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Internet disconnects every hour

Kaie
I've Been Here Awhile

Hi,

 

In the last week the internet has been disconnecting every hour for a few minutes.  My husband and I play World of Warcraft and its very frustrating to be disconnected every 60 mins for up to a few minutes.  We started to keep track of when we disconnect and its exactly every 60 minutes.  At first we thought it might be the new expansion but we are starting to think that this is a Rogers issue, since the game disconnects along with the internet.  We are at our wits end and are very frustrated with the service.  We have been with Rogers for quite a few years and every call we make we are told that everything is fine and that it must be on our end.  We have very good gaming computers, so we know its not the computers since both will disconnect at the same time.  We are seriously considering switching ISP since we have read that Rogers throttles WoW as well.

 

We have the SMCD3GN modem/router.

 

Is anyone else having this issue?  Any solutions??

 

 

***edited labels***

131 REPLIES 131

Re: Internet disconnects every hour

Donta
I Plan to Stick Around

If you are under contract and switching because of degraded service, would you still need to pay an early cancellation fee or something?

Re: Internet disconnects every hour

Gdkitty
Resident Expert
Resident Expert

You would have to check the contract.. and possibly take it to a lawyer to see what the options are.. if it is something that could exclude you from it, etc.

 

Alot is how the contract/plan is set up..  regular houshold plans, your speeds are UP TO, and outages, etc, they will try to get you back up as soon as possible, there is no guarantee.

Compared to the BUSINESS grade, where there are SLAs, guarantees, etc.. but you pay 3x as much 😞



Re: Internet disconnects every hour

joeyo
I Plan to Stick Around

I had already spoken to the cancellation department a week or so ago. Under these circumstances they could not prevent me from cancelling. I don't believe my internet is under contract though, just my cable tv is. Either way I already checked to ensure I could cancel should this issue not be resolved.

 

I'm typing this btw, literally 15mins after the 4th tech has just left my house, and he has absolutely assured me the issue is not at my home, inside or out. He will be submitting a full report to the maintenance department, he insists they need to come out here and fix this issue, it's city wide.

Re: Internet disconnects every hour

hermes_x
I've Been Around

Hi.

 

Do you mean using the Rogers DNS is faster or using the Google DNS is?

 

Thanks.

Re: Internet disconnects every hour

EcclesBarrie
I've Been Here Awhile

I'm so glad I found this post. I thought I was going crazy!

I'm playing Guild Wars 2 and getting disconnected every 60 minutes. It's maddening. I've been corresponding with GW2 tech support and they told me to run PingPlotter. We finally "caught" one of the disconnects and he said it was my ISP that was causing the issue. 

I've tried disabling all sorts of things, including 3 different firewalls (Avast, Windows & modem). I've also run my game with GameBooster but that didn't help either.

 

So... is the only answer to swtich providers? I can't really do that as I share internet in a house with other people. 

Any suggestions?

Re: Internet disconnects every hour

Eccless: it all depends on your setup.

What modem/gateway are you using?
Some people have found luck, if you are using the gateway, to switch it to bridged mode, and use your own 3rd party router, and it seems to stop the disconects.. but not always.

 

In some areas, it does seem like its a rogers backend/network issue.



Re: Internet disconnects every hour

tupalev
I've Been Here Awhile

I too am glad I found this post, as I was beginning to think I was crazy...

 

SMCD3GN, Kitchener/Waterloo, hourly disconnects since late September.  I will try bridge mode, but something has obviously happened either locally with Rogers maintenance or all of our equipment decided to start messing with us at the same time.  I own the modem and it is out of waratny coverage.  So frustrating.

 

 

Re: Internet disconnects every hour

I have heard of Ottawa area, and some of KW experiencing this.. at least from reports of people on here.


I know its not rogers wide.. as i have my in NON bridged mode, and do not have the problem.. but i dont live near any areas that seem to be having the issue.



Re: Internet disconnects every hour

Richardyoung
I've Been Here Awhile

Yep I myself am in the Ottawa area and this has been happening for what will be 5 weeks come Sunday. I also play World of Warcraft with my significant other and my brother at home every night, and getting disconnected from an online only game ever 60 minutes is unacceptable. Had the 2nd set of techs come by, check my signal, they went downstairs and boosted my signal, and I'm still having the same issues. One of the techs even said "maybe it's trying to tell you to take a break". I'm dumbfounded by the terrible customer service I've been receiving and the incompetence of Rogers technical and customer support. They're really backing me into a corner here and it's a tough decision because I've been a loyal Rogers customer for years, I don't want to cut my ties with them but at this point what choice do I have?

