Internet Keeps Dropping

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Highlighted
Moderator
Moderator
Posts: 13

Re: Internet Keeps Dropping

Hello @RDWilly and @ChaeFam

 

Based on the data you've provided, there doesn't appear to be any noticeable signal issues. Your signals seem to be in spec.

 

We may need some additional information to investigate this matter further. You can send us a PM to get started.

 

Not sure how the send us a Private Message, please check here https://communityforums.rogers.com/t5/Rogers-Community-Forums-Blog/Get-to-know-your-Community-How-To...

 

 

Regards

 

RogersNiki

Highlighted
I've Been Here Awhile
Posts: 4

Re: Internet Keeps Dropping

Just to update my particular situation, the constant disconnecting issues I've had for 4+ days was on the Rogers side of things. Last night, about 26 hours ago, Rogers shut down our area's internet and TV services as they did maintenance in our area for about 9 hours. Since then, our internet hasn't had any disconnecting issues all day today.

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I've Been Here Awhile
Posts: 2

Re: Internet Keeps Dropping

I've been having intermittent internet issues since May. Had a couple tech visits where they replaced the modem (FYI, i have the black Hitron modem) and on the last visit, replaced the wire from the pole to the outside of the house and still I experience drops. I've noticed there are 2 types of scenarios, one is total outage (less frequent) and the other is the speed dramatically drops to the point devices trying to visit sites just times out, cause Teams calls to cut out, etc. (but strangely enough devices that are already streaming have no issues). The latter scenario will fix itself... usually by the time I run to the modem to connect my laptop to run tests. Sigh...

 

I noticed a huge slowdown so I ran a ping to my CMTS and saw 10% loss over wifi and then managed to run to the modem and saw 3% loss over LAN. I ran another ping over LAN and then it's back to 0% loss.

 

OVER WIFI

Pinging 174.114.130.1 with 32 bytes of data:
Reply from 174.114.130.1: bytes=32 time=50ms TTL=63
Reply from 174.114.130.1: bytes=32 time=15ms TTL=63
Reply from 174.114.130.1: bytes=32 time=13ms TTL=63
Reply from 174.114.130.1: bytes=32 time=13ms TTL=63
Reply from 174.114.130.1: bytes=32 time=11ms TTL=63
Reply from 174.114.130.1: bytes=32 time=33ms TTL=63
Reply from 174.114.130.1: bytes=32 time=16ms TTL=63
Reply from 174.114.130.1: bytes=32 time=20ms TTL=63
Reply from 174.114.130.1: bytes=32 time=14ms TTL=63
Reply from 174.114.130.1: bytes=32 time=11ms TTL=63
Request timed out.
Reply from 174.114.130.1: bytes=32 time=36ms TTL=63
Reply from 174.114.130.1: bytes=32 time=36ms TTL=63
Reply from 174.114.130.1: bytes=32 time=47ms TTL=63
Reply from 174.114.130.1: bytes=32 time=17ms TTL=63
Reply from 174.114.130.1: bytes=32 time=14ms TTL=63
Reply from 174.114.130.1: bytes=32 time=9ms TTL=63
Reply from 174.114.130.1: bytes=32 time=11ms TTL=63
Reply from 174.114.130.1: bytes=32 time=35ms TTL=63
Reply from 174.114.130.1: bytes=32 time=248ms TTL=63
Reply from 174.114.130.1: bytes=32 time=16ms TTL=63
Reply from 174.114.130.1: bytes=32 time=24ms TTL=63
Reply from 174.114.130.1: bytes=32 time=17ms TTL=63
Reply from 174.114.130.1: bytes=32 time=13ms TTL=63
Reply from 174.114.130.1: bytes=32 time=26ms TTL=63
Reply from 174.114.130.1: bytes=32 time=103ms TTL=63
Reply from 174.114.130.1: bytes=32 time=115ms TTL=63
Reply from 174.114.130.1: bytes=32 time=15ms TTL=63
Request timed out.
Reply from 174.114.130.1: bytes=32 time=16ms TTL=63
Reply from 174.114.130.1: bytes=32 time=27ms TTL=63
Reply from 174.114.130.1: bytes=32 time=12ms TTL=63
Reply from 174.114.130.1: bytes=32 time=13ms TTL=63
Request timed out.
Reply from 174.114.130.1: bytes=32 time=12ms TTL=63
Reply from 174.114.130.1: bytes=32 time=81ms TTL=63
Request timed out.
Reply from 174.114.130.1: bytes=32 time=20ms TTL=63
Reply from 174.114.130.1: bytes=32 time=31ms TTL=63
Reply from 174.114.130.1: bytes=32 time=16ms TTL=63
Request timed out.
Request timed out.
Reply from 174.114.130.1: bytes=32 time=23ms TTL=63
Request timed out.
Reply from 174.114.130.1: bytes=32 time=17ms TTL=63
Reply from 174.114.130.1: bytes=32 time=10ms TTL=63
Reply from 174.114.130.1: bytes=32 time=268ms TTL=63
Reply from 174.114.130.1: bytes=32 time=18ms TTL=63
Reply from 174.114.130.1: bytes=32 time=82ms TTL=63
Reply from 174.114.130.1: bytes=32 time=15ms TTL=63
Reply from 174.114.130.1: bytes=32 time=16ms TTL=63
Reply from 174.114.130.1: bytes=32 time=10ms TTL=63
Reply from 174.114.130.1: bytes=32 time=25ms TTL=63
Reply from 174.114.130.1: bytes=32 time=38ms TTL=63
Request timed out.
Request timed out.
Reply from 174.114.130.1: bytes=32 time=16ms TTL=63
Request timed out.
Reply from 174.114.130.1: bytes=32 time=11ms TTL=63
Reply from 174.114.130.1: bytes=32 time=16ms TTL=63

