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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At that time we called Rogers Tech Support, they inspected the line coming into our home and said it was old and outdated, so they changed our line immediately on the outside the same day (it was real fast).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

Good afternoon @nugpot!

 

We'd be happy to take a closer look into the history of your account and run some additional tests to see if we can determine exactly what's going on with your connection.

 

Feel free to send a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.  

 

Regards,

RogersCorey

Re: Intermittent Disconnecting and Reconnecting

nugpot
I plan to stick around

Hi,

 

sent a pm.  Just need to know what details you need in that convo

Re: Intermittent Disconnecting and Reconnecting

smstong
I've been around

I have been running into the same issue since Mar 11. It's still not fixed.

Every 2-10mins, the internet connection disconnects and reconnects.

To be clear:

(1) not WIFI issue. Wired connected devices have the same issue

(2) some sample data:

ping count with more than 100 ms  time to min.

21 21:54
21 21:56
26 22:00
26 22:03
22 22:05
23 22:07
23 22:09
27 22:18
21 22:27

Re: Intermittent Disconnecting and Reconnecting

nugpot
I plan to stick around

It took a month but I believe my issue is finally solved.   It appears the issue was the cable between 2 boxes on the street (the one in front of my house and the one before it).  A temporary cable was put in place on Sunday and no issues for far.  Nice to have a stable connection for once.  Thanks to the actual Rogers Techs who figured out the issue.

Re: Intermittent Disconnecting and Reconnecting

DayPol
I plan to stick around

From March 8 until May 17 we had NO disconnects, only a few frozen screens that resumed after a few seconds of the thing spinning around, but NO disconnects. Yahoo! We had a good run from March 8 until yesterday, May 18; however, in fairness, Rogers posted signs in our neighbourhood advising that over the next week they would be replacing equipment and we would be experiencing interruptions between 8-4. Yesterday there were about 20 disconnects and the voice control on all three TV remotes was no longer working, but the disconnects didn't last long. Today was okay until the afternoon, and the WiFi was down for sometime but came back at 5:55pm, But the TVs are back and the voice control is now working again. Not sure how much more we will incur over the week; however, if at the end having new equipment improves overall service, I'm for it. It scare us those that this being a long-weekend (Victoria holiday) that we had no TV for hours today, but hopefully it will stay up for the weekend. I think it's a good sign Rogers is investing in new equipment, and the disconnects prior to yesterday didn't occur for the past 10 weeks! 

Re: Intermittent Disconnecting and Reconnecting

DayPol
I plan to stick around

No signage, notice or warnings today, but our neighbourhood was down from 10:08 a.m. to 1:19 p.m., no phone, nor Internet nor TV. Frustrating as today is my sister's birthday and I kept trying to call her but the phone would not work. So this time we went 22 days without issue. 

Re: Intermittent Disconnecting and Reconnecting

57
Resident Expert
Resident Expert

@DayPol wrote:  ...no phone, nor Internet nor TV....

I assume you mean home phone?  If it's important to have access to phone service in an emergency, to keep in touch, or power failure, it's a good idea to have a cell phone for that purpose.  One can purchase an older phone for very little, get one from a friend or relative for free, and use a pre-paid plan that costs say $10/month for the occasional call or text.

Re: Intermittent Disconnecting and Reconnecting

CK52
I've been around
Same issues. I had a perfectly working router with Rogers before I was forced to switch to ignite due to the exhorbitant cost of keeping my cable tv and a router/modem which was in perfect working order. Ever since installation and on a daily basis, my tv crashes as do all of my devices running off of the router . This situation is absolutely not what I signed up for. I will be insisting that s technician comes to my home to check and test the cables in my area.

Re: Intermittent Disconnecting and Reconnecting

Greetings @CK52! Congrats on your first post with us! 😊 Thanks for bringing this up to our much needed attention. I know first hand how important it is to ensure you stay connected. We're saddened to hear that this has been your experience since you've migrated over.

 

Have you had the chance to connect with us to get this issue resolved since you've last posted?

 

When the connection is interrupted, how long does it take for the modem to come back online?

 

Is the issue on WiFi or a direct Ethernet connection and do all devices go down at the same time?

 

In the event that the issue is still persisting, feel free to send a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.

