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Daily Multiple Dropped Connection

I've Been Around

My internet connection has been dropping several times a day, regardless of the time of day, for something like two years now. I have reached boiling point. I've phoned Rogers countless times and every time I'm given a different solution that never works: replace the router (done it twice already, now they're asking me to do it a third time - I've had my new one for barely a month), firmware updates, changing the channel, changing where it's plugged in, resetting the router, etc. You name it, they've done it and told me that if it doesn't work to call back. I'm sick of calling back. Not once have I been offered to have a technician come over and help.


The connection will drop on all devices, whether connected by cable or wireless (though I will always remain connected to the network itself - it is the connection to the outside that is dropped). It's rarely for more than a minute at a time but when it drops every 10 minutes it gets very frustrating, making me unable to stream, play online and even cutting into my work. 


If I could get some real help with this I would be very grateful, thanks to whoever answers this. I am already very seriously reconsidering having Rogers as my ISP and if this doesn't get fixed soon my decision will be made that much easier; it's a shame because whenever by chance I have a steady connection I am otherwise happy with the service.


Edit: My current router is the Cisco DPC3825



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Re: Daily Multiple Dropped Connection

Are you connecting on the 2.4 or the 5g?


Generally, Kiwi is right though.. the wireless isnt great on any of the built in ones.


To get decent wifi/coverage, you really need to go with a decent 3rd party router.

Even with them, there is a big difference between the $40 and the $150 ones.

Re: Daily Multiple Dropped Connection

I've Been Here Awhile

Recently, I've been having many troubles with my DPC3825 modem. It disconnects everytime I seem to do an "internet heavy" thing like online video games. However, sometimes it stops disconnecting and works nicely, which is mostly in the evenings for some reason. This is what I tried to do:


- Reboot Modem

- Restore Factory Defaults

- Turn of Wireless


What seems to work sometimes:

- reboot modem

- disconnect all ethernet cables

-wait for "online" to light up on modem (which takes forever sometimes)

- plug in my ethernet cable

- go on but doesnt work

- go on my modem gateway and turn off wireless

-unplug and replug my cable

-wait 5 minutes before trying to use internet

- then it works


the above doesnt work all the time, and I still get disconnected when I'm playing online games.

Here's my DOCSIS log:


 1  Wed Jun 17 19:01:41 2015  2436694063  Notice (6)  WiFi Interface [wl0] set to Channel 6 (Side-Band Channel:N/A) - Reason:INTERFERENCE
 1  Wed Jun 17 18:59:07 2015  84000400  Critical (3)  SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period
 17  Wed Jun 17 18:59:05 2015  84020300  Warning (5)  MDD message timeout
 1  Wed Jun 17 18:57:10 2015  84000400  Critical (3)  SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period
 1  Wed Jun 17 18:56:46 2015  84020300  Warning (5)  MDD message timeout
 1  Wed Jun 17 18:55:47 2015  67050200  Warning (5)  DBC-REQ denied - confirmation code 32: reject-unknown-DSID
 8  Wed Jun 17 18:55:42 2015  84020300  Warning (5)  MDD message timeout
 1  Wed Jun 17 18:54:53 2015  67070100  Error (4)  DBC-ACK not received
 1  Wed Jun 17 18:54:10 2015  82000400  Critical (3)  Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
 4  Wed Jun 17 18:53:34 2015  2436694061  Warning (5)  Dynamic Range Window violation
 1  Wed Jun 17 18:53:20 2015  2436694066  Notice (6)  Honoring MDD; IP provisioning mode = IPv4




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Re: Daily Multiple Dropped Connection

Can you log into the modem, navigate to the STATUS....DOCSIS WAN tab, copy the downstream and upstream tables and paste them into this thread.  They contain the signal levels and signal to noise ratios for the RG-6 cable that connects to the modem.  It sounds like you might have a signal issue on the go.  If you go to this page and look at tehe DPC3825 section, you will see what the ideal signal levels and signal to noise ratios would look like:


Re: Daily Multiple Dropped Connection

I've Been Here Awhile


  Power Level: Signal to Noise Ratio:
Channel 1: -5.7 dBmV 37.8 dB
Channel 2: -3.9 dBmV 38.8 dB
Channel 3: -3.9 dBmV 39.0 dB
Channel 4: -4.9 dBmV 38.6 dB
Channel 5: -4.9 dBmV 38.6 dB
Channel 6: -4.9 dBmV 38.4 dB
Channel 7: -4.7 dBmV 38.6 dB
Channel 8: -5.3 dBmV 37.2 dB
Upstream Channels    
  Power Level:
Channel 1: 45.0 dBmV
Channel 2: 46.0 dBmV
Channel 3: 45.0 dBmV
Channel 4: 0.0 dBmV


Re: Daily Multiple Dropped Connection

The downstream signal levels aren't too bad.  They aren't great, but it probably not time to call for a tech just yet.  I believe the cut-off is -6 dBmV before a tech will be sent out.  The signal to noise ratios are fine and your upstream signal levels out of the modem heading back to the local node aren't too bad either. 


