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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

RogersAndy
Retired Moderator
Retired Moderator

Thank you @Doxy

 

 

There's one final thing that can be checked to determine if the modem itself is losing connection to the internet, or if the devices in your home are losing connection to the modem. If you can log into your gateway and check the LAN and WAN uptimes these should be within 3-5 minutes of each other. If however the WAN uptime is much lower and coincides with the last drop in your connection I would recommend reaching out to support for assistance with that information so it an be addressed accordingly. You can also reach out to us here @CommunityHelps via PM! For more information on our PM system click here.

 

Let us know if you have any other questions!

 

@RogersAndy

 

Re: Intermittent disconnects

bmt25
I've Been Around

I’ve got The Ignite 75 service and have consistently experienced drops in service and poor streaming speeds. I’ve had a tech out a few times, but Rogers won’t allow them in the house. I’m considering switching providers.

Re: Intermittent disconnects

Hello, @bmt25

 

Welcome to the Rogers Community Forums!

 

I can understand how frustrating it is trying to stream online only to experience poor speeds and connectivity drops. We definitely want to get to the bottom of this for you. We'd hate to see you cancel your service over an issue that could have been resolved. 

 

  • Have you done any speed testing on your devices? If yes, what type of speeds are you seeing?
  • Can you describe what type of device you are using and how it's connected to the modem?
  • Do you notice issues on all of your devices or is it happening on specific devices?

Once we have more information we'll be better equipped to assist you. We look forward to your response.

 

RogersTony

Re: Intermittent disconnects

CanadianWampa
I've Been Around

I've also been experiencing random disconnects seemingly at random. I've looked at my modems logs and see the following:

 

111/05/2020 19:44:4474010100NoticeCM-STATUS message sent. Event Type Code: 2; Chan ID: 6; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=ac:20:2e:c1:72:40;CMTS-MAC=00:17:10:91:ab:b0;CM-QOS=1.1;CM-VER=3.1;
211/05/2020 19:44:4482000200CriticalNo Ranging Response received - T3 time-out;CM-MAC=ac:20:2e:c1:72:40;CMTS-MAC=00:17:10:91:ab:b0;CM-QOS=1.1;CM-VER=3.1;
311/05/2020 19:44:4582000300CriticalRanging Request Retries exhausted;CM-MAC=ac:20:2e:c1:72:40;CMTS-MAC=00:17:10:91:ab:b0;CM-QOS=1.1;CM-VER=3.1;
411/05/2020 19:44:4582000600CriticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=ac:20:2e:c1:72:40;CMTS-MAC=00:17:10:91:ab:b0;CM-QOS=1.1;CM-VER=3.1;
511/05/2020 19:44:4584000500CriticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=ac:20:2e:c1:72:40;CMTS-MAC=00:17:10:91:ab:b0;CM-QOS=1.1;CM-VER=3.1;
611/05/2020 19:44:4682000200CriticalNo Ranging Response received - T3 time-out;CM-MAC=ac:20:2e:c1:72:40;CMTS-MAC=00:17:10:91:ab:b0;CM-QOS=1.1;CM-VER=3.1;
711/05/2020 19:44:4674010100NoticeCM-STATUS message sent. Event Type Code: 7; Chan ID: 2; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=ac:20:2e:c1:72:40;CMTS-MAC=00:17:10:91:ab:b0;CM-QOS=1.1;CM-VER=3.1;
811/05/2020 19:44:4684000500CriticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=ac:20:2e:c1:72:40;CMTS-MAC=00:17:10:91:ab:b0;CM-QOS=1.1;CM-VER=3.1;
911/05/2020 19:44:4882000200CriticalNo Ranging Response received - T3 time-out;CM-MAC=ac:20:2e:c1:72:40;CMTS-MAC=00:17:10:91:ab:b0;CM-QOS=1.1;CM-VER=3.1;
1011/05/2020 19:44:4882000300CriticalRanging Request Retries exhausted;CM-MAC=ac:20:2e:c1:72:40;CMTS-MAC=00:17:10:91:ab:b0;CM-QOS=1.1;CM-VER=3.1;
1111/05/2020 19:44:4882000600CriticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=ac:20:2e:c1:72:40;CMTS-MAC=00:17:10:91:ab:b0;CM-QOS=1.1;CM-VER=3.1;
1211/05/2020 19:44:4882000200CriticalNo Ranging Response received - T3 time-out;CM-MAC=ac:20:2e:c1:72:40;CMTS-MAC=00:17:10:91:ab:b0;CM-QOS=1.1;CM-VER=3.1;
1311/05/2020 19:44:4882000300CriticalRanging Request Retries exhausted;CM-MAC=ac:20:2e:c1:72:40;CMTS-MAC=00:17:10:91:ab:b0;CM-QOS=1.1;CM-VER=3.1;
1411/05/2020 19:44:4882000600CriticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=ac:20:2e:c1:72:40;CMTS-MAC=00:17:10:91:ab:b0;CM-QOS=1.1;CM-VER=3.1;
1511/05/2020 19:44:4882000200CriticalNo Ranging Response received - T3 time-out;CM-MAC=ac:20:2e:c1:72:40;CMTS-MAC=00:17:10:91:ab:b0;CM-QOS=1.1;CM-VER=3.1;
1611/05/2020 19:44:4984000500CriticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=ac:20:2e:c1:72:40;CMTS-MAC=00:17:10:91:ab:b0;CM-QOS=1.1;CM-VER=3.1;

