Intermittent disconnects: Rogers (Extreme)

[eyesradar]

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***

[skutflut]

You might want to try Tech Support and let them chew on it for a bit. Don't know if anybody in this forum is going to be able to help with that kind of problem

[sneakywins]

I am having the same thing happen to me, I will be playing and bang I lag out I look at my internet light and yup its offline then 15sec later it comes back online, or sometimes I have to unplug the stick and replug it back in I went from Plat to gold cuz of it,

[mackenza]

So I am having the same problem.  I had Rogers techs in several times and each gave me a different answer.  

One told me my signal was low and that sometimes when the signal fluctuates (as it will do all the time) to a low point, my connection will get dropped.  I had to reboot the modem to bring it back once or twice but overall it just comes back after a bit.

The last guy in told me there was nothing wrong with my signal and that it was the modem.  It's a fairly old Moto SB.  I got it way back when Extreme first came out and it required you to purchase the modem as they wouldn't rent it to you.  He said it was probably defective and I should get a new one.

So seeing this thread makes me wonder... since others are seeing exactly the same thing, I bet it's actually NOT the modem.  I think it's a network issue (Roger's not mine) but of course won't be able to prove it.

[RogersReggie · Accepted solution]

Hi mackenza,

Intermittency issues are tough to diagnose since you can't connect when you're experiencing the problem, and when you CAN connect, everything seems to be ok. The best way to get that type of issue resolved is to gather as much information as possible regarding your disconnection (i.e modem light patterns, troubleshooting steps you've completed, frequency of the disconnects, or if you're connected to a router, router logs that illustrate that your WAN connection is being dropped.)

When you said "I had Rogers techs in several times and each gave me a different answer," I'm not sure if you were referring to techs on the phone, or actual service techs coming to your house. If you've only done troubleshooting over the phone, you may need to have a service tech come to check out any other possible issues.

If there was an issue with the network or your specific area, we would be able to check that to see whether your problem was widespread, or just affecting you.

RR

[apocalypseplzz]

This has been happening to me as well and ironically playing Starcraft 2 as well. I randomly disconnect for quite literally .1 second and then I'm right back. It's essentially made online play for any game impossible, and it hasn't stopped at all. I'd like to point out that this didn't happen to me before on the plan that is below extreme, it happened the MOMENT I upgraded. I have a brand new modem and everything, and I'm quite sick and tired of it, I have half a mind to call Rogers and complain but I doubt that'll do anything, especially since it's so hard to figure out what the problem is. Debating just downscaling my internet again.

[tandar]

@apocalypseplzz

If you just upgraded to the new Docsis 3 HN mdm, you may be able to solve this problem by enabling port forwarding on the router.

StarCraft II requires the following ports to be forwarded 1119 TCP/UDP,   1120 TCP.

Hope this helps

[Brutal99]

Hi

I didnt even know these forums existed lol................

I have the same issue and I have been posting on anothe forum, Here is my first post.

" Hey all

I'm hoping someone here can help me with this d/c issue I've been having for around 8 weeks.

My modem (Webstar by scientific-Atlantic ) keeps resetting or rebooting itself. Cable-data send and receive lights got out power and PC lights stay on, then they come back on after 30-60 seconds.(Im running a direct line to my comp, no router)
Here is an example of the issue..............Lastnight it started at 6:59pm and I was d/c'ed 7 times in 1 hour (6:59, 7:15, 7:19, 7:30, 7:35, 7:53, and 8:06). I called rogers he checked my connection and said i have a good signal.
Since July I have had 5 sevices guys at my house and they have found nothing, they even ran new lines from my house to the box outside.

I swapped out the modem, changed computers (to make sure it wasn't my system) changed outlets, ran 3 different kinds of virus scanner and its is still happening.

I know this is a rogers-end issue but they keep sending techs to my house to do the same testing over and over.
I now have a senior tech coming to my house on Saturday and he is going to say the same thing...."Your lines are fine and your signal is strong". I told the guy on the phone not to send him because it is not on my end but he insisted that the senior tech come........UGH!!!

Wondering if anyone has had this issue or has any suggestions to get it resolved.

Thanks"

Like 2 hours after the tech leaves it starts again, here is my second post.......................

"Well the SENIOR-Tech was here and told me that it was my modem and by swapping it out to a new motorola would fix the issue.

2 hours after he left the dc's started again, got 5 dc's in an hour and a half so I hooked up with live chat to Rogers. The service rep said there was really nothing he could do at the moment except send another tech to my house LOL.

I sent a letter to the presidents office requesting help so Im hoping they can get this resolved. "

So now after almost a week and no reply from the office of the president I posted this.

"Im pulling my hair out man..........sent an email to the office of the president and no reply as of yet.
Changed to an outlet on a different circuit and still im having DC issues.

