Disconnects randomly once or twice a day

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I've Been Around
Posts: 1

Disconnects randomly once or twice a day

Ever since last week, my internet has started to randomly disconnect. I have a Cisco DPC3825 and these usually last around 5-10 minutes long. As far as I know none of my friends with Rogers has this problem. Any help would be appreciated. In case anyone is wondering I have the Express package.

 

 

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I'm a Senior Advisor
Posts: 847

Re: Disconnects randomly once or twice a day

What Rogers really needs to do is to support and authorize at least one good, decent stand alone D3 modem on their system. It has been explained to me that the reason Rogers is using only gateway modems is to make things "easier" for their customers. The theory seems to be that you simply hook up your gateway modem and you are done - kind of a no mess, no fuss type of logic. The customer who is not terribly literate when it comes to technology does not have to go through the so-called hassle of setting up their own router, since with the Rogers gateway, it is all done for you - one nice, neat package.

Now, if the gateways worked as advertised, all would be well. This is what it states on the Rogers Website regarding the Hitron.
-Our furthest reaching Wi-Fi modem, delivers maximum signal strength anywhere in the home with virtually NO dead zones!
-This is our best performing and most consistent Wi-Fi modem yet.
The problem though is that not only does the Hitron not work as advertised, none of the D3 modems are providing adequate wireless coverage within the home. So the irony, in the end, is that the customer who is using one of these gateways and is experiencing dropped connections and poor range, may have no clue what to do.

So, when they cannot get decent WIFI, they call Rogers. First, they are told to reboot the modem. Then they are told to try a direct connection if using wireless. (But Mr. Rogers, it is the wireless connection that I am concerned about.) Then they might be told to take the modem in and exchange it. At no time does a Rogers agent actually explain to the customer that the wireless component of the gateway is not very good and that the customer might need to have the modem placed in bridge mode and then have their own router hooked up. This would be admitting that their equipment is inferior and no way does Rogers want to do that. So in the end, what was supposed to make things easier for the customer has actually made things more difficult. By going on-line or talking to others, they may discover how to bridge the modem and use their own router. And of course they realize that they are now paying an extra $3 or $4 more per month for a modem that does not work properly.

Rogers continues to offer higher speeds and usage allowances for customers who switch to a D3 modem, but so far have not addressed the issue of the D3 modems which are far less than desirable when it comes to their performance as an "Enhanced Wi-Fi Modem".

I'm Here A Lot
Posts: 5

Re: Disconnects randomly once or twice a day

I have the exact the same problem and it starts about couple weeks ago and I have cisco modem since April and it works as bridge mode and never had problem untill now.

 

I called tech support, he upgraded the firmware but problem is still there.

 

Then they send me a tech to check the cables and he checked and everything is fine so he suggests me to exchange the modem.

 

I went to the store to exchange another Cisco , I asked for a new one since I didn't rent the modem but bought it. They give me a nicely packed new modem but it is not new, it even has an old password on the modem, I guess Rogers just put the return modem right back into a new box and give it to other customers as "new".

 

Anyway, I setup the "new" one can called the tech to change to bridge mode, guess what, it does not fix a thing!! Still the same problem, the connection drops at least once at  every hour.

 

I am not sure what to do now, going to call rogers to see if I can exchange to another modem. It is just so annoying!

I'm a Senior Advisor
Posts: 847

Re: Disconnects randomly once or twice a day

Just so sad that every D3 modem supplied by Rogers is a piece of garbage and they seem to have no interest whatsoever in listening to their customers!