cancel
Showing results for 
Search instead for 
Did you mean: 

Intermittent Disconnections

Number1Family
I Plan to Stick Around

I'm getting Intermittent disconnections again.... It happened when I first got a new plan with rogers (I now have 150 GB of bandwith). Happening for 6 monthes, then it stopped for 2... now its occuring again.

 

 

Over and over they give me new excuses why its not working, they've had 3 people coming over to my house and checking stuff, but never works.

 

 

Its so random, and it happens either for 30 seconds, or 5 minutes... you never know.

 

Anyone get this problem as well?

 

 

***edited labels***

1 ACCEPTED SOLUTION

Accepted Solutions

Re: Intermittent Disconnections

RichardA
I Plan to Stick Around

Really friendly Rogers technician (RED VAN!) came over today and ran a new line from the box on the street through the trees and to the side of my house. he said the old line was 30 years old. He told me a separate team would come and bury it in the ground, lord I hope my neighbours dont say anything about it! 

 

Anyway, Ill have to wait and see if any problems occur after this change. If they do, oh man, its back to square one.

 

My only issue is, how are they going to bury it in the ground? The box is like 4 houses away, is it permanently going to hang in the tree? because to burry it they would have to go through drive ways and sidewalks.

View solution in original post

102 REPLIES 102

Re: Intermittent Disconnections

Number1Family
I Plan to Stick Around

Hello everyone.

 

My router (the cisco one) continues to get Intermittent Disconnections during the day, for periods of 1~10 minutes. I called rogers 7 times, and the 7th time, somebody came to my house.

 

However, nothing has changed, and still, there is an issue.

 

The router/modem is up (it says ONLINE), but the internet is not getting to my computers or my devices connected; Wireless or through a line.

 

Anyone face this problem and have a fix?

 

Thx.

 

Re: Intermittent Disconnections

Hello Number1Family,

 

I have just sent you a PM.  Please reply at your earliest opportunity if you still need assistance.

 

Thanks,

 

@RogersAndrewNP

Re: Intermittent Disconnections

Number1Family
I Plan to Stick Around

So I called rogers, and today a representative of the CAT team came to my house.

 

For those of you who haven't read my previous story, basically it is this:

 

Intermittent Disconnections:

- Happens more at night/after school

- 1-7 minutes long each time

- Modem (Cisco) says ONLINE when I recieve Intermittent Disconnections, but ALL devices connected to the modem have no internet, so its not my computer only (wirless or LAN)

- Occuring for 2 months

- When rogers checks, they find NO issues at all

 

Any ideas on what steps I should take now?

 

This happened after I upgraded my plan (I now have 150 GB of download each month)

 

Anyone think I can switch modems?

Re: Intermittent Disconnections

Hi Number1Family,

 

I've sent you a PM so I can get more information and help.

 

Cheers,

Rogers_Kate

Re: Intermittent Disconnections

Number1Family
I Plan to Stick Around

So lets recap what happened to me before;

 

2 weeks after I upgraded my package (got 150GB per month), I got intermittent disconnections from the cisco router (That everyone is complaining about). I had 3 techs come to my house, and the last one told me to get the router switched. I get it switched, then 2 hours later, it happens again. Another tech comes to my house. ( all of this is a course of 2 months)

 

This time, it stops for another 2 weeks. Now I am browising the internet today, and the same stuff happens.

 

 

It usually happens when one of my computers are turned off.

 

 

Re: Intermittent Disconnections

mdsouza1
I've Been Around

If you are using a Cisco modem, you can try switching to the SMC one that Rogers offers.  I had the same issues for about 6 months..Finally I tried switching to the SMC modem after trying countless other options and I haven't had any problems for the last 3 months.  I think it's a common issue with the Cisco modems on their network.  The tech that I spoke with said that the SMC modems were the originals that they set everything up with so they seem to be a little more stable. The SMC's aren't as fancy as the Cisco ones so I ended up bypassing all the router options and I'm using my DLink DIR655 as my router.  I work from home so it was REALLY frustrating getting these little hiccups all the time.  Hope this helps!

