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Intermittent disconnects: Rogers (Extreme)

eyesradar
I've Been Around

I'm getting intermittent disconnects on my Rogers Extreme Cable service since last Monday, It was all good before tho. Usually it will reconnect within 30 seconds, but is very very annoying when Im playing Starcraft 2, it will instantly dropme out and BOOOO.

 

It's so hard to do a diagnosis, cuz it only lasts like 15-30 seconds.

 

BTW  i live in Mississauga, Ontario.

 

Thanks

 

 

***edited labels***

140 REPLIES 140

Re: Intermittent disconnects: Rogers (Extreme)

ecurb
I've Been Around

Hey guys, for those who have the new Cisco router/modem dpc3825 and are getting the intermittent disconnections, I FOUND THE SOLUTION!!!!!!! (at least for me, so give it a try). Ok. So pretty much what I figured out was that due to the router and modem put together, the voltage for both devices in 1 fluctuates dramatically causing unstable connection and disconnections. What you should do is go into your modem/router, and then look for something called "BRIDGE MODE". What happens is that it turns your router/modem into a modem itself therefore becoming more stable. What happens after this is that you must connect the "New" modem into your OLD router OR plug your computer into the cisco modem. This should give you a more stable connection. Now the problem is, once you turn your modem into "BRIDGED MODE" you cannot access your cisco device anymore. What you need to do if you DO want to access your device again is to reset it for 60 seconds by plugging something into the hole for that certain amount of time or call rogers to do a factory reset. THAT IS IT. 

REMEMBER, YOU ARE TURNING YOUR CISCO DEVICE FROM A ROUTER/MODEM INTO A MODEM THEREFORE YOU MUST CONNECT YOUR DEVICES INTO THE "NEW" CISCO MODEM OR PLUG THE NEW CISCO MODEM INTO YOUR OLD ROUTER. GOT IT? GOOD LUCK! 

IF IT DOESN"T WORK, POST ON THIS AND WE'LL FIGURE IT OUT TOGETHER. IT ANGERED ME A LOT TOO!!! HELP IS ALWYAS NICE 😃 

 

I've called rogers a million times and got 3 technicians and another one scheduled for tommorrow within 3 weeks, but it seems that i may have to cancel it now =). 

Re: Intermittent disconnects: Rogers (Extreme)

FormerMember
I'm a Senior Advisor

It is good to see that you have discovered the Bridge Mode aspect of the D3 modems. The sad fact of the matter is that this is the solution of choice for many customers for all the Rogers D3 modems including the new Hitron. The D3 gateways are well known for both dropped connections and poor range. There are already numerous threads on these forums discussing the possible fixes, including having the modem placed into bridge mode. You may wish to do a little browsing. You might also wish to look at a couple of other forums where these issues have been discussed for the past few years.

 

http://www.digitalhome.ca/forum/forumdisplay.php?f=195

 

http://www.dslreports.com/forum/rogers

Re: Intermittent disconnects: Rogers (Extreme)

Just as a note.. while it MAY help with the dropouts with these, putting them in bridged mode, vs regular gateway mode..  it may be a combination of area + the non bridged mode.

I currently have mine in non bridged, just easier for me for network layout, and it does not drop out.

Re: Intermittent disconnects: Rogers (Extreme)

joeyo
I Plan to Stick Around
Hey Blood....I'm in Orangeville and my issue is stil unresolved ever since they came into town Sept. 20th and did maintenance. I've had several techs at the house, have spent HOURS on the phone with tech support..and still unresolved. At the moment I have my 3rd ticket in their engineering dept (I presume) and if it's not resolved by Monday (Oct. 8th) I'll be left with little choice but to switch to Bell (which I REALLY don't want to). Rogers is forcing my hand here, and it plain sucks.

Re: Intermittent disconnects: Rogers (Extreme)

timlocke
I Plan to Stick Around

I have my DPC3825 in bridged mode and I can still attach to it.   After login I see a screen saying bridged mode with a message in red saying :Bridging this device will disable wireless and all advanced functionality which may cause services/devices within the home to stop working.

 

So I have not tried this but I suspect that if I change it back to router mode I'll find all my previous setting there although I think I'd do a power fail reboot just in case.

 

Like everyone else I wish rogers would just provide a simple D3 modem

 

 

 

Here is a question for you all.... does the DPC3825 in router mode have IPV6 capability to use the Rogers 6RD system ?

 

Again I am not prepared to alter my system to try it at this time.

 

Re: Intermittent disconnects: Rogers (Extreme)

Re: Intermittent disconnects: Rogers (Extreme)

ak29
I've Been Here Awhile

Continue to experience the same issues. Ive tried 3 different routers. Its not an issue from my side. Rogers as usual as no idea whats going on. 

Re: Intermittent disconnects: Rogers (Extreme)

chrisu91
I'm Here A Lot

My hourly disconnects no longer occur as of 3 hours ago. So, the issue was most definitely a problem on Rogers' end.

Re: Intermittent disconnects: Rogers (Extreme)

Donta
I Plan to Stick Around

just got off the phone with a rogers tech and I think we got somewhere with this issue. I was doing a live chat with a rep when it actually disconnected in the middle of the chat, while I was watching the WAN uptime clock. It has been disconnecting every hour pretty much on the dot.

 

So the technician set the router to bridge mode and I connected via lan cable. Turns out the DHCP address lease time is set to 1 hour exactly, which as the tech said, is coming from their servers.

 

So she sent it off to engineering to have my lease time increased and sent it to her manager so it would be expidited. I will let you guys know how this turns out. If they can increase the lease time to a week or something that would be fine. I can stay up late one night and power cycle my router so it would get a new IP late at night next week and I'll never have to see this issue again.

