Intermittent disconnects - CODA-4582U

[OttawaDave1]

I have been experiencing intermittent disconnects of internet service for a few minutes at a time and have replaced the CODA-4582U with no improvement. The modem is is bridged mode and after reading some of the other posts I believe there may be a signal issue. I was able to capture the following info from the DOCSIS Event log today and was hoping someone could interpret and point me in the right direction to resolve the issue.

Thanks for your help. 

**Removed logs due to Community Guideline: Keep personal info private. - RogersZia**

***Edited Labels***

[eagur]

Hi,

Just tried the trace route command, and this is what I got back.  What is the IP im seeing?

C:\Users\erik_>tracert -4 www.google.ca

Tracing route to www.google.ca [172.217.0.227]
over a maximum of 30 hops:

1 20 ms 10 ms 12 ms yyz10s03-in-f3.1e100.net [172.217.0.227]

Trace complete.

Thanks,

-Erik

[Datalink]

@eagur that is one of numerous Google IP addresses that you might connect to via Rogers as indicated in the Whois data:

https://bgp.he.net/ip/172.217.0.227#_whois

[eagur]

So I'm also having short intermittent internet outages and trying to figure out where the problem is.

How do I get the trace route to show the other hops?

During these outages I can always ping my router/ap's

The black rogers ignite modem is in bridge mode, and I can still ping it at 10.0.0.1 at the start of the outage, but then it becomes unresponsive for a short bit, then when it pings again, the internet is back.  Is this the modem rebooting? Seems a bit quick for that...

Thanks,

-Erik

[Kryshome]

Just an update on my case, do what I did and get OOTP involved with your case if you have had several techs and senior techs over and havent had your issue resolved. 

The cable leading to the pedestal was damaged (all of the techs refused to say this was the issue.) OOTP sent one of their best senior techs the same day they called me, he gave me his business card. Instantly found a problem at the pedestal. 2 weeks later they finished digging a new line down the street, AND he refered me for RG 11 install which is getting done as I write this. My downstream signal is now too high and Rogers needs to adjust the signal. My entire street was having problems (atleast anyone with a coda), and it took ME several hundred phone calls, and probably over 50 live chats before they started taking my problem seriously. I just happened to be one of the furthest houses down the street which is why my issues were more pronounced. The Rogers maintenance crews have been hiding the issue by continuously boosting the signal at the pedestal, but at this point the cable was too severely damaged.

So if you have a problem that hasnt been solved, dont post on the forums, its easiest to keep calling in and asking directly for a manager, then ask to be refered for OOTP. I'm so dang tired of jumping through hoops for Rogers. I'll be seeking credits to cover for the last several months of internet intermittancy. I'm not paying a dime for the kind of . I had to go through just to get them to fix a problem in their infrastructure. I hope my street is thankful I was so persistant because this issue would likely have not been resolved until the internet completely ceased working. 

All in all, this experience was a joke. I am grateful OOTP was able to help. Rogers needs to figure things out because as soon as Bell rolls out fibre to the door I'm jumping ship. Not saying Bell is any better but I'll gladly take new infrastructure over old outdated coax any day of the week. 

Edit: Now they just need to lower the signal and the service should hopefully be working as planned.  

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	621000000	256QAM	14.200	12	35.780
2	849000000	256QAM	14.100	2	34.346
3	855000000	256QAM	13.000	3	33.957
4	861000000	256QAM	13.000	4	33.957
5	579000000	256QAM	14.100	5	35.595
6	585000000	256QAM	13.500	6	35.595
7	591000000	256QAM	14.100	7	35.595
8	597000000	256QAM	14.400	8	35.595
9	603000000	256QAM	13.700	9	35.595
10	609000000	256QAM	14.100	10	35.780
11	615000000	256QAM	14.600	11	35.595
12	279000000	256QAM	8.400	1	36.610
13	633000000	256QAM	14.600	13	35.780
14	639000000	256QAM	14.100	14	35.595
15	645000000	256QAM	14.500	15	35.780
16	651000000	256QAM	14.400	16	35.595
17	657000000	256QAM	14.000	17	35.595
18	663000000	256QAM	13.800	18	35.595
19	669000000	256QAM	13.400	19	35.595
20	675000000	256QAM	13.600	20	35.084
21	681000000	256QAM	13.000	21	35.084
22	687000000	256QAM	13.000	22	35.084
23	693000000	256QAM	13.200	23	35.084
24	699000000	256QAM	12.900	24	35.084
25	705000000	256QAM	12.900	25	35.084
26	711000000	256QAM	13.700	26	35.595
27	717000000	256QAM	12.800	27	34.926
28	723000000	256QAM	12.500	28	35.084
29	825000000	256QAM	12.900	29	33.957
30	831000000	256QAM	12.900	30	33.834
31	837000000	256QAM	13.000	31	33.957
32	843000000	256QAM	13.300	32	33.957

