Intermittent disconnects

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Darrellm58
I Plan to Stick Around
Posts: 10

Re: Intermittent Disconnects

This is where Rogers suggests I go to troubleshoot why my internet keeps dropping.

This site can’t be reached

192.168.0.1 took too long to respond.

Try:

ERR_CONNECTION_TIMED_OUT



Rogers.png

RogersMaude
Moderator
Moderator
Posts: 2,367

Re: Intermittent Disconnects

Good evening @Darrellm58,

 

Thank you for your post! Would you happen to have Ignite internet services?

 

If it's the case, enter the default IP address for the XB6/XB7 router is 10.0.0.1, you can also click on this link: http://10.0.0.1 to directly open the default gateway.

 

Please don't hesitate to share more details about your equipment, plan and troubleshooting steps performed so far, for further assistance.

 

RogersMaude

AaronAston
I've Been Around
Posts: 1

Re: Intermittent Disconnects

I have gigabit service, except when I don't.  A few times per day my connection goes 'down' for tens of seconds to minutes at a time.  There is no change at the modem/router - all of the lights stay the same.  I don't think WIFI drops - I've tried pinging the router during an outage and I *think* it always responds (10.0.0.1).

 

I seem to have the gen1 ignite router - is there anything I should check in terms of signal levels etc?  

Gdkitty
Resident Expert
Resident Expert
Posts: 14,327

Re: Intermittent Disconnects

If you want to post the signal levels here, a few of us could take a look at them and see if anything looks out of wack.

Could be something like say at the local CMTS, where its causing things to re-register.



hansm0leman
I Plan to Stick Around
Posts: 55

Re: Intermittent Disconnects

I have the XB7 and it has been loosing connection. Light on modem flashes, it regains connection. Repeat this throughout the day.

 

I have power cycled and called Rogers and a tech will be coming but wondering your opinion on this:

 

IndexLock StatusFrequencySNRPower LevelModulation

Downstream
Channel Bonding Value
4
1
2
3
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
34
33
34
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
591 MHz
303 MHz
579 MHz
585 MHz
597 MHz
603 MHz
609 MHz
615 MHz
621 MHz
633 MHz
639 MHz
645 MHz
651 MHz
657 MHz
663 MHz
669 MHz
675 MHz
825 MHz
831 MHz
837 MHz
843 MHz
849 MHz
855 MHz
861 MHz
699 MHz
350000000
699000000
39.0 dB
39.5 dB
39.1 dB
39.0 dB
39.0 dB
38.8 dB
38.5 dB
38.3 dB
38.1 dB
38.2 dB
38.1 dB
38.2 dB
38.4 dB
38.4 dB
38.5 dB
38.3 dB
38.4 dB
38.1 dB
38.0 dB
38.1 dB
38.1 dB
37.7 dB
37.6 dB
36.9 dB
38.1 dB
NA
NA
-3.7 dBmV
-4.7 dBmV
-3.7 dBmV
-3.7 dBmV
-3.9 dBmV
-3.9 dBmV
-4.3 dBmV
-4.3 dBmV
-4.4 dBmV
-4.4 dBmV
-4.4 dBmV
-3.9 dBmV
-4.0 dBmV
-3.9 dBmV
-3.8 dBmV
-4.1 dBmV
-3.9 dBmV
-3.9 dBmV
-3.7 dBmV
-3.7 dBmV
-3.8 dBmV
-4.3 dBmV
-4.9 dBmV
-6.0 dBmV
-3.4 dBmV
NA
NA
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM
OFDM
OFDM

 

 

IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type
Upstream
Channel Bonding Value
1
2
3
4
Locked
Locked
Locked
Locked
21 MHz
25 MHz
32 MHz
38 MHz
2560
5120
5120
5120
50.3 dBmV
51.0 dBmV
50.5 dBmV
50.8 dBmV
QAM
QAM
QAM
QAM
TDMA_AND_ATDMA
ATDMA
ATDMA
ATDMA
 

 

Datalink
Resident Expert
Resident Expert
Posts: 7,335

Re: Intermittent Disconnects

@hansm0leman where are you located?  I ask that question as you have an unusual channel configuration in your signal data.  

 

1.  You only have 24 downstream QAM channels running instead of 32 channels.  Not a big deal, just different compared to the usual configuration.

2.  You have two OFDM downstream channels configured with the high channel 699 Mhz running as the operational channel instead of the lower channel at 350 Mhz.  Looks like Rogers has dropped some of the high QAM channels in order to make room for the OFDM channel at 699 Mhz.  So, that's new.

