@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.
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
Hi @Kah123,
Welcome to the Rogers Community Forums.
I can imagine how inconvenient disruptive service can be. We want to make sure we're able to resolve the connection issues for you. To get started can you please reply to the questions posted in the message right above yours?
Looking forward to hearing from you.
RogersZia
Hello and welcome to the Community @jmelvin,
I understand how important a stable connection is since we all depend on connectivity for pretty much everything these days. We'd be more than happy to help you and investigate this further. I just have a few questions to help pinpoint the issue:
- Do you recall when this issue first began? Were any changes made to your equipment or setup?
- Do you notice issues mostly during a specific time of day or is it random?
- Is the issue happening on all the devices in the house?
- Are you using any third-party router or extenders?
- Is there any visible damage to the Rogers modem, Coax Cable, or Ethernet Cable?
We look forward to hearing from you.
Cheers,
RogersRahul
@Walidd wrote:
I have the same issue I literally can't do anything I have no clue what I'm paying for and I'm honestly thinking of just cancelling my service with Rogers as I seem to have nothing but problems. They keep telling me they don't see any issue and so far they won't send a technician.
When you call into tech support, they probably checked the signal levels to your Ignite modem/gateway and saw that everything was normal. However, there are also plenty of other things that could cause your Internet connectivity to be unstable even when the modem signal levels are normal.
Usually, if Rogers refuses to dispatch a tech, it would only be for one of two reasons: 1) They honestly don't see a problem or 2) there is a known problem that they know cannot be fixed by dispatching a technician.
Rogers will let you know if they see an issue in your area (something that can be fixed quickly with either a hardware swap or simple maintenance) and will dispatch a tech to fix it. However, if there is a known, longstanding issue, that they are unable to resolve quickly, then they probably will NOT acknowledge or admit to it. The only thing that you can do is call into Tech Support again, escalate to a manager, and if that does not help, go to the Contact Us page and click Share a concern.
My Ignite TV and Internet services work flawlessly. There is nothing inherently wrong with the hardware or the services. However, there could be problems in your home, in your neighbourhood, or perhaps your municipality.
@Walidd since you've already had the external cable replaced, at least temporarily, that proves that the problem is either internal (modem to external demarcation point) or, at or beyond the local tap, which your external cable is connected to. My bet would be at or beyond the local tap. The path to the world wide web is as follows:
1. Pc to modem via ethernet
2. Modem to external demarcation point via RG-6 cable;
3. External Demarcation point to local tap (green pedestal) via RG-6 cable;
4. Local tap to neighbourhood node via hard cable;
5. Neighbourhood node to Cable Modem Termination System via fibre optic
6. CMTS via routing to target IP.
Since you and your neighbour are suffering from the same problem, that points to a problem at the local tap or further upstream. If that point wasn't already raised with tech support, you should call tech support once again and indicate that both you and your neighbour are suffering from the same problem. If both you and your neighbour are connected to the same local tap, that points a problem with that tap or further upstream. If you and your neighbour are connected to different local taps, that points an underground cable problem, or a problem at the neighbourhood node, or, potentially with another customer on the cable run from the neighbourhood node that has some equipment connected to the cable system that shouldn't be connected. That device could be injecting noise into the cable system which is causing the disconnects. That type of problem is difficult to isolate if its intermittent.
If your disconnect situation is occurring throughout the day, that will be easier to locate, however, Rogers has its own system of dealing with technical faults which sometimes doesn't seem to make sense.
In your specific case, you need to stress to tech support that this is a common problem with your neighbour. That should shift the focus of any field tech support from a contractor tech, attempting to deal with your problem, to a Senior tech (real Rogers tech) who should be looking at the local tap and further upstream. This might require the services of a Maintenance crew.
Fwiw, here's what a local tap looks like, essentially an overgrown splitter which provides services to you and your immediate neighbours:
https://www.multicominc.com/product/multicom-mtar-pi-x-x-plug-in-tap-series/
As for changing service providers, as in switching from Rogers cable internet to a Third Party Internet Access provider, (TPIA), nope, don't go there, at least, not yet. The TPIAs rely on the cable system as provided by the host company wherever you happen to live. In your case, the cable system infrastructure belongs to Rogers. The big incumbent providers force the TPIAs to run through all sorts of hoops and loops before any servicing is provided to the TPIA customers. Its one of a number of long standing complaints made by the TPIAs and their customers. Anyone thinking of switching over to a TPIA should ensure that any (read all cable) issues are taken care of prior to switching. If not, the situation will take much longer to resolve, if it's ever resolved.
Best thing to do at this point is to have a discussion with tech support once again, emphasizing the shared problem with your neighbour in order to escalate this to an in house Rogers tech or maintenance crew. Call every day if you have to. Put tech support on speed dial and don't be afraid to use it. Persistent but polite are the keywords here. Don't cut tech support any slack when it comes to seeing this through to a resolution.
@Walidd I'd keep complaining to tech support, regardless of the closed ticket(s). The next time that you call in, ask to speak with a Level II tech or a manager to elevate this above the Level I techs that you've been dealing with so far.
Alternate action: send a private message to @CommunityHelps. When you're logged into the forum, follow that link to their public page. Scroll down until you see a link to "Send this user a private message". Follow that link to the message composition page. Fill in the subject line/title and add your account details and link to your initial post:
which basically explains the problem in that post and the post that follows it. Tickets opened, tickets closed, no action, no resolution to the problem despite numerous tech visits including Senior Techs. Request their assistance to get the problem resolved.
When you're logged into the forum, look for a number overlaying the personal avatar which is located in the upper right hand corner. That avatar also serves as a link to the message inbox/outbox, profile, etc etc. Follow the links down to the inbox to see the response from @CommunityHelps.
Either way, keep chasing this down, either with tech support or with @CommunityHelps. Have a conversation with your immediate neighbours. Encourage them to call tech support as well, indicating that the problem affects multiple customers and that the response to date, after several tech visits is "Nothing sited, sank same", and, "NO RESOLUTION TO THE PROBLEM".
Persistence is the key here, despite the inaction to date on Rogers tech staff.
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