Intermittent disconnects

Need Help?

That's what we're here for! The goal of the Rogers Community is to help you find answers on everything Rogers. Can't find what you're looking for? Just ask!
cancel
Showing results for 
Search instead for 
Did you mean: 
Reply
Resident Expert
Resident Expert
Posts: 5,808

Re: Intermittent disconnects

@jn1234 are you connecting to the modem via wifi or via USB-C to gigabit ethernet adapter?  If you're connecting via wifi, is that via 2.4 or 5 GHz network, and, can you have a look at the following post regarding wifi settings and monitoring your wifi environment to determine the best operating channel:

 

http://communityforums.rogers.com/t5/Internet/slow-wifi/m-p/399949#M47222

 

 



I've Been Here Awhile
Posts: 3

Re: Intermittent disconnects

@Datalink I connect to the modem via Wifi.  I have the same problems with both 2.4 GHz and 5 GHz.  I've also tried different channels as well to no avail.  I'll check the link you provided and give it another try.  Thanks.

I've Been Here Awhile
Posts: 3

Re: Intermittent disconnects

@Datalink The change of the settings in the router doesn't help.  The issue is still there.  Please note that I don't have problem with the speed, it's the intermittent disconnects and long pings.  Thanks.

 

New pings today:

Screen Shot 2018-02-16 at 4.34.44 PM.jpeg

Highlighted
Resident Expert
Resident Expert
Posts: 5,808

Re: Intermittent disconnects

@jn1234 the problem at the present time is that no one knows if the disconnects are a wifi or wired issue.  Do you have a wired pc or laptop or a Type C to gigabit ethernet adapter for your mac that you can use for wired testing purposes? 



I've Been Here Awhile
Posts: 3

Re: Intermittent disconnects

I've been having connection issues for some time now. The general problem is that every now and then, for no apparent reason, I will get disconnected from the internet. This usually only lasts for a minute or two, at which point the connection comes back up. It may not sound like a big deal, but it can be a real problem for online gaming. Here's what I already know from my own troubleshooting:

 

  • The problem occurs over both WIFI and wired Ethernet connections
  • The problem occurs on both my gaming PC and a work laptop
  • The modem has been replaced by Rogers multiple times
  • The cable between the modem and the wall jack has been replaced
  • A technician felt that our signal strength was a little too high, and put a special connector on the modem to decrease the signal strength

Lately I decided to follow a 'how-to' article and gather some connection stats from the 'DOCSIS WAN' tab of my modem. When the connection is working, the numbers are all within expected ranges, from what I can tell. There are about 32 downstream ports, with signal strength ranging from about 4.3 to -2.6 and the signal to noise ratio runs from 37.6 to 35.5. There are also 3 upstream ports with signal strength ranging from 42 to 47.

 

When the connection was down, I took a second look at the page, and the numbers were very different. There were now only 7 downstream ports. The signal strength ranged from 4.2 to 2.5. The first port had a signal to noise ratio of 37.3, and the rest ranged from 18.2 to 19.7. There was also only 1 upstream port, which had a signal strength of 48.

 

At this point I'm looking for assistance in analyzing the data and deciding what to do next. I'm guessing the disappearing ports was a mere side effect of the connection being dropped, and the modem attempting to re-establish. I'm curious though, if the low signal to noise ratios are also a likely side effect of the connection drop, or if they are more likely to be the root cause? I live in an apartment building, so it is possible that something is causing some kind of spike in interference/background noise on the line.

Resident Expert
Resident Expert
Posts: 5,808

Re: Intermittent disconnects

@Ghost314 from your description it almost sounds like the buildings Multiple Dwelling Unit (MDU) that you're connected to is crashing.  Normally in a neighborhood, all of the modems, which include internet, Home Phone and Cable TV are connected to a Cable Modem Termination System (CMTS).  For a large apartment/highrise/condo type of building, the cable services are provided by one or more Multiple Dwelling Units (MDUs) located in a utility room in the building.  The larger the building, the greater probability of multiple MDUs providing services to all of the connected tenants.  Each card within the MDU will service a small portion of the connected tenants.  So, given the fact that you have swapped modems already, that rules out the modem.  Two defective modems in a row, maybe, three or four in a row, not a chance.  If that was the case, you should by buying lottery tickets.  

