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Intermittent Disconnecting and Reconnecting

CiscoVo
I've been here awhile

I'm an existing Rogers customer, maybe for 10+ years so we got the switch over to Rogers Ignite quite late (about a month ago). Switched from the legacy modem and red tv-box to the XB7 White Modem Router and the Tiny Black Wifi TV Box.

 

Right after the switch in the hardware, we also switched from the 200down to 500down plan. The new speeds were incredible and worked as advertised, minus the stability. The old modem router rarely pooped itself, but after switching to the new one we've had disconnects and high ping spikes on all devices in the household, both wired and unwired.

 

At that time we called Rogers Tech Support, they inspected the line coming into our home and said it was old and outdated, so they changed our line immediately on the outside the same day (it was real fast). Then they checked our signal using a measurement device and said it was low, and that there was some work being done in the neighborhood. Okay, that was reasonable so I adhered to the tech support's advice by waiting out 10 days until that "fix" was done. I checked every day on the rogers tech support website via the Chat Agent named "Anna"; Anna told me daily that I wasn't the only one experiencing these technical issues and that I should wait and check back later for my issues to be resolved. After like 2.5 weeks (way more than 10 days by the way) it was finally resolved according to Anna, was it resolved? Not at all. So we call in tech support again to replace our modem router just in case. They did it as per request and scratched their heads because our signals were "fine". This was like 3 tech support visits in with 0 solutions, I don't really blame them cause they only know what they're trained. But from a customer standpoint, I can't attend my remote work calls without being dropped, my TV freezes all the time, my family's phone connection drops. Really frustrated, and nobody can solve our problems.

 

Anybody here have similar issues? and perhaps solutions?

 

*Added Labels*

 

87 REPLIES 87

Re: Intermittent Disconnecting and Reconnecting

Greetings @djbustar1!

 

I am sorry to hear that you're experiencing these ongoing issues. In your other post, you mentioned error 03117 but that is an incomplete error code.

 

Are you getting Ignite TV Error Code: RDK-03117 or XRE-03117?

 

Regards,

RogersCorey

Re: Intermittent Disconnecting and Reconnecting

DayPol
I plan to stick around

We switched from legacy to ignite on Aug 27. The issues we have been having have nothing to do with our house. Rogers technicians checked everything, and I mean everything. They confirm since it wasn't just our house, and it never is, I go and check with my neighbours, and it's always our entire street and two sides streets, that the problem is Rogers main due to new equipment that was installed. Our area is not supposed to go below 32 as when it does, we all lose our email, internet, landlines, and tv.  It was no surprise to me to see what happened on Tues. this week, given the work Rogers was doing in the neighbourhood, installing more new stuff? Now whether they had to take us down in our area for the installations, or whether the installations, caused us to go below 32 again, or whether it's coincidental, it would seem to me that there must be upper and lower control limits in place and when an area is within 5 of the lower limited, an alarm should go off so it can be adjusted before the area goes down. With the high end computer technology Rogers has these days, this should be possible. An occasional (not daily) going down for a few seconds here and there is one thing, but taking folks down for nearly the entire day is a huge problem! 

Re: Intermittent Disconnecting and Reconnecting

Hello, @DayPol

 

Thank you for posting your concern to the community.

 

I can understand how disruptive it is when your service goes down especially if it has been down for a long time. Are you still experiencing an issue with your service? If there was work being done in your area you should notice an improved connection once the service has been restored.

 

Please let us know if issues are persistent. 

