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Ignite service disconnecting every few minutes!!

ParisParis
I'm here a lot

Have the Ignite 1gig with tv and telephone since almost a year.  Suddenly 4 days ago, all my services started going down. The modem disconnects, TVs go black and then telephone goes down. The lights on the modem flash and essentially it reboots itself. After a bit, they all go back up. Now this happens about 50 times a day!!  Have spoken to several technical support agents who always tell me everything looks fine on their end.  A technician checked the outside hook up to house and deemed it fine. Was given a different modem but after setting it up was back to the intermittent disconnects. Have checked all the cable hookups, changed the power bar even changed the actual power outlet it’s hooked up to and nothing.... still the same. Today speaking to tech support again told nothing wrong on their end but while talking to him the modem rebooted 10 times and he was not able to do an update to my account! This is beyond frustrating and I have no idea how to get this resolved. Please need help!!!

 

 

 

***Edited Labels***

78 REPLIES 78

Re: Ignite service disconnecting every few minutes!!

@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.

Re: Ignite service disconnecting every few minutes!!

billiamwild
I've been here awhile

@-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.

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?

Re: Ignite service disconnecting every few minutes!!


@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.

Re: Ignite service disconnecting every few minutes!!

billiamwild
I've been here awhile
@-G- It is in a pretty good spot, and I don't think it's getting really hot, just warm like you said. 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.

Re: Ignite service disconnecting every few minutes!!


@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.

Re: Ignite service disconnecting every few minutes!!

billiamwild
I've been here awhile

@-G- Here is the CM table:

 

IndexUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
2404119984
3061398366
2663903257
2663779915
2664174802
2850015283
2785498889
2835815004
2818212189
2796788783
2781074757
2766700941
2755843685
2739334864
2733116503
2727756896
2722703091
2718275018
2714385907
2710509304
2706407801
2703689895
2701153104
2695446291
2692401448
2689721844
2686770328
2684275259
2667668918
2665936014
2665106474
2627982285
2404119984
2359693471
450
88222746
88194746
88282228
92693652
91274962
90932357
88046704
84511895
81696407
80068407
79537558
79998882
80414107
80846545
81340512
81755215
82052858
82419835
82870303
83003915
83166595
83785984
84187578
84534124
85000999
85363513
87869629
88024519
88192955
87741839
2359693471
13375
510
371179371
371312478
371864214
180633447
184706976
196617621
217117002
242086567
261618489
277600259
288993649
305047611
310828874
315794307
320363479
324382363
327983581
331500960
335161537
337743307
340118280
345220302
347863201
350205334
352697139
354838027
369176580
369983939
370682864
368996863
13375

 

Seems like a lot to me!

Re: Ignite service disconnecting every few minutes!!

@billiamwild  Yeah, that's definitely NOT good!

Re: Ignite service disconnecting every few minutes!!

EricJT
I've been here awhile

I got Ignite TV about a week ago....the TV intermittently exhibits the same issues as being discussed here....live TV will black out for a short while and then come back....recorded TV streams will pause and then resume the stream but further on than when it paused.

 

I have the cable modem plugged directly into an outlet (no UPS or power bar) and the cable is securely threaded properly into the back of the cable modem.

 

Here are the tables from the modem:

 

IndexLock StatusFrequencySNRPower LevelModulation

Downstream
Channel Bonding Value
23
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
24
25
26
27
28
29
30
31
32
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
693 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
633 MHz
639 MHz
645 MHz
651 MHz
657 MHz
663 MHz
669 MHz
675 MHz
681 MHz
687 MHz
699 MHz
705 MHz
711 MHz
717 MHz
723 MHz
825 MHz
831 MHz
837 MHz
843 MHz
350000000
40.6 dB
38.8 dB
38.9 dB
38.6 dB
38.2 dB
40.6 dB
40.6 dB
40.4 dB
40.6 dB
40.5 dB
40.4 dB
40.3 dB
40.4 dB
40.4 dB
40.3 dB
40.4 dB
40.4 dB
40.2 dB
40.2 dB
40.5 dB
39.2 dB
40.5 dB
40.6 dB
40.3 dB
40.7 dB
40.8 dB
40.5 dB
40.5 dB
36.6 dB
38.9 dB
38.7 dB
39.0 dB
38.7 dB
-4.2 dBmV
-7.0 dBmV
-6.8 dBmV
-7.4 dBmV
-7.8 dBmV
-4.1 dBmV
-4.3 dBmV
-4.3 dBmV
-4.2 dBmV
-4.4 dBmV
-4.5 dBmV
-4.3 dBmV
-4.2 dBmV
-4.4 dBmV
-4.1 dBmV
-4.0 dBmV
-4.3 dBmV
-4.7 dBmV
-4.5 dBmV
-4.1 dBmV
-4.4 dBmV
-4.3 dBmV
-4.1 dBmV
-4.4 dBmV
-4.0 dBmV
-4.0 dBmV
-4.1 dBmV
-4.2 dBmV
-9.1 dBmV
-6.7 dBmV
-6.8 dBmV
-6.5 dBmV
-7.1 dBmV
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
46.3 dBmV
46.3 dBmV
47.5 dBmV
47.5 dBmV
QAM
QAM
QAM
QAM
TDMA_AND_ATDMA
ATDMA
ATDMA
ATDMA
 
