CGN3ACSMR Losing Internet Dozens of Times Daily

[robindp]

No problem! Please let us know how things work out for you. 

[Pokofish]

This is very annoying!  Still having problems here.  On Tuesday (where I had the afternoon off!) my modem dropped at least 16 times.  I called Rogers and they were going to monitor the problem and get back to me within 48 hours.  Wednesday it dropped a couple of times.  Today I get a voice mail from Rogers saying that the problem "has been fixed" and as I'm listening to this voice mail the modem drops.  

I contacted support via Live Chat (which so far I have found to be completely useless), where they told me that my ticket was closed.  They re-opened it and sent another ticket in, and now I am to wait for them to contact me again.  I will probably call later anyway, and I definitely won't bother wasting my time with Live Chat in the future.  (they also ignored me when I asked about re-applying the correct profile to my modem).

I am really at a loss for what to do here besides switch services to another company.  Rogers doesn't seem to be able to figure out what is actually causing the problem here and I keep getting the impression that they don't want to really look into too deeply.  

[robindp]

Hello @Pokofish,

That sounds VERY annoying! I suggest you visit the "Share a Concern" page (LINK) and complete the form.  Include as much detail as possible - this will force your issue to be escalated, and generate a written response from Rogers within 24-72 hours.

Once you get a response, this will allow you to hold someone accountable until you get the problem fixed.  Please let us know how things turn out!

EDIT: You can also receive a phone call (depending on the option selected at top of form).

[Pokofish]

Thanks @robindp, I will definitely do that!  

[Pokofish]

I believe I have finally figured out that problem I was having - and I mean that literally that *I* figured it out, no thanks to any of the techs who came out, who were not very thorough.  

The problem was a very rough looking connector on my cable line that runs through a storage room beside my unit in the building I live in.  I happened to have a new connector on hand, so I changed it (after using two pairs of pliers to loosen the old one) and I haven't had any problems at all since I changed it 3 days ago.  It was dropping connection up to 16 times a day, each time filling up the DOCSIS log page with errors.  Since I changed the connector, only one message in the log has shown up (no disconnect).

So if anyone else is having this issue, make sure the techs check your entire line and are thorough about it.  I told both techs that came out that I don't know where exactly the lines run, as it's an apartment and the lines were already set up when I got here, but they only traced the lines outside and didn't take much of a look inside. 

[robindp]

Hello @Pokofish,

I am happy that you solved the problem! Did you take a picture of the damage before fixing it? I think it is a good idea to call Rogers support and advise them of the eventual fix - your ticket is probably still open (and they need to know the techs who visited - more than 1 - missed something you found).

[Pokofish]

@robindp I actually just had two techs out here a few minutes ago (I had scheduled them in days ago, forgot to put it in my calendar so I forget they were coming today haha).  They actually looked at everything and replaced the entire line anyway.  I did tell them the first two techs didn't examine the entire line.  Even the line running along the outside of the house was complete garbage but the previous techs didn't say that.  

One thing I have noticed is my downstream signal strength is higher, ranging from 3 - 6.  Is this okay?  I thought it was meant to be closer to 0.  (before it was about -1 - +2).  

[robindp]

Hello @Pokofish,

I'll be honest, signal strength info is not something I am fully versed in (need to set aside some time to figure it out!)...but I know that @57 has experience on this matter!

57, what do you think?

[57]

Although zero may be considered an optimum, any reading from -10 to +10 usually works, although readings that high or low may be a cause for concern if you're having issues.  3-6 should be fine.

You will also find (on cable TV) that the signal will vary with the QAM frequency (indirectly related to the channel)  Higher QAM frequencies usually have higher losses.