Intermittent Disconnection Issue with Ignite

[Craigkatie]

I've recently switched from old Rogers system to ignite. Had no issues with internet before the switch. Since switching to ignite I have intermittent disconnection issues while working. Skype calls dropping and disconnection from a VPN. Sites won't load. If I disconnect from internet and reconnect issue is fixed immediately. How do I stop these intermittent disconnection issues? Multiple phone calls to Rogers and tech visit have solved nothing. This is getting extremely frustrating. Wish I could get rid of ignite and go back to their old internet. PLEASE HELP

***Edited Labels***

[RogersMoin]

Hello, @Craigkatie.

Thank you for posting your concern; getting VPN dropped while working can be disruptive. Are your other home devices remain connected when you lose your VPN?

We need to figure out the root cause of the disconnections. Please check out our VPN troubleshooting FAQs to identify the problem.

Please keep us posted.

Cheers,
RogersMoin

[BMRBMR]

Multiple homes on my street are having the same issues ( Internet use and TV and PHONE ).  Rogers has had someone at the street last week and has not fixed the problem. Internet pings are between 10 and 1000 randomly.  My wifi calling does not work at all, people on the other side say my call is completely broken up.   It has been more than a week,  FRUSTRATING !!!!!

[Craigkatie]

Wifi on laptop drops signal as well. TV seems to work fine. Occasionally disconnected from Netflix on Tv. Tech came again today and switched the modem to a different model. Hopefully fixed but we shall see.

[Craigkatie]

I feel your pain. The first tech said it was an issue with the node at the street and that most of my neighbours probably had issues too. Tech came and fixed outside node but problems persisted. Tech came by to change out the modem with a different model today. In the 5 previous years I had the old Rogers system and it worked great. Switched to ignite a while back and I've had nothing but problems since.

[DavidHeilig]

Ignite TV and Internet dropping connection constantly (merged post)

This has been happening for about two months now and they have sent techs to my house four times already to fix the issue. They have replaced the modem, coax and I've replaced my ethernet cable and its still happening. Basically every few minutes my ping spikes to 6000 in Discord and online games (I am connected via Ethernet) and the tv goes black and then 10 or so seconds later it comes back on. From what I've read online this is likely a case of a drop cable needing to be replaced. However the Rogers technicians are refusing to change it. They are now sending us wifi pods thinking it will fix the issue even though I was adamant that the wifi was not the issue. What do I have to do to get them to fix this issue? Its been two months with non functioning tv and internet my family and I are so frustrated we would have switched providers already if Bell offered better speeds in my area. I am willing to try anything, its the holidays and we cannot even enjoy ourselves. Please help us were so sick of dealing with this.

[RogersCorey]

Good morning @DavidHeilig!

Running a temporary aerial drop until such time that we can bury a new cable may be a solution but that is typically the last resort that we'd explore after eliminating all other possibilities. We'd only move straight to running a new drop if we knew for certain it was damaged or cut. 

In any case, we should have a tech come out to investigate and determine the next best steps.

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

[needinternet17]

Need a second set of eyes for my modem values:

I've been having a lot of issues with my internet as of late - intermittent connectivity, signal dropping, issues connecting to the rogers network, lagging, etc. 

I'm taking a look at my modem values and I'm having trouble breaking them down. I'm in a house, I have 1GB speed (its supposed to be but its more like 290mbps), ignite modem, and one pod to help with wifi coverage.

If anyone can help me break this down I'd really appreciate it

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	34
1735012833	3124583162	3124595407	3124601167	3124610929	3124617257	3124630784	3124637655	3124647227	3124666867	3124675913	3124683989	3124693232	3124699143	3124711185	3124719699	3124731606	3124740359	3124743741	3124751711	3124760803	3124773264	3124777348	3124779573	3124781216	3124792319	3124801091	3124811493	3124809371	3124815143	3124819826	3124819806	3396561671	1735012833
3158765679	29	0	0	0	0	0	17	0	0	0	0	0	0	20	102	34	637	0	0	20	70	0	5	6	0	48	0	0	0	0	0	3223528917	3158765679
0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	69	0	7	0	0	0	5	0	0	0	0	15	0	0	0	0	0	0	0

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	42 MHz
2560	5120	5120	5120	0
42.0 dBmV	42.5 dBmV	42.3 dBmV	43.5 dBmV	4200000.0 dBmV
QAM	QAM	QAM	QAM	OFDMA
TDMA_AND_ATDMA	ATDMA	ATDMA	ATDMA	TDMA

IndexLock StatusFrequencySNRPower LevelModulation

Downstream

Channel Bonding Value

9

1

2

3

4

5

6

7

8

10

11

12

13

14

15

16

17

18

19

20

21

22

23

24

25

26

27

28

29

30

31

32

34

33

34

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

Locked

Locked

621 MHz

279 MHz

579 MHz

585 MHz

591 MHz

597 MHz

603 MHz

609 MHz

615 MHz

633 MHz

639 MHz

645 MHz

651 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

849 MHz

855 MHz

861 MHz

920 MHz

350000000

920000000

40.2 dB

39.1 dB

40.5 dB

40.5 dB

40.5 dB

40.7 dB

40.4 dB

40.3 dB

40.1 dB

40.1 dB

40.1 dB

40.3 dB

40.5 dB

40.7 dB

40.8 dB

40.9 dB

40.5 dB

40.8 dB

40.9 dB

40.9 dB

41.0 dB

40.8 dB

40.8 dB

40.7 dB

40.2 dB

41.1 dB

41.1 dB

41.1 dB

41.1 dB

41.0 dB

40.9 dB

41.0 dB

39.7 dB

39.6 dB

39.7 dB

2.1 dBmV

1.4 dBmV

2.7 dBmV

2.7 dBmV

2.7 dBmV

2.9 dBmV

2.3 dBmV

2.2 dBmV

2.2 dBmV

2.6 dBmV

2.7 dBmV

2.8 dBmV

2.9 dBmV

2.9 dBmV

2.8 dBmV

2.7 dBmV

2.7 dBmV

2.5 dBmV

2.5 dBmV

2.7 dBmV

2.8 dBmV

2.5 dBmV

2.6 dBmV

2.6 dBmV

2.2 dBmV

4.4 dBmV

4.4 dBmV

4.4 dBmV

4.3 dBmV

4.1 dBmV

3.8 dBmV

3.9 dBmV

2.6 dBmV

2.7 dBmV

2.6 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

OFDM

OFDM