Re: Internet disconnects every hour

Gdkitty
Resident Expert
Resident Expert
I don't blame anyone who this is happening to, if they did leave. It is totaly something they need to figure out.

Luckily it's not company wide. That's a small consolation to the ones effected 😞


Re: Internet disconnects every hour

tupalev
I've Been Here Awhile

Just a follow up on my post.  I switched to bridge mode but the same thing still happens - disconnect every hour at the same time (the one positive of bridge mode is that I am getting way better wifi coverage in the house - wish I had made the switch sooner).

 

I really do not know what my options are here in Kitchener/Waterloo but I do know I cannot go on like this with Rogers - my wife and I both work from home partially and we need constant service to be reliable.  Like some others that posted here I also enjoy online gaming in the evenings, and that has been very frustrating recently, obviously.  A couple of years ago when I was with Bell it was horrendously slow in my area, so I am not sure if much has changed there.  And if I did go with a smaller company (TekSavvy keeps getting recommended to me), wouldn't they just use this same Rogers infrastructure anyway?  So frustrated - I have been quite happy with Rogers up to this point.  But I simply do not have the time to keep talking to agents and tech repair folks who keep saying the same thing and cannot address the problem in any meaningful way.

 

 

 

Re: Internet disconnects every hour

Unfortunately, yes, if you went with techsavvy or a similar.. they would use either rogers or bell infrastructure..

SO.. you would end up with the same problems likely 😞



Re: Internet disconnects every hour

EcclesBarrie
I've Been Here Awhile

Does this guy's explanation make sense to anyone?

 

"Here's what I think is happening: DHCP clients attempt to renew the lease about halfway through the life of the lease. A DHCPREQUEST to renew goes to the DHCP server that granted the lease, and if the lease is extended, the lease expiration time is adjusted to reflect this. There is no ipconfig /release, which drops the assigned IP address, involved, so there is no interruption in connectivity. If, after some interval, the DHCP server which granted the lease cannot be contacted, DHCPREQUESTs are sent with no server specified, and if no response is received before the lease period ends, the lease expires. At lease expiration, an ipconfig /release occurs, dropping the assigned IP and interrupting connectivity. A broadcast DHCPDISCOVER request is made for any listening DHCP server, and when a server responds, a new lease is requested (ipconfig /renew does this if no lease is active). When a new lease is granted, connectivity is restored.

I think your problematic machine for some reason can't reach the assigning DHCP server, and so cannot receive a renewal. At lease expiration, connectivity drops, and a broadcast DHCPDISCOVER request is issued. The DHCP server hears this, responds, and a new lease is negotiated. Lather, rinse, repeat.

I predict that the connectivity interruption changed in sync with your changing the lease interval. If it did not, my theory is wrong, and you can stop reading.

If the loss of connectivity event happens at the end of a lease interval, we've got to figure out why the DHCPREQUEST renewal is not getting to the DHCP server. One possibility is something wrong with the routing table on that machine. Use route print when the machine is connected, and ipconfig /all to show the lease details."

Taken from:

http://superuser.com/questions/116288/why-does-my-ethernet-connection-keep-re-connecting-only-with-w...

 

I'm still getting hourly disconnects. I switched adapters to see if it was my problem. I have the SMCD3GN modem. My DHCP lease is 1 week, as shown both in ipconfig and in the router settings that I access online.

 

Re: Internet disconnects every hour

There is one other, on another thread, who did get their lease time changed.. and it appeared to have fixed for them, last i heard.  But i also have heard it DID NOT work for others 😞
So not sure if this IS the fix or not.  But worth a shot?



Re: Internet disconnects every hour

Big_JR
I've Been Here Awhile

I'm in Orangeville as well. Called them to complain about the drops. They told me it was my modem and I might need to bring it in to exchange it. Where do I need to bring it? Brampton! On MY dime! I was ticked...actually, I still am 🙂

 

The last week hasn't had drops but it has had waves of speed and slowdown which is frustrating too.  Personally, though it would never happen, I think they should be offering some discounts for their poor internet service which we pay for and is quite expensive IMHO.  When I lived in MB I had faster internet with no caps for far less money.  

