Internet Connection Issues - 2017 experiences.

[User14]

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***

[lighter]

Bad Wire into my Condo

I have been experiencing an issue with my connection for the past 3 years. Rogers has swapped modems, changed wires and logged tickets.

I had one technician spend 3 hours and figured out that there 2 separate connections that run in to my unit from the TAP.

It appears why was very bad and had poor signal. He ended up using the second connection but it appears that it might be bad as well. My data stalls, websites take forever to load, downloads freeze. 

Spoke with 2 techs over the phone today 1 suggest I swap out the modem which I did and still experiencing the issue. Called back and the other one said she will send out a tech.

My question is if the wire coming in to my unit (condo building) then what options do I have? I don't see how they run a new wire to my unit?

Any one have experience with this? What does Rogers do? Am I SOL?

Someone help!

[gp-se]

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@lighter wrote:

Bad Wire into my Condo

I have been experiencing an issue with my connection for the past 3 years. Rogers has swapped modems, changed wires and logged tickets.

I had one technician spend 3 hours and figured out that there 2 separate connections that run in to my unit from the TAP.

It appears why was very bad and had poor signal. He ended up using the second connection but it appears that it might be bad as well. My data stalls, websites take forever to load, downloads freeze. 

Spoke with 2 techs over the phone today 1 suggest I swap out the modem which I did and still experiencing the issue. Called back and the other one said she will send out a tech.

My question is if the wire coming in to my unit (condo building) then what options do I have? I don't see how they run a new wire to my unit?

Any one have experience with this? What does Rogers do? Am I SOL?

Someone help!

---

@lighter

Send a PM to @CommunityHelps ask them to check the tech notes on the account, maybe they can get maintenance involved to replace the bad line. 

[User14]

@lighter  First post?  Note  PM = Private Message.  Go to your user ID at the top right and an chose the little envelope option to compose and send the private message to  @CommunityHelps as suggested by gp-se.

Good luck.

[lighter]

@gp-se thank you, I will give that a shot after they visit on Monday and confirm if it is a bad wire (which I am certain it is).

[lighter]

Just an update ...

One of the mods reached out and advised me to swap the modem. When I advised that I already had... I believe he* advised me to join the beta firmware for the COD modem. I advised I did not want to because I use my internet for work and I can't risk more issues.

He* advised that there has been a known issue with the COD (White Modem) having data stall issues and suggested switching back to the Rocket (CGN) modem.

Swapped back and can say no more issues what so ever... consistent download speed tested several times with the old modem it would happen every single time.

I disliked the CGN because of wifi issues but I'll take that over data stalls and random speed drops.

Thank you, everyone, for the help!

[User14]

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@lighter wrote:

Just an update ...

He* advised that there has been a known issue with the COD (White Modem) having data stall issues and suggested switching back to the Rocket (CGN) modem.

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When Rogers Tech Staff know there is an issue such as this with a modem, where do they post it so clients know as well?  I also think Rogers got rid of their suggestion\idea area on this forum, so where do you make suggestions now?

[User14]

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@User14 wrote:

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@lighter wrote:

Just an update ...

He* advised that there has been a known issue with the COD (White Modem) having data stall issues and suggested switching back to the Rocket (CGN) modem.

---

When Rogers Tech Staff know there is an issue such as this with a modem, where do they post it so clients know as well?  I also think Rogers got rid of their suggestion\idea area on this forum, so where do you make suggestions now?

---

It looks like the suggestion box still exists.  

Community-Questions-Suggestions

I'll go there with the suggestion to post known issues, like the modem problem somewhere prominently on this forum. 

[disappointed2]

