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Random Disconnects? Bad Modem?

jmok
I've Been Here Awhile

Hi, 

 

I am currently on Rogers High Speed Express w/ Scientific Atlanta Modem for about 5years.

 

My problem is random disconnects. This is frustrating, especially when me and my brother are gaming when my technology-illiterate mother can't seem to load internet pages.

 

I am still able to connect with my wireless router(secured) during the disconnect. 

 

When it does disconnect, I would run to the modem to check lights, and the cable light would be out. This disconnect would be around 5mins, while it would attempt to reconnect again.

 

 

 

The cables on the modem aren't loose or broken and  is secure.

 

So what I'm trying to figure out, is why I would randomly disconnect? Is it possible that the modem has died out? Should I think about getting a new one? Or maybe the problem resides on Roger's end? 

 

Would love to get some aid in this.

 

 

***edited labels***

10 REPLIES 10

Re: Random Disconnects? Bad Modem?

skutflut
I Plan to Stick Around

How long has this been going on?   Is it a few hours,  a day,  a week, or a long term problem?  If its a short term thing,  wait a day and see if it clears up.  If it's been happening for a while,  your first step will be to get hold of Rogers Tech support.   Until they have a chance to do their due diligence,  you probably wouldn't be able to get a modem exchange anyway.

 

Tech support  may know something about a current network problem   They can also test your connection through the internet and do some diagnostics.   See if you can get into the modem log,  which might show exactly what is failing and where.    Rogers might have to do that part, unless you have the IP address for the modem unit.  

 

There has been quite a bit written in these forums about similar problems, but they seem to be mostly affecting the new SMC DOCSIS 3 modem/router combo units.  Since you mentioned that the cable light is going out on the modem,  that sort of rules out your wireless router and "your end" of things and points to the Rogers side or the modem itself.   Odd however, that you say you can still connect over the wirless connection even when the modem is off...   curious..

 

 

 

Re: Random Disconnects? Bad Modem?

jmok
I've Been Here Awhile

It recently started over the past month or so, i can't really say, i've only really noticed it when i'm gaming.

 

I think i should get ahold of tech support

 

when i said that i could still connect over the wireless connection, i meant i still had access to my network, meaning that my router didn't shut off or anything.

 

Thanks for your Reply.

 

 

Re: Random Disconnects? Bad Modem?

skutflut
I Plan to Stick Around
After you talk to Rogers, post back and let us know if you got the problem resolved.

Thanks for clarifying the "Can still connect" point. That more or less proves your router is working find if you LAN still works.

Re: Random Disconnects? Bad Modem?

This has been happening to me too....I seem to just have to unscrew the cable and screw it back in again ( which is a pain). I came here to see if I should ask for a new modem. This has been in the last 2 days so maybe I will see what happens. Thanks

Re: Random Disconnects? Bad Modem?

AnalogX64
I've Been Here Awhile

There is something wrong with the SMC Modems, I'm on my 3rd modem and the problem has not been resolved, mine reboots almost exactly every 2 hours.  I've called rogers 6 times, each time they offer a different solution without any luck.  I've had two tech guys come out on two seperate ocassions and they dont have a clue whats going on.

 

I've been reading some American Forums as well and they talk about a bad firmware issue in those forums.

 

I'm seriously thinking of downgrading back to my Motorola modem.

 

Here is a screen shot of my modem rebooting if you look at those red lines in the time line, its when the modem reboots.

 

http://lh5.ggpht.com/_cgrXiXDlQ2U/TSBKj8jZGmI/AAAAAAAAADo/Ce4Q_TPJMiY/s800/PingPlotter.JPG

Re: Random Disconnects? Bad Modem?

Hooter
I'm a Reliable Contributor

I will not ever move up from express to extreme as long as the SMC combo is my only choice from Rogers. I emailed Rogers to ask about adding a Motorola 6120. The first rep who replied told me no problem, it can be added. I emailed back for some clarification and a second rep told me that I could not add it - that only the SMC from rogers is permitted on their network. Does the right hand at Rogers know what the left hand is doing? It totally boggles my mind that Rogers will sell (or rent) you a product that does not work properly!  What other business gets away with this?

Re: Random Disconnects? Bad Modem?

AnalogX64
I've Been Here Awhile

I've been reading a lot of forums and it is now very clear this a problem witih these modems and rogers.

 

I'm going to call Rogers back and cancel the order that tech put in to replace the cable, outside of my house, since thats not going to help resolve the problem at all.  Waste of time and resources and probably will cause another problem.

 

I will then look at filing  a complaint with the better business bureau or crtc or whoever that I need to file a complaint with.

 

I'm on my 3rd SMC and I'm tired of swaping out modems to see which one works.

Re: Random Disconnects? Bad Modem?

I have been having the same problem since Nov.  We bought our Scientific Atlanta a year ago after renting one for 6 years.  (Hmmm).  Also I notice it happens when the main comp. is on. If using comp. down in basement thru the wireless connection it does not stop all day.  If someone is on main comp and someone on basement comp it will stop 3 - 5 times a day. We unplugg everything wait 30 secs and it all comes back. ???? 

Re: Random Disconnects? Bad Modem?

You can still subscribe to extreme where you would receive 15 down and 1mb up and you don't have to use the SMC docsis 3.0 modem. Only when you go to Extreme plus and Ultimate then you have to get that SMC gateway

Re: Random Disconnects? Bad Modem?

Voksen
I've Been Here Awhile

I'm also getting this issue.  If you browse the forums, there are COUNTLESS threads on this.  Paying for Ultimate, I expected something a little more reliable/available/uptime/quality etc however you wanna describe it.  Speed and downloads are meaningless if your modem craps out ever 10 minutes.

 

It happens all the time when I'm gaming, but also when I'm just web browsing.  It even happened twice in between browsing these forums.  The modem has been exchanged and techs have checked signal, etc...pretty standard nonsense that most ppl on the forums have been through. 

 

The fact that its end-February 2011 and the issue (according to forums) has been identified since at least mid-October 2010, means Rogers is slacking badly.  1.) If its a throttling/p2pblocking issue, they need to workaround it (since its affecting users who do not peer2peer).  2.) There should be a firmware fix by now, or a hardware substitute (since most likely network issues and personal pc/hardware issues have been ruled out).  3.) There should be compensations for the inconveniences of random disconnects (in my case its lost time and money).  4.) They need to include reliability-centered metrics in their advertising as well as user-agreements.  I'm not just paying for speed and GBs.  I'm paying for latency, uptime, and minimal disconnect policy (LCD screens have dead-pixel guarantees, etc etc).

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