Intermittent disconnects

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Resident Expert
Resident Expert
Posts: 6,052

Re: Intermittent disconnects

@Nicoledandrea30, are the service drop outs long enough that you could call tech support and ask the CSR to run a signal check, or are they very short, down and back up again? On top of that, if you have other services, such as Cable TV and/or Home Phone, are you seeing issues with those as well.  If you're seeing pixelation on the tv as the signal breaks up and/or audio issues, I'd call in to complain about that, and, oh by the way, my internet is dropping out as well.  The problem with intermittent drop outs is that they're hard to catch them in the act and contact tech support.  If necessary, I'd put tech support on speed dial, and, if a drop out occurs, call in a register a complaint.  It won't take long, a few days if that,  to build up a history of poor service.  Personal opinion, you're already at that point.  When this occurs, it would be easier if the problem device just broke once and for all.  that would make it much easier to find and fix.

 

For now, can you log into the modem, navigate to the STATUS .... DOCSIS WAN tab, copy the Downstream table, all the way down to the bottom of the Upstream table and paste that directly into a post.  Ignore the data that resides above the Downstream table as its modem specific and not needed.  The copy and paste process will paste in the text contents of the table.  It should look like the table itself when its pasted in.  

 

The signal data might already show if there is a problem with the signal levels or signal to noise ratios. 



I've Been Here Awhile
Posts: 4

Re: Intermittent disconnects

OK so i got a new modem and Im still getting disconnects but much fewer.  Todays record as per my security system connecting/disconnecting:

 

2:24am Disconnect
2:26am Reconnect

10:31am Disconnect
10:36am Reconnect

10:41am Disconnect
10:42am Reconnect

 

In my experience, I get approx 1-2 disconnects a day during weekdays and a flood on the weekend.  Here's the stats after a fresh reboot with the new modem:

This menu displays both upstream and downstream signal parameters

DOCSIS Overview
Network AccessPermitted
IP Address7.4.XX.XXX
Subnet Mask255.255.240.0
Gateway IP Address7.4.XX.X
DHCP Lease TimeD: 06 H: 04 M: 56 S: 29
Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000256QAM2.400735.084
2855000000256QAM1.800333.957
3861000000256QAM1.300433.715
4579000000256QAM2.200536.610
5585000000256QAM2.500636.387
6849000000256QAM2.100234.484
7597000000256QAM2.700833.834
8603000000256QAM1.800933.165
9609000000256QAM2.0001033.487
10615000000256QAM1.9001133.834
11621000000256QAM2.1001235.084
12633000000256QAM1.6001337.356
13639000000256QAM1.3001437.636
14645000000256QAM1.1001538.605
15651000000256QAM1.5001637.636
16657000000256QAM1.3001736.387
17663000000256QAM1.7001834.926
18669000000256QAM1.1001933.834
19675000000256QAM0.8002033.377
20681000000256QAM0.9002132.963
21687000000256QAM0.5002232.585
22693000000256QAM1.7002333.377
23699000000256QAM1.4002433.377
24705000000256QAM2.1002533.957
25711000000256QAM1.3002634.484
26717000000256QAM1.9002735.780
27723000000256QAM1.9002836.387
28825000000256QAM2.6002938.605
29831000000256QAM2.8003037.356
30837000000256QAM3.1003136.610
31843000000256QAM2.3003235.084
32303000000256QAM-4.800132.237
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
04K275600000YESYESYES-1.500000
1NANANONONONA
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
123700000ATDMA - 64QAM49.00026400000
238596000ATDMA - 64QAM47.75033200000
330596000ATDMA - 64QAM47.00016400000
OFDM/OFDMA Overview
Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size
0DISABLED0.50000.00000.0000-inf-1.00004K
1DISABLED0.50000.00000.0000-inf-1.00004K
Resident Expert
Resident Expert
Posts: 6,052

Re: Intermittent disconnects

 

@mike_toronto2, new modem, my opinion still hasn't changed.  You still have a problem with your cable signals that run between 5 and 500 Mhz.  Either its a cable and/or connector issue, or, there is a problem with the Cable Modem Termination System (CMTS) which your modem is connecting to or there is a huge noise issue below 500 Mhz.  If this was a problem with the CMTS, or an area noise issue or possibly an issue with the local tap , which all of your immediate neighbors connect to, you and your neighbors would all have the same issue.  If that's the case, then this isn't a problem for a contractor tech.  This will require a Rogers tech to sort out the issues, which are either with the CMTS, with some noise source, or the local tap.  

