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Intermittent disconnects

josephy
I've Been Here Awhile

I've been having intermittent disconnects lasting ~30 seconds on weekend afternoons ever since I got the Ignite 100 package last summer. It happens on ethernet and wifi, no matter what I'm doing (surfing, streaming, video calling, etc).

 

When I initiate a chat support session, the signal is usually good and there is no packet loss. But the issue continues soon after -- perhaps every 15 minutes or so.

 

I've tried swapping the modem, the technician has replaced something outside my house, and I've tried swapping the modem a second time, but the issue hasn't gone away. Rogers chat support has opened an engineering ticket on March 19th but I was told via chat support today that they have closed the ticket and found no issues.

 

However...! I have gathered some proof. I have started to keep a log of of my modem's signal levels and noticed that the upstream channel 3 signal strength goes up from ~40dBmV to >50dBmV whenever I'm experiencing the intermittent disconnect issue. I also see the following DOCSIS event message: No Ranging Response received - T3 time-out;

 

Here are the signal logs I've kept over the last few weeks: https://drive.google.com/folderview?id=0ByfHiW1x8WuXbHVvRmg5QjhCWVk&usp=sharing

 

How can I get this issue resolved? I would rather have slower speeds if it meant that I could have a constant reliable connection. As it stands now, I get good speeds but I can only enjoy it 70% of the week.

 

 

 

*** Edited Labels ***

563 REPLIES 563

Re: Intermittent disconnects

amazinganna
I'm Here A Lot

Could somebody tell me what's going on? I disconnect every 4-5 hours. Is it a hardware issue or a signal issue? Or both?

 

DOCSIS Logs

The DOCSIS event logs is shown here

NoTimetypePriorityEvent
107/24/18 09:21:1782000200criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
207/24/18 09:26:5284020200warningLost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
307/24/18 09:26:5682000400criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
407/24/18 09:28:4784020200warningLost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
507/24/18 09:28:5582000400criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
607/24/18 09:41:3684020200warningLost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
707/24/18 09:43:2082000200criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
807/24/18 09:43:4984020200warningLost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
907/24/18 09:43:5282000200criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
1007/24/18 09:45:5282000400criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
1107/24/18 09:45:5584020200warningLost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
1207/24/18 09:47:3182000400criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
1307/24/18 09:47:3182000200criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
1407/24/18 09:50:1184020200warningLost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
1507/24/18 09:52:4282000200criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
1607/24/18 09:57:1982000400criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
1707/24/18 09:57:1982000200criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
1807/24/18 10:06:2682000400criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
1907/24/18 10:09:4490000000warningMIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
2007/24/18 19:28:5682000200criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

Re: Intermittent disconnects

@amazinganna, when you see the failure occur, does this effect ethernet connected devices, wifi connected devices or both?  I'm assuming both at this point in time unless you indicate otherwise.  

 

You indicated on your previous post that the signal levels were observed without the power strip.  Was the power strip disconnected from the electrical socket, or was it left connected in order to power other equipment.  If it is still connected to the wall socket, as a test, I'd recommend disconnecting it completely.  Run any other equipment off of extension cords for now.  

 

Power strips usually, but not always, contain a metal oxide varistor which is used to protect connected equipment from voltage spikes.  When that varistor starts to fail it will or can generate enough RF noise to kill cable signals.  EMI can take strange paths, thru other connected equipment, so, if the power strip is still running, try disconnecting it for a period of time, looking for another modem reboot. 

 

The other possibility here is that you have an external cable or connector that is failing.  It might not be dead yet, but its possibly headed in that direction.  When that happens, a modem reboot will temporarily resolve the issue, but, it won't resolve the underlying problem.  That requires a cable and/or connector replacement.  When this happens its a source of a lot of frustration as the signal levels that you posted are fine.  When a disconnect happens, it's usually too fast to catch on the signal level page.  So, the levels look fine, but, you still end up with disconnects as the modem will reboot automatically in order to reestablish communications with the Cable Modem Termination System (CMTS).  If the failing component simply failed, it would be much easier to troubleshoot and find the source of the problem.  Its difficult to troubleshoot this when the internet service is up and running as it should be. 

 

When the disconnect occurs, does the modem just reboot right away and the service returns to normal?  Or does this take a while to recover from the disconnect?  If so, that's the best time to call tech support, and if you can reach one of the techs fast enough, he or she can run a signal check to determine if this is a single line failure (yours) or if it happens to be a wider problem.  My bet is with a single line failure.  

