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.
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!
|Port ID||Frequency (MHz)||Modulation||Signal strength (dBmV)||Channel ID||Signal noise ratio (dB)|
|Receiver||FFT type||Subcarr 0 Frequency(MHz)||PLC locked||NCP locked||MDC1 locked||PLC power(dBmv)|
|Port ID||Frequency (MHz)||Modulation||Signal strength (dBmV)||Channel ID||Bandwidth|
|Channel Index||State||lin Digital Att||Digital Att||BW (sc's*fft)||Report Power||Report Power1_6||FFT Size|
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????
@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.
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.
Funny thing is, I am an ignite customer as well and let me tell you that it doesn't get any better.
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. 🤔
Rogers Modem - Internet keeps dropping at least 3-5 times a day
Modem Hitron Details:
|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.