Intermittent disconnects

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Doxy
I Plan to Stick Around
Posts: 8

Re: Intermittent disconnects

@RogersMoin 

Yes the disconnect is happening both on wifi and wired.

The modem doesn't reboot. It's kinda a micro d/c 10-20 sec most.

Then everything is back to normal.

 

 

RogersAndy
Retired Moderator
Retired Moderator
Posts: 568

Re: Intermittent disconnects

Thank you @Doxy

 

 

There's one final thing that can be checked to determine if the modem itself is losing connection to the internet, or if the devices in your home are losing connection to the modem. If you can log into your gateway and check the LAN and WAN uptimes these should be within 3-5 minutes of each other. If however the WAN uptime is much lower and coincides with the last drop in your connection I would recommend reaching out to support for assistance with that information so it an be addressed accordingly. You can also reach out to us here @CommunityHelps via PM! For more information on our PM system click here.

 

Let us know if you have any other questions!

 

@RogersAndy

 

bmt25
I've Been Around
Posts: 1

Re: Intermittent disconnects

I’ve got The Ignite 75 service and have consistently experienced drops in service and poor streaming speeds. I’ve had a tech out a few times, but Rogers won’t allow them in the house. I’m considering switching providers.

RogersTony
Moderator
Moderator
Posts: 1,226

Re: Intermittent disconnects

Hello, @bmt25

 

Welcome to the Rogers Community Forums!

 

I can understand how frustrating it is trying to stream online only to experience poor speeds and connectivity drops. We definitely want to get to the bottom of this for you. We'd hate to see you cancel your service over an issue that could have been resolved. 

 

  • Have you done any speed testing on your devices? If yes, what type of speeds are you seeing?
  • Can you describe what type of device you are using and how it's connected to the modem?
  • Do you notice issues on all of your devices or is it happening on specific devices?

Once we have more information we'll be better equipped to assist you. We look forward to your response.

 

RogersTony

CanadianWampa
I've Been Around
Posts: 1

Re: Intermittent disconnects

I've also been experiencing random disconnects seemingly at random. I've looked at my modems logs and see the following:

 

111/05/2020 19:44:4474010100NoticeCM-STATUS message sent. Event Type Code: 2; Chan ID: 6; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=ac:20:2e:c1:72:40;CMTS-MAC=00:17:10:91:ab:b0;CM-QOS=1.1;CM-VER=3.1;
211/05/2020 19:44:4482000200CriticalNo Ranging Response received - T3 time-out;CM-MAC=ac:20:2e:c1:72:40;CMTS-MAC=00:17:10:91:ab:b0;CM-QOS=1.1;CM-VER=3.1;
311/05/2020 19:44:4582000300CriticalRanging Request Retries exhausted;CM-MAC=ac:20:2e:c1:72:40;CMTS-MAC=00:17:10:91:ab:b0;CM-QOS=1.1;CM-VER=3.1;
411/05/2020 19:44:4582000600CriticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=ac:20:2e:c1:72:40;CMTS-MAC=00:17:10:91:ab:b0;CM-QOS=1.1;CM-VER=3.1;
511/05/2020 19:44:4584000500CriticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=ac:20:2e:c1:72:40;CMTS-MAC=00:17:10:91:ab:b0;CM-QOS=1.1;CM-VER=3.1;
611/05/2020 19:44:4682000200CriticalNo Ranging Response received - T3 time-out;CM-MAC=ac:20:2e:c1:72:40;CMTS-MAC=00:17:10:91:ab:b0;CM-QOS=1.1;CM-VER=3.1;
711/05/2020 19:44:4674010100NoticeCM-STATUS message sent. Event Type Code: 7; Chan ID: 2; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=ac:20:2e:c1:72:40;CMTS-MAC=00:17:10:91:ab:b0;CM-QOS=1.1;CM-VER=3.1;
811/05/2020 19:44:4684000500CriticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=ac:20:2e:c1:72:40;CMTS-MAC=00:17:10:91:ab:b0;CM-QOS=1.1;CM-VER=3.1;
911/05/2020 19:44:4882000200CriticalNo Ranging Response received - T3 time-out;CM-MAC=ac:20:2e:c1:72:40;CMTS-MAC=00:17:10:91:ab:b0;CM-QOS=1.1;CM-VER=3.1;
1011/05/2020 19:44:4882000300CriticalRanging Request Retries exhausted;CM-MAC=ac:20:2e:c1:72:40;CMTS-MAC=00:17:10:91:ab:b0;CM-QOS=1.1;CM-VER=3.1;
1111/05/2020 19:44:4882000600CriticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=ac:20:2e:c1:72:40;CMTS-MAC=00:17:10:91:ab:b0;CM-QOS=1.1;CM-VER=3.1;
1211/05/2020 19:44:4882000200CriticalNo Ranging Response received - T3 time-out;CM-MAC=ac:20:2e:c1:72:40;CMTS-MAC=00:17:10:91:ab:b0;CM-QOS=1.1;CM-VER=3.1;
1311/05/2020 19:44:4882000300CriticalRanging Request Retries exhausted;CM-MAC=ac:20:2e:c1:72:40;CMTS-MAC=00:17:10:91:ab:b0;CM-QOS=1.1;CM-VER=3.1;
1411/05/2020 19:44:4882000600CriticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=ac:20:2e:c1:72:40;CMTS-MAC=00:17:10:91:ab:b0;CM-QOS=1.1;CM-VER=3.1;
1511/05/2020 19:44:4882000200CriticalNo Ranging Response received - T3 time-out;CM-MAC=ac:20:2e:c1:72:40;CMTS-MAC=00:17:10:91:ab:b0;CM-QOS=1.1;CM-VER=3.1;
1611/05/2020 19:44:4984000500CriticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=ac:20:2e:c1:72:40;CMTS-MAC=00:17:10:91:ab:b0;CM-QOS=1.1;CM-VER=3.1;