 

Ok, so, your downstream QAM channels aren't too bad.  Their all low, running around -4 dBmV, with a high frequency roll-off at the top end.  That's normal to see that roll-off in the Rogers network.  Those levels should stay the same across the whole frequency range.  

 

The target levels on the QAM downstream side are 0 dBmV with a signal to noise ratio of 36 to 40 dBmV.  

 

The downstream OFDM level at 699 Mhz might be ok, but, I can't attest to the accuracy of the data that is shown in the user interface.  You would have to send a message to @CommunityHelps and ask @RogersAndy@RogersTony or @RogersMoin to check the OFDM MIBS which is a breakdown of the OFDM channel into smaller sub-channels, each with its own signal level and signal to noise ratio.

 

The upstream levels are the problem.  Their all running at or above 50 dBmV.  They should be running between 36 to 40 dBmV.  So, for some reason, you have a rather large disparity between the downstream levels, which aren't bad, and the upstream levels which are at or near the failure point.  Any momentary upwards movement in those signal levels would or should result in the modem dropping one or more upstream channels in order to use higher power levels for the remaining upstream channels.  That is solely to maintain communications with the Cable Modem Termination System which controls the connected modems and provides data services to those modems.  

 

As the external cable (that runs from the demarcation point outside of the house to the local tap) ages, the signal losses thru the cable increase.  As a result, the signal levels drop in both directions.  The CMTS commands the modem to increase the modem output levels to maintain comms with the CMTS.  The cut-off point is 51 dBmV according to the DOCSIS spec, 52 dBmV according to Rogers.  Above that point, the modem will drop channels to keep the output signal levels within the allowed maximum power envelope.  If that happens you will notice it as both the downstream and upstream data rates will decrease. 

 

My guess would be that the neighbourhood node output level is too high to begin with.  Thats ok, due to the cable losses.  The end result is that the downstream levels don't look too bad, even though they are low.  The upstream is the problem as the modem can't transmit enough power down the cable, back to the neighbourhood node.  

 

You might have a signal amplifier in your cable network, which I would question.  That would have a similar effect on the signal levels.  If you look at your incoming cable from the street, where it is connected to the internal house cable that runs up to your modem, you should see either an F-81 connector, or possibly a splitter, if the installation tech didn't have an F-81 connector on hand.  If you do have a splitter installed, I'd be interested in knowing what model it is, as indicated on the front of the splitter.  The F-81 connector looks like this:

 

https://www.homedepot.ca/product/ideal-3ghz-f-splice-adapter-10-pack-/1000751479

 

So, that's the current situation.  It will be interesting to see what the tech does with this.  Please post what was done, and more importantly, if it actually worked well enough to bring the signal levels back to where they should be.  



hansm0leman
I Plan to Stick Around
Posts: 55

Re: Intermittent Disconnects

Thanks for the detailed respoinse. I am in Kitchener.

 

After reading you post I took a look at the cable coming in. I just now removed an old splitter that fed coax to other rooms from the old Nextboxes. I'm on Ignite now and don't use them.

 

The main line in now goes to the modem through this one adapter, looks like the F-81 you linked to on Homedepot, with ground wire  (mine was provided by Rogers). Black line is from the outside box, white to the modem. Nothing else splitting anywhere.

 

Screen Shot 2021-06-07 at 11.08.36 PM.jpg

 

The lines outside run overhead and are likely old. I do live in an older neighbourhood. 

 

New values:

 

IndexLock StatusFrequencySNRPower LevelModulation

Downstream
Channel Bonding Value
4
1
2
3
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
34
33
34
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
591 MHz
303 MHz
579 MHz
585 MHz
597 MHz
603 MHz
609 MHz
615 MHz
621 MHz
633 MHz
639 MHz
645 MHz
651 MHz
657 MHz
663 MHz
669 MHz
675 MHz
825 MHz
831 MHz
837 MHz
843 MHz
849 MHz
855 MHz
861 MHz
699 MHz
350000000
699000000
39.2 dB
39.7 dB
39.3 dB
39.3 dB
39.2 dB
39.1 dB
38.7 dB
38.6 dB
38.5 dB
38.5 dB
38.3 dB
38.5 dB
38.6 dB
38.6 dB
38.7 dB
38.7 dB
38.2 dB
38.2 dB
38.2 dB
38.2 dB
38.1 dB
37.9 dB
37.8 dB
37.0 dB
38.3 dB
NA
NA
0.5 dBmV
0.5 dBmV
0.5 dBmV
0.5 dBmV
0.3 dBmV
0.4 dBmV
0.2 dBmV
0.1 dBmV
0.1 dBmV
0.1 dBmV
0.2 dBmV
0.0 dBmV
0.3 dBmV
0.2 dBmV
0.3 dBmV
0.1 dBmV
0.1 dBmV
0.1 dBmV
0.0 dBmV
0.1 dBmV
0.1 dBmV
0.6 dBmV
-1.1 dBmV
-2.4 dBmV
0.5 dBmV
NA
NA
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM
OFDM
OFDM