 

 

CM Error CodewordsIndex

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33

Unerrored Codewords

1844655095
2442655365
2442663714
2442669579
2442673654
2442679645
2442686624
2442694427
2442704280
2442709165
2442715379
2442718172
2442722626
2442727996
2442734712
2442741357
2442747373
2442754182
2442759870
2442765469
2442772236
2442778782
2442784961
2423640916
2423507893
2442798698
2442808453
2442814706
2442819864
2442825326
2442827608
2442829226
1844655095

Correctable Codewords

1655393666
161
0
0
0
0
2
1
1
0
0
0
0
0
0
0
0
0
0
0
0
0
0
2373
2459
1348
0
0
0
0
0
0
1655393666

Uncorrectable Codewords

130
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
6348
6405
1979
0
0
0
0
0
0
130
 
Please let me know if you see anything in this data that suggests my cable feed from the street or further back is an issue. Thank you.
 
BTW, all of my internet connectivity and WiFi streaming is fine (Netflix, Prime Video, Disney+, etc.), as well as streaming inside my LAN from my media server.....it streams 4K content perfectly to my Sony 4K TV without a single problem.

 

Re: Ignite service disconnecting every few minutes!!

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

Re: Ignite service disconnecting every few minutes!!

Blank_BP
I've been here awhile

Hello,

For the last 2 months, my internet has been disconnecting intermittently multiple times per day. It affects my wifi and ethernet connected devices. The tv constantly disconnects and the modem itself blinks orange. It happens multiple times per day, the most being over 20 in one day. Very frustrating when it comes to needing the internet for work. I've now had 5 Rogers technicians come to my home after Rogers claiming to have put a bot or something on my internet to determine the issue.

They first said it was an external issue and after a month, they sent someone to fix the external issue, but it is still happening here. The latest technician said a cable outside was being pushed/pressed to one side, but he moved it back so it should be fine. That was the latest news, but the disconnecting is still happening. Hoping someone here can help me.

I thought my case might be similar to this thread's, but I'm not sure. - I use a powerbar, but my Modem is plugged in to the outlet shared with the powerbar, not into the powerbar itself.

Re: Ignite service disconnecting every few minutes!!

@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.  

Re: Ignite service disconnecting every few minutes!!

Blank_BP
I've been here awhile

Hey there. I removed the powerbar completely today and waited for 7 hours. The internet still dropped from my house twice though not as frequent as it was this morning.

Re: Ignite service disconnecting every few minutes!!

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

Re: Ignite service disconnecting every few minutes!!

Blank_BP
I've been here awhile

Hey there. I sent the private message, but I'll be here keeping an eye on the thread in case anyone here can help me as well since they seem to have helped look into the previous issues.

Re: Ignite service disconnecting every few minutes!!

icytreazure
I've been here awhile
I have the exact. Same issue, they did the exact same to us to you and keep saying nothing is wrong strong signal. From what I researched they have overloaded subscribers in the area.

Ultimately, the only solution to this is to split the neighbourhood node, which reduces the number of customers on the node.  The end result is that the connected modems can be allotted more receive/transmit time slots which reduces the latency downstream and upstream. But of course they won't do that and keep using same excuse strong signal. Just like cellular coverage you can have signal but if overloaded with traffic can get connected.

Also their latency lag is so bad at over hundreds can even play mobile games and desktop pc impossible and frustrating

It appears they just want to collect money on subscribers and don't care about overloading and quality of service.

Think only solutions is for all of us with issues to switch providers.

Re: Ignite service disconnecting every few minutes!!

icytreazure
I've been here awhile
Sounds like reading robot text book response that we are all getting similar answers and not knowing how to solve it
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