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Supporting Actor TV
3 1 0

Giga Connect Box - Internet Random Timeouts

Hello,

 

It's been few  weeks since I switched my subscription from Happy Home 600 to the new Giga one. After the switch I am experiencing randomly packet loss and Internet disconnections.

 

I have already opened last weekend a ticket (Ticket 12918895) with the promise somebody will call on me the 15th October 2019, but since then nobody contacted me.

 

ping-pc1.pngping-pc2.png

 

The issue still persists, and on my side I tried everything possible to pinpoint the issue without any success. Please note that the two pc I ran tests are connected via Ethernet Cat 6 cables to the GigaConnect Box and speedtest using the cnlabs reports a reasonable gigabit speeds.

 

speedtest.png

 

I have noticed that if I run the diagnostics the box, it reports errors even if it's working normally:

 

diag.png

 

Sometimes, especially when daughter is playing online games, she got disconnected from the servers, and the Internet connection is not working for circa a minute, then the connection is back and she can continue play the games.

I am out of ideas, but there's still one thing I would like to try is to switch the box on IPv4 and use either on IPv4 or in modem mode.

 

@Daniele_UPC is it possible to have the modem switched to IPv4 so I can test directly and see if the issue still persists? I would also give the modem mode a try, since I already have an high-end router on my side and see if my issue got solved?

 

Thanks, best regards

7 REPLIES 7
Community Manager
3159 978 245

Re: Giga Connect Box - Internet Random Timeouts

@ilganna , Welcome to the Community!
Thanks for the test results. I switched your modem to IPv4. Please start a measurement series via CNLAB. Then contact our support so they can add the UID of CNLAB to your ticket.

 

Greetings

Daniele


Member of @UPC_Team
Supporting Actor TV
3 1 0

Re: Giga Connect Box - Internet Random Timeouts

Hi @Daniele_UPC ,

 

Thanks for switching my modem to IPv4!

 

I will indeed run the tests as soon as I can and communicate my UID to the tech support people.

 

Again, thank you very much!

 

Best regards

Supporting Actor Film
6 0 0

Re: Giga Connect Box - Internet Random Timeouts

What came of this?

 

I coincidentally switched to IPv4, too, as I otherwise couldn't connect to my work's VPN, and it was better for two days, but since Saturday I get the same packet loss and game freezes again, so to me looks like it isn't this. 

 

There seems to be a problem with the Giga Box. 

Moderator
248 110 12

Re: Giga Connect Box - Internet Random Timeouts

Hi. Could you please send us you customer number as DM. We would like to check on that too. Best regards, Ahmet

Supporting Actor TV
3 1 0

Re: Giga Connect Box - Internet Random Timeouts

Hi womafina,

 

After switching to IPv4, it seems that the connection was indeed better, but a couple of times I had some extended issue with DNS resolution on a specific pc (while the other clients were fine). In any cases, I had around a router, so I set my Giga Connect box in modem mode and since then everything is working like a charm. (if you're wondering which one I use, it is a DrayTek 2926 Vac one; thing that I like very much of this router is that the boot/reboot process takes only 5 seconds).

 

I need also to mention that two gentlemen from UPC Technical support took a look on my line and they concluded I have no issue with the physical signal/strenght and/or the connection to their backbone.

 

It may be a "flaw" on the box firmware in router mode, but sincerly I had no time to run extensive tests on that direction.

 

Thanks, best regards

Ilganna

Supporting Actor Film
6 0 0

Re: Giga Connect Box - Internet Random Timeouts

Thank you very much for that, I think I will buy a router too and put the Giga Connect Box into modem mode.

Supporting Actor TV
3 1 0

Re: Giga Connect Box - Internet Random Timeouts

I am experiencing the same issues since switching to the new UPC Giga Connect Box.

Especially when playing Overwatch I get huge lagspikes / rollbacks with constant packetlosses.

Additionally my TV-Box very often get's disconnected from my WLAN and doesnt reconnect properly, so I am forced to reset my TV-Box.