 

It would be worth checking with your immediate neighbours who are using Rogers as to whether or not they are seeing the same issue.  If not, then that points to a single line failure.    



Re: Intermittent disconnects

spigirl
I Plan to Stick Around

CODA-4582 - drops wifi signal periodically

 

I'm having issues with my wifi signal.

 

Once in a while (sometimes once a week, other times once a day), the wifi drops.  It will completely disappear from the list of available connections, and then when it reappears, we can't connect.  The devices don't reconnect automatically, and when we try to force connect, it says the password is incorrect.  Even if I "forget" the connection and start fresh, it says it's an incorrect password.

 

The only fix is to reboot the modem.

 

When I look at the modem lights, nothing seems out of the ordinary.  And wired connections seem ok, so it's just the wifi.

 

FYI, my modem has the black dot on the back.

 

Any ideas?  

 

Thanks!

 

UPDATE:  Just happened again, except I was near the router as it happened, and the wifi lights DID go out on the router.  In this case, they came back on their own and our devices reconnected automatically.

Re: Intermittent disconnects

Hey @spigirl,

 

Thanks for posting your question to our Community Forum and welcome!

 

We know that having a reliable connection is important. We certainly want to assist you with your connection concerns. To me, your symptoms sound like poor RF signal. Usually when the modem is offline and you try to connect wirelessly, you'll be prompted for the WiFi password, which of course, would not work given that its offline. Oddly enough though, your wired connections are fine, so I'm not sure that's entirely the issue. 

 

In any case, does it affect multiple WiFi devices or just a particular one? Are you running a 3rd party router? If you can kindly your modem specs? Here's how, in case you're not familiar:

 

  1. Connect your device to your Wi-Fi modem either with an ethernet cable or over your WiFi network.
  2. Open a web browser and key in 192.168.0.1 in the address bar and press Enter.
  3. Enter the following default settings to access the modem settings and select Login:

    • Username: cusadmin

    • Password: password (or your current Wi-Fi password)

  4. Select Status at the top > DOCSIS WAN

From there you can copy the upstream and downstream tables. Please ensure to remove your CM MAC and IP address.

 

Alternatively, you can always try to swap the modem as well, if you haven't already tried that?

 

Look forward to hearing back!

 

RogersCilio

Re: Intermittent disconnects

Lyall4
I've Been Here Awhile
Hello,

Im also recieving this issue. I only have an internet package. About a month ago the issue started and would have very irregularly maybe once a week? Recently it has become very common happening mulitpe times a day. When i check the router itself it will either be going through the reboot procesa or its stuck in the cycle.

What can i do?

Re: Intermittent disconnects

Hello @Lyall4,

 

Thank you for your post and welcome to the Rogers Community Forums! 😃

 

I can imagine how much of a pain it must be having your internet connection drop out on you all of a sudden, especially if it happens while you are doing something important online.

 

If the modem itself is going offline or rebooting itself it sounds like there could be a possible signal issue affecting your line. Can you confirm if the modem power cord is plugged directly into the wall socket or does it connect to a power bar?

 

Can you please post the signal levels of your modem to this thread for the Community to review? If you are not familiar with how to do this please follow the steps below.

 

  1. Connect your device to your Wi-Fi modem either with an ethernet cable or over your Wi-Fi network.
  2. Open a web browser and key in 192.168.0.1 in the address bar and press Enter.
  3. Enter the following default settings to access the modem settings and select Login:

    • Username: cusadmin

    • Password: password (or your current Wi-Fi password)

  4. Select Status at the top > DOCSIS WAN

From there you can copy the upstream and downstream tables. Please ensure to remove your CM MAC and IP address.

 

We look forward to hearing from you!

 

RogersTony

Re: Intermittent disconnects

Lyall4
I've Been Here Awhile
Thank you for the reply. The modem completely went dead today. So drive into town to replace it. So far its seems more stable. Possibly a faulty modem? Time will tell

Re: Intermittent disconnects

Hello @Lyall4,

 

We're glad to hear that the new modem seems to be working a lot better!

 

If you notice any issues going forward please provide us with the signal information as per the steps above and we can see whats going on.