Ping statistics for 174.114.130.1:
Packets: Sent = 60, Received = 50, Lost = 10 (16% loss),
Approximate round trip times in milli-seconds:
Minimum = 9ms, Maximum = 268ms, Average = 35ms

 

OVER LAN

Pinging 174.114.130.1 with 32 bytes of data:
Request timed out.
Request timed out.
Reply from 174.114.130.1: bytes=32 time=11ms TTL=63
Reply from 174.114.130.1: bytes=32 time=14ms TTL=63
Reply from 174.114.130.1: bytes=32 time=18ms TTL=63
Reply from 174.114.130.1: bytes=32 time=15ms TTL=63
Reply from 174.114.130.1: bytes=32 time=13ms TTL=63
Reply from 174.114.130.1: bytes=32 time=16ms TTL=63
Reply from 174.114.130.1: bytes=32 time=9ms TTL=63
Reply from 174.114.130.1: bytes=32 time=13ms TTL=63
Reply from 174.114.130.1: bytes=32 time=17ms TTL=63
Reply from 174.114.130.1: bytes=32 time=19ms TTL=63
Reply from 174.114.130.1: bytes=32 time=12ms TTL=63
Reply from 174.114.130.1: bytes=32 time=11ms TTL=63
Reply from 174.114.130.1: bytes=32 time=15ms TTL=63
Reply from 174.114.130.1: bytes=32 time=11ms TTL=63
Reply from 174.114.130.1: bytes=32 time=18ms TTL=63
Reply from 174.114.130.1: bytes=32 time=10ms TTL=63
Reply from 174.114.130.1: bytes=32 time=8ms TTL=63
Reply from 174.114.130.1: bytes=32 time=10ms TTL=63
Reply from 174.114.130.1: bytes=32 time=8ms TTL=63
Reply from 174.114.130.1: bytes=32 time=10ms TTL=63
Reply from 174.114.130.1: bytes=32 time=9ms TTL=63
Reply from 174.114.130.1: bytes=32 time=13ms TTL=63
Reply from 174.114.130.1: bytes=32 time=10ms TTL=63
Reply from 174.114.130.1: bytes=32 time=14ms TTL=63
Reply from 174.114.130.1: bytes=32 time=10ms TTL=63
Reply from 174.114.130.1: bytes=32 time=11ms TTL=63
Reply from 174.114.130.1: bytes=32 time=8ms TTL=63
Reply from 174.114.130.1: bytes=32 time=8ms TTL=63
Reply from 174.114.130.1: bytes=32 time=10ms TTL=63
Reply from 174.114.130.1: bytes=32 time=7ms TTL=63
Reply from 174.114.130.1: bytes=32 time=13ms TTL=63
Reply from 174.114.130.1: bytes=32 time=9ms TTL=63
Reply from 174.114.130.1: bytes=32 time=10ms TTL=63
Reply from 174.114.130.1: bytes=32 time=14ms TTL=63
Reply from 174.114.130.1: bytes=32 time=11ms TTL=63
Reply from 174.114.130.1: bytes=32 time=9ms TTL=63
Reply from 174.114.130.1: bytes=32 time=8ms TTL=63
Reply from 174.114.130.1: bytes=32 time=10ms TTL=63
Reply from 174.114.130.1: bytes=32 time=8ms TTL=63
Reply from 174.114.130.1: bytes=32 time=13ms TTL=63
Reply from 174.114.130.1: bytes=32 time=11ms TTL=63
Reply from 174.114.130.1: bytes=32 time=11ms TTL=63
Reply from 174.114.130.1: bytes=32 time=10ms TTL=63
Reply from 174.114.130.1: bytes=32 time=8ms TTL=63
Reply from 174.114.130.1: bytes=32 time=14ms TTL=63
Reply from 174.114.130.1: bytes=32 time=10ms TTL=63
Reply from 174.114.130.1: bytes=32 time=13ms TTL=63
Reply from 174.114.130.1: bytes=32 time=7ms TTL=63
Reply from 174.114.130.1: bytes=32 time=8ms TTL=63
Reply from 174.114.130.1: bytes=32 time=10ms TTL=63
Reply from 174.114.130.1: bytes=32 time=9ms TTL=63
Reply from 174.114.130.1: bytes=32 time=9ms TTL=63
Reply from 174.114.130.1: bytes=32 time=10ms TTL=63
Reply from 174.114.130.1: bytes=32 time=9ms TTL=63
Reply from 174.114.130.1: bytes=32 time=14ms TTL=63
Reply from 174.114.130.1: bytes=32 time=11ms TTL=63
Reply from 174.114.130.1: bytes=32 time=17ms TTL=63
Reply from 174.114.130.1: bytes=32 time=10ms TTL=63

