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Sick and tired of Rogers home Internet dropping every half 'n hour

GruntledUser
I've Been Around

Like the subject suggests, I am sick and tired of Roger's home Internet service busting on me every half 'n hour. I didn't have practically any Internet connection since last night. It momemtarily comes up once in a while, only to drop again. I know there's no problem with my home network as it was working even the day before. Is anyone else experiencing this frustration? It happened last week as well! After talking to the Rogers support, I realized they are just a bunch of no-good service reps who either don't have any clue as to what maintanance/outages Rogers is having, or refuse to admit it. Their only response was, "make sure the you plugged in the power cord and your modem is turned on!" Even my 90-something grandma knows more than that!

 

 

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39 REPLIES 39

Re: Sick and tired of Rogers home Internet dropping every half 'n hour

datguykirt
I'm Here A Lot

Well I've had that same proplem for quite some time.  Rogers and I play this game over and over again.   Here's how it goes. I call and complain...They send out a guy...he makes some changes...he leaves...and the problem is still there after he leaves....they pretend they've provided a service.

BUT...
At least you have to admit, Rogers has a sense of humour.  The note at the top of this page says,
"Need Help? That's what we're here for! The goal of the Rogers Community is to help you find answers on everything Rogers. Can't find what you're looking for? Just ask!"

Sure...you can ask.  But when do they actually answer?  I see lots of dissatisfied customers replying here, but NOTHING from any Rogers representative.  So basically, Rogers is saying, 
"We have no idea what is wrong with our equipment or our service.  You guys talk amongst yourselves and see if you can figure it out for us.

Re: Sick and tired of Rogers home Internet dropping every half 'n hour

Hi @datguykirt

 

Thank you for posting on the Community Forums.

 

As the Rogers Community Forum is meant for users to support amongst themselves but we're here to assist any issues that can't be resolved and that users require assistance with.

 

We can definitely assist with your internet connection, send us a private message @CommunityHelps.

 

RogersPrasana

Re: Sick and tired of Rogers home Internet dropping every half 'n hour

ckeays
I've Been Here Awhile
just a follow up (i know its a few years old now) but they did end up fixing the problem (and admitting there was a problem) after about three months of resistance.
they told me the system in our neighborhood needed upgrading and that they were working on it. I don't know why they denied there was a problem for 3 months. Maybe the reason was to keep me on hold forever so I would eventually give up and the problem would go away.
I am waiting for the day when I can leave this disfunctional company for good.

Re: Sick and tired of Rogers home Internet dropping every half 'n hour

Hello @ckeays,

 

We appreciate you taking the time to follow up with us on this matter and report the issue as resolved. I can only imagine how frustrating it must have been having to put up with issues for 3 months. 

 

Depending on the issue it could be difficult to diagnose what is causing the problem. Investigating these type of issues can be time-consuming as well as the maintenance work required to resolve the issue once and for all. With that being said, 3 months is a really long time to be facing issues and we can't thank you enough for your patience.

 

Have an awesome long weekend!

 

RogersTony

Re: Sick and tired of Rogers home Internet dropping every half 'n hour

Kruel
I've Been Here Awhile

Also sick and tired of this.

 

I'm having connectivity issues for a while, always hoping that this eventually goes away but never happens.

 

Calling the tech support is useless and stressful, it's like an infinite loop:

 

  1. Answer a lot of questions
  2. Reboot the router
  3. Answer more questions
  4. Restore the router to Factory Default Settings
  5. Swap the router
  6. Install the new router
  7. Connection keeps dropping
  8. Call Rogers again and start answering a lot of questions
  9. Reboot the router
  10. Answer more questions
  11. Restore the router to Factory Default Settings
  12. Swap the router
  13. Install the new router
  14. Connection keeps dropping
  15. (...)

This is my last tentative of trying to get this issue fixed. The very first time that I called the tech support, a signal issue has been identified in my area and a ticket was opened, nothing changed though. After that, every single time that I called Rogers I have to go through the steps above. Really tired of all this.

 

I am not so sure about what is happening on these logs, but I am 100% sure that a critical alert is not a good thing:

DOCSIS Logs

The DOCSIS event logs is shown here

No. Time Type Priority Event
1 07/14/2018 02:35:19 82000300 critical Ranging Request Retries exhausted;CM-MAC=CMTS-MAC=00:17:10:98:13:16;CM-QOS=1.1;CM-VER=3.1;
2 07/14/2018 02:35:19 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=;CMTS-MAC=00:17:10:98:13:16;CM-QOS=1.1;CM-VER=3.1;
3 07/14/2018 02:35:27 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:98:13:16;CM-QOS=1.1;CM-VER=3.1;
4 07/14/2018 02:35:27 82000300 critical Ranging Request Retries exhausted;CM-MAC=;CMTS-MAC=00:17:10:98:13:16;CM-QOS=1.1;CM-VER=3.1;
5 07/14/2018 02:35:27 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=;CMTS-MAC=00:17:10:98:13:16;CM-QOS=1.1;CM-VER=3.1;
6 07/14/2018 02:35:28 82000300 critical Ranging Request Retries exhausted;CM-MAC=;CMTS-MAC=00:17:10:98:13:16;CM-QOS=1.1;CM-VER=3.1;
7 07/14/2018 02:35:28 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=;CMTS-MAC=00:17:10:98:13:16;CM-QOS=1.1;CM-VER=3.1;
8 07/14/2018 02:35:58 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:98:13:16;CM-QOS=1.1;CM-VER=3.1;
9 07/14/2018 02:36:08 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=00:17:10:98:13:16;CM-QOS=1.1;CM-VER=3.1;
10 07/14/2018 02:36:18 84000700 warning RCS Partial Service;CM-MAC=;CMTS-MAC=00:17:10:98:13:16;CM-QOS=1.1;CM-VER=3.1;
11 07/13/2018 21:54:37 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:98:13:16;CM-QOS=1.1;CM-VER=3.1;
12 07/13/2018 21:54:37 82000300 critical Ranging Request Retries exhausted;CM-MAC=;CMTS-MAC=00:17:10:98:13:16;CM-QOS=1.1;CM-VER=3.1;
13 07/13/2018 21:54:37 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=;CMTS-MAC=00:17:10:98:13:16;CM-QOS=1.1;CM-VER=3.1;
14 07/13/2018 21:54:38 82000300 critical Ranging Request Retries exhausted;CM-MAC=;CMTS-MAC=00:17:10:98:13:16;CM-QOS=1.1;CM-VER=3.1;
15 07/13/2018 21:54:38 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=;CMTS-MAC=00:17:10:98:13:16;CM-QOS=1.1;CM-VER=3.1;
16 07/13/2018 21:54:38 82000300 critical Ranging Request Retries exhausted;CM-MAC=;CMTS-MAC=00:17:10:98:13:16;CM-QOS=1.1;CM-VER=3.1;
17 07/13/2018 21:54:38 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=;CMTS-MAC=00:17:10:98:13:16;CM-QOS=1.1;CM-VER=3.1;
18 07/13/2018 21:56:11 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:98:13:16;CM-QOS=1.1;CM-VER=3.1;
19 07/13/2018 21:56:45 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=00:17:10:98:13:16;CM-QOS=1.1;CM-VER=3.1;
20 07/13/2018 21:58:30 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:98:13:16;CM-QOS=1.1;CM-VER=3.1;