2-3 times a day all devices drop off the network

chris_uk · 2021-01-19T22:43:26+00:00

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chris_uk

Hi Team,

We are having some intermittent trouble with our Giga Connect Box and internet connection. Up to 2-3 times a day all devices, regardless of whether connected by Ethernet or Wireless, drop completely off the network. The WIFI broadcast dissapears from possible WIFI networks and usually the only way to fix the issue is to turn off the Giga Connect Box and turn it back on again. Sometimes the white band flashes in these dropouts but not always. I’ve recorded the times of the latest dropouts today:

19th Jan 00.17
19th Jan 23.23

I’ve done a full hard reset as suggested by the phone support line last week and also put the 2.4GHz and 5Ghz WIFI on separate SSID’s but neither of these suggestions seem to have fixed the problem.

This is increasingly frustrating given the work from home situation so any help to get this resolved would be much appreciated. Please let me know if you need any additional information.

Many Thanks,

Chris

Daniele_Sunrise

chris_uk , Welcome to the UPC Community!

We do not see or we have not registered any interruptions in the system. As a test, we have now made a switch to IPv4, which will be completed in 30 minutes. After that restart your modem. If you have difficulties, perform a modem reset. To do this, gently press the reset button on the back of the modem with a pointed object for at least 25 seconds.

We also recommend that you give your two WIFI’s a different name. For example, at the end you can add _5GHz. Also change the password on one of your WIFIs. After that your devices should not switch back and forth (2.4GHz/5GHz).

Moreover, in 2.4GHz it looks like this for you: (You have set channel 4 on the 2.4GHz WIFI)

Greetings
Daniele

chris_uk

Hi Daniele,

Thanks for the quick response. It looks like the modem is now switched to IPV4 and I’ve put 2.4ghz and 5ghz on separate SSIDs as suggested. I also changed the 2.4Ghz channel to automatic.

I can connect to the internet again but now the download speed is no faster than 15-20Mbps, even when I connect directly via ethernet cable. I’ve tested with 2.4Ghz and 5Ghz wifi too and still no faster than 15-20Mbps. Before this switch we were getting speeds much closer to the 1Gbps that we are paying for.

Is there something else we need to toggle to get this speed back?

Thanks, Chris

Daniele_Sunrise

chris_uk ,Can you please run a series of measurements of the Speedtest as described here once and then report back here? You can do some tests via LAN and some via WIFI.

Greetings
Daniele

chris_uk

Here is a snapshot of the cnlab test results when connected via a CAT 6 patch cable

And the “!” on the LAN connection just links to this:

chris_uk

I’ve run and will continue to run speed tests via LAN and WIFI. Do you need me to upload anything to you or can you see the results from your side already?

Daniele_Sunrise

chris_uk The results are very bad.

I have some questions about this:

do you use a security software? (Norton, Kaspersky, etc.)
is your WIFI Network Card driver up to date?
are you using WIFI boosters or powerline adapters?

Greetings
Daniele

chris_uk

On the device I tested on I usually run BitDefender but I turned it off for these tests so it should have just been the standard Windows Defender/Firewall activated.

I just checked and my Wireless Network card drivers are all up to date. We aren’t using WIFI boosters or powerline adaptors.

However, I am experiencing the same slow speeds when directly connected using a LAN ethernet cable (you should see a test of this in cnlab) so I don’t think this is a WIFI specific issue.

chris_uk

Also, this download speed is the same across all devices. 1 additional laptop connected via WIFI 5Ghz, 1 desktop connected via ethernet and 2 mobile phones connected via WIFI (1 on 2.4Ghz, 1 on 5Ghz). Not one of them has download speeds of more than 20mbps.

chris_uk

Ah. I just noticed that my download speeds have drastically increased again. I’m not sure if something changed in the configuration or not but things are starting to look faster again. I will let you know if these speeds stay consistent over the next few hours

Daniele_Sunrise

chris_uk ,Do you have another computer which you can use for testing? Do you have an active VPN running on your computer?

We can gladly switch back to IPv6. After that I will have to refer you to support though, as I have run out of solutions.

Greetings
Daniele

chris_uk

Please do not switch back to IPV6 for now.

chris_uk

Please keep it on IPV4 for now and I will run some additional speed tests on a second device tonight. The speeds seem to have increased back to what they were before you made the change so I hope that issue is now resolved.

With respect to the original issue of the network dropping I will monitor this over the next few days and let you know if this has also been resolved.

Daniele_Sunrise

chris_uk , Maybe it helps as a test to uninstall Bitdefender completely. We had yesterday in the German area a user who has installed Norton and reached from 600mbit only about 40-60. After uninstalling he had 640mbit.

Greetings
Daniele

chris_uk

Hi Daniele,

I wanted to provide an update on the situation as its been a week since the switch to IPv4.

The stability of the connection seems to be much better than it was on IPv6 but we still get a dropouts and/or very slow speeds maybe once every 2 days or so. This is much better than it was though so we are happy to stay on IPv4 for now.

One thing I’ve noticed is that we have a 2 hole socket that we connect the modem to in the wall but the cable is very very loose. I’ve noticed that our speeds are worse when the cable isn’t fully pushed into the wall socket and given there is very little resistance in the socket any slight movement in the cable tends to pull the cable out of the wall slightly or completely. The female coaxial connection inside the wall socket doesn’t look like its in the best condition so maybe that’s why.

Is there any way to make sure the cable stays in the wall better or do we need a new wall socket? We only have 1 in our apartment and it was installed before we moved in so I don’t know how old it is.

Many thanks,

Chris

Daniele_Sunrise

chris_uk Thanks for your feedback. Please contact our support team and let them know that your cable outlet has a loose connection. They will then send a technician to repair or replace your box.

Greetings
Daniele