Internet Keeps Dropping

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I Plan to Stick Around
Posts: 9

Re: Internet Keeps Dropping

For the last 2 or 3 weeks I have been having intermittent internet drops - service simply stops working on any of my devices for a minute or 2 and then resumes back by itself. this happens on wired or wireless connections, both in gateway and bridged mode. When internet is down, no lights change on the modem, and there are no main events matching the timestamps of when things are down.

Whenever I contact Rogers about it, the CSR sees that signal is fine on their side and no signal drops have happened. Service should be working as expected.
One CSR did say that there was an issue with the neighborhood, but nothing happened beyond that.

 

I have about 3-4 tech visits.
1-> found no issues
2-> replaced connectors on the box.
3-> mentioned that wire has too much noise, so need to replace the wire inside the house, and Roger cant replace due to COVID. so I replaced the wire going into the house. The wire going from the box to house box was clean as per him.
4-> came in, tested the wire, found no noise on the new wire. replaced the connections to new wire.

 

coming back, now, i'm still at the same issue where internet drops frequently disconnecting my work vpn.

so not sure what more i can do to get this issue fixed. this has been impacting work

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I Plan to Stick Around
Posts: 9

Re: Internet Keeps Dropping

Modem info - CODA-4582

 

Hardware Version1A
Software Version7.1.1.32
Gateway Serial Number9999999
HFC MAC Addressxxxxxx
System Time2020-05-19 10:14:00
Time ZoneUTC+00:00 Greenwich Mean Time: Dublin, London, Lisbon

 

 

adding the signal table as it was requested for others with similar issue

 

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000QAM2565.599736.609
2597000000QAM2565.199836.386
3603000000QAM2564.900936.386
4855000000QAM2563.500335.779
5861000000QAM2562.799435.595
6579000000QAM2565.400537.355
7585000000QAM2565.099636.609
8849000000QAM2563.099235.779
9609000000QAM2565.5001036.386
10615000000QAM2565.9001136.609
11621000000QAM2565.4001236.609
12633000000QAM2566.1991336.609
13639000000QAM2565.4001436.609
14645000000QAM2566.3001536.609
15651000000QAM2565.9001636.609
16657000000QAM2565.0991736.609
17663000000QAM2566.0001836.609
18669000000QAM2565.5991936.386
19675000000QAM2565.0992036.609
20681000000QAM2565.5002136.609
21687000000QAM2564.6992236.609
22693000000QAM2564.1992336.609
23699000000QAM2564.0002436.386
24705000000QAM2563.0992536.386
25711000000QAM2562.5992635.779
26717000000QAM2562.2992735.779
27723000000QAM2561.7002835.779
28825000000QAM2564.0002935.595
29831000000QAM2563.9003035.779
30837000000QAM2564.3003135.779
31843000000QAM2563.5993235.595
32279000000QAM2566.199138.605
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
04K275600000YESYESYES6.300003
1NANANONONONA
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
12210000064QAM35.51013200000
23699600064QAM38.27046400000
33059600064QAM36.77036400000
42530000064QAM37.26023200000
50QAM_NONE----1600000
60QAM_NONE----1600000
70QAM_NONE----1600000
80QAM_NONE----1600000
OFDM/OFDMA Overview
Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size
0DISABLED0.00000.00000.00000.00000.00002K
1DISABLED0.00000.00000.00000.00000.00002K
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I Plan to Stick Around
Posts: 9

Re: Internet Keeps Dropping

adding logs from Modem

 

1 07/02/2020 14:46:04 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=xxx:xxxx:xxx ;CMTS-MAC=00:17:10:98:1c:10;CM-QOS=1.1;CM-VER=3.1;
2 07/02/2020 15:39:55 68010300 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xxx:xxxx:xxx ;CMTS-MAC=00:17:10:98:1c:10;CM-QOS=1.1;CM-VER=3.1;
3 07/02/2020 16:14:29 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=xxx:xxxx:xxx ;CMTS-MAC=00:17:10:98:1c:10;CM-QOS=1.1;CM-VER=3.1;
4 07/02/2020 16:19:21 82001200 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xxx:xxxx:xxx ;CMTS-MAC=00:17:10:98:1c:10;CM-QOS=1.1;CM-VER=3.1;
5 07/02/2020 16:20:47 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=xxx:xxxx:xxx ;CMTS-MAC=00:17:10:98:1c:10;CM-QOS=1.1;CM-VER=3.1;
6 07/02/2020 16:22:21 82001200 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xxx:xxxx:xxx ;CMTS-MAC=00:17:10:98:1c:10;CM-QOS=1.1;CM-VER=3.1;
7 07/02/2020 16:37:19 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=xxx:xxxx:xxx ;CMTS-MAC=00:17:10:98:1c:10;CM-QOS=1.1;CM-VER=3.1;
8 07/02/2020 19:07:27 74010100 Notice CM-STATUS message sent. Event Type Code: 5; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xxx:xxxx:xxx ;CMTS-MAC=00:17:10:98:1c:10;CM-QOS=1.1;CM-VER=3.1;
9 07/02/2020 20:46:30 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=xxx:xxxx:xxx ;CMTS-MAC=00:17:10:98:1c:10;CM-QOS=1.1;CM-VER=3.1;

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Moderator
Moderator
Posts: 13

Re: Internet Keeps Dropping


Hello @georgeous and @ddude

 

Thank you for your messages. An intermittent connection is not fun. We can absolutely take a look at the issues that you have described.

