Home Internet without a Gateway got disconnected

[omegagusto]

Hello community, 

I've recently moved my services back to Rogers. This time, they give me a big box called GATEWAY. 
Since I have my devices [3rd party] set up running for years without issue and I do not want to copy my dhcp table form my current router, I keep the GATEWAY in the original box. 
After a few weeks, my internet was down. I had to follow the instructions of the tech running up and down my home to have my internet restored. They keep asking me for my GATEWAY. It seems they only trained around the GATEWAY. 
By unplug the modem, the router, my internet was restored last time. Which was end of December. 
Last night around 1 am, my internet was down again. I quickly checked all my devices and everything was fine. No power outage. All devices were powered and connected, and all lights indicated good states. 
 I had to call technical support again and they asked me for my GATEWAY again. I had to explain my sistuation again and again to the tech. 
The tech were able to reset their end and I had to power off my modem. Then I am online again.
My obsevations are:
1. No changes to any of my devices. They are good for years and are still good.
2. My router is always online. I can connect and disconect to get a correct ip address from the server all the time. 
3. I can not ping any server on the internet.  Which means, I am disconnected. 

I asked the tech to put a note on their end so that they won't check my GATEWAY since I am not using it. Having interruputions during the night is not fun. 

Any suggestions? Thanks!

[RogersCorey]

Hello @omegagusto!

Please understand that we only support our gateway modem directly, we do not support any issues that may result from third party routers. 

If you contact us with network problems and you have your own router bridged to our gateway modem, then one of our first troubleshooting steps is to remove your router, unbridge the gateway and see if the issue remains when you're directly connected to our gateway modem.

If you have fibre to the home with an ONT and you have chosen to connect a third party router directly to the ONT while leaving the gateway entirely disconnected, you are using an unsupported setup. It may function but we do not support this kind of setup as our diagnostic tools interact directly with our gateway modem only.

Under such circumstances, our first troubleshooting step will always be a request to connect the gateway modem so that we can use our tools to test your connection.

Should you be having issues with this setup and you do not want to connect your gateway modem, you'll have to contact your router manufacturer for troubleshooting support.

~RogersCorey