Intermittent disconnects

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I Plan to Stick Around
Posts: 9

Re: Intermittent disconnects

@Datalink thanks for the advice, much appreciated. I don't want to switch to another provider or DSL, I have been with Rogers for a very long time and up to the last 2 weeks have been happy with my services. Hopefully, this is resolved shortly because not having stable internet is a real pain. I had to restart my modem 12 times yesterday! Rogers has scheduled maintenance for the line, I have been informed by customer service that maintanance should be done some time this week. Hopefully this will resolve the issue

 

 

Resident Expert
Resident Expert
Posts: 6,141

Re: Intermittent disconnects

@JohnGM if the modem is restarting on its own, that's usually a sign of external cable and/or connector problems.  That might show up in the modem's STATUS .... DOCSIS WAN tab, which contains the signal levels and signal to noise ratios.  You might see low signal levels for the DOCSIS 3.0 downstream levels and high upstream levels if the cable or connectors have degraded to a point that causes signal leakage to the external cable shield.  If this is an intermittent fault, those levels will look ok, but, the display isn't fast enough to catch a momentary fault, which results in the modem rebooting itself when its trying to maintain communications with the Cable Modem Termination System (CMTS).  If the cable simply stopped working, once and for all, it would make troubleshooting much easier.  Unfortunately, momentary faults are typical which something like this happens, to everyone's frustration. 



I Plan to Stick Around
Posts: 20

Re: Intermittent disconnects

@JohnGM cant take teksavvy cable as it uses the same rogers infrastructure. Only option is DSL and bell is capped at 50mbps in my area!

I've Been Around
Posts: 1

Re: Intermittent disconnects

intermittent internet service over the past two weeks in Orleans, very frustrating.

Resident Expert
Resident Expert
Posts: 6,141

Re: Intermittent disconnects

@annenotation, is this for ethernet or wifi connected devices or both.  If its for the ethernet connected devices or both, you could do one of two things. 

 

First, call tech support and ask the Customer Service Rep to run a signal check on the modem to see if there is a persistent low signal or noise problem with your cable service.  If the signal check fails, the CSR will arrange for a tech visit at your convenience.  Let the CSR know that you're seeing intermittent interruptions in your service.  Even if the signal check passes, something like an intermittent fault probably won't be seen during the test.  If the fault condition lasts long enough, that's the best time to call tech support, as its much easier to troubleshoot a problem with the problem itself is on the go.  Its difficult when the event has passed and the tech is trying to troubleshoot the problem as there might not be any signs of any problem when the tech is running the tests that are available to him or her.    if you're seeing issues with other services, such as pixelating tv or audio issues with tv programming, or problems with Home Phone service, ensure that you let the CSR know. 

 

Secondly, you could log into the modem, navigate to the STATUS .... DOCSIS WAN tab, and copy the lower table, from the first downstream title line all the way to the bottom of the table.  Paste that into a post so that we can have a look at it.  If there is a problem that is evident, then I'll advise you to call tech support, as indicated above. 

 

If this is a wifi only problem, please have a look at the following post:

 

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

 

All it takes is for your neighbour to set up a new modem/router, or perhaps a mesh wifi system now, and your wifi goes down the tubes.  So, if you have a look at your wifi environment with Acrylic, as mentioned in that post, you can determine who you're competing with for clear channel space. 



I Plan to Stick Around
Posts: 11

Re: Intermittent disconnects

The problem lies with Rogers period. Everyone I talk to has the same issue. It’s not my equipment, it’s not my lines. Your customer service is horrible and disgusting. I’ve never been spoken to so rudely before in my life. My husband has sat for hours on the phone to add me to the account to have full authorization, but they won’t do anything for me. He works during your business hours, and isn’t available to call your customer service. What’s worse, after signing up, not only did billing get everything wrong, and still does, 9 months later, they increased our prices the very next month. Worst company to deal with ever!
Moderator
Moderator
Posts: 873

Re: Intermittent disconnects

Good afternoon @et17 and welcome to the Rogers Community Forums!

 

 

We've reached out to you via PM from CommunityHelps, please reply to the message at your earliest convenience.

 

Looking forward to hearing from you.

 

 

 

 

RogersZia

I Plan to Stick Around
Posts: 10

Re: Intermittent disconnects

@Datalink

 

Can i get your opinion on these levels?

