to look into why they are not providing quality service.
2
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