Internet Keeps Dropping

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I Plan to Stick Around
Posts: 9

Re: Internet Keeps Dropping

@-G-  i'm not a gamer, my issue was getting usable internet and get rid of frequent disconnects on VPN, skype, Webex sessions that are now the norm since everyone is working from home .

 

also this is not a fix, its just a band aid that helps my internet perform a bit better that previous state. 

having said that, Rogers really need to look into this as this issue is impacting lot of subscribers .  not all subscribers have enough technical now how to fix it or implement something on tier side, or even have a router than can support sqm for gigabit.  Heck I run an ER4, and even with that I cannot handle sqm at gigabit and can only max out at around 400 Mbps.  but that is a drop i'm willing to take a slightly better usable internet. 

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Resident Expert
Resident Expert
Posts: 1,377

Re: Internet Keeps Dropping

@ddude  Hi.  Sorry, I think I misunderstood the context of your last post.  I can see that you have been through a lot lately and it sounded like enabling SQM was more of an optimization effort than an attempt to stabilize a connection that is barely working.  There's nothing worse or more frustrating for a paying customer than a service that doesn't work properly.  It doesn't matter whether you are a direct Rogers customer or a TPIA customer; you are a customer that should be valued and there is no excuse for Rogers not delivering service of the highest quality.

 

"Internet Keeps Dropping" can mean different things to different people.  If your modem keeps disconnecting, or there is excessive noise on the cable plant, signals that are out of spec, a high number of uncorrectable codeword errors, excessive packet loss, faulty hardware, faulty infrastructure, etc., this needs to be fixed and only Rogers can fix it.  It pains me to see Rogers customers experience these problems, and it's absolutely heartbreaking whenever TPIA customers are put through support he11 and whenever Rogers spends more time actively NOT fixing problems than what it would take to just fix it.

 

"Internet Keeps Dropping" for some can also mean Wi-Fi problems or can be caused by customers improperly configuring network gear.  This is out of Rogers control.

 

In some cases, excessive network loads, bufferbloat, and other issues that cause excessive latency and jitter can also definitely be a problem.  The link to the Rogers network could be fine, Wi-Fi would be fine, but other factors are causing applications to disconnect and perform poorly.  This affects gamers, but anybody using latency-sensitive applications are "honorary  gamers" as well, and many people these days are dependent on an Internet connection that performs well for school, work, or staying connected with others for whatever reason.

 

@ddude  In your previous post, you said, "from all my research and reading online regarding the issue, it seems like rogers has a serious bufferbloat problem, which no one seem to acknowledge. they keep saying that they sent a tech to work on network, but nothing made a difference."  and that's why it sounded like you were finally just trying to eliminate bufferbloat for whatever reason.  Bufferbloat is caused by excessive packet buffering in network gear.  Huge packet buffers mitigate packet loss and keep the network working (hopefully more) smoothly when traffic levels spike.  As I said before, this causes unwanted jitter for gamers and can break some applications.  Some ping  clients also erroneously report packet loss when ping RTTs / ICMP Echo Replies are delayed beyond a certain threshold.  I wasn't sure if you were seeing actual packet loss or just perceived packet loss, or if actual packet loss was due to Rogers dropping packets (due to packet buffers overflowing or uncorrectable codeword errors) or if this was occurring on your side.  It wasn't clear to me what problem you were actually trying to solve by enabling SQM.  QoS, traffic shaping and rate limiting are useful tools but enabling these should not have any effect on the stability of your Internet link.



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I Plan to Stick Around
Posts: 9

Re: Internet Keeps Dropping

hey @-G- 

no worries, I do think i came across a bit hard as my issue has been going on for over 2 months now.

 

for the packet loss , I had setup a PRTG monitor to the first hop from my modem to rogers network and that connection was seeing a packet loss. 

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Resident Expert
Posts: 1,377

Re: Internet Keeps Dropping


@Natto wrote:

I use VPN for work.   The intermittent signal drops and the slow upload speeds do have a substantial impact on my ability to work from home effectively. Any suggestions for fixes?  Update: post tech visit, I was informed there is a problem with the "node" feed servicing my neighbourhood.  He referred to a "green box" near my neighbour's property.


