Frequent Internet Disconnections when connected to CISCO AnyConnect Secure Mobility VPN Client

[kapsneer]

Whenever I connect to CISCO AnyConnect Secure Mobility VPN Client on my laptop, Internet starts disconnecting intermittently. Moment I disconnect from my VPN Client, I don't have any issues at all.

I never had this issue when using other Internet provider in the past. Looks like this is specific to Rogers Modem.

Technician has visited couple of times and changed the connectors outside but issue still exists.

Any setups to be done on the modem? Are they both (Rogers Modem & Cisco VPN client) even compatible?

I am using "White" Hitron Gigabit Modem.

Any help will be appreciated.

Thanks!

***Added Labels***

[RogersAndy]

Hey @kapsneer!

Welcome to the community!

Experiencing intermittent connectivity can certainly be an irritating experience! We'd love to assist in getting to the bottom of this fr you. To do so there's a few things you can provide for us to help clarify what you're experiencing.

• Are the disconnects you're experiencing occurring only while using Cisco VPN?
• What version of Cisco VPN are you using?
• Is the VPN for work? If so, have you communicated with them the issues you're experiencing?
• Are the disconnects occurring with a wired or a wireless connection?
• Can you log into the modem and provide us with the firmware/software version?
  • Visit https://192.168.0.1 
  • Username: cusadmin
  • Password: Your WiFi password
  • SW_REV will be located on the status page
• While logged in can you also copy and paste your signal levels?
  • These will be located on the WAN Status page.
• How long has this issue been occurring?
• Have you tested any alternative VPN to see if the issue persists?

Thanks!

@RogersAndy

[wendywolf]

was there a resolution to this problem? as im having same issue.

[RogersTony]

Hello, @wendywolf

Welcome to the Rogers Community Forums!

I know how important it is to have a properly working VPN connection especially if you are using it for work or some other business-related purposes.

We'll need more information from you to properly diagnose what is going on as there doesn't appear to be any known issues reported with CISCO AnyConnect. Please provide us with the information requested in Post 2 of this thread, right above yours.

We look forward to your response. 🙂

RogersTony

[wendywolf]

Very strange that when i called this in for support to check (jan 23) they said they could do nothing as its third party software. After a couple hours i had a clean session to vpn host for 10 hours with no drops.

Cisco anyconnect ver. 3.1.140
connection: hard-wired.
connection: tested with wirless and hardwired on another device same issues.
fortclient/openVPN all work without issues
Frequency: on every connection session to destination for about 6 months or longer.
Times out randomly for about 20-30 seconds then reconnects. Ocassionaly session is clean for an 1-2 hours.

coda-4582
hardware version: 1A
software version: 2.0.10.36t6

Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 591000000 256QAM 1.100 7 35.595
2 597000000 256QAM 1.300 8 35.780
3 603000000 256QAM 1.200 9 35.595
4 855000000 256QAM 3.500 3 35.084
5 861000000 256QAM 3.200 4 35.084
6 579000000 256QAM 1.300 5 35.595
7 585000000 256QAM 1.300 6 35.595
8 849000000 256QAM 3.800 2 35.084
9 609000000 256QAM 1.400 10 35.780
10 615000000 256QAM 1.400 11 35.595
11 621000000 256QAM 1.400 12 35.595
12 633000000 256QAM 1.800 13 35.780
13 639000000 256QAM 2.200 14 35.780
14 645000000 256QAM 2.200 15 35.780
15 651000000 256QAM 2.200 16 35.780
16 657000000 256QAM 2.600 17 35.780
17 663000000 256QAM 2.600 18 35.595
18 669000000 256QAM 2.900 19 35.780
19 675000000 256QAM 3.000 20 35.780
20 681000000 256QAM 3.200 21 36.387
21 687000000 256QAM 3.800 22 36.387
22 693000000 256QAM 3.900 23 36.387
23 699000000 256QAM 4.300 24 36.610
24 705000000 256QAM 4.300 25 36.387
25 711000000 256QAM 4.300 26 36.387
26 717000000 256QAM 4.100 27 36.610
27 723000000 256QAM 4.200 28 36.610
28 825000000 256QAM 3.800 29 35.595
29 831000000 256QAM 4.100 30 35.780
30 837000000 256QAM 4.000 31 35.595
31 843000000 256QAM 3.800 32 35.084
32 303000000 256QAM -3.400 1 35.780

[RogersYasmine]

Hi @wendywolf,

We appreciate you providing this data. Although we can understand where you are coming from, it is true that we do not support third-party options. What we can do is submit a ticket at our end to see what we can find and look for any inconsistencies, but we cannot make any promises that the issue will be resolved indefinitely.

Please send us a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, please CLICK HERE.

Kind regards,

RogersLaura

[NotSoTechnical]

I'm having the same issue and is  painful when trying to work.  I am using the black Rogers Ignite modem (Arris XB6).  I've had this issue the minute I switched over to Ignite.  No one knows why or can explain the constant disconnection.  Any help would be appreciated.

[Gdkitty]

Is it connecting to the VPN.. staying on for a period of time, drop, reconnect, etc?

I did have that back a while myself, on my work laptop.  
Which uses Cisco Anyconnect.   And I am on the Arris modem as well.

But it is no longer doing it.

I guess we can check versions, etc?
If you can check your Firmware version on the modem itself.
And which version of anyconnect are you running?
I am on v 4.7.04056

[NotSoTechnical]

Thanks so much for the response....I greatly appreciate it.  I'm using Cisco AnyConnect version 4.6.04056 (this could be the first problem) and the firmware of the modem itself is TG3482SV6_3.14p12s1_PROD_sey.  The good news is you're no longer having the issue so I'm hopeful.  Thanks again.

[NotSoTechnical]

Thanks Gdkitty.  Rogers has not released nor tested Cisco AnyConnect v 4.7.04056 so I'm stuck for now until they release it.  Cheers.

[Datalink]

@NotSoTechnical Cisco Anyconnect is a Cisco product, and I would guess should be downloaded directly from Cisco:

https://software.cisco.com/download/home/286281283/type/282364313/release/4.7.04056

Looking at that page, it looks like 4.8.02045 is available.  

I'm assuming that you use Anyconnect to run a VPN to your company and that the company most likely has its own IT staff who should update Anyconnect and any other software used by the employees.  Have you had a chat with the IT staff about Anyconnect updates?  Those updates would also have to be compatible with the company VPN software, so the IT staff would have to keep both mobile and company end software in sync and compatible with each other. 

I'm wondering why you're waiting for Rogers to release a newer version of Anyconnect?