Re: Intermittent Disconnections

FormerMember
I'm a Senior Advisor

You seem to be one of the lucky ones mdsouza1. There are far more complaints about the SMC on various boards than about the CISCO. The bottom line is that as far as wireless is concerned, they are both terrible. Rogers would do well to start providing customers with a solid stand alone D3 modem and allow customers to use their own router, the same as they did with the D2 modems. The D2 modems still out there are rock solid and with your own router, customers such as myself generally do not have the problem of dropped connections or poor wireless range!

Re: Intermittent Disconnections

WR250
I've Been Here Awhile

Over the last few weeks internet has been disconnecting every once in a while. Lose it probably 6-8 times a day. When it drops out it lasts for 30 seconds to 2 minutes then comes back and all is fine again. Really annoying when you're on the phone (VOIP) or gaming. Speed is ok when it is working. Anybody else having this issue?

Re: Intermittent disconnection

gweg
I Plan to Stick Around

YES!

I have an SMC (SMCD3GN-RRR) gateway at my home and it is giving me headaches since the last week of July. I think there was a firmware change. I've tried changing it to bridged mode (I have another wireless gateway I use), but I still get these interruptions for 160-220 seconds, all WAN incoming packets are stopped.

 

I used wireshark to debug a bit, and I am fairly sure there is a failure of incoming WAN packets, not outgoing WAN packets.

When it finally recovers, I get the last few packets delivered with crazy latency, like the cable head-end CMTS or something buffered them for up to 200 seconds.

 

 

ping -i 10 99.240.170.1

...

64 bytes from 99.240.170.1: icmp_req=831 ttl=254 time=11.8 ms
64 bytes from 99.240.170.1: icmp_req=832 ttl=254 time=10.3 ms
64 bytes from 99.240.170.1: icmp_req=833 ttl=254 time=10.9 ms
64 bytes from 99.240.170.1: icmp_req=834 ttl=254 time=10.8 ms
64 bytes from 99.240.170.1: icmp_req=835 ttl=254 time=15.7 ms
64 bytes from 99.240.170.1: icmp_req=836 ttl=254 time=9.99 ms

64 bytes from 99.240.170.1: icmp_req=837 ttl=254 time=202244 ms
64 bytes from 99.240.170.1: icmp_req=838 ttl=254 time=192296 ms
64 bytes from 99.240.170.1: icmp_req=839 ttl=254 time=182353 ms
64 bytes from 99.240.170.1: icmp_req=858 ttl=254 time=10.8 ms
64 bytes from 99.240.170.1: icmp_req=859 ttl=254 time=9.07 ms
64 bytes from 99.240.170.1: icmp_req=860 ttl=254 time=10.1 ms
64 bytes from 99.240.170.1: icmp_req=861 ttl=254 time=8.39 ms
64 bytes from 99.240.170.1: icmp_req=862 ttl=254 time=10.7 ms

 

The reason I think this is a software problem in the SMC and not a wiring / coax connection problem is because it repeats the same pattern over and over with high consistency regardless whether my computers are wired directly to the SMC or attached indirectly.

 

If I reboot or factory reset the SMC via the web-gui, the problem clears for day, but then seems to return.

- Greg

 

Re: Intermittent disconnection

gweg
I Plan to Stick Around
I am now starting to think that this is really a mis-configuration or resource contention problem in the CMTS rather than my modem. The problem went away for a several days, now it is back. I don't think anything changed in the modem.

Re: Intermittent disconnection

Zedonius666
I Plan to Stick Around

This is annoying me and my brother. This started happening like 2 days ago for us, but tonight it is EVERY 30-40 minutes.  VERY VERY annoying playing games online.  Wish Rogers would frequent these forums more often so we know if they are aware of this issue.  