It sounds like Rogers has confirmed a problem in your area.  Depending on the nature of the problem, there may or may not be much that you can do.  Are you actually seeing a bunch of errors in your modem's Events log (that would be indicative of a problem with your connection to the Rogers network) or is it a case of an overloaded node and poor network performance that is causing problems for you?



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I'm a Trusted Contributor
Posts: 309

Re: Internet Keeps Dropping

I'm still waiting for a fix. A senior tech came to the house on Friday. I asked him numerous times to check the node since other people in the area are having the same disconnects I am getting. His answer was that it must be noise on my line. He then checked the line in the house and said that it needed to be replaced. I was quite skeptical that this would fix my issue since the disconnects happen almost always in the mornings and pretty much never on the weekends. A new line can't fix that. Anyways, he put in the new line and changed the modem. So, now I'm on the 4th modem in less than a month. He did some tests on the new line and declared that the problem was fixed. I again asked him to check the node since this "fix" made no sense to me. I was told that it wasn't necessary and that the old line was the issue. He left and the disconnects are still there. They start at pretty much 7:30 am and they continue until about noon. I texted him on Monday and was told he would contact the maintenance team to check the node. I have not heard back from him or the team yet. It honestly irks me that he did not check the node when he was here. The chances of 3 previous modems all being defective are slim to none. Further, what kind of a defect in the modem or my line would produce these problems Mon-Fri from 7:30 am until noon. It doesn't take a rocket surgeon (gotta love Ricky) to figure out that the problem is not on my end. Anyways, I am hoping to hear back from him or the maintenance team soon. This has been going on for over a month. 3 techs at the house, 4 modems, new line, over 12 hours on the phone, 3 trips to the Rogers store to return the "bad" modems, and the issue is still there. I really wish that someone from Rogers would have listened to me and actually checked the node weeks ago when I asked them to. 

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Resident Expert
Posts: 6,987

Re: Internet Keeps Dropping

@mousetamer send a message to @CommunityHelps to have the moderators arrange for another senior tech (Real Rogers tech) and to look into the notes on file.  You've reached that point so its time for @CommunityHelps to make the necessary arrangements.  What you're really interested in is whether or not a ticket has been raised against the neighbourhood node. 

 

I'm assuming that you've had contractor techs for all three visits.  I suspect that contractor techs aren't allowed to do anything with the neighbourhood node, other than connect or disconnect a line cable.  Anything that needs to be done to or with the neighbourhood node probably requires a senior tech or a maintenance crew. 

 

The fact that you see disconnects every day from 7:30 am until about noon could suggest two possibilities:

 

1.  someone has a device connected to their network that shouldn't be connected and as a result, noise is injected into the cable system, affecting all modems connected to your cable run that extends from the neighbourhood node to the last modem on the line.  If you're affected, then all modems on the line are affected. 

 

2.  There is an issue with the node output card that your cable run is connected to.  In that case, it would require a maintenance crew.  

 

3,  There is some issue with the node itself, beyond the output card, that could be related to the overall load of the node.  That load would ramp up in the morning, creating more heat internally within the node casing, and maybe a heat related problem.  

 

Obviously you haven't had success so far, so I'd suggest reaching out to @CommunityHelps.  If you do call into tech support again, I'd suggest doing so in the morning when you're seeing the disconnects. When you reach a Tier I tech, ask to speak with a Tier II tech to discuss problems with the neighbourhood node.  The Tier I tech might try to dissuade you, but, the obvious question is, do you have access to the node data, yes or no. 

 

If yes, then the question is, what's going on with the line card that you're connected to.  Is that card showing multiple simultaneous disconnects?  What are the signal to noise ratios along that line and where do they reach a minimum level.  That's probably a good starting point for a senior tech or specialized contractor tech to investigate noise issues.  

 

If no, then pass me onto a Tier II tech.  The same questions apply. 

 

 



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I'm Here A Lot
Posts: 6

Re: Internet Keeps Dropping

Hi @-G- ,

 

The one time when I checked last week during one of the service disruption episodes, there were many error messages in the events log.  Internet signal was out several times yesterday (@ light gone, upload and download arrows blue/green) and I rebooted the modem, so there are no events in the log right now.