 

When looking at my signal info I see the following:

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000QAM256-10.700734.345
2597000000QAM256-11.299834.483
3603000000QAM256-10.500934.483
4849000000QAM256-14.099233.486
5855000000QAM256-16.099332.237
6861000000QAM256-17.599431.335
7579000000QAM256-9.500534.483
8585000000QAM256-10.200634.483
9279000000QAM256-1.900135.083
10609000000QAM256-9.9001034.925
11615000000QAM256-9.4001134.925
12621000000QAM256-9.0001234.925
13633000000QAM256-7.7991335.083
14639000000QAM256-7.2991435.595
15645000000QAM256-6.5001535.417
16651000000QAM256-5.4001635.595
17657000000QAM256-6.5991735.083
18663000000QAM256-7.7001834.925
19669000000QAM256-8.5991935.083
20675000000QAM256-9.9002034.483
21681000000QAM256-10.4002134.483
22687000000QAM256-10.0992234.483
23693000000QAM256-10.9002334.483
24699000000QAM256-11.5992434.345
25705000000QAM256-12.0992534.082
26711000000QAM256-11.2002634.345
27717000000QAM256-11.5992734.345
28723000000QAM256-11.0992834.345
29825000000QAM256-14.5002932.962
30831000000QAM256-14.2003033.376
31837000000QAM256-13.5993133.486
32843000000QAM256-13.5003233.834
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES-2.400002
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
13870000064QAM34.27046400000
22110000064QAM31.26013200000
33230000064QAM32.77036400000
42590000064QAM33.52026400000
50QAM_NONE----1600000
60QAM_NONE----1600000
70QAM_NONE----1600000
80QAM_NONE----1600000
OFDM/OFDMA Overview
Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size
0OPERATE0.24469.32109.600037.781530.00002K
1DISABLED0.00000.00000.00000.00000.00002K

 

I've called Roger's multiple times but they keep saying there doesn't appear to be anything wrong with my line. Can anyone help?

Re: Intermittent disconnects

pshiv11
I've Been Here Awhile

I am facing the same issue for over a month. No one seems to be fixing it. They will just open a ticket on their end to get over with the call. Best Advice is to move to bell. Their fiber infrastructure is awesome

Re: Intermittent disconnects

Hey @CanadianWampa!

 

Welcome to the community!

 

Intermittent internet service would put a damper on anyone's day to say the least, but I thank you for posting the information you have as this is pretty telling as to why you're experiencing this. Looks like you've got several downstream channels out of spec so I would highly recommend reaching out to support at your earliest convenience or us here @CommunityHelps so we can validate if the signal issue you're experiencing that's causing these drops is localized or an issue within your area. For more information on our PM system you can check out our blog here.

 

@RogersAndy

 

 

Re: Intermittent disconnects

goflo
I've Been Around

Intermittent internet in Etobicoke at 10am And 2pm. How are we to work y’all?

 

Pls stop this -it’s happening too often. A colleague on a teams call said they are moving to the other guy. I thought it was not common but clearly is .

