Internet connected but not working

[Najee]

Hi guys,
This is a strange one and I’m just not getting anywhere with support over the phone.

A quick break down. We’re in a “smart community” with a velocity connection and for some reason the issue seems to be that most sites or connections aren’t working. Sometimes we’re able to get a speed test to function with normal speeds but 90% of the time I can barely get enough speed to load a webpage.

I have a networking background and from what I can see is it seems to just constantly time out no matter what the server or site is. At most times it’s even very hard to access the router/ modem via IP. I have had the router show at times there is an issue with the connection but refresh the page and it shows fine. There is a lot of DNS error logs on the router if that makes a difference.

Weirdly enough. If I VPN into my office and then try it works fine at perfect speeds. It just seems that when we’re using the internet here without a VPN we can’t get anything.

Any notes or fixes would be great!
Thanks.

[Yastiandrie · Accepted solution]

If you're having difficulty accessing the modem as well i'd lean towards it being a modem fault.

If you've tried factory resetting the modem and its still occurring i'd say it may need to be replaced