Internet Keeps Dropping

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SteveAdams
I Plan to Stick