Internet Keeps Dropping

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I've Been Around
Posts: 1

Re: Internet Keeps Dropping

hi
I have been having internet connection disruption from August 2020 onwards. I have opened many tickets to get this fixed. It is a challenge for the past few months. I was told to change the modem and has done few times. However, there was no improvement. I was told to upgrade my modem and I have done it as well to 500 mbps. I still have the intermittent connectivity issue. The modem got rebooted automatically periodically. Field technician is also noticed the issue and he did the diagnostic during all these past incidents reported. As per the diagnostic, Roger technician has identified issue is in our area.
we are all working from home for the past few months and internet is critical essential service. I was told many times by Rogers that there is work going on in my neibourhood but there is no clear answer as to what work and when it will be resolved.
I called today tech support as well ( spoke with Al - Manager -Reference # 1561745446) and on Friday work order # W233395661500 (Bikram). I was told that there is rebuild going on from today morning until 4:30. There is no communication as to the impact to affected customer.

When I asked Al - manager - to notify me when there will be service interruption. He said that they don't send anything in writing. This is really concerning considering that if we (customer) doesn't know when the connection will be dropped/disconnected due to planned maintenance/unplanned maintenance, it is impossible for us to use alternative internet (such as using Mobile phone data plan). This is impacting our deliverables and our call with executives goes bad (disconnection of VOIP calls - due to Roger internet disruption).
I have been hearing similar issue from my neighbors as well.
How can you help us to get solid internet connection ? what is the current status and how/when will this issue be resolved? can you send us advance notification if there will be any planned maintenance that will potentially impact us?
please provide an explanation as to the issues we have been facing from August onwards?

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I've Been Here Awhile
Posts: 3

Re: Internet Keeps Dropping

To do that, I would need to go out and buy a gigabit switch (I just don't have them hanging around).  I'm good for now.  It works, and that's the main point.

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Resident Expert
Resident Expert
Posts: 7,005

Re: Internet Keeps Dropping

Ok, understood.  I'd try moving the TP-LINK AC1200 router further away from the modem, just to see if there's an EMI impact on the modem from the TP-LINK router.  Never know, maybe there's a slightly higher wifi power output or slightly different antenna radiation pattern that is causing an EMI issue with the modem.  



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Moderator
Moderator
Posts: 633

Re: Internet Keeps Dropping

Hey @KRISHNA2,

 

Thank you for being a part of our community and congrats on your first post with us. 🙂

 

I totally understand where you are coming from with regards to needing a strong and reliable internet connection. I also need internet for work purposes and both of my children do online schooling from home as well. These days, it's a necessity for many of us.

 

It sounds like we've tried quite a few different things to get to the bottom of your spotty internet issue, to no avail. That is definitely concerning. 😟

 

I would recommend visiting our Rogers Service Interruptions board to see major outages that are currently ongoing. If you are still having issues and you do not see anything listed there for your location, you may send us a Private Message so we can check into this further for you. For more information on how our Private Messaging system works, please check out our blog.

 

Regards,
RogersLaura

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I Plan to Stick Around
Posts: 36

Re: Internet Keeps Dropping

Good luck.  I made my final call to technical support and the office of the president.  I called Bell today and have an appointment to get their fibe gigabit service installed in my home next week.  After that, It's box up the rogers garbage and bring it back.  I am done fighting with them to provide me with proper services which I am paying for.  After almost 20 years with them, I shall no longer pay any more money to this hack job of a system.  

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I Plan to Stick Around
Posts: 22

Re: Internet Keeps Dropping

same here. internet keeps dropping and has got worse since summer. 

I dont have an option of bill fibe here otherwise would have switched in a heartbeat. docis network is old and needs replacement

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I Plan to Stick Around
Posts: 18

Re: Internet Keeps Dropping

Spoke to my neighbor and he has been experiencing the same thing - internet drops a few times a day throughout the day.  3 times already today as I am aware of coz the modem is just right beside me.  All the lights on the modem look normal but no internet.  The case I opened still active.  Rec'd text msgs from Rogers from time to time repeating the same thing - working on my case with delay.    

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I Plan to Stick Around
Posts: 19

Re: Internet Keeps Dropping

Hello why has my location lost DOCSIS 3.1?  Please see below logs?  For the last week my modem and my neighbours modems would all reboot at 5:30am.  My modem would not reconnect until a physically reboot.  I have replaced the modem with a new modem.  and now the 5:30am reboot problem is gone but so is my DOCSIS 3.1 connectivity.  My speeds and connection are so far stable.  But I feel like I am getting scammed by not getting DOCSIS 3.1.  My modem used to have one light blue light and a dark blue light now both lights are dark blue.  I believe this is a neighbourhood issue.  My case number is C159779511.  My modem is CODA-4582U.  Any help would be appreciated.  