 

Please send a private message to @CommunityHelps so we can get started. Not familiar with our private messaging system? No worries, Click Here https://roge.rs/2ZyDlj1

 

Regards

 

RogersNiki

 

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I Plan to Stick Around
Posts: 9

Re: Internet Keeps Dropping

update.

 

was able to pickup a new modem. seems like hardware version and firmware is same. So lets see if this makes a difference. 

 

Hardware Version1A
Software Version7.1.1.32
Gateway Serial Number99999
HFC MAC Addressxxxx
System Time2020-05-15 11:10:01
Time ZoneUTC+00:00 Greenwich Mean Time: Dublin, London, Lisbon

 

 

Signal table after setting up modem

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000QAM2566.000737.355
2597000000QAM2565.900837.355
3603000000QAM2565.599936.609
4855000000QAM2563.500336.386
5861000000QAM2562.500436.386
6579000000QAM2565.800537.636
7585000000QAM2565.500637.355
8849000000QAM2563.099236.609
9609000000QAM2566.0991037.355
10615000000QAM2566.4001137.355
11621000000QAM2565.9001237.355
12633000000QAM2566.5001337.355
13639000000QAM2565.6991437.636
14645000000QAM2566.8001537.355
15651000000QAM2566.4001637.355
16657000000QAM2565.5001737.355
17663000000QAM2566.4001837.355
18669000000QAM2566.0001936.609
19675000000QAM2565.5992037.355
20681000000QAM2566.1992137.636
21687000000QAM2565.5002236.609
22693000000QAM2565.3002336.386
23699000000QAM2565.5002436.609
24705000000QAM2565.0002537.355
25711000000QAM2564.8002636.609
26717000000QAM2565.0992736.386
27723000000QAM2564.5002836.609
28825000000QAM2564.0992935.779
29831000000QAM2564.0003036.386
30837000000QAM2564.0993136.386
31843000000QAM2563.5003236.386
32279000000QAM2566.000138.605
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
04K275600000YESYESYES5.900002
1NANANONONONA
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
12210000064QAM36.51013200000
23699600064QAM38.02046400000
33059600064QAM38.02036400000
42530000064QAM38.01023200000
50QAM_NONE----1600000
60QAM_NONE----1600000
70QAM_NONE----1600000
80QAM_NONE----1600000
OFDM/OFDMA Overview
Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size
0DISABLED0.00000.00000.00000.00000.00002K
1DISABLED0.00000.00000.00000.00000.00002K
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I Plan to Stick Around
Posts: 9

Re: Internet Keeps Dropping

Speed test result from last 12 hours. ( every 15 minutes, wired network)

have a gigabit connection, but max speed was 324 Mbps at 3:53 am and lowest being 23Mbps at 10:23 am.

so the new modem seems to be performing similar to the old modem. ( speedtest on Old modem was able to Hit 800+ mbps ) though.  

 

speedtest_jul5_noon.png

I've Been Around
Posts: 1

Re: Internet Keeps Dropping

I'm facing exactly the same problem. My internet keeps dropping. I have this problem since they forced me to switch to ignite. The CSR pushed a "free" ignite TV which I never used with the switching process. Since that day of switching modems, it never stopped dropping. I called Roger's several times and I get the same answer everytime. Well, since the issue continue and no one seems to know how to fix it, and since I'm currently working from home relying heavily on the internet, I am actively researching now to find another company to switch to. Do you know a better option for internet provider in Brampton area?
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Moderator
Moderator
Posts: 52

Re: Internet Keeps Dropping

Hello @Malubaidy,

 

Thank you for your post and welcome to the Community! I hope you and your loved ones are doing well and staying safe. 
Connection issues can make working from home difficult, you've come to the right place and we can certainly look into the issue with you. 

 

Can you please provide more information on the situation and share what troubleshooting steps you have done so far?

 

Regards,

 

RogersRob

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I've Been Around
Posts: 1

Re: Internet Keeps Dropping

Hey, just wondering, was your issue ever resolved? I am currently experiencing this for over a month now? I have called many 15 times, no solution?

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Moderator
Moderator
Posts: 1,828

Re: Internet Keeps Dropping

Hello, @daniellejt20.

 

Thank you for joining this conversation, and welcome to Rogers Community Forums!

 

The Internet keeps disconnecting can be quite inconvenient; we can help find a solution for you. 

 

To get a clear picture of the issue, please answer the following:

 

  • Are you experiencing frequent disconnections on a WiFi connection?
  • Is the modem rebooting by itself when the connection dropped?
  • What's the model of the modem?
  • Are you using your own router?

We look forward to hearing from you!

 

Cheers,

RogersMoin