Internet Keeps Dropping

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Resident Expert
Resident Expert
Posts: 1,010

Re: Internet Keeps Dropping

@Woodman29  Before investing in a new router, I would call into Rogers Tech Support.  Explain your current problem and ask them to check the signal to your modem and the error stats.  It could be a problem with your Internet connection.

 

If your computer has a wired Ethernet connection, try using that as well to see if it eliminates the choppiness on your video calls.

 

If it is a Wi-Fi-related problem, it could be due to problems with equipment or it could be caused by the sheer amount of Wi-Fi traffic in your area, especially if you are in an apartment.  The only way to confirm that is to install a Wi-Fi scanner on a mobile device or your laptop.  (If you have a Mac, all the tools that you need are already built into macOS's Wireless Diagnostics.  If you have an iPhone or iPad, Apple's AirPort Utility (available for free in the App Store) has a Wi-Fi Scanner that can be enabled in Settings.  If you have a PC, you will need to install additional software, and that can get complicated and may be beyond the comfort level for some.)  You can also get a general idea of the amount of Wi-Fi traffic in your area by going into your Wi-Fi settings and try to join a new network.  Don't actually join another network... but if you see 30 other Wi-Fi networks in your immediate area, that's a problem... and you can't fix Wi-Fi saturation with a new router with more Wi-Fi power; you might even make the problem worse.  However, you can change the Wi-Fi channels that your Hitron modem/gateway is using, and try to find 2.4 and 5 GHz channels that are not used (or are at least less used) by your neighbours.



Highlighted
I Plan to Stick Around
Posts: 10

Re: Internet Keeps Dropping

@Datalink I ran this on my wife's computer hardwired to the modem last night:

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Ping statistics for 99.243.120.1:
Packets: Sent = 35198, Received = 35194, Lost = 4 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 3ms, Maximum = 165ms, Average = 12ms
Control-C
^C
C:\Users\Amberly>

Highlighted
Resident Expert
Resident Expert
Posts: 6,826

Re: Internet Keeps Dropping

@dlee1919 you're ping test results to the CMTS are pretty good, 9 hrs 46 minutes and only four packets lost.  That's not bad at all.  

 

So, next test would be a ping test to the Rogers primary IPV4 DNS, which is at 64.71.244.204.  Given that you show very little packet loss to the CMTS, the next question is, whats the packet loss transiting thru the CMTS?  Can you run the same test, using the DNS IP address this time around.  

 

 

Given the low packet loss with the ping test, that leaves a possible issue with the CMTS or beyond, or a wifi issue.  

 

If you're running a Windows laptop, can you download Winfi Lite from https://www.helge-keck.com/

 

When that is running, select the wrench (tool) symbol on the second row on the right hand side.  That will bring up the bottom display area.  With that bottom display up and running, select "Spectrum" from the available selections to show the graphical network display.  Sort the top text data by selecting the RSSI title, to sort the data via received power level.  You can sort the data via any column, and sort it up or down.  Select the RSSI title once or twice to sort the RSSI data from highest value to the lowest value.  The RSSI data is a negative value, with the higher values around -30 dBmW and the lowest values at -90 dBmW. 

 

With that done, take a screen shot, using simultaneous depression of Ctrl    Alt     Prt Scrn.  Paste that into something like Microsoft Paint and wipe out your network SSIDs and MAC address.  Save that and post it.  I'm wondering what your wifi environment looks like, so a screen shot might help to explain the dropouts that your seeing.  

 

I'd also recommend disabling the modem's wifi Band Steering selection for test purposes.  Log into the modem and navigate to WIRELESS .... ADVANCED.  Disable the 2.4 Ghz Band Steering, save the settings and then disable the 5 Ghz Band Steering and save the setting.  

 

Then change one of the network SSIDs so that you can separate the 2.4 and 5 Ghz networks and assign your mobile devices to one of the two networks.  

 

While you're doing that I'd recommend checking and potentially changing the wifi parameters to the following:

 

2.4 Ghz network:

 

Wireless Mode: 802.11 n

Channel Bandwidth: 20/40 Mhz, although, for test purposes you could set this to 20 Mhz. In a crowded wifi environment, I would set this for 20 Mhz. It will default to 20 Mhz in a crowded environment.

Wireless channel: Set to the least used channel if one existed, or to the channel that offers the least interference from neighbouring routers and modems as seen with Winfi Lite.  Don't use Auto.  Park the channel according to what you determine via Winfi Lite.

WPS Enabled: OFF

Security Mode: WPA-Personal

Auth Mode: WPA2-PSK

Encrypt Mode: AES only
.
.
.
5 Ghz network:

Wireless Mode: 802.11 a/n/ac mixed       Check for n/ac if available?

Channel Bandwidth: 80 Mhz, although, for test purposes you could set this to 40 Mhz.  80 Mhz will give you a higher throughput at close ranges.

Wireless channel: 149 to 165 Use this higher channel range as it runs higher transmit power levels.  Don't use Auto.  Park this on channel 149 for now. 