 

RogersTony

Re: Intermittent Disconnecting and Reconnecting

DayPol
I plan to stick around

It's Sun Jan 29 and our neighbourhood was down again today, 11:53 to 1: 39 for Internet and Telephone, and TV took another 6 min. to come in after Internet returned. Again area wide issue as confirmed with neighbours.I sure hope this doesn't happen on Super Bowl Sunday (Feb 12)

Re: Intermittent Disconnecting and Reconnecting

DayPol
I plan to stick around

Wow we were doing so good from Jan 27 to Feb 28, and then March hit! Once again our neighbourhood is having a terrible experience. Thur Mar 2 it started just after 9 pm with us down for several hours, Fri morning up and down, and some shorter episodes thru the day, then Sat seemed okay but then around 4 pm there we went again, up and down several times, and then Sunday (today) has been terrible we went down at least a dozen times today, not long, but interrupting shows, internet, email, and third party aps and Ignite TV. This is just ridiculous. Have to assume that when Mar 1 hit, somebody at main allow our area to drop below 32 again and cause these issues. I certainly hope this doesn't continue. It's disappointing. As the other reports, it was not isolated to our house. Now here's another thing that's funny, My Rogers says to set up to receive emails when there are service outages in our area. But how on earth would we see the email since we would not have internet and could not receive our email. 

Re: Intermittent Disconnecting and Reconnecting

Hello @DayPol, I can imagine how inconvenient connectivity issues can be. Please reach out to us via PM @CommunityHelps for troubleshooting purposes.

 

 

 

RogersZia

Re: Intermittent Disconnecting and Reconnecting

DayPol
I plan to stick around

It's the same issue in our neighbourhood that's been going on since Aug 2022. It's always multiple houses ovrer two adjoining streets, and the issue is always at Rogers's main. Rogers team has already checked everything inside and outside my house, and since so many neighbours have the same issue at the same time, it's not specific to any one house but an issue at Main. Rogers continues to be digging up stuff in the neighbourhood too even though it's winter, so they are probably trying to replace lines, but when they replaced the lines in our area, they set them wrong they are not suppose to go below 32 as when they do, we get disconnected affecting many houses. 

Re: Intermittent Disconnecting and Reconnecting

sumo_stallion
I've been around
It's been intermittently dropping since around Superbowl... worse now... dozens of times per day .... unacceptable.

Re: Intermittent Disconnecting and Reconnecting

@sumo_stallion what modem do you have?  Rogers modem can be seen on the following page:

 

https://www.rogers.com/support/internet/setup-install

 

Can you log into your modem and navigate to the signal data:

 

If you have a Gen 1, 2, or 3 modem as seen on the left of that page, navigate to Gateway >> Connection >> WAN Network (?).  On that page you should see three data tables, downstream, upstream and codewords.   Please copy those tables and paste them in to a post.  To copy the tables, one at a time, place your curser just ahead of the first character in the table.  Hold down the shift key and scroll down and to the right until the curser is sitting just after the last character in the table.  Release the shift key and with the data still selected, use Ctrl c to copy the data.  In a new post, use Ctrl v to paste in the data.  Please do that for all three tables.  You can use the keyboard arrow keys to scroll down and to the right to the end of the table. When you paste the data into a post, since the tables are all horizontal, the forum software will automatically generate a scroll bar at the bottom of the post so that people who are looking at your post can scroll right to see all of the data. 

 

 

If you have a Hitron modem, as seen in the right hand three modems, navigate to the STATUS .... DOCSIS WAN tab.  Place your curser just in front of the Downstream Overview line, hold down the shift key and scroll down and to the right until your curser is sitting just after the last character in the very bottom table.  There are multiple tables on that page.  Keep scrolling down the end of the very bottom table.  With those tables selected, release the shift key and use Ctrl c to copy the data.  Use Ctrl v to paste the data into a post.  

 

In both cases, the end result should be a set of tables that look like the tables in the modem's user interface.

Re: Intermittent Disconnecting and Reconnecting

nugpot
I plan to stick around

Going to chime in here.   We've been having the same issue for the last few months.   On several occasions you can see the Ignite Gateway actually drop the connection and reobtain it.   I find the logs very lacking since they won't show other than today.  I've started logging the outages when I'm made aware of them by remote workers. in the house.