 

Have an awesome weekend! 😃

 

RogersTony

Re: Intermittent disconnects

kev22
I've Been Around

I've been having this problem for >4 months. It doesn't affect me that much because I'm mostly doing offline work/developing but lately the time it takes to reconnect has increased dramatically. Here is what I've done/observed during the 4 months:

1) Disconnection affects not only my PC through ethernet connection, but also wireless connections on my phone

2) Done multiple virus scans with Malwarebytes, I'm certain that it is nothing on my end that is causing this.

3) Reset my modem multiple times, disconnection through power socket and plugging back in after ~1 minute

4) New ethernet cable, which shouldn't be a problem since they are made to last.

5) Kept track of Google pings, when internet disconnects -> cannot ping.

6) DOCSIS shows noise ~39dB, +5-7dBmV downstream; ~40dBmV upstream.

7) DOCSIS event shows "No Ranging Response"/"DHCP RENEW WARNING"/"MIMO Event MIMO"/"Unicast Maintenance Ranging attempted - No response"/ "Started Unicast Maintenance Ranging - No Response received".

Had 12 of these events happen on 1 day.

 

Last resort? Quit Rogers, I'm not even going to bother to change my modem, I KNOW for a fact that it is not the modem's fault. My parents had stuck with Rogers for YEARS a decade ago, the problem of unstable internet continues to plague my parents until they change their ISP, ever since their internet have been a smooth sail. If another promotion happens in my area which they happen quite often, I'm more than happy to take it over Rogers, even if it means slower internet speed. I'd rather have a stable internet. I'm not going to throw any more money to support unethical and irresponsible corporations.

Re: Intermittent disconnects

Hello @kev22,

 

Thanks for your post and welcome to the Rogers Community Forums!

 

Dealing with an intermittent Internet connection for the last 4 months is a major pain, especially if you rely on it for your work.

 

I appreciate you being so meticulous in your response. Since you've provided us with all the relevant info we can jump straight to gathering your information so we can run some tests on your equipment and in the area to see if we can see what is causing the intermittency with your connection. Please send us a Private Message to @CommunityHelps so we can get started on this. If you are not familiar with our Private Messaging system please click here.

 

We look forward to your response!

 

RogersTony

 

 

 

 

 

Re: Intermittent disconnects

spigirl
I Plan to Stick Around

Hi,

 

Thanks for your reply.  It just happened again so here are the logs.  I think I've removed what was necessary?

 

I am not using a 3rd party-router, just the HITRON modem/router.  My set up is as follows:

 

My home is wired with CAT-5.  The modem/router is on the 2nd floor.  I have a switch in the basement which connects all the ethernets.  I hope this makes sense?

 

And when it happens, it is to ALL wifi devices.  I've noticed sometimes it occurs where the connection is visible, but it says "internet unavailable", and the lights on the modem look ok.  Other times, the wifi disappears entirely and the wifi lights are off.

 

Thanks!

Carla

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1693000000256QAM-6.4002338.983
2849000000256QAM-9.300237.356
3855000000256QAM-9.800337.356
4861000000256QAM-10.200437.356
5579000000256QAM-7.000537.356
6585000000256QAM-6.800637.636
7591000000256QAM-6.600737.636
8597000000256QAM-6.700838.605
9603000000256QAM-6.600938.605
10609000000256QAM-6.5001037.636
11615000000256QAM-6.5001137.636
12621000000256QAM-6.3001238.605
13633000000256QAM-5.7001338.605
14639000000256QAM-5.5001438.605
15645000000256QAM-5.5001538.605
16651000000256QAM-5.5001638.983
17657000000256QAM-5.4001738.983
18663000000256QAM-5.7001838.605
19669000000256QAM-5.7001938.605
20675000000256QAM-6.0002038.983
21681000000256QAM-6.1002138.983
22687000000256QAM-6.3002238.605
23303000000256QAM-6.000138.605
24699000000256QAM-6.3002438.605
25705000000256QAM-6.6002538.605
26711000000256QAM-7.1002638.605
27717000000256QAM-7.2002737.636
28723000000256QAM-7.1002838.605
29825000000256QAM-7.9002937.636
30831000000256QAM-8.1003037.636
31837000000256QAM-8.4003137.636
32843000000256QAM-8.8003237.636
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K290600000YESYESYES-5.900002
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
130596000ATDMA - 64QAM38.75016400000
238596000ATDMA - 64QAM42.00033200000
323700000ATDMA - 64QAM40.00026400000
OFDM/OFDMA Overview
Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size
0DISABLED0.50000.00000.0000-inf-1.00004K
1DISABLED0.50000.00000.0000-inf-1.00004K

Re: Intermittent disconnects

Good afternoon @spigirl!

