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Connect Box

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Supporting Actor Film
14 3 0

continuous internet interruption

Hi,

I have UPC Giga Internet at home.

Since I do home work with many skype4business calls (or other programs) I noticed my internet continue have short interruptions of 10-15 seconds (noticed with audio calls) since all the day.

 

I tried attaching one single pc directly to the router but with same issues, and also when I had the 15 sec downtime I tried the PING to google in the Connect Box and during a down the error was: host unreachable or host not found.

 

After 10 seconds and a retry it worked fine.

 

Now since 1 month I'm not able to have a stable connection.

 

P.s. I'm not a "standard user", I'm IT manager and have already tried to check all inside my LAN if there was some problem, but at the end if with a directly router connection without any other devices connected and also directly from the router I can imagine where could be the problems.

 

 


@UPC_Team thanks for your answer.

 

Regards

8 REPLIES 8
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Supporting Actor TV
3 0 0

Re: continuous internet interruption

I am expriencing similar issue as well. 

 

I am keep getting "this site can’t be reached" almost all of the websites but 10 seconds later it works.

 

Skype for Businnes trying keep the connection to the server continously most of the day.

 

I am also not a standart user and I tried different setups but I could not solved it.

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Community Manager
4866 1306 377

Re: continuous internet interruption

@Seals80 & @cereyanli , In order to check your line and other things, please contact our telephone support on 0800 66 88 66. They will be happy to record your error pattern in the system and forward it to our specialists internally for analysis.

 

Greetings

Daniele


Member of @UPC_Team
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Supporting Actor TV
3 1 0

Re: continuous internet interruption

Same problem here


It arised after the UPC Outage from 2020-04-27.

Since then I see PING drops every 20 seconds to multiple minutes. I am PINGing the deault gateway of my UPC IP-ange (77.59.184.1) so staying On-Net and not leaving UPC. The problems are still there.

My UPC Giga Conenct Box is in Modem Mode. It worked without any problems for two month now and after the UPC outage problems started. Restarted the modem multiple times. Seems not to help much.
Used another router/firewall behind the modem. Same problem.

Interestingly when I do a "www.speedtest.net" I nearly can MAX-Out the connection (Down:811,Up:102 Mbps). So this is not the problem. I have the feeling that the modem drops certain packets.

I do Home-Office since weeks using Cisco SSL-VPN to connect to my company and Skype for Business for Telefony/Chat. Everything worked flawlessly until the UPC-Outage.

As the other people mentioned you can see the problem when Skype for Business Voice Calls have short outages and if you manage remote systems using RDP (Remote Desktop Protocol) sometimes when you type
it lags and a second later it goes on.

I really have the feeling that something changed. Was there a Modem Firmware update causing this ? I have colleagues in the company have the Connect BOX as well and have nor problem.
But they have Hardware Vesion 5.1 and I have Hardware-Version 8 (so the newest I think).

And same as for the other guys applies to me: I am a skilled IT Pro which deals with such technologies the whole day. I checked my internal LAN and it performs flawlessly. PINGs inside my LAN show NO drops at all.

@UPC_Team: Any idea or communication what you did in this change which had to be reverted ? Did you apply new config settings to specific modems or backbone components.

 

Regards,

Oliver

 

 

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Community Manager
4866 1306 377

Re: continuous internet interruption

@posbis ,  Welcome to the community! 

 

I have just initiated an exchange for your modem. It is possible that the modem did not survive the interruption without any loss of performance. Please let me know if the new modem has solved the problem.

 

Greetings

Daniele


Member of @UPC_Team
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Supporting Actor TV
3 1 0

Re: continuous internet interruption

That sounds good :-)
How did you match my modem/UPC customer account from my forum username posbis?
Email Address I specified ?

Regards,
Oliver
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Supporting Actor TV
2 1 0

Re: continuous internet interruption

I have had the same issue whole day today, lost lan and wifi then lan worked but wifi died, reset the gigabox to factory setting but still default wifi is unstable, cant login to 192.168.0.1 anymore with the password i had set before reset or with the one mentioned in the giga box. please help.
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Supporting Actor TV
2 1 0

Re: continuous internet interruption

Update : I did another factory reset by pressing reset button for 30 sec while modem was on, to make everything to work again as normal.
Highlighted
Community Manager
4866 1306 377

Re: continuous internet interruption

@posbis , This is correct. We can find our customers by their e-mail address, which makes it easier for us to work on the solution without asking for their customer number.

 

Greetings

Daniele


Member of @UPC_Team