 

Regards, 

 

RogersJo 

Re: Intermittent Disconnecting and Reconnecting

KEC
I've been around
My neighbour and I have been experiencing the same issue or variance thereof, to those mentioned in this forum. We are watching tv and the picture just drops for 3-5 seconds (seems lately to be getting longer) then just comes back on. This happens while watching different tvs in our respective houses and the other evening we were messaging each other back and forth and the signal drop was happening just minutes apart between our houses and sometimes it was just happening at hers but not mine and vice versa. She just had her cable replaced and I believe my line to my box at the back of my yard was done within the last ten years maybe? The encasement box at the line is really old though so maybe that is the issue? Lately I have noticed while working from home that my wifi signal has been cutting out as others I am on meetings with tell me or my teams video call freezes. I personally think with everyone working at home these days on Teams and other similar meeting apps, Rogers can’t keep up with the demand. To top it all off, the Rogers agent I spoke to tried to tell me it likely has something to do with my range extender even though nothing is currently connected to it and the issues are happening to my neighbour and clearly the rest of the country! My yearly “promotional” rate is up for my rogers services and I am so not looking forward to having to “re-negotiate” a good service package deal for being with Rogers for over 20 years. I can’t get those hours of my life back. With the writers and actors strike and no new programming, plus more than adequate programming from the streaming services we have, now these issues, I think it is time for me to maybe say good bye to Rogers and shop my internet somewhere else.

Re: Intermittent Disconnecting and Reconnecting

Datalink
Resident Expert
Resident Expert

@KEC it sounds like you have underground wiring with a pedestal located within your yard.  Your cabling might need replacement, once again.  There's no predicting how long the cables with last, either underground or overhead.  The pedestal at the back of the yard holds a local tap, which provides cable service to you and your immediate neighbours.  That local tap might need replacing, or the cable that runs from the local tap to the neighbourhood node might need replacing or servicing.  

 

The logical starting point is to replace the underground cable to the local tap and its connectors.  From there, the techs have to look upstream to determine what the problem is, and, replace components and cables as required.  That takes time, a Senior Tech (real Rogers tech, not a contractor) and possibly a maintenance crew.  

 

The starting point is to have a look at your signal levels.  When you're logged into the forum, follow this link to the @CommunityHelps page.  On the right is a link to Send a Private Message.  Follow that link to the message composition page.  The address will fill in automatically.  Fill in the subject line and details.  Include your account number so that the moderators can find your modem.  When done, hit Send. 

 

When you're logged into the forum, have a look for a number, overlaying the envelope symbol in the upper right hand corner, indicating an inbound message.  Follow that link down to the message inbox to see the response.  You can respond to the moderators message as required.  

Re: Intermittent Disconnecting and Reconnecting

MLRC
I've been here awhile

I have started having issues with Ignite disconnecting on a high speed newer laptop. Numerous people told me I have fibre to house, this week another person it was older cable...TV seems ok when on at same time.

 

Re: Intermittent Disconnecting and Reconnecting

shushee
I've been here awhile

Having the same problem. They changed my modem and did something to line outside. It's been over a month with no resolution. Spoke to my neighbor who is also having the same problem. I think all their good techs are working on the Shaw conversion. They also pressured us to sign up for 2 years just before this issue.  Im located in Mississauga.

Re: Intermittent Disconnecting and Reconnecting

Good Day @MLRC, @shushee, 😊 

 

We're saddened to hear about the issues you've both been plagued with. We know how impertaive it is to ensure you stay connected. @MLRC, is the issure you're experiencing, soley occuring on the newer laptop? Or are any other devices impacted as well? Are you connected via WiFi or Ethernet when this occurs?

 

@shushee, we'd love the opportunity to take a further look into this for you. Feel free to send a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.

 

Looking forward to hear from you both!

 

RogersJo 
 

Re: Intermittent Disconnecting and Reconnecting

nugpot
I plan to stick around

So around this time last year we had huge issues with intermittent dropping.   Many visits to no avail until an actual Rogers tech came out and found a problem with a buried cable downstream from our house.  Once this was fixed we had rock solid connectivity until this last week when we started having wifi issues and extremely slow d/l speeds. A tech (contractor) came out yesterday and under duress replaced the gateway.  We are still seeing huge disparities in the dl/d speeds.    I don't think in one we should quite so many correctable codewords errors.

 

Channel IDUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords

CM Error Codewords
16
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
1185818792
2572854206
2572861968
2572867715
2572874701
2572880792
2572885009
2572888514
2572894588
2572900459
2572908078
2572913313
2572918636
2572923925
2572927589
2572931737
2572936437
2572941887
2572946700
2572951350
2572957109
2572963498
2572969264
2572974266
2572982005
2572986545
2572991682
2572997382
2573001410
2573009042
2573012181
2573013698
1185818792
1149830432
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
1149830432
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0

Re: Intermittent Disconnecting and Reconnecting

@nugpot can you post the downstream signal level table that sits just above the codeword table, and post the upstream signal level table as well? 

