Intermittent disconnects

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I've Been Around
Posts: 1

Re: Intermittent disconnects

Been having issues in Ottawa for the last few days. K1C 7L6 area code area
Resident Expert
Resident Expert
Posts: 6,142

Re: Intermittent disconnects

@SweetyPie, are the disconnects observed on wired or wifi devices or both?  

 

If you see this on a wired device, that suggests an external cable and/or connector issue.  

 

1.  Call tech support and ask the CSR to run a signal check on the modem. The best time to call is during a disconnect, if in fact the disconnect occurs for a period of time that allows you to get in touch with a tech.  Its much easier to troubleshoot a system when its down, as opposed to when a disconnect event is over and the modem is back up and running.  Depending on the condition of the cable and connector, its very possible that a drop in signal levels is evident now and points to an ongoing problem.  Ensure that you advise the tech of the disconnects and if you are seeing the same issue with other services such as your cable and Home Phone service.

 

2.  You can also log into the modem, navigate to the STATUS .... DOCSIS WAN tab, copy the main table, from the Downstream section all the way down to the Upstream section, including the OFDM sections if you happen to have a white CODA-4582 modem. Paste that into a post so that I can have a look at the signal data.  Ignore the data that sits above the Downstream section which is specific to the modem and which shouldn't be posted in an open forum such as this. 



I've Been Around
Posts: 1

Re: Intermittent disconnects

Internet repeatedly stops working

 

I'd like to get an opinion and if possible, some help on a long-standing issue that I've had with my Rogers internet.

For the past what seems like two years, my roommate and I have experienced sporadic and repeated drops in internet service. Our internet connection would just stop working, and the two bright blue lights on our router would either fade or turn to green. Our wireless network would still work, but it would literally say "no internet". If we had an open browser, it would say something like "You must login to this network before you can access the internet", and every so often, a new window would open in our browser, asking us for a username and password. I suspect that this is from the router. We have no idea what the username or password would be, so we've ignored those prompts. This issue isn't a computer issue, when this outage happens, both of our computers can't access the internet, nor our smartphones on wifi, nor my smart TV on wifi.Login screen.png

Sometimes the outages happen multiple times a day, being down for maybe 10 minutes, or maybe two hours before fixing itself. Other times, we'd go 4 days with no issues. It had been a few months since our last problem, but it has happened several times over the last few days, including again this morning. For the first little while, we just fought through it, using our mobile data in a pinch or just not bothering with internet. We called Rogers once or twice, but the first time, during a prolonged outage, the problem resolved itself, so we cancelled the plan technician visit.

About a year ago, we discovered that if we unscrew the cable connection in the wall that feeds the router, and then rescrew it back, the issue would resolve itself after a minute. The bright blue lights would show up again. That was a relief. However, the drops in internet coverage persist. It seems that every other day our service is interrupted. Sometimes we have to unscrew/rescrew, othertimes, it'll be down for 3 minutes and then fix itself. Even when we unscrew and then rescrew, that doesn't always work, as the internet connection will be restored, only to go down again 20 minutes later.

Several months ago, during one of our outages, I created a personal hotspot from my phone and used the Rogers Live Chat on the Rogers website. The person I talked to said that there was no issue with internet in our area at that time, so they had no clue what to do. Another time, I'm not sure when, my roommate was in touch with Rogers, and they had said that our connection was weak, although he didn't elaborate. It may be because the house we live in was built in the 40s. I doubt that it's because we live in a remote area, as we live in one of Toronto's most densely populated areas.

Do you have any experience with this issue? Is it isolated to the house we live in? Is it a defect of the modem or the router? Is there any suggestion that you can make to resolve the issue?

Resident Expert
Resident Expert
Posts: 13,946

Re: Intermittent disconnects

That those lights are changing from blue.. it sounds like its loosing its connection (dropping the upstream/downstream channels)
When the modem goes down in that way.. you'll still have your wifi connection.. but yeah, it wont go out.  Because its down, its defaulting to sending you do your default gateway (the router) in case something needs to be set there.
(Some types of services like DSL, often require a LOGIN set on the router).

Now, do really do any testing.. we would need to get you to log into that router.
The USERNAME will be

cusadmin

As for the password.. the DEFAULT stock one is 

password
But if that does not work.. then its likely been set to whatever your wifi password is there.

