Intermittent disconnects

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I've Been Around
Posts: 1

Re: Intermittent disconnects

internet dropping sporadically

 

We upgraded our modem to a Rocket CGN3 a few weeks ago and had it bridged to an Asus RT AC-1200 router.  Almost immediately we experienced drops in service. We "rebooted" the router and modem by unplugging them both. That would fix things temporarily but the drops would start again. The firmware for the router has been upgraded recently.

 

Called Rogers multiple times, they would check the router, the speed, the area's service (Hamilton) and everything checked out as fine. I finally unplug ALL cables (Cat5 and power) from everything and waited for 10 minutes and plugged everything back in. That seemed to work for the most part. We still seem to have small service interruptions (10-30 seconds) occasionally, which seem to fix themselves. I've called Roger a few times and they can't offer a solution, they just blame my router which, prior to the new modem, operated flawlessly and never dropped anything (in conjunction with the old modem).

 

Can anyone offer any potential solutions?

 

Thanks

Resident Expert
Resident Expert
Posts: 13,823

Re: Intermittent disconnects

I am assuming that they did check your signal levels.. but  you never know ( have seen them NOT do it).

The newer modems, while offering more channels and capabilities, is a little more picky with the signal being perfect.

If your willing to log into the CGN3 and post the signal levels, we can take a peek an see if anything is amiss.

As that is the usually one of the main things that can cause it.



Resident Expert
Resident Expert
Posts: 5,997

Re: Intermittent disconnects

@hamont have you made any progress with the intermittent service problems?



Resident Expert
Resident Expert
Posts: 5,997

Re: Intermittent disconnects

@et17 are you still experiencing problems with your internet and tv service.  I was rereading your posts which indicate that the cabling for you and your neighbours are located in your back yard.   Does that mean that the utility pole is located in your back yard and each house is serviced by its own cable from the utility pole?  Or, does that mean that you have a waist high green pedestal in your back yard and all of the cabling runs underground with each home using its own cable?  

 

From your comments you can do a couple of things. 

 

1.  Call tech support and ask the CSR to run a signal check on the internet modem and the tv receiver.  Let him or her know what you're experiencing in terms of internet and tv channel issues.  It sounds like you are experiencing a cable or connector issue.  There is probably a good chance that the signal check will fail and that the CSR would arrange for a tech visit at your convenience.   The missing tv channel problems should be sufficient cause for a tech visit.   

 

2.  Log into the modem by entering 192.168.100.1 into the address bar of your web browser.  That will work in Gateway mode or Bridge mode.  The only exception would be if you happen to have the modem in Bridge mode and happen to be running a router that requires a route thru the router to reach the modem at 192.168.100.1

 

When you have logged into the modem, navigate to the STATUS .... DOCSIS WAN tab, copy the Downstream and Upstream table, top to bottom all in one go.  Ignore the data that sits above the Downstream table as that is modem specific and shouldn't be posted in an open forum.  Paste that data into a post.  The copy and paste process will paste the text data into a post.  

 

If you call tech support please let me know the results of the signal check and whether or not the CSR has arranged a tech visit for you. 



I Plan to Stick Around
Posts: 11

Re: Intermittent disconnects

Hello Datalink, thank you for your response. I’ve tried to do as you said above with no success. I don’t have a separate modem. When I enter the above address into my web browser on my phone, it asks me for my username and password? What would they be? I tried using my network name & password, but it says wrong username.
You asked before about my lines to my house. It’s a green box waist high. The wires are for us and our neighbors buried just slightly below the ground, on our property. Now I’m no longer able to access Rogers on demand, Home Edition on my phone will no longer link up with my PVR. I’ve never had so many issues in my life. It all started when we switched and upgraded to the new PVR & had to change to the huge ugly white internet modem in order to get unlimited wifi back in November. We are still fighting with billing as they are still overcharging us. It’s been nothing but a nightmare!
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I Plan to Stick Around
Posts: 11

Re: Intermittent disconnects

One quick note, we received an email from Rogers the other day saying sorry for the interruptions in your area. No other explanation. So I guess it’s not in my back yard?
I Plan to Stick Around
Posts: 13

Re: Intermittent disconnects

Support says nothing wrong with my internet, says an escalated ticket would be deleted.

 

I got my internet installed yesterday by 2 contractors. 
My internet had dropped roughly 8 times in a 24 hour period. It is very short, but happens.
I am on the same Ethernet cable I was on with my bell line that has 100% stability.

Here is my streams. And error log.

 