OFDM Downstream Overview

Receiver	FFT type	Subcarr 0 Frequency(MHz)	PLC locked	NCP locked	MDC1 locked	PLC power(dBmv)
0	NA	NA	NO	NO	NO	NA
1	4K	275600000	YES	YES	YES	9.400002

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	21100000	ATDMA - 64QAM	33.750	1	3200000
2	38700000	ATDMA - 64QAM	32.500	4	6400000
3	32300000	ATDMA - 64QAM	32.250	3	6400000
4	25900000	ATDMA - 64QAM	31.750	2	6400000

OFDM/OFDMA Overview

Channel Index	State	lin Digital Att	Digital Att	BW (sc's*fft)	Report Power	Report Power1_6	FFT Size
0	DISABLED	0.5000	0.0000	0.0000	-inf	-1.0000	4K
1	DISABLED	0.5000	0.0000	0.0000	-inf	-1.0000	4K

[zzzl]

I've had the worst experience with the internet connections in the past week. I'm using the CODA-4582u as well. Both the wired and wireless devices keep disconnecting from the internet literally every few mins...Even if the devices connect, the internet still drops as if there is no access. It would work for one sec then drop again. What ridiculous is i couldn't even open this forum using my network. Had to go somewhere else to post this message.

I've tried what i could do myself: unplug cables/reboot/factory set/ swap the modem with nothing was improved. I tried to ask for a tech visit via live chat, and that CSR just insisted it is an "area issue" and literally forced me to end the conversation. 

I've grabbed some logs from last night. Could anyone help me take a look if there is anything unusual? It looks ok to me from what i've learnt from the forum. Is it a issue related to the infrastructure/lines? I don't mind cancel the rogers service and spend more ,money joining Bell if the issue can be fixed right away by doing that.

Thank you,

Downstream Overview
Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	256QAM	2.1	7	37.356
2	855000000	256QAM	2.8	3	37.356
3	861000000	256QAM	2.3	4	37.356
4	579000000	256QAM	2.5	5	36.61
5	585000000	256QAM	1.9	6	36.61
6	849000000	256QAM	3.3	2	37.636
7	597000000	256QAM	1.6	8	36.61
8	603000000	256QAM	2	9	36.61
9	609000000	256QAM	2.1	10	37.356
10	615000000	256QAM	2.6	11	37.356
11	621000000	256QAM	2.7	12	37.356
12	633000000	256QAM	2.6	13	37.356
13	639000000	256QAM	2.4	14	36.387
14	645000000	256QAM	2.4	15	36.387
15	651000000	256QAM	2.4	16	37.356
16	657000000	256QAM	2.2	17	36.61
17	663000000	256QAM	1.9	18	36.61
18	669000000	256QAM	2	19	37.636
19	675000000	256QAM	2	20	37.356
20	681000000	256QAM	2.2	21	37.356
21	687000000	256QAM	2	22	37.636
22	693000000	256QAM	2	23	37.356
23	699000000	256QAM	2	24	36.61
24	705000000	256QAM	2.1	25	36.61
25	711000000	256QAM	2.1	26	37.356
26	717000000	256QAM	2.1	27	36.61
27	723000000	256QAM	1.9	28	36.61
28	825000000	256QAM	2.7	29	37.636
29	831000000	256QAM	2.7	30	37.636
30	837000000	256QAM	3.2	31	37.636
31	843000000	256QAM	3	32	37.356
32	279000000	256QAM	0.6	1	36.387
OFDM Downstream Overview
Receiver	FFT type	Subcarr 0 Frequency(MHz)	PLC locked	NCP locked	MDC1 locked	PLC power(dBmv)
0	4K	2.76E+08	YES	YES	YES	1.1
1	NA	NA	NO	NO	NO	NA
Upstream Overview
Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	36996000	ATDMA - 64QAM	50.5	8	6400000
2	13696000	ATDMA - 64QAM	52.5	5	6400000
3	30596000	ATDMA - 64QAM	50.5	7	6400000
4	23700000	ATDMA - 64QAM	52.25	6	6400000
OFDM/OFDMA Overview
Channel Index	State	lin Digital Att	Digital Att	BW (sc's*fft)	Report Power	Report Power1_6	FFT Size
0	DISABLED	0.5	0	0	-inf	-1	4K
1	DISABLED	0.5	0	0	-inf	-1	4K

