Internet disconnections / interruptions frequently

hardipeter · 2022-05-02T08:39:31+00:00

Dear UPC, I’ve been experiencing a significant amount of internet interruptions/disconnections in the past 4-5 weeks. A UPC tech. guy was here last week, ch...

Internet disconnections / interruptions frequently

Daniele_UPC

hardipeter Welcome to the community!

The signal quality of your connection is fine. We see a Netgear device connected. Can you please tell us what this device is?

Greetings
Daniele

hardipeter

Daniele_UPC Dear Daniele, I have my own home WIFI network as well for years.

But the internet is connected via a LAN cable from the UPC modem directly to my PC [no WIFI], so the issue is independent from that. Also, for the first half year the service was working fine with the exact same setup.

Greetings,
Peter

Daniele_UPC

hardipeter We see one Netgear device and no other devices. So we assume that you have a double NAT (two firewalls in a row). Please remove your Netgear and connect the computer directly to the modem and test it again.

If it is too inconvenient, you can also use your modem with your Netgear router in bridge mode.

Greetings
Daniele

hardipeter

Daniele_UPC I’ve reconnected the UPC modem to the PC with a UTP cable again.

[I’ve disconnected the UPC modem yesterday completely from my PC and connected my old internet connection instead, because that one was working fine.]

Daniele_UPC

hardipeter Please observe the interruptions if they are still present. You can also test this with the bridge mode.

Greetings
Daniele

hardipeter

Daniele_UPC I’ll test it today/tomorrow again with the direct LAN connection to avoid any other possible issues with the WiFi.

hardipeter

Daniele_UPC Just now disconnected again for like 30 seconds. It’s back right now.

hardipeter

Have you seen any issue in that timeframe? l need to switch back again from UPC to the old ISP otherwise I cannot work due to continuous interruptions… and if the issue cannot be fixed, I’d need to consider changing my ISP.

hardipeter

hardipeter @Daniele_UPC have you managed to identify any issues with the network? It has been broken multiple times again and again, I cannot use UPC at all with this many interruptions.

What are my options if this cannot be fixed?

Thank You.

Daniele_UPC

hardipeter 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 on whether it’s better so we can measure the line.

Greetings
Daniele

hardipeter

I’ve restarted the modem 1.5 hours ago, just now disconnected again for some seconds.

Daniele_UPC

hardipeter The signal quality is fine. How does it look for you?

Greetings
Daniele

hardipeter

Until now it didn’t disconnect again, I’ll monitor it closely tomorrow as well.

hardipeter

Thank You for the help, seems like the IPv6->IPv4 update stabilized the connection for now.