Intermittent disconnects

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Moderator
Moderator
Posts: 1,012

Re: Intermittent disconnects

Good afternoon @Claranon!

 

Welcome to our Community!

 

Intermittent issues can be troublesome to diagnose so I'd like to run some tests on your modem and check the area from my end. My neighbourhood was once quite intermittent until a permanent fix was put in place, so I'm pretty familiar with how frustrating it can be.

 

Please PM us @CommunityHelps so I can further assist. You can find instructions on how to PM us here.

 

Regards,

RogersCorey

I Plan to Stick Around
Posts: 11

Re: Intermittent disconnects

internet going in and out

 

Our internet keeps going in and out. We have lost internet connections to our devices in our home every day, several times a day for a few days. Any ideas?

Resident Expert
Resident Expert
Posts: 5,997

Re: Intermittent disconnects

@et17 that sounds like an external cable failure.  Are the disconnections seen with both wired and wifi devices?  If its both,then I would definitely suspect an issue with that cable.  Are the service outages long enough to call tech support?  That would be the best time to call, when the cable or any other item has failed.  Its difficult to troubleshoot after the fact when everything is working as it should.  

 

In any event you can call tech support and ask the CSR to run a signal check on the modem to see if the signal levels and signal to noise ratios are where they're supposed to be at the present time.  Ensure that the CSR is aware that you're losing all services.  Put tech support on speed dial and don't hesitate to use it when you lose your Rogers services.  Fwiw, that cable doesn't last forever, and no matter if it arrives overhead from a utility pole or underground from the local tap, every few years it will usually require replacement. 

 

If you're interested you can log into the modem, navigate to the STATUS .... DOCSIS WAN tab, copy the Downstream table, all the way to the bottom of the Upstream table and paste that into a post.  Ignore the data that sits above the Downstream table as that is modem specific and shouldn't be posted in an open forum. The copy and paste process will paste in the text contents of the table.  With the signal data posted, we can see if there is a problem at the present time. 

 

The one problem with a failing cable is that it will fail, the modem will reboot and run until the next failure.  A modem reboot can temporarily return the services to their normal operation, but, it doesn't solve the underlying cable problem. 



I Plan to Stick Around
Posts: 11

Re: Intermittent disconnects

Hello Datalink
Thank you for your response
I don’t have any wired wifi devices. We use the wifi for our cell phones (both iPhone 8 Plus and an iPhone 7) to connect to.
I can’t see it being an external cable issue, as they are in our back yard, and they are for ourselves and two of our neighbors who haven’t been having issues. I have noticed that with our t.v. cable , we are not able to receive a couple of our channels that we normally watch. AMC & History, but can get them on other channels, not in HD.
If I unplug the router and plug back in, it’s fine for a few (3-20 hrs). We have zero issues if we keep our phones with the wifi turned off and just use cellular data, but that’s not what we want to do.

I would be interested in copying and posting my downstream/upstream table and posting it here. My only concern is that the internet has been working since yesterday, during the evening. If I wait for it to stop working to do this, well I just won’t be able to connect to it at all.
Perhaps I’m missing something here or maybe you would be able to tell from how it is operating anyways?
In the meantime, I’m going to see if I can figure out how to log into my modem and get that status. 😊
Thank you for all of you advice
ET17
I've Been Around
Posts: 1

Re: Intermittent disconnects

I have the same internet dropping issue since I started to use Rogers 100u service, it's extremely annoying!!!

 

I have been contacting with Roger support for many many times, 2 technicians came to my house to check the cable, they all claimed the issue should be fixed already, and I have my modem swapped 3 times, but so far the issue is still there. There will be another scheduled visit this week, however, based on my experiences, I doubt the result could be effective this time.

 

the thread shows 'Solved', but how? can anyone answer me?

Resident Expert
Resident Expert
Posts: 1,066

Re: Intermittent disconnects


@samyang wrote:

I have the same internet dropping issue since I started to use Rogers 100u service, it's extremely annoying!!!

 

I have been contacting with Roger support for many many times, 2 technicians came to my house to check the cable, they all claimed the issue should be fixed already, and I have my modem swapped 3 times, but so far the issue is still there. There will be another scheduled visit this week, however, based on my experiences, I doubt the result could be effective this time.

 

the thread shows 'Solved', but how? can anyone answer me?


@samyang

Can you give us more info on what exactly is going on with your connection. Also since you've had multiple tech visits you can ask rogers to send a Rogers tech not a third party technician.

 



I've Been Here Awhile
Posts: 4

Re: Intermittent disconnects

So we had someone come out, they diagnosed a signal strength issue, removed an amplifier and all was well for the past 2 months.  Now the intermittent failure is back.  Can someone help comment on our current signal strength?

