Ignite service disconnecting every few minutes!!

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Datalink
Resident Expert
Resident Expert
Posts: 7,367

Re: Ignite service disconnecting every few minutes!!

I wouldn't suspect the UPS to be the source of the problem.  In your previous post you indicated:

 

"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,........"

 

That statement indicates to me that you have a cable or connector issue, or both, and the result of that is that the modem was running at or very near it maximum upstream output power level.  Removing a splitter would alleviate this problem to a degree as the upstream power levels would drop by 3.5 or 7 dBmV, but, it won't resolve the issue of an degraded external cable which continues to degrade with or without that splitter in place.   That continued degradation would force the upstream levels back up to the max power levels which are 51 dBmV according to the DOCSIS spec, 52 dBmV according to Rogers call-out procedures.  

 

If you've already had a couple of tech visits, you should be asking for a Senior Tech (real Rogers tech).  I second the recommendation to work the the moderators to check your signal levels and arrange for a Senior Tech.  

 

You can copy the signal levels from the modem and paste them into a post.  Log into the modem and navigate to the signal level tab.  Park your cursor just prior to the first character in the first table and holding the shift key down, drag your mouse down and to the right to select the entire table.  Then, with that table area selected, right click .... Copy.  Then in a new post, right click .... Paste.  That should paste in the entire horizontal table.  Horizontal table (ugh).... what a pain.  Must be Arris's or Comcast's idea of how to present signal data.  Lets show this so that you can't see the whole table unless you have multiple monitors .... grrrrr.  With the cursor parked prior to the first character in the table, you can also hold the shift key down and use the arrow keys to select the lower data rows and data columns to the right, all the way to the last character on the bottom right hand corner of the table. 

 

Ok, so if you could post the signal table, the error table that shows the corrected and uncorrected code words, etc, and the upstream table, that would be a start.  Andy, Tony or Moin would have to check the OFDM and OFDMA channels to see if the sub-channel signal levels were ok.  First lline techs can't see that sub-channel breakdown for the downstream OFDM or upstream OFDMA channels.

 

 



stepy2015
I Plan to Stick Around
Posts: 133

Re: Ignite service disconnecting every few minutes!!

IndexLock StatusFrequencySNRPower LevelModulation

Downstream
Channel Bonding Value
13
1
2
3
4
5
6
7
8
9
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15
16
17
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19
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21
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33
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
633 MHz
279 MHz
849 MHz
855 MHz
861 MHz
579 MHz
585 MHz
591 MHz
597 MHz
603 MHz
609 MHz
615 MHz
621 MHz
639 MHz
645 MHz
651 MHz
657 MHz
663 MHz
669 MHz
675 MHz
681 MHz
687 MHz
693 MHz
699 MHz
705 MHz
711 MHz
717 MHz
723 MHz
825 MHz
831 MHz
837 MHz
843 MHz
350000000
40.1 dB
40.8 dB
40.9 dB
41.2 dB
41.1 dB
40.5 dB
40.6 dB
40.5 dB
40.4 dB
40.5 dB
40.4 dB
40.3 dB
40.5 dB
40.2 dB
40.1 dB
40.2 dB
40.2 dB
40.3 dB
40.4 dB
40.2 dB
40.5 dB
40.7 dB
40.8 dB
40.8 dB
40.8 dB
40.8 dB
41.0 dB
41.0 dB
40.9 dB
40.8 dB
40.9 dB
40.8 dB
NA
-4.8 dBmV
-4.6 dBmV
-3.4 dBmV
-3.1 dBmV
-3.2 dBmV
-5.1 dBmV
-5.0 dBmV
-4.9 dBmV
-4.9 dBmV
-4.8 dBmV
-4.8 dBmV
-4.7 dBmV
-4.7 dBmV
-4.8 dBmV
-4.7 dBmV
-4.8 dBmV
-4.7 dBmV
-4.7 dBmV
-4.7 dBmV
-4.6 dBmV
-4.6 dBmV
-4.6 dBmV
-4.5 dBmV
-4.4 dBmV
-4.3 dBmV
-4.2 dBmV
-4.0 dBmV
-3.9 dBmV
-3.4 dBmV
-3.4 dBmV
-3.4 dBmV
-3.4 dBmV
NA
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM

IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type

Upstream
Channel Bonding Value
1
2
3
4
Locked
Locked
Locked
Locked
21 MHz
25 MHz
32 MHz
38 MHz
2560
5120
5120
5120
42.0 dBmV
43.0 dBmV
43.3 dBmV
43.0 dBmV
QAM
QAM
QAM
QAM
TDMA_AND_ATDMA
ATDMA
ATDMA
ATDMA

IndexUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords

CM Error Codewords
1
2
3
4
5
6
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9
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13
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16
17
18
19
20
21
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33
1177500598
93752974
93750902
93757409
93766587
93785592
93792613
93799814
93807303
93814561
93823119
93832420
93838582
93846390
93852970
93860559
93868022
93875766
93882504
93890318
93897458
93904529
93910355
93919110
93925788
76518552
93939238
93946742
93953603
93960581
93963593
93966712
1177500598
957239347
14
3795
3965
3881
0
0
0
0
0
0
5
6
116
174
288
237
354
470
479
504
652
753
785
1040
822
1262
1328
3336
3449
3443
3826
957239347
0
0
6392
6690
6745
0
0
0
0
0
0
0
0
49
25
27
142
220
228
408
577
768
1164
1764
2450
1990
3544
3708
3509
4216
5022
5593
0
stepy2015
I Plan to Stick Around
Posts: 133

Re: Ignite service disconnecting every few minutes!!

As of June 25 at 10:45 pm we have had short disconnects lasting anywhere from a few seconds to a minute impacting the entire neighbourhood. We do not loose connection to the Gateway or CMTS as I believe you call it (the second hop,173.xxx.xxx.1) but we do loose connection to the internet and all of our ignite services drop. I do have logs of every time this has happened and finally got the CSR to include them in the notes of our ticket. However they have done nothing to resolve the issue as all they have done is setup a monitor, which has not picked up anything as I believe it is only monitoring our connection to the second hop (Gateway/CMTS). Our entire neighbourhood is affected and yet they have found nothing and are not providing any of us with any further updates till they "find something" which I don't think is going to happen at this point given its been 9 days since I first contacted them and last I checked the internet has cut out over 286 times since June 25

EsmaErkam
I've Been Around
Posts: 1

Re: Ignite service disconnecting every few minutes!!

I am having the same problem.  Ignite wifi and cable disconnect randomly at random intervals. Furthermore, I have noticed that with one touch on the modem's CODA cable, the whole system crashes, leading me to believe it's due to cable degradation... Help?

 

IndexLock StatusFrequencySNRPower LevelModulation

Downstream
Channel Bonding Value
10
1
2
3
4
5
6
7
8
9
11
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13
14
15
16
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33
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Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
609 MHz
279 MHz
849 MHz
855 MHz
861 MHz
579 MHz
585 MHz
591 MHz
597 MHz
603 MHz
615 MHz
621 MHz
633 MHz
639 MHz
645 MHz
651 MHz
657 MHz
663 MHz
669 MHz
675 MHz
681 MHz
687 MHz
693 MHz
699 MHz
705 MHz
711 MHz
717 MHz
723 MHz
825 MHz
831 MHz
837 MHz
843 MHz
350000000
37.9 dB
38.9 dB
33.1 dB
32.9 dB
33.1 dB
38.8 dB
38.9 dB
38.5 dB
38.2 dB
38.1 dB
37.5 dB
36.9 dB
37.0 dB
37.0 dB
37.1 dB
36.7 dB
36.4 dB
36.3 dB
36.1 dB
35.7 dB
36.2 dB
36.0 dB
35.8 dB
36.2 dB
36.5 dB
36.4 dB
36.7 dB
35.9 dB
35.2 dB
34.7 dB
33.7 dB
33.0 dB
NA
-12.8 dBmV
-8.8 dBmV
-17.5 dBmV
-17.8 dBmV
-17.7 dBmV
-10.9 dBmV
-10.8 dBmV
-11.8 dBmV
-12.2 dBmV
-12.5 dBmV
-13.2 dBmV
-14.2 dBmV
-14.0 dBmV
-13.8 dBmV
-13.7 dBmV
-14.1 dBmV
-14.5 dBmV
-14.7 dBmV
-14.8 dBmV
-14.8 dBmV
-14.8 dBmV
-15.0 dBmV
-15.2 dBmV
-14.8 dBmV
-14.3 dBmV
-14.3 dBmV
-13.9 dBmV
-13.9 dBmV
-15.0 dBmV
-15.7 dBmV
-16.9 dBmV
-17.7 dBmV
NA
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM

 

IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type

Upstream
Channel Bonding Value
1
2
3
4
Locked
Locked
Locked
Locked
21 MHz
25 MHz
32 MHz
38 MHz
2560
5120
5120
5120
56.0 dBmV
59.0 dBmV
59.0 dBmV
59.0 dBmV
QAM
QAM
QAM
QAM
TDMA_AND_ATDMA
ATDMA
ATDMA
ATDMA
Datalink
Resident Expert
Resident Expert
Posts: 7,367

Re: Ignite service disconnecting every few minutes!!

@EsmaErkam you have a severe cable problem which is driving your downstream levels down below Rogers acceptable point at -10 dBmV and your upstream levels are running at 59 dBmV, where Rogers max point is 52 dBmV.  Official DOCSIS specs call for a maximum of 51 dBmV for three or four channel upstream ops. 

 

Call tech support and ask the tech support agent to run a signal check on the modem.  It will fail automatically, followed by a conversation to dispatch a field tech to your home.  

 

@EsmaErkam one thing that you could do is ensure that the cable is connected properly to the modem's coaxial connector, that is to say, that the cable connector is threaded properly onto the modem's coaxial connector, and that its turned down onto the coaxial connector until it won't turn anymore.  Usually hand tight is sufficient to tighten the cable connector.  If the cable connector is threaded properly onto the modem's coaxial connector, you should see the connector descend down on to the modem's coaxial connector as you turn it.  If you cross thread the cable connector, that is, the threads don't line up properly with the modem's coaxial connector, the cable connector will only turn down onto the coaxial connector part of a turn, instead of turning thru several turns.  That won't be enough for the cable's center conductor to engage the coaxial connector internal grip mechanism.  The result would be as you describe it, you just touch the cable and the modem drops its connection to Rogers system.  

 

Can you have a look at the cable connector and ensure that its threaded properly and turned down onto the modem's coaxial connector.  

 

If the cable connector is connected properly to the modem's coaxial connector, then, baring any other upstream cable issues, the downstream levels should be around 0 dBmV and the upstream signal levels should be in the 36 to 40 dBmV range. 



hclark5227
I've Been Around
Posts: 1

Re: Ignite service disconnecting every few minutes!!

mine now does that my modem was upgraded by rogers and now with ignite tv constantly shuts off. im getting fed up ready to have rogers ignite tv removed. not worth the money
yyhe
I've Been Around
Posts: 1

Re: Ignite service disconnecting every few minutes!!

 Ignite modem keep resetting itself, at least 2-3 times during work hours!!!!

 

RogersTony
Moderator
Moderator
Posts: 1,277

Re: Ignite service disconnecting every few minutes!!

Hello, @yyhe

 

Welcome to the Rogers Community Forums!

 

I know how important it is to have a stable internet connection especially if you are working from home. 😞

 

We need a bit more information to assist you better. Please provide us with the answers to the questions below along with any other details you can provide.

 

  • Can you confirm if the light on the top of the modem changes from solid white when the connection drops?
  • Can you describe how the modem is connected to power? Is it connected directly to the power socket in the wall?
  • Do the connectivity issues affect both Ethernet and Wi-Fi connected devices?

 

We look forward to hearing from you.

 

RogersTony