Intermittent disconnects

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I've Been Around
Posts: 1

Re: Intermittent disconnects

Hello experts!

 

I am having the same issue. Help please...

 

CODA 4582 Status.png

Thanks,

Tara

I Plan to Stick Around
Posts: 19

Re: Intermittent disconnects

Help - internet drops connection then reconnects fast

 

Hello,

Been having issues lately, my connection keeps dropping often and reconnecting but very quickly. I have done the rests to my modem and router. I use Rogers Ac modem in bridge mode with d link-859 router. I was wondering how i could show you guys an upstream and downstream table to show you this issue.   

Resident Expert
Resident Expert
Posts: 6,104

Re: Intermittent disconnects

@catalano11 log into the modem using 192.168.100.1, thru your router, and navigate to the STATUS .... DOCSIS WAN tab.  Copy the lower table, from the "Downstream Overview" all the way to the bottom right hand corner of the table.  Paste that into a post.  The copy and paste process will paste in the text contents of that signal level table.  Ignore all of the data above the "Downstream Overview" as that is specific to the modem and shouldn't be posted in an open forum.  

 

Its possible that the signal levels themselves might look fine.  If you have a failing external cable and/or connectors, its possible to have a momentary failure that happens too fast for that signal level table to display.  It would be much simpler if the cable or connector simply failed, which makes it much easier to troubleshoot.  

 

In any event, at this point, post the signal levels and lets see what they show at the present time. 



I Plan to Stick Around
Posts: 19

Re: Intermittent disconnects

@Datalink

Internet :

Total Packets Total K Byte(s) K Byte/sec

sent

4300299 1102042 0

received 

48006494 3776761

 

LAN:

Sent

8789249 1968543

received

4482693 1058565

 

 

Resident Expert
Resident Expert
Posts: 6,104

Re: Intermittent disconnects

@catalano11 sorry, thats not the signal data.  It looks like the data posted here:

 

http://communityforums.rogers.com/t5/Internet/Intermittent-disconnects/m-p/427573#M53744

 

Can you copy that section of the DOCSIS WAN tab and paste it into a post.  The post above looks like a screen capture, but, a simple copy and paste, as you have done above , will paste in the text contents of the signal level table without having to resort to a screen capture. 



I Plan to Stick Around
Posts: 19

Re: Intermittent disconnects

@Datalink

im having trouble finding  DOCSIS WAN tab on d link DIR-859.  i dont seem to see any chart. i found this but its not a chart its what ive sent you before 

Statistics
This page gives you various statistics about data transmitted and received by your router through the Internet, on your wired network (LAN), and through your wireless networks.
I Plan to Stick Around
Posts: 19

Re: Intermittent disconnects

@Datalink

just talked to dlink "It doesn't have Downstream chart in the router" i would have to get into modem. how would i get into modem if i am in bridge mode from rogers modem AC, to my dlink -859 router?

I Plan to Stick Around
Posts: 19

Re: Intermittent disconnects

@Datalink

found my chart disconnected my router and connected only modem.

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000256QAM-8.000736.387
2579000000256QAM-7.400536.387
3585000000256QAM-7.700636.387
4303000000256QAM-2.500138.605
5597000000256QAM-7.200836.387
6603000000256QAM-7.700936.387
7609000000256QAM-8.3001035.595
8615000000256QAM-8.0001135.780
9621000000256QAM-8.5001235.780
10633000000256QAM-9.5001334.926
11639000000256QAM-9.6001434.926
12645000000256QAM-8.9001535.084
13651000000256QAM-9.4001634.346
14657000000256QAM-9.5001734.926
15663000000256QAM-8.3001835.595
16669000000256QAM-8.9001935.084
17675000000256QAM-9.1002034.926
18681000000256QAM-7.8002135.780
19687000000256QAM-7.7002235.780
20693000000256QAM-7.2002335.780
21699000000256QAM-7.4002435.780
22705000000256QAM-8.1002535.595
23711000000256QAM-7.3002635.595
24717000000256QAM-8.8002735.084
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
130596000ATDMA - 64QAM46.50016400000
238596000ATDMA - 64QAM46.75033200000
323700000ATDMA - 64QAM46.00026400000

 

Resident Expert
Resident Expert
Posts: 6,104

Re: Intermittent disconnects

@catalano11, ok, sorry but this will be brief as I've just lost a long response to your situation.  Your post was moved and my ongoing response was lost.  Yet again, another example of leaving the posts where they are instead of congregating them into a monster thread. 

 

1.  For a factory reset on the modem.  Depress the recessed reset button at the back of the modem for 30 seconds and release it.  That will initiate a factory reset and reboot back to Gateway mode.  Set the modem up, to a point, by using a directly connected pc.  

2.  Log into the modem, and on the STATUS page which is displayed, check for two IP addresses in the upper right hand WAN ADDRESS block.  There should be two addresses, one IPV4 and one much longer IPV6 address.  

3.  Navigate to the STATUS ..... DOCSIS WAN tab.  Copy the lower signal level table and paste that into a post.  

4.  Navigate to the BASIC SETTINGS .... GATEWAY FUNCTION tab and change the Residential Gateway Function setting from Enabled to Disabled.  Save the changes and the modem will reboot into Bridge mode. 

5. Disconnect the pc while the reboot is underway and connect it to the router.  Connect the router's WAN port to one of the modems LAN ports.  

6.  When the modem reboot is complete, you should have internet connectivity.  You should be able to connect to the modem, thru the router by using 192.168.100.1 unless you have deliberately set the router's LAN address to that address.  If so, you will have to change it so that you can access the modem by using that address.  That will allow you to check the signal levels at any time and kick the modem back into Gateway modem with its Gateway settings intact.  

 

When this is all complete, you should be able to access both the modem and router by using separate and distinct LAN addresses.  



Resident Expert
Resident Expert
Posts: 6,104

Re: Intermittent disconnects

Ok, from what you're indicating, the modem was and is still in Gateway mode instead of Bridge mode.  Follow the above instructions, staring at #4, to kick the modem into Bridge mode when you're ready. 

 

Your signal levels aren't great.  The downstream should all be around 0 dBmV instead of being down around -9 dBmV.  The signal to noise ratios are at the bottom of the normal range which is 36 to 40 dB.  The upstream levels are elevated above their normal 36 to 40 dBmV range.  Failure point is 51 dBmv, 52 dBmV according to Rogers.  So, your upstream levels aren't at the failure point yet, but they're getting nearer to that point.

 

Despite that, your signal levels are still within spec, but, I wouldn't be satisfied with where they are. 

 

There is either an external cable and/or connector issue afoot.  So, you're getting fast dropouts occurring, at which point the modem reboots and the signal levels will look fine for a period of time after the reboot.  Call tech support and ask the customer service rep to run a signal check on the modem and let him or her know that your seeing service interruptions.  Don't know if you will see a tech after that discussion, but, if you don't, and this persists, put tech support on speed dial and don't hesitate to use it.  Call in multiple times per day if necessary and ensure that the complaints are recorded on file.  That will build a poor serviceability history in a very short period of time, which can't be ignored.

 

Also ask the CSR to check your historical noise history, and to check the neighbours modems as well in order to determine if this is a single line problem (yours) or if this is a wider problem, which will require a Rogers tech instead of a contractor tech, or possibly a maintenance crew.