Ignite Internet Constant Disconnects (Not Signal Related) - Please comment Moderators / Experts!

[Gizmobiaritz]

Hello Forum,

Thank you for reading.

I am DESPERATE, can anybody, please, make any suggestions or provide any advice?

I live in Woodbridge (Vaughan, Ontario) Major Mackenzie and Weston Road area.

Just as other members on this forum, I have had Rogers Cable Internet service for 21 years - with maybe 10 disconnect a year, if ever.

3 months ago, I was switched to Ignite (1.5 GB), and as you might have guessed, it has been a nightmare.

Modem is in default, standard mode, no settings changed.

Timeline:

1. April 13 - Got modem, Arris XB7, disconnected 2 to 3 times a day - with "Missing Required Option 82" and "24" errors in system log
2. 1 Week Later - Tech came to the house and checked signals, all good and changed some cable ends as a preventative measure, nothing changed – still disconnects.
3. Another week Later: A second tech came and noticed that my Flaps (the amount of times the modem disconnects from the Node) is 247 - this should be single digits or "0". They changed the modem to a Technicolor XB7.
4. Everything worked for about 3 to 4 weeks - no disconnects.
5. On July 11th, disconnects came back with a vengeance. Absolutely no errors in system log, of any kind.

Since that time I have spent 50+ hours with tech support, this is what they saw:

Tier 1 support saw, on their end (while modem was connecting and disconnecting):

• Area out of Spec
• Multiple disconnects on my line with Flaps between 80 and 300
• Rolling disconnects in my area where 5 addresses go “off line” and when they re-connect, another 5 go off line

Tier 2 (Managers) saw (while modem was connecting and disconnecting)

• Are out of Spec
• RF issues

For everything above, the Technical team send “Tickets” to the “Back End” team to resolve the problems.

Every ticket was closed with “There is no problem” or “we could not find the problem”, all while my connection is still unstable.

On Friday the July 21st – A Rogers Experienced Technician came to the house and checked the Green box outside the house (not Node, just the splitter for the street), he found “Echo on all frequencies” and sent an escalated ticked to the Maintenance team to fix this issue.

As of Today, that Maintenance ticked has not been addressed – I still have disconnects. Talked to 3 managers about the ticket, initially they said it was closed, now they said it is still open (I don’t know what to believe)

Right now, I just got off the phone with Rogers Tier 2 Support (to check status of maintenance ticket) – They see RF issues with the account, still, and Flaps in the high 200s.

My issue is that Tier 1 and 2 support see the problems I have – yet all the departments they send these tickets to – close everything, without taking any action or fix anything – How is that possible?

Can anybody from Rogers chime in as to how can Tier 1 and 2 see these issue, and no body else can? – clearly my connection is not stable and has problems.

Can any techs out there make any suggestions as to what I can ask or recommend for them to look at ?

I work from home and the internet is my lively-hood and sadly this issue is extremely draining and it is looping to no end.

Thank you in advance for your time.

[Gizmobiaritz]

In the event anybody wants to see my signals, they are:

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651 MHz

279 MHz

849 MHz

855 MHz

861 MHz

579 MHz

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591 MHz

597 MHz

603 MHz

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615 MHz

621 MHz

633 MHz

639 MHz

645 MHz

657 MHz

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681 MHz

687 MHz

693 MHz

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705 MHz

711 MHz

717 MHz

723 MHz

825 MHz

831 MHz

837 MHz

843 MHz

920 MHz

350000000

920000000

40.2 dB

39.7 dB

41.0 dB

40.9 dB

40.9 dB

39.8 dB

39.6 dB

39.0 dB

39.4 dB

39.7 dB

40.0 dB

39.9 dB

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40.0 dB

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40.6 dB

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40.9 dB

41.0 dB

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38.7 dB

41.0 dB

0.5 dBmV

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1.7 dBmV

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-1.5 dBmV

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0.6 dBmV

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4.7 dBmV

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256 QAM

256 QAM

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OFDM

OFDM

OFDM

IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type

1	2	3	4	5
Locked	Locked	Locked	Locked	Locked
21 MHz	25 MHz	32 MHz	38 MHz	42 MHz
2560	5120	5120	5120	0
40.3 dBmV	40.3 dBmV	40.5 dBmV	40.5 dBmV	4200000.0 dBmV
QAM	QAM	QAM	QAM	OFDMA
TDMA_AND_ATDMA	ATDMA	ATDMA	ATDMA	TDMA

IndexUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords

1	2	3	4	5	6	7	8	9	10	11	12	13	14	15	16	17	18	19	20	21	22	23	24	25	26	27	28	29	30	31	32	33	34
842815184	803400962	803407763	803415852	803419349	803431789	803438857	803446333	803454091	803461992	803514403	803516381	803525201	803531726	803539275	803548330	803556676	803563758	803570483	803579906	803627563	803634843	803642514	803649715	803656047	803663997	803671969	803679044	803687341	803694752	803705381	803703488	938690463	842815184
488413978	63	0	0	0	48	27	84	44	44	26	47	31	2	21	30	32	30	38	1	5	13	43	32	20	140	31	10	5	5	28	0	930668947	488413978
4779	30	0	0	0	0	0	2	0	0	0	0	0	0	0	0	0	0	28	0	0	0	1	0	0	394	0	0	0	0	2	0	15296	4779

[-G-]

@Gizmobiaritz  Your power levels and SNR are all fine.  From the stats that you posted, the only sign of problems that I can see is that you have a lot of uncorrecctable codewords errors on your OFDM channels.

