Ignite service disconnecting every few minutes!!

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Gurbajnandha
I've Been Around
Posts: 1

Re: Ignite service disconnecting every few minutes!!

disconnet after some time and range problem

RogersTony
Moderator
Moderator
Posts: 1,180

Re: Ignite service disconnecting every few minutes!!

Hello, @Pattypie & @Gurbajnandha

 

Welcome to the Rogers Community Forums to you both! We hope that you will stay for a while. 🙂

 

I can imagine how frustrating it is to deal with an intermittent connection that affects all of your devices. Can you provide us with a bit more information on what is happening?

 

  • When the connection drops, does the LED light on the modem change colour or does it remain solid white?
  • Is the connection dropping on all devices both Ethernet connection and WiFi or is it only affecting WiFi devices?
  • Are you using the WiFi Pods as part of your home WiFi network or is it just the modem?

 

We look forward to your responses.

 

RogersTony

 

Paul911
I've Been Around
Posts: 1

Re: Ignite service disconnecting every few minutes!!

Ignite TV flashes several time a minute:

Just got boxes yesterday and happens on both TV's. Screen goes black for split second. No other issues but the constant flashing is very annoying. Tried reset on boxes new cables nothing working. Wifi signal is strong.

-G-
Resident Expert
Resident Expert
Posts: 1,879

Re: Ignite service disconnecting every few minutes!!


@Paul911 wrote:

Ignite TV flashes several time a minute:

Just got boxes yesterday and happens on both TV's. Screen goes black for split second. No other issues but the constant flashing is very annoying. Tried reset on boxes new cables nothing working. Wifi signal is strong.


Do you have Ignite Pods installed?  If so, where you placed your Pods could be what is causing you problems.  Pods need to be placed in a location where they have good connectivity to the Ignite gateway AND to the devices that connect to them.  If you place a Pod in a location with poor WiFi connectivity back to the Ignite gateway, the devices in the vicinity of that Pod will have a good connection to the Pod but will still have horrible, slow connectivity because the Pod that they are connecting through has lousy connectivity back to the gateway.



dixiecarr
I've Been Here Awhile
Posts: 4

Re: Ignite service disconnecting every few minutes!!

pinging gives this.

 

Pinging 8.8.8.8 with 32 bytes of data:
Reply from 8.8.8.8: bytes=32 time=37ms TTL=115
Reply from 8.8.8.8: bytes=32 time=25ms TTL=115
Reply from 8.8.8.8: bytes=32 time=31ms TTL=115
Reply from 8.8.8.8: bytes=32 time=26ms TTL=115
Reply from 8.8.8.8: bytes=32 time=24ms TTL=115
Reply from 8.8.8.8: bytes=32 time=25ms TTL=115
Reply from 8.8.8.8: bytes=32 time=25ms TTL=115
Request timed out.
Reply from 8.8.8.8: bytes=32 time=45ms TTL=115
Reply from 8.8.8.8: bytes=32 time=49ms TTL=115
Reply from 8.8.8.8: bytes=32 time=29ms TTL=115
Reply from 8.8.8.8: bytes=32 time=26ms TTL=115
Reply from 8.8.8.8: bytes=32 time=27ms TTL=115
Reply from 8.8.8.8: bytes=32 time=28ms TTL=115
Reply from 8.8.8.8: bytes=32 time=25ms TTL=115
Reply from 8.8.8.8: bytes=32 time=24ms TTL=115
Request timed out.
Reply from 8.8.8.8: bytes=32 time=27ms TTL=115
Reply from 8.8.8.8: bytes=32 time=27ms TTL=115
Reply from 8.8.8.8: bytes=32 time=41ms TTL=115
Reply from 8.8.8.8: bytes=32 time=26ms TTL=115
Reply from 8.8.8.8: bytes=32 time=34ms TTL=115
Reply from 8.8.8.8: bytes=32 time=25ms TTL=115
Request timed out.
Reply from 8.8.8.8: bytes=32 time=43ms TTL=115
Request timed out.
Request timed out.
Reply from 8.8.8.8: bytes=32 time=25ms TTL=115
Reply from 8.8.8.8: bytes=32 time=25ms TTL=115
Reply from 8.8.8.8: bytes=32 time=45ms TTL=115
Reply from 8.8.8.8: bytes=32 time=26ms TTL=115
Reply from 8.8.8.8: bytes=32 time=28ms TTL=115
Reply from 8.8.8.8: bytes=32 time=45ms TTL=115
Reply from 8.8.8.8: bytes=32 time=44ms TTL=115
Request timed out.
Request timed out.
Reply from 8.8.8.8: bytes=32 time=26ms TTL=115
Reply from 8.8.8.8: bytes=32 time=47ms TTL=115
Reply from 8.8.8.8: bytes=32 time=25ms TTL=115
Reply from 8.8.8.8: bytes=32 time=45ms TTL=115
Reply from 8.8.8.8: bytes=32 time=49ms TTL=115
Reply from 8.8.8.8: bytes=32 time=24ms TTL=115
Reply from 8.8.8.8: bytes=32 time=50ms TTL=115
Reply from 8.8.8.8: bytes=32 time=45ms TTL=115
Reply from 8.8.8.8: bytes=32 time=48ms TTL=115
Reply from 8.8.8.8: bytes=32 time=47ms TTL=115
Request timed out.
Reply from 8.8.8.8: bytes=32 time=28ms TTL=115
Request timed out.
Reply from 8.8.8.8: bytes=32 time=45ms TTL=115
Reply from 8.8.8.8: bytes=32 time=46ms TTL=115
Reply from 8.8.8.8: bytes=32 time=24ms TTL=115
Reply from 8.8.8.8: bytes=32 time=46ms TTL=115
Reply from 8.8.8.8: bytes=32 time=45ms TTL=115
Reply from 8.8.8.8: bytes=32 time=42ms TTL=115
Reply from 8.8.8.8: bytes=32 time=25ms TTL=115
Reply from 8.8.8.8: bytes=32 time=45ms TTL=115
Reply from 8.8.8.8: bytes=32 time=44ms TTL=115
Reply from 8.8.8.8: bytes=32 time=25ms TTL=115

 

-G-
Resident Expert
Resident Expert
Posts: 1,879

Re: Ignite service disconnecting every few minutes!!

@dixiecarr  If you log into your Ignite gateway with a web browser (go to http://10.0.0.1 ) , navigate to "Gateway > Connection > Rogers Network", scroll to the bottom and check the "CM Error Codewords" stats, do you see a lot of Uncorrectable Codewords errors?

 

If you do, then you are getting packet loss due to network errors.  If your error stats are clean across all channels, then the timeouts are due to some other problem.

 

Also, if you go to "Troubleshooting > Logs" and view the Events Logs for the past week, do you see a lot of errors?

 

Your ping RTTs are also rather high.  Mine look like this:

Reply from 8.8.8.8: bytes=32 time=12ms TTL=116
Reply from 8.8.8.8: bytes=32 time=12ms TTL=116
Reply from 8.8.8.8: bytes=32 time=11ms TTL=116
Reply from 8.8.8.8: bytes=32 time=9ms TTL=116
Reply from 8.8.8.8: bytes=32 time=9ms TTL=116

 

Ping statistics for 8.8.8.8:
Packets: Sent = 100, Received = 100, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 9ms, Maximum = 23ms, Average = 11ms

 

Your lowest RTT is higher than my max.

 

 

Do you also see similar results using the tools in "Troubleshooting > Network Diagnostic Tools"?  Ping will only test reachability but a Traceroute to 8.8.8.8 will display RTTs to each individual hop.