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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.
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@Chasehoop88 just to add to the discussion, your modem is running DOCSIS 3.1 downstream, DOCSIS 3.0 upstream. So, the modem isn't using the DOCSIS 3.0 channels which all have low signal levels. The OFDM channel, which is used for DOCSIS 3.1 also appears low, but, until @RogersDave has indicated otherwise, the frequency data and signal level for the OFDM channel is not accurately displayed on the user interface. Tech support apparently has access to the correct OFDM data, so, the question of the day, when you talk to tech support is whether or not the OFDM channel power level and signal to noise ratio is within spec. I suspect that it might be borderline, given what is displayed for the DOCSIS 3.0 channel data.
As has been previously indicated, it looks like a tech visit is in order. The only problem is whether or not the modem will pass the signal check that tech support runs. The cut-off point is -10dBmV before a tech is dispatched, so, please let us know what happens. Please make it a point to stress to the CSR that you're seeing less than acceptable internet service at the present time, regardless of whether or not the signal check passes.
@TCarneiro I can watch streams fine, there are just some occasional buffering that occurs. I have sent you a reply to your private message from earlier.
@RogersDave When trying to download a file from the same server that @TCarneiro accesses (the amazon servers), I can confirm that I am experiencing the same problem. The download starts off fine, but after a couple of seconds the download slows down to 0B/s and it does not recover (the download never finishes and is stuck). With the details @TCarneiro provided me, I can also let you know that other studios who are on the Rogers network (and are trying to download off of the same server) are also experiencing the same issue. So, people on the Rogers network are only experiencing this issue. I have included pictures to show my progress with the issue below:
Download stuck at 0B/s:
Pingplotter to download server:
This thread contains a lot of call for my help. I'm sorry, I didn't pay much attention here before today. I will see what I can do. I have to go through 6 pages of thread now so it will take some time.
In the meantime, @AOD999, can you retry to get a /56. I've talked to the DHCP engineers and they are monitoring transactions from your modem.
@TCarneiro wrote:
Please help us @RogersDave . No one else is helping. After 2 visits, 2 modems changed, I really don't know what else to do.
Hi @TCarneiro,
I'm now up to speed with this issue. Can you send me a PM with the links and I'll have a look. If other users are able to reproduce, it should be a fairly easy fix (maybe I shouldn't speak too fast) but I'll definitely look into it.
Dave
Thanks for you PM. I was able to test this on various networks and modems and have a pretty good idea of the why but don't have an easy solution for you. Based on the description, I thought it was a network issue but it seems to be a chipset issue in the modem, handling retransmissions in very large segments.
I've been able to reproduce this on various modems (other than Hitron) so this one will need to back to Intel for analysis and a fix.
I've opened a ticket with Hitron and with another modem manufacturer so they both push this one to Intel.
Dave
@TCarneiro, I would call Customer Service and indicate that based on your problems and information arising from those problems, the Engineering staff has found a modem chipset issue that prevents you from utilizing your internet service for the intended purpose. I would be asking for a a full credit and reduced rate going forward until the problem is fully resolved. If you're thinking about switching ISPs as a result of this, but contract penalties prevent that, perhaps any penalties would be waived considering that you can't use the service for its intended purpose. Don't know where that discussion might lead, but, you should be pressing the issue no matter what your intentions are in terms of remaining with Rogers or switching to another ISP.
If there is any discussion on the fact that there is nothing on file (an assumption here) then you should direct the customer service rep to this thread.
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