Downstream Overview
Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	256QAM  	6.300	                    7	             34.484
2	855000000	256QAM	        2.300	                    3	             28.224
3	861000000	256QAM	        4.100                 	    4	             28.944
4	579000000	256QAM	        4.600	                    5	             33.834
5	585000000	256QAM   	5.800	                    6	             34.484
6	849000000	256QAM	        3.300	                    2	             28.905
7	597000000	256QAM	        3.500	                    8          	     33.063
8	603000000	256QAM	        1.800	                    9	             32.237
9	609000000	256QAM	        1.900	                    10	             31.689
10	615000000	256QAM	        1.700	                    11	             31.915
11	621000000	256QAM	        3.000	                    12	             32.676
12	633000000	256QAM     	2.900	                    13	             33.377
13	639000000	256QAM  	2.400	                    14	             32.676
14	645000000	256QAM  	2.100	                    15	             31.915
15	651000000	256QAM  	1.600	                    16	             31.616
16	657000000	256QAM  	4.000	                    17	             32.585
17	663000000	256QAM  	6.500	                    18	             33.487
18	669000000	256QAM  	7.600	                    19	             34.346
19	675000000	256QAM  	8.200	                    20	             33.957
20	681000000	256QAM  	7.200	                    21	             32.963
21	687000000	256QAM  	6.000	                    22	             31.994
22	693000000	256QAM  	7.100	                    23	             32.321
23	699000000	256QAM  	7.800	                    24	             32.676
24	705000000	256QAM  	6.900	                    25	             33.377
25	711000000	256QAM  	4.900	                    26	             32.676
26	717000000	256QAM  	2.300	                    27	             31.616
27	723000000	256QAM  	0.500	                    28	             30.366
28	825000000	256QAM  	2.300	                    29	             31.404
29	831000000	256QAM  	4.100	                    30	             31.689
30	837000000	256QAM  	3.400	                    31	             31.335
31	843000000	256QAM  	3.100	                    32	             30.154
32	303000000	256QAM  	6.200	                    1	             37.636
OFDM Downstream Overview
Receiver	FFT type	Subcarr 0 Frequency(MHz)	PLC locked	NCP locked	MDC1 locked	PLC power(dBmv)
0	4K	290600000	YES	YES	YES	4.699997
1	NA	NA	NO	NO	NO	NA
Upstream Overview
Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	30596000	ATDMA - 64QAM           	43.000	   1       	6400000
2	38596000	ATDMA - 64QAM           	47.000	   3       	3200000
3	23700000	ATDMA - 64QAM           	40.750 	   2       	6400000

 

 

1	01/01/1970 00:01:10	82000200	critical	No Ranging Response received - T3 time-out;CM-MAC= CMTS-MAC=00:17:10:00:ec:6f;CM-QOS=1.1;CM-VER=3.1;
2	01/01/1970 00:01:45	84000500	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=00:17:10:00:ec:6f;CM-QOS=1.1;CM-VER=3.1;
3	01/01/1970 00:01:02	82000200	critical	No Ranging Response received - T3 time-out;CM-MAC;CMTS-MAC=00:17:10:90:d1:1b;CM-QOS=1.1;CM-VER=3.1;
4	04/19/2018 18:34:57	90000000	warning	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC CMTS-MAC=00:17:10:90:d1:1b;CM-QOS=1.1;CM-VER=3.1;
5	04/19/2018 18:35:04	69010200	notice	SW Download INIT - Via Config file bac105000106f81d0fa06540
6	04/19/2018 18:35:36	69011200	notice	SW download Successful - Via Config file
7	04/19/2018 18:38:32	90000000	warning	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC;CMTS-MAC=00:17:10:90:d1:1b;CM-QOS=1.1;CM-VER=3.1;
8	04/19/2018 18:44:12	84000500	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC;CMTS-MAC=00:17:10:90:d1:1b;CM-QOS=1.1;CM-VER=3.1;
9	04/19/2018 18:44:18	84020200	warning	Lost MDD Timeout;CM-MAC=;CMTS-MAC=00:17:10:90:d1:1b;CM-QOS=1.1;CM-VER=3.1;
10	04/19/2018 18:44:37	82000400	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=00:17:10:90:d1:1b;CM-QOS=1.1;CM-VER=3.1;
11	04/19/2018 18:51:06	90000000	warning	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC;CMTS-MAC=00:17:10:90:d1:1b;CM-QOS=1.1;CM-VER=3.1;
12	04/19/2018 18:57:43	84000500	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC;CMTS-MAC=00:17:10:90:d1:1b;CM-QOS=1.1;CM-VER=3.1;
13	04/19/2018 18:57:49	84020200	warning	Lost MDD Timeout;CM-MAC=f8:1d:0f:a0:65:40;CMTS-MAC;CM-QOS=1.1;CM-VER=3.1;
14	04/19/2018 19:03:28	90000000	warning	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC;CMTS-MAC=00:17:10:90:d1:1b;CM-QOS=1.1;CM-VER=3.1;
15	04/19/2018 19:05:20	84000500	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC;CMTS-MAC=00:17:10:90:d1:1b;CM-QOS=1.1;CM-VER=3.1;
16	04/19/2018 19:05:26	84020200	warning	Lost MDD Timeout;CM-MAC;CMTS-MAC=00:17:10:90:d1:1b;CM-QOS=1.1;CM-VER=3.1;
17	04/19/2018 19:05:42	82000400	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=00:17:10:90:d1:1b;CM-QOS=1.1;CM-VER=3.1;
18	04/19/2018 19:18:21	90000000	warning	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=00:17:10:90:d1:1b;CM-QOS=1.1;CM-VER=3.1;
19	04/19/2018 19:23:32	84000500	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=00:17:10:90:d1:1b;CM-QOS=1.1;CM-VER=3.1;
20	04/19/2018 19:26:30	90000000	warning	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=00:17:10:90:d1:1b;CM-QOS=1.1;CM-VER=3.1;

 

 

Moderator
Moderator
Posts: 319

Re: Intermittent disconnects

Hello @Neko_,

 

Welcome to the Community Forums and thanks for your post. 

 

I'm sorry to hear you've been having issues after your installation. Ideally, these things go a lot smoother!

 

Are you still experiencing issues since your last post? Do you notice multiple devices dropping, both wired and wireless? Please let us know!

 

RogersShaun

I Plan to Stick Around
Posts: 13

Re: Intermittent disconnects

Yes it is still happening.

Moderator
Moderator
Posts: 1,012

Re: Intermittent disconnects

Hi @Neko_!

 

I'd like to troubleshoot further and escalate if necessary. I don't want to leave you hanging with an intermittent issue and we are uniquely positioned to provide the level of help necessary to address such issues Smiley Happy

 

Please PM us @CommunityHelps for further assistance. If you're not familiar with PMing, you can find instructions here.

 

Regards,

RogersCorey