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Internet Keeps Cutting Out

Foehammer
I've Been Around

Pretty much every 15 to 20 minutes, my internet keeps failing me. It would cut out for around a minute or so and pop back up. As a gamer this is starting to get annoying. I'm using the SMC Gateway. Anyone have any idea if it's on the Rogers end or could something be wrong with the modem?

 

I've got an Xbox and my desktop plugged in and both lose the internet connection at the same time, so I'm pretty sure it's not a problem with them.

 

In the event log for my modem, I keep getting "Time:01/01/70 00:01:34, Level:critical, Content:No Ranging Response received - T3 time-out" and a string of numbers and letters, coinciding with the times that I disconnect.

 

 

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Re: Internet Keeps Cutting Out

Gdkitty
Resident Expert
Resident Expert

Is anyone using wireless as well at this time to the unit?
It seems that sometimes wireless will crap out on this and the cisco model, and cause the whole thing to reboot, so that is one possibility.

It could be signal loss to the gateway itself.  You can call and have a tech come out and test the signal strength into the house and to where the gateway is, incase thats the problem.

In the end, could be a faulty gateway, as well.

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130 REPLIES 130

Re: Internet Keeps Cutting Out

Gdkitty
Resident Expert
Resident Expert

Is anyone using wireless as well at this time to the unit?
It seems that sometimes wireless will crap out on this and the cisco model, and cause the whole thing to reboot, so that is one possibility.

It could be signal loss to the gateway itself.  You can call and have a tech come out and test the signal strength into the house and to where the gateway is, incase thats the problem.

In the end, could be a faulty gateway, as well.

Re: Internet Keeps Cutting Out

I've been getting the same thing for the past 2 weeks. On my 2nd router and also had a tech come out to replace some connectors and cables, and I'm still getting this. Rogers techsupport once again told me to replace the router. My guess is that its at Rogers head end and they won't fix it.

 

Routers that I've tried:

New Hitron - disconnected every hour at the same time, power cycled the router then the disconnects would start an hour later.

SMC- Disconnects not as random as the Hitron but still get quite a few a day.

 

This is getting old quick......

Re: Internet Keeps Cutting Out

Just happened again, this is what I get.

Time:08/24/12 17:35:28, Level:critical, Content:No Ranging Response received - T3 time-out
Time:08/24/12 17:35:29, Level:critical, Content:Ranging Request Retries exhausted
Time:08/24/12 17:35:29, Level:critical, Content:Unicast Maintenance Ranging attempted - No response - Retries exhausted;

Re: Internet Keeps Cutting Out

Tried to do a little research on that error message.. it seems like people from just about any ISP have got it, with different modems, etc as well..

 

In the end, what that that message is.. with the docsis 3 protocol, apparently it goes out every 30 seconds or so, and almost does a ping type of thing... and these errors come up when it cant get a response to its ping.

 

Now it COULD be a signal problem, that its not getting the signal back properly.  (people have had theirs or their streets cable replaced and had it work fine).

Are you in a very densly populated arrea.. one thing i did read, it that when an ISP oversells an area, that there are too many on, it can almost get too congested that the answer doesnt make it back, etc.  In the end, if this is it, its rogers end.

 

 

Re: Internet Keeps Cutting Out

ugh.....just as I hit post for my reply it disconnects......

 

Here is the just of my post...

Live in the city, never had a problem for the past 10 months until my Rogers router died. Get a replacement router been having this issue ever since. Going to take this router back tonight and see if the new one is better which I doubt....cause I dont think its the router.

Re: Internet Keeps Cutting Out

gweg
I Plan to Stick Around
I am also seeing this issue. At first I thought it was my modem firmware (SMCD3GN), however, now I suspect it is a contention at the Rogers CMTS i.e. the CMTS is having problems because it is over-subscribed. Sometimes after I reboot the modem, the problem goes away for a week. Other times it comes back right away.

Re: Internet Keeps Cutting Out

FormerMember
I'm a Senior Advisor

It is after reading threads like this one that make me happy that I have stuck with my rock solid D2 modem along with my own router. Yes, I realize there are disadvantages to the D2 technology including being ripped off by Rogers in not getting the advertised speeds and usage allowances. On the other hand, threads like this one seem to illustrate what total gar*bage Rogers is pawning off on its customers (both Internet and Cable TV). Come on Rogers - get your act together and start giving customers what they want - a good stand alone D3 modem. If not, be prepared to lose a lot more customers!

Re: Internet Keeps Cutting Out

Gdkitty
Resident Expert
Resident Expert
If this is a pure d3 issue, than getting a stand alone d3 modem would have he same issue IHR 😛

But I am thinking this is primary in oversold areas. With the d3 gateway here, I have not had it happen once, but I am not in a huge population city either.

Re: Internet Keeps Cutting Out

FormerMember
I'm a Senior Advisor

@Gdkitty wrote:
If this is a pure d3 issue, than getting a stand alone d3 modem would have he same issue IHR 😛


They would have the same issue if we assumed that all D3 modems are created equal. I would argue that they are not. Bugs in hardware and firmware create all sorts of nasty problems. The Motorola 6000 series stand alone D3 modems get rave reviews, the same as their D2 5000 series counterparts. Does Rogers offer these as an alternative to their current D3 offerings? Of course we all know the answer to that one! The current line of D3 gateways being supplied by Rogers are mediocre at best. Surely Rogers has more respect for their customers than they have shown in past few years!

Re: Internet Keeps Cutting Out

Gdkitty
Resident Expert
Resident Expert
Right, and while in general I do agree, I am running the same firmware and hardware, as some people who have had the issue, and I have not had a problem. If it was purely hardware/firmware, for this specific issue, it would affect more/ everyone across the board.

