Intermittent disconnects

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I'm Here A Lot
Posts: 6

Re: Intermittent disconnects

We had no intermittent disconnection issues for about 11 years. Suddenly relatively recently it started. Since Rogers has been unable to rectify this problem which is spread over multiple users that pretty much eliminates causes related to sources in the homes. So one possibility I thought of is (D)DOS attacks. Another reason I think that is a likely cause is some people had techs come in who were unable to solve it. Also some people swapped their modems which had no effect on the problem. If that was the problem then it is understandable that Rogers would be unwilling to reveal it to the customers.

Resident Expert
Resident Expert
Posts: 6,147

Re: Intermittent disconnects

@quaff if your internet/tv/home phone service has been solid for several years, and is problematic now, the first thing I would think of is the external cable that connects your home to the local tap.  Those cables don't last forever and have to be replaced every now and then.  The indications will be a drop in the signal levels that can be seen in the STATUS .... DOCSIS WAN Downstream overview, or, very short intermittent failures which don't show up in that table as they occur too fast.  A continuous ping to the CMTS will easily detect that problem in the form of packet loss.  

 

Can you log into your modem, navigate to the STATUS .... DOCSIS WAN tab, copy the Downstream overview, all the way down to the bottom right hand corner of the table as paste that into a post.  The table will copy just like any other table in a document, highlight or select the entire table, right click to copy and then right click or Ctrl + v  to paste that into a post.  

 

Lets start with that and see what the signal levels look like. 

 

Is your external cable running underground to a local green cable pedestal, or overhead to a utility pole?



Moderator
Moderator
Posts: 696

Re: Intermittent disconnects

Hello, @Geezup 

 

Having both your Internet and Home Phone service going down at the same time is a real nuisance!

 

A poor cable can definitely cause connectivity problems. If the connection is dropping every time the cable is moved it is a good sign that it needs to be replaced. When you say, "Grounding cable" are you referring to the coaxial cable that enters your home and then splits to the Home Phone and Internet modems?

 

We look forward to your response! 😃

 

RogersTony

 

 

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I'm Here A Lot
Posts: 6

Re: Intermittent disconnects

The intermittent disconnects came on suddenly doesn't sound like a cable that needs to be replaced. I read comments by users who said they has techs come multiple times swapped modems, checked everything and they still have the problem. Anyway we live in an apartment building maybe someone detected the Rogers cable line in their wall and spliced into it.

I have looked at the table you mentioned 1 or 2 days ago but only a glance.

I'll check it out more carefully later.

I've Been Around
Posts: 1

Re: Intermittent disconnects

Hi,

I have same problem for past few months. In the past this problem was just once a month at midnight, but now it is 5 or 6 times a day...
The technician came in and re-wire the cable from the rogers utility pole, but that didn't solve the problem.
Here is the DOCSIS WAN table for me:

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1633000000256QAM8.7001340.946
2579000000256QAM7.300540.366
3585000000256QAM7.400640.366
4591000000256QAM7.400740.366
5597000000256QAM7.500840.946
6603000000256QAM8.100940.946
7609000000256QAM8.2001040.946
8615000000256QAM8.4001140.366
9621000000256QAM8.0001240.946
10279000000256QAM7.500140.946
11639000000256QAM8.6001440.946
12645000000256QAM8.7001540.366
13651000000256QAM8.3001640.946
14657000000256QAM8.3001740.946
15663000000256QAM8.4001840.366
16669000000256QAM8.1001940.366
17675000000256QAM8.3002040.946
18681000000256QAM8.4002140.366
19687000000256QAM8.6002240.366
20693000000256QAM8.8002343.377
21699000000256QAM8.7002440.946
22705000000256QAM8.5002543.377
23711000000256QAM8.6002640.366
24717000000256QAM8.4002740.946
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
130596000ATDMA - 64QAM45.75016400000
238596000ATDMA - 64QAM47.00033200000
323700000ATDMA - 64QAM44.50026400000
Moderator
Moderator
Posts: 1,070

Re: Intermittent disconnects

Greetings and welcome to our Community @faramarzss!

 

If you've been having ongoing Internet intermittency, you've come to the right place for support. I can absolutely look into this for you and troubleshoot until we find a solution. The first thing I'd like to do is gather your account information in private and run some tests from here.

