@Camael1 you have some channel signal levels below -10 dBmV, which is Rogers cut off point to send a tech. Call tech support and ask the Customer Service Rep to run a signal check on your modem. It should fail automatically. Also advise the CSR that you're experiencing service drop outs. The signal check failure should result in the CSR arranging for a tech visit at your convenience. When that is done, please repost the signal levels. Sometimes this takes more than one visit, and perhaps the issue is beyond the local external cable, further upstream towards the Cable Modem Termination System, which the modem is connected to for modem control and data services.
Hello, @ASimkins.
Thank you for posting your concern in the Community. The downstream levels are a little high, but within the specs and it should not cause disconnections. Did you notice the modem rebooting when the Internet drops?
We can run a few tests on your connection to determine the root cause of the issue. Please send us a private message at @CommunityHelps. You can find details about our private messaging in this blog.
Cheers,
RogersMoin
Hey @Callalili!
No worries at all! In this circumstance I don't think logs would be necessary for you. Seeing such consistent intermittency with your internet is likely to drive anyone nuts, and as a gamer myself I feel your son's pain in that regard. There's certainly a few things we can confirm with you to assist further and identify what's causing this :). Could you confirm the following for me?
Are you connecting with a wired or a WiFi connection?
If WiFi does the name of the WiFi network you're connecting to end in "-5G"?
When your son is gaming and the connection stops working, are all other devices affected?
When you had the technician scheduled did they provide you with any indication of what the issue may be?
Let us know how the visit goes as well!
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RogersTony
Are you able to log into the modem, and pull up the signal levels, and post them here?
That may show some key to whats happening.
Other than that.. may be something more downstream thats happening.
@vwzh you have some type of external cable and/or connector problem on the go. Disconnecting the cable or restarting the modem will temporarily resolve the issue, but, it won't resolve the underlying problem. Call tech support and ask the Customer Service Rep to run a signal check on your modem. It might pass, it might not if the modem is up and running. Since we haven't seen the signal levels as suggested by @Gdkitty , it will be a pass or not pass situation at this point. Advise the CSR that your having service drop outs. Depending on whether or not the test passes, the CSR might arrange for a tech visit to inspect the cable and connectors. At the end of the day, you need a tech.
If the test passes and the CSR does nothing at this point, when you encounter a service drop out once again, don't restart the modem or disconnect/connect the cable. Leave the modem as is and call tech support as indicated above. This time, the test will fail and the CSR will arrange for a tech visit.
@neropl sounds like you have an external cable and/or connector problem. Can you log into the modem, navigate to the STATUS .... DOCSIS WAN tab and copy the Downstream Overview table, all the way to the bottom of the Upstream Overview, or the OFDM/OFDMA section on the bottom, depending on which modem you have.
If you have a black upright CGN3xxxxx Hitron modem you'll only have the Downstream and Upstream Overview. If you have a white Hitron CODA-4582 modem, you'll have a Downstream Overview section, OFDM section, Upstream Overview and the bottom OFDM/OFDMA section. In either case, I'd like to see the entire table.
Hightlight or select that entire table, right click ..... Copy. Then start a new post, right click .... paste. That entire table should paste into the post.
Lets have a look at the signal levels and go from there. Whenever you do call tech support about this issue, ensure that the Customer Service Rep understands that you lose everything, internet, Home Phone and TV services. There's no doubt that there is an issue, but, those disconnects can occur so fast that they won't who up in the signal levels. If the signal levels are down on the downstream side, and up on the upstream side, that's an indication of cable and/or connector problem.
@neropl can you also confirm what firmware version is loaded. That's shown on the STATUS page under "Software".
Fwiw your DOCSIS 3.0 downstream levels aren't too bad, but, there's a definite signal loss in the lower 500 Mhz range. That's important as the OFDM channel operates in that range, running from 275.6 Mhz, up to 467.6 Mhz. In theory, the entire signal range, from 200 Mhz up to 1 Ghz should be at 0 dBmV. So, your upper 500 Mhz range isn't too bad, but there is a ramp up from 200 Mhz up to 500 Mhz. That is also reflected in your upstream levels which are also DOCSIS 3.0 channels. Normally they run in the 30 to 32 dBmV range, but yours are up around 40 to 42 dBmv, still well within spec, but above their normal range.
Ok, so, looking at those levels, one wouldn't expect disconnects of the type that you're experiencing. The one problem here is that the OFDM downstream section doesn't contain enough information to asses the health of the DOCSIS 3.1 OFDM channel. Tech support has access to that information however.
When you have time, call tech support and ask the CSR to run a signal check on the modem. Ask specifically if the OFDM parameters are within spec, and ask for the OFDM QAM level, the signal level and signal to noise ratio. I'd like to know where that QAM level is currently sitting. The QAM encoding range is 64 on the bottom, ranging up to 1024 at the top. The modem should be running 1024, but, I don't know what effect the signal ramp has on the QAM level.
Ok, so, there's a little homework to do. When and if you ask for a tech visit, ask for a senior tech, which is a Rogers tech instead of a contractor tech. If you've had two contractor tech visits already, and it sounds like you have, then you should be able to request a Senior tech.
Personal opinion, if the Customer Service Rep asks you to swap modems again, respectfully decline the request as you've already done numerous swaps and that hasn't fixed the problem, so, obviously, by this point, the modem isn't the problem. The low failure rates for these modems don't support the CSR's automatic request to swap modems, so it does nothing but aggravation to the situation.
Edit: When these disconnects occur, are they long enough that you would have time to call tech support via cell phone, assuming of course that you're also running a Rogers Cell phone? Or, are these just fact disconnects, down and then back up and running again?
It sounds like there is a cable and/or connector problem, and if that is the case, this can be very frustrating. It would be much simpler if the cable or connector simply failed once and for all, as it would be much easier to diagnose. If the disconnects are long enough that you can get in touch with tech support, that's the best time to call, when the problem is ongoing.
There is also the possibility that there is some type of noise problem in your neighbourhood, which is also hard to track down. That's usually caused by someone connecting a device to their cable system that shouldn't be connected. That device backfeeds some signal (aka, noise) into the neighbourhood cable system, making life miserable for all concerned. If, when you're talking to tech support, ask the CSR to check the historical noise records to see what shows up.
It shouldn't matter which service that you report as a failure, the CSRs should be looking at everything if you're indicating that everything goes down.
Alright, it looks like you're getting nowhere with tech support. I see that @RogersAndy is on tonight. I'll ask him to contact you via message so that you can forward your account details to him. Look for a number overlaying your avatar in the upper right hand corner when you're logged into the forum. That will indicate a mention or possibly a message. Follow that avatar. It serves as a link to your personal page and message inbox and outbox. Follow the links down to the inbox and respond to Andy's message. He should be able to arrange a tech visit with a Senior Tech and get the ball rolling.
Edit: ok, I've sent a message to @RogersAndy asking him to send you a message so that you can respond to him with your account details.
Hey @neropl!
Sorry to hear this issue has been so consistent for you! Constant intermittency is certainly something I've a lot of experience working with and I'll do what's needed to get to the bottom of this for you. At your convenience send us a PM @CommunityHelps. For more information on our PM system you can check out our Blog.
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