Re: Intermittent Disconnecting and Reconnecting

nugpot
I plan to stick around
Downstream

Channel Bonding ValueChannel ID

16
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33

Lock Status

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

Frequency

651 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
657 MHz
663 MHz
669 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

SNR

39.4 dB
38.7 dB
38.4 dB
38.4 dB
38.2 dB
39.7 dB
39.7 dB
39.6 dB
39.6 dB
39.5 dB
39.6 dB
39.4 dB
39.5 dB
39.5 dB
39.4 dB
39.3 dB
39.3 dB
39.1 dB
38.7 dB
38.6 dB
38.8 dB
38.7 dB
38.6 dB
38.8 dB
38.8 dB
38.9 dB
38.9 dB
38.9 dB
38.8 dB
38.8 dB
38.7 dB
38.6 dB
37.3 dB

Power Level

8.9 dBmV
8.3 dBmV
9.2 dBmV
9.0 dBmV
8.8 dBmV
10.0 dBmV
10.0 dBmV
10.1 dBmV
10.1 dBmV
9.9 dBmV
10.0 dBmV
9.8 dBmV
9.5 dBmV
9.3 dBmV
9.1 dBmV
8.8 dBmV
8.6 dBmV
8.2 dBmV
8.0 dBmV
8.2 dBmV
7.8 dBmV
7.8 dBmV
7.9 dBmV
8.0 dBmV
8.3 dBmV
8.3 dBmV
8.3 dBmV
8.7 dBmV
9.8 dBmV
9.5 dBmV
9.5 dBmV
9.3 dBmV
8.1 dBmV

Modulation

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

Re: Intermittent Disconnecting and Reconnecting

nugpot
I plan to stick around

That didn't work very well

Re: Intermittent Disconnecting and Reconnecting

nugpot
I plan to stick around

Channel IDLock StatusFrequencySymbol RatePower LevelModulationChannel Type

Upstream
Channel Bonding Value
1
2
3
4
10
Locked
Locked
Locked
Locked
Locked
21 MHz
25 MHz
32 MHz
38 MHz
4 MHz
2560
5120
5120
5120
0
38.5 dBmV
39.5 dBmV
39.5 dBmV
41.0 dBmV
39.7 dBmV
QAM
QAM
QAM
QAM
OFDMA
TDMA_AND_ATDMA
ATDMA
ATDMA
ATDMA
TDMA

Re: Intermittent Disconnecting and Reconnecting

The downstream levels aren't a problem to sort out.  Here's the table, transposed to a vertical format:

 

