- last edited on by
RogersCilio
Various disconnect problems have been reported back in 2012 all the way through to 2015 from what I can tell. I have read most of them and the tendency is to blame it on adaptors, modems, applications, etc. and rarely on the Rogers line. When this happened to me, I tried tracking the connection with Pingplotter for 2 weeks and I did notice breaks up to 4 to 6 minutes with the Rogers connection. It was not always at the same time. Sometimes around 9 am, sometimes 11 am, rarely in the afternoon or in the evening. I have included an image of what a break looks like with Pingplotter for the imap.mail.yahoo.com server connection. Using Win 10 with Office 2010 in Outlook the pop up error is always 'Your IMAP server closed connection' so I thought I would track that connection with the Outlook application left on throughout the day. There could also be a problem with the Outlook setup as this pop-up can appear every hour or every time you have selected a scheduled send-receive query. That is a different issue that I am not addressing here but the IMAP pop error would be on my screen two of three times indicating the connection dropped. This post is for the observation that the internet connection on the Rogers line does actually cut out for short durations at times! Below is only one screen capture out of many over the two weeks of monitoring the IMAP server.
Reporting this to Tech Support resulted in a query: Does this happen on all your devices?... with no further follow up. It is difficult to watch all your devices at the same time, and the breaks are only for short durations, sometimes only two minutes and then it reconnects. By the time you try to switch on your other devices the connection is re-established. Finally it did happen with my iphone so I wanted to post this here to get some feedback from other users.
So my question, before going back to Tech Support, is quite basic: Has anyone else tracked their Rogers internet connection to see if they have breaks like the one shown above? It would be nice to know when discussing it again with Tech support.
***Edited Labels***
Hello, @ElegantTetris
Thank you for joining the Rogers Community Forums and posting your concern. We can check your connection as well as the area for the issues you have mentioned, please send us a private message at @CommunityHelps. Please check our blog if you require assistance with the private messaging.
Cheers,
RogersMoin
@ElegantTetris wrote:
There has been a flurry of vans in the area over the past week actively working on the lines in my neighbourhood and there's a couple of obvious cuts/resplices that have appeared near the node box in the area (on Courtland). Thus, I'm reasonably sure that someone at Rogers knows about this and is actively working on it. However, at this point I have no idea when I will once again be able to use my connection for anything other than light web browsing. Would it be possible to get an ETA for when node work will be complete in my area (Cedar Hill, Downtown Kitchener)?
@ElegantTetris I am glad @RogersMoin has tried to provide you with a path towards a solution.
In my case I have called in my loss of connection twice and I have been met with request to do more troubleshooting like bypass the power bar, bypass the router, reset the modem, etc. One fellow even told me see if it happened on another device before he would take any action. Make sure you ask Tech Support when they have recorded your outages so you can compare your data. Note that I also asked if there was any maintenance being done in my area and I was told no. That was very interesting as I had two trucks from a company called TANDAM on my street installing a fibre-optic line for Rogers as I was speaking to Tech Support on the phone. So make sure you keep good records of your efforts.
In my case I had been tracking the connection to the Rogers Yahoo IMAP server and I had screen captures of the almost daily disconnect occurrences. The last request, after telling them it was happening on my iPad, was to try monitoring the connection to another server like Google which I did. Today around 10:15 I lost my connection while on Google.
When I checked pingplotter I was disconnected for about 4 minutes. All this to say that I wish you luck getting help. It seems to take a long time before anyone believes you.
2017-01-15 10:15 am
Hello @BloodySky,
Welcome to the Rogers Community Forums!
I can definitely understand the need for a speedy internet connection to your web server. Fortunately, you've come to the right place! I'll invite a few of our very knowledgeable Resident Experts to give a hand.
@Gdkitty @Datalink @gp-se @VivienM
If you can kindly provide @BloodySky with your insight, it'd be much appreciated.
RogersCilio
@BloodySky, just as a quick comment at this point, the time to the second hop is higher than what I would expect to see. It should be down around 8 to 13 ms. Can you run an extended ping test to 174.119.192.1 to see what the average turns out to be:
ping 174.119.192.1 -n 2000
Please post the bottom test results. I might ask you to run Pingplotter to see the response time to the CMTS during various times of the day. Please have a look at the linked post regarding the use of Pingpltter to monitor the modem to CMTS path for packet loss and latency:
http://communityforums.rogers.com/t5/Internet/Intermittent-disconnects/m-p/364602#M35528
Yes, but, changing the DNS won't change the time to the CMTS. There's only one path from the modem to the CMTS, no matter what DNS you use.
Agreed.
Physical problem? Issue with the lines, in the house or out.. need to get a Tech out.
Something more down the line.. still often need a tech out to confirm, then can push to maintenance, etc.
Yes, if its back end, etc.. it needs to be fixed from there.. which does happen from time to time, with LARGE outages (whole towns, etc). But generally most other things are usually a one offs.
As discussed with some neighbors recently.. I would love to see that ALL hardware is MONITORED from rogers side.. so they know when stuff goes down, could be more pro active.
But talking with some people.. the COSTS to do so, would be insanely huge. Which we would end up paying for.
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RogersMoin
No download from Amazon Servers
Not only I CAN'T stream.
But I can't download anything from amazon servers either.
This is really frustrating.
The issue has been going on for 2 weeks.
@RyzenFX I changed the modem 1 time already since I started having this issue. Here's the information.
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