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1663000000256QAM0.9001836.610
2849000000256QAM-6.400233.957
3855000000256QAM-6.400333.957
4861000000256QAM-6.000434.346
5579000000256QAM-3.300535.780
6585000000256QAM-4.000635.780
7591000000256QAM-3.800735.780
8597000000256QAM-3.900835.595
9603000000256QAM-3.200936.387
10609000000256QAM-2.7001036.387
11615000000256QAM-2.8001136.610
12621000000256QAM-2.4001236.387
13633000000256QAM-0.9001336.610
14639000000256QAM-0.8001436.387
15645000000256QAM-0.1001536.387
16651000000256QAM-0.1001635.780
17657000000256QAM0.6001736.610
18303000000256QAM-1.900135.780
19669000000256QAM0.7001936.387
20675000000256QAM0.5002036.610
21681000000256QAM0.4002136.387
22687000000256QAM0.6002235.595
23693000000256QAM0.8002335.780
24699000000256QAM0.7002436.387
25705000000256QAM0.3002535.780
26711000000256QAM-0.5002635.595
27717000000256QAM-0.4002735.595
28723000000256QAM-0.9002835.595
29825000000256QAM-4.3002934.484
30831000000256QAM-4.2003034.484
31837000000256QAM-4.7003134.484
32843000000256QAM-5.2003234.346
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K290600000YESYESYES-0.700001
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
138595805ATDMA - 64QAM48.25033200000
230596000ATDMA - 64QAM47.00016400000
323700000ATDMA - 64QAM50.75026400000
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: 6,141

Re: Intermittent disconnects

@Phexon your downstream DOCSIS 3.0 signal levels are all over the place.  There is a high frequency roll off which is usual in the Rogers system.  Thats not normal, but it is typical.  Having said that all of that, its a moot point as the modem is using DOCSIS 3.1 on the downstream side.  The point of interest is the 303 Mhz channel, which should be in the frequency range of the DOCSIS 3.1 OFDM channel.  That doesn't look too bad, but, a lot can happen over 192 Mhz, which is the width of the OFDM channel.  Unfortunately the modem's OFDM data isn't useful for troubleshooting purposes, so, you would have to call tech support, ask the Customer Service Rep to run a signal check on your modem and then ask him or her specifically if the DOCSIS 3.1 OFDM channel is operating within spec.  Thats the primary concern for the Downstream channel.  

 

The upstream channel is getting close to the failure point.  The top power output limit for three channel operation with DOCSIS 3.0 is 51 dBmV.  Rogers uses 52 dBmV for some reason.  The upstream channels are approaching that failure point, but, their not there yet.  If the tech runs a signal check, they will probably pass.  If for some reason, the modem's output rises above that 52 dBmV point, then it will shut down one channel and run the remaining two channels at a higher output level.  This is done in order to maintain communications with the Cable Modem Termination System (CMTS).  If that fails, then another channel is shut down and now your down to single channel upstream operations.  When that channel count drops from three to two, and then to one, each drop will produce a noticeable data rate drop for both downstream and upstream.  So, you'll know when that happens.  The modem's output level is controlled by the CMTS.  As the external cable and connectors age, you end up with increasing amounts of signal loss in both directions, so, the downstream drops and the upstream goes up until the upstream levels hit their max power output levels.  Your signal levels are a bit odd as the downstream levels aren't too bad, but, your upstream levels are nearing the failure point.  That makes me wonder if you happen to have an amplifier in your cable system.  If so, it would usually be connected to the incoming cable, where that cable enters the home, or where it connects with the house cable system, which is usually in the structured wiring cabinet in the basement.  So, that is something to check, whether or not you have an amplifier in the system.  Fwiw, the modem should not be connected to an amplified port on the amplifier.  If you have an old style amp, then all of the ports are amplified.  The newer amps that Rogers uses have one port that is not amplified, which is used for VOIP and internet purposes.  The amplified ports can cause packet loss, so, the older amps are replaced during tech visits.  

 

So, in a nutshell:

 

The downstream DOCSIS 3.0 levels are a little wild.  They should all be sitting at 0 dBmV.

The upstream DOCSIS 3.0 levels are approaching the failure point.  They should be in the 30 to 32/33 dBmV range for this modem. 

The downstream DOCSIS OFDM channel is anyone's guess.  Only tech support can tell you if the OFDM channel is in spec.

 

Here's a chart of your signal levels.  They should be all at 0 dBmV, but, as I indicated, it a moot point with DOCSIS 3.1 running.  One of the mods will have to approve the image before its publicly available.

 

Phexon Signal Levels.png

 

 

Are you seeing any issues with your data rates at the moment?



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I Plan to Stick Around
Posts: 10

Re: Intermittent disconnects

Thanks for the input.

I was experiencing highly fluctuating downloads and consistantly low upload speeds(80-300D 2U) last week after the widespread problems from earlier in the month had seem to be resolved. I sent a PM to the mods here and they submitted and resolved a ticket for me. I have no idea what they fixed but it's back at full speeds again for a few days now.

Guess il monitor it going forward and see what happens if the signal keeps deteriorating. My cable comes in directly from the Rogers box at back of the house and hits a 2way split for the phone and my internet, anything else hidden in the box itself. There is also an additional cable that comes in and gets routed to the living room for the digital box.