Slow connection and unstable connection for the last two weeks

tzz · 2022-02-08T12:35:21+00:00

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tzz

With no changes on modem configuration or network setup in our place, we have seen frequent drops on the internet connection in the last couple of weeks.

It happens several times a day and is impacting productivity in our “working from home” setup.

Have tried disconnecting and replugging the cables and resetting the modem, but no improvement so far. It is also happening in all devices we have connected to it.

Truly appreciate a help on this.

Daniele_Sunrise

tzz Welcome to the community!

We have checked the signal quality and it is fine. What we see is a Western Digital device connected via LAN. All other devices are connected via WIFI. Also, the Intel Corporate device with IP 192.168.101.185 is connected via Guest WIFI.

You could now test the following:
- Separate your two WIFI networks and add for example a 5G at the end of the 5GHz WIFI. Then connect the devices that are further away from the modem to the 2.4GHz WIFI (without the 5G at the end). The devices which are closer to the modem you connect with the 5GHz WIFI.

Test it again and report back here.

Greetings
Daniele

tzz

Hi Daniele,

Thanks for the recommendation, but the three laptops are in the same room as the connect box, within a 4 metres distance from it (no walls/obstacles in between). Not sure the GHz would make any difference there.

The connection get particularly bad over VPN, when having video calls with the office (not only my office/my laptop, but also my wife’s [different office / different laptop]). Still today, call getting freezed frequently and losing connection.

Appreciate your feedback on that.

Thanks

Daniele_Sunrise

tzz I have renamed your 2.4GHz WIFI and added a 2.4 at the end. Please connect the devices which are further away from the modem with this WIFI. Connect all other devices with the 5GHz WIFI (without 2.4 at the end).

Check back with an update afterwards.

Greetings
Daniele

tzz

Hi Daniele,

just to reiterate, it all started in the last couple of weeks. Nothing changed in our setup but the internet keeps dropping during conference calls, having also a significant decrease in speed.

Today again happened several times.

Thanks

Teemu

Hello

I have exactly the same issues, I work from home office but I’ve had several meetings ruined in the last week because of slow connection or connection totally dropped off. Using VPN makes it worse, but the same issue is still there without VPN.

My laptop is in the same room as the connect box, we also have the connect pod for the other rooms but even there we have issues.

What can be done for this?

Thanks

Daniele_Sunrise

Teemu Is your request still current?

Greetings
Daniele

DWI

I think I am in the same boat!

tzz

Hi Danile,

any feedback you can share on this?

The quality of the internet connection is impacting our productivity while working from home. Meetings are being severely disrupted and work had to be redone due to the connection issues.

Again, nothing has changed on the setup at our place. All computers are in the same room as the connect box, all having the same issue (including mobile phones on wifi), and it has all been fine since I can remember. It all started a couple of weeks back.

Appreciate a swift response on that.

tzz

Any updates on this, please?

Another week starting, issues still persisting.

Teemu

Indeed an update would be appreciated.

The issues are ongoing, and work is suffering.

tzz

It’s been a few days on this thread with no feedback from support.

Any help on this, please? The issue is still going and it IS causing problems at work.

Is there a direct line for support or are we depending on the community posts?!

Kristi22

Hi, I’ve had UPC internet for 3 weeks and already 3 times suffered a dropout. Modem light turns red, according to the service report the service is “partly available”, the Connect Box status was "requesting CM IP address) or “Internet (US ranging)”. Tonight was the worse with an outage of about 1 hour (so far), the other times were during the day only for a few minutes but really bad for WFH.

Considering that with my previous provide I had no problems whatsoever in 3 years, this is unacceptable!

What is going on??

Thanks.

Teemu

Daniele_Sunrise

Hi Daniele

Yes it’s still current. Issues especially impacting video conferences, happens almost every day that the signal drops out for some moments or a few minutes.

Thanks

Daniele_Sunrise

Teemu 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.

Please get back to us afterwards with feedback.

Greetings
Daniele

Teemu

Hello

I still have the issues after the re-config and reset, today has been especially bad with video calls but I also had issues last week.

I really need a solution for this as my work is suffering. What can be done?

Teemu

Daniele_Sunrise

Teemu All signals are clean and optimally set. With what kind of device do you have the interruption and how exactly is the device connected to the Internet?

Greetings
Daniele

Teemu

It’s my laptop, connection using wifi, with vpn. I’m now trying with the cable directly to see if it’s better, but it’s not a long term solution as it doesn’t work with the home office layout.

tzz

Hi Daniele,

reopening this thread, unfortunately.

I have reset the modem, split the 2.4GHz and 5GHz networks (with different passwords), moved the laptops closer (even more, 2m from it with no phisical barriers in between) to the connect box… all in vain. The network is really full of hickups, we can’t make conference calls (either simultaneously or one at a time) without having it dropping and having massive lags. Page load also got really slow.

Could you please, assist on this. It is heavily impacting our work and we can’t continue like that.

Again… we have a contract with UPC for several years and never had a problem. It all started a couple of months back (with no absolute change in our home environment, computer configurations, etc) and got to a point that just can’t be ignored. We just can’t work at home.

Appreciate your swift and effective response.

Thank you.

Daniele_Sunrise

tzz The signal quality of your connection is ok. Is the affected computer an Intel PC with internal IP 192.168.0.185? If yes, can you please connect this device via LAN cable and observe it afterwards?

Greetings
Daniele

tzz

Hi Daniele,

any feedback on this, please?

It’s been a week since my last post withou any reply.

Thanks.