@iPhoneFan please have read thru this post and the following posts:
https://communityforums.rogers.com/t5/Internet/Intermittent-disconnects-CODA-4582U/m-p/447992#M57300
You're way beyond those posts, given the tech visits and number of modem swaps you've had. If you still have any patience left, when you're logged into the forum, follow this link @CommunityHelps to their public page. On the right hand side is a link to "send this user a private message". Follow that link to the message composition page, which will already be addressed. Enter a message title and add the same short synopsis that you posted as well as your account #. Request a Senior Tech visit to resolve the problem.
That @CommunityHelps link is for the moderators. Given the previous tech visits, the moderators can arrange for a Senior Tech vist (Real Rogers Tech).
When you're online, watch for a number overlaying the avatar in the upper right hand corner of the page, which can signify an incoming message. Follow that avatar (its also a link) to the mail symbol on the next linked page, and down to the incoming message folder to see the response from one of the moderators.
Hello, @MoeDar
Welcome to the Rogers Community Forums!
It's very disappointing to see that you are dealing with drops in connection while streaming videos or gaming online. This definitely should not be happening!
We'll need to ask a few questions to determine what could be causing this.
- When did this first start happening, was it working well for a period of time before this began?
- Are you connecting via Ethernet or WiFi when gaming/streaming?
- Does the light pattern of your Coda-4582 change when the connection drops?
- How long does it take for the connection to be restored, does it require any action on your end?
- Does this affect all devices you are using to game/stream?
We look forward to your responses!
RogersTony
Hello again, @MoeDar
Thanks so much for providing me with those answers!
Can you confirm if the modem is connected directly to the power socket or does it connect through a power bar or surge protector? If the latter, please bypass the power bar/surge protector and connect the power cord directly to the wall socket. If the former, please try a completely different power socket. You may need to use an extension cord to make this work.
A faulty power bar/surge protector or power socket has been known to cause the modem to reboot itself. Let us know if issues are persistent after trying these steps.
I hope this helps!
RogersTony
@MD83 @savuser12 can you log into the modem and;
1. Confirm the Software (firmware) version that is currently loaded in the modem;
2. Navigate to the STATUS .... DOCSIS WAN tab and copy the entire Downstream Overview table, all the way to the bottom of the OFDM/OFDMA section and paste that into a post. It will copy and paste just like a typical section of any document. That table can be seen in the following post:
https://communityforums.rogers.com/t5/Internet/Question-about-Signal-Levels/m-p/458367#M59789
Your signal level tables will give me some idea of what your signal levels look like at the present time.
Then with a pc/laptop that is connected directly to the modem, bring up a command prompt and run a trace to anywhere. I'm assuming here that the modem is running in Gateway mode. If the modem is running in Bridge mode with a router behind it, thats fine, don't have to rip apart your network to tdo this. Type in
tracert -4 www.google.com
The trace should complete all the way to google. At this point, take note of the second IP address, or hop #2. With a direct connection to the modem (in Gateway mode) or connection to a router with the modem in Bridge mode, that address will be the Cable Modem Termination System (CMTS). I'd like you to ping that address, for the purpose of looking for packet loss.
To do that, type in the following command: ping -n 3600 xxx.xxx.xxx.xxx
where xxx.xxx.xxx.xxx is the IP address for that second hop. That will run a ping test to the CMTS for one hour, at one ping per second. When that is done, right click on the top title bar of the Command box. Select EDIT .... SELECT ALL. Then right click again and select EDIT .... COPY. Paste that into a text editor of your choice and then copy the bottom results. Paste those results into a post.
You can post both the signal levels and ping test results at the same time.
Fwiw, what you're experiencing might be the same problem that hundreds of other customers and TPIA customers have been experiencing over the last two months, without any explanation from Rogers. I refer you to the following thread:
https://communityforums.rogers.com/t5/Internet/Brutal-latency-ping-Recently/td-p/454780
@MD83 those signal levels don't look bad, and I wouldn't expect any issues where they currently sit. You're running version 7.1.1.30 which might be fairly recently loaded. Hate to ask, but can you log back in and have a look at the WAN UP time on the STATUS page. Please let know what that time happens to be. Does it related to the time when you first noticed the problems?
With that version loaded, if you haven't done it already, reboot the modem. Thats found in ADMIN .... DEVICE RESET .... Reboot. I found that when that version was loaded on my modem, the modem was very unstable in terms of the download and upload data rates. I run my 4582 in Bridge mode, so after a modem reboot, switch back to Gateway mode and then into Bridge mode again, the modem performed as expected. So, fwiw, I'd run a reboot at a minimum, and if that doesn't produce the desired effect, consider a factory reset and then set the modem up from scratch.
Now, the complicating issue is that there are big problems in the Rogers network these days, so, its hard to separate local issues from network issues. All one can do is eliminate all of the variables, one by one.
Edit: ok, I see the additional note. Thats very odd to say the least. Yes, its done at a command prompt. Ok, can you copy the trace results and post those so we can see how far the trace runs. We'll do this one step at a time and sort it out as we go along.
Ok, there's something definitely off with that trace, none of it belongs to Rogers network. Are you running a VPN by any chance?
The first part of the trace 45.xxx.xxx.xxx belongs to https://www.linode.com/
The second part belongs to google.
With the Residential Gateway Function enabled, the modem is running in Gateway mode. That means that you have a double NAT situation on the go where the modem and google's wifi are providing a Network Address Translation from external address to internal address. That's not going to stop you from connecting to the internet from the mesh network, its just not very efficient. Now, if the Google wifi is running in a Bridge mode or Access Point mode, then there is no double NAT and the modem is running the network in terms of providing LAN IP addresses.
It wouldn't necessarily cause problems, more an issue of confusion at the present time. The modem and TP-Link configuration also depends on what you need from the modem and router. If you don't need an ethernet connection to the modem at all, you can simply run the modem in Bridge mode and let the TP-Link run in NAT mode, running the network for the house.
If you need the modem for its ethernet ports, then the more efficient way to run the network is to run the TP-Link router in Bridge mode.
Fwiw, the TP-Link router will most likely have a far better choice of user settings that you can use. The drawback of running the router in Bridge mode is that you would lose those settings.
So, there are a few considerations here, including your ethernet requirements for the modem if any, and requirements for the TP-Link router and the potential loss of functionality if the router is running in Bridge mode.
CODA in Bridge Mode: same result. did you run the trace from a device connected to the Google wifi?
I need to do some quick reading here, don't have time at the moment. I'll get back to this after supper.
Edit: one caveat. If you're going to run the modem in Bridge mode, you have to ensure that the TP-Links IPV4 and IPV6 firewalls are up and running. It might be a single setting, there might be two settings. You'll have to look thru the user settings to determine that.
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