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
Highlighted
I've Been Around
Posts: 1

Re: Intermittent disconnects

I've been having this problem for >4 months. It doesn't affect me that much because I'm mostly doing offline work/developing but lately the time it takes to reconnect has increased dramatically. Here is what I've done/observed during the 4 months:

1) Disconnection affects not only my PC through ethernet connection, but also wireless connections on my phone

2) Done multiple virus scans with Malwarebytes, I'm certain that it is nothing on my end that is causing this.

3) Reset my modem multiple times, disconnection through power socket and plugging back in after ~1 minute

4) New ethernet cable, which shouldn't be a problem since they are made to last.

5) Kept track of Google pings, when internet disconnects -> cannot ping.

6) DOCSIS shows noise ~39dB, +5-7dBmV downstream; ~40dBmV upstream.

7) DOCSIS event shows "No Ranging Response"/"DHCP RENEW WARNING"/"MIMO Event MIMO"/"Unicast Maintenance Ranging attempted - No response"/ "Started Unicast Maintenance Ranging - No Response received".

Had 12 of these events happen on 1 day.

 

Last resort? Quit Rogers, I'm not even going to bother to change my modem, I KNOW for a fact that it is not the modem's fault. My parents had stuck with Rogers for YEARS a decade ago, the problem of unstable internet continues to plague my parents until they change their ISP, ever since their internet have been a smooth sail. If another promotion happens in my area which they happen quite often, I'm more than happy to take it over Rogers, even if it means slower internet speed. I'd rather have a stable internet. I'm not going to throw any more money to support unethical and irresponsible corporations.

Moderator
Moderator
Posts: 691

Re: Intermittent disconnects

Hello @kev22,

 

Thanks for your post and welcome to the Rogers Community Forums!

 

Dealing with an intermittent Internet connection for the last 4 months is a major pain, especially if you rely on it for your work.

 

I appreciate you being so meticulous in your response. Since you've provided us with all the relevant info we can jump straight to gathering your information so we can run some tests on your equipment and in the area to see if we can see what is causing the intermittency with your connection. Please send us a Private Message to @CommunityHelps so we can get started on this. If you are not familiar with our Private Messaging system please click here.

 

We look forward to your response!

 

RogersTony

 

 

 

 

 

I Plan to Stick Around
Posts: 8

Re: Intermittent disconnects

Hi,

 

Thanks for your reply.  It just happened again so here are the logs.  I think I've removed what was necessary?

 

I am not using a 3rd party-router, just the HITRON modem/router.  My set up is as follows:

 

My home is wired with CAT-5.  The modem/router is on the 2nd floor.  I have a switch in the basement which connects all the ethernets.  I hope this makes sense?

 

And when it happens, it is to ALL wifi devices.  I've noticed sometimes it occurs where the connection is visible, but it says "internet unavailable", and the lights on the modem look ok.  Other times, the wifi disappears entirely and the wifi lights are off.

 

Thanks!

Carla

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1693000000256QAM-6.4002338.983
2849000000256QAM-9.300237.356
3855000000256QAM-9.800337.356
4861000000256QAM-10.200437.356
5579000000256QAM-7.000537.356
6585000000256QAM-6.800637.636
7591000000256QAM-6.600737.636
8597000000256QAM-6.700838.605
9603000000256QAM-6.600938.605
10609000000256QAM-6.5001037.636
11615000000256QAM-6.5001137.636
12621000000256QAM-6.3001238.605
13633000000256QAM-5.7001338.605
14639000000256QAM-5.5001438.605
15645000000256QAM-5.5001538.605
16651000000256QAM-5.5001638.983
17657000000256QAM-5.4001738.983
18663000000256QAM-5.7001838.605
19669000000256QAM-5.7001938.605
20675000000256QAM-6.0002038.983
21681000000256QAM-6.1002138.983
22687000000256QAM-6.3002238.605
23303000000256QAM-6.000138.605
24699000000256QAM-6.3002438.605
25705000000256QAM-6.6002538.605
26711000000256QAM-7.1002638.605
27717000000256QAM-7.2002737.636
28723000000256QAM-7.1002838.605
29825000000256QAM-7.9002937.636
30831000000256QAM-8.1003037.636
31837000000256QAM-8.4003137.636
32843000000256QAM-8.8003237.636
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K290600000YESYESYES-5.900002
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
130596000ATDMA - 64QAM38.75016400000
238596000ATDMA - 64QAM42.00033200000
323700000ATDMA - 64QAM40.00026400000
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
Moderator
Moderator
Posts: 1,070

