Connection unstable

MPMS · 2022-01-20T08:05:30+00:00

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MPMS

I’m having problems with the stability of my internet connection, esp. with Tor.  Found a bunch of these in my logs:  No Ranging Response received - T3 time-out; 

 how can it be fixed?

Jonathan257

Hello MPMS and @Daniele_Sunrise

In the last 24 / 48 hours my WiFi has also become unstable. - ie: approx. 10 second drop-outs every few minutes.

I am in the Aargau / 55xx area…, and I have - of course - rebooted my Internet box couple of times already…

Daniele_Sunrise

MPMS Welcome to the community!

Is the computer that has the interruptions connected to LAN 3? Can you please give us some more information about your home network setup and more details about the error pattern?

Greetings
Daniele

Daniele_Sunrise

Jonathan257 The signal values of your modem are not ok. In this regard, we have just created a technician order. You will be contacted for an appointment within 24 hours.

Please contact us with feedback after the technician visit.

Greetings
Daniele

Jonathan257

Hello @Daniele_Sunrise

The technician has now visited, he told us that there was a “kink” in our cable, he thought that was the problem - and so he replaced the cable for us.

Initially however (after he had left) the internet was still the same “up & down”.

But I’ve just rebooted the Box now, and we wait to see how stable it is over the next few hours.

Can you see whether the “signal values” are OK from your end now?

Thanks, Jonathan.

Daniele_Sunrise

Jonathan257 The signals are now working properly and without any interference. Please watch it for a while and report back afterwards.

Greetings
Daniele

Jonathan257

Hello Daniele_Sunrise

It’s not looking good so far.

The TV keeps buffering or losing sound.

I’ve swapped the cables (well one: that runs from the GigaBox to the TVBox) and rebooted the GigaBox again… I’m “keeping an eye on it”…

Jonathan257

Hello Daniele_Sunrise

Oh, the irony… I can’t even access the UPC forums without it taking 3 attempts to load…

I am hoping that you aren’t going to leave this till next week to try to resolve it…

Jonathan257

DNS could not be found

site is taking to long to respond

“no internet” - check your cables / modem / router

Marlovelle

Jonathan257

Same here. It eventually loads so you can see the service status is “available”.

Daniele_Sunrise

Jonathan257 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.

Please come back after with a feedback.

Greetings
Daniele

Jeanie

Hi @Daniele_Sunrise,

I am having similar issues since yesterday. I am almost unable to participate in Teams meetings since my video (and also often the sound) frequently freezes… very inconvenient for home office… Similar connection issues with my phone. Just to mention, laptop and phone show both 3-4 active Wifi signal bars, so I believe it is not a problem with e.g. distance.

I have talked earlier today to the UPC support who created a separate 2.4GHz Wifi to connect. Initially it worked but soon afterwards it turned out my computer doesn`t like it at all and completely lost all Wifi signals, so I connected it again to the “normal” Wifi which I believe uses both 2.4/5GHz.

Should probably mention that I am even using a connect pod to enhance the signal from the router. which worked well until yesterday.

Marlovelle

Jeanie Also having the same issues and support was not of help - in fact they were supposed to call me back and never did. Then I talked to them again and was told to annotate the times when the connection was lost so they could check from their end. I guess Monday I’ll be on the phone again trying to get this fixed so I can work.

Daniele_Sunrise

Jeanie Welcome to the community!

Please send us your customer number, address and date of birth via private message. We will be happy to check the configuration of your modem.

Greetings
Daniele

Jonathan257

Hello @Daniele_Sunrise

Can you organise a technician to come out this morning please?

As I sit here at 8am, still with the same problem, and this is making WFH very difficult…

Thanks, Jonathan.

fguerrei

Jonathan257 same… wifi speed fixed but drops off every 5 min

Daniele_Sunrise

fguerrei Welcome to the community!

Please send us your customer number, address and date of birth via private message. We will be happy to check the configuration of your modem.

Greetings
Daniele

Jonathan257

Hello Daniele_Sunrise

Everything seems to be working normally now, so all OK. Thanks.

Can I ask what the problem was please? (as I am guessing it wasn’t with the router at our end…)

Daniele_Sunrise

Jonathan257 The exact cause is still under analysis and is not yet known to me.

Greetings
Daniele

Jonathan257

Hello @Daniele_Sunrise

We are still having audio / video problems when on calls here, specifically:

approx. 3 times per 30 mins the connection is interrupted (ie: other people on the call cannot hear me and the video freezes).
Note: this even happens in audio only calls (ie: when video is switched off).

Did your analysis identify the root cause / problem yet?

Daniele_Sunrise

Jonathan257 We can not understand the interruptions. The signal is set optimally. But what we see are 11 devices connected via LAN. So we assume that a switch or HUB is connected to the LAN ports.

Can you please tell us how exactly your computer is connected to the Internet?

Greetings
Daniele