Ping statistics for 174.114.130.1:
Packets: Sent = 60, Received = 58, Lost = 2 (3% loss),
Approximate round trip times in milli-seconds:
Minimum = 7ms, Maximum = 19ms, Average = 11ms

 

 

Highlighted
Moderator
Moderator
Posts: 24

Re: Internet Keeps Dropping

 

Hey @12heater

 

Welcome to the Rogers Community Forums and congratulations on your first post with us! 😊

I hope you're staying safe and sound. I know first hand how important it is to ensure you stay connected and how disruptive and what an inconvenience it can be when it goes down especially during these times.

 

When this issue is transpiring, does it affect all devices at the same time? Are you able to connect your SmartPhones/Tablets to your Wi-Fi network, or is it mainly happening on a specific device? Is it possible to run a speed test to see what results you actually get when this happens? When you run the speed test, please ensure you are hardwired directly to the modem and utilizing speedtest.net to do so. 👍

 

We've also got some great Resident Experts who may be able to provide more insight on this for you. I will tag them into this post for you: @Datalink@Gdkitty, @-G-.

 

We look forward to your response!

 

RogersJo

 

 

Highlighted
Resident Expert
Resident Expert
Posts: 1,272

Re: Internet Keeps Dropping

@12heater  Could you please try running an hour-long ping test to both the default gateway IP address on your local LAN as well as to your CMTS router, simultaneously, in separate windows?  (The command to do this on Windows is "ping -n 3600 IP_address"; on Linux/macOS, the command is "ping -c 3600 IP_address")

 

If the problem is purely on the Rogers side, you should only see packet loss when pinging the CMTS router.

 

Ideally, there should be no latency, packet loss or jitter on the local LAN, on wired or wireless connections... but if there is, then that's the first problem that needs to be solved.

 

Your ping tests show packet loss over both Ethernet and Wi-Fi.  However, the latency and jitter is much worse over Wi-Fi.

