@billiamwild Do you happen to have a Technicolor XB6? (Log into your modem, go to "Gateway > Connection > Rogers Network" and scroll down to the Cable Modem section.)
I have been informed of similar issues in my family members' homes who have Technicolor gateways and who use Rogers WiFi. The problems seem to crop up after the Ignite gateway has been running for a few days, and the problems clear after power-cycling the gateway. In their cases, the Rogers network is healthy and this does not seem to be hardware-related.
The Ignite gateways do not provide us with any troubleshooting tools whatsoever and I don't know exactly what could be causing this. I suspect that it's due to a software issue but that is just an educated guess on my part.
My own XB6 has been stable but I have the internal WiFi disabled on my gateway and use external hardware for my WiFi connectivity in my home.
As for your stats, your signal levels look normal.
The only way to get to the bottom of this issue is to take note of the precise time that you lose connectivity and to report it to Rogers. I would send a private message to @CommunityHelps so that they, in turn, can arrange to have more extensive tests run on your equipment.
It may also help to proactively power-cycle your Ignite gateway in the morning but I would highly recommend that you first give Rogers an opportunity to fully troubleshoot this issue.
@billiamwild wrote:
@-G- I do have a Technicolor XB6, but this is a replacement for our previous hub, which was the white Hitron one. We were having this problem on that one, and power-cycling didn't work on either.
Okay, fair enough. Yours is probably a completely different issue from the one that I have been trying to pin down. From your initial post, it sounded like you have had the Ignite 150u service for quite some time and then started to see this particular problem only very recently.
In your case, if you have been seeing the same problem with the Hitron CODA and a Technicolor XB6, that is telling. Those gateways are based on completely different hardware, completely different cable modem chipsets, and completely different software. If the problem still replicates after replacing the Ignite gateway as well, that would also seem to indicate that the problem is not with the gateway.
The replacement they gave us seemed used and a little beat up, so maybe it's possible we got two faulty hubs in a row? Also, is it normal for the hubs to get a bit hot?
It is normal for the Ignite modem/gateway to get warm, not hot. They have an internal fan, which normally runs all the time (which you should be able to hear) and draws air in from the bottom... so you need to ensure that it is placed on a hard surface and has good airflow. Do not hide or enclose it in a cabinet and do not place it on a table cloth or on a soft surface.
@billiamwild wrote:
@-G- It is in a pretty good spot, and I don't think it's getting really hot, just warm like you said.
Another thing that you should check are the error stats at the bottom of the "Gateway > Connection > Rogers Network" page. The Uncorrectable Codewords stats should be zero (or close to zero) across the board, and definitely should be for your downstream OFDM channel... the DOCSIS 3.1 channel that your modem should be using. If the uncorrectable errors stat on an OFDM channel keeps growing, that's not good.
However, what's really strange (if I read your initial post correctly) is that the white status LED never changes, never flashes, never changes colours; nothing to indicate that it reboots or that it is reconnecting to the Rogers network.
I would ask you to check "Troubleshooting > Logs" and check your System and Event logs for the past week... but these Ignite gateways never seem to log anything helpful or useful.
I have sent a PM to CommunityHelps, and hopefully they will be able to find some kind of fix, cause our internet has gotten pretty bad.
The @CommunityHelps team are a great group of people and can be very helpful in situations such as this. Telephone tech support is also great but that team is often under time pressure to get the issue resolved or escalated as soon as possible and move on to the next call.
Thanks for reaching out to us in private @EricJT!
We're more than happy to work with you to get this figured out. 🙂
Regards,
RogersCorey
@Blank_BP try disconnecting the power bar completely from the wall socket and the connected equipment. Power bars typically contain a metal oxide varistor to prevent transient or high voltages from damaging the connected equipment. The varistor can last a very long time, but, when it fails it can generate electrical noise which can be conducted along the power cables and radiated from the varistor itself, which can over power any local transmissions, including wifi.
So, as an experiment, disconnect the power bar completely and run the connected equipment off of an electrical extension cord if necessary. Run that configuration for a couple of days, or until you start seeing the same disconnect issue. If this still doesn't solve the problem, I think there are other problems on the go, beyond the outside RG-6 cable and local tap which it's connected to.
Greetings @Blank_BP,
We can definitely look into your connection and identify what's causing the degraded service that you're getting.
Please send a private message to @CommunityHelps so we can get started on this. Not familiar with our private messaging system? No worries click here.
We look forward to hearing from you.
RogersRahul
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