1GB Ignite Internet Keeps Dropping

[longakey]

Hello, 

I signed up for Rogers 1GB Ignite some months ago and for the most part it's been running well, however, there are times throughout the day where I get random internet interruptions lasting betwen 2-5 minutes. It makes video conferencing unstable, as well as gaming. 

Does anyone have any idea what could be causing this and what could be done to fix it? 

I've included my downstream and upstream tables if it would be helpful. 

Any help at all would be greatly appreacited. 

IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type

Upstream	Channel Bonding Value
1	2	3	4
Locked	Not Locked	Not Locked	Not Locked
38700000	21100000	32300000	25900000
5120 KSym/sec	2560 KSym/sec	5120 KSym/sec	5120 KSym/sec
43.270599	39.260300	40.270599	39.520599
64QAM	64QAM	64QAM	64QAM
US_TYPE_ATDMA	US_TYPE_TDMA_ATDMA	US_TYPE_ATDMA	US_TYPE_ATDMA

IndexLock StatusFrequencySNRPower LevelModulation

4	5	6	7	2	3	1	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	0	0	33	34
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	Locked
591000000	597000000	603000000	609000000	579000000	585000000	279000000	615000000	621000000	633000000	639000000	645000000	651000000	657000000	663000000	669000000	675000000	681000000	687000000	693000000	699000000	705000000	711000000	717000000	723000000	825000000	831000000	837000000	843000000	849000000	855000000	861000000			352800000	218800000
40.366287	40.946209	40.366287	40.366287	40.366287	40.946209	38.983261	40.366287	40.946209	40.366287	40.366287	40.366287	40.946209	40.366287	40.366287	40.366287	40.366287	40.366287	40.366287	40.366287	40.366287	40.946209	40.366287	40.946209	40.366287	38.983261	38.983261	38.983261	38.983261	38.983261	38.983261	38.605377			41.44 dB	40.55 dB
6.400002	6.400002	6.300003	6.300003	6.199997	6.300003	4.199997	6.300003	6.400002	6.500000	6.599998	6.099998	6.000000	6.400002	6.400002	6.500000	6.500000	6.400002	6.800003	6.699997	6.599998	6.699997	6.400002	6.400002	6.400002	3.799999	3.599998	3.299999	3.099998	3.400002	3.200001	2.900002			4.500000 dBmV	4.199997 dBmV
QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256			OFDM	OFDM

***Edited Labels***

[RogersRahul]

Hello @longakey,

Welcome to the Rogers Community Forums!

Dealing with connectivity drops can be very frustrating. We'd be happy to assist you with this. Can you please confirm the following?

- Are all services working fine outside of streaming/gaming?
- Is the issue present with a wired connection to the modem? 
- Are you using any third-party equipment?

We look forward to hearing from you.

Cheers,

RogersRahul
 

[ta1835]

We have been having issues since late December.  Rogers online tech support tests remotely and says all fine, Rogers tech came to house three days ago and tested and 'all fine'.  Things are not fine, we have constant problems with poor performance on Ignite TVs, home automation devices constantly losing connection, internet coming and going randomly.  Something is not working properly somewhere.  CGM4331 modem, set up normally, hard wired to house switches that distribute via ethernet cat 5e and cat 6 cables.  Nothing has changed in house wiring or switches, they all test fine.  The issue is with Rogers either at the modem level or service overall.

[RogersTony]

Hello, @ta1835 

We definitely want to help you get your internet working better and more consistently. 

Have you attempted a factory reset since noticing these issues in late December? There may be a setting on the modem that is cause these connectivity issues. You can find the steps on how to factory reset the modem here.

Let us know if issues are ongoing.

RogersTony

[ta1835]

Yes, did multiple resets and as noted have even had a tech to the house.  I am happy to report things seem stable again at moment (magically) but was almost three weeks of extremely poor service with no apparent cause.