(Log removed for security/privacy reasons. Please edit the CM-MAC address before posting. - RogersMoin)

[zzzl]

Hey @dk23 , just did get it fixed by the rogers techs? or it turns out you joined Bell and everything got fixed right away?

[RogersMoin]

Hello, @zzzl.

Thank you for posting a detailed message, and welcome to Rogers Community Forums!

The intermittent connection can certainly be disruptive. If the intermittency is due to an identified issue affecting multiple users, then a tech visit will not be helpful. 

The Upstream signal levels are at a higher threshold that may be the cause of the intermittency. We can further look into it for you; please send us a private message at @CommunityHelps. You can find details about our private messaging in this blog. 

Cheers,

RogersMoin

[Cameraguy23]

Wow those are numbers I want.
I'm in the same situation you were after reading all your posts. It's been over a year with drop- outs and I'm frustrated. Here are my numbers.

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 651000000 256QAM -5.000 16 38.983
2 849000000 256QAM -6.900 2 38.983
3 855000000 256QAM -6.900 3 38.605
4 861000000 256QAM -7.200 4 38.605
5 579000000 256QAM -5.200 5 38.605
6 585000000 256QAM -5.200 6 38.983
7 591000000 256QAM -5.000 7 38.605
8 597000000 256QAM -5.000 8 38.983
9 603000000 256QAM -5.100 9 38.605
10 609000000 256QAM -5.100 10 38.605
11 615000000 256QAM -5.100 11 38.605
12 621000000 256QAM -4.700 12 38.605
13 633000000 256QAM -4.800 13 38.983
14 639000000 256QAM -5.000 14 38.983
15 645000000 256QAM -5.000 15 38.983
16 279000000 256QAM -5.400 1 37.636
17 657000000 256QAM -4.600 17 38.605
18 663000000 256QAM -4.700 18 38.983
19 669000000 256QAM -4.900 19 38.983
20 675000000 256QAM -4.900 20 38.983
21 681000000 256QAM -5.200 21 38.983
22 687000000 256QAM -4.800 22 38.983
23 693000000 256QAM -5.100 23 38.605
24 699000000 256QAM -5.300 24 38.983
25 705000000 256QAM -5.500 25 38.983
26 711000000 256QAM -5.400 26 38.983
27 717000000 256QAM -5.600 27 38.983
28 723000000 256QAM -6.000 28 38.605
29 825000000 256QAM -6.200 29 38.605
30 831000000 256QAM -6.200 30 38.605
31 837000000 256QAM -6.300 31 38.605
32 843000000 256QAM -6.800 32 38.983
OFDM Downstream Overview
Receiver FFT type Subcarr 0 Frequency(MHz) PLC locked NCP locked MDC1 locked PLC power(dBmv)
0 NA NA NO NO NO NA
1 4K 275600000 YES YES YES -5.599998
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 21100000 ATDMA - 64QAM 43.250 1 3200000
2 38700000 ATDMA - 64QAM 40.750 4 6400000
3 32300000 ATDMA - 64QAM 40.750 3 6400000
4 25900000 ATDMA - 64QAM 39.500 2 6400000
OFDM/OFDMA Overview
Channel Index State lin Digital Att Digital Att BW (sc's*fft) Report Power Report Power1_6 FFT Size
0 DISABLED 0.5000 0.0000 0.0000 -inf -1.0000 4K
1 DISABLED 0.5000 0.0000 0.0000 -inf -1.0000 4K

[Thai69]

I recently switched from Residential Gigabyte to Business Gigabyte. Rogers gave me a new modem (CODA-4582U) and this one now randomly drops internet connections. Log shows plenty of "No Ranging Response received - T3 time-out" errors. Only a hard reboot will fix the issue. I never had this issue with the Residential Gigabyte and previous modem. Should I request a replacement modem?

