Intermittent Disconnections

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I Plan to Stick Around
Posts: 10

Re: Intermittent Disconnections

Just chiming in that I have the same notification failing to load issue that @jjasonf describes. Further description about this is on the Internet usage notification opt-in/out not working thread.

 

I tried changing my DNS to Google, but that didn't help.

 

I'm Here A Lot
Posts: 5

Re: Intermittent Disconnections

Same issue here. Happens when I hit 75% of usage and Rogers attempts to notify my via browser. Notice fails to load. White screen. Refresh browser, page loads. Super frustrating and several calls to Rogers and opening a ticket have not helped. The latest suggestion from them is to swap my modem.

I Plan to Stick Around
Posts: 10

Re: Intermittent Disconnections

Please see my update on the Internet usage notification opt-in/out not working thread. Rogers engineering looked into the issue, and those links are now working for me.
I've Been Here Awhile
Posts: 4

Re: Intermittent Disconnections

CGN3ACSMR Disconnects

 

Hello guys,

I've been experiencing this problem with my internet. It disconnects constantly and can never go a day without disconnecting, sometimes it stays disconnected and doesn't come back up. I've tried alot of things (replaced the surge protector, plugged router directly into the wall, thought maybe it's a wifi problem but same thing with a wired connection aswell, I've also hooked it up in Bridge mode and connected it through a R7000 modem) but still no luck, keeps disconnecting. Decided that I need some help from the community in figuring this out as it's very frustrating.

Here's what DOCWAN says:

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 645000000 256QAM 5.700 105 36.387
2 591000000 256QAM 6.300 97 36.610
3 597000000 256QAM 6.100 98 36.387
4 603000000 256QAM 6.400 99 36.387
5 609000000 256QAM 6.700 100 36.610
6 615000000 256QAM 6.600 101 36.387
7 621000000 256QAM 6.300 102 36.387
8 633000000 256QAM 7.300 103 36.387
9 639000000 256QAM 6.800 104 36.387
10 651000000 256QAM 6.800 106 36.387
11 657000000 256QAM 6.500 107 35.780
12 663000000 256QAM 5.800 108 35.595
13 669000000 256QAM 6.100 109 35.595
14 675000000 256QAM 6.100 110 35.595
15 681000000 256QAM 6.200 111 36.610
16 687000000 256QAM 7.400 112 36.610
17 693000000 256QAM 7.500 113 36.387
18 699000000 256QAM 7.500 114 36.610
19 705000000 256QAM 7.500 115 36.610
20 711000000 256QAM 7.200 116 36.387
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID BandWidth
1 38596000 ATDMA - 64QAM 35.180 5 3200000
2 23700000 ATDMA - 64QAM 33.750 7 6400000
3 30596000 ATDMA - 64QAM 33.750 6 6400000
I've Been Here Awhile
Posts: 2

Re: Intermittent Disconnection

My internet is frequently dropping. It's been going on for at least the past 2 years. It seems to happen randomly; on some days it may not happen at all, but on other days such as today, it happen 22 times within the last four hours. When the internet drops, it will disconnect for about 10 to 30 seconds.I have tried replacing the modem/routers from Rogers and that did not fix the problem. I have also tried to put it in bridge only mode. I believe this is due to an area problem because my friend who lives on the same area has different internet plans and it happens to both if us. It happens on only our street. It happens to me and my friend at the same time. When we have our skype conference calls with other people only me and my friend suddenly drop out of the call at the same time. The disconnects have always been in sync with each other.

http://pastebin.com/VqFgb6SC

http://pastebin.com/smzjNc5E

Retired Moderator RogersHassam
Retired Moderator
Posts: 571

Re: Intermittent Disconnection

Hello @Aseefa and @code9name,

 

Welcome to the Community! 

 

I'm sorry to hear about the issues you are having with your Internet service. You mentioned you have replaced the Rogers' modems and also tried using a 3rd party router in bridge mode to see if that helped but it didn't. Have you had any technicians come out to troubleshoot this issue at your home? Have you spoken to technical support and if yes, what did they say? @Aseefa, when you say your Internet is dropping, are you referring to WiFi connectivity or does it happen with a direct ethernet wired connection as well? Please let us know. 