Re: Intermittent Disconnecting and Reconnecting

@nugpot what modem do you have? Rogers modems can be seen on the following page:

 

https://www.rogers.com/support/internet/setup-install

 

Can you log into your modem and navigate to the signal data:

 

If you have a Gen 1, 2, or 3 modem as seen on the left of that page, navigate to Gateway >> Connection >> WAN Network (?). On that page you should see three data tables, downstream, upstream and codewords. Please copy those tables and paste them in to a post. To copy the tables, one at a time, place your curser just ahead of the first character in the table. Hold down the shift key and scroll down and to the right until the curser is sitting just after the last character in the table. Release the shift key and with the data still selected, use Ctrl c to copy the data. In a new post, use Ctrl v to paste in the data. Please do that for all three tables. You can use the keyboard arrow keys to scroll down and to the right to the end of the table. When you paste the data into a post, since the tables are all horizontal, the forum software will automatically generate a scroll bar at the bottom of the post so that people who are looking at your post can scroll right to see all of the data.

 

 

If you have a Hitron modem, as seen in the right hand three modems, navigate to the STATUS .... DOCSIS WAN tab. Place your curser just in front of the Downstream Overview line, hold down the shift key and scroll down and to the right until your curser is sitting just after the last character in the very bottom table. There are multiple tables on that page. Keep scrolling down the end of the very bottom table. With those tables selected, release the shift key and use Ctrl c to copy the data. Use Ctrl v to paste the data into a post.

 

In both cases, the end result should be a set of tables that look like the tables in the modem's user interface.

Re: Intermittent Disconnecting and Reconnecting

nugpot
I plan to stick around

Hey Datalink!

It's a Technicolor CGM4331COM

 

 

Downstream:

 

IndexLock StatusFrequencySNRPower LevelModulation

19
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
20
21
22
23
24
25
26
27
28
29
30
31
32
33
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
669 MHz
303 MHz
849 MHz
855 MHz
861 MHz
579 MHz
585 MHz
591 MHz
597 MHz
603 MHz
609 MHz
615 MHz
621 MHz
633 MHz
639 MHz
645 MHz
651 MHz
657 MHz
663 MHz
675 MHz
681 MHz
687 MHz
693 MHz
699 MHz
705 MHz
711 MHz
717 MHz
723 MHz
825 MHz
831 MHz
837 MHz
843 MHz
350000000
38.8 dB
38.5 dB
38.2 dB
38.1 dB
38.0 dB
39.0 dB
38.8 dB
38.9 dB
38.9 dB
38.9 dB
39.0 dB
38.9 dB
39.0 dB
39.4 dB
39.3 dB
39.2 dB
39.0 dB
39.1 dB
38.6 dB
38.5 dB
38.5 dB
38.6 dB
38.6 dB
38.7 dB
38.4 dB
38.6 dB
38.7 dB
38.7 dB
38.4 dB
38.3 dB
38.3 dB
38.3 dB
38.1 dB
6.8 dBmV
5.1 dBmV
6.3 dBmV
5.8 dBmV
5.0 dBmV
7.7 dBmV
7.4 dBmV
7.6 dBmV
7.6 dBmV
7.7 dBmV
7.9 dBmV
7.6 dBmV
7.3 dBmV
8.2 dBmV
7.9 dBmV
7.6 dBmV
7.5 dBmV
7.4 dBmV
6.9 dBmV
7.0 dBmV
6.7 dBmV
6.6 dBmV
6.8 dBmV
7.0 dBmV
6.5 dBmV
6.6 dBmV
6.8 dBmV
6.8 dBmV
7.3 dBmV
7.0 dBmV
6.6 dBmV
6.5 dBmV
5.4 dBmV
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM

 

Upstream:

 

IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type

Upstream
Channel Bonding Value
1
2
3
4
5
Locked
Locked
Locked
Locked
Locked
21 MHz
25 MHz
32 MHz
38 MHz
4 MHz
2560
5120
5120
5120
0
40.0 dBmV
39.3 dBmV
39.0 dBmV
39.0 dBmV
435000.0 dBmV
QAM
QAM
QAM
QAM
OFDMA
TDMA_AND_ATDMA
ATDMA
ATDMA
ATDMA
TDMA

 