Re: Intermittent disconnects: Rogers (Extreme)

joeyo
I Plan to Stick Around

They did the same thing with me, bridged the modem, noticed the DHCP expired in an hour, sent in a Ticket, no resolution. This was last weekend.....but, so far today I haven't had any disconnects/resets in aprrox. 4 or 5 hours now. I'm not holding my breath just yet but I am crossing my fingers.

 

By the way I'm in Orangeville.

Re: Intermittent disconnects: Rogers (Extreme)

ak29
I've Been Here Awhile

Problem with mine is the lease time is 3-4 days. Not as bad as others which happens every day or every hours. But still annoying then I have reboot my router every time. 

Re: Intermittent disconnects: Rogers (Extreme)

Donta
I Plan to Stick Around

I just called rogers and got another modem of the same model because the cisco router wasnt in stock. Still the same issue.

 

I'm annoyed at my previous ticket though. It was escalated to engineering team and the automated call I recieved said it was resolved. Talking to the tech today said the notes on the ticket stated that engineering said it was a single user issue and they wouldnt do anything to fix it.

 

Is no one else calling rogers about this? I made sure to advise them about this thread.

Re: Intermittent disconnects: Rogers (Extreme)

Donta
I Plan to Stick Around

Sorry for the double post. I think I solved my issue.

 

I put the Hitron modem in bridge mode and connected a linksys router to it. Logged into Eve Online and left to go to a movie. Got back and its still connected where before It would disconnect when the internet dropped every hour.

 

Perhaps the Hitron modem is just a crappy gateway device. Using it as a modem seems fine. Maybe it just doesn't handle DHCP renew's well and my linksys router does a better job at it by not dropping the connection.

Re: Intermittent disconnects: Rogers (Extreme)

Gdkitty
Resident Expert
Resident Expert

I have mine with a linksys router on it.. but NOT in bridged mode.. the gatway is still doing the DHCP, etc.. and i dont have the dropouts, where i am.
So i am not 100% sure its just the gateway causing this.. i think there is something else on the network backend.

BUT, it does seem that, like you said, for those experiencing this, putting it into bridged and letting the router handle it.. its maybe less.... sensitive? to it.. and not doing the drop outs. 

 

Glad it seems to be working for you, hopefuly it stays that way.

Re: Intermittent disconnects: Rogers (Extreme)

gwilkes
I've Been Here Awhile

I had the same problem (in Barrie). I took the router/modem to Rogers and swapped it. The Cisco 3825 they gave me didn't have that problem.

Re: Intermittent disconnects: Rogers (Extreme)

joeyo
I Plan to Stick Around

And here we go again. Resets stopped Tuesday Oct. 9th and have once again restarted Friday Oct. 12th. Barely even lasted 4 days.

Re: Intermittent disconnects: Rogers (Extreme)

Richardyoung
I've Been Here Awhile

Been having this same problem for exactly 3 weeks now. I've been told to cycle my router about 50 times by techs that have no clue what they're doing. Changed frequencies, moved my gateway, got a new one, moved it, cycled it, etc..

Had a tech come to my house, he had absolutely no idea what to do. Told me he would escalate it to a senior tech, but that it might be a few days before they came by, and that they wouldn't tell me when they did...

Finally I get a call saying yeah, they're gonna send out a senior tech. In a week.

If this issue is not resolved by then, I really have no choice but to switch ISP's, and I don't want to do that at all because up to this point I've had a great experience with Rogers. But this whole runaround deal is getting old.

Re: Intermittent disconnects: Rogers (Extreme)

joeyo
I Plan to Stick Around

I've been going thru the samething richard for almost a solid month now. and plenty others have for far longer than me. 5th tech is out here tomorrow.....again.

 

I've already contacted the presidents office, if that accomplishes nothing ill be contacting rogers ombudsman, if that still fails I'll then be taking this to the CCTS. Rogers needs to understand this can't continue and whatever resources are required should be utilized and the issue(s) resolved once and for all.

Re: Intermittent disconnects: Rogers (Extreme)

ak29
I've Been Here Awhile

Looks like my issue of my modem disconnecting and resetting itself every 3 to 4 days may have been resolved. 

 

Steps taken to possibly resolve issue:

 

1) replaced modem Cisco dpc 3825 with the same model

 

2) splitter originally installed by Rogers tech 2 years was replaced

 

3) I logged into the modem/router settings and changed dhcp lease time to 0 days from default

 

 

Its been 5+ days and no resets or disconnects

Re: Intermittent disconnects: Rogers (Extreme)

Gdkitty
Resident Expert
Resident Expert

sounds good so far AK29!

I dont have the Cisco anymore.. so cant go and check..

mind posting WHERE that setting is? so others who have this issue could try changing it.

Re: Intermittent disconnects: Rogers (Extreme)

RoRo
I Plan to Stick Around

I am experiencing this issue also(Modem is DPC3825) it started around a week ago. I play online games also. Anyway while playing i've noticed i've been getting delays/lag spikes and the losing connection to the web for a couple minutes to have it reconnect. I called rogers got 1 of the worst techs ever she told me to go to speedtest.net and run some tests(I did this way before I called) anyway I ran the tests and told her the results it was around ping 4ms, 46Mbps DL, 1Mbps upload. She was like your package is extreme you are getting more than what is offered. I then said my issue is the lag/dc come and go how does running a speed test when I am not getting the lag do anything? I also requested to check if everything is good on her side. She started saying oh you either get lag or you dont it doesn't come and go. I've never felt like hanging up the phone in my life before but I did

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