Re: Intermittent disconnects

Good afternoon and welcome to the Community @goflo,

 

I realize how inconvenient intermittent disconnects can be, especially when working from home. Have you had a chance to speak to tech support about this issue?

 

Can you please post your DOCSIS Wan Logs, that would be helpful in ruling out potential causes for the issue you're experiencing. 

 

You can also reach out to us via PM @CommunityHelps. If you're not familiar with our PMing process, you can find instructions here.

 

 

 

RogersZia

Re: Intermittent disconnects

JohnGM
I Plan to Stick Around
Same issue where I am in Thornhill. Had a tech come out today, did a few things outside and swapped modem, issue got worse after he left lol ! Now experiencing several disconnects per hour, latency packet loss then disconnected. Called support and have another appointment scheduled tomorrow

Re: Intermittent disconnects

JohnGM
I Plan to Stick Around
Second tech visit resolved most of my problems. It was the modem. The modem first tech gave me was no good. I have the big white one and you want the newer versions with a “U” at the end of the name on the back ( that’s what the tech told me ). Poor quality control if they are giving clients sub par modems to begin with.

Re: Intermittent disconnects

PizzaBear
I Plan to Stick Around
Hmm so it's a modem problem for your situation?

I went through one modem swap already but still having intermittent packet loss. Not entirely sure if it is the modem or not..

Re: Intermittent disconnects

Have been having these disconnects out of the blue for about a month now. Can somebody at Rogers actually do something about this?

Re: Intermittent disconnects

Hello, Community. 

 

Thank you all for your patience and for participating in this thread. Intermittent disconnects can be disruptive and quite tricky to identify the root cause. 

 

We can look into finding a solution for you; please post the following so the issue can be analyzed: 

  • The modem model, like CODA-4582U, etc.
  • Modem's status: Bridge or Gateway mode
  • Firmware version > We can find this in the Status/System Information menu
  • LAN Up Time and WAN Up Time > We can find this in the Status/System Information menu
  • Downstream, Upstream, OFDM, OFDMA tables > We can find this in the Status/DOCSIS WAN menu
  • Are the disconnects happening on both wired and wireless devices?
  • Is the modem rebooting by itself when the connection drops?
  • Is the band steering enabled on the modem?

You can also provide the timestamp of disconnections if they are not random. 

 

Regards,

RogersMoin

Re: Intermittent disconnects

PizzaBear
I Plan to Stick Around
Happened today at 12:25pm for me. Lasted between 5 to 10 minutes.

CODA 4582 modem, bridge mode. I have tested in gateway mode and this still happens. I have also tested on firmware 7.1.1.3.2 and 7.1.1.3.3 and both has experienced this. I have done modem swap already.

Modem doesn't physically go offline as the admin page is accessible and signal reading look fine when it happens.

It knocks off any connection connected to cable modem, WiFi or Lan. If you ping modem gateway or external ip, it would show bursts of request time out following a recovery of a very high latency ping, and then goes back to normal for couple seconds and then happens again. Goes on and off couple times in a 5 or so minute interval and then connection goes back to normal.

It is super annoying especially when trying to work. Cannot seem to have a stable connection for the past month and a half now.

Re: Intermittent disconnects

Gihad
I've Been Here Awhile

I've had this service for years, 2 months ago this issue (intermittent disconnects) started. It has become a critical issue that affects my ability to work from home greatly and is impacting my professional growth. Disconnecting at random in the middle of important conferences is a really big issue. My wife is also suffering with the exact same issues since she does a lot of conferences too.

 

I tried to talk to a chat support and they refuse to allow me to exchange my modem at the store, I've already diagnosed all the other components after the modem (in fact as part of my diagnosing steps I spent hundreds of dollars replacing the router and APs with enterprise grade equipment from Ubiquiti).

 

Who do I have to talk to in order to replace my modem right away at the rogers store? They won't let me do that before running a useless 5 day diagnostics...

 

This week I resorted to installing a smart plug between the outlet and the modem which turns power off and on every day at 7am.  This makes things a bit better close to 7am, but I still experience disconnects later in the day...

 

Life is too short to deal with this.

Re: Intermittent disconnects

Datalink
Resident Expert
Resident Expert

@Gihad what modem are you using, and, are you and your wife running VPNs during the day?