Cm Error Codwords

IndexUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords

CM Error 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
3107269768
3759792823
3992475294
3992567047
3992593596
3971600724
3971673799
3992674547
3992701337
3992731480
3992816740
3992833056
3992864683
3992888954
3992904334
3992921987
3992951237
3992985440
3993004722
3993029799
3993088294
3993113037
3993137502
3993150819
3993169084
3964517454
3993226099
3993250746
3993269958
3993319551
3993379528
3993311222
3107269768
2593972388
2620
6466
5858
5714
3880
6535
6233
6707
6367
6035
5949
6934
5300
5897
6343
5568
5661
6053
5650
6026
5764
5290
5950
6213
4394
4897
5649
6435
7109
5819
5859
2593972388
194101
5318
15275
14051
14434
5381
13966
15456
16251
16136
16135
16298
16176
15230
15902
16022
15393
15251
14970
15264
16279
15425
14571
15818
15696
11811
13839
14942
15395
15524
14621
14714
194101

 

 

 

Hope this helps

 

Re: Intermittent Disconnecting and Reconnecting

Hi @nugpot.  Looking at your signal data, the following can be seen:

 

1.  The downstream QAM channels are higher than normal.  Within specs but higher than normal.  The target level is 0 dBmV.  Historically, in the 6 to 7 dBmV range, customers start to see problems with their internet service.  The modems have an operating range of +/- 15 dBmV, so they should be able to run with the signal levels that you have without any issue. 

 

The upstream QAM channels aren't too bad.  The normal range is 36 to 40 dBmV, so yours are within that range. 

 

The Orthogonal Frequency Division Multiplex (OFDM) channels don't look too bad in terms of their power levels, but, there isn't enough information presented in the modem's user interface to really determine the health of those channels.  Just as a comment, the upstream OFDM channel is running at a very low frequency.  There's no symbol rate shown for that channel which leads me to think that its not carrying any data.

 

3.  The codeword data shows a high corrected codeword count for channels 1 and 33.  Thats typical to see in these data sets.  I don't have any explanation at this point as to why that is so common.  I'll have to see if I can get an explanation from the engineering staff.  Looking at the rest of the data, you have a low number of corrected and uncorrected codewords spread across all of the channels.  That makes me think that you have some type of noise issue going on, just enough to generate a low level of corrected and uncorrected codewords.

 

On the whole, I'd say that there's nothing that jumps out as being an issue.  Certainly not big enough to cause the dropouts that you're seeing.  

 

Ok, so, can you do some checking when you have time.  I'm assuming that you're in a house.  If not please let me know.  You may already know the answer to this.  Can you have a look in the basement, specifically look at the inbound Rogers cable.  It should be connected to the modem's cable with an F-81 connector.  That connector looks like this:

 

https://www.homedepot.ca/product/ideal-3ghz-f-splice-adapter-10-pack-/1000751479

 

1.  There should not be a splitter or amplifier at that junction point.  Please let me know what you find.  

 

2.  Are you using a power bar of any type to run your equipment?  If so, please disconnect it from the wall socket and the connected equipment for test purposes.  Run the connected equipment from the wall socket, using multi-socket extension cords if necessary.  Power bars can run a very long time, but, when the metal oxide varistor found in many power bars starts to fail, it can emit Electromagnetic Interference which can kill cable data signals.  That EMI is conducted along the connected wiring and radiated into the surroundings.  So, if you're using a power bar, please disconnect it for a day or two.  A UPS should be ok.  I think that when they fail, they fail hard, and you know it.  

 

3.  If you're in a house, do you have overhead or underground cabling? 

 

4.  Do you happen to know when the cable was last changed? 

 

5.  To log the disconnects, use an ethernet connected pc to run a ping test to the Cable Modem Termination System (CMTS).  To do that use windows power shell to run a continuous ping that is recorded to a text file.  For a windows pc, go to Start ... search:  enter powershell and select Windows Powershell in the available list.