 

DOCSIS Overview
Network AccessPermitted
IP Addressx.x.x.x
Subnet Mask255.255.240.0
Gateway IP Addressx.x.x.x
DHCP Lease TimeD: 06 H: 07 M: 37 S: 03
Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000256QAM-3.800735.084
2849000000256QAM-4.400234.212
3855000000256QAM-3.900333.957
4861000000256QAM-4.500433.487
5579000000256QAM-4.200536.610
6585000000256QAM-3.400635.780
7303000000256QAM-8.100132.585
8597000000256QAM-2.900833.957
9603000000256QAM-3.500932.963
10609000000256QAM-3.6001033.487
11615000000256QAM-3.5001133.487
12621000000256QAM-4.1001234.346
13633000000256QAM-4.2001336.610
14639000000256QAM-4.0001437.636
15645000000256QAM-3.8001537.636
16651000000256QAM-4.0001637.356
17657000000256QAM-4.3001736.387
18663000000256QAM-4.5001834.926
19669000000256QAM-4.4001933.599
20675000000256QAM-4.6002033.269
21681000000256QAM-4.9002132.676
22687000000256QAM-5.3002232.495
23693000000256QAM-5.1002333.063
24699000000256QAM-4.6002432.963
25705000000256QAM-4.2002533.834
26711000000256QAM-4.1002634.346
27717000000256QAM-3.5002735.595
28723000000256QAM-4.1002836.387
29825000000256QAM-2.9002938.983
30831000000256QAM-3.5003036.610
31837000000256QAM-3.3003135.780
32843000000256QAM-3.7003234.926
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES-6.500000
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
138596000ATDMA - 64QAM39.00033200000
230596000ATDMA - 64QAM36.00016400000
323700000ATDMA - 64QAM36.00026400000
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: 1,066

Re: Intermittent disconnects


@mike_toronto2 wrote:

So we had someone come out, they diagnosed a signal strength issue, removed an amplifier and all was well for the past 2 months.  Now the intermittent failure is back.  Can someone help comment on our current signal strength?

 

DOCSIS Overview
Network Access Permitted
IP Address x.x.x.x
Subnet Mask 255.255.240.0
Gateway IP Address x.x.x.x
DHCP Lease Time D: 06 H: 07 M: 37 S: 03
Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 591000000 256QAM -3.800 7 35.084
2 849000000 256QAM -4.400 2 34.212
3 855000000 256QAM -3.900 3 33.957
4 861000000 256QAM -4.500 4 33.487
5 579000000 256QAM -4.200 5 36.610
6 585000000 256QAM -3.400 6 35.780
7 303000000 256QAM -8.100 1 32.585
8 597000000 256QAM -2.900 8 33.957
9 603000000 256QAM -3.500 9 32.963
10 609000000 256QAM -3.600 10 33.487
11 615000000 256QAM -3.500 11 33.487
12 621000000 256QAM -4.100 12 34.346
13 633000000 256QAM -4.200 13 36.610
14 639000000 256QAM -4.000 14 37.636
15 645000000 256QAM -3.800 15 37.636
16 651000000 256QAM -4.000 16 37.356
17 657000000 256QAM -4.300 17 36.387
18 663000000 256QAM -4.500 18 34.926
19 669000000 256QAM -4.400 19 33.599
20 675000000 256QAM -4.600 20 33.269
21 681000000 256QAM -4.900 21 32.676
22 687000000 256QAM -5.300 22 32.495
23 693000000 256QAM -5.100 23 33.063
24 699000000 256QAM -4.600 24 32.963
25 705000000 256QAM -4.200 25 33.834
26 711000000 256QAM -4.100 26 34.346
27 717000000 256QAM -3.500 27 35.595
28 723000000 256QAM -4.100 28 36.387
29 825000000 256QAM -2.900 29 38.983
30 831000000 256QAM -3.500 30 36.610
31 837000000 256QAM -3.300 31 35.780
32 843000000 256QAM -3.700 32 34.926
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 -6.500000
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 38596000 ATDMA - 64QAM 39.000 3 3200000
2 30596000 ATDMA - 64QAM 36.000 1 6400000
3 23700000 ATDMA - 64QAM 36.000 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

@mike_toronto2 SNR is low, could be too much noise on the line. You're going to have to call Rogers so they can schedule a tech visit.



I Plan to Stick Around
Posts: 11

Re: Intermittent disconnects

Hello @Datalink
I’m still awaiting your instructions on how to get you the information you need from my router. Could you please reply to my message from over a week ago.
It can’t be an outside wire issue as I said before because our cable would be out and our neighbors would also be having issues as we share the same underground line which is in my back yard.
Our internet is now constantly going out especially around dinner time and all evening every 15 minutes or so. Terrible service! Time to go to Bell!
Awaiting your comments

Highlighted
I Plan to Stick Around
Posts: 11

Re: Intermittent disconnects

I’ve got the exact same issues. It seems to be Rogers wide. Seems like time to go to Bell