 

Wi-Fi:

Packets: Sent = 60, Received = 50, Lost = 10 (16% loss),
Approximate round trip times in milli-seconds:
Minimum = 9ms, Maximum = 268ms, Average = 35ms

 

Ethernet:

Packets: Sent = 60, Received = 58, Lost = 2 (3% loss),
Approximate round trip times in milli-seconds:
Minimum = 7ms, Maximum = 19ms, Average = 11ms

 

Ideally, those stats should be the same or, at at least very similar.  In your one-minute ping test, the RTTs over Ethernet were all less than 20 ms.  Over Wi-Fi, you had the following spikes in the 20-99 ms range:

 

Reply from 174.114.130.1: bytes=32 time=50ms TTL=63
Reply from 174.114.130.1: bytes=32 time=33ms TTL=63
Reply from 174.114.130.1: bytes=32 time=20ms TTL=63
Reply from 174.114.130.1: bytes=32 time=36ms TTL=63
Reply from 174.114.130.1: bytes=32 time=36ms TTL=63
Reply from 174.114.130.1: bytes=32 time=47ms TTL=63
Reply from 174.114.130.1: bytes=32 time=35ms TTL=63
Reply from 174.114.130.1: bytes=32 time=24ms TTL=63
Reply from 174.114.130.1: bytes=32 time=26ms TTL=63
Reply from 174.114.130.1: bytes=32 time=27ms TTL=63
Reply from 174.114.130.1: bytes=32 time=81ms TTL=63
Reply from 174.114.130.1: bytes=32 time=20ms TTL=63
Reply from 174.114.130.1: bytes=32 time=31ms TTL=63
Reply from 174.114.130.1: bytes=32 time=23ms TTL=63
Reply from 174.114.130.1: bytes=32 time=82ms TTL=63
Reply from 174.114.130.1: bytes=32 time=25ms TTL=63
Reply from 174.114.130.1: bytes=32 time=38ms TTL=63

 

... and a few exceeding 100 ms:

 

Reply from 174.114.130.1: bytes=32 time=248ms TTL=63
Reply from 174.114.130.1: bytes=32 time=103ms TTL=63
Reply from 174.114.130.1: bytes=32 time=115ms TTL=63
Reply from 174.114.130.1: bytes=32 time=268ms TTL=63

 

 

If you post your modem's Downstream and Upstream channel stats, we could have a look at them and confirm whether or not they are to spec.  Please also check your modem's error logs to see if any critical DOCSIS events (or any other significant errors) are being reported.  Rogers should be able to tell you whether the signal to your modem is normal or problematic, what the correctable and uncorrectable codeword error counts are in addition to the number of unerrored codewords, whether there are noise spikes in your area, and the loading of your local node.

 

If you see these problems at particular times of the day, it could be due to network traffic loads in your area.

 

Regardless, the first thing that you need to make sure of is that you do not have any problems on your local LAN and Wi-Fi networks.



Highlighted
I Plan to Stick Around
Posts: 12

Re: Internet Keeps Dropping

my internet service is keep interrupting every days since ~3/4 weeks ago, failed to get connection many times per day, from 1 mins to ~30 mins, very frustratied. I tried to replace a new modem & power off/on the modem many times, but nothing help

 

my service plan is ignite 1G, modem is coda-4582 (bridge mode), ubiquiti usg + switch + aps, this setup is already 2 years old, no any problems so far

 

anyone knows what the problem is?


~~~ normal ~~~

Last login: Thu Aug 6 21:00:38 on ttys000
kevin@MBP15 ~ % ping 8.8.8.8
PING 8.8.8.8 (8.8.8.8): 56 data bytes
64 bytes from 8.8.8.8: icmp_seq=0 ttl=118 time=17.093 ms
64 bytes from 8.8.8.8: icmp_seq=1 ttl=118 time=15.262 ms
64 bytes from 8.8.8.8: icmp_seq=2 ttl=118 time=15.999 ms
64 bytes from 8.8.8.8: icmp_seq=3 ttl=118 time=21.261 ms
64 bytes from 8.8.8.8: icmp_seq=4 ttl=118 time=17.097 ms
64 bytes from 8.8.8.8: icmp_seq=5 ttl=118 time=12.410 ms
^C
--- 8.8.8.8 ping statistics ---
6 packets transmitted, 6 packets received, 0.0% packet loss
round-trip min/avg/max/stddev = 12.410/16.520/21.261/2.642 ms

~~~ abnormal~~~

Last login: Thu Aug 6 21:30:50 on ttys000
kevin@MBP15 ~ % ping 8.8.8.8
PING 8.8.8.8 (8.8.8.8): 56 data bytes
92 bytes from usg (10.10.1.1): Destination Host Unreachable
Vr HL TOS Len ID Flg off TTL Pro cks Src Dst
4 5 00 5400 d7ef 0 0000 3f 01 883a 10.10.1.102 8.8.8.8