Re: Intermittent disconnects

PizzaBear
I Plan to Stick Around
Just call your local Rogers store and ask if they have any cable modems and ask for modem swap. Other way is schedule tech visit and request them to check your line and swap your modem. But fastest would be to call up local Rogers store and swap with them. It's a safe process.. You only enter store briefly to drop off old modem and pickup their refurbished modems.

Re: Intermittent disconnects

JohnGM
I Plan to Stick Around
My issue was the modem, but the first swap apparently gave me another bum modem! On a hunch the tech swapped it again for the newer model # and it worked perfectly. I didn’t think it would work because I just had it swapped, but the tech was right. He stayed late past his time to leave, grateful that he tried hard to fix my issue.

Re: Intermittent disconnects

PizzaBear
I Plan to Stick Around
What is this modem you are referring to?

Is it still the white coda block modem or the ignite wifi black modem?

Re: Intermittent disconnects

yever
I Plan to Stick Around

@

 

I am also experiencing disconnect issue for the past two months. I have CODA-4582.  Currently it's on bridge mode, but I did switch to gateway mode briefly to test it out and got the same problem. Firmware version is 7.1.1.33. The disconnect happens on both wired and wireless devices. When it's disconnects, the modem is still on, and all the lights are normal. I notice packets loss when I ping 8.8.8.8 around the time of disconnecting. It looks like the connection is not completely gone, because my Microsoft Meeting is still connected, and I can still hear the other people, but they can't hear me.

 

The latest two disconnects I am aware of are from last night: Dec 4 8:25pm-8:30pm and Dec 4 10:30-10:45pm. I didn't use internet much today, so I don't know if there are any disconnects today.

 

I see a few T3 and T4 critical errors everyday in the event log.

 

112/05/2020 11:44:1782000200Critical

No Ranging Response received - T3 time-out;CM-MAC=64:77:7d:52:fc:30;CMTS-MAC=00:17:10:9a:ee:0f;CM-QOS=1.1;CM-VER=3.1;

612/05/2020 13:15:4682000400Critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=64:77:7d:52:fc:30;CMTS-MAC=00:17:10:9a:ee:0f;CM-QOS=1.1;CM-VER=3.1;

 

 

I just rebooted the modem, but here are the tables you requested:

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1633000000QAM25613.9001340.366
2591000000QAM25612.400740.366
3597000000QAM25612.400840.946
4849000000QAM2566.300238.605
5855000000QAM2567.500338.983
6861000000QAM2568.300438.983
7579000000QAM25611.900540.366
8585000000QAM25612.000640.366
9603000000QAM25612.500940.366
10609000000QAM25613.1991040.366
11615000000QAM25613.1991140.366
12621000000QAM25613.5001240.366
13279000000QAM2569.400140.366
14639000000QAM25613.9001440.366
15645000000QAM25614.1991540.366
16651000000QAM25614.4001640.366
17657000000QAM25614.5991740.366
18663000000QAM25614.6991840.366
19669000000QAM25614.8001940.946
20675000000QAM25614.8002040.946
21681000000QAM25614.5002140.366
22687000000QAM25614.4002240.946
23693000000QAM25613.8002340.946
24699000000QAM25613.1992440.946
25705000000QAM25612.4002540.366
26711000000QAM25611.9002640.366
27717000000QAM25610.6992740.946
28723000000QAM25610.3002840.366
29825000000QAM25610.4002938.983
30831000000QAM2569.0993038.983
31837000000QAM2567.4003138.983
32843000000QAM2566.4003238.605
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES10.500000
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
13230000064QAM41.02036400000
23870000064QAM41.02046400000
32110000064QAM39.76013200000
42590000064QAM41.02026400000
50QAM_NONE----1600000
60QAM_NONE----1600000
70QAM_NONE----1600000
80QAM_NONE----1600000
OFDM/OFDMA Overview
Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size
0OPERATE0.187511.62889.600046.781539.00002K
1DISABLED0.00000.00000.00000.00000.00002K

Re: Intermittent disconnects

JohnGM
I Plan to Stick Around
The white CODA that looks like a big white block. But apparently they are not all created equal, the tech told me the newer versions have much fewer issues, but when you swap out your modem there is no guarantee you will get a newer version. The one that finally worked finally for me was a newer version.