Unstable internet

Akaka · 2021-03-01T18:33:48+00:00

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Akaka

Daniele_Sunrise

Yes, please go ahead if that can be one solution. But I would say that the problem is not only about Zoom, sometimes it also disrupts internet surfing. Let’s see if that will solve the problem.

Thank you

Daniele_Sunrise

Akaka We have made the changeover, which will be completed in 30 minutes. Restart your modem afterwards. If you have problems, reset your modem. Press the reset button on the back of the modem with a pointed object for at least 25 seconds. Then please try again.

Greetings
Daniele

vkumar

@Daniele_Sunrise I too have similar issues. I am based out of Vienna and started using Magenta wired home internet connection from 1st March 2021, since then I have this issue, especially when on video calls (MS Teams, Google Duo, WhatsApp). The wifi will be on but with no internet and the calls will be keep on saying re-connecting.

Daniele_Sunrise

vkumar Welcome to the UPC community!

Please contact your provider Magenta and have your connection switched to IPv4 for a test. Unfortunately we can’t do it for you from Switzerland.

Greetings
Daniele

CPOP

Daniele_Sunrise I have a similar problem. I’ve been away for a few weeks and now I see the WIFI is disconnecting every few minutes. I use video conference daily. My Customer ID is 6646504. Would you be able to help? Thank you. Cosmin.

vkumar

@Daniele_Sunrise Sorry I didn’t know this community is only meant for Swiss. Anyways thank you for your response.

Daniele_Sunrise

CPOP Welcome to the community!

We have made the changeover to IPv4, which will be completed in 30 minutes. Restart your modem afterwards. If you have problems, reset your modem. Press the reset button on the back of the modem with a pointed object for at least 25 seconds.

Then please try again.

Greetings
Daniele

Bartosz

Unfortunately same problem here… I have a suspicious that the router is unable to handle traffic of multiple devices connected via the hub. I have a 6 ports ethernet hub with 6 devices connected via cable. Every time when I touch it, plug in/out devices the problem starts and takes time to stabilize. Unfortunately, i was connecting new device more than a week and problem still exists despite of number of resets of the modem. I even something’s need to reset it few time before it will connect to the internet. Waiting even 30 min… And modem is till not connected.
I have a feeling that the modem has serious performance issues and is unable to handle increased traffic at specific ethernet port.

What’s the solution?

Daniele_Sunrise

Bartosz Welcome to the community!

Then please try again.

Greetings
Daniele

Samantha

Hi Daniele,

After reading this thread I also think I have the same issue. I am constantly getting kicked out of my office team meetings and I have also noticed my TV is disconnecting quite a lot lately.

Best,
Samantha

Daniele_Sunrise

Samantha Welcome to the UPC Community!

We have checked the signal values and they are ok. I recommend you to connect your Samsung to the 2.4GHz WIFI. You can change the name of the 2.4GHz and connect it to this network. In addition, for devices that are important for work, we recommend connecting them via LAN cable.

Greetings
Daniele

Akaka

Daniele_Sunrise

Hi Daniele,

The internet worked for a few days without problems. However, now it is even worse than before. It lags every time, it’s almost impossible to have Zoom or Skype calls, and even bothers me when I’m just googling. Could you do another action to fix the problem? Thank you.

Daniele_Sunrise

Akaka How do you make your meetings with a computer connected via WIFI? If yes, please connect it via LAN cable.

I have now renamed your 2.4GHz WIFI and added a _2.4GHz at the end. Please log in to the modem and change the password for the 2.4GHZ WIFI. After that connect all devices which are further away from the modem with the 2.4GHz WIFI, all other devices with the 5GHz WIFI.

Greetings
Daniele

Akaka

Dear Daniele,

I was always using LAN cable for my meeting. Still, I have problems with the internet connection sometimes. I found that the lights of the connection box blink when the connection is unstable. Could it be the problem? Can I get a new connection box?

Thank you and happy Easter!

video-2021-04-01-1-42-17-pm.mp4

2MB

Daniele_Sunrise

Akaka We have just initiated a modem replacement. In a few days you will get a replacement. Please replace all new cables with the old ones, including the power supply.

Happy holidays to you too! 😀

Greetings
Daniele

fbai

Hi Daniele
I seem to have the same issue as Akaka - has been working well for a long time but last 4-5 weeks it has been very unstable. I have the connect box and using Google Wifi since 2 years or more without issues, but even the cabled devices are showing fall outs frequently. I have also tried many things; rebooting, restarting, renaming, cable check etc etc. nothing seems to work. Any suggestions? Customer number: 5466317

Daniele_Sunrise

fbai Welcome to the UPC Community!

We have just initiated a modem replacement. You will receive a replacement modem in the next few days. Please replace all cables including the power supply with the ones in the new package.

Greetings
Daniele

fbai

Daniele_Sunrise

thanks! Will keep you informed if any issues after replacing the modem

Have a great weekend

Frederik

fbai

Daniele_Sunrise
Hallo Daniele
I should receive the modem tomorrow, thank you. (is it the giga box? )

As said I use it with Google Wifi and as I recall this requires the UPC modem to be in bridge mode, correct? Are there other settings that would be benficial for this set up? Set up is as follows: UPC Modem -> Googe Wifi router -> switch -> 3 AP wired
Also; I don´t have a laptop with ethernet (have a Mac) - can I connect to the new modem wireless before connecting to Googe Wifi Router and switching to bridge mode?

Thanks in advance

Frederik

Daniele_Sunrise

fbai The way you explained the connection option, it should work. You can connect to the modem via WIFI as long as it is not in bridge mode. In bridge mode the WIFI is disabled.

Greetings
Daniele

fbai

Daniele_Sunrise

Hi Daniele
I received the new modem and I have set it up following the instructions. Everything works, but I´m still experiencing the unstability. I have checked with Google and if it is the wifi set up, but this is not the case. I also ran the set up without google Wifi and still sees the “gaps” in signal. What else can we try? Will a static line help?

thanks,

Frederik

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