 

IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type

Upstream
Channel Bonding Value
1
2
3
4
Locked
Locked
Locked
Locked
21 MHz
25 MHz
32 MHz
38 MHz
2560
5120
5120
5120
45.3 dBmV
46.8 dBmV
46.8 dBmV
46.8 dBmV
QAM
QAM
QAM
QAM
TDMA_AND_ATDMA
ATDMA
ATDMA
ATDMA
Datalink
Resident Expert
Resident Expert
Posts: 7,335

Re: Intermittent Disconnects

Ok, the downstream QAM levels are at 0 dBmV which is good.  The upstream QAM levels are now running at 45 to 46.8 dBmV, which gives you some room at the upper end of the power envelope.  That might be enough to stabilize your service.  The tech should still swap the external connectors and consider the condition of the external cable to determine if it requires replacement.  

 

Do you happen to know how long that external cable has been in service?

 

Ok, with overhead cabling it might take a real Rogers tech to swap the cable, or possibly a maintenance crew.

 

That connector block in the photo is a cable ground block.  That black wire on the ground point should be connected to the house electrical ground if there is no other cable ground on the system.  Usually there is a covered Rogers box, known as a Network Interface Device (NID) mounted outside of the home, near the external electrical box.  That ground block in the photo is usually located in that NID, with a cable that connects to a ground point on the electrical box.  Its worth checking to see if there is a ground block in that NID and if so, whether or not there is a ground wire that runs from the ground block to the electrical box.  Usually, at the electrical box, a clamp is installed to connect the ground wire to the electrical box.  In theory, this should ground the cable system.  Is that truly effective?  Good question.  

 

In any event. you don't want two ground points in the system, or you could end up with a ground loop with each ground point running at a different electrical potential.  So, its worth a quick check, do you have an external Rogers NID and if so, is there a ground wire that connects the ground block, which should be in the NID, to the house electrical ground thru that external electrical box.  

 

So, thats a question for the tech.  You should be able to see the NID, its just a question of whether or not there's a ground block in the NID and if the ground wire is correctly connected between the ground block and the external electrical box. 



hansm0leman
I Plan to Stick Around
Posts: 55

Re: Intermittent Disconnects

I have overhead wires outside. I am not sure the age of them but I know my next door neighbour had Rogers pull a new overhead line last summer. They were having issues, I wasn't at that time.

 

That ground in my photo is grounded to the electrical panel.

 

Looking at the outside box on my wall, I dont see a ground there. I do see two more of those F adapters in there (the box is not well sealed and I can see into it from the side). it's almost like they cut a section out and extended it again?

 

I'll see how the tech makes out tomorrow.

 

 

 

Datalink
Resident Expert
Resident Expert
Posts: 7,335

Re: Intermittent Disconnects

As long as you have a single ground point in the system you should be ok. 

 

The tech should clean up the NID tomorrow when he or she is onsite.  You should make sure that the tech knows that you have a ground block in your home and that its grounded to your electrical panel.  The tech shouldn't attempt to install yet another ground cable.  With that ground block inside of the house, the only thing required outside is a simple F-81 connector, not a cable ground block, to connect the overhead cable to the cable that runs into the house.  A cable ground block can be used but it shouldn't be grounded due to the internal house ground.  Its really nothing more than an F-81 connector with a ground point on the external shield connector. 

 

Edit:  @hansm0leman one more item, you don't have an OFDMA upstream channel running, which should be rather unusual.  The tech should pay particular attention to the downstream OFDM channel and the upstream OFDMA channel.  You should ask the tech if the neighbourhood node is configured to receive an OFDMA upstream channel, and if so, why your modem isn't running one.  Thats either a matter of the neighourhood node and CMTS configuration as in, not configured for OFDMA upstream ops, or, a problem with the cable system where its not supporting the lower 5 to 42 Mhz frequencies that the upstream OFDMA channel requires.  That might be related to the higher upstream QAM channel power levels.  Its possible that the modem has bailed out of OFDMA ops and is now running upstream QAM channels which run at a higher power level compared to the OFMDA sub-carriers.