 

Run a trace to anywhere, enter:

 

tracert www.google.com

 

Assuming that the modem is running in its default Gateway mode, the first hop is the modem, the second hop is the CMTS.  Ping the second hop.  That command will probably run an IPV6 trace as IPV6 is the windows preferred addressing scheme.  To copy the second hop IP address, select the address with your curser and use Ctrl c to copy the address and paste that into notepad or text editor to keep in handy.  Once pasted in, ensure that there's no extra spaces around it. 

 

Run a ping to that address for 24 hours to determine what your losses are during the entire day.

 

At this point, start a transcript using powershell, so that you can see the ping results on the monitor and at the same time, the results will be written to text file so that you can look back and see when the dropouts occur.  That record can also be used by the tech staff to look at the CMTS side of the house.   

 

Here's a reference page for this:

 

https://community.spiceworks.com/how_to/154193-ping-with-timestamp-and-log

 

Ok, to start the transcript use: Start-Transcript -path C:/temp/PingLog.txt -Append

 

This assumes that you have a temp directory shown as c:\temp   That directory is typically buried within the Windows operating files, so, my advice is to create a test directory of some name on the C: drive that can be easily accessed.  Call it whatever you want.  That directory name will be used in the above path statement.

 

To stop the transcript use:

 

Stop-Transcript

 

To run the ping command, start the transcript first,  using the above command.  Then copy the IP address that you pasted into the text edit file.  Then enter the following ping command: 

 

Ping.exe -n 86400 right click | ForEach {"{0} - {1}" -f (Get-Date),$_}

 

That runs the ping command with 86400 pings as the number of allowed pings.

 

The right click will paste in the address of the CMTS.

 

The remaining command including the pipe symbol will generate a date times

 

You could put that together in a text editor and just copy the command, then right click to paste it into the command box.  

 

That will run for 24 hours. 

 

When the test is done, enter the transcript stop command:

 

Stop-Transcript

 

Here's an example using a 20 ping command to google:

 

Transcript started, output file is C:/temp/PingLog.txt
PS C:\Users\Test> Ping.exe -n 20 google.com | ForEach {"{0} - {1}" -f (Get-Date),$_}
2023-03-16 12:46:36 AM -
2023-03-16 12:46:36 AM - Pinging google.com [172.217.165.14] with 32 bytes of data:
2023-03-16 12:46:36 AM - Reply from 172.217.165.14: bytes=32 time=27ms TTL=115
2023-03-16 12:46:37 AM - Reply from 172.217.165.14: bytes=32 time=29ms TTL=115
2023-03-16 12:46:38 AM - Reply from 172.217.165.14: bytes=32 time=38ms TTL=115
2023-03-16 12:46:39 AM - Reply from 172.217.165.14: bytes=32 time=35ms TTL=115
2023-03-16 12:46:40 AM - Reply from 172.217.165.14: bytes=32 time=24ms TTL=115
2023-03-16 12:46:41 AM - Reply from 172.217.165.14: bytes=32 time=24ms TTL=115
2023-03-16 12:46:42 AM - Reply from 172.217.165.14: bytes=32 time=24ms TTL=115
2023-03-16 12:46:43 AM - Reply from 172.217.165.14: bytes=32 time=26ms TTL=115
2023-03-16 12:46:44 AM - Reply from 172.217.165.14: bytes=32 time=25ms TTL=115
2023-03-16 12:46:45 AM - Reply from 172.217.165.14: bytes=32 time=24ms TTL=115
2023-03-16 12:46:46 AM - Reply from 172.217.165.14: bytes=32 time=24ms TTL=115
2023-03-16 12:46:47 AM - Reply from 172.217.165.14: bytes=32 time=26ms TTL=115
2023-03-16 12:46:48 AM - Reply from 172.217.165.14: bytes=32 time=24ms TTL=115
2023-03-16 12:46:49 AM - Reply from 172.217.165.14: bytes=32 time=25ms TTL=115
2023-03-16 12:46:50 AM - Reply from 172.217.165.14: bytes=32 time=26ms TTL=115
2023-03-16 12:46:51 AM - Reply from 172.217.165.14: bytes=32 time=26ms TTL=115
2023-03-16 12:46:52 AM - Reply from 172.217.165.14: bytes=32 time=26ms TTL=115
2023-03-16 12:46:53 AM - Reply from 172.217.165.14: bytes=32 time=25ms TTL=115
2023-03-16 12:46:54 AM - Reply from 172.217.165.14: bytes=32 time=26ms TTL=115
2023-03-16 12:46:55 AM - Reply from 172.217.165.14: bytes=32 time=27ms TTL=115
2023-03-16 12:46:55 AM -
2023-03-16 12:46:55 AM - Ping statistics for 172.217.165.14:
2023-03-16 12:46:55 AM - Packets: Sent = 20, Received = 20, Lost = 0 (0% loss),
2023-03-16 12:46:55 AM - Approximate round trip times in milli-seconds:
2023-03-16 12:46:55 AM - Minimum = 24ms, Maximum = 38ms, Average = 26ms
PS C:\Users\Test> Stop-Transcript
**********************
Windows PowerShell transcript end
End time: 20230316004702

