VPN (Global Connect), WAN routing issues - traffic just stops

[EddG]

Sorry for the random title, but trying to summarise how the issue manifests!  So just to clarify, I get full 80/20 DSL sync on the hub and very good speed test results.  Ping is around 34ms, and could be better but not too bothered about that.

I have been pulling my hair out for the last 4/5 weeks.  Since around the beginning of April I get these random periods where Sorry for the random title, but I'm trying to summarize how the issue manifests! To clarify, I get full 80/20 DSL sync on the hub and very good speed test results. Ping is around 34ms; it could be better, but I’m not too bothered about that.
I have been pulling my hair out for the last 4 to 5 weeks. Since the beginning of April, I experience random periods where the hub just stops working. It doesn't drop the PPP or DSL connection, and the light remains aqua on the hub. Hybrid Connect doesn't kick in either because the hub still maintains a WAN IP address. If I run EE's automated fault check via text, it tells me it cannot reach the HUB, even though the line test is fine. I then restart the hub, and everything works—except I'm having to do this every 1 to 2 days. It's very strange. Essentially, there is no throughput traffic up or downstream, yet the DHCP IP remains intact, the WAN IP remains intact, RADIUS uptime, etc.

They've already sent me three hubs in as many weeks. I started with two SH3As and now I'm onto a SH3B. The SH3B seems better in other ways.

Another issue that also seems to manifest most of the time is VPN connection problems. I use Global Connect for work, and I have gone through just about every diagnostic with them, including changing the servers and reinstalling the client, etc. But the VPN will sporadically drop out, maybe once or twice an hour. It doesn't happen every day but usually every few days. Essentially, work is saying that I need a static IP address. However, after inquiring through Tech, Connections, Sales, etc., everyone says EE doesn't offer them. So maybe I just need to move to BT Business?

Although that gets me thinking that these two issues might be related. My gut feeling tells me it's a WAN routing issue. I have gone through diagnostics with Tech more times than I can remember. Today, I asked if the issue could be escalated to TMC, and I was reluctant to restart the hub as you are generally more likely to catch the issue when it’s not working. However, the person from Tech refused to go any further until I restarted the hub because apparently the line test wouldn't work without the hub functioning—seems to contradict itself a bit when tech support is about fixing stuff that is broken.

Lo and behold, after about an hour and 15 minutes, probably 90% of which was hold music, we progressed to an engineer visit. It was supposed to be Qube, but they booked an Openreach engineer for Wednesday. I think this will be a waste of time, as there is definitely no issue on the DSL access network. It's in the logical layer, somewhere between me and the WWW. Traceoute below. I thought TMC (Technical Management Centre) would be the best place to start as they may be able to do deeper checks in the logical layer.

I guess we'll just have to let the engineer come on Wednesday and send back the job as 'CP Issue' when tested. I might ask them if they can increase the retransmission on the VDSL side. But any advice would be welcome. the hub just stops working.  It doesn't drop the PPP or DSL connection, and the light remains aqua on the hub.  Hybrid connect doesn't kick in either, because the hub still maintains a WAN IP address.  If I run EE's automated fault thing via text, it just tells me it cannot reach the HUB, even though the line test is fine.  I then restart the hub and everything works.  Except for I'm having to do this every 1/2 days.  It's very strange.  Essentially no throughput traffic up or downstream, yet DHCP IP remains intact, WAN IP remains intact, RADIUS uptime etc...

They've already sent me three hubs in as many weeks.  Started with two SH3As and now onto a SH3B.  SH3B seems better in other ways.

Other issue which also seems to manifest most of the time is VPN connection issues.  I use Global Connect for work and I have gone through about every diagnostic with them, including changing the servers, reinstalling the client etc.  But the VPN will sporadically drop out, maybe once or twice an hour.  It doesn't do it every day, but usually every few days.  Essentially in a nutshell work are saying that I need a static IP address.  However after enquiring through Tech, Connections, Sales etc everyone says EE don't offer them.  So maybe I just need to move to BT Business?

Although that get me thinking that these two issues might be related.  My gut feeling is telling me its a WAN routing issue.  I have gone through diagnostics with Tech more times than I can remember.  Today, I asked if the issue could be escalated to TMC, and I was reluctant to restart the hub as generally you are more likely to catch the issue when its not working.  Although the person from tech refused to go any further until I restarted the hub because apparently the line test wouldn't work without the hub working - seems to contradict itself a bit when tech support is about fixing stuff that is broke.

Low and behold after about 1 hour and 15, probably 90% with hold music, we progressed to an engineer visit.  It was supposed to be Qube, but they booked an Openreach engineer for Wednesday.  I think this will be a waste of time, as there is definitley no issue on the DSL access network.  It's in the logical layer, somewhere between me and the WWW.  Traceoute below.  I thought TMC (Technical Management Centre) would be the best place to start as they may be able to do deeper checks in the logical layer.

I guess we'll just have to let the engineer come on Wednesday, send back the job as right when tested 'CP Issue'.  I might ask them if they can increase the Retransmission on the VDSL side.  But any advice would be welcome. 

Many thanks,
Edd

[Leanne_T]

Hi there @EddG 

Thanks for coming back to the community and sharing everything that has been tried so far for the issue you're experiencing. 

If this continues after the engineer visits tomorrow, please get back in touch with our broadband tech guides and the team will continue the troubleshooting and let you know the next steps.

Thanks. 

Leanne.