Hitron Modem keeps dropping internet

[stephen_214]

I just moved from an apartment building to a condo style townhouse and have been having connectivity issues with my modem. At first our internet would not connect at all, so we had a technician come in and he replaced the cable from the panelboard to the modem with a direct connection and it has a 3db signal reduction filter because the signal was very strong with the direct connection. I never had issues with internet at the apartment, but now it seems that a few times a night the internet is dropping out so that all the lights on the modem go dark and it seems like it reboots. I have my modem in bridge mode to a d-link router and when this reset happens, the fifth lights on the modem, I believe it is the ethernet light does not come back on, so my router is not receiving internet access anymore. The only temporary fix I have found is to restart the modem by unplugging it and plugging it back in after 30 seconds, but then it will drop out again a little while later in the night. Is there a fix for this so that my internet is stable and I don't have to keep resetting the internet? I wouldn't think it is the modem or router because it was fine at the apartment, it has only had issues in the townhouse. 

***EDITED LABELS***

[Hichdima]

There is no fix for that. As I understand there is a piece of equipment in your unit that transforms signal from fiber-optical wire to coaxial and this equipment is what causes problems. Try calling rogers maybe they will help.

[djkjpro]

What’s your suggestion on fixing this issue?

Thanks.

[Gdkitty]

A) get a tech out again and test all the equipment at the spot where it splits where it comes into the building.

B) If its a wireless issue, you need to narrow down whats in use most heavily in your range.
You can use a software like
https://www.netspotapp.com/wifi-channel-scanner.html
(It will find all the local wireless.  If you select all of them, it will pop up a window, which you can then go over to the 2.4 and 5ghz tabs. It will show you what channels each of them are on as well as the strength.)
You will want to log into the rogers router, and go into the wifi settings.  You'll want to then change it to a channel which is not overlaped or at least the less overlapped from others in the area. 

[ChingBerg]

We have a Hitron Modem as well and have been suffering the same or similar issues for over a month now. 

Random drops for 1-3 minutes at a time throughout the day or night. Power light, Wifi and 5G and ethernet lights remain on but the upload/download and @ lights go off. Replaced the modem once (tech tried to replace it again but I said "why bother, really?") and techs have done the cables to the house and the apartment specifically twice.  I've been on the phone or live chat so many times I know the pre-written script off by heart now. Last live chat they suggested I was lying about my internet issue which was insanely frustrating on top of everything. The online/phone techs seem convinced it is electrical related and thus not Rogers' problem: "even if it's just something as simple as someone using a toaster at the same time daily" is an actual quote from the Chat Logs which I've now taken to saving. 

I run an online business and an internet outage wipes the data I enter into webpages since I have to reload them and then re-enter the data, which costs me time and thus money.  I'm getting a credit for half of the last month but I'd rather just have working internet!!!!

[djkjpro]

I see many people here having the same issue, I wonder if changing from Rogers to Bell or a different company would make a difference 😊 I believe it will.

[Hichdima]

it will, the problems start when you live in a "rogers only" building

[ChingBerg]

---

@djkjpro wrote:
I see many people here having the same issue, I wonder if changing from Rogers to Bell or a different company would make a difference 😊 I believe it will.

---

Amusingly I've taken to recording the time and length of the internet outages on some Bell junkmail. Maybe I'll open it after all.. 

[Gdkitty]

---

@djkjpro wrote:
I see many people here having the same issue, I wonder if changing from Rogers to Bell or a different company would make a difference 😊 I believe it will.

---

Maybe?

Its all relative as WHAT the root cause is.   And that is where most people run into issues.
It needs to be tracked down to WHAT is causing the issues.

Is it just the modem?  Switching to a different provider on the same type of connection (cable) but with a different modem, might fix the issue.
BUT, if its something say with the signal to the house.  Or the the local node, etc.  Switching to another 3rd party cable provider probably wont make a lick of difference, as the root issue will still be there.

Switching to another type of connection, cable to bell fibe... that more likely would.  Assuming the lines for that are good in your area too.