Hi I am new here please excuse me if this is in the wrong place. I have been having ongoing issues with my internet connection for almost 2 years and have tried everything except here so here goes. When I am hard wired to any of my devices (laptop,desktop,apple tv boxes,tv's etc) my speeds are all over the place. I am currently on the 100 ignite package and my speeds range from low 40's to the low 130's, most recently its been around 80. I have called the call center many of times to try to TS the issue. Usually the agent will do basic TS steps like unplug the modem reboot the device switch the ethernet cable etc and then they escalate a ticket. I usually get a call in about 5 days that says that we were not able to find any issues and you ticket has been closed, so I start the process again. I was finally able to speak with a supervisor who had me run trace routes and ping tests. I was dropping packets to multiple sites and the trace route had a few spots that came up * * * instead of showing the hops it took. Anytime you drop packets my understanding is that it is a temporary lost of connection to the network and anytime the ping time jumps over 150ms that could be a disconnect as well. I should mention my ping times ranged from 12ms up to 534ms. The supervisor said that this is normal and because the dropped packet rate was still at zero because we ran so many packets. I advised that this is not normal and this should not be happening. When streaming online I get buffering diminished picture quality and sometimes it just stops working all together. Finally the supervisor decided to send a tech to my home. The tech shows up looks at all the wires the box outside and the poll. I get the tech to come in and I run another ping test and trace route for him. He is baffled and says "off the record this looks like throttling to me" I agreed as well. The tech offered to swap modems even though he did not think it would help. Sure enough the same issue with the modem (hitron 3). I called back into the call center and I was getting no where so I decided to call the OOP. I called a few times before I received a call back and explained what was going on and she said she would have someone contact me back. I waited 4 business days still no call so I called the OOP back. Took another 2 business days to get back to me and again said someone will call me back. A supervisor did call the next day and said we will send another tech. The tech shows up does everything the last tech did, I run another ping test and trace route and he and he says "this doesn't make sense. Your mibs are good and the signal strength is perfect." I said I think I am being throttled, his response " I'm not allowed to say that but I believe that is the issue." He recommends me calling back and asking for a senior tech to come out so that's what I did. I called the call center again and asked for a senior tech and was told that they can't book a senior. At this point I am frustrated and hang up. I decide to call the OOP back. I received a call back two days later and made the same request and I was told she would look into this and call me back. The OOP called back later that day and said that I had refused to have a senior tech come to my home. I told the lady this is bull send the tech. I was told I would receieve a call when the tech is coming. I never did get a call and a senoir tech showed up unannnounced at my door. He checked everything outside except the poll, he said he doesn't climb polls and everything looked fine. I invited him in he checked the wires the modem signal and the mibs. I ran another ping and trace route and he just shakes his head. I said I'm being throttled aren't I? He just looks at me blankly and does not respond for a moment and then  suggested that I call the call center again and leaves. Now I am really frustrated so I call the OOP again. Nobody has called me back still. I have been trying to speak with someone at the OOP for the last 3 months and they will not answer my calls. I made a complaint with the CCTS and they were not able to resolve the issue as they are not able to inforce the rules that the CRTC puts in place. CCTS said that in the terms of conditions it states that even if you are paying for the service rogers does not guarantee that it will work. So I am expected to pay for something that doesn't work? This does not sound right to me. I aslo work from home and use a VPN and my VPN connection is being throttled even more then my home network. I have lost many days of work because of this and I am now on the verge of being fired because my ISP is not reliable. Now I know people are going to say why don't you switch providers? I get a discount to use rogers through my work to make it affordable for me as I don't make a lot of money. I will be filling a complaint with the CRTC next. Any help on what to do would be greatly appreciated.

[Datalink]

@disappointed2, when you're logged into the forum, look for a number overlaying your avatar at the upper right hand corner.  That will indicate a response or two waiting for you in your message inbox.  Select, or click on the avatar which is a link to your profile, and then follow the profile selection links  down to your message inbox. 

[RogersMoin]

Hello, @disappointed2

Thank you for joining the Rogers Community Forums and posting your concern. I certainly appreciate your position, ongoing issues for such a long time can be disruptive.

If I correctly understood, the issue you are experiencing appears to be related to speed, latency and VPN. I invite you to private message us at @CommunityHelps so that we can access your account/modem and take the next step in finding the solution. Our private messaging system is explained in this blog.

Cheers,

RogersMoin

[disappointed2]

Still have not heard back if this is the place to give my info.

