Intermittent disconnects

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I've Been Here Awhile
Posts: 3

Re: Intermittent disconnects

Internet dropping

 

I currently have the Rogers Ignite 60 package for my home internet. It is connected to an Apple  Airport Extreme, which I use as my WiFi network. Every other day (or even daily), my WiFi connection says that it is connected, but there is no internet available (Apple's AirPort Utility shows no internet to the Rogers modem, but the Rogers modem lights show internet is still connected). If I reboot both devices, the internet comes back - but this is terribly frustrating to do every time. 

 

Has anyone else had this issue? If so, any ideas how to solve it?

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I'm Here A Lot
Posts: 6

Re: Intermittent disconnects

Thanks @Datalink & @Gdkitty

 

The paste was complete, only one upstream Smiley Sad 

 

I'll give them a ring now and ask that they investigate further!

Resident Expert
Resident Expert
Posts: 1,066

Re: Intermittent disconnects

@TyWilliamsCA

 

When you call in, ask them for check your neighbours signal levels too. If everyone on your block has good signal levels and just your level is bad then the issue is your line. If other people on your Tap/Node have bad signal levels then maintenance will have to come out and fix your neighbourhood.

 

Either way the signal is WAY out've spec, and you're missing 2 upload channels.

 



I've Been Around
Posts: 1

Re: Intermittent disconnects

It's been happening to me for the past month.  Power cycling modem and router almost every day and internet comes back after a reboot

 

I have a TP-Link router connected.  However, I've disconnected my router, factory reset the modem and used the modem wifi from the hitron to see if the issue persist

 

Same issue.  I've already swapped modems as per instructions from Rogers support and it's still happening

Resident Expert
Resident Expert
Posts: 6,020

Re: Intermittent disconnects

@mm2983 and @gpmunsayac, can you log into your modem, navigate to the STATUS .... DOCSIS WAN page, copy the downstream and upstream table and paste that into a post.  The copy and paste process will paste in the text contents of the table.  That table contains the cable signal levels and signal to noise ratios which will be of interest at the present time.  



I've Been Here Awhile
Posts: 3

Re: Intermittent disconnects


Downstream Overview
Port ID
Frequency (MHz)
Modulation
Signal strength (dBmV)
Signal noise ratio (dB)
Channel ID
1
615000000
256QAM
0.300
40.366
11
2
579000000
256QAM
-0.700
38.605
5
3
585000000
256QAM
-0.100
38.983
6
4
591000000
256QAM
0.000
40.366
7
5
597000000
256QAM
0.000
38.983
8
6
603000000
256QAM
0.300
40.366
9
7
609000000
256QAM
0.600
38.983
10
8
303000000
256QAM
-1.900
37.636
1
9
621000000
256QAM
0.200
38.983
12
10
633000000
256QAM
0.200
40.946
13
11
639000000
256QAM
0.700
38.983
14
12
645000000
256QAM
0.300
38.983
15
13
651000000
256QAM
0.200
38.605
16
14
657000000
256QAM
0.700
38.983
17
15
663000000
256QAM
0.700
38.605
18
16
669000000
256QAM
1.000
38.983
19
17
675000000
256QAM
1.400
38.983
20
18
681000000
256QAM
1.600
38.983
21
19
687000000
256QAM
1.800
38.983
22
20
693000000
256QAM
1.800
40.366
23
21
699000000
256QAM
1.800
40.366
24
22
705000000
256QAM
1.900
40.366
25
23
711000000
256QAM
1.600
38.983
26
24
717000000
256QAM
1.400
38.605
27

Upstream Overview
Port ID
Frequency (MHz)
BandWidth
Modulation Type
Signal Strength (dBmV)
Channel ID
1
30596000
6400000
ATDMA
39.750
1
2
38596000
3200000
ATDMA
41.500
3
3
23700000
6400000
ATDMA
39.750
2
Resident Expert
Resident Expert
Posts: 6,020

Re: Intermittent disconnects

@mm2983 those signal levels are fine.  I wouldn't expect any disconnects based on those levels and signal to noise ratios.  Can you have a look a the back of the modem when the next disconnect occurs.  Check the connected port LED at the back of the modem.  Is it still showing a flashing amber (1 Gb/s connection), flashing green (10/100 Mb/s connection) or is the LED dark, as in not lit?  

 

What modem model do you have.  There will be a product sticker at the back of the modem.  It will be a CGN3xxxx variation based on the signal levels that you posted.  

 

Are you running an unlimited internet account, which would make you eligible to swap modems for the newer CODA-4582?

 

Fwiw, you can delete anything above "Downstream Overview"



I've Been Here Awhile
Posts: 3

Re: Intermittent disconnects

@Datalink when the drop happens, the lights on the back are still showing a flashing amber.

Not sure the modem - I will check when I get home. I have an Ignite 60 package, so not sure if that makes me eligible for the swap.

Could the issue be the link between my modem and AirPort? Or the setup therein?
Resident Expert
Resident Expert
Posts: 6,020

Re: Intermittent disconnects

@mm2983 I wouldn't think at this point that there would be any issues between the modem and router.  Have you run the modem only, without any router to confirm that the problem is restricted to the modem on its own?  When you have the service disconnect, is that a brief disconnect, or, do you have to reboot the modem to regain an internet connection?  If you do have to reboot the modem, leave it alone and call tech support.  Ask the CSR to run a signal check on the modem and indicate to him or her that at that point in time, you have no internet connection.  It would be better at that point to be connected via ethernet to remove any wifi issues from the mix.  I wonder if at that point of a service interrupt, if you connected a laptop or pc directly to the modem, whether or not it would be assigned an IP address and have internet service.  If not, then that definitely points to the modem or something beyond the modem.  Thats an important point as it removes the router from the picture.  The question at this point is whether or not the CSR can communicate with the modem when you have a service interrupt in progress.  This might also be an issue further upstream, so, asking the CSR to have a look at this when the service has failed will hopefully determine where the problem exists.  Ask the CSR to check your neighbors modems as well.  That will help determine where the issue lies, with your particular cable and modem, or further upstream. 

 

Out of curiosity, are you using any type of power bar to run your computer equipment?  And, if so, if that power bar has an ethernet surge arrestor capability, are you running the RG-6 cable from the wall port to the power bar and then to the modem?  If you are running any type of power bar I would suggest removing it completely and running the equipment from the wall electrical socket, or via extension cords.  Power bars often contain metal oxide varistors to prevent any over voltage condition from damaging connecting equipment.  These will last for a long time, but when the varistor starts to fail, it can create enough RF noise to kill cable and ethernet signals.  Tech support will ask you to do the same without explaining why, but, there is a logical reason to do this when your troubleshooting issues such as what you're experiencing. 



I've Been Here Awhile
Posts: 4

Re: Intermittent disconnects

So, I have this issue too. Brief disconnects that last 30 seconds or so. It happens daily but not on any kind of regular cadence. Sometimes, I find that it becomes more frequent and frustrating so I unplug everything... router, connection at the house, etc and that seems to briefly help. 

 

I dont know know how to capture the necesary metrics to show my issue. Any advice as to how to trouble shoot and get help to resolve this once and for all?

 

its not my end user devices as they are all similarly affected ... iPads, laptops, etc.