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Employer's VPN suddenly started dropping every few minutes

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Frequent Visitor

Employer's VPN suddenly started dropping every few minutes

I've been working from home on my company's VPN for a couple months now.  In the last few days the connection has become very unstable and disconnects and reconnects every few minutes.

 

My CM1000 cable modem is from Xfinity.  My wireless router is not from Xfinity - it is an ASUS RT-N56U.  I updated the firmware in the router to the latest version 2 days ago when I started having this problem

 

I connected my laptop directly to the router with an Ethernet cable and disabled the wireless.

 

I'm still having a problem of the VPN dropping out every few minutes.

 

Xfinity troubleshooting says everything is fine when it looks at my system.  I have had it reset the cable modem a couple times. It doesn't really have an option for exploring intermittent connection problems like this.

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Frequent Visitor

Re: Employer's VPN suddenly started dropping every few minutes

Is it open Vpn that your employer uses? I had an issue before and I turned out to be Open vpn only allowed the same username 1 computer to be active at a time. My desktop would disconnect when I sign on with my laptop, the desktop would retry again and I lose my laptop connection.
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Frequent Visitor

Re: 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

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Frequent Visitor

Re: Employer's VPN suddenly started dropping every few minutes

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:

 

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR / MER Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked QAM256 34 453000000 Hz -6.0 dBmV 24.5 dB 48437585 2564286 12376028
2 Locked QAM256 1 477000000 Hz -5.6 dBmV 36.9 dB 45922820 2538531 12296958
3 Locked QAM256 2 483000000 Hz -5.7 dBmV 31.4 dB 46378200 2458218 11905916
4 Locked QAM256 3 489000000 Hz -5.9 dBmV 38.8 dB 46469786 2468994 11953345
5 Locked QAM256 4 495000000 Hz -5.9 dBmV 36.3 dB 46457093 2471325 11978486
6 Locked QAM256 5 507000000 Hz -5.6 dBmV 37.2 dB 46578152 2451503 11878264
7 Locked QAM256 6 513000000 Hz -6.1 dBmV 37.4 dB 45826591 2575598 12511943
8 Locked QAM256 7 519000000 Hz -6.7 dBmV 29.9 dB 46106269 2520915 12235815
9 Locked QAM256 8 525000000 Hz -6.5 dBmV 35.0 dB 46287478 2482793 12053851
10 Locked QAM256 9 531000000 Hz -6.3 dBmV 38.9 dB 46031669 2540410 12341053
11 Locked QAM256 10 537000000 Hz -6.4 dBmV 26.1 dB 45883564 2566004 12479580
12 Locked QAM256 11 543000000 Hz -6.4 dBmV 36.6 dB 46181145 2515853 12236106
13 Locked QAM256 12 549000000 Hz -6.9 dBmV 27.4 dB 45853427 2568791 12497136
14 Locked QAM256 13 555000000 Hz -7.0 dBmV 38.0 dB 44745133 2750996 13396226
15 Locked QAM256 14 561000000 Hz -6.8 dBmV 30.0 dB 45375109 2639379 12864863
16 Locked QAM256 15 567000000 Hz -6.8 dBmV 38.3 dB 44924994 2718394 13255543
17 Locked QAM256 16 573000000 Hz -6.6 dBmV 26.5 dB 44264822 2823044 13791592
18 Locked QAM256 17 579000000 Hz -6.4 dBmV 37.9 dB 43812434 2905695 14234223
19 Locked QAM256 18 585000000 Hz -6.6 dBmV 31.3 dB 43210983 2997680 14703155
20 Locked QAM256 19 591000000 Hz -6.7 dBmV 38.0 dB 42899268 3059680 15003832
21 Locked QAM256 20 597000000 Hz -7.0 dBmV 26.2 dB 43192417 3008013 14765333
22 Locked QAM256 21 603000000 Hz -6.9 dBmV 37.8 dB 42221370 3151949 15460090
23 Locked QAM256 22 609000000 Hz -6.9 dBmV 25.1 dB 41562542 3259618 16030728
24 Locked QAM256 23 615000000 Hz -7.4 dBmV 37.8 dB 41747231 3241911 15972478
25 Locked QAM256 35 459000000 Hz -6.0 dBmV 30.7 dB 46521397 2474956 11949749
26 Locked QAM256 36 465000000 Hz -5.7 dBmV 37.5 dB 46531649 2467689 11938405
27 Locked QAM256 37 471000000 Hz -5.7 dBmV 39.3 dB 46760557 2432939 11760893
28 Locked QAM256 38 429000000 Hz -5.7 dBmV 38.7 dB 46647515 2451200 11801494
29 Locked QAM256 39 435000000 Hz -6.0 dBmV 39.2 dB 46871455 2428050 11693490
30 Locked QAM256 40 441000000 Hz -6.0 dBmV 32.6 dB 46717054 2444594 11782043
31 Locked QAM256 41 447000000 Hz -5.6 dBmV 39.9 dB 46561209 2469964 11932646
32 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0
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Expert

Re: Employer's VPN suddenly started dropping every few minutes

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.



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Frequent Visitor

Re: Employer's VPN suddenly started dropping every few minutes

Here are the rest:

 

Upstream Bonded Channels (Partial Service)
Channel Lock Status Modulation Channel ID Frequency Power
1 Locked ATDMA 5 35800000 Hz 52.8 dBmV
2 Locked ATDMA 6 29400000 Hz 53.5 dBmV
3 Locked ATDMA 7 23000000 Hz 52.8 dBmV
4 Locked ATDMA 8 16600000 Hz 53.0 dBmV
5 Locked ATDMA 9 39800000 Hz 50.5 dBmV
6 Not Locked Unknown 0 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 Hz 0.0 dBmV

Downstream OFDM Channels
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power SNR / MER Active Subcarrier Number Range Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked 0, 1, 2, 3 33 722000000 Hz -9.7 dBmV 26.8 dB 1228 ~ 2867 20643181 18286645 633905
2 Not Locked 0 0 0 Hz -2.3 dBmV 0.0 dB 0 ~ 4095 0 0 0

Upstream OFDMA Channels
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power
1 Not Locked Unknown 0 0 Hz 0 dBmV
2 Not Locked Unknown 0 0 Hz 0 dBmV
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Expert

Re: Employer's VPN suddenly started dropping every few minutes

Yep. The upstream power is too high / out of spec. The upstream power is on the high side and it may be intermittently fluctuating even higher to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, and latency problems.

In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.



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Frequent Visitor

Re: Employer's VPN suddenly started dropping every few minutes

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

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Expert

Re: Employer's VPN suddenly started dropping every few minutes

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.




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Frequent Visitor

Re: Employer's VPN suddenly started dropping every few minutes

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

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Expert

Re: Employer's VPN suddenly started dropping every few minutes

That's a bunch of baloney !! Keep calling in about it until you get the right rep.



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Contributor

Re: Employer's VPN suddenly started dropping every few minutes

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

 

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Frequent Visitor

Re: Employer's VPN suddenly started dropping every few minutes

Cisco Anyconnect in Illinois.

 

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

 

Thanks

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Frequent Visitor

Re: Employer's VPN suddenly started dropping every few minutes

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 1st 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 2nd 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.”

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Expert

Re: Employer's VPN suddenly started dropping every few minutes

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



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