- last edited by
RogersJermaine
So i have issue, with my internet constantly disconnecting and connecting back in about 20-30 sec, sometimes it can last a min or two, it happens randomly, sometimes once a day, sometime 10 times a day. It may seems like nothing, but when it's just over and over again, and disrupting something i do online, gets my blood boiling. I tried contacting support multiple times regarding this issue, tried all sorts of options to resolve it (plugged router directly into wall outlet, restarting, changed all cables, etc) nothing works.
I'll post images of the CM Error Codewords and system logs from troubleshooting tab(around the time last disruption happen)that i found, maybe it means something for the ones that understand them. Really want this issue to be fixed, it's been like half a year of this issue.
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@hornostai you either have a noise problem, or a low signal problem or combination of the two. Can you post the contents of the Downstream Signal levels, Upstream Signal levels and Carrier Modem (CM) Error Codewords please. To do that, log into your modem and navigate to Gateway >> Connection >> Rogers Network. On that page you should see three data tables at the bottom of the page, Downstream, Upstream and CM Error Codewords. Please copy those tables and paste them in to a post. To copy the tables, one at a time, place your curser just ahead of the first character in the table. Hold down the shift key and scroll down and to the right until the curser is sitting just after the last character in the table. Release the shift key and with the data still selected, use Ctrl c to copy the data. In a new post, use Ctrl v to paste in the data. Please do that for all three tables. You can use the keyboard arrow keys to scroll down and to the right to the end of the table. When you paste the data into a post, since the tables are all horizontal, the forum software will automatically generate a scroll bar at the bottom of the post so that people who are looking at your post can scroll right to see all of the data.
With the Downstream Signal levels, Upstream Signal levels and Carrier Modem (CM) Error Codewords posted, hopefully we'll be in a better position to understand what the problem might be. At the end of the day, contacting the moderators at @CommunityHelps is the best way to start the ball rolling to see that the issue is resolved. The moderators can take a look at the modem data and run a few tests to determine what to do next.
@CommunityHelps is the group address for the moderators here on the Rogers Forum. When you're logged into the forum, follow this link to the @CommunityHelps page. On that page will be a link on the right hand side to Send a Message. Follow that link to the message composition page. The address will fill in automatically. Fill in the subject and details, including your account number and when the message is complete, hit Send Message at the bottom.
When you're logged into the forum, look for a number overlaying the envelope symbol at the upper right hand corner. That will indicate that there's an inbound message for you. Follow that envelope symbol as it serves as a link to the message inbox and outbox. From the response in the inbox you can then message back and forth as required. There will be an authentication procedure that you will have to complete in order to ensure that you're the individual who is responsible for the account.
To send anyone else on the forum a message, including @CommunityHelps, hover your mouse over their user name and a popup will appear with a link to send a Private Message. Follow that Private Message link to the message composition page and as before the message addressee will fill in automatically. Fill in the subject and details and hit Send Message when you're ready to send the message.
@hornostai you either have an external cable and connector problem, or possibly, you have a cable splitter still installed from the previous Hitron modem / Nextbox system. Possibly both.
When you installed or had the XB 6/7 modem installed, any cable splitter in the system should have been removed and replaced with an F-81coax cable connector which looks like this:
https://www.homedepot.ca/product/ideal-3ghz-f-splice-adapter-10-pack-/1000751479
Any left over splitters in the coax system will drop the signal levels on the downstream side and push up the signal levels on the upstream side.
Your downstream signal levels are near the lower Docsis limit. Docsis signal levels run from +15 dBmV down to -15 dBmV. Your QAM signal levels are sitting around -13 dBmV. So, pretty close to the lower limit. Traditionally, whenever anyone is less than -6 / 7 dBmV or above +6 / 7 on the Rogers network, those customers have run into problems with their internet performance. So, you're way beyond those figures. The modems run Orthogonal Frequency Division Multiplex channels for all or the majority of their data reception. Your OFDM numbers are also low, but, there hasn't been any info published by Rogers outlining their performance limit numbers. One of these days I'll get around to reading the latest Docsis spec.
Your upstream QAM signal levels are above Rogers traditional failure point of 52 dBmV. I'm surprised to see them still running as modems will typically shut down QAM upstream channels one by one in order to communicate with the Cable Modem Termination System (CMTS) which provides control and data services to all of its connected modems.
So, in a nutshell, you have major problems on the go. You can either call tech support and ask the first line tech support rep to check your signal levels, which should indicate failure status, or, send a message to @CommunityHelps requesting their assistance.
If you have underground cabling to your home, a contract field tech can install a temporary cable from the ground pedestal to your home. If you have overhead cabling from a nearby utility pole to your home, you need a Senior Tech (real Rogers tech) or a maintenance crew as contract techs are not allowed (as far as I know) to climb utility poles to connect or service homes with overhead cabling. If you have overhead cabling, and you decide to call tech support, advise the tech rep that you have overhead cabling and that you'll need a tech who is qualified for utility pole work. Failing that, you'll see a contract tech show up who can't do anything for you due to the fact that the cabling is overhead, not underground.
Please keep posting on your progress with this....
Can this splitter and moca adapter have anything to do with my issues? I am using to run internet for my mom upstairs.