And as mentioned.. assuming that is an option.
Some apartments, etc may not be wired for both 😞  (deal with one provider)
Or the other ones are not readily available.  
(Eg; where I live, I can get up to the 500mbps rogers speed service, and I do, getting almost 600 on speed tests.  But you look at bell? Oh, i am too far away from the closest CO, i cant get fibe.. i can get 5mbps DSL.  Not a big choice there :P)

[ChingBerg]

Incredible. Just made the switch to Bell after 12 years with Rogers and I got a call from Rogers' retention department. To get me to stay they were offering Gigabit service (regular $145 per month) for $29 a month for 12 months. So I'd be going from paying $115 for services that don't work to $145 a month to service along the same cable lines that would STILL likely not work.  

When I told them that the reason I was leaving was because the service outages were costing my business money and there had been no fix and on top of that I had been accused of making up the problem they assured me that with this new package and modem I wouldn't get any outages. Which means either he was lying (likely) or the outages are a known problem and instead of fixing them they are just upselling (which could also be real). 

My Bell install is due Saturday and since that phone call the number of service interruptions has GONE UP. Whereas before I got 2-3 a workday now I'm getting outages every 10-20 minutes or so. In the time it's taken me to write this post I've lost internet twice. I can't wait to take the modem back to the Rogers store for the last time.. 

Good luck to those who stay. 

[Hichdima]

guys check your cable box, there should be some rogers equipment that transforms fiber signal to coaxial, check how this equipment is plugged to power mine was barbarically plugged with naked wires

[Yuji]

There is a simple solution for solving the Hitron Router dropping the internet connection as I experienced and solved this problem myself. I am getting 500 Mbps as advertised and was initially very frustrated with this router dropping signals and since I never had this problem with my previous service of 100mbps and a different Rogers router, I knew that it was not connection related.

I called Rogers customer service and they promptly gave me a reference number for a Router exchange but unfortunately the problem still occurred. I decided to check the Basic Settings on the router and realized that while the router has Dual settings for IPV4 and IPV6 mode, it was probably the IPV6 mode that was causing the conflict.

I changed the IPV settings under the Basic Settings to IPV4 and the router is now working flawlessly ! Zero dropped internet settings. Remember to select IPV4 setting and save it and you are set to go. Hope this helps anyone with dropped internet.

[Ahsanalikhan]

I'm having the same problem

i have the direct cable connection from outside box, replaced the modem, still having same issue

i don't have time to sit on call with tech support every now and then

my work heavily relies on internet , cant afford to have dropping internet connection all the times

please see below data for reference:

lights on modem doesn't change when connection drops

DOCSIS WAN

This menu displays both upstream and downstream signal parameters

DOCSIS Overview Network Access Permitted IP Address 7.xxx Subnet Mask 255.255.252.0 Gateway IP Address 7.xxx DHCP Lease Time 😧 07 H: 00 M: 00 S: 00

Downstream Overview Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB) 1 591000000 256QAM 7.300 7 40.946 2 855000000 256QAM 8.000 3 40.946 3 861000000 256QAM 8.300 4 40.946 4 579000000 256QAM 6.700 5 40.366 5 585000000 256QAM 6.900 6 40.366 6 849000000 256QAM 8.200 2 40.366 7 597000000 256QAM 7.400 8 40.946 8 603000000 256QAM 7.500 9 40.946 9 609000000 256QAM 7.100 10 40.946 10 615000000 256QAM 7.300 11 40.366 11 621000000 256QAM 7.500 12 40.366 12 633000000 256QAM 7.600 13 40.366 13 639000000 256QAM 7.600 14 40.946 14 645000000 256QAM 7.800 15 40.946 15 651000000 256QAM 7.900 16 40.946 16 657000000 256QAM 7.900 17 40.946 17 663000000 256QAM 7.900 18 40.366 18 669000000 256QAM 7.600 19 40.946 19 675000000 256QAM 7.600 20 40.366 20 681000000 256QAM 7.800 21 40.366 21 687000000 256QAM 7.900 22 40.946 22 693000000 256QAM 8.100 23 40.946 23 699000000 256QAM 8.000 24 40.946 24 705000000 256QAM 8.000 25 40.366 25 711000000 256QAM 7.900 26 40.366 26 717000000 256QAM 8.300 27 40.366 27 723000000 256QAM 8.300 28 40.946 28 825000000 256QAM 9.000 29 40.946 29 831000000 256QAM 8.600 30 40.946 30 837000000 256QAM 8.500 31 40.946 31 843000000 256QAM 8.400 32 40.366 32 279000000 256QAM 4.900 1 40.366