Re: Intermittent disconnects

Good afternoon @spigirl!

 

Thank you for being very thorough in explaining your network setup here.

 

Since this seems to be a WiFi specific issue, I don't suspect your CAT-5 network or switch is contributing to the issue. I would recommend we factory reset the modem and set it back up again. Should you require help with the factory reset process, please PM us @CommunityHelps. If you're not familiar with our PMing process, you can find instructions here.

 

If the WiFi issue continues to persist after a factory reset, then we'll want to swap the modem out for a new one. Please PM us if the issue persists so we can arrange a swap.

 

Regards,

RogersCorey

I've Been Here Awhile
Posts: 2

Re: Intermittent disconnects

Intermittent disconnect limiting my ability to work

 

Hi there - I am new to the forum but I read through many posts about intermittent disconnection. I'm now feeling disheartened based on the amount of technical troubleshooting having to be done by customers and lengthy persistence of the problem before resolution. I need this issue fixed immediately because I work from home and the intermittent service is now interfering with my job. I have lost connection when it is unacceptable, for example, when I need access to critical information and when presenting to a group on webex.

 

Backstory: Four weeks ago I upgraded from a very old, slow speed internet service with Rogers (Hi-speed Express) to the Ignite 60 with a new Rocket modem.  While we experienced some loss of signal with the old Hi-speed Express service, the Ignite 60 has been worse since day one. We lose the signal multiple times daily (all times of day and night) across multiple devices including the gaming system that is hardwired into the modem. In addition, the signal is just generally weaker all over the house. While this situation is certainly frustrating during a Netflix show or an intense gaming situation, it's negatively impacting my ability to do my job which has serious repercussions.

 

I've had two calls with tech support at Rogers and they could not determine the problem because the signal was fine when we chatted (an issue others have had on here). The first rep completed some tasks at her end to optimize my signal but it had no effect. The second rep advised she wanted to raise a ticket to have technicians from another department monitor my neighbourhood area for three days. I asked whether they would be able to detect the intermittent loss of signal at my house or if it was more general. She said she didn't know nor could she contact the other department to confirm because "Rogers is a really big company." Since I can't afford to be channeled through an inefficient system, I came to this forum hoping to find help.

 

From everything I read in the forum, it sounds like I might need a new cable coming into the house (we have an overhead cable outside). I need to determine if this is the case and resolve this issue right away. How should I proceed to make sure this happens? I'm happy to support by running diagnostics myself etc but I need the most direct path to action to ensure I am no longer disconnected during work time.

I've Been Around
Posts: 1

Re: Intermittent disconnects

Hi, I live in Bradford and the northside of the street I live on is having major issues with the Internet. Each house has called in complaining. The techs have been here numerous times and the determination is the problem is the lines underground. We finally after 1 year got the problem escalated to the Maintenance group. We have been told 1 week for the issue to be resolved, but I feel it may be longer. If our group doesn't get this resolved by Next Friday, a formal complaint is going to be issued to Rogers, Ombudsman and CRTC. We have signatures of everyone on our street.

Resident Expert
Resident Expert
Posts: 6,141

Re: Intermittent disconnects

@MichelleH the most direct path is to put Tech Support on speed dial and use it every time you have a service dropout.  I'm assuming that you're losing internet service, Home Phone if you have it and have pixelation on your cable tv and audio dropouts, if you have cable tv.  That should all happen simultaneously.  Call tech support, as often as required and ensure that the complaint is recorded on file.  That will build up a history of failing service in a very short period of time.  