22 d/c's (and counting) since the senior tech guy swapped my modem. Im on the third one now and my internet is still sucking.

I thought maybe it was only happening when I was gaming but it is also happening when Im just surfing around the net."

Im hoping some tech guy in here can help me out, this is getting rediculous.

Thanks

[Brutal99]

Ok I would like to add that I am also a StarCraft 2 player but I was just DC'ed trying to edit my above post.

Could this possible be an UPLOAD problem. I DC alot while gaming.

[James]

This may be an obvious question, but for those who recently switched to the new Docsis 3 HN Modem, have you put a security key on your network yet? A lot of users tend to forget this when they swap modems, and if others are bouncing on your connection it could cause a lot of disconnection issues.

[Brutal99]

Im still on the Motorola SB5100 and according to the modem logs it keeps diconnecting and resetting. This is an issue with Rogers for sure. I have done everything on my end.

Now its time for them to step up and own the issue, 9 weeks is long enough.

I'll be looking for a mojor discount from this issue.

[Butum]

I have similar problems aswell, although I hope mine arent as severe.

I am a new rogers customer, so I assume that I have the latest hardward in regards to the modem.

When surfing, or gaming alone on my single PC I experience no problems whatsoever. However, when another computer is being used on the network, wether its wired or wireless, the internet WILL disconnect 100% of the time.

It disconnects without warning, my latency does not increase before the disconnect happens, it just disconnects. I have used multilpe routers and both experience the same problem.

I still have some other things to try in-terms of router configuration with opening ports, etc. But I fear it is either a modem problem or a Rogers service problem. Likely to do with infrastructure or the service area being overloaded with customers.

I'll keep updating here on my progress like others have.

[rt]

Similar to what others have posted, I too am experiencing the same random, but frequent disconnects... I am a new rogers customer, and I have the SMC D3GN Gateway modem/router, with several laptops connected to it via wireless and wired. Like Butum, the disconnects occur without warning and the latency does not spike prior to the disconnect...

I called Rogers tech support twice already, and they've scheduled a technician to come look at it tomorrow... This seems like a problematic issue for many people, and I really hope Rogers can look into this and resolve the dropping issues we're experiencing

[Brutal99]

Looks like I have a senior tech coming again tomorrow. Im told only the senior techs can call in a maintenance crew to work on the the cable box (trunk) in the neighborhood.

[Butum]

Great News.

I tried my last resort option, which was using port forwarding on my most commonly used applications. Lastnight I had four computers running on the network, 2 we're streaming, 2 we're browsing the internet and I experienced no problems whatsoever.

For those with starcraft problems, or problems related to disconnects when gaming, check the games website which will have information on which ports to open on your router.

Good luck!

[RogersErin]

That is great news Butum, thanks for sharing!

Have fun playing StarCraft  🙂

[Butum]

Update:

Problem not resolved. This is 100% a modem or infrastucture issue on rogers end. My connection to my router is 45dBm, a near perfect connection. When I experience these interrupts I do not lose my connection to my router.

I will be contacting rogers tech support like you guys have.

[RogersErin]

@Butum

Thanks for the update.

[garbuckle3000]

I finally have a spot where I can ask this question.

I'm having issues like everyone else. My connection will drop unexpectedly. This has been going on ever since I was with Rogers (over 3 years now), and it's been impossible to find an answer. Sometimes it will disconnect  several times a day, sometimes not for months; it really does seem random. I'm running the modem directly to my PC, and have no splitters between the wall and modem (although I have before, and experienced the same issue). When the modem is connected, speeds are excellent, and I have no problems. It's a WebSTAR DPC2100R2.

EDIT: I should add, that the modem disconnected while I wasn't home. I came home today, and it was disconnected. It took me half an hour trying to reset/restart the modem.

All I want to know is if this is a modem issue (which I could easily get exchanged), or a Rogers issue (which is harder to exchange)?

I managed to grab the log / status of my modem while it was disconnected.

I would really appreciate it if someone had some inciteful comments

LOG (copied at 4:30pm EST, Oct 1, 2010):