 

DOCSIS WAN

This menu displays both upstream and downstream signal parameters

DOCSIS Overview
Network Access Permitted
DHCP Lease Time 😧 6 H: 15 M: 58 S: 29
Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 615000000 QAM256 3.200 11 38.605
2 591000000 QAM256 3.000 7 38.605
3 597000000 QAM256 3.500 8 38.983
4 849000000 QAM256 -0.200 2 37.355
5 855000000 QAM256 0.500 3 37.355
6 861000000 QAM256 0.700 4 37.355
7 579000000 QAM256 3.400 5 38.605
8 585000000 QAM256 3.000 6 38.983
9 603000000 QAM256 4.199 9 38.983
10 609000000 QAM256 4.000 10 38.605
11 279000000 QAM256 9.599 1 40.366
12 621000000 QAM256 4.400 12 38.605
13 633000000 QAM256 5.400 13 38.983
14 639000000 QAM256 4.800 14 38.605
15 645000000 QAM256 4.000 15 38.983
16 651000000 QAM256 3.299 16 38.983
17 657000000 QAM256 2.799 17 38.605
18 663000000 QAM256 3.500 18 38.983
19 669000000 QAM256 3.099 19 38.605
20 675000000 QAM256 2.099 20 38.605
21 681000000 QAM256 1.500 21 38.605
22 687000000 QAM256 1.700 22 38.605
23 693000000 QAM256 2.700 23 38.605
24 699000000 QAM256 2.099 24 38.605
25 705000000 QAM256 1.299 25 38.605
26 711000000 QAM256 0.700 26 38.605
27 717000000 QAM256 0.700 27 37.636
28 723000000 QAM256 0.500 28 37.636
29 825000000 QAM256 2.099 29 38.605
30 831000000 QAM256 2.000 30 38.605
31 837000000 QAM256 0.400 31 37.636
32 843000000 QAM256 -0.200 32 37.636
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 NA NA NO NO NO NA
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 30596000 64QAM 38.020 7 6400000
2 36996000 64QAM 38.520 8 6400000
3 22100000 64QAM 37.510 5 3200000
4 25300000 64QAM 37.760 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
DOCSIS Logs

The DOCSIS event logs are shown here

No. Time Type Priority Event
1 10/20/2020 00:57:56 66030111 Alert CM Certificate Error;CM-VER=3.1;
2 10/20/2020 10:24:08 90000000 Warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-VER=3.1;
3 10/20/2020 10:24:19 84000700 Warning RCS Partial Service;CM-VER=3.1;
4 10/20/2020 10:24:19 73050400 Warning REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-VER=3.1;
5 10/20/2020 10:24:26 66030111 Alert CM Certificate Error;CM-VER=3.1;
6 10/20/2020 10:54:03 68010300 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-VER=3.1;
7 10/20/2020 13:28:59 82000200 Critical No Ranging Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.1;
8 10/20/2020 14:37:11 74010100 Notice CM-STATUS message sent. Event Type Code: 5; Chan ID: 11; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-VER=3.1;
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Moderator
Moderator
Posts: 25

Re: Internet Keeps Dropping

Hello there @bobbydigital,

 

Thank you for sharing the modem status results with us this sure helps. I know how important it is to have a consistent and stable Internet connection, dealing with connectivity drops can be very tricky.

 

Since the ticket was submitted a few days ago, did you receive any follow up notification or any updates regarding the ticket for the area issue?

 

Sorry to hear you’re having issues with DOCSIS 3.1 Downstream transmit not being in spec. Just to ensure your configuration is set up for optimal performance can we ensure all cables are hand-tight, any signs of wear and tear on the cabling? Also, can you confirm if anything was added to the line for example splitters or boosters?

 

Looking forward to your response.

 

Kind Regards,

RogersMike

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I Plan to Stick Around
Posts: 19

Re: Internet Keeps Dropping

Signal went down again this time for both internet and cable tv.

 

This is happening daily.  The ticket was not followed up.  Please follow up or else I will switch my entire home to Bell Fibe.

 

All internal home connections are fine.  Modem has been replaced.  There must be a problem with the street connection.  Send the trucks and the techs to my street.