 

Ok, give that a go to see what turns up for lost packets during the day.  When you have the file available, copy the bottom test results and post them so we can see what the results look like.  To run short ping tests in the PowerShell command prompt, its the same as the Windows command prompt.  ping (some address) will run a 4 ping test.  Ping -n 100 (some address) for example will run a 100 ping test and terminate.  So, if you want to experiment with short ping tests prior to starting a day long test, by all means.  That way you'll be able to convince yourself that this actually works, prior to committing yourself to a longer test.

Re: Intermittent Disconnecting and Reconnecting

nugpot
I plan to stick around

Thanks for that info.  While I'm working on it, I'm running Obkio on my laptop.

The modem is on a UPS with a new battery.  I can disconnect it and see if it makes a difference.

This is a screenshot of the latency from yesterday.  

 

Latency.png

 

 

Re: Intermittent Disconnecting and Reconnecting

nugpot
I plan to stick around

1.  There should not be a splitter or amplifier at that junction point.  Please let me know what you find.  

No splitter or amplifier.  Cable comes in directly from outside.

2.  Are you using a power bar of any type to run your equipment?  If so, please disconnect it from the wall socket and the connected equipment for test purposes.  Run the connected equipment from the wall socket, using multi-socket extension cords if necessary.  Power bars can run a very long time, but, when the metal oxide varistor found in many power bars starts to fail, it can emit Electromagnetic Interference which can kill cable data signals.  That EMI is conducted along the connected wiring and radiated into the surroundings.  So, if you're using a power bar, please disconnect it for a day or two.  A UPS should be ok.  I think that when they fail, they fail hard, and you know it.  

Running a UPS with a new battery.

3.  If you're in a house, do you have overhead or underground cabling? 

We moved in last July and the cable has not been buried yet!

4.  Do you happen to know when the cable was last changed? 

See above

Re: Intermittent Disconnecting and Reconnecting

That graph looks pretty ugly.  What's the ping target?

 

You indicated that the cable comes in directly from the outside without any splitter or amplifier.  Does the cable enter the home in the basement and then connect to the house RG6 cable run up to the modem, or did the tech run the cable thru the wall and install a wall plate.  

 

Running a UPS is fine.  I don't expect any issues with a UPS.  

 

Brand new house?  If so, did you have it built and did you include structured wiring which is a combination bundle of RG6 for internet/cable/satellite, Cat-5e for telephones and Cat-6 for ethernet.  

Re: Intermittent Disconnecting and Reconnecting

nugpot
I plan to stick around

Hi there,

 

Ping target is AWS Montreal.

 

It's an older house.  The cable comes thourgh the wall and is coiled up and then into the modem.  No wall plate

Re: Intermittent Disconnecting and Reconnecting

Ok, somewhere in the forum are fairly recent instructions for troubleshooting.  They're basically a requirement for a trace to www.google.com and a ping test to google as well.  I'd let the ping test run for at least an hour and then post the bottom results.  Rogers won't do anything if your test results show anything less than 100 Ms for return times. And .... Rogers will only accept the text results of a ping test, ergo, my instructions to record the ping test so that you can actually submit it to Rogers if required.  I completely disagree with that policy.  