================================

 Fri Oct 01 17:18:32 2010       Critical (3)      Received Response to Broadcast Maintenance Request, But no Un...
 Fri Oct 01 00:55:05 2010       Warning (5)      DHCP RENEW WARNING - Field invalid in response
 Tue Sep 21 00:12:36 2010       Critical (3)      Started Unicast Maintenance Ranging - No Response received - ...
 Time Not Established      Critical (3)      DHCP WARNING - Non-critical field invalid in response.
 Time Not Established      Critical (3)      DHCP FAILED - Discover sent, no offer received
 Time Not Established      Critical (3)      No Ranging Response received - T3 time-out
 Time Not Established      Critical (3)      DHCP WARNING - Non-critical field invalid in response.
 Time Not Established      Critical (3)      No Ranging Response received - T3 time-out
 Time Not Established      Critical (3)      DHCP WARNING - Non-critical field invalid in response.
 Time Not Established      Critical (3)      No Ranging Response received - T3 time-out
 Time Not Established      Critical (3)      DHCP WARNING - Non-critical field invalid in response.
 Time Not Established      Critical (3)      No Ranging Response received - T3 time-out
 Time Not Established      Critical (3)      Received Response to Broadcast Maintenance Request, But no Un...
 Time Not Established      Critical (3)      No Ranging Response received - T3 time-out
 Time Not Established      Critical (3)      DHCP WARNING - Non-critical field invalid in response.
 Time Not Established      Critical (3)      No Ranging Response received - T3 time-out
 Time Not Established      Critical (3)      DHCP WARNING - Non-critical field invalid in response.
 Time Not Established      Critical (3)      No Ranging Response received - T3 time-out
 Time Not Established      Critical (3)      DHCP WARNING - Non-critical field invalid in response.
 Time Not Established      Critical (3)      No Ranging Response received - T3 time-out
 Time Not Established      Critical (3)      DHCP WARNING - Non-critical field invalid in response.
 Fri Oct 01 20:17:35 2010       Critical (3)      SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
 Fri Oct 01 17:18:32 2010       Critical (3)      SYNC Timing Synchronization failure - Failed to acquire FEC f...
 Time Not Established      Critical (3)      DHCP WARNING - Non-critical field invalid in response.
 Time Not Established      Critical (3)      DHCP FAILED - Discover sent, no offer received
 Time Not Established      Critical (3)      No Ranging Response received - T3 time-out
 Time Not Established      Critical (3)      DHCP WARNING - Non-critical field invalid in response.
 Time Not Established      Critical (3)      No Ranging Response received - T3 time-out
 Time Not Established      Critical (3)      DHCP WARNING - Non-critical field invalid in response.
 Time Not Established      Critical (3)      No Ranging Response received - T3 time-out
 Time Not Established      Critical (3)      DHCP WARNING - Non-critical field invalid in response.
 Time Not Established      Critical (3)      No Ranging Response received - T3 time-out


SYSTEM:
=======

Name
     WebSTAR DPC2100R2


Hardware Version
     2.1

Software Version
     v2.0.2r1256-080303U

Receive Power Level
     -25.6 dBmV

Transmit Power Level
     36.7 dBmV

Cable Modem Status
     Not Synchronized



SIGNAL
======


Downstream Status
     Not Ready

Channel ID
     0

Downstream Frequency
     621000000 Hz

Modulation
     unknown

Bit Rate
     0 bits/sec

Power Level
     -25.5 dBmV

Signal to Noise Ratio
     51.5 dB

Upstream Channel
The data shown in the table below provides information about the signal being transmitted to the network from your cable modem.

Upstream Status
     Not Ready

Channel ID
     0

Upstream Frequency
     0 Hz

Modulation
     QPSK

Bit Rate
     0 bits/sec

Power Level
     36.7 dBmV


STATUS:
=======


Cable Modem Status
     Not Synchronized

IP Address
     ---.---.---.---

Current Time
     Fri Oct 01 20:20:07 2010

Time Since Last Reset
     10 days 21h:25m:52s

Configuration File
    

Cable Modem Certificate
      Installed

[Hula]

Same problem here.

We just recently upgraded from Rogers Ultra-lite to Express. We have only had the new service for a month and have been continually having this problem since we got it... The internet just drops for a few seconds, and then comes right back... There are 4 computers and sometimes a Playstation 3 (all wireless) that can be connected to the internet at any given time. When the connection drops, it doesn't always affect all devices, usually just one. I find I have this problem the most often during the day, but usually not late at night. It's most frustrating when trying to game online on the PS3.

I was starting to think I should change my modem or router or something, as they are kind of old... but reading this forum tells me that probably won't help... 

It's apparent that this is probably a service issue, and my bet is they don't really have a way to fix it... starting to think maybe Bell would have been a better choice...

[RogersAndrew]

Hi Hula. To properly identify where the issue is occurring, the next time your connection goes down, I would suggest making note of the light pattern on the modem itself to see if the connection from Rogers is dropping or if it's dropping from the router. Depending on the modem that you have, you should see 4 solid green lights (Motorola) or a solid cable light (Webstar, SMC) if the modem is online.

Despite intermittent issues occurring for multiple posters here, each instance will need to be investigated on a case by case basis. As RogersReggie has already suggested, if the issue persists, please contact our support via 1-888-764-3771 or via live chat at http://echat.rogers.com, preferably with a direct connection from the computer to the modem for proper troubleshooting.