 

Your upstream signal levels are still high, near the failure point, but not there just yet.  I would bet that the drop outs are related to those levels, possibly if they're peaking above 51 dBmV momentarily and causing the modem output to shut down.  

 

The DOCSIS 3.1 signal level is still below 0 dBmV.

 

The low channel DOCSIS 3.0 Downstream channel is at -4.8 dBmV.

 

On top of that you're experiencing drop outs.  So, taken one at a time, yup, the levels are still within spec and individually they could be ignored.  Taken as a total picture, you have a problem, and if tech support isn't helping, you're being ignored, plain and simple.  You should not be seeing any dropouts at all.  Your service should be rock solid and you should'nt have to ever think about the modem.  So, you will either have to impress upon tech support the severity of the problems with the dropouts and the signal levels, or, get the moderators at @CommunityHelps on the case.  If you follow that link, it will take you 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 compostion page.  It will already be address.  Fill in the title and text info and hit send.  Watch for a number overlaying your avatar at the upper right hand corner of the forum page when you're logged into the forum.  That avatar is a link to your profile and to the message boxes.  Follow the links down to the message inbox.  

 

Lastly, here's an plot of your second signal data set with the second modem.  Looks pretty much like the first one.  The upper frequencies above 500 Mhz are all clustered around 1.8 dBmV, which isn't bad.  There's a 1 to 1.5 dBmV range around that point, which isn't too bad at all.  The drop at the front end down to -4.8 dBmV is a little extreme, but its just part of the picture below 500 Mhz. 

 

Edit:  if you were to call tech support, ask the CSR to check your Downstream DOCSIS 3.1 signal level (ask what it is).  Also, have him or her to check your modem and your neighbors modems for high noise levels below 500 Mhz and for high upstream signal levels.  They should all be down around 30 to 32 dBmV, not sitting up around 48/49 dBmV, close to the 51/52 dBmV failure point.  If your modem and the neighbors modems are very similar in terms of the signal levels, then this is a job for a Rogers tech.  If on the other hand, your signal levels are unique and everyone elses signal data is normal, then you should expect a visit from a contractor tech.  

 

mike_toronto2 Signal Levels #2.png



I've Been Around
Posts: 1

Re: Intermittent disconnects

Wifi dropping connection

 

So here are stats before I begin

 

Coda 4582 router (has the back dot on the back)

firmware 2.0.10.33T3

hardware version 1A

 

Intermitently my wifi networks both just stop responding to the point, they don’t even show up in the available network lists on my devices, when this happens, after I wait for about 10 mins just to see if it comes back on its own (which it never has) I have to reboot the router, sometime multiple times for it to kick in.  (Completely unplugged, sits for 5 mins, then plug back in) More often than not it’s on the 2.4ghz network, but the 5ghz does it too just not as often.  What’s interesting is that I have an Xbox hardwired to the router and that keeps going regardless, the connection ISP wise seems solid. 

 

What fustrating is that I can’t reliably recreate the issue, it’s just randomly happens, and it seems to happen in bunches, like it will be fine for a week, and then one afternoon it just flips out on me, and I have to reboot multiple times, to get the wifi to kick back in....   those symptoms sound like a firmware issue.  But I’m not sure at this point,  suggestions?

 

i have already, reset the router, and reset up manually, I double checked that there isn’t any conflicting wifi networks close by, and I don’t think it’s an interference thing because nothing is moving and it will work for a week straight without issue and as intended...

 

any help would be appreciated, thanks

I've Been Here Awhile
Posts: 3

Re: Intermittent disconnects

Well here we go again,paying a good dollar for unreliable internet...connection is horrible at best of times.Good one minute..booted off the next..incredibly annoying.Had a tech come 2 weeks ago..worked ok for a few days..now worst then ever...What the . is issue?Anyone else have a similar issue?We have the Rocket Wifi modem...and rogersignite 100 u..however i never see speeds higher than 20 mbps...Whats the best Modem to use?

Moderator
Moderator
Posts: 1,487

Re: Intermittent disconnects

 

Hello,

 

Thank you for posting your concern in the Community. The intermittent Internet either wired or wireless can definitely be bothersome. We can help find the solution for you. 

 

 @ayeager1 - Your modem is running the latest firmware available at the moment and the issue doesn't seem to be firmware related. Since the wired connection remains stable when the WiFi goes offline the issue could be related to WiFi antenna. Since how long are you experiencing the issue? I suggest swapping the modem.