[RogersMaude]

Good evening @Thai69,

Thank you for posting your situation to the Community! I hope you're doing well and staying safe.

We appreciate you took the time to bring up this situation regarding your internet service to our attention. You may not need a replacement modem.

Could you please log into the modem and navigate to Status/DOCSIS WAN and post the Downstream, Upstream and OFDM sections so that we can examine the signal levels? We definitely want to assist you with resolving this matter as soon as possible.

Looking forward to your reply!

RogersMaude

[tacocorp]

I've been a Rogers customer for ~10months and during this period I've had hundreds of cases of disconnects ranging from 1-20+ mins, whenever I've contacted support it had been resolved and it wasn't their problem it was my home network that was the issue because I'm using the modem as a modem, I have Google Wifi setup in my house.

Yesterday during a typical disconnect I called Rogers and they picked up immediately, after explaining the issue they said the community was fine but my modem was offline. This was the first time where there is clear cause of Rogers hardware being the problem, validated by their team. They then sent a technician who was no help, it was raining and from inside his car he said the line from the box to my house looked good, and he saw no issues on his end.

After 7 hours on the phone with Rogers and an expected phone call in 3-5 days from the office of the president, I'm fed up. The issue is either node-box, the box itself, box to modem or the modem device based on the technical diagnosis from Rogers. After a manager in the retention team told me they could reduce my monthly bill (why would I pay for something that doesn't even work!?) I requested a sim card for my phone so I could tether during the period that it will take for this to be resolved - they declined. 

Unfortunately for me Bell only offers 15mbps down 1up at my address so my options are limited, either set this up through my business with an expensive dedicated line, use a Rogers reseller or get very slow speeds from Bell. I'm curious if anyone on here has been able to use a different modem in case that truly is the issue or if there is a solution as both my wife and I work from home, she is a physician who has shifted her focus to the care and research of patients with Covid19 but accessing her EMR and downloading files via her hospital VPN requires a stable connection which we're unable to get with our current situation. Any help/advice would be greatly appreciated. 

[tacocorp]

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	QAM256	3.700	7	38.983
2	855000000	QAM256	3.000	3	40.366
3	861000000	QAM256	2.900	4	40.366
4	579000000	QAM256	3.799	5	38.983
5	585000000	QAM256	3.900	6	38.983
6	849000000	QAM256	2.700	2	38.983
7	597000000	QAM256	3.599	8	38.983
8	603000000	QAM256	3.599	9	40.366
9	609000000	QAM256	3.799	10	40.366
10	615000000	QAM256	4.300	11	38.983
11	621000000	QAM256	4.500	12	40.366
12	633000000	QAM256	5.099	13	40.366
13	639000000	QAM256	5.300	14	40.366
14	645000000	QAM256	5.699	15	40.946
15	651000000	QAM256	5.800	16	40.366
16	657000000	QAM256	5.800	17	40.366
17	663000000	QAM256	6.099	18	40.946
18	669000000	QAM256	6.199	19	40.366
19	675000000	QAM256	6.099	20	40.946
20	681000000	QAM256	6.000	21	40.366
21	687000000	QAM256	5.800	22	40.366
22	693000000	QAM256	5.800	23	40.946
23	699000000	QAM256	5.800	24	40.366
24	705000000	QAM256	5.900	25	40.366
25	711000000	QAM256	6.500	26	38.983
26	717000000	QAM256	6.500	27	40.366
27	723000000	QAM256	6.500	28	40.366
28	825000000	QAM256	3.799	29	38.983
29	831000000	QAM256	3.599	30	38.983
30	837000000	QAM256	3.200	31	38.983
31	843000000	QAM256	3.099	32	38.983
32	279000000	QAM256	4.900	1	38.983

OFDM Downstream Overview

Receiver	FFT type	Subcarr 0 Frequency(MHz)	PLC locked	NCP locked	MDC1 locked	PLC power(dBmv)
0	4K	275600000	YES	YES	YES	3.799999
1	NA	NA	NO	NO	NO	NA