This more likely is an area/overselling problem, possibly in conjunction with this hardware. Could a d3 modem in its own work in this area? possibly. But not necessarily.

When looking up this error, it was across many Canadian and us ISPs, with a wide range of modems, even the d2 surfboard ones!

Re: Internet Keeps Cutting Out

FormerMember
I'm a Senior Advisor

You may be one of the lucky ones Gdkitty that are not having major problems with your gateway. I have simply read too many posts on these forums, on the Rogers Facebook page lately, and on many other forums to believe that many of these problems are not specific to the modems (and the corresponding firmware updates) that are provided by Rogers. I am in a highly populated area but my SB5100 works like a charm. Maybe I am lucky too! But unless Rogers comes to their senses and allows a good stand alone D3 modem (such as the Motorola 6000 series) to be provisioned for Rogers Internet, we will perhaps never have any real answers. Do you not find it odd that Rogers won't provision modems they've approved for TPIAs and they won't approve any of their modems for TPIAs when they haven't charged the TPIA an arm and a leg to test them? What would the reason be for them not wanting people to have a simple and good stand alone D3 modem? I only see two reasons - greed and profit!

 

Re: Internet Keeps Cutting Out

cles
I've Been Around
Spoiler
Ive been having the same problem lately. Its October 1st, 2012. I am wondering if any one else in Southern Ontario is experiencing internet issues. I have ran a Rogers Bandwith speed test several times. The first time it wouldnt even finish the test because the internet connection dropped. Then it gave me a reading of 1.75Mbps. I only have the lite package. But lately I cannot even download a tv show from iTunes. It will begin the download and after 3-5minutes it will say download error. My internet connection is clearly failing. I called Rogers customer service, of course I hung up after waiting for some time. Im hoping someone else in the area may confirm my issue. Rogers is on a very short leash if they dont own up to the issue soon.

 

Re: Internet Keeps Cutting Out

You're not the only one and I have extreme speed, this has been happening all last week until Sat. & Sun it was all fine but now it's doing it again.   ROGERS YOU BETTER DO SOMETHING THIS IS RIDICOLOUS!  

Re: Internet Keeps Cutting Out

Vinnyfast
I've Been Around

YES!!! Extreme speed I'm paying for as turned into EXTREME SLOW speeds and EXTREME headaches having to deal with it!! This is NOT what I signed up for!! Rogers, get your act together quick or dropped connections will turn into dropped customers!! Going to check other avenues (Teksavy maybe) right after I finish with this post!

Re: Internet Keeps Cutting Out


@Vinnyfast wrote:

YES!!! Extreme speed I'm paying for as turned into EXTREME SLOW speeds and EXTREME headaches having to deal with it!! This is NOT what I signed up for!! Rogers, get your act together quick or dropped connections will turn into dropped customers!! Going to check other avenues (Teksavy maybe) right after I finish with this post!


Do remember, IF the problem is infrastructure based, etc.. switching to another provider which uses the same technology, you may run into the same problem.. as they rent lines from rogers.

Re: Internet Keeps Cutting Out

Donta
I Plan to Stick Around

I've been having this same issue in Kitchener Ontario. I was on the SMC router with the issue so I got an upgrade to the Hiteron. I've called rogers and while on the phone the internet was connected and working fine. They couldn't find anything wrong with it. They sent out a technician and he did nothing as it was working fine while he was here. 15 minutes after he left it dropped again. I've asked if they have anything that could monitor my connection to log when it dropps and why, but they have nothing. I tried calling again a couple of days ago but due to the DNS server issues they were having at the time, the technician couldnt log into my router. Perhaps now I can get them to look into it again.

 

I live in an apartment building but i don't believe it should be too congested. It's not like a high populated area like toronto.

Re: Internet Keeps Cutting Out

Koija
I've Been Around
Is there anything that can be used a stopgap when the area is oversold? Or do we just have to live with it until people change ISP's?

Re: Internet Keeps Cutting Out

Donta
I Plan to Stick Around

I just called support and they're sending out another tech. Hopefully one that can do something other than say, "I don't know what else to do. I have a bag of cables and connectors, but your connection is fine right now."

Re: Internet Keeps Cutting Out

durane
I've Been Here Awhile

I also had this issue with the SMCD3GN.  In my case it was because of the signal degradation from a coax splitter and a coax extension cable. 

Basically the cabling had a splitter to divide the signal (Internet modem / TV) and the SMCD3GN was in a room that required an extension coax.    

After I removed the splitter and relocated the modem (to avoid using the extension) the modem stopped flapping.

You can test this by conecting your modem directly into the cable that enters your house (e.g. without splitters or extensions) and see if it helps

Ed

 

Re: Internet Keeps Cutting Out

Gdkitty
Resident Expert
Resident Expert

Koija wrote: Is there anything that can be used a stopgap when the area is oversold? Or do we just have to live with it until people change ISP's?

As a stopgap.. no.. one would have to wait till enough people leave and free up space.. or the infrastructure is updated 😞

 


@Donta wrote:

I've been having this same issue in Kitchener Ontario. I was on the SMC router with the issue so I got an upgrade to the Hiteron. I've called rogers and while on the phone the internet was connected and working fine. They couldn't find anything wrong with it. They sent out a technician and he did nothing as it was working fine while he was here. 15 minutes after he left it dropped again. I've asked if they have anything that could monitor my connection to log when it dropps and why, but they have nothing. I tried calling again a couple of days ago but due to the DNS server issues they were having at the time, the technician couldnt log into my router. Perhaps now I can get them to look into it again.

 

I live in an apartment building but i don't believe it should be too congested. It's not like a high populated area like toronto.


Appartments can be natorious for problems.. of not having enough signal/bottlenecking going into them 😞

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