Internet Keeps Dropping

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I Plan to Stick Around
Posts: 10

Re: Internet Keeps Dropping

Hi there,

 

I have the white CODA-4582 modem.

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Resident Expert
Resident Expert
Posts: 6,986

Re: Internet Keeps Dropping

Hi, ok, can you log into the modem and:

 

1. Check the Software (firmware) version listed on the Status page.  That page is displayed automatically when you log into the modem.  The version will either be 2.0.10.36T6 or possibly 7.1.1.30 which is very new and about to be replaced.  Please let me know which version is loaded.

 

2.  Navigate to the DOCSIS WAN tab and copy the signal table, starting with the Downstream Overview line and going to the very bottom of the table, the OFDM/OFDMA Overview section.  Select or highlight that entire table, in one go, then right click .... Copy.  In a new post, right click .... Paste.  That should paste in the entire table, as it appears in the modem.  That table will copy and paste, just like any other document table. That's the starting point, to see if there's anything obvious in the signal data. 



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I Plan to Stick Around
Posts: 10

Re: Internet Keeps Dropping

I really appreciate your time on this. Thanks so much.

Here you go:

 

Software Version2.0.10.36T6

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1609000000256QAM-6.500738.983
10303000000256QAM-9.200138.605
11579000000256QAM-8.300238.605
12585000000256QAM-7.800338.605
13591000000256QAM-7.300438.983
14597000000256QAM-7.300538.983
15603000000256QAM-7.200638.983
16615000000256QAM-6.600838.983
17621000000256QAM-6.700940.366
18633000000256QAM-7.2001038.605
19639000000256QAM-7.4001138.983
20645000000256QAM-7.6001238.605
21651000000256QAM-7.2001338.983
22657000000256QAM-7.0001438.605
23663000000256QAM-6.5001538.605
24669000000256QAM-5.3001638.983
25675000000256QAM-4.7001738.983
26681000000256QAM-4.8001838.983
27687000000256QAM-4.9001938.983
28693000000256QAM-4.7002040.366
29699000000256QAM-5.0002138.983
30705000000256QAM-5.0002238.983
31711000000256QAM-5.6002338.983
32861000000256QAM-8.1002438.605
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K287600000YESYESYES-8.000000
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
130596000ATDMA - 64QAM43.25036400000
236996000ATDMA - 64QAM43.25046400000
322100000ATDMA - 64QAM45.50013200000
425300000ATDMA - 64QAM45.75023200000
OFDM/OFDMA Overview
Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size
0DISABLED0.50000.00000.0000-inf-1.00004K
1DISABLED0.50000.00000.0000-inf-1.00004K
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Resident Expert
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Posts: 6,986

Re: Internet Keeps Dropping

Ok, all of the downstream DOCSIS 3.0 channels (1 to 32) are low, in terms of their signal level, still within spec, but low.  Signal to noise ratios are ok.  

 

The downstream OFDM channel, which the modem uses for its downstream data is probably low as well, but the data to determine that is not shown in the user interface.  Tech support has access to that data.  

 

The upstream signal levels are higher than normal for this modem when its running the downstream OFDM channel.  Typically those levels are in the 30 to 32 dBmV range.  So, there is something afoot, so to speak. 

 

The upstream OFDMA channel isn't enabled yet. 

 

When you have the time and patience, call tech support and ask the Customer Service Rep to run a signal check on the modem.  Ask specifically if the downstream OFDM parameters are within spec and ask for that data.  It should include the:

 

1.  Signal level

2.  Signal to noise ratio

3.  The QAM level.    (It should be 1024.  Anything less indicates that the modem is not running its maximum data rate)

 

The problem here might be that the modem is fighting to use the downstream OFDM channel and flips back and forth between the upper DOCSIS 3.0 channels and the OFDM channel.  For that reason, its important to know the OFDM channel numbers to see if the're well within spec, or boarderline.  The tech might give you a hard time about telling you the data, if so, ask for the manager or Tier II tech support.  Indicate that you're seeing service dropouts, so knowing specifically what the OFDM channel is running for numbers is important for troubleshooting purposes.  Please let me know how the conversation goes.  

 

One thing to note, even with good signal data, you can still end up with service dropouts due to a failing external cable and/or its connectors.  At the very least, you probably need a tech visit to inspect that external cable and its connectors.  Something as simple as  replacing a couple of connectors could resolve the issue.  You might need the whole cable replaced.  Normally with signal levels in spec, even if low or high, Rogers won't do anything, but, with service dropouts occurring, that should provide some impetus to arrange for a tech visit. 



