UPC Supporting L2TP passthrough? Gigabox keeps dropping internet!

UPCZHCabe · 2021-10-28T16:53:12+00:00

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UPCZHCabe

Hi all,

I am recently with UPC. I have connected my Gigabox with a new Wifi 6 router, which is setup with VPN through L2TP protocol. The internets connect initially but after some time fails/drops. I have gone through several scenarios with VPN and the issue is not with them. My VPN think the issue is with my ISP (UPC). I contacted Technical Support and they gave me a new Gigabox and I have the same problem.

So back to UPC.. how can this be resolved?

Daniele_Sunrise

UPCZHCabe 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

UPCZHCabe

Hello Daniele,

Thank you for your response. I reset the Gigabox and restarted my wifi 6 router but I see the same problem. I’m connected to L2TP but the internet drops after 5 minutes.

Any other ideas?

Daniele_Sunrise

UPCZHCabe Since you are using your modem in bridge mode, you need to open these ports on your modem and / or PC:

TCP/47 GRE, TCP/1723 for PPTP, TCP/1701 for L2TP and TCP-UDP/500 for ISAKMP, CISCO etc (only in case of using L2TP)

Greetings
Daniele

UPCZHCabe

hello, open ports on the gigabox or my tp-link router?

Daniele_Sunrise

UPCZHCabe If you use your modem in bridge mode, then the firewall is disabled. So you have to open the ports on your router.

Greetings
Daniele

UPCZHCabe

Hi Daniele,

Thanks for your suggestion. To Open up the ports in the Router, I can only supply one IP Address (which is one of the client devices). Please see the screenshot below. Which IP/Client device makes sense?

Daniele_Sunrise

UPCZHCabe I recommend to enter here the IP, which needs the VPN connection. How to trigger multiple IPs you have to look up in the user manual of your router.

Greetings
Daniele

UPCZHCabe

Hello Daniele.. I think this has fixed the issue. I opened the above ports and now I have had 36 hours of uninterrupted L2TP connection 🙂. Thanks a lot for your Support it has been very helpful.

Daniele_Sunrise

UPCZHCabe Thank you very much for your feedback! 😊

We would appreciate your feedback via the feedback form on the right side of the community homepage.This is the only way for us to improve.

Greetings
Daniele

UPCZHCabe

I have provided feedback 🙂. Thanks again.

UPCZHCabe

Hello, I’m sorry but this problem is not fixed. The internet drops every day or second day and I have to disconnect and connect again manually with the router for it to work.

Today I have to disconnect and reconnect 5 times so far, which is unacceptable. Are there any other suggestions?

Daniele_Sunrise

UPCZHCabe I have called in a technician for safety. You will be contacted within 24 hours for an appointment. Our order to the technician is to check the signal values once.

Please let us know what the technician found.

Greetings
Daniele