 

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

 

Regards,

RogersCorey

I've Been Around
Posts: 1

Re: Intermittent disconnects

Regular Intermittent disconnections

 

I've been with Rogers since 2017, switched from Bell because it was slightly cheaper. Unfortunately, the type of internet service has been a very terrible experience. At least weekly, my internet cuts out for 1-2 hours, and throughout the weekly it will disconnect for few seconds at a time. I'm on an ethernet cable. I never used to get this issue with Bell, so I am certain it has to do with the difference in internet connection type they provide.

 

I'm not bitter, I am stopping my service with Rogers this month, I just wanted to say that I would never recommend Rogers to anyone unless they are certain people in their neighborhood are not suffering internet issues with Rogers. I live in Brampton, and I've read countless threads about people have similar intermittent internet service. I hope they dont try to rip me off by continuing sending me internet bills after I requested termination, Bell also tried to do the same thing which is why I'm not going back to them either. The least I can say is the Rogers customer service has been very helpful when I have talked to them.

I've Been Here Awhile
Posts: 4

Re: Intermittent disconnects

Greetings;

 

I've been loosing service off and on for past 48 hours!

First time for 6 hours straight and then every few hours

for about an hour and few reboots bring back the service!

Has there been anyone with the same experience?

Thank you for your help.

Moderator
Moderator
Posts: 1,539

Re: Intermittent disconnects

Hello, @MANUNITEDONE.

 

Welcome to Rogers Community Forums! 🙂

 

Intermittent Internet can be quite disruptive; we can help troubleshoot the issue. When the service goes offline, did you notice the status of the top four lights on the modem? The top four lights on the modem, do they remain lit and stable?

 

If you have to reboot several times to regain the Internet, then it could be related to RF signal issues. Can you log into the modem, navigate to Status/DOCSIS WAN and post the Downstream, Upstream and OFDM sections?

 

Cheers,

RogersMoin

I've Been Here Awhile
Posts: 4

Re: Intermittent disconnects

Thank you for replying.

Unfortunately the problem won't go away. 3 to 4 times a day I get disconnected, the blue light becomes green and so no! Thank you again for your help.

 

DOCSIS Overview - Downstream Overview
 
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 657000000 256QAM 0.200 17 40.366
2 849000000 256QAM -1.200 2 38.983
3 855000000 256QAM -1.700 3 38.983
4 861000000 256QAM -1.800 4 38.983
5 579000000 64QAM -1.700 5 4.191
6 585000000 64QAM -1.500 6 4.191
7 591000000 64QAM -1.500 7 4.191
8 597000000 64QAM -0.800 8 4.191
9 603000000 64QAM -0.600 9 4.191
10 609000000 64QAM -0.700 10 4.191
11 615000000 256QAM -0.200 11 40.366
12 621000000 256QAM -0.300 12 40.946
13 633000000 256QAM 0.300 13 40.946
14 639000000 256QAM 0.200 14 38.983
15 645000000 256QAM 0.400 15 40.366
16 651000000 256QAM 0.300 16 40.366
17 279000000 256QAM -4.500 1 38.983
18 663000000 256QAM 0.300 18 40.946
19 669000000 256QAM 0.300 19 40.366
20 675000000 256QAM 0.000 20 40.366
21 681000000 256QAM 0.200 21 40.366
22 687000000 256QAM 0.300 22 40.366
23 693000000 256QAM 0.000 23 40.946
24 699000000 256QAM 0.100 24 38.605
25 705000000 256QAM -0.200 25 40.366
26 711000000 256QAM -0.300 26 38.983
27 717000000 256QAM 0.100 27 40.366
28 723000000 256QAM 0.200 28 38.983
29 825000000 256QAM -0.800 29 38.983
30 831000000 256QAM -0.400 30 40.366
31 837000000 256QAM -0.400 31 38.983
32 843000000 256QAM -0.800 32 38.983
 
OFDM Downstream Overview
Receiver FFT type Subcarr 0 Frequency(MHz) PLC locked NCP locked MDC1 locked PLC power(dBmv)
 
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 23700000 ATDMA - 64QAM 49.250 2 6400000
 
OFDM/OFDMA Overview
Channel Index State lin Digital Att Digital Att BW (sc's*fft) Report Power Report Power1_6 FFT Size