Unstable internet

Akaka · 2021-03-01T18:33:48+00:00

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enrianna

Hello Daniele,

I think we have a similar problem, I thought it was my laptop, but I noticed that my laptop and my partner’s one drop the internet connection at the same time. This normally lasts for about 10-20 seconds (and happens every 30 minutes). We already switched to IPv4 (which we needed to access our storage remotely), but the problem is still there and it affects virtual meeting quite a lot.

Could you check the connection?

Thanks

P.S. please do not initiate a modem replacement without our confirmation as we will soon leave for holidays and nobody will be here to receive the package till January.

Daniele_Sunrise

enrianna We have checked the signal values and they are ok. Also, we do not see any registered interruptions on the part of the network. It has many devices connected via WIFI. Are your devices that have interruptions connected via WIFI?

Greetings
Daniele

enrianna

Yes, they are connected via wi-fi, but the box is very close to the laptops, and they both drop the connection together, so I’m thinking that it might be something with the box or its settings.

Daniele_Sunrise

enrianna Could you please connect your computer with a LAN cable and then test if the interruptions are still there? This way we can focus on WIFI or LAN when troubleshooting.

Greetings
Daniele

luanjot

Hello,

You had a problem in my building last Friday and, since then, my router does not function properly. Yes, I am aware this is probably not a network issue but a wifi one, but it has been working fine since we moved in July and, after this problem you had, it started working wrongly.

Even Chromecast, which sits next to the box is lagging and stopping constantly. This had never happened before.

Ping to 8.8.8.8 is very unstable and it is impossible to work like this.

64 bytes from 8.8.8.8: icmp_seq=670 ttl=118 time=20.086 ms
Request timeout for icmp_seq 671
64 bytes from 8.8.8.8: icmp_seq=672 ttl=118 time=23.696 ms

Daniele_Sunrise

luanjot Welcome to the Community!

If you want, we can switch your modem to IPv4 as a test. After that you can test if your error pattern is still there.

However, I can make the switch only after you have received the package with the cables that is on its way. After that, please contact me here again and I will make the change.

Greetings
Daniele

luanjot

Hi there,

After doing a lot of testing it seems that… the issue was the christmas tree next to the router. This seemed to break the signal somehow even for the TV that was next to the router. We have moved the tree and there are no issues so far.

I will write again if the issue comes back.

luanjot

Yes, well, it is unlikely that the cable is the issue. Pinging the router was also unstable even when the cable was disconnected, but the person on the phone was not interested in any info i could provide.

Now everything seems to be stable again.

Stiofan

Hi Danielle

I have a similar problem. Laptop keeps disconnecting on WiFi but is fine on LAN. Very annoying on work meetings.

Any suggestions?

Daniele_Sunrise

Stiofan Welcome to the community!

We have checked the signal values and they need some readjustment. For this reason, I have just created a technician appointment. You will be contacted within 24 hours for an appointment.

As for your WIFI, I would have the following suggestions:
- rename one of your WIFIs (e.g. the 5GHz) and add a _5GHz at the end
- now connect all devices which are further away from the modem to the 2.4 GHz WIFI, devices which are closer to the modem to the 5GHz WIFI
- test it again

If my suggestion does not lead to an improvement, I recommend installing the Connect app on your phone so that you can then measure your WIFI in the apartment and if necessary order a Connect Pod via the app.

Greetings
Daniele

enrianna

Hi Daniele, it looks like the LAN connection is more stable than the WIFI

Daniele_Sunrise

enrianna If you want to use important applications and work from home, for example, I always recommend a connection via LAN cable, as this is less susceptible to interference.

Greetings
Daniele

enrianna

Hello Daniele_Sunrise

Thanks for your reply. I tried to separate the 2.4Ghz SSID from the 5Ghz one but I still see packet drops. This does not happen when I use my backup access (via 4G router). I can confirm that a device attached via ethernet does not experience packet losses, however my desk position does not allow me to connect my working pc via ethernet. I have had multiple access points in the last 10 years and this is the first one that shows this problem, which makes me think that maybe the router is malfunctioning?

Greetings,
Enrico

Daniele_Sunrise

enrianna I recommend you download the Connect app from your mobile app store, install it, and then when the app suggests it to you, order a Connect Pod, which will extend your WIFI signal. In the meantime, we have initiated a modem replacement and you will receive a replacement in the next few days.

Greetings
Daniele

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