Internet interruptions

yesoos · 2023-03-11T12:13:08+00:00

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yesoos

Hi,

Seems that for around a month or so there are times when internet connection latency jumps high. I tried resetting the modem, connecting directly - nothing helps. During the time of high latency internet connection drops briefly. Led on the modem is green during the interruptions. High latency happens even if the internet is not in use. Attaching a screenshot of ping monitoring to google dns

Regards
Jed

Daniele_Sunrise

yesoos 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

yesoos

HI Daniele,

Sent those details in PM.

Thanks
Jed

Daniele_Sunrise

yesoos The signal values of your modem are ok. Since you are using the modem in bridge mode, we would like to know if the cause is present when you put your modem in router mode?

Also, disabling the following services on your own router could have a positive effect:

If you recently encounter limited speed acceleration, or unable to reach maximum connection speed, please try to disable the following features: AiProtection, Traffic Analyzer, Web History, Adaptive QoS, Game boost, Web & apps filters, bandwidth monitor, Mobile Game Mode to maintain the optimal internet speed.

Greetings
Daniele

yesoos

Daniele,

ping test is excluded from any traffic shaping - it just goes directly to the internet. Also - nothing was changed on the router itself before the issues started. As I mentioned the issue is not constant - it happens few times a day but the modem does not report any issue with a red led or whatever.

I will try testing with modem in router modem and will report back in few days or so - thanks.

Regards
Jed

yesoos

Hi Daniele,

Had the same issues when in router mode, yesterday modem lost connection completely, after it reconnected, it was quite ok till today 18:00 and now I get interruptions again.

Regards
Jed

Daniele_Sunrise

yesoos We do not see the interruption in the network. May I briefly ask the following questions?

- Did you plug your modem directly into the cable outlet with the antenna cable or does it have a splitter / WiClick adapter on the outlet?
- Is the antenna cable used the original one from UPC or did you buy one yourself?

I have now proactively initiated a modem swap. 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 report back afterwards if the cause is still present.

Greetings
Daniele

yesoos

Hi Daniele,
- Modem is plugged directly into the cable outlet with cable provided by UPC

Thanks for the swap - hope that this will help.

Regards
Jed

koskot

Dear Yesoos and Daniele,

I was looking for answers for my problem and I believe this is the same problem discussed here as it clearly correlates in time with a nice plot attached in the beginning of this thread. There must have been a firmware update rolled out to the routers beginning of February when I also have started experiencing spontaneous lags/latency issues with internet. This results in occasional annoying browsing experience, Telegram calls being dropped, and some of my WiFi devices reconnecting. I cannot exclude/confirm if this is a WiFi-specific issue, but there is clearly also another problem (appeared in the same time) between WiFi and wired networks: staring ssh sessions constantly gives me this error message: “ssh_exchange_identification: read: Connection reset by peer” (I never see this if I connect between devices exclusively on wired or WiFi networks).

Please, advice me if I need to create a separate report in the forum for not to mix different issues and mess up the focus of this thread. But, I hope my comment can potentially add a bit of an insight on how and when the problems appeared.

Thanks,
Khristian.

yesoos

koskot @Daniele_Sunrise - seems that issues stopped for me at noon 17.03 - since then latency is ok and there are no spikes or drops.

I did not yet replace the modem or cables - but it started working ok.

Regards
Jed

Daniele_Sunrise

koskot Welcome to the community!

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

koskot

Daniele_Sunrise Thank you, Daniele, for the quick and efficient solution! I no longer experience the problems after I switched to the new modem some days ago.

Best regards,
Khristian.

yesoos

@Daniele_Sunrise seems that the internet connection stabilized as soon as you initiated modem replacement. I’ve sent the old one back - thanks for help!

Regards
Jed

dadasdasdasd

Same issue here. Periodical interrupts or lags since ~2 months. Support did not help. Feel helpless and ignored by support.

Daniele_Sunrise

dadasdasdasd Welcome to the community!

Are you already using the Connect Box 2 or still using the DSL modem? The Connect Box is shown to us as offline.

Greetings
Daniele

NraD

Hi I’m having the same problem, I thought the modem needed a break so I waited my vacation to turn it off and unplug it from the wall but it didn’t work, still same problem. It’s especially annoying when I’m working with my NAS and need to restart all over again. the only way to fix this is to replace the modem?

Thanks

Bruno