Rogers is currently in the process of upgrading old analog fibre nodes with next-gen DAA / R-PHY nodes.  My area got "upgraded" in March and soon after the cut-over, they made a configuration change that took my entire neighbourhood down for several days.  It was a mess.  Given that you have an SNR that is better than 40 dB, I suspect that your node got upgraded as well.  The problem with the new tech is that it is still not entirely stable, so I think the timing of your upgrade to the 1.5 Gigabit plan and the stability issues that you are now seeing is just a coincidence.  Things are better for me now but there are still ongoing issues.

As for your stability issues, this isn't something that the normal, everyday Rogers field tech will be able to solve.  If the problems are what I suspect they are, I don't think that this is something that even the Maintenance techs can fix.  At least the people who you have been speaking with are being candid and are acknowledging the problem.  As for your escalation tickets getting closed, I think it's an indication that this is a "vendor issue", not something that the Rogers techs and support teams can resolve on their own.

[Gizmobiaritz]

Hi Resident Expert -G-

Thank you very much for the response !!!! May I please ask you a few more questions :

Tier 1 support tells me that only my line shows 200+ flaps, where my neighbors do not, and are in the single digit range - would this scenario make sense with the Node upgrade you mentioned above ?

Update: Every time I call (now , this week) they are telling me that only my line shows RF problems, but not the street, at least not any more. 

95% of my disconnects are between the hours of 8AM and 6PM Weekdays ONLY, almost never on the weekends - the weekends are always stable (I think I had 1 or 2 disconnects on the weekend in 3 months) - Does this mean the Vendor is working on the line ?

Is there a procedure to fix  the codewords errors on the OFDM channels ? Can this be done to improve stability ?

Thank you for your time !

[-G-]

@Gizmobiaritz  I don't have any inside information into any of issues that Rogers is dealing with internally.  I only know what I see happening in my area and what I hear is happening with vendors in the industry.  I don't know what Rogers is doing in your area or what configurations they may (or not) be experimenting with.  The channel configuration shown in your stats is different from mine; I only have one downstream OFDM channel active.

As for why your line is (apparently) flapping more than your neighbours, I have no idea.  (Your signal levels look fine.  Did they ever try replacing your Ignite Gateway?)  That all of you are seeing instability, to some extent, is still not good.

FYI, you are not seeing anything in your logs because the Ignite gateways are configured to hide critical and severe errors; we can only see (at most) informational messages, which are absolutely useless.  We don't have any visibility into any network problems; not with Wi-Fi, the LAN or RF/WAN.

Regarding the uncorrectable errors on your downstream OFDM channels, that's probably  either due to noise ingress or Rogers using too high a modulation for your cable plant; or possibly an equipment issue.  That is something that Rogers needs to troubleshoot and resolve.  The only thing that you can do is to keep the coax run inside your home to the modem as clean as possible -- eliminate amplifiers and splitters and ensure that you are not getting noise ingress into any of the F-81 couplers (including wall outlets) on the signal path.  If your Ignite gateway is plugged into a power bar, try plugging the gateway directly into the wall and eliminating the power bar.  (If the power bar's internal circuitry is going bad, it could be emitting noise and potentially causing all sorts of weird problems.)

It's interesting that you typically see the most instability on weekdays during business hours.  I don't know what to read into this.  Unless it is an emergency, Rogers normally does their maintenance (or anything that could disrupt service) overnight.  Again, your instability could be due to a problem with noise ingress; something outside your home... something that is only happening during normal business hours.

[Gizmobiaritz]

@-G-  Thank you !

I will continue to talk to  Rogers and will update this thread if a resolution is achieved.

Thank you again for your time and answers.

[daniellager]

I'm having the same problems, many disconnects per day. Either intermittent freezes for a couple seconds or the full internet will go down for like 1-2 min at a time- both Ethernet and wifi connected. I had these same issues when I had an old modem, upgraded to ignite services and it seems to be worse now.
I've had 3 techs over who all tried different things (changing coax connectors, checking green box and where my lined was plugged, resetting signals levels) but later that day or next day same dropping connections. It's worse after 2pm and late at night but sometimes it's all day.

When the internet drops the light on my modem stays the same, always white. No error logs as far as I can see either. 

[DAJ3]

I am in the same boat: multiple instances of losing the internet connection most days. There does not seem to be a discernable pattern, although we generally use our TV and computers in the mornings and evenings, so we would be unaware of any dropped connections during the afternoons.

[RogersJermaine]

Hi @daniellager & @DAJ3,

We appreciate the detailed responses and thank you both for your patience. Intermittent issues can be difficult to pinpoint, but we can certainly continue to work towards a resolution. Feel free to send us a private message to @CommunityHelps so we can assist you further. For more information on how our private messaging system works, please check out our blog.

Thank you for your participation in the Community!

RogersJermaine

[Joe196969]

I am having the same issues in 2024