OFDM Downstream Overview Receiver FFT type Subcarr 0 Frequency(MHz) PLC locked NCP locked MDC1 locked PLC power(dBmv) 0 4K 275600000 YES YES YES 5.699997 1 NA NA NO NO NO NA

Upstream Overview Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth 1 36996000 ATDMA - 64QAM 29.250 8 6400000 2 25300000 ATDMA - 64QAM 29.250 6 3200000 3 22100000 ATDMA - 64QAM 29.250 5 3200000 4 30596000 ATDMA - 64QAM 34.000 7 6400000

OFDM/OFDMA Overview Channel Index State lin Digital Att Digital Att BW (sc's*fft) Report Power Report Power1_6 FFT Size 0 DISABLED 0.5000 0.0000 0.0000 -inf -1.0000 4K 1 DISABLED 0.5000 0.0000 0.0000 -inf -1.0000 4K

[Ahsanalikhan]

DOCSIS WAN

This menu displays both upstream and downstream signal parameters

DOCSIS Overview

Network Access	Permitted
IP Address	7.xxx
Subnet Mask	255.255.252.0
Gateway IP Address	7.xxx
DHCP Lease Time	😧 07 H: 00 M: 00 S: 00

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	256QAM	7.300	7	40.946
2	855000000	256QAM	8.000	3	40.946
3	861000000	256QAM	8.300	4	40.946
4	579000000	256QAM	6.700	5	40.366
5	585000000	256QAM	6.900	6	40.366
6	849000000	256QAM	8.200	2	40.366
7	597000000	256QAM	7.400	8	40.946
8	603000000	256QAM	7.500	9	40.946
9	609000000	256QAM	7.100	10	40.946
10	615000000	256QAM	7.300	11	40.366
11	621000000	256QAM	7.500	12	40.366
12	633000000	256QAM	7.600	13	40.366
13	639000000	256QAM	7.600	14	40.946
14	645000000	256QAM	7.800	15	40.946
15	651000000	256QAM	7.900	16	40.946
16	657000000	256QAM	7.900	17	40.946
17	663000000	256QAM	7.900	18	40.366
18	669000000	256QAM	7.600	19	40.946
19	675000000	256QAM	7.600	20	40.366
20	681000000	256QAM	7.800	21	40.366
21	687000000	256QAM	7.900	22	40.946
22	693000000	256QAM	8.100	23	40.946
23	699000000	256QAM	8.000	24	40.946
24	705000000	256QAM	8.000	25	40.366
25	711000000	256QAM	7.900	26	40.366
26	717000000	256QAM	8.300	27	40.366
27	723000000	256QAM	8.300	28	40.946
28	825000000	256QAM	9.000	29	40.946
29	831000000	256QAM	8.600	30	40.946
30	837000000	256QAM	8.500	31	40.946
31	843000000	256QAM	8.400	32	40.366
32	279000000	256QAM	4.900	1	40.366

OFDM Downstream Overview

Receiver	FFT type	Subcarr 0 Frequency(MHz)	PLC locked	NCP locked	MDC1 locked	PLC power(dBmv)
0	4K	275600000	YES	YES	YES	5.699997
1	NA	NA	NO	NO	NO	NA

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	36996000	ATDMA - 64QAM	29.250	8	6400000
2	25300000	ATDMA - 64QAM	29.250	6	3200000
3	22100000	ATDMA - 64QAM	29.250	5	3200000
4	30596000	ATDMA - 64QAM	34.000	7	6400000

OFDM/OFDMA Overview

Channel Index	State	lin Digital Att	Digital Att	BW (sc's*fft)	Report Power	Report Power1_6	FFT Size
0	DISABLED	0.5000	0.0000	0.0000	-inf	-1.0000	4K
1	DISABLED	0.5000	0.0000	0.0000	-inf	-1.0000	4K

***Removed private information***

[RogersTim]

Hey @Ahsanalikhan,

Welcome to the Rogers Community Forums and thanks for your first post!

