unbearably slow and flaky vpn connections

supportemailwouldbegreat · 2022-01-28T16:56:43+00:00

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Daniele_Sunrise

supportemailwouldbegreat The signal values of your modem are not set correctly in the upstream area. For this reason your modem tries to correct the signals, which is too much for the modem.

We have created a technician order for this. You will be contacted for an appointment within 24 hours.

Please contact us after the technician visit with feedback.

Greetings
Daniele

supportemailwouldbegreat

I had the technician visit me today, He changed the wall socket and measured everything to be okay.

The problem still stays. He said next step would be to have the modem exchanged

Daniele_Sunrise

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

Please contact us again afterwards if the cause is still present.

Greetings
Daniele

supportemailwouldbegreat

Looks like the new modem improved connectivity. No more sudden disconnections and VPN connections are usable again.

WorkingFromHome

I’m glad to see this person’s problem with flaky vpn connections was resolved. I am unfortunately also having unstable vpn connections, where it disconnects and reconnects several times per hour. This is with LAN cable or with WiFi. No other issues are noticeable with the WiFi connection for our personal computers or mobile phone - Just this problem with the VPN.

What do I need to do to get a technician to come out to check it, as was done for this customer?

Daniele_Sunrise

WorkingFromHome The signal quality of your modem is ok. We recommend you to connect the computer via LAN cable directly from the modem, which is used for VPN and HomeOffice. Currently we see most computers connected via WIFI 5GHz.

Greetings
Daniele

WorkingFromHome

I’ve connected via LAN cable all these years, not with WiFi and certainly not 5G. As I already mentioned, it happens with LAN or WiFi.

The VPN issue is too frustrating and has lasted too long with no real proposed solution from support, so with all this negative experience - plus the comments from my company’s IT department that UPC has the worst VPN experience they’ve seen - I am moving to a different Internet Provider.

Daniele_Sunrise

WorkingFromHome Could you please run a short speed test series according to the following instructions at CNLAB (computer does not need to be in safe mode). Afterwards please post the CNLAB UID for our further analysis.

Greetings
Daniele

WorkingFromHome

I followed all the steps and ran the test – The ID you request is:

Client ID (UID): 5777802275288075

It seems our home network may be limited to 100MB based on the results as I understand them. How can we know the cause of this limitation and how to change it?
(Note: I have read the site https://community.sunrise.ch/d/8677-gigabit-yes-with-the-right-conditions
and I confirm that the LAN cable I am using is new and the coax cable is the one that came with the Giga Connect Box.)

If it is due to a limitation in the cable coming into our apartment building, can you please help me set up an appointment to have someone come out and check/update that cable?

Daniele_Sunrise

WorkingFromHome The limitation comes from the computer that does the test. This one only connects at 100mbit. Can you tell us what kind of computer you have and what kind of network card is installed?

Greetings
Daniele

WorkingFromHome

That doesn’t help then. The problem is with my work computer, and I’m not authorised to install software on it so can’t run that test which you’ve requested on the work computer (with the VPN).

Daniele_Sunrise

WorkingFromHome Can you please run the following on your computer (Windows OS)?

- Click on the magnifying glass at the bottom left
- type msinfo and press enter
- Then click on Component - Network - Adapter

What do you see there? Does it say that you have a Gigabit network card?

Greetings
Daniele

WorkingFromHome

Hello Daniele,

The Product Type shown on mine is: “Realtek PCle GbE Family Controller”

Thanks

Daniele_Sunrise

WorkingFromHome Can you please go to this page and follow the instructions at point “Modify the Ethernet Card Speed and Power Management”? Please note that you have to select 1Gbit Full Duplex and not 100mbit Full duplex.

Greetings
Daniele

WorkingFromHome

Ok I have made that change, hope it helps - Thank you.