Channel ID Lock Status Frequency SNR Power Level Modulation

16

Locked

651 MHz

39.4 dB

   8.9 dBmV    

256 QAM

1

Locked

303 MHz

38.7 dB

   8.3 dBmV    

256 QAM

2

Locked

849 MHz

38.4 dB

   9.2 dBmV    

256 QAM

3

Locked

855 MHz

38.4 dB

   9.0 dBmV    

256 QAM

4

Locked

861 MHz

38.2 dB

   8.8 dBmV    

256 QAM

5

Locked

579 MHz

39.7 dB

10.0 dBmV    

256 QAM

6

Locked

585 MHz

39.7 dB

10.0 dBmV    

256 QAM

7

Locked

591 MHz

39.6 dB

10.1 dBmV    

256 QAM

8

Locked

597 MHz

39.6 dB

10.1 dBmV    

256 QAM

9

Locked

603 MHz

39.5 dB

  9.9 dBmV    

256 QAM

10

Locked

609 MHz

39.6 dB

10.0 dBmV    

256 QAM

11

Locked

615 MHz

39.4 dB

  9.8 dBmV    

256 QAM

12

Locked

621 MHz

39.5 dB

  9.5 dBmV    

256 QAM

13

Locked

633 MHz

39.5 dB

  9.3 dBmV    

256 QAM

14

Locked

639 MHz

39.4 dB

  9.1 dBmV    

256 QAM

15

Locked

645 MHz

39.3 dB

  8.8 dBmV    

256 QAM

17

Locked

657 MHz

39.3 dB

  8.6 dBmV    

256 QAM

18

Locked

663 MHz

39.1 dB

  8.2 dBmV    

256 QAM

19

Locked

669 MHz

38.7 dB

  8.0 dBmV    

256 QAM

20

Locked

675 MHz

38.6 dB

  8.2 dBmV    

256 QAM

21

Locked

681 MHz

38.8 dB

  7.8 dBmV    

256 QAM

22

Locked

687 MHz

38.7 dB

  7.8 dBmV    

256 QAM

23

Locked

693 MHz

38.6 dB

  7.9 dBmV    

256 QAM

24

Locked

699 MHz

38.8 dB

  8.0 dBmV    

256 QAM

25

Locked

705 MHz

38.8 dB

  8.3 dBmV    

256 QAM

26

Locked

711 MHz

38.9 dB

  8.3 dBmV    

256 QAM

27

Locked

717 MHz

38.9 dB

  8.3 dBmV    

256 QAM

28

Locked

723 MHz

38.9 dB

  8.7 dBmV    

256 QAM

29

Locked

825 MHz

38.8 dB

  9.8 dBmV    

256 QAM

30

Locked

831 MHz

38.8 dB

  9.5 dBmV    

256 QAM

31

Locked

837 MHz

38.7 dB

  9.5 dBmV    

256 QAM

32

Locked

843 MHz

38.6 dB

  9.3 dBmV    

256 QAM

33

Locked

350 Mhz

37.3 dB

  8.1 dBmV    

OFDM

 

Ok, fwiw, your downstream signal levels are too high.  They should be sitting at or near 0 dBmV.  The upstream signal levels are ok.   

 

The high error count for channel 16 is odd, to say the least as its a typical Quadrature Amplitude Modulation channel.  That might be the point where the channel tilt changes.  The power output of the neighbourhood node is not constant.  That is due to the signal losses in the cable system that runs from the neighbouhood node, to the local tap (pedestal or utility pole located) and then finally to the modem.  As you go up in frequency, starting at 200 Mhz, and working up to 1 Ghz, and possibly up to 1.2 Ghz the cable signal losses increase.  To counteract that loss, the neighbourhood node output levels increase as you go up in frequency.  Channel 16 might be one point where the gain is adjusted at the output port of the neighbourhood node.  

 

There is also the possibility of noise ingress at that frequency.  That would take a Senior Tech or a specialist crew to determine.  

 

Personal opinion, the main problem might be the high signal levels.  Your downstream signal levels could drop by at least 9 db, to get to where they should be.  That would require a 6 db and 3 dB Forward Path Attenuator, which drops the downstream signal levels and leaves the upstream signal levels where they are.  That's what should happen.  I suspect that a tech would install a large splitter to drop the signal levels by 7 or 11 dB, depending on what splitter he or she would install.  That's a definite problem as the splitter drops signal levels in both directions.  The end result is that the upstream signal levels would rise to 48 or 52 dbmV.  52 dBmV is the failure point where modems will start to shut down channels as it can't maintain such a high outbound signal level on all channels.  When you get to that point, you would know it as the downstream rates start to slow down.  This occurs as the data transfer acknowledgements back to the Cable Modem Termination System (CMTS), via the upstream channels slow down when the number of upstream channels are reduced.  

 

So, the simple solution are Forward Path Attenuators, such as the following:

 

https://www.multicominc.com/product/multicom-mul-fpa85-forward-path-attenuator/

 

That attenuator is suitable for the next DOCSIS frequency expansion, which runs 5 to 85 Mhz for the upstream channels and 200 to 1218 Mhz for the downstream channels.  I've seen posts where Rogers has implemented the 5 to 85 Mhz upstream signal range (mid-split).  

 

These modems have a downstream signal range of +/- 15 dBmV.  Historically, with the Hitron modems, any time the signal levels were outside of a +/- 6/7 dBmV range, the modem typically did not perform as it should.  I suspect that same can be said about the Comcast XBx modems.  

 

So, personal opinion, before doing anything, I'd drop the downstream signal levels down to 0 dBmV, without forcing the upstream signal levels up.  Then, I'd go looking for service interrupts by running a 24 hour ping test to the CMTS.

Re: Intermittent Disconnecting and Reconnecting

velotech
I've been here awhile

A year since my original post regarding disconnects.   My spam and trash show me the topic is very much alive.   We still get several disconnects per day.   Ususally very short (under a minute).   Of course, as per Rogers, the bundle terms change and so does the equipment.    Same old same old.   Getting the run-a-round from Rogers is not the anwser.  But that is the plan I see now.  So many of you, one after next just fall in line and get the tech  who has a script to follow with phonetics.    Does anyone here have any power to get to the bottom of this?

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