[disappointed2]

Hi you responded to my post a month or more ago I will re post it here.Hi I am new here please excuse me if this is in the wrong place. I have been having ongoing issues with my internet connection for almost 2 years and have tried everything except here so here goes. When I am hard wired to any of my devices (laptop,desktop,apple tv boxes,tv's etc) my speeds are all over the place. I am currently on the 100 ignite package and my speeds range from low 40's to the low 130's, most recently its been around 80. I have called the call center many of times to try to TS the issue. Usually the agent will do basic TS steps like unplug the modem reboot the device switch the ethernet cable etc and then they escalate a ticket. I usually get a call in about 5 days that says that we were not able to find any issues and you ticket has been closed, so I start the process again. I was finally able to speak with a supervisor who had me run trace routes and ping tests. I was dropping packets to multiple sites and the trace route had a few spots that came up * * * instead of showing the hops it took. Anytime you drop packets my understanding is that it is a temporary lost of connection to the network and anytime the ping time jumps over 150ms that could be a disconnect as well. I should mention my ping times ranged from 12ms up to 534ms. The supervisor said that this is normal and because the dropped packet rate was still at zero because we ran so many packets. I advised that this is not normal and this should not be happening. When streaming online I get buffering diminished picture quality and sometimes it just stops working all together. Finally the supervisor decided to send a tech to my home. The tech shows up looks at all the wires the box outside and the poll. I get the tech to come in and I run another ping test and trace route for him. He is baffled and says "off the record this looks like throttling to me" I agreed as well. The tech offered to swap modems even though he did not think it would help. Sure enough the same issue with the modem (hitron 3). I called back into the call center and I was getting no where so I decided to call the OOP. I called a few times before I received a call back and explained what was going on and she said she would have someone contact me back. I waited 4 business days still no call so I called the OOP back. Took another 2 business days to get back to me and again said someone will call me back. A supervisor did call the next day and said we will send another tech. The tech shows up does everything the last tech did, I run another ping test and trace route and he and he says "this doesn't make sense. Your mibs are good and the signal strength is perfect." I said I think I am being throttled, his response " I'm not allowed to say that but I believe that is the issue." He recommends me calling back and asking for a senior tech to come out so that's what I did. I called the call center again and asked for a senior tech and was told that they can't book a senior. At this point I am frustrated and hang up. I decide to call the OOP back. I received a call back two days later and made the same request and I was told she would look into this and call me back. The OOP called back later that day and said that I had refused to have a senior tech come to my home. I told the lady this is bull send the tech. I was told I would receieve a call when the tech is coming. I never did get a call and a senoir tech showed up unannnounced at my door. He checked everything outside except the poll, he said he doesn't climb polls and everything looked fine. I invited him in he checked the wires the modem signal and the mibs. I ran another ping and trace route and he just shakes his head. I said I'm being throttled aren't I? He just looks at me blankly and does not respond for a moment and then  suggested that I call the call center again and leaves. Now I am really frustrated so I call the OOP again. Nobody has called me back still. I have been trying to speak with someone at the OOP for the last 3 months and they will not answer my calls. I made a complaint with the CCTS and they were not able to resolve the issue as they are not able to inforce the rules that the CRTC puts in place. CCTS said that in the terms of conditions it states that even if you are paying for the service rogers does not guarantee that it will work. So I am expected to pay for something that doesn't work? This does not sound right to me. I aslo work from home and use a VPN and my VPN connection is being throttled even more then my home network. I have lost many days of work because of this and I am now on the verge of being fired because my ISP is not reliable. Now I know people are going to say why don't you switch providers? I get a discount to use rogers through my work to make it affordable for me as I don't make a lot of money. I will be filling a complaint with the CRTC next. Any help on what to do would be greatly appreciated.

I have still not recived any help except a email from OOP stating to give hom a call. I have called numerous times left VM and no call back. I was working for a company called sykes which does a lot of CS for rogers. I worked from home and was required to opoay my own phone and internet an buy my own computer, two seperate monitors tqo headsets a desk and chair. Anyways I was recently fired for internet issues that I have explained above. The soloution that I was given was to switch to BELL. Being told that I can not work from home doing rogers CS with rogers internet is an absolute joke. Wondering if you have any other advice that may help me out TIA.