Request timeout for icmp_seq 0
Request timeout for icmp_seq 1
Request timeout for icmp_seq 2
92 bytes from usg (10.10.1.1): Destination Host Unreachable
Vr HL TOS Len ID Flg off TTL Pro cks Src Dst
4 5 00 5400 88d6 0 0000 3f 01 d753 10.10.1.102 8.8.8.8

Request timeout for icmp_seq 3
Request timeout for icmp_seq 4
Request timeout for icmp_seq 5
92 bytes from usg (10.10.1.1): Destination Host Unreachable
Vr HL TOS Len ID Flg off TTL Pro cks Src Dst
4 5 00 5400 13c1 0 0000 3f 01 4c69 10.10.1.102 8.8.8.8

Request timeout for icmp_seq 6
Request timeout for icmp_seq 7
^CRequest timeout for icmp_seq 8
Request timeout for icmp_seq 9
^C
--- 8.8.8.8 ping statistics ---
11 packets transmitted, 0 packets received, 100.0% packet loss
kevin@MBP15 ~ %


Last login: Fri Aug 7 16:25:48 on ttys000
kevin@MBP15 ~ % ping 8.8.8.8
PING 8.8.8.8 (8.8.8.8): 56 data bytes
Request timeout for icmp_seq 0
Request timeout for icmp_seq 1
92 bytes from usg (10.10.1.1): Destination Host Unreachable
Vr HL TOS Len ID Flg off TTL Pro cks Src Dst
4 5 00 5400 1f35 0 0000 3f 01 40f5 10.10.1.102 8.8.8.8

Request timeout for icmp_seq 2
Request timeout for icmp_seq 3
Request timeout for icmp_seq 4
92 bytes from usg (10.10.1.1): Destination Host Unreachable
Vr HL TOS Len ID Flg off TTL Pro cks Src Dst
4 5 00 5400 0d8b 0 0000 3f 01 529f 10.10.1.102 8.8.8.8

Request timeout for icmp_seq 5
Request timeout for icmp_seq 6
Request timeout for icmp_seq 7
^C
--- 8.8.8.8 ping statistics ---
9 packets transmitted, 0 packets received, 100.0% packet loss
kevin@MBP15 ~ %

Highlighted
I Plan to Stick Around
Posts: 13

Re: Internet Keeps Dropping

What firmware is your new replacement modem on? Is it on 36T8 or 7.1.1.32? 7.1.1.32 is problematic in bridge mode contrary to what the folks at Rogers seem to believe.

Highlighted
I Plan to Stick Around
Posts: 12

Re: Internet Keeps Dropping

don't know the firmware version yet, need to re-enable the gateway mode for checking.

 

the issue happened with my old modem also, but the one was working fine for almost 2 years, so I guess the issue is not modem related.

I Plan to Stick Around
Posts: 13

Re: Internet Keeps Dropping

You can access the modem interface in bridge mode by going to 192.168.100.1
Highlighted
Resident Expert
Resident Expert
Posts: 6,942

Re: Internet Keeps Dropping

@KCheng you don't have to re-enable Gateway mode to check the version.  Simply log into the modem using 192.168.100.1 as the login address.  That address will work when the modem is in Bridge mode.  If the modem doesn't respond to the login attempts, thats an indication that version 7.1.1.32 is loaded.  Pull the power from the modem, wait for 10 to 15 seconds and plug it back in.  That forces a restart/reboot.  You should be able to log into the modem after the restart is complete. 

 

After you have logged into the modem, navigate to the STATUS .... DOCSIS WAN tab.  Copy the entire signal table, starting at the Downstream Overview line and go all the way down the very bottom right hand corner of the table, which is the OFDM/OFDMA section.  Select or highlight that entire area, right click .... Copy.  In a new post, right click .... Paste.  That should paste in the entire table as it appears in the modem's UI. 

 

Ideally you should be able to log into the modem at any time, but, version 7.1.1.32 is proving to be a problem.  Try to log in first to see if you can actually get past the login.  If that fails, the restart the modem.  I'd prefer to see the signal data prior to the restart if possible.  Restarting the modem will temporarily clear up signal issues, unless they are really bad, so, its important to be able to see that data when the modem has been running for a period of time and misbehaving at that point.