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.
Solved! Go to Solution.
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.
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|
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.
Here are the rest:
|Upstream Bonded Channels (Partial Service)|
|Downstream OFDM Channels|
|Upstream OFDMA Channels|
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.
OK, I'll see if I can schedule a technician out. There's only 1 Comcast-installed splitter: Genesys II PCT-NGNII-2S.
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.
That's a bunch of baloney !! Keep calling in about it until you get the right rep.
Cisco Anyconnect in Illinois.
The Internet service is dropping out. The dropping VPN is just a symptom.
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.”
Glad it got taken care of ! Hope things hold up for you ! Good luck ! Now closing this thread.