Once logged in, you want to go to the DOCSIS WAN page.
You will want to copy everything on that page and post it here. (except to remove your IP address)



I've Been Here Awhile
Posts: 2

Re: Intermittent disconnects

 disconnecting every 5-10 minutes for the past 2 days.

modem plugged in directly to wall and computer.

tried bridge and non-bridge mode

factory reset multiple times

 

 

DOCSIS Overview
Network Access Permitted
IP Address  
Subnet Mask 255.255.252.0
Gateway IP Address  
DHCP Lease Time 😧 06 H: 20 M: 12 S: 24
Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 591000000 256QAM 0.800 7 38.605
2 855000000 256QAM -0.800 3 38.983
3 861000000 256QAM -0.300 4 38.605
4 579000000 256QAM 0.100 5 38.605
5 585000000 256QAM 0.500 6 38.983
6 849000000 256QAM 0.300 2 38.605
7 597000000 256QAM 0.600 8 38.983
8 603000000 256QAM 1.400 9 38.605
9 609000000 256QAM 1.200 10 38.983
10 615000000 256QAM 1.300 11 40.366
11 621000000 256QAM 1.500 12 40.366
12 633000000 256QAM 0.600 13 40.366
13 639000000 256QAM 0.500 14 38.983
14 645000000 256QAM -0.100 15 38.983
15 651000000 256QAM -0.200 16 38.983
16 657000000 256QAM -0.900 17 38.983
17 663000000 256QAM -0.600 18 38.983
18 669000000 256QAM -1.300 19 38.983
19 675000000 256QAM -1.400 20 38.983
20 681000000 256QAM -1.200 21 38.605
21 687000000 256QAM -1.800 22 38.983
22 693000000 256QAM -1.700 23 38.983
23 699000000 256QAM -1.900 24 38.983
24 705000000 256QAM -2.000 25 38.605
25 711000000 256QAM -2.500 26 38.605
26 717000000 256QAM -2.400 27 38.605
27 723000000 256QAM -2.100 28 38.605
28 825000000 256QAM -0.200 29 38.605
29 831000000 256QAM -0.200 30 38.605
30 837000000 256QAM -0.400 31 38.605
31 843000000 256QAM -0.500 32 38.983
32 303000000 256QAM -3.100 1 37.636
OFDM Downstream Overview
Receiver FFT type Subcarr 0 Frequency(MHz) PLC locked NCP locked MDC1 locked PLC power(dBmv)
0 4K 275600000 YES YES YES -0.200001
1 NA NA NO NO NO NA
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 38596000 ATDMA - 64QAM 46.000 3 3200000
2 30596000 ATDMA - 64QAM 42.000 1 6400000
3 23700000 ATDMA - 64QAM 42.000 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
DOCSIS Logs

The DOCSIS event logs is shown here

 

**removed logs due to privacy concerns - please repost w/o the personal information - RogersZia

I've Been Here Awhile
Posts: 2

Re: Intermittent disconnects

No.TimeTypePriorityEvent
101/01/1970 00:01:1082000200criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=0;CM-QOS=1.1;CM-VER=3.1;
204/27/2018 05:16:3290000000warningMIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=0;CM-QOS=1.1;CM-VER=3.1;
304/27/2018 05:16:3382000200criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=0;CM-QOS=1.1;CM-VER=3.1;
404/27/2018 06:30:0290000000warningMIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=0;CM-QOS=1.1;CM-VER=3.1;
504/27/2018 06:30:0382000200criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=0;CM-QOS=1.1;CM-VER=3.1;
604/27/2018 07:01:4590000000warningMIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=0;CM-QOS=1.1;CM-VER=3.1;
704/27/2018 07:02:0369010200noticeSW Download INIT - Via Config file bac102000106ac202ec10730
804/27/2018 07:02:5969011200noticeSW download Successful - Via Config file
904/28/2018 04:01:2790000000warningMIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=0;CM-QOS=1.1;CM-VER=3.1;
Moderator
Moderator
Posts: 693

Re: Intermittent disconnects

Hello @davidqbp,

 

Welcome to the Rogers Community Forums!

 

I know how frustrating it must be trying to use the Internet when the signal keeps dropping so often. Thanks for posting the signal levels they actually look great at the moment. We've escalated a Ticket to our Network Specialists to investigate what could be causing this issue.

 

If you'd like to be notified once this matter is resolved, please send us a Private message @CommunityHelps with your preference of Text Message or Email. Click Here to learn more about our Private Messaging system. 

 

RogersTony

I'm Here A Lot
Posts: 6

Re: Intermittent disconnects

T3 Errors, Coda Modem cycling intermittently

 

 

aaaaa.png

The modem reboots several times a day. We've had too many technicians out to count to fix our issue. One technician said it was the weather, one said it was the signal level so he put a filter, another one just recently removed that very filter and said the filter was causing the issue. We have the modem in bridge mode, connected to an Asus RT-N66U router. I have tried plugging the ethernet directly from the PC to the Modem, and the same problem persists in both bridge and gateway mode.