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Resident Expert
Resident Expert
Posts: 1,377

Re: Internet Keeps Dropping

@Natto  I don't know what to say.  When you posted your modem's signal table, your downstream signal & power levels were lower than normal and your upstream power levels were high.  (Your modem was not receiving as strong a signal as it should and had to transmit at a higher power level so that its signal can be received by the node.)  To me, that indicates that you either have an attenuator on your line that needs to be changed or removed, a lossy splitter, or a problem with your line; it could be any of a number of things anywhere along the signal path.

 

What did the tech ask you to check inside your home before pointing to a green box outside and indicating that it was the likely cause of your unstable Internet?



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I'm a Trusted Contributor
Posts: 309

Re: Internet Keeps Dropping

@Datalink thanks for the reply. I did as you suggested and sent them a message. 

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I'm Here A Lot
Posts: 6

Re: Internet Keeps Dropping

Hi @-G- 

 

The tech didn't ask me to check anything in the house. He assessed the connections outside.  Only mentioned he believes it's a problem with the node.  I have 2 cable outlets in the house, when I had problems with internet, neither of the TV boxes were detectable by Roger support either, so more likely to be something outside?   There's a splitter where the modem connects to the incoming cable. I am going to bypass that to see if there's a diff.

 
Here's the DOCSIS specs today, not good, I gather:

Downstream Overview

 

 

 

 

 

Port ID

Frequency (MHz)

Modulation

Signal strength (dBmV)

Channel ID

Signal noise ratio (dB)

1

591000000

QAM256

-3.099

7

37.636

2

597000000

QAM256

-3.500

8

37.636

3

603000000

QAM256

-2.700

9

37.355

4

579000000

QAM256

-3.900

5

37.636

5

585000000

QAM256

-3.299

6

37.636

6

279000000

QAM256

-4.000

1

38.605

7

609000000

QAM256

-3.099

10

37.636

8

615000000

QAM256

-3.099

11

38.605

9

621000000

QAM256

-3.299

12

37.636

10

633000000

QAM256

-2.700

13

37.636

11

639000000

QAM256

-3.000

14

37.636

12

645000000

QAM256

-2.599

15

37.636

13

651000000

QAM256

-2.599

16

37.636

14

657000000

QAM256

-3.200

17

37.636

15

663000000

QAM256

-2.500

18

38.605

16

669000000

QAM256

-3.099

19

37.636

17

675000000

QAM256

-3.799

20

37.636

18

681000000

QAM256

-3.400

21

37.636

19

687000000

QAM256

-3.799

22

37.636

20

693000000

QAM256

-3.500

23

37.636

21

699000000

QAM256

-3.299

24

37.636

22

705000000

QAM256

-3.599

25

37.636

23

711000000

QAM256

-3.900

26

37.355

24

717000000

QAM256

-4.500

27

37.355

25

723000000

QAM256

-4.900

28

37.355

26

825000000

QAM256

-4.400

29

37.355

27

831000000

QAM256

-5.000

30

36.386

28

837000000

QAM256

-5.799

31

36.609

29

843000000

QAM256

-5.900

32

36.609

30

849000000

QAM256

-6.200

2

36.386

31

855000000

QAM256

-6.400

3

36.386

32

861000000

QAM256

-7.000

4

36.386

OFDM Downstream Overview

 

 

 

 

 

 

Receiver

FFT type

Subcarr 0 Frequency(MHz)

PLC locked

NCP locked

MDC1 locked

PLC power(dBmv)

0

NA

NA

NO

NO

NO

NA

1

4K

275600000

YES

YES

YES

-3.799999

Upstream Overview

 

 

 

 

 

Port ID

Frequency (MHz)

Modulation

Signal strength (dBmV)

Channel ID

Bandwidth

1

30596000

64QAM

49.270

7

6400000

2

36996000

64QAM

50.020

8

6400000

3

22100000

64QAM

48.760

5

3200000

4

25300000

64QAM

49.260

6

3200000

5

0

QAM_NONE

-

---

1600000

6

0

QAM_NONE

-

---

1600000

7

0

QAM_NONE

-

---

1600000

8

0

QAM_NONE

-

---

1600000

OFDM/OFDMA Overview

 

 

 

 

 

 

 

Channel Index

State

lin Digital Att

Digital Att

BW (sc's*fft)

Report Power

Report Power1_6

FFT Size

0

DISABLED

0.0000

0.0000

0.0000

0.0000

0.0000

2K

1

DISABLED

0.0000

0.0000

0.0000

0.0000

0.0000

2K