Intermittent WAN Connectivity Issues

[HappyPotato]

Hello Rogers Community,

Ever since getting Ignite 1 gbps I typically have 1-2 service outage events daily. They typically last a few minutes, then connectivity returns to normal. This is a fairly high priority problem as I am a fully remote worker and need a reliable and consistent connection. I do not need to restart the gateway for service to return. A support call to Rogers they noted they saw my modem connection go down too.

My LAN connection to the Ignite gateway is fine. I'm running cat 6a ethernet to workstation PCs and I can always ping the Ignite gateway during these events. So I am dealing with intermittent WAN outages. Coupled with the Ignite system logging, pasted below, is a snippet of the system logging for the Ignite Gateway Gen 2 that shows a physical down connection:

IGD[13600]: igd.info Eventing:PhysicalLinkStatus=Up 2022/10/27 16:02:09 Notice
IGD[13600]: igd.info event num: 2 2022/10/27 16:01:21 Notice
IGD[13600]: igd.info ExternalIPAddress updated & evented 2022/10/27 16:01:21 Notice
IGD[13600]: igd.info ConnectionStatus updated & evented 2022/10/27 16:01:21 Notice
IGD[13600]: igd.info Eventing:PhysicalLinkStatus=Down 2022/10/27 16:01:19 Notice

Does anyone have some troubleshooting tips for something like this? How does Rogers exactly determine my WAN connection went down? Any value in trying to ping the WAN gateway (next hop after my public IP address) during these events? Poll the neighbourhood and ask if they are experiencing these brief outages as well?

Thank you in advance.

**Labels Added**

[RogersTony]

Hello, @HappyPotato

Welcome to the Rogers Community Forums!

We know how important it is to have a consistent and stable internet connection. We'll need a bit more details from you before we can recommend a solution. 

• Have you noticed if the light on the top of the Ignite gateway modem changes colour when the connection drops?
• Can you describe how the modem is connected to power? Are you using a power bar/surge protector or are you connecting directly to the power socket?
• Does the connectivity drop happen around the same time each day or is it random?

Please follow the steps in this support document: Troubleshooting a Slow or Intermittent Connection (Wired Devices). Provide us with the signal level table from step 4 so we can review the signal levels to the modem.

We look forward to hearing from you.

RogersTony

[HappyPotato]

1. Have you noticed if the light on the top of the Ignite gateway modem changes colour when the connection drops?
   • I'm usually not near the gateway when this happens. I believe I've seen it flashing white and green when this happens.
2. Can you describe how the modem is connected to power? Are you using a power bar/surge protector or are you connecting directly to the power socket?
   • Directly to the wall socket
3. Does the connectivity drop happen around the same time each day or is it random?
   • Typically in the mornings around 9:30 or so. I cannot pull a history of the logging from the router, it appears to only go back a day even when I have 90 day history selected.

Cable Modem Information

HW Version:2.0

Vendor:Technicolor

BOOT Version:S1TC-3.63.20.104

Core Version:1.0

Model:CGM4331COM

Product Type:XB7

Flash Part:4096 MB

Download Version:Prod_21.1_d31 & Prod_21.1

IndexLock StatusFrequencySNRPower LevelModulation

Downstream

Channel Bonding Value

12

1

2

3

4

5

6

7

8

9

10

11

13

14

15

16

17

18

19

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

621 MHz

279 MHz

849 MHz

855 MHz

861 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

350000000

40.9 dB

42.2 dB

37.7 dB

37.7 dB

37.3 dB

41.6 dB

41.1 dB

41.0 dB

40.8 dB

41.0 dB

41.0 dB

40.8 dB

40.7 dB

40.2 dB

40.4 dB

40.5 dB

40.4 dB

40.0 dB

40.3 dB

39.5 dB

39.9 dB

39.6 dB

39.7 dB

40.1 dB

39.4 dB

39.3 dB

39.5 dB

39.5 dB

37.9 dB

38.0 dB

38.2 dB

38.1 dB

41.4 dB

0.1 dBmV

4.3 dBmV

-4.4 dBmV

-4.5 dBmV

-4.9 dBmV

0.8 dBmV

0.3 dBmV

0.4 dBmV

0.3 dBmV

0.2 dBmV

0.3 dBmV

0.2 dBmV

0.5 dBmV

0.7 dBmV

0.9 dBmV

0.9 dBmV

0.8 dBmV

-1.0 dBmV

-1.1 dBmV

-1.4 dBmV

-1.6 dBmV

-2.0 dBmV

-2.0 dBmV

-1.8 dBmV

-2.6 dBmV

-2.7 dBmV

-2.2 dBmV

-2.4 dBmV

-3.9 dBmV

-3.8 dBmV

-3.7 dBmV

-4.1 dBmV

3.6 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

IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type

Upstream	Channel Bonding Value
1	2	3	4
Locked	Locked	Locked	Locked
21 MHz	25 MHz	32 MHz	38 MHz
2560	5120	5120	5120
40.8 dBmV	42.0 dBmV	41.8 dBmV	42.5 dBmV
QAM	QAM	QAM	QAM
TDMA_AND_ATDMA	ATDMA	ATDMA	ATDMA

[RogersMaude]

Thanks for providing us with those additional details @HappyPotato!

From that description it looks like we'll need to look into this further, please send a private message to @CommunityHelps so we can get access to your account and investigate the issue. If you're not familiar with our private messaging system, click here.

Regards,

RogersMaude