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

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datguykirt
I'm Here A Lot
Posts: 6

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

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.

RogersPrasana
Retired Moderator
Retired Moderator
Posts: 624

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

ckeays
I've Been Here Awhile
Posts: 4

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

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.
RogersTony
Moderator
Moderator
Posts: 1,289

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

Kruel
I've Been Here Awhile
Posts: 2

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

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;
Datalink
Resident Expert
Resident Expert
Posts: 7,372

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

@Kruel it sounds like you have a cable and/or connector problem on the go.  If the internet service quits, don't reset the modem.  Call tech support and ask the customer service rep to run a signal check on the modem.  If the service is out, that check should fail automatically. If there is any delay in getting to the tech, the modem might already reboot on its own in order to reestablish comms with the CMTS.  You will have to see how that works out at the time.  Hopefully the internet service will be out, which makes it much easier to diagnose.  Ask the tech to check your modem and your neighbors to see if this is an individual fault (yours) or if its a wider issue.  If the tech starts to go thru the script again, simply decline and ask (press) him or her to run the signal check.  Explain that you're already on the second or third modem and numerous restarts at the request of previous techs and that the problem still persists.  Time for a signal check and a tech visit to sort out the problem. 

 

Fwiw the signal levels are found in the STATUS....DOCSIS WAN tab.  If you can copy the lower signal level table and post it, in its entirety, that would be helpful.   You can simply copy and paste the text info into a post, which will result in the text contents being posted into the post.

 

 

A dying cable or connector will result in that table looking quite normal.  The interrupt is usually too fast to catch it  with that table.  Unfortunately that dying cable or connector is a pain to diagnose.  It would be much easier if it just died once and for all.  If the signal check passes, then you have an intermittent fault caused by some component in the cable system that isn't dead yet.  The only way to resolve this is with a tech visit, despite what the signal check says (it passes).   So, you will have to impress on the CSR that you're beyond the modem restart and swap stage, and that you need a tech visit to inspect the cable and connectors.  Swapping out the old connectors and possibly the external cable is a start.  That doesn't guarantee success if the fault is at the local tap or somewhere enroute to the CMTS, but, its a start and at the point, if the external cable is swapped, you would know that the fault is at or beyond the local tap (green pedestal if applicable for underground cabling, utility pole for overhead cabling).  

 

If you have any other services such as cable TV and/or Homan Phone, and you are seeing issues with those as well, let the CSR know.  Complain about the TV issues as that will probably be resolved faster than the internet or phone issues.

 

I'm on the road at the present time, so, probably won't be able to check on this to see if you're gaining any traction with tech support.  I'll check back on this if I can over the next few days, but don't be surprised if you don't see any further comments until later next week.



SImpleton_99
I've Been Here Awhile
Posts: 2

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

Can Roges confirm that they are rolling out new Modems called Arris to combat this horrible wifi problems.

BS
I'm a Senior Advisor
Posts: 2,154

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

And yet, the most recent advertising you will see when logging in tells us about how wonderful their Internet and modem is, yet here on the forum, we continue to hear of all the issues - the marketing doesn't match the experience - For well over a year, or more, there was a dedicated effort to beta test the modems, connected directly with RogersDave and engineer who is now with Hitron after leaving.  We do have another person, but most issues left on Dave's departure have not been dealt with and people keep coming here to speak to their poor performance.

 

I haven't talked a lot about my own issues, I work with them on my own knowledge and use repeaters to extend my range, but we live with constant drop outs, but since we are very low end users of Internet - browsing, email, social media, and the sort, so we can live with it.

Keep speaking up and asking for solutions, I am hoping that Rogers engineers are following these threads, even if they don't really have a committed quickly available staff to report to us and work with us.

 

My family is prepared to make the jump off this mess, just thinking about solutions to meet our current needs.  If I were a higher end user, I would have been gone long ago.

 

Bruce

netwrks
I Plan to Stick Around
Posts: 41

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

I watched the CODA firmware update fiasco for over a year, and reluctantly pulled the trigger about three months ago, as I got a deal on 500U Internet. I picked the modem up at Rogers brought it home, configured it to bridge mode, hooked my router and AP's (ubiquiti router and Unifi AP's) and off I went. The only issue I had was Rogers flooding my logs with IPV4 Martians, but a few email exchanges seems to have made that go away, oh, and the fiber cut issue Rogers had about 3 weeks or so, ago. Other than that, things are flying! (knock on wood!)

