Intermittent disconnects

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I Plan to Stick Around
Posts: 19

Re: Intermittent disconnects

@Datalink 

Thank you so much for the help means alot! i know there is an issue with the internet due to my connection dropping always and  i would like it fixed since i pay money for the service. i will call rogers and have someone sent to my house to solve the issue. thank you again for the help and knowledge. 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1693000000256QAM-7.1002336.387
2579000000256QAM-7.400536.610
3585000000256QAM-7.700636.610
4591000000256QAM-8.000736.610
5597000000256QAM-7.100836.610
6603000000256QAM-7.600936.610
7609000000256QAM-8.2001036.387
8615000000256QAM-7.9001136.610
9621000000256QAM-8.4001236.610
10633000000256QAM-9.4001335.084
11639000000256QAM-9.6001435.084
12645000000256QAM-8.9001535.595
13651000000256QAM-9.5001634.346
14657000000256QAM-9.3001735.595
15663000000256QAM-8.3001835.973
16669000000256QAM-9.0001935.595
17675000000256QAM-9.0002035.780
18681000000256QAM-7.8002136.387
19687000000256QAM-7.6002236.387
20303000000256QAM-2.500138.605
21699000000256QAM-7.4002436.610
22705000000256QAM-8.1002536.387
23711000000256QAM-7.2002636.387
24717000000256QAM-8.8002735.595
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
123700000ATDMA - 64QAM45.75026400000
238596000ATDMA - 64QAM46.25033200000
330596000ATDMA - 64QAM45.75016400000
Resident Expert
Resident Expert
Posts: 6,149

Re: Intermittent disconnects

@catalano11 there's no guarantee that tech support will send a field tech as your signal levels are theoretically in spec.  However, you should not be seeing any service dropouts.  If you have a similar situation with Home Phone services, if you have that, or with pixelation on Cable TV or audio problems, ensure that the CSR understands that.  It would be much simpler if the cable and/or connector simply failed, as the failure would be much easier to locate.  At the present time, its a pain in the rear, not fully alive and not fully dead.  

 

The other issue is to decide to run the modem in Bridge mode with the router in full router mode, or, run the modem in gateway modem with the router running in Access Point mode.  In the last configuration, the modem is in charge of the network, in terms of assigning IP addresses, firewall duties, port forwarding etc.  So, it depends on where you want those duties to live, in the modem or in the router.



Resident Expert
Resident Expert
Posts: 6,149

Re: Intermittent disconnects

@MichelleH are you making any headway with tech support to resolve your internet problems?



I Plan to Stick Around
Posts: 19

Re: Intermittent disconnects

@Datalink

i have called into rogers and they have told me there seeing an issue but its on the street most likely. they would have to send an engineer not a tech to solve this issue. 24 to 48 hours i should receive a text msg telling me if the issue is solved and i should call in to let them know if it is. they will also compensate me until this issue is fixed. here are my readings today looks higher.

modem downstream.jpg

     Modem upstream.jpg

I've Been Around
Posts: 1

Re: Intermittent disconnects

For about 2 weeks the internet randomly disconnects for no reason. We’ve had a tech come out and “fix” the issue and also swapped the modem, but still the same issue. At this point it’d make more sense to change companies

 

Moderator
Moderator
Posts: 696

Re: Intermittent disconnects

Hello @jailengomes,

 

Welcome to the Rogers Community Forums! 

 

We appreciate you bringing this to our attention. Having a consistent and reliable Internet service is essential these days so we definitely want to do our best to get these intermittent issues resolved for you ASAP.

 

We'd like to review the notes from the technician that recently visited your home and run some additional diagnostic tests to see if we can determine what is causing the disconnections. Please send us a Private Message to @CommunityHelps so we can pull up your info and take a closer look at this.

 

If you are not familiar with our Private Messaging system please click here.

 

We look forward to hearing from you!

 

RogersTony

I've Been Here Awhile
Posts: 2

Re: Intermittent disconnects

Hi.  This is my first (and hopefully, only) post.  I already mentioned this to a Rogers Customer Support agent and she passed this to the Technical Support Dept..

 

Like many people, here.  I too had many dropped/weak internet connections.  However, I just didn't know the source of the problem (which lasted many years), and neither did Rogers.  The technicians who came to my house (over the years) for service did their best in finding the problem, but it still persisted.

 

Recently, another Rogers Technician came to my house for the same problem.  He tested the modem and cable outside (and said that they're both OK).  He also shortened the Internet Cable to the modem (it was too long).

 

Before he left, he suggested that I get an Electrician to check the outlet (for which the modem is plugged to the power bar) next to the Internet Cable because the internal wall wiring for that particular outlet was causing electrical interference (which had been resulting in the aforementioned problem).

 

As soon as he left, I did a super-easy trick that took me under 30 secs.., I unplugged both the power bar (for my PC equipment and modem) and extension cord and plugged them to another nearby power plug outlet (away from the Internet Cable).

 

The Result ?  I now have a rock-solid (Fully stable) Internet Connection (both 2.5G/5G), no problems so far for the past two weeks.  My Internet service is  Ignite 150/15 (2-year contract).

 

As for the problematic plug outlet (next to the Internet Cable), it's no longer in use;  I simply covered it with duct tape (you can also use childproof plastic plug covers).

 

I hope that this helps anyone here.