 

The fact that you're seeing a single channel upstream indicates that the modem is running in a survival mode, maintaining comms with the MDU or perhaps the CMTS, just depends on the size of your apartment building.   With a home installation that would be indicative of a cable problem, where the external cable is failing and requires replacement.  

 

Ruling out the modem, that leave either the cable run to the MDU/CMTS, or the MDU/CMTS itself.  If these occurrences are long enough that you can contact tech support, ask the CSR to check the other modems connected to the card that you're connected to.  If all of those modems show a single channel upstream, then the problem is with the card or with the MDU/CMTS itself.  If your modem is the only one that has the problem, that points a cable issue, which might be much harder to resolve.  If there are any spare serviceable cable runs to your floor, then it might be easy to swap cable runs.  If there aren't any spare cable runs, then this is a much harder issue to solve.  That will require a tech to determine.  

 

If the issue is with the MDU/CMTS, that will require a higher level tech to resolve.  The MDUs/CMTSs run 24/7, 365 days a year.  Normally they're pretty reliable, but, MDU issues seems to be rather problematic when it comes to locating and resolving any problems.  If there are other MDUs in the utility room that have a spare output port, it might be easy enough to swap your cable run to that port, if in fact you're connected to an MDU and that MDU card has a problem.  

 

So, hopefully this gives you a better idea of what to ask and look for.  Please let us know if you're making any progress with the problem.  If not, it might be time to get @CommunityHelps involved to arrange for a tech visit. 

 

Edit:  The best time to call tech support is when the issue is occurring, assuming of course that the single channel upstream situation remains in that condition for a long enough period of time.  Don't reboot the modem, just let it run as is.  Ask the CSR to run a signal check on the modem.  That way he or she will see the single channel mode in operation, and be able to check the other modems as well. 



Resident Expert
Resident Expert
Posts: 5,808

Re: Intermittent disconnects

@Ghost314, one more thought on this .... are you using any type of power bar to run your computer equipment?  If so, disconnect that power bar completely and run the equipment off of the wall sockets and extension cords as an experiment.  Power bars can contain Metal Oxide Varistors to provide over-voltage and transient voltage protection to connected devices.  The varistors will last for a considerable length of time, but, when they start to fail they can create enough RF noise that will kill cable signal levels.  As there may be more than one path for that noise to enter the modem, its necessary to pull that power bar out of the system and leave it completely unplugged from its power source and from the connected devices. 



I've Been Here Awhile
Posts: 3

Re: Intermittent disconnects


Datalink wrote:

If these occurrences are long enough that you can contact tech support, ask the CSR to check the other modems connected to the card that you're connected to.  If all of those modems show a single channel upstream, then the problem is with the card or with the MDU/CMTS itself.  If your modem is the only one that has the problem, that points a cable issue, which might be much harder to resolve.


The outage usually lasts about 1 to 2 minutes, so depending on wait time, calling tech support while it's happening can be tricky. However, I do recall tech support telling me at one point, that they haven't been having similar problems with other customers in the area, so it wasn't just a 'low service area' or anything of that nature. This may not completely rule out the MDU/CMTS itself being the problem, but I feel like it's unlikely, as I would expect some of the other affected people to have complained at some point.

 


Datalink wrote:

If there are any spare serviceable cable runs to your floor, then it might be easy to swap cable runs.


I tried looking around my apartment for a second cable jack to plug the modem into, but couldn't find one. If there is another cable run, it probably isn't set up.

 


Datalink wrote:

one more thought on this .... are you using any type of power bar to run your computer equipment?  If so, disconnect that power bar completely and run the equipment off of the wall sockets and extension cords as an experiment.