 

Here is the Modem power logs :

 

ownstream Overview
Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	256QAM	1.000	7	40.946
2	849000000	256QAM	-6.300	2	35.780
3	855000000	256QAM	-6.800	3	34.926
4	861000000	256QAM	-6.900	4	34.926
5	579000000	256QAM	0.600	5	38.983
6	585000000	256QAM	1.000	6	40.366
7	303000000	256QAM	0.700	1	38.983
8	597000000	256QAM	1.100	8	40.366
9	603000000	256QAM	1.400	9	36.387
10	609000000	256QAM	1.100	10	38.605
11	615000000	256QAM	1.000	11	40.366
12	621000000	256QAM	0.900	12	40.366
13	633000000	256QAM	1.000	13	34.484
14	639000000	256QAM	0.800	14	38.258
15	645000000	256QAM	1.000	15	38.983
16	651000000	256QAM	0.100	16	37.356
17	657000000	256QAM	0.200	17	38.605
18	663000000	256QAM	0.100	18	38.983
19	669000000	256QAM	0.500	19	37.636
20	675000000	256QAM	0.300	20	38.983
21	681000000	256QAM	0.600	21	38.983
22	687000000	256QAM	0.200	22	38.983
23	693000000	256QAM	-0.200	23	38.605
24	699000000	256QAM	0.000	24	38.983
25	705000000	256QAM	-0.300	25	38.605
26	711000000	256QAM	-0.600	26	38.983
27	717000000	256QAM	-0.500	27	37.356
28	723000000	256QAM	-1.300	28	31.404
29	825000000	256QAM	-5.200	29	36.387
30	831000000	256QAM	-5.400	30	36.387
31	837000000	256QAM	-5.400	31	36.387
32	843000000	256QAM	-6.300	32	36.387
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	0.700001
Upstream Overview
Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	38596000	ATDMA - 64QAM	44.750	3	3200000
2	30596000	ATDMA - 64QAM	42.250	1	6400000
3	23700000	ATDMA - 64QAM	40.250	2	6400000

We are at our wit's end since no one at Roger's wants to take responsibility for this! Please, if anyone can provide help or assistance it is much appreciated.

Moderator
Moderator
Posts: 1,070

Re: Intermittent disconnects

Good afternoon @weref8r!

 

Welcome to our Community!

 

If you need someone here at Rogers to take ownership of this matter, you've come to the right place! I am sorry that you've had to put up with this but we will work with you until we find a solution.

 

Please PM us @CommunityHelps so we can investigate this matter at length for you. If you're not familiar with our PMing process, you can find instructions here.

 

Regards,

RogersCorey

I've Been Here Awhile
Posts: 2

Re: Intermittent disconnects

Hi,

I got Rogers internet a few months ago, and have had intermittent disconnects since the beginning. I really don't want to have to cancel our package, because when it does work the speed is great. Disconnections are temporary, they last about a minute, but they happen every day, and sometimes a few times in an hour. This is very annoying if you're trying to work.

I have the CODA 4582U modem, and no additional router. Usually I only use wireless, but when the internet disconnects it affects all devices, both wired and wireless. I live in an apartment building and our cable comes from outside the building, there is a cable jack in the wall but apparently it's not currently in use.

At first the modem would reboot completely every time, after a first technician visit it just loses connection (downstream light turns green, then all lights except downstream go off, then they start flashing again until it gets connected again). The modem still reboots about every three days.

I have already had two technicians come, the first one changed the connector from the cable that comes from outside the apartment and added an attenuator to the back of the modem. The second technician changed the attenuator for a stronger one, changed another connection between cables for one that is weatherproof and removed one of the cables (there used to be two between the cable that comes from the panel and the modem). He also changed a connector at the panel downstairs. The problem still persists. At this point I think the only thing left to change is the whole cable from the panel, or maybe a splitter on our floor. 

Whenever I call CS all the tests are OK, although last time I did lose connection during the call and the CSR was able to see it. Apart from just noticing that the connection was gone she didn't see anything out of the normal and sent a technician.

Supposedly they also created a ticket and monitored our connection over a couple of days, but then closed it, even though I know that during that time we had both a complete reboot and several "partial" reboots.

Here's the DOCSIS WAN info during one of the disconnects

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1603000000256QAM-0.400934.346
5579000000256QAM-1.000015.981
6585000000256QAM-0.600016.212
8597000000256QAM-0.400016.437
9603000000256QAM-0.400016.612
10609000000256QAM-0.200016.718
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
1NANANONONONA
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
138596000ATDMA - 64QAM50.00033200000
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