 

Thank you for being very thorough in explaining your network setup here.

 

Since this seems to be a WiFi specific issue, I don't suspect your CAT-5 network or switch is contributing to the issue. I would recommend we factory reset the modem and set it back up again. Should you require help with the factory reset process, please PM us @CommunityHelps. If you're not familiar with our PMing process, you can find instructions here.

 

If the WiFi issue continues to persist after a factory reset, then we'll want to swap the modem out for a new one. Please PM us if the issue persists so we can arrange a swap.

 

Regards,

RogersCorey

Re: Intermittent disconnects

MichelleH
I've Been Here Awhile

Intermittent disconnect limiting my ability to work

 

Hi there - I am new to the forum but I read through many posts about intermittent disconnection. I'm now feeling disheartened based on the amount of technical troubleshooting having to be done by customers and lengthy persistence of the problem before resolution. I need this issue fixed immediately because I work from home and the intermittent service is now interfering with my job. I have lost connection when it is unacceptable, for example, when I need access to critical information and when presenting to a group on webex.

 

Backstory: Four weeks ago I upgraded from a very old, slow speed internet service with Rogers (Hi-speed Express) to the Ignite 60 with a new Rocket modem.  While we experienced some loss of signal with the old Hi-speed Express service, the Ignite 60 has been worse since day one. We lose the signal multiple times daily (all times of day and night) across multiple devices including the gaming system that is hardwired into the modem. In addition, the signal is just generally weaker all over the house. While this situation is certainly frustrating during a Netflix show or an intense gaming situation, it's negatively impacting my ability to do my job which has serious repercussions.

 

I've had two calls with tech support at Rogers and they could not determine the problem because the signal was fine when we chatted (an issue others have had on here). The first rep completed some tasks at her end to optimize my signal but it had no effect. The second rep advised she wanted to raise a ticket to have technicians from another department monitor my neighbourhood area for three days. I asked whether they would be able to detect the intermittent loss of signal at my house or if it was more general. She said she didn't know nor could she contact the other department to confirm because "Rogers is a really big company." Since I can't afford to be channeled through an inefficient system, I came to this forum hoping to find help.

 

From everything I read in the forum, it sounds like I might need a new cable coming into the house (we have an overhead cable outside). I need to determine if this is the case and resolve this issue right away. How should I proceed to make sure this happens? I'm happy to support by running diagnostics myself etc but I need the most direct path to action to ensure I am no longer disconnected during work time.

Re: Intermittent disconnects

North401
I've Been Here Awhile

Hi, I live in Bradford and the northside of the street I live on is having major issues with the Internet. Each house has called in complaining. The techs have been here numerous times and the determination is the problem is the lines underground. We finally after 1 year got the problem escalated to the Maintenance group. We have been told 1 week for the issue to be resolved, but I feel it may be longer. If our group doesn't get this resolved by Next Friday, a formal complaint is going to be issued to Rogers, Ombudsman and CRTC. We have signatures of everyone on our street.

Re: Intermittent disconnects

@MichelleH the most direct path is to put Tech Support on speed dial and use it every time you have a service dropout.  I'm assuming that you're losing internet service, Home Phone if you have it and have pixelation on your cable tv and audio dropouts, if you have cable tv.  That should all happen simultaneously.  Call tech support, as often as required and ensure that the complaint is recorded on file.  That will build up a history of failing service in a very short period of time.  

 

The problem with a failing external cable and/or connector is that the signal drops and recovery happen very quickly, too fast to catch the event on the signal level table in the modem.  The modem recovers and the signal levels will look ok after the reboot.  It would be much simpler if the cable or connector failed once and for all.  

 

Since you have overhead cabling, you need a tech who is qualified to climb utility poles in order to replace the external cable and connectors at both ends.  There is always the possibility that the problem is further upstream or at the local tap where you and your immediate neighbours connect to the cable system.  You should ask you immediate neighbours beside your home and behind your home if they have Rogers cable and are experiencing cable system dropouts as well.  That would point to a problem at the utility pole or further upstream.  If you're the only one, that points to your cable from the utility pole.  

 

Sorry I don't have better news or ideas.  In cases such as this, speed dial is your friend.  Don't hesitate to use it.  If and when tech support puts  2 and 2 together and arranges for a field tech to check the cabling and connectors, ensure that the tech specifies a tech who is qualified to climb utility poles.  