Do you see problems with wired or wireles performance or both?  For the wireless network do you use a 2.4 Ghz network primarily?  I'm trying to remember if the 3825 has a 5 Ghz capability.


Are you in a house, condo, apartment, etc.?


If the problem is with wifi, the first thing to do is check out your wifi environment.  The link below is for the last freebie version of inSSIDer, which can monitor both 2.4 and 5 Ghz bands.  It doesn't display 802.11ac networks which are becoming more common, so it doesn't present the whole picture in the 5 Ghz band, but its pretty close.  There is a new version out which is now a pay version $20 U.S., and worth buying if you have a 5 Ghz capable laptop and you happen to use 5 Ghz networks, including 802.11ac networks.


Load this on your laptop and have a look at the graphical display to see where your network sits in relation to the other networks from nearby routers.  You might see that you are in a fairly crowded 2.4 Ghz area, in which case it might be rather tough to solve this.  Perhaps one of your neighbours has brought home a new modem or router and has a network up which is competing with yours.  By looking at the graphical display, you might be able to see another channel that you could use that isn't occupied, or, if it is, the power levels of the existing network on that channel is lower than where you are now;


Re: Daily Multiple Dropped Connection

The 3825 has only 2.4ghz

Re: Daily Multiple Dropped Connection

I've Been Here Awhile

Hey, I managed to fix my WIRED connection drops. It required me to put my modem in this position:


I used a lamp that can attach itself onto the edge of a table, and put my modem on it to face upright.


The white internet cable that is connected to my modem has ends that have a wire that connects itself to the modem. The end I have connected has a wire 2x shorter than the other end. This means that it broke off. This position seems to fix that problem, and all I have to do is wait 1-2 mins for startup time. I have WIRELESS turned of on the modem. 


At times, I still get disconected once from a game, so this solution is only temporary until I get a new internet cable. 

Re: Daily Multiple Dropped Connection

The cable that runs from the wallplate to the modem is an RG-6 cable.  You can usually pick one up at a local store.  When you have installed that cable can you repost the signal levels again?

Re: Daily Multiple Dropped Connection

I've Been Here Awhile
Yes i will

Re: Daily Multiple Dropped Connection

I Plan to Stick Around
The will just tell you change your box and will not change. They add line to areas and not boost the signal or someone taped into your signal at the street box.

Re: Daily Multiple Dropped Connection

I've Been Here Awhile
Okay so I am not tech savvy at all I know nothing about how this stuff works but after 3 modems 4 technicians several calls to Rogers for over the phone troubleshooting a brand new line running from the box outside to the house and even a new PlayStation and TV because we thought there might be something wrong with the thing inside them I can tell you what fixed our problem.

Our house is 40 years old and we have a new up-to-date line running from the box to the house the problem was the line in the house from the electrical panel. Turns out that the connection was missing some little rubber piece inside of it and because the house is older it doesn't have up-to-date wiring inside. The technician did something and after that it's been working fine.
Apparently most technicians don't think to check what's going on inside the electrical panel. Even though previous technician said they did a diagnostic on the lines and everything was great, clearly the diagnostic process doesn't work if you're not physically checking the wires inside the house. I'm not sure how common my problem is but it's definitely worth taking a look at if you're having issues. Good luck😊

Re: Daily Multiple Dropped Connection

Resident Expert
Resident Expert

@ChristineS wrote:
...Even though previous technician said they did a diagnostic on the lines and everything was great, clearly the diagnostic process doesn't work if you're not physically checking the wires inside the house. 

Thank you for the reminder. It's certainly necessary to check the signal in your neighbourhood, to your home and inside your home. I suspect that what happened here is that the problem was intermittent and that the signal was fine whenever it was checked, but a change in temperature (causing contraction when it gets cooler), or movement of a cable, or other minor disturbance caused the poor connection that was finally resolved by a dedicated technician. These intermittent issues are the most difficult to track down.   I know from personal experience in my neighbourhood main line.


Of course the first thing many technicians do is swap out the equipment, which is really stupid because the equipment is rarely at fault. It's almost always signal related.  I recently read that someone swapped out a modem a half dozen times. This is the definition of insanity (doing the same thing over and over and expecting a different result)  Thanks again for your post.