 

 @user987654321 - The Rocket WiFi modems are ideal for the Ignite 100u package. Are you testing the speed on a WiFi connection? Please provide more details of the device(s) you are testing speed on and whether you are using the 2.4 GHz or the 5 GHz network. 

 

Just to rule out it’s not the signal issue, would you please post the Downstream and Upstream tables from the Status/DOCSIS WAN page of the modem, this data will help in analyzing the signal reaching to your modem.

 

Thanks,

RogersMoin

 

 

I've Been Here Awhile
Posts: 3

Re: Intermittent disconnects

Thanks for the help..however the rogers tech found the issue..it happened to be a faulty connection in the wallplate not the cable...it was the cause for the dropouts and for the tv pixelating as well.I have replaced the rocket wifimodem with the gigabyte...and now have speeds on average of 185 mbps...and no dropouts...what a relief!

I've Been Here Awhile
Posts: 4

Re: Intermittent disconnects

So the technician came over and came to the conclusion that the signal was 'too high'.  He removed the powered splitter and instead added a splitter between the line-in and modem which he said would lower the signal to acceptable levels.  Here is the Docsis Wan data after adding the splitter, can someone validate that the signal is now improved? Im monitoring now to see if dropouts returns.

 

DOCSIS Overview
Network AccessPermitted
IP Address7.4.X.X
Subnet Mask255.255.240.0
Gateway IP Address7.4.X.X
DHCP Lease TimeD: 06 H: 23 M: 10 S: 39
Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1603000000256QAM-2.800933.063
2849000000256QAM-3.300234.484
3855000000256QAM-2.900333.957
4861000000256QAM-3.700433.487
5579000000256QAM-3.500536.610
6585000000256QAM-2.700635.780
7591000000256QAM-3.100735.084
8597000000256QAM-2.300833.957
9303000000256QAM-7.200132.585
10609000000256QAM-2.8001033.487
11615000000256QAM-2.7001133.834
12621000000256QAM-3.2001234.773
13633000000256QAM-3.4001336.610
14639000000256QAM-3.1001437.636
15645000000256QAM-3.0001538.605
16651000000256QAM-3.3001637.636
17657000000256QAM-3.2001736.610
18663000000256QAM-3.6001834.926
19669000000256QAM-3.4001933.834
20675000000256QAM-3.3002033.377
21681000000256QAM-3.5002132.963
22687000000256QAM-3.8002232.585
23693000000256QAM-3.6002332.963
24699000000256QAM-3.3002433.063
25705000000256QAM-3.1002533.834
26711000000256QAM-3.1002634.484
27717000000256QAM-2.8002735.780
28723000000256QAM-3.4002836.610
29825000000256QAM-2.0002938.605
30831000000256QAM-2.5003037.356
31837000000256QAM-2.2003136.387
32843000000256QAM-2.8003234.926
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES-5.599998
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
123700000ATDMA - 64QAM37.25026400000
238596000ATDMA - 64QAM39.25033200000
330596000ATDMA - 64QAM37.25016400000
OFDM/OFDMA Overview
Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size
0DISABLED0.50000.00000.0000-inf-1.00004K
1DISABLED0.50000.00000.0000-inf-1.00004K
Retired Moderator RogersCilio
Retired Moderator
Posts: 390

Re: Intermittent disconnects

Hey @mike_toronto2,

 

Thanks for the feedback. The upload signal levels look much better from where they were prior to the technician visit. Hopefully your connection has been more stable since? Continue to monitor it for now and please, do keep the Community updated. If you have any further inquiries, you know how to reach us Smiley Wink.

 

We appreciate your contribution!

 

Cheers,

RogersCilio

I've Been Here Awhile
Posts: 3

Re: Intermittent disconnects

Intermittent disconnects and long ping time

 

Hi,

 

For the past few months I have had problems with intermittent disconnects and long ping time.  I called tech support multiple times and the last time I was asked to exchange for a new modem, which seems to help a bit but the problem does not go away.  I live in a house.  Please help! Thanks.

 

Modem: Hiltron CODA 4582U

Hardware Version 1A
Software Version 2.0.10.28T2

 

Attached are screenshots of ping times:

 

Screen Shot 2018-02-14 at 10.38.16 PM.jpegScreen Shot 2018-02-14 at 10.38.16 PM.jpeg