Hitron Modem keeps dropping internet

Need Help?

That's what we're here for! The goal of the Rogers Community is to help you find answers on everything Rogers. Can't find what you're looking for? Just ask!
cancel
Showing results for 
Search instead for 
Did you mean: 
Reply
Resident Expert
Resident Expert
Posts: 6,283

Re: Hitron Modem keeps dropping internet

??  Does that mean that you had the modem's RG-6 cable running thru a surge arrestor and now the modem's RG-6 cable is connected directly to the wallplate's cable port?



I'm Here A Lot
Posts: 7

Re: Hitron Modem keeps dropping internet

No I had the modems power supply plugged into a power bar. Now it is directly connected to an power receptacle instead because they said that could be an issue.
I'm Here A Lot
Posts: 7

Re: Hitron Modem keeps dropping internet

Rogers technician came by yesterday and tested everything. Everything seems fine from the modem forward, with nothing that should be interupting witht he signal. He checked the cable terminations and connectors. He found that there was an issue with one of the ends at the electrical box in the basement. There was a loose strand inside of it that he removed. He thinks that that could have been it. It has not gone down yet when I have been home, but he said that if it does to give him a call and they may run a temporary cable from the outside box to the basement as the next step. 

I Plan to Stick Around
Posts: 8

Re: Hitron Modem keeps dropping internet

Cable Modem keeps dropping WAN periodically for short periods of time

 

For the past 2 months my Cable Modem keeps losing internet connectivity for short periods of time (20 seconds to 1 or 2 minutes). When I check the modem each time it happens I see the WAN uptime is 0 and the LAN will be however long the modem has been running (days typically).

 

I have called Rogers about 6 times about this and it has yet to be resolved. It is extremely frustrating as it can go out 6-15 times a day which causes lots of disruption since I work from home and use internet constantly. Yesterday it went out about 12 times.

 

Is it possible the line from my house to the junction is compromised causing this behaviour? Reason I suspect this is last year around same time frame (end of winter/start of spring) I had similar problems. I have asked Rogers if they could put a temporary line from the box (right next to my driveway) to the house to see if this fixes the problems but they have not been willing to try that yet. They always tell me it was a area related issue and it has now been fixed... Then I have the problem again the very next day and so on.

 

I have tried 3 different Cable Modems and the problem happens with all of them.

 

H E L P !!

 

I am getting so tired of this and hearing my family constantly shout... "Is the internet out AGAIN?"

 

I Plan to Stick Around
Posts: 38

Re: Hitron Modem keeps dropping internet

Same for me, but frequency isn't quite as bad. Typically my wan up-time counter on my router will never get over 24 hours, and usually no more than 12. Running in gateway mode. CODA-4582.

Resident Expert
Resident Expert
Posts: 1,086

Re: Hitron Modem keeps dropping internet

every time this happens call tech support, and ask for compensation for the service going down. It could be a weather issue, since you had the same issue a year ago. Just make sure to always call in so they can see this in an ongoing issue, and hopefully they find the source of the issue.

 

 



I've Been Here Awhile
Posts: 2

Re: Hitron Modem keeps dropping internet

Mine has been doing the same for two weeks. 4 calls to Rogers and a service call. Replaced modem. Good for 24 hours and down again. Another service call to come. Rebooting the box does nothing it will randomly come online hours later.
Highlighted
Resident Expert
Resident Expert
Posts: 1,086

Re: Hitron Modem keeps dropping internet

@csdjmitchell


@csdjmitchell wrote:
Mine has been doing the same for two weeks. 4 calls to Rogers and a service call. Replaced modem. Good for 24 hours and down again. Another service call to come. Rebooting the box does nothing it will randomly come online hours later.

Keep calling them and reporting these issues. You should ask for compensation on your bill since you aren't getting proper service. You call also go here and explain the situation to them.

http://www.rogers.com/web/support/account/ombudsman/376?setLanguage=en

 

I had to use this route and got my problem solved within 48 hours.

 



I Plan to Stick Around
Posts: 97

Re: Hitron Modem keeps dropping internet

So just got off with Rogers after reporting that I'm losing internet every 24 hours.

 

Rogers claim that (1) it is not a problem at their end and (2) that their diagnostics show no problems with my modem. They also say that according to the modem logs there have been no issues with this modem over the last year.

 

They suggest that I swap the modem despite the fact that they don't see an issue.

 

They offered a credit.

Resident Expert
Resident Expert
Posts: 6,283

Re: Hitron Modem keeps dropping internet

@mrbrimi when the service fails, is the failure time period long enough that you can call tech support during that failure?  If so, that's the best time to call, when some device has finally failed, allowing the tech to determine where that failure is located.  If you have to reboot the modem to bring it back into service, don't, call tech support first so that the CSR can troubleshoot the problem.  If a modem reboot does temporarily resolve the issue, that is most likely an external cable or connector problem. 

 

If you look at the event log, is there an event that immediately precedes the failure, taking into account the time difference between Eastern time and the log time.  Look for something like an MDD Timeout.