 

When looking at my signal info I see the following:

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000QAM256-10.700734.345
2597000000QAM256-11.299834.483
3603000000QAM256-10.500934.483
4849000000QAM256-14.099233.486
5855000000QAM256-16.099332.237
6861000000QAM256-17.599431.335
7579000000QAM256-9.500534.483
8585000000QAM256-10.200634.483
9279000000QAM256-1.900135.083
10609000000QAM256-9.9001034.925
11615000000QAM256-9.4001134.925
12621000000QAM256-9.0001234.925
13633000000QAM256-7.7991335.083
14639000000QAM256-7.2991435.595
15645000000QAM256-6.5001535.417
16651000000QAM256-5.4001635.595
17657000000QAM256-6.5991735.083
18663000000QAM256-7.7001834.925
19669000000QAM256-8.5991935.083
20675000000QAM256-9.9002034.483
21681000000QAM256-10.4002134.483
22687000000QAM256-10.0992234.483
23693000000QAM256-10.9002334.483
24699000000QAM256-11.5992434.345
25705000000QAM256-12.0992534.082
26711000000QAM256-11.2002634.345
27717000000QAM256-11.5992734.345
28723000000QAM256-11.0992834.345
29825000000QAM256-14.5002932.962
30831000000QAM256-14.2003033.376
31837000000QAM256-13.5993133.486
32843000000QAM256-13.5003233.834
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES-2.400002
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
13870000064QAM34.27046400000
22110000064QAM31.26013200000
33230000064QAM32.77036400000
42590000064QAM33.52026400000
50QAM_NONE----1600000
60QAM_NONE----1600000
70QAM_NONE----1600000
80QAM_NONE----1600000
OFDM/OFDMA Overview
Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size
0OPERATE0.24469.32109.600037.781530.00002K
1DISABLED0.00000.00000.00000.00000.00002K

 

I've called Roger's multiple times but they keep saying there doesn't appear to be anything wrong with my line. Can anyone help?

pshiv11
I've Been Here Awhile
Posts: 2

Re: Intermittent disconnects

I am facing the same issue for over a month. No one seems to be fixing it. They will just open a ticket on their end to get over with the call. Best Advice is to move to bell. Their fiber infrastructure is awesome

RogersAndy
Retired Moderator
Retired Moderator
Posts: 568

Re: Intermittent disconnects

Hey @CanadianWampa!

 

Welcome to the community!

 

Intermittent internet service would put a damper on anyone's day to say the least, but I thank you for posting the information you have as this is pretty telling as to why you're experiencing this. Looks like you've got several downstream channels out of spec so I would highly recommend reaching out to support at your earliest convenience or us here @CommunityHelps so we can validate if the signal issue you're experiencing that's causing these drops is localized or an issue within your area. For more information on our PM system you can check out our blog here.

 

@RogersAndy

 

 

goflo
I've Been Around
Posts: 1

Re: Intermittent disconnects

Intermittent internet in Etobicoke at 10am And 2pm. How are we to work y’all?

 

Pls stop this -it’s happening too often. A colleague on a teams call said they are moving to the other guy. I thought it was not common but clearly is .

RogersZia
Moderator
Moderator
Posts: 1,349

Re: Intermittent disconnects

Good afternoon and welcome to the Community @goflo,

 

I realize how inconvenient intermittent disconnects can be, especially when working from home. Have you had a chance to speak to tech support about this issue?

 

Can you please post your DOCSIS Wan Logs, that would be helpful in ruling out potential causes for the issue you're experiencing. 

 

You can also reach out to us via PM @CommunityHelps. If you're not familiar with our PMing process, you can find instructions here.

 

 

 

RogersZia

JohnGM
I Plan to Stick Around
Posts: 26

Re: Intermittent disconnects

Same issue where I am in Thornhill. Had a tech come out today, did a few things outside and swapped modem, issue got worse after he left lol ! Now experiencing several disconnects per hour, latency packet loss then disconnected. Called support and have another appointment scheduled tomorrow