 

The problem with a failing external cable and/or connector is that the signal drops and recovery happen very quickly, too fast to catch the event on the signal level table in the modem.  The modem recovers and the signal levels will look ok after the reboot.  It would be much simpler if the cable or connector failed once and for all.  

 

Since you have overhead cabling, you need a tech who is qualified to climb utility poles in order to replace the external cable and connectors at both ends.  There is always the possibility that the problem is further upstream or at the local tap where you and your immediate neighbours connect to the cable system.  You should ask you immediate neighbours beside your home and behind your home if they have Rogers cable and are experiencing cable system dropouts as well.  That would point to a problem at the utility pole or further upstream.  If you're the only one, that points to your cable from the utility pole.  

 

Sorry I don't have better news or ideas.  In cases such as this, speed dial is your friend.  Don't hesitate to use it.  If and when tech support puts  2 and 2 together and arranges for a field tech to check the cabling and connectors, ensure that the tech specifies a tech who is qualified to climb utility poles.  



I've Been Here Awhile
Posts: 2

Re: Intermittent disconnects

Hi @Datalink, I appreciate the quick reply. I don't have a home phone or cable so the internet is the only service being impacted. And I agree - this would be much simpler if it was a total fail rather than consistent short fails.

 

A couple of additional questions for you: Can I call Rogers and request a field tech without having to build up a history of complaints? Alternately, would requesting escalation of my case through tech support managers work?

I've Been Around
Posts: 1

Re: Intermittent disconnects

Started to get internet disconnects about 6 weeks ago after signing up for internet only in April. I've done the usual things including rebooting the Hitron Coda-4582u, factory resetting, gateway mode, not gateway mode. Here's my DOCSIS WAN:

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1609000000256QAM8.0001037.636
2849000000256QAM11.800237.356
3855000000256QAM11.500337.636
4861000000256QAM11.800437.636
5579000000256QAM7.300534.346
6585000000256QAM6.800634.346
7591000000256QAM7.500735.780
8597000000256QAM8.000837.356
9603000000256QAM8.100937.356
10303000000256QAM12.800138.605
11615000000256QAM8.5001137.636
12621000000256QAM9.5001237.356
13633000000256QAM11.1001338.983
14639000000256QAM11.2001437.636
15645000000256QAM11.3001537.636
16651000000256QAM11.3001637.636
17657000000256QAM11.4001737.636
18663000000256QAM11.6001837.356
19669000000256QAM11.7001937.356
20675000000256QAM12.2002037.636
21681000000256QAM12.8002137.636
22687000000256QAM12.4002237.636
23693000000256QAM12.4002337.636
24699000000256QAM12.5002438.605
25705000000256QAM12.8002537.636
26711000000256QAM12.6002638.605
27717000000256QAM12.5002738.605
28723000000256QAM12.4002837.636
29825000000256QAM13.9002936.610
30831000000256QAM13.3003036.610
31837000000256QAM12.9003136.610
32843000000256QAM12.3003236.387
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K290600000YESYESYES12.000000
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
138596000ATDMA - 64QAM38.75033200000
230596000ATDMA - 64QAM36.75016400000
323700000ATDMA - 64QAM36.75026400000
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

 

Thanks!

Moderator
Moderator
Posts: 2,038

Re: Intermittent disconnects

Good day @Gurgle,

 

Thank you very much for your post and welcome to the Rogers Community!

 

Having to dealing disconnections for the last 6 weeks can definitely be upsetting. We'd like to provide you with the help you need.

 

We greatly appreciate your thorough troubleshooting and detailed account of events. Since you've gone through the basic steps, we can proceed with a further investigation and run some tests on your equipment/area to try and identify what is causing the issue.

 

Please send us a Private Message to @CommunityHelps so we can get this started. If you are not familiar with our Private Messaging system please click here.

 

Looking forward to your PM!

 

RogersMaude