Constantly Disconnecting.

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I Plan to Stick Around
Posts: 18

Re: Constantly Disconnect​ing.

CalvinThai,

What you may be experiencing is packet loss. When this happens, you will notice your pages do not fully load, or maybe a youtube video stops and struggles to buffer for a few seconds. These are all signs of packet loss. I've been experiencing this problem in my area for almost a year.

What's worst is that the problem is probably not specific to you, and I'll bet your neighbors are experiencing the same problem. That's bad news because those issues take a long time fix. Take it from me, I've been waiting for a solution for almost a year...
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Retired Moderator
Retired Moderator
Posts: 571

Re: Constantly Disconnect​ing.

Hello @CalvinThai and @s1lva166,

 

Have you had a technician visit recently? If so, what did the technician say/do? I would like to assist you in resolving this issue but would probably have to access your account and run a diagnostic test on your cable lines as well as check your previous service history.

 

@Datalink@VivienM@Gdkitty, any suggestions? Please feel free to chime in. 

 

Thanks, 

RogersHassam 

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I Plan to Stick Around
Posts: 18

Re: Constantly Disconnect​ing.

No I haven't. Check out this thread @RogersHassam :

http://communityforums.rogers.com/t5/forums/forumtopicpage/board-id/Getting_connected/thread-id/2330...


I explain my problem in detail. Not sure about Calvin Thai, but I know my issue is an area issue. Just called rogers phone support last week and he confirmed that other rogers' customers in my area are experiencing packet loss.



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Retired Moderator
Retired Moderator
Posts: 571

Re: Constantly Disconnect​ing.

@s1lva166,

 

I recall that thread. I sent you a PM via @CommunityHelps. Check your inbox. 

 

@CalvinThai, awaiting your response. 

 

Thanks,

RogersHassam 

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I've Been Here Awhile
Posts: 4

Re: Constantly Disconnect​ing.

We just had the internet installed, and prior to getting rogers installed, we never really had packet loss. I just had rogers support send a ticket to the engineering department to upgrade our firmware, as I heard that the CGN3ASCMR with its default firmware had many problems.

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Resident Expert
Resident Expert
Posts: 6,860

Re: Constantly Disconnect​ing.

Can you log into the modem, navigate to the STATUS.... DOCSIS WAN page, copy the downstream and upstream tables and paste them into the thread.  You can simply copy the text components of the tables and paste the text here, so you don't have to paste an image somewhere and then link it back to the thread.

 

Those tables contain the cable signal levels, which on a new installation should be ok, but, its always worth a quick check.

 

Firmware version 4.4.8.14 is problematic for many applications.  Until the next version is loaded, which is 4.5.8.16, the best thing to do is restrict your activities to simple web cruising, which will keep the frustration levels to a minimum 🙂

 



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I've Been Here Awhile
Posts: 4

Re: Constantly Disconnect​ing.

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 603000000 256QAM 4.700 99 38.983
2 591000000 256QAM 4.600 97 40.366
3 597000000 256QAM 5.100 98 40.366
4 609000000 256QAM 4.400 100 40.366
5 615000000 256QAM 4.200 101 40.946
6 621000000 256QAM 4.200 102 40.366
7 633000000 256QAM 3.700 103 38.983
8 639000000 256QAM 3.200 104 38.983
9 645000000 256QAM 3.600 105 40.366
10 651000000 256QAM 3.400 106 38.983
11 657000000 256QAM 2.900 107 38.983
12 663000000 256QAM 2.300 108 38.605
13 669000000 256QAM 2.000 109 38.983
14 675000000 256QAM 2.300 110 38.983
15 681000000 256QAM 2.200 111 38.605
16 687000000 256QAM 2.700 112 38.983
17 693000000 256QAM 3.800 113 38.983
18 699000000 256QAM 4.100 114 38.605
19 705000000 256QAM 4.900 115 38.983
20 711000000 256QAM 5.200 116 38.605
Upstream Overview
Port ID Frequency (MHz) Modulation Signal Strength (dBmV) Channel ID BandWidth
1 23700000 ATDMA - 64QAM 37.000 2 6400000
2 38596000 ATDMA - 64QAM 39.000 3 3200000
3 30596000 ATDMA - 64QAM 38.500 1 6400000
Highlighted
I've Been Here Awhile
Posts: 4

Re: Constantly Disconnect​ing.

I've been disconnecting from hearthstone, but a twitch stream continues to run in the back, so hopefully it really is just a firmware issue. However, when I disconnect from hearthstone, it is just for 10-15 seconds, also according to my CMD, I have 0% packet loss.

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Resident Expert
Resident Expert
Posts: 6,860

Re: Constantly Disconnect​ing.

Those signal levels aren't too bad.  If you were to graph the downstream levels you would see a shallow U shape.  Both ends are a little high but I don't think they will cause any problems.  The signal to noise ratios are good.  The upstream power levels are good as well.  If you get to the 72 hour point from the initial time that the modem went online, with no signs of the update, it will be time to send a pm to @CommunityHelps.  Let us know if you get to that point, and I'll post further instructions if required.



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Retired Moderator
Retired Moderator
Posts: 571

Re: Constantly Disconnect​ing.

Thanks for your help @Datalink

 

Hi @CalvinThai,

 

@Datalink is correct. If you don't automatically receive the firmware update within 72 hours, please send a PM to @CommunityHelps and we will take care of it for you. 

 

Thanks, 

RogersHassam