 

Side note: For those of you who using extenders, and wifi voodoo to keep your wifi running, bite the bullet, run some ethernet and install dedicated AP's or, for those who don't want to fuss with their wifi, install a mesh system that actually works. Check out AmpliFi. Moving away from the home consumer night mare all in one's is long overdue.

Kruel
I've Been Here Awhile
Posts: 2

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

@Datalink, I'd say that I've followed most of your suggestions. My main point is that the very first time that I called the tech support, an signal issue has been identified in the area, a ticket was opened and days later, after I called again, due to same reasons, I had to hear that nothing has been found.

 

My last call, there were 2 disconnects while I was talking to the customer service rep and he was insisting to reboot the modem while I was asking him to check the signals. I hate to say but talking to the tech support is useless.

 

Regarding the signals levels, this is what I found during one of the interruptions:

 

DOCSIS WAN
This menu displays both upstream and downstream signal parameters

DOCSIS Overview
Network Access Process...
IP Address 0.0.0.0
Subnet Mask
Gateway IP Address
DHCP Lease Time 😧 -- H: -- M: -- S: --
Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 615000000 256QAM 3.300 11 35.595
5 579000000 256QAM 3.100 0 4.243
6 585000000 256QAM 3.100 0 4.243
7 591000000 256QAM 3.300 0 4.243
8 597000000 256QAM 3.300 0 4.243
9 603000000 256QAM 2.700 0 4.243
10 609000000 256QAM 3.300 0 4.243
OFDM Downstream Overview
Receiver FFT type Subcarr 0 Frequency(MHz) PLC locked NCP locked MDC1 locked PLC power(dBmv)
0 NA NA NO NO NO NA
1 NA NA NO NO NO NA
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 30596000 ATDMA - 64QAM 27.500 4 6400000
OFDM/OFDMA Overview
Channel Index State lin Digital Att Digital Att BW (sc's*fft) Report Power Report Power1_6 FFT Size
0 DISABLED 0.5000 0.0000 0.0000 -inf -1.0000 4K
1 DISABLED 0.5000 0.0000 0.0000 -inf -1.0000 4K

 

After coming back, this is the result:

 

DOCSIS WAN
This menu displays both upstream and downstream signal parameters

DOCSIS Overview
Network Access Permitted
IP Address 7.40.226.173
Subnet Mask 255.255.252.0
Gateway IP Address 7.40.224.1
DHCP Lease Time 😧 06 H: 02 M: 37 S: 45
Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 597000000 256QAM 3.600 8 36.610
2 849000000 256QAM 4.000 2 25.761
3 855000000 256QAM 4.000 3 26.013
4 861000000 256QAM 3.700 4 25.577
11 615000000 256QAM 3.600 11 26.564
12 621000000 256QAM 3.800 12 26.749
13 633000000 256QAM 3.900 13 27.093
14 639000000 256QAM 4.300 14 27.249
15 645000000 256QAM 4.400 15 27.411
16 651000000 256QAM 4.500 16 27.550
17 657000000 256QAM 4.500 17 27.695
18 663000000 256QAM 4.700 18 27.844
19 669000000 256QAM 4.700 19 27.998
20 675000000 256QAM 5.100 20 28.224
21 681000000 256QAM 5.100 21 28.359
22 687000000 256QAM 5.000 22 27.275
23 693000000 256QAM 4.900 23 27.814
24 699000000 256QAM 5.000 24 34.626
25 705000000 256QAM 5.000 25 34.626
26 711000000 256QAM 5.100 26 34.926
27 717000000 256QAM 5.100 27 35.084
28 723000000 256QAM 5.100 28 35.247
29 825000000 256QAM 4.400 29 35.780
30 831000000 256QAM 4.300 30 35.780
31 837000000 256QAM 4.400 31 35.780
32 843000000 256QAM 4.100 32 35.780
OFDM Downstream Overview
Receiver FFT type Subcarr 0 Frequency(MHz) PLC locked NCP locked MDC1 locked PLC power(dBmv)
0 NA NA NO NO NO NA
1 NA NA YES NO NO NA
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 23700000 ATDMA - 64QAM 33.000 2 6400000
OFDM/OFDMA Overview
Channel Index State lin Digital Att Digital Att BW (sc's*fft) Report Power Report Power1_6 FFT Size
0 DISABLED 0.5000 0.0000 0.0000 -inf -1.0000 4K
1 DISABLED 0.5000 0.0000 0.0000 -inf -1.0000 4K

 

 

I do have TV but I rarely use it. I cannot tell if it's working as it should.

 

Thanks for help.