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: 1,226

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: 2,050

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: 2,050

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.



stepy2015
I Plan to Stick Around
Posts: 115

Re: Ignite service disconnecting every few minutes!!

Over the past couple of weeks our modem has been randomly rebooting itself during the day, I see no degraded quality of service before or after the reboot however, the reboots are getting more frequent and very annoying. On top of that Rogers Twitter support has been awful taking 20 mins to answer per message and I am getting frustrated because my case keeps getting passed to different people. They told me to check the power and coax cables which I have told them are both firmly connected and power is on a UPS, I know for a fact power is not at fault and the coax cable coming in from outside is directly connected to the modem, no splitters. I keep asking them for logs but they say they do not log reboots and disconnects, is this true? and they say my signal is "perfect" and have run many "scripts" against my modem and when I asked what they do, they just said "fix issues" they could not give any technical details. Before upgrading to ignite we had tons of issues with upload speed but upon switching to ignite and removing the one splitter we had our issues seemed to go away but with these reboots now I am wiling to bet our 20 year old coax cable is dying, our neighbours had to get theirs replaced but every time I contact Rogers they say ours is fine and refuse to do anything but send a tech out replace the ends of the cable and move on. 

-G-
Resident Expert
Resident Expert
Posts: 2,050

Re: Ignite service disconnecting every few minutes!!

@stepy2015  Have you tried plugging the Ignite modem directly into a wall outlet, not into a UPS/power bar?  When a power bar's surge suppression circuitry starts to degrade, it can leak RF noise which, in turn, can cause issues and all sorts of weird instability in equipment.

 

There are other things that can cause a modem to reboot spontaneously.  (e.g. you lose a Primary channel in a Downstream Bonding Group)  Some issues require a Level-2 (or higher) support tech to investigate.  If you send a Private Message to @CommunityHelps , they may also be able to assist you further as well.



stepy2015
I Plan to Stick Around
Posts: 115

Re: Ignite service disconnecting every few minutes!!

It is a brand new UPS I highly doubt it is failing furthermore my speeds are fine right before and after the reboot. I will try contacting @CommunityHelps but it seems to happen at random but so far only during weekdays, if it were the UPS failing I would think it would be more frequent 

-G-
Resident Expert
Resident Expert
Posts: 2,050

Re: Ignite service disconnecting every few minutes!!


@stepy2015 wrote:

It is a brand new UPS I highly doubt it is failing furthermore my speeds are fine right before and after the reboot. 


The UPS may not necessarily be defective but keep in mind that the internal circuitry of a typical "consumer grade" UPS outputs AC power that only approximates a sine wave, that may or may not be compatible with some electronics.  I wouldn't expect the Ignite gateway to be too finnicky about this but it still would not hurt to plug it directly into a wall plug just to see if stability improves.

 

I will try contacting @CommunityHelps but it seems to happen at random but so far only during weekdays, if it were the UPS failing I would think it would be more frequent 


I agree.  Hopefully the @CommunityHelps  team can get the right resources engaged to investigate this further.