Re: Intermittent disconnection

WR250
I've Been Here Awhile
Well, after 12 years with Rogers I cancelled and will be switching to a new provider. Any suggestions? Rogers didn't really try to keep my business. They did offer 15% off for a one year term. They won't match Teksavvy. Last year I dropped their home phone for a different VOIP provider and now the internet. Their TV is still great... for now.

Re: Intermittent disconnection

Gdkitty
Resident Expert
Resident Expert
All I can say is look around and do your research ( discussing the compititions in more than a mention goes against the forum code of conduct, unfortunately. This forum is designed to aid rogers people with rogers issues)

Other than usage limits, just re,ember that if speed issues etc are prelivent in your area, switching to another provider than rents lines from roger may experience the same issues.

Re: Intermittent Disconnections

jronald
I Plan to Stick Around

Well I am back here once again with the same issue that I have repeatedly had throughout the past few years. Starting about a week ago my internet connection has been rather unstable. Connection will drop in and out at any given time, sometimes the modem resets itself , other times the connection seems to go out with no indication from the modem.

 

When playing online games the connection will cause drops which can sometimes be reconnected right away, other times the game will hang untill connection has been established again. This usually last only a few seconds, however its long enough to cause drops from certain games.

 

When web browsing or video streaming, I am unable to notice any issues, sometimes web pages hang while loading which may either be a DNS issue or may be signs of an actual connection re-establishment. My line stats are as follows:

 

Downstream Channels

               

                      Power Level:          Signal to Noise Ratio:

Channel 1:  -3.3 dBmV              40.0 dB

Channel 2:  -3.4 dBmV              39.9 dB

Channel 3:  -3.4 dBmV              40.3 dB

Channel 4:  -3.0 dBmV              40.0 dB

Channel 5:  -3.4 dBmV              39.9 dB

Channel 6:  -2.3 dBmV              40.4 dB

Channel 7:  -1.9 dBmV              40.5 dB

Channel 8:  -2.0 dBmV              40.3 dB    


Upstream Channels

 

                       Power Level:

Channel 1:   47.5 dBmV

Channel 2:   47.2 dBmV

Channel 3:   46.7 dBmV

Channel 4:   0.0 dBmV

Re: Intermittent Disconnections

RichardA
I Plan to Stick Around

I would love for someone to explain how every few months my connection becomes unreliable and manages to cause disconnects every few minutes with no ability to reproduce the problem. Its funny, a tech comes out and changes a splitter, boom the connection works. Then a few months later it starts acting up again, and the same issue just recycles every 4-5 months or so. Like the heck is going on here, there is absolutely no way that I am the only person dealing with this issue. I have friends within a 2 minute radius of me that never experience a single issue with rogers, yet I sit here with constant issues

Re: Intermittent Disconnections


@RichardA wrote:

I would love for someone to explain how every few months my connection becomes unreliable and manages to cause disconnects every few minutes with no ability to reproduce the problem. Its funny, a tech comes out and changes a splitter, boom the connection works. Then a few months later it starts acting up again, and the same issue just recycles every 4-5 months or so. Like the heck is going on here, there is absolutely no way that I am the only person dealing with this issue. I have friends within a 2 minute radius of me that never experience a single issue with rogers, yet I sit here with constant issues


Is it possible that there is an 'environmental' issue somewhere?

 

Some years ago, I had a crazy problem every spring where, as the weather warmed up, my Rogers Internet would start having packet loss. Then they would fix it... and it would happen again the next year. My theory (unconfirmed by anyone at Rogers)? The melting snow was causing water to go into some piece of Rogers equipment...

 

Then one year it got really bad, the serious Rogers technicians (not the subcontractors) in the big red vans eventually came and did something outside the building, and I don't think it's occurred since.