Where you rely on your internet for work, I can understand wanting to get it working at 100%, so let's see what we can find. Thanks for providing your signal levels, they all look okay. Are you noticing any pattern to the disconnects, such as a time of day?

If you send us a PM to @CommunityHelps we can further test your connection and area. 

If you are not familiar with our Private Messaging system please Click Here.

RogersTim

[Ahsanalikhan]

tech was out this morning , wasnt able to resolve the issue

However, he did installed the splitter which I'm unsure why when the connection is straight from modem to outside box

I'm running continuous ping test to google and seeing significant number of time outs every minute for 4-5 secs

I work from home and heavily rely on consistent internet service 

[RogersMoin]

Hello, @Ahsanalikhan.

Thank you for the update, it's crucial to have a stable Internet, especially if you are working from home. It's disappointing that the Internet is still intermittent after the tech's visit. 

Please feel free to PM us, as suggested in the previous message.

Cheers,

RogersMoin

[Camael1]

Hitron router displays multiple DOCSIS Event log displaying critical errors and package Loss

Hello, for the last few days I've been dealing with my Hitron router randomly rebooting. This is not the first time this happens with this router, which is actually currently the third Router provided by Rogers that experiences these random reboots. 

Sometimes the router doesn't reboot and it's still gives a wireless signal but the internet is straight up not working; A few days ago my phone specifically kept getting disconnected from the modem while my other devices where working just fine; And for the last 3 days I've experienced some Package Loss in my games and I can sometimes see this package loss when I manually ping my computer to google. 

I have also noticed that I have multiple DOCSIS "critical errors" and "warning" messages.

The last time we called Rogers I got told that probably the cause of these problems where some Port-forwarding settings that I manually set up for some games but after erasing those setting and even after later resetting the router nothing has really changed.   If anyone could help me I would truly appreciated.

[Datalink]

@Camael1 @Geezup can both of you log into your modem, navigate to the STATUS .... DOCSIS WAN tab and copy the signal level table starting at the "Downstream Overview" and going all the way to the bottom right hand corner of the OFDMA section at the bottom of the table.  Ignore the data that sits above the "Downstream Overview".  That table will copy just like any other table in a document, select or highlight that entire section and right click .... copy.  Then you can paste that into a post.  Hopefully that will shed some light on the problems that both of you are experiencing.  Its possible however that very short interruptions won't be captured in that data.  If the external cable and/or connectors are old and starting to fail, that will cause short interruptions in service that will increase in frequency until the cable or connectors finally fail.  While the service is up and running, the signal levels will appear normal.  Additionally, the modem reboot will return the service back to its normal operating mode, but, the reboot won't resolve the underlying cause of the failures.  

[Camael1]

