Modem drops connections to WIFI and wired connection randomly

[Rpgdmca]

Hello,

One week ago there was a power outage  in my city at night, power was off for an hours or so then came back on. Since then randomly WIFI connected PCs and the wired PC and TV both lose signal\disconnect for a few seconds then start working again.

Watching videos is usually not impacted, but has been occasional, the short breaks however make playing online games almost impossible. Rubberbanding, disconnects and lag.

Reset Modem with the little pin hole and still having issues.

What does it take to get a replacement modem, I think something fried when the power cut out?

Thank you

[-G- · Accepted solution]

@Rpgdmca To be honest, those sound more like Rogers network issues than a defective modem/gateway.

Sounds like you have an XB6 gateway.  Did you hold the reset button down using a paper clip until the fan briefly turned off, then re-do the initial setup?

Try logging into your gateway with a web browser, go to "Gateway > Connection > Rogers Network", scroll to the bottom and check your error stats.  Are you seeing a ton of Uncorrectable Codewords errors?  (Don't worry about a large number of Correctable Codewords on the downstream OFDM channels; that's normal.

If you are seeing a ton of uncorrectable errors, that's packet loss and could explain your network performance issues.

If your error stats are clean, the lag spikes and jitter could be due to an overloaded node, problems with the node itself or related network issues.  I would send a private message to @CommunityHelps and ask them to investigate.  They can test your modem and its connection to the Rogers network and check to see if there are any issues affecting your area.  Depending on what they find, they can either open a trouble ticket and escalate the issue internally, dispatch a tech or arrange for a modem swap.

[-G-]

One other thing.  Do you have your Rogers modem plugged directly into a wall outlet or is it plugged into a power bar?  If it is plugged into a power bar, try plugging it directly to a wall socket.

The circuitry in power bars can degrade over time and become ineffective.  Some can even generate and introduce noise, causing all sorts of weird issues.

That said, if your modem actually got damaged by a power spike, I would expect to see different problems or a complete failure.

[Rpgdmca]

Hello -G-,

Thank you for responding and providing some guidance. I will give the easy answer first. Yes, it is plugged directly into the wall.

The error codewords are clean there is one that has Uncorrectable Codewords at 109 but the rest of Uncorrectable is zero 2-32 then 33 is 115 then 344 is back to zero.

I will send the message and ask them to do some testing.

Thanks again