 

My personal opinion is to run a ping test to the CMTS as indicated in the above posts.  As a first step, that will determine if there are any cable issues between your modem and the neighbourhood node and any loading issues on either the neighbourhood node or upstream CMTS.  When any issues between the modem and CMTS are determined and corrected, then its time to look further afield.  Start locally, sort out all the issues, and then move further afield.

 

Once again, my personal opinion is to ping the Rogers DNS addresses:

 

Primary IPv4 DNS:         64.71.255.204


Secondary IPv4 DNS:   64.71.255.198


Primary IPv6 DNS:        2607:f798:18:10:0:640:7125:5204


Secondary IPv6 DNS:  2607:f798:18:10:0:640:7125:5198

 

The problem with using an ICMP ping is that the ping could be ignored by the server, depending on the server load, in which case I recommend a TCP/IP ping to port 53 of those addresses.  

Re: Intermittent Disconnecting and Reconnecting

nugpot
I plan to stick around

Just wanted to update you   the situation.  On Thursday (23rd), I talked to Rogers and explained the issue including the noted 24 drops.   Their solution was a hard reset to the gateway. I was assured this would work.  It did not.  Called again Friday after more drops.  This time the tech could see the drops in the log.   He sent out a tech yesterday who replaced the modem.   This took two attempts since the first one out the box was doa,   He left assuring me the [pods would come on line at the connection stabilized.   They did not.   Another call several hours later and the tech refreshed the account to the gateway.  Eventually the pods came up.  Everythings seems stable atm with Ookla showing download speeds in excess of what I pay for,  Tech on Friday stated that they overspec the speed so no compaints there.   

 

It's only been up for 16 hours or so but no correctable or uncorrectable code words so far.  We shall see what happens on Monday when the rest of the household starts working.

Re: Intermittent Disconnecting and Reconnecting

velotech
I've been here awhile

keeping on them relentlessly might take years, but they will have to fix it eventually.    Everybody still getting intermittent drops keep calling out techs. 

Re: Intermittent Disconnecting and Reconnecting

nugpot
I plan to stick around

Spoke to soon.  Lost it again but this time:

 

DHCPv6[9296]: 72001002-DHCPv6 Provision - Completed2023/3/26 12:18:39Informational
DHCPv6[9296]: 72001011-DHCPv6 - Missing Required Option 822023/3/26 12:18:38Critical
DHCPv6[9296]: 72001011-DHCPv6 - Missing Required Option 242023/3/26 12:18:38Critical
DHCPv6[9296]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Sun Mar 26 17:18:37 20232023/3/26 12:18:38Critical
DHCPv6[9296]: 72001011-DHCPv6 - Missing Required Option 822023/3/26 12:18:37Critical
DHCPv6[9296]: 72001011-DHCPv6 - Missing Required Option 242023/3/26 12:18:37Critical
DHCPv4[6278]: 72001001-DHCPv4 Provision - Completed2023/3/26 12:18:03Informational
DHCPv4[6278]: 72001008-DHCPv4 - No Offer or Ack Received 1 times2023/3/26 12:17:55Critical
eRouterEvents[6238]: 72003004-eRouter enabled as Dual Stack2023/3/26 12:17:45Informational
eRouterEvents[2511]: 72003001-eRouter is administratively disabled2023/3/26 12:16:35Informational
DHCPv4[11232]: 72001020-DHCPv4 - IP Address Released2023/3/26 12:16:34Informational
eRouterEvents[2511]: 72003004-eRouter enabled as Dual Stack2023/3/26 12:16:33Informational
DHCPv6[12008]: 72001011-DHCPv6 - Missing Required Option 242023/3/26 12:16:33Critical
DHCPv6[12008]: 72001011-DHCPv6 - Missing Required Option 242023/3/26 12:16:33Critical
 
 
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