 

So, assuming that it's the same splitters in the same place going bad, is it possible that there's something environmental that's causing them to go bad? Or a bad device plugged into it? (The bad device theory sounds fanciful, but a laptop motherboard of mine would fry the power adapter hooked up to it every few months. Since the motherboard was replaced, no power adapters have been fried... so it makes me wonder if it's possible for a moody PVR or cable modem to fry a splitter every few months)

Re: Intermittent Disconnections

Two years ago, we got a STREET issue here in the spring.  Right after the thaw.
was a signal issue, for the WHOLE street... but ONLY happened peek hours.

What i was told in the end, what eventually got fixed.. was one of the main lines, in the thaw, has developed a slight crack in the casing.

Under regular load.. wasnt too bad and didnt exibit any major issues.. but PEEK hours when more people watching TV, Internet, etc.. it would show itself.


After they replaced the street line... its been pretty much perfect since.  (the ocassional tech out, i have say when like i switched to the CGN3, are always supprised... "wow.. your signal here is great"  Yah.. only had to deal with 3 months of bad stuff while they fixed the street hardware 😛

 

@RichardA
Where did they all replace?  Have they changed the one on the OUTSIDE box if there is one, &/or the little coupler out there.

That would be one big thing to check too.  This coupler in that box, is supposed to be GROUNDED to the hydro box out there.
If its not grounded properly... could be burning out?

Re: Intermittent Disconnections

RichardA
I Plan to Stick Around

This issue happens every single year. The last time it happened, the tech checked the box on the street and said everything was fine, he checked the box on the side of my house and said he added a new splitter. The issue went away after that.

 

The times before that, the issue resolved itself after countless calls to techs. Sometimes I dont even bother to call it in, and the issue resolved itself within weeks or a month. It seems I can only go 3-4 months without issue before something pops up again. Typically it occurs in the summer, or just before winter, roughly late April-Late October.

 

I forgot to mention that the recent issue effects both the phone and internet. The internet randomly cuts in and out, with no indication on the modem lights. The disconnects are short, but bad enough to cause disconnects in online games, hanging web pages, or video rebuffer. When a hard disconnect occurs (modem reset) the phone line cuts out too. I can see both the cable and the phone modem powering back up to establish a new connection.

 

Last night I decided to try something. i completely disconnected the phone modem (no phone line for today) and just left the cable modem plugged in. So far I have yet to see any issues, that is, any hard disconnects. If that solved the problem then I wonder what the actual issue is? Possibly the amp that is attached to my cable line has gone bad, or maybe the phone modem is causing issues? I might call in today to get a new cable and phone modem to see if there is any issues with hardware. I have a tech coming tomorrow so time will tell if this issue gets resolved.

Re: Intermittent Disconnections

If its effecting BOTH.. it is LIKELY a signal issue, of some form.
If its like MY issue though.. sometimes the signal issue isnt CONSISTANT.. is always clear when the tech is out 😛

 

You say you have an amp/signal amplifier?

WHERE is it installed? IE in what sequence from the lines comming in.  Wondering if it might be INTRODUCING problems.

NORMALLY, from my understanding, is that signal amplifiers should NOT be put on the internet or home phone lines, only on TV lines.

I have one at my house, to get the right signal for the TV.
My Layout is as follows.

Line to house

Box outside, connector that grounds the line, then to a splitter there.  Two lines then comming into the house.

One line, goes to a splitter inside, with the internet and home phone modems attached.

Other line, then goes the MOCA adapter (for the whole home PVR), then into the powered amp, then from there out to the 3 TV outlets.

Re: Intermittent Disconnections

RichardA
I Plan to Stick Around

The Amp runs from the box on the side of my house. It was put in for the cable TV you are right, it runs from the box to my garage where it is plugged in. I also spoke too soon, even with the telephone modem unplugged the internet modem just restarted twice in a 5 minute period. It was fine from 4am until now however. I notciced that during the day the issue is more prevalent, at night time a disconnect may happen only once or twice during an extended period of time.

Topic Stats