 

If they weren't the only cable internet company in Orangeville I would be switching immediately 🙂

Re: Internet disconnects every hour

torton
I Plan to Stick Around

- In Cambridge, Ontario

- Been a Rogers Extreme Plus or equivalent rogers internet service customer since they started offering internet

- Own the modem (SMCD3GN)

- Modem has been failing every hour on the hour for over a week.  

 

Before that we had a year of decent (but not great) service and then a month of random internet failures that likely started after a recent firmware upgrade the rogers tech confirmed was pushed out to my modem just before the random failures started.  

 

I own the modem yet Rogers has full control over what firmware they run on it and when they push an upgrade (yet I don't).  Strange model...

 

I've called Rogers tech support so many times I've lost count.

 

Just FIRED rogers and going with an unlimited cable internet plan elsewhere with only a monthly commitment and at a lower cost.  Purchased a new modem with the new provider as well.

 

When I cancelled the op asked if I tried speaking to a "Senior Tech".  Seriously...

 

My son now has to keep track of when the internet is going to drop so his xbox live games don't fail, and we have to be careful to not do a long duration VOIP call that crosses when the internet is going to fail (eg. rogers support call).

 

Will be cancelling cell phones too as soon as the contracts expire in the summer 2013.  

 

NO MORE CONTRACTS for me regardless of cost.  It's no longer about the money.

 

Also... When you cancel it takes 30 days before rogers will cut over to the new cable internet provider meaning I have at least 30 more days of this crap.  Hopefully the new modem and provider won't have this issue but if so then they have a month to sort it out before I move on to DSL.

Re: Internet disconnects every hour

torton
I Plan to Stick Around

For anyone still interested in trying to sort out what is going on, you may find this useful.  I've confirmed that every time the hourly outage occurs the WAN uptime timestamp shows that it has restarted. 

 

Interfaces Uptime and Traffic Count
LAN Uptime:  08h:01m:08s  ,Receiving  38441748  bytes  , Sending  50259883bytes
WAN Uptime:  00h:18m:57s  ,Receiving  55393749  bytes  , Sending  37607690bytes

 

To me, this seems like a classic DHCP lease expiry/renewal on the WAN side.  Every time there is an outage in my home I can still connect from any of several computers in the house through my routers and switches to the modem at ip address 192.168.0.1 no problem.

 

Cable Modem System Event Log

Time:01/01/70 00:00:44, Level:critical, Content:No Ranging Response received - T3 time-out; <mac id etc follows here>

 

Notice the epoch timestamp error.  Sometimes the timestamp is correct and sometimes it is not.  This is the same time-out error I was seeing when the random errors were occuring before the hourly outages started.

 

Model Name: SMCD3GN-RRR
Software Version: 3.1.4.45.2
Hardware Version: 1C

WIFI disabled but all RJ45 ports are used on the back.

QOS is disabled.  

uPnP enabled.

 

Signal strength cable side within spec.

 

Maybe you need to ask for a "Senior Tech" to get the issue resolved.  Good luck!

 

Update 1: Last outage reset WAN counter again but no change to system event log message.  I'm guessing the system event log message above is an unrelated issue to the hourly outages/resets.

Re: Internet disconnects every hour

c0ntrast
I've Been Here Awhile

I'm getting the exact same thing. The WAN Uptime resets, and it happens every hour. It was doing it a few weeks ago, then it stopped for like a week, and now it's doing it again since Friday. This is obnoxious, and I'm unable to use my internet properly if I'm going to disconnect every hour. This NEEDS to be fixed.

Re: Internet disconnects every hour

edstrausi
I've Been Here Awhile

I have exactly the same problem. I play WoW aswell and it is really frustrating. I called rogers last week and they told me it all seems fine but i can bring the modem and get it replaced. we did that and well first of all the one we got has scratches over it and it hasnt changed anything. Im at the end of my nerves and if its rogers they better find out what the problem is because we all pay for it, right? but seems here a customer has nothing to say anyways. Sad but i hope they fix it.

Re: Internet disconnects every hour

edstrausi
I've Been Here Awhile

I just called Rogers and the guy said i shouldnt have the poblem anymore now. the settings for the internet connection or modem were all wrong he changed it. So heres to hoping that it did the trick.

Re: Internet disconnects every hour

I live in Ottawa (Kanata-Bridlewood) area. I have been experiencing these problems for last 7 to 8 weeks now. Sometimes Rogers' Motorola modem would disconnect or other times the SMC Router would. Reboot seems to fix it. I've had the Motorola modem and SMC Router for last 10 years with no issues, but for the last 7-8 weeks!