[gp-se]

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@disappointed2 wrote:

Hi you responded to my post a month or more ago I will re post it here.Hi I am new here please excuse me if this is in the wrong place. I have been having ongoing issues with my internet connection for almost 2 years and have tried everything except here so here goes. When I am hard wired to any of my devices (laptop,desktop,apple tv boxes,tv's etc) my speeds are all over the place. I am currently on the 100 ignite package and my speeds range from low 40's to the low 130's, most recently its been around 80. I have called the call center many of times to try to TS the issue. Usually the agent will do basic TS steps like unplug the modem reboot the device switch the ethernet cable etc and then they escalate a ticket. I usually get a call in about 5 days that says that we were not able to find any issues and you ticket has been closed, so I start the process again. I was finally able to speak with a supervisor who had me run trace routes and ping tests. I was dropping packets to multiple sites and the trace route had a few spots that came up * * * instead of showing the hops it took. Anytime you drop packets my understanding is that it is a temporary lost of connection to the network and anytime the ping time jumps over 150ms that could be a disconnect as well. I should mention my ping times ranged from 12ms up to 534ms. The supervisor said that this is normal and because the dropped packet rate was still at zero because we ran so many packets. I advised that this is not normal and this should not be happening. When streaming online I get buffering diminished picture quality and sometimes it just stops working all together. Finally the supervisor decided to send a tech to my home. The tech shows up looks at all the wires the box outside and the poll. I get the tech to come in and I run another ping test and trace route for him. He is baffled and says "off the record this looks like throttling to me" I agreed as well. The tech offered to swap modems even though he did not think it would help. Sure enough the same issue with the modem (hitron 3). I called back into the call center and I was getting no where so I decided to call the OOP. I called a few times before I received a call back and explained what was going on and she said she would have someone contact me back. I waited 4 business days still no call so I called the OOP back. Took another 2 business days to get back to me and again said someone will call me back. A supervisor did call the next day and said we will send another tech. The tech shows up does everything the last tech did, I run another ping test and trace route and he and he says "this doesn't make sense. Your mibs are good and the signal strength is perfect." I said I think I am being throttled, his response " I'm not allowed to say that but I believe that is the issue." He recommends me calling back and asking for a senior tech to come out so that's what I did. I called the call center again and asked for a senior tech and was told that they can't book a senior. At this point I am frustrated and hang up. I decide to call the OOP back. I received a call back two days later and made the same request and I was told she would look into this and call me back. The OOP called back later that day and said that I had refused to have a senior tech come to my home. I told the lady this is bull send the tech. I was told I would receieve a call when the tech is coming. I never did get a call and a senoir tech showed up unannnounced at my door. He checked everything outside except the poll, he said he doesn't climb polls and everything looked fine. I invited him in he checked the wires the modem signal and the mibs. I ran another ping and trace route and he just shakes his head. I said I'm being throttled aren't I? He just looks at me blankly and does not respond for a moment and then  suggested that I call the call center again and leaves. Now I am really frustrated so I call the OOP again. Nobody has called me back still. I have been trying to speak with someone at the OOP for the last 3 months and they will not answer my calls. I made a complaint with the CCTS and they were not able to resolve the issue as they are not able to inforce the rules that the CRTC puts in place. CCTS said that in the terms of conditions it states that even if you are paying for the service rogers does not guarantee that it will work. So I am expected to pay for something that doesn't work? This does not sound right to me. I aslo work from home and use a VPN and my VPN connection is being throttled even more then my home network. I have lost many days of work because of this and I am now on the verge of being fired because my ISP is not reliable. Now I know people are going to say why don't you switch providers? I get a discount to use rogers through my work to make it affordable for me as I don't make a lot of money. I will be filling a complaint with the CRTC next. Any help on what to do would be greatly appreciated.

I have still not recived any help except a email from OOP stating to give hom a call. I have called numerous times left VM and no call back. I was working for a company called sykes which does a lot of CS for rogers. I worked from home and was required to opoay my own phone and internet an buy my own computer, two seperate monitors tqo headsets a desk and chair. Anyways I was recently fired for internet issues that I have explained above. The soloution that I was given was to switch to BELL. Being told that I can not work from home doing rogers CS with rogers internet is an absolute joke. Wondering if you have any other advice that may help me out TIA.

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@disappointed2

Next time the speed drops call Rogers and ask them to check your neighbours connection, this will show us if the issue affects just yourself, or other people on your tap/node/cmts.

Is there a pattern when the connection gets slow? is it slow only during peak hours (4pm-10pm) Does it only get slow when it rains, etc.

Can you log in to your modem, goto the DOCSIS WAN page and post the signal levels please, also the DOCSIS Even Page for any errors that have been logged.