 

@Datalink, any suggestions? 

 

Thanks, 

RogersHassam 

I've Been Here Awhile
Posts: 2

Re: Intermittent Disconnection

My friend and I did not call a rogers technician yet because while its been going on for 2 years, only recently it has gotten much worse. I am using a wired connection and when it drops it will drop on both wired and wireless. When it happens the modem lights stay the same as when it works normally. We believe it's a problem around our area since my friend lives 500 meters apart in separate buildings with separate internet rogers plans and the connection drops for both of us at the same time

Retired Moderator RogersHassam
Retired Moderator
Posts: 571

Re: Intermittent Disconnection

Hi @Aseefa,

 

I’d like to help in getting your issue resolved. Addressing the issue you’ve described involves accessing your account. I’m going to send you a private message from @CommunityHelps, when you receive it please check our messages via the envelope icon which appears in the top right hand side of your screen when you are logged into the forums.

 

Thanks!

RogersHassam 

I Plan to Stick Around
Posts: 8

Re: Intermittent Disconnection

I've been experiencing frequent disconnects that have persisted for 4 or 5 months now and am at wits end on what else it can be other than the Rogers service. It had become worse since upgrading to the Ignite plan + CGN3 modem (had the 3825 prior). It is now happening multiple times each day preventing me from playing a full round in an online game or streaming a full video either on Youtube or Netflix.

 

At first I thought it was just my connection to the game servers (in this case EA) and after exhaustively testing and configuring every setting I can adjust, it continues to happen and is now affecting streaming Netflix and Youtube, all devices, wired or wireless. This happens when only one device is connected or all - so it's not bandwidth or device collisions.

 

I've come to the conclusion it's my exit from the Rogers network as it is effecting all devices, all activities. Today was my last ditch effort and I swapped the modem - unfortunately I was not able to get the "Rocket (ACR)" because my ID was expired so I got stuck with the same model - which may play part in this issue as the ACR runs a different firmware and I receive far fewer calls regarding connection issues with the "Rocket".

I've run the MIBS from work and everything is 100% pass. Speeds are at or above subscribed speeds. Ping loss is zero. Traceroutes from home are successful. A technician will not be able to resolve this and a ticket will be next to useless.

 

Even though it's effecting one or all at the same time, I've tried so far:

 

  • Tested other outlets in my home.
  • Have done factory resets and used default settings.
  • Plugged AC directly to wall (which is odd that a powerstrip can actually impact a modems function).
  • Tested port-forwarding and triggering.
  • Disabled all firewalls, including the modem's.
  • Placed the devices in the DMZ.
  • Used alternate DNS.
  • Disabled UPnP
  • Swapped modem.

When these "disconnects" occur, they're not full disconnects - When I get kicked from a game or my streaming stops, I can still browse, I still see messengers connected and friendslist are active, my downloads (when active) do not stop or drop, and the modem WAN uptime continues to count. I find no logs on the modem or on my PC that can relate the issue to anything so it brings me back that Rogers has a bad node or does not like talking with game services and streams very well.

 

Any clues what other avenues I can go down?

 

Edit: I used to run my own router (DIR-655) and this did not occur as often but was still frustrating enough to not go unnoticed. I've brought this up at work that these modems are horrible and decided to test for myself and am experiencing what most of my internet related calls are about. They should have kept Cisco (which is odd that the USB "Easy Connect" key that fails for everyone is indeed "Cisco" made for Hitron...)

Retired Moderator RogersHassam
Retired Moderator
Posts: 571

Re: Intermittent Disconnection

Hi @control101,

 

Are you running WiFi or direct ethernet? What type of wireless cards or ethernet cards do you have in your computers? How many devices do you have using the Internet at once? 

 

@Datalink@Gdkitty@robindp, any suggestions? 

 

Thanks, 

RogersHassam