I usually keep the modem plugged into an extension cable that runs to my UPS. My UPS is fairly high-end for protecting a single system (or very low end for a server room), and does things like automatic voltage regulation. If anything, I would expect the UPS to eliminate any electrical noise, but I tried plugging the modem directly into the wall socket anyway. It's rented from Rogers anyway, so I guess I don't need to be too worried if it gets fried Smiley Tongue

 

I'll post back if the problem happens again, but I have a feeling there will need to be another tech visit at some point.

Resident Expert
Resident Expert
Posts: 5,808

Re: Intermittent disconnects

@Ghost314 if you see any of your neighbors from time to time, ask if they're on Rogers and if they've had any issues.  Never hurts to ask Smiley Sad  The problem with an MDU is that your immediate neighbors might be on different cards, so that poses a problem when one is attempting to troubleshoot a potential MDU issue.  Next time you chat with tech support, ask if you're on an MDU or a CMTS.  It all depends on the size of the building.  A large building would probably run one more internally located MDUs.

 

The UPS is fine, I do the same.  From what I've seen in various forums, its only the power bars that might cause issues with RF noise.  That's one of the harder items to diagnose as no one ever considers the power bar itself as the source of the problems.

 

Edit:  Giving this a little more thought, its worth knowing what you're connected to, an MDU or CMTS.  I've run into posts in this forum where the cabling for an apartment was actually external to the building, and as a result, was exposed to the weather.  When it rained, problems came up.  So, if the cable exits the building and then reenters the building, heading for an MDU, or if the building itself is connected to a CMTS, which is an external box, some portion of the cable would be exposed to the elements.  The cables don't last forever, no matter if their overhead to a utility pole or underground to a local tap.  Every once in a while they need replacing.  The symptoms that you describe, where the modem reboots (?) and then comes back up are often seen in cable failures.  If the signal levels drop far enough, the modem will reboot in order to reestablish comms with the MDU or the CMTS.  That will temporarily resolve the signal problem, but it won't cure the underlying cause.  So, if tech support has you reboot the modem, and then declares that all is well when the modem comes back up after the reboot, thats a no effort attempt to declare success.  A tech visit is the only thing that will solve an ongoing cable failure.  Sometimes it will take more than one tech visit to sort the whole thing out. 

 

If you have time at some point, can you log into the modem, navigate to the STATUS .... DOCSIS WAN tab, copy the downstream and upstream table, all in one go, and then paste that into a post.  Ignore the data above the Downstream table.  The copy and paste process will paste the table contents into the post, so it should look like the table itself.  Perhaps the current signal levels will indicate that a problem currently exists.  Never hurts to have a look.  



I've Been Around
Posts: 1

Re: Intermittent disconnects

Mississauga (Dundas/Winston Churchill)
So the past few weeks, my housemates and I have been getting random disconnects from the modem. I've tried without my router, resetting the modem, connecting from a separate jack... to no avail. I'm hoping for advice as to what might be the issue.

 

