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: 6,018

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: 644

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: 1,037

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.