 

Thanks for reading.

 

Andy

I Plan to Stick Around
Posts: 19

Re: Intermittent disconnects

still seems like theirs an issue but they keep telling me issue have been solved. i wonder if i get my modem pushed to the trial versions for gaming if that would fix my issues?   do these numbers look normal to anyone? also my WAN up time is different from my LAN up time. i have 150 ignite unlimited. 

 
Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 597000000 256QAM -8.200 8 36.610
2 579000000 256QAM -8.400 5 36.387
3 585000000 256QAM -8.600 6 35.780
4 591000000 256QAM -9.000 7 35.780
5 303000000 256QAM -2.400 1 38.258
6 603000000 256QAM -8.100 9 35.595
7 609000000 256QAM -8.900 10 35.780
8 615000000 256QAM -8.500 11 35.595
9 621000000 256QAM -9.200 12 35.595
10 633000000 256QAM -9.900 13 33.487
11 639000000 256QAM -10.000 14 34.346
12 645000000 256QAM -9.100 15 35.084
13 651000000 256QAM -9.900 16 33.487
14 657000000 256QAM -10.000 17 34.484
15 663000000 256QAM -8.700 18 35.595
16 669000000 256QAM -9.700 19 34.926
17 675000000 256QAM -9.900 20 34.926
18 681000000 256QAM -8.500 21 35.780
19 687000000 256QAM -8.500 22 35.780
20 693000000 256QAM -8.000 23 35.780
21 699000000 256QAM -8.100 24 35.780
22 705000000 256QAM -8.800 25 35.595
23 711000000 256QAM -7.700 26 35.595
24 717000000 256QAM -9.500 27 34.926
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 38596000 ATDMA - 64QAM 47.750 3 3200000
2 30596000 ATDMA - 64QAM 47.750 1 6400000
3 23700000 ATDMA - 64QAM 47.250 2 6400000

 

**Removed Personal Details**

Resident Expert
Resident Expert
Posts: 6,149

Re: Intermittent disconnects

@catalano11 can you delete all of the data above the "Downstream Overview".  For your own online security, the Gateway Serial Number, HFC MAC Address, and WAN IP Address should not be posted in an open forum.

 

Are you seeing service disconnects at all?  Although the downstream signal levels are well below the ideal 0 dBmV, their still in spec.  As long as the modem is operating normally, you could continue to operate with those signal levels where they are.  The upstream levels are above their normal 36 to 40 dBmV range, not at the 52 dBmv failure point that Rogers uses, but, half way in between.  So, still in spec.  

 

If you are seeing service disconnects, call tech support and lodge a complaint.  Do that as many times as you have patience for.  I would also ask the tech support customer service rep to run a signal check on the modem at every call and run the same check on your neighbours modems as well.  There is an ongoing problem, its just a question of whether its a single line issue (yours) or a wider problem that also affects your neighbours. 

 

Also note that the trial firmware will not solve a cable or upstream equipment problem.  



I Plan to Stick Around
Posts: 19

Re: Intermittent disconnects

Hello !

 

Can somebody kindly look into my numbers? These random drops are driving me crazy when gaming, I've been tolerating them by quickly turning on my WiFi Hotspot on my phone and using that while the system reboots which takes 3-4 minutes.

 

I'm paying for internet service and I can't deal with the random drops every day. It's getting extremely frustrating. Not to mention I've never gotten close to the full Gigabit speeds I'm paying for, but at this point I'd just like a STABLE connection.

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1657000000256QAM-8.8001738.983
2849000000256QAM-11.900236.610
3855000000256QAM-12.300336.610
457900000064QAM-12.80044.191
557900000064QAM-9.00054.191
658500000064QAM-9.20064.191
759100000064QAM-9.20074.191
8597000000256QAM-9.30084.243
960300000064QAM-9.20094.191
1060900000064QAM-9.300104.191
11615000000256QAM-9.3001138.605
12621000000256QAM-9.1001238.605
13633000000256QAM-9.1001338.605
14639000000256QAM-8.5001438.983
15645000000256QAM-8.9001538.605
16651000000256QAM-8.8001638.983
17303000000256QAM-6.100140.366
18663000000256QAM-9.1001838.983
19669000000256QAM-8.7001938.983
20675000000256QAM-8.8002038.983
21681000000256QAM-8.8002138.983
22687000000256QAM-9.0002238.983
23693000000256QAM-8.8002338.983
24699000000256QAM-8.9002438.605
25705000000256QAM-9.3002538.605
26711000000256QAM-9.7002638.605
27717000000256QAM-9.7002738.605
28723000000256QAM-10.1002837.636
29825000000256QAM-10.7002937.636
30831000000256QAM-11.1003037.356
31837000000256QAM-11.3003137.636
32843000000256QAM-11.7003237.356
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES-6.700001
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
138596000ATDMA - 64QAM43.25033200000
230596000ATDMA - 64QAM39.25016400000
323700000ATDMA - 64QAM38.50026400000
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

 

 

 

I'm also seeing some entries like these in the Event log (removed the MAC address):

 

No.TimeTypePriorityEvent
109/01/2018 18:16:1282000200criticalNo Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
209/01/2018 18:16:1282000300criticalRanging Request Retries exhausted;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
309/01/2018 18:16:1282000600criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;

 

 

Hardware Version1A
Software Version2.0.10.36T4