WPS Enabled: OFF

Security Mode: WPA-Personal

Auth Mode: WPA2-PSK

Encrypt Mode: AES only

 

After all of that, reboot the modem, ADMIN .... DEVICE RESET .... Reboot

 

See if that improves the wifi dropout situation and please let me know.

 

Where is the modem located and whats the typical range from the modem to where you normally use your laptops via wifi?  

 

Are you in a house in a typical residential area, or in an apartment/condo/highrise of some type?



Highlighted
I Plan to Stick Around
Posts: 10

Re: Internet Keeps Dropping

@Datalink 

 

I'm in a typical residential neighbourhood with decently sized homes, so it's a bit less crowded than your a typical new build subdivision, for example.

 

The modem is located in the living room. I pretty much only use my laptop in that room (no more than 15 feet from the modem) or in the kitchen, which is directly adjacent to the living room. I'm not trying to use it outside on the deck or in the basement or anything like that.

 

I've now done everything you suggested in your last post, in the order it was set out there.

 

So here are the results from pinging 64.71.244.204 all night:

 

Reply from 66.185.89.117: Destination net unreachable.
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Ping statistics for 64.71.244.204:
Packets: Sent = 31883, Received = 31871, Lost = 12 (0% loss),

 

Control-C
^C
C:\Users\Amberly>

 

I took a screen shot of the WinFi screen as you asked, but I'm not able to post it in this message for some reason.

 

I have a busy work from home day tomorrow so I'll certainly know pretty quickly whether these issues are any better or whether the same problems occur.

 

 

Highlighted
I've Been Around
Posts: 1

Re: Internet Keeps Dropping

Hi, my home internet today have many times not work today.

 

**Edited Account and contact info: Keep personal info private.

Highlighted
I Plan to Stick Around
Posts: 10

Re: Internet Keeps Dropping

Hi again @Datalink 

 

My internet reliability has been WAY better this week since all the changes made further to your last post. I'm not sure what happened or what part of the puzzle fit together finally, but I've had consistent service without the usual drops that were plaguing me. I'm not superstitious but I'm anxious to put this out in to the universe for fear I jinx it. lol

 

At this point, it seems like the issue is resolved.

Highlighted
Moderator
Moderator
Posts: 1,125

Re: Internet Keeps Dropping

Good evening and welcome to the Community @Ming2,

 

You've definitely come to the right place. Can you please elaborate a little on what issue are you experiencing? Was the Internet completely down or were you experiencing a disruptive service? Can you please share what troubleshooting steps have you tried so far? Did you get a chance to speak to tech support about this? And has the service resumed since then?

 

Just need a little bit more info to assist you further.

 

 

 

RogersZia

 

 

Highlighted
I've Been Around
Posts: 1

Re: Internet Keeps Dropping

My internet is terribly unstable since last year.  It disconnects a once or twice a day.

I have had over 30 calls and chats with support and nothing helped.

I have had multiple visits in which they changed the lines, and fixed signal issues.

It went from no internet for hours to randomly disconnects for minutes.  So it has improved however this has been on going since November.

 

I have around 50 devices, mostly IoT and not bandwidth consuming devices.  I was told that I need to upgrade to their mesh (skeptical since basic routers should handle 200+ devices)

 

Can someone tell me what these DOCSIS EVENT logs mean?

I feel like it could be a signal channel issue between modem and their system but I'm just guessing really at this point.

 

 

16 06/24/2020 00:50:20 68010300 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
17 06/24/2020 04:11:17 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
18 06/26/2020 19:33:52 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
19 06/27/2020 14:30:53 68010300 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
20 06/27/2020 20:11:20 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

 

Highlighted
Moderator
Moderator
Posts: 2,213

Re: Internet Keeps Dropping

Hello @Jeff321,

 

Welcome to the Rogers Community! Thanks for posting. I hope you're doing well and staying safe!

 

Experiencing frequent disconnects is most definitely inconvenient, so we really want to help you sort this out. Since you've had several interactions with our Technical Support team as well as technicians visit, were they able to narrow down the root cause of your issue? I'm assuming we can confidently rule out anything signal-related, at this point?

 

I'd like to get some of our Resident Experts to chime in on the situation. @Datalink @Gdkitty - Feel free to let us know your thoughts on this. Is the mesh network the only viable option for someone with 50 devices?

 

Thanks so much!

 

RogersMaude

Highlighted
Resident Expert
Resident Expert
Posts: 6,826

Re: Internet Keeps Dropping

@Jeff321 I'm assuming that you have a white CODA-4582 modem or black Hitron CGN3xxxx.  Can you log into the modem, navigate to the DOCSIS WAN tab, copy the Downstream Overview table, all the way to the bottom right hand corner of the whole table, and paste that into a post.  

 

Starting with the Downstream Overview line, select the whole table, down to the bottom right corner of the OFDM/OFDMA section (4582 modem), right click .... Copy.  Then in a new post, right click.... Paste.  That should paste in the whole table, as it is displayed in the modem's user interface.