Re: Intermittent disconnects

MichelleH
I've Been Here Awhile

Hi @Datalink, I appreciate the quick reply. I don't have a home phone or cable so the internet is the only service being impacted. And I agree - this would be much simpler if it was a total fail rather than consistent short fails.

 

A couple of additional questions for you: Can I call Rogers and request a field tech without having to build up a history of complaints? Alternately, would requesting escalation of my case through tech support managers work?

Re: Intermittent disconnects

Gurgle
I've Been Around

Started to get internet disconnects about 6 weeks ago after signing up for internet only in April. I've done the usual things including rebooting the Hitron Coda-4582u, factory resetting, gateway mode, not gateway mode. Here's my DOCSIS WAN:

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1609000000256QAM8.0001037.636
2849000000256QAM11.800237.356
3855000000256QAM11.500337.636
4861000000256QAM11.800437.636
5579000000256QAM7.300534.346
6585000000256QAM6.800634.346
7591000000256QAM7.500735.780
8597000000256QAM8.000837.356
9603000000256QAM8.100937.356
10303000000256QAM12.800138.605
11615000000256QAM8.5001137.636
12621000000256QAM9.5001237.356
13633000000256QAM11.1001338.983
14639000000256QAM11.2001437.636
15645000000256QAM11.3001537.636
16651000000256QAM11.3001637.636
17657000000256QAM11.4001737.636
18663000000256QAM11.6001837.356
19669000000256QAM11.7001937.356
20675000000256QAM12.2002037.636
21681000000256QAM12.8002137.636
22687000000256QAM12.4002237.636
23693000000256QAM12.4002337.636
24699000000256QAM12.5002438.605
25705000000256QAM12.8002537.636
26711000000256QAM12.6002638.605
27717000000256QAM12.5002738.605
28723000000256QAM12.4002837.636
29825000000256QAM13.9002936.610
30831000000256QAM13.3003036.610
31837000000256QAM12.9003136.610
32843000000256QAM12.3003236.387
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K290600000YESYESYES12.000000
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
138596000ATDMA - 64QAM38.75033200000
230596000ATDMA - 64QAM36.75016400000
323700000ATDMA - 64QAM36.75026400000
OFDM/OFDMA Overview
Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size
0DISABLED0.50000.00000.0000-inf-1.00004K
1DISABLED0.50000.00000.0000-inf-1.00004K

 

Thanks!

Re: Intermittent disconnects

Good day @Gurgle,

 

Thank you very much for your post and welcome to the Rogers Community!

 

Having to dealing disconnections for the last 6 weeks can definitely be upsetting. We'd like to provide you with the help you need.

 

We greatly appreciate your thorough troubleshooting and detailed account of events. Since you've gone through the basic steps, we can proceed with a further investigation and run some tests on your equipment/area to try and identify what is causing the issue.

 

Please send us a Private Message to @CommunityHelps so we can get this started. If you are not familiar with our Private Messaging system please click here.

 

Looking forward to your PM!

 

RogersMaude

Re: Intermittent disconnects

choochums1
I've Been Around

Hello experts!

 

I am having the same issue. Help please...

 

CODA 4582 Status.png

Thanks,

Tara

Re: Intermittent disconnects

catalano11
I Plan to Stick Around

Help - internet drops connection then reconnects fast

 

Hello,

Been having issues lately, my connection keeps dropping often and reconnecting but very quickly. I have done the rests to my modem and router. I use Rogers Ac modem in bridge mode with d link-859 router. I was wondering how i could show you guys an upstream and downstream table to show you this issue.   

Re: Intermittent disconnects

@catalano11 log into the modem using 192.168.100.1, thru your router, and navigate to the STATUS .... DOCSIS WAN tab.  Copy the lower table, from the "Downstream Overview" all the way to the bottom right hand corner of the table.  Paste that into a post.  The copy and paste process will paste in the text contents of that signal level table.  Ignore all of the data above the "Downstream Overview" as that is specific to the modem and shouldn't be posted in an open forum.  

 

Its possible that the signal levels themselves might look fine.  If you have a failing external cable and/or connectors, its possible to have a momentary failure that happens too fast for that signal level table to display.  It would be much simpler if the cable or connector simply failed, which makes it much easier to troubleshoot.  

 

In any event, at this point, post the signal levels and lets see what they show at the present time.