@Datalink

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 591000000 256QAM -7.700 7 35.084
2 855000000 256QAM -11.300 3 33.377
3 861000000 256QAM -11.600 4 33.487
4 579000000 256QAM -7.000 5 35.084
5 585000000 256QAM -7.000 6 35.595
6 849000000 256QAM -10.200 2 34.346
7 597000000 256QAM -7.600 8 35.084
8 603000000 256QAM -8.000 9 34.926
9 609000000 256QAM -9.100 10 34.346
10 615000000 256QAM -8.300 11 34.484
11 621000000 256QAM -7.900 12 34.926
12 633000000 256QAM -8.600 13 34.346
13 639000000 256QAM -8.100 14 34.926
14 645000000 256QAM -9.100 15 33.834
15 651000000 256QAM -8.900 16 33.957
16 657000000 256QAM -8.300 17 34.926
17 663000000 256QAM -8.900 18 34.346
18 669000000 256QAM -9.100 19 33.834
19 675000000 256QAM -8.300 20 34.484
20 681000000 256QAM -8.800 21 34.484
21 687000000 256QAM -9.100 22 34.484
22 693000000 256QAM -8.100 23 35.084
23 699000000 256QAM -8.200 24 35.084
24 705000000 256QAM -9.400 25 34.346
25 711000000 256QAM -9.500 26 34.346
26 717000000 256QAM -9.900 27 33.487
27 723000000 256QAM -10.600 28 32.585
28 825000000 256QAM -10.000 29 34.926
29 831000000 256QAM -10.100 30 34.484
30 837000000 256QAM -10.800 31 34.346
31 843000000 256QAM -10.200 32 34.484
32 279000000 256QAM -3.100 1 35.595
OFDM Downstream Overview
Receiver FFT type Subcarr 0 Frequency(MHz) PLC locked NCP locked MDC1 locked PLC power(dBmv)
0 4K 275600000 YES YES YES -2.299999
1 NA NA NO NO NO NA
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 38596000 ATDMA - 64QAM 38.250 6 3200000
2 30596000 ATDMA - 64QAM 35.500 4 6400000
3 23700000 ATDMA - 64QAM 34.250 5 6400000
OFDM/OFDMA Overview
Channel Index State lin Digital Att Digital Att BW (sc's*fft) Report Power Report Power1_6 FFT Size
0 DISABLED 0.5000 0.0000 0.0000 -inf -1.0000 4K
1 DISABLED 0.5000 0.0000 0.0000 -inf -1.0000 4K

[Camael1]

@Datalink 

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	256QAM	-7.700	7	35.084
2	855000000	256QAM	-11.300	3	33.377
3	861000000	256QAM	-11.600	4	33.487
4	579000000	256QAM	-7.000	5	35.084
5	585000000	256QAM	-7.000	6	35.595
6	849000000	256QAM	-10.200	2	34.346
7	597000000	256QAM	-7.600	8	35.084
8	603000000	256QAM	-8.000	9	34.926
9	609000000	256QAM	-9.100	10	34.346
10	615000000	256QAM	-8.300	11	34.484
11	621000000	256QAM	-7.900	12	34.926
12	633000000	256QAM	-8.600	13	34.346
13	639000000	256QAM	-8.100	14	34.926
14	645000000	256QAM	-9.100	15	33.834
15	651000000	256QAM	-8.900	16	33.957
16	657000000	256QAM	-8.300	17	34.926
17	663000000	256QAM	-8.900	18	34.346
18	669000000	256QAM	-9.100	19	33.834
19	675000000	256QAM	-8.300	20	34.484
20	681000000	256QAM	-8.800	21	34.484
21	687000000	256QAM	-9.100	22	34.484
22	693000000	256QAM	-8.100	23	35.084
23	699000000	256QAM	-8.200	24	35.084
24	705000000	256QAM	-9.400	25	34.346
25	711000000	256QAM	-9.500	26	34.346
26	717000000	256QAM	-9.900	27	33.487
27	723000000	256QAM	-10.600	28	32.585
28	825000000	256QAM	-10.000	29	34.926
29	831000000	256QAM	-10.100	30	34.484
30	837000000	256QAM	-10.800	31	34.346
31	843000000	256QAM	-10.200	32	34.484
32	279000000	256QAM	-3.100	1	35.595

OFDM Downstream Overview

Receiver	FFT type	Subcarr 0 Frequency(MHz)	PLC locked	NCP locked	MDC1 locked	PLC power(dBmv)
0	4K	275600000	YES	YES	YES	-2.299999
1	NA	NA	NO	NO	NO	NA

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	38596000	ATDMA - 64QAM	38.250	6	3200000
2	30596000	ATDMA - 64QAM	35.500	4	6400000
3	23700000	ATDMA - 64QAM	34.250	5	6400000

OFDM/OFDMA Overview

Channel Index	State	lin Digital Att	Digital Att	BW (sc's*fft)	Report Power	Report Power1_6	FFT Size
0	DISABLED	0.5000	0.0000	0.0000	-inf	-1.0000	4K
1	DISABLED	0.5000	0.0000	0.0000	-inf	-1.0000	4K

[Camael1]

Hopefully this helps explain what the problem is.