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	25300000	64QAM	33.510	2	3200000
2	36996000	64QAM	34.770	4	6400000
3	30596000	64QAM	34.520	3	6400000
4	22100000	64QAM	33.510	1	3200000
5	0	QAM_NONE	-	---	1600000
6	0	QAM_NONE	-	---	1600000
7	0	QAM_NONE	-	---	1600000
8	0	QAM_NONE	-	---	1600000

OFDM/OFDMA Overview

Channel Index	State	lin Digital Att	Digital Att	BW (sc's*fft)	Report Power	Report Power1_6	FFT Size
0	DISABLED	0.0000	0.0000	0.0000	0.0000	0.0000	2K
1	DISABLED	0.0000	0.0000	0.0000	0.0000	0.0000	2K

[RogersTony]

Hello, @tacocorp

Welcome to the Rogers Community Forums!

It's really disappointing to hear that you've had issues spanning 10 months without a resolution even after multiple attempts.

I am confident that most of the basic troubleshooting steps have been completed. I'd like to rule out a few things inside of the home just to cover all of our bases.

Is the modem connected directly to the power socket or does it connect via a power bar/surge protector? If it is connected using a power bar/surge protector please bypass it and connect directly to the power socket. If it is connected directly to the socket already, please try using a different power socket. An extension cord may be required to make this work.

Thank you for posting your signal levels. Everything appears to be within the specified range.

Keep us posted if the intermittent disconnect issue is persistent after trying this.

RogersTony

[Cameraguy23]

Hi thanks for getting back to me. Yes I have it directly plugged into a wall socket.
I just got another modem ( the white one) might be my 10 one, crazy. I'm still having the same problem and now it keeps rebooting on its own at time. This is really unacceptable for having issues this long and paying for it. You're not a 3rd party ISP provider! Not only that but Rogers is only provider in my area and I'm stuck. If Bell was in my area I would leave in a heartbeat!!!

[iamdman]

Having random disconnects as well throughout the day (same CODA-4582U).  Disconnect lasts about 5 minutes then comes back.  Would appreciate analysis of my data below... thanks!

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	633000000	QAM256	-3.799	13	37.355
2	621000000	QAM256	-2.299	12	37.636
3	639000000	QAM256	-3.900	14	37.355
4	645000000	QAM256	-4.099	15	37.355
5	597000000	QAM256	-3.200	8	37.355
6	603000000	QAM256	-2.900	9	37.355
7	609000000	QAM256	-2.400	10	38.605
8	615000000	QAM256	-2.099	11	37.636
9	279000000	QAM256	-2.700	1	37.636
10	579000000	QAM256	-3.599	5	37.636
11	585000000	QAM256	-3.599	6	37.355
12	591000000	QAM256	-3.799	7	37.355
13	651000000	QAM256	-4.000	16	37.355
14	657000000	QAM256	-3.900	17	37.636
15	663000000	QAM256	-3.799	18	37.636
16	669000000	QAM256	-3.700	19	37.355
17	675000000	QAM256	-3.700	20	37.355
18	681000000	QAM256	-3.799	21	37.355
19	687000000	QAM256	-4.400	22	36.609
20	693000000	QAM256	-4.799	23	36.609
21	699000000	QAM256	-4.700	24	36.609
22	705000000	QAM256	-4.099	25	36.609
23	711000000	QAM256	-3.900	26	37.636
24	717000000	QAM256	-3.599	27	37.636
25	723000000	QAM256	-3.900	28	37.355
26	825000000	QAM256	-4.299	29	36.386
27	831000000	QAM256	-5.000	30	36.386
28	837000000	QAM256	-5.400	31	35.779
29	843000000	QAM256	-6.200	32	35.779
30	849000000	QAM256	-6.200	2	35.595
31	855000000	QAM256	-6.099	3	35.779
32	861000000	QAM256	-5.900	4	36.386

OFDM Downstream Overview

Receiver	FFT type	Subcarr 0 Frequency(MHz)	PLC locked	NCP locked	MDC1 locked	PLC power(dBmv)
0	NA	NA	NO	NO	NO	NA
1	4K	275600000	YES	YES	YES	-2.299999

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	30596000	64QAM	43.270	3	6400000
2	36996000	64QAM	42.770	4	6400000
3	13696000	64QAM	40.770	1	6400000
4	23700000	64QAM	42.770	2	6400000
5	0	QAM_NONE	-	---	1600000
6	0	QAM_NONE	-	---	1600000
7	0	QAM_NONE	-	---	1600000
8	0	QAM_NONE	-	---	1600000

OFDM/OFDMA Overview

Channel Index	State	lin Digital Att	Digital Att	BW (sc's*fft)	Report Power	Report Power1_6	FFT Size
0	DISABLED	0.0000	0.0000	0.0000	0.0000	0.0000	2K
1	DISABLED	0.0000	0.0000	0.0000	0.0000	0.0000	2K

[gcraven]

We have had this issue for months.  Over the phone support and many tech visits from a regular tech and then multiple visits from a senior tech.  Replaced cable running to modem and all cables going to each cable box.  Replaced the modem twice.  Both techs saw the intermittent issue at the small green box on the front lawn of the signal dropping out.  They couldn't fix it even had another team out to where it comes into the neighbourhood.  Said because it is intermittent there is nothing they can do.  Only advice was to upgrade to ignite????

[Datalink]

@gcraven it sounds like Rogers has basically abandoned your street.  If there's a cable issue on the cable that runs from the neighbourhood node to the end of the run on your street, then most likely everyone on your street that uses any cable service from any company will be affected.  I would expect Rogers and the TPIA companies to be receiving constant complaints. 

Ok, for now I'd ping off of the moderators to see what the true story is and what the notes on your account indicate.  follow this link @CommunityHelps to their public page when you are logged into the forum.  On that page will be a link to "Send this user a private message".  Follow that link to the message composition page.  It will already be addressed.  Fill in the subject and details.  Please include your account number for your home services so that the one of the moderators can start looking at the previous tech notes.  The moderators can arrange for Senior tech visits, but, it sounds like your beyond that stage and you probably require a maintenance crew to determine what the problem is.  I leave it for the moderators to kick this over to the engineering staff to figure it out. 

When you're logged into the forum, look for a number overlaying your avatar in the upper right hand corner.  That avatar serves as a link to your profile and message inbox and sent box.  Follow those links down to the message inbox.  You can simply respond to the messages by following the response links on the page. 

I'd keep after the moderators, looking for a response on how this will be addressed.  In cases like this persistence is the key. 

Switching to the Ignite modem will not solve the problem, switching to any other modem won't solve the problem when there's a cable issue on the cable run from the neighbourhood node. 

There's more to say on how to log the packet loss that occurs between the modem and the Cable Modem Termination System.  Its rather late, so that's for another post later today or tomorrow.

[dijitzd]

I've had the same experience... It actually seemed ok for the last few weeks for no reason with minor d/c's here and there and all of a sudden I'm getting the constant intermittent d/cs all over again and for longer periods of downtime. This is unacceptable. I'm on the phone right now ready to cancel my rogers account. Never had these issues with Bell - Only switched because Rogers had better speed packages available for a lower cost... Now I can see why. 

[dijitzd]

Funny thing is, I am an ignite customer as well and let me tell you that it doesn't get any better. 

[gcraven]

I had a Rogers sales rep telling me that Rogers Ignite 1Gbps internet is faster then the 1Gbps Rogers Digital Internet that I currently have.  He couldn't tell me why if I am paying for 1Gbps speed that their ignite 1Gbps speed is faster, just that it was.  They are both 1Gbps but one is faster.  🤔

[ansred]

Issue:

Rogers Modem - Internet keeps dropping at least 3-5 times a day

Modem Hitron Details:

Hardware Version	2A
Software Version	7.1.1.33

Modem Logs:

11	01/11/2021 09:29:41	82000200	Critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=xxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
12	01/11/2021 20:19:57	66030111	Alert	CM Certificate Error;CM-MAC=;CMTS-MAC=xxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
13	01/11/2021 23:18:28	82000200	Critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=xxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
14	01/12/2021 15:51:44	82001200	Warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=;CMTS-MAC=xxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
15	01/12/2021 20:34:29	82000200	Critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=xxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
16	01/12/2021 20:54:20	66030111	Alert	CM Certificate Error;CM-MAC=;CMTS-MAC=xxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
17	01/12/2021 22:09:26	82001200	Warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=;CMTS-MAC=xxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;

It's really frustrating doing this since this pandemic started, already called support and used chat and keep saying no issues on the modem and there is no outages.

Can you advise please?

I am thinking of moving to another service provider to be honest.