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I Plan to Stick Around
Posts: 10

Re: Internet Keeps Dropping

Wow, that’s really interesting. I’ll do exactly as you’ve set out and I’ll let you know how it goes. Again, thanks very much.
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Resident Expert
Resident Expert
Posts: 6,986

Re: Internet Keeps Dropping

Ugh, apologies for the typos, corrected as required.  Next step, depending on that tech support indicates, is to run a ping test to the Cable Modem Termination System (CMTS), in order to quantify the packet loss that is occurring.  

 

One question that I forgot to ask, are you seeing service dropouts with both ethernet and wifi connected devices or one particular network, ethernet or wifi?  

 

Running a ping test to the CMTS will require an ethernet connected device. 



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I've Been Here Awhile
Posts: 2

Re: Internet Keeps Dropping

I'm actually having exactly the same issue with similar setup, so I'm really interested in the information in this thread. Specifically, all of our devices are on wifi, and we have 1 PC and 1-2 phones that constantly drop the wifi connection for a few seconds and then reconnect. It's gotten worse lately - used to be every few hours, now it seems like multiple times an hour. The modem / router is very close to all devices, so this isn't a distance issue. Rogers said there are no signal issues, and as with the person above, sent out a technician who checked outside, confirmed no issues, and left - they can't come inside due to COVID.

 

Would love any other suggestions on how to possibly resolve this!

 

Thanks,

Craig

 

 
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I Plan to Stick Around
Posts: 10

Re: Internet Keeps Dropping

Hi again,

 

Further to your advice, I contacted Rogers and asked  the tech to run a signal check on the modem.  I asked specifically if the downstream OFDM parameters are within spec and ask for that data.

 

The reply was as follows. The format looked better on my screen, but I can't get it to paste in here better than this. Sorry if this makes for a tough read:

 

I have loaded your account on my end with the account number you provided and all the results on your modem are within spec.

 

The details are listed below.

 

1. Tx Power (dBmV): 41.5 42.3 42 Rx Power (dBmV): -0.5 0.5 0.7

 

2. SNR 38.9 40.3 40.9

 

3. OFDM CHANNEL 1 INFORMATION MER Avg (dB) MER STD (dB) MER 98 Percentile (dB) 37.21 1.3 34.75 min: 29 dB Frequency (MHz) Rx Power (dBmV) min: -12max: 12 dBmV Rx Margin (dBmV) 309 -3.2 -13.2 315 -2.2 -12.2 321 -2.2 -12.2 327 -1.9 -11.9

 

Min/Max - qam256/qam4096 Modulation Max - Min Delta (dBmV) - 2.80 OFDM CM Rx Margin - TRUE

 

You also asked me whether I'm seeing service dropouts with both ethernet and wifi connected devices or one particular network, ethernet or wifi? My laptop doesn't have an ethernet port and I don't have the little converter that would let me plug in directly, so I'm always connected by wifi. My wife's laptop has a part, however, so I could connect that for troubleshooting purposes. She always uses hers via wifi only though.

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Moderator
Moderator
Posts: 1,007

Re: Internet Keeps Dropping

Hello, @Crwills & @dlee1919

 

Welcome to the Rogers Community Forums!

 

An intermittent internet connection can become really disruptive. I know how important it is to have a consistent and reliable connection.

 

@Crwills - Wi-Fi can be affected by numerous factors like attenuation or interference. Have you tried doing a scan of the Wi-Fi networks in your home using a Wi-Fi Analyzer app? It can help determine if there is congestion on the channel that your modem is using. Where is the modem located in your home, is it in a central location?

 

@dlee1919 - Can you confirm if the light pattern on the modem changes when the connection drops? Since you are unable to confirm if the Ethernet connection drops also we will need to confirm if the modem is dropping the signal as well. The light pattern should have one green light followed by two blue lights and then one green light below when the modem is online.

 

If the modem is not going offline then the issue is most likely Wi-Fi network related. We'll need to confirm this to ensure we are troubleshooting this issue properly. 

 

We look forward to your response.

 

RogersTony

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I've Been Here Awhile
Posts: 3

Re: Internet Keeps Dropping

Turns out I was right all along! Second tech came out and found a break in the wire outside, not inside like the other tech said. Since the new line went in no further issues and my cable tv even works better!!!