No. Time Type Priority Event
1 02/14/2018 22:43:50 82000200 critical No Ranging Response received - T3 time-out;CMTS-MAC=00:17:10:93:72:23;CM-QOS=1.1;CM-VER=3.1;
2 02/15/2018 00:18:59 68010300 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-QOS=1.1;CM-VER=3.1;
3 02/15/2018 00:45:15 90000000 warning MIMO Event MIMO: Stored MIMO=1 post cfg file MIMO=-1;CM-QOS=1.1;CM-VER=3.1;
4 02/16/2018 23:27:24 82000200 critical No Ranging Response received - T3 time-out;CMTS-MAC=00:17:10:93:72:23;CM-QOS=1.1;CM-VER=3.1;
5 02/17/2018 03:41:02 90000000 warning MIMO Event MIMO: Stored MIMO=1 post cfg file MIMO=-1;CM-QOS=1.1;CM-VER=3.1;
6 02/18/2018 03:41:00 68010300 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-QOS=1.1;CM-VER=3.1;
7 02/18/2018 17:43:56 84020200 warning Lost MDD Timeout;CM-QOS=1.1;CM-VER=3.1;
8 02/21/2018 03:41:01 68010300 error DHCP RENEW WARNING - Field invalid in response v4 option;CMTS-MAC=00:17:10:93:72:23;CM-QOS=1.1;CM-VER=3.1;
9 02/21/2018 15:52:24 82000200 critical No Ranging Response received - T3 time-out;CMTS-MAC=00:17:10:93:72:23;CM-QOS=1.1;CM-VER=3.1;
10 02/25/2018 03:41:02 68010300 error DHCP RENEW WARNING - Field invalid in response v4 option;;CMTS-MAC=00:17:10:93:72:23;CM-QOS=1.1;CM-VER=3.1;
11 02/25/2018 12:44:34 82000200 critical No Ranging Response received - T3 time-out;CMTS-MAC=00:17:10:93:72:23;CM-QOS=1.1;CM-VER=3.1;
12 02/26/2018 03:41:02 68010300 error DHCP RENEW WARNING - Field invalid in response v4 option;CMTS-MAC=00:17:10:93:72:23;CM-QOS=1.1;CM-VER=3.1;
13 02/27/2018 00:35:08 84000500 critical SYNC Timing Synchronization failure - Loss of Sync;CMTS-MAC=00:17:10:93:72:23;CM-QOS=1.1;CM-VER=3.1;
14 02/27/2018 00:35:16 84020200 warning Lost MDD Timeout;CMTS-MAC=00:17:10:93:72:23;CM-QOS=1.1;CM-VER=3.1;
15 02/27/2018 03:41:02 68010300 error DHCP RENEW WARNING - Field invalid in response v4 option;CMTS-MAC=00:17:10:93:72:23;CM-QOS=1.1;CM-VER=3.1;
DOCSIS WAN

This menu displays both upstream and downstream signal parameters

DOCSIS Overview
Network Access Permitted
   
Subnet Mask 255.255.240.0
   
DHCP Lease Time D: 07 H: 00 M: 00 S: 00
Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 603000000 256QAM 6.700 9 40.366
2 849000000 256QAM 4.000 2 40.946
3 855000000 256QAM 3.100 3 40.366
4 861000000 256QAM 2.900 4 40.366
5 579000000 256QAM 6.300 5 40.366
6 585000000 256QAM 5.800 6 40.366
7 591000000 256QAM 4.600 7 40.366
8 597000000 256QAM 5.400 8 40.366
9 303000000 256QAM 7.200 1 40.366
10 609000000 256QAM 4.900 10 40.366
11 615000000 256QAM 5.600 11 40.946
12 621000000 256QAM 6.300 12 40.946
13 633000000 256QAM 4.100 13 40.946
14 639000000 256QAM 5.800 14 40.946
15 645000000 256QAM 4.600 15 40.366
16 651000000 256QAM 3.600 16 40.946
17 657000000 256QAM 5.000 17 40.366
18 663000000 256QAM 5.400 18 40.366
19 669000000 256QAM 3.900 19 40.946
20 675000000 256QAM 4.900 20 40.366
21 681000000 256QAM 5.200 21 40.366
22 687000000 256QAM 3.400 22 40.366
23 693000000 256QAM 3.500 23 38.983
24 699000000 256QAM 4.500 24 40.366
25 705000000 256QAM 4.400 25 40.946
26 711000000 256QAM 3.800 26 40.366
27 717000000 256QAM 5.300 27 40.366
28 723000000 256QAM 3.900 28 40.946
29 825000000 256QAM 5.500 29 40.946
30 831000000 256QAM 5.000 30 40.366
31 837000000 256QAM 5.000 31 40.946
32 843000000 256QAM 4.600 32 40.366
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 290600000 YES YES YES 7.500000
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 38596000 ATDMA - 64QAM 34.250 3 3200000
2 30596000 ATDMA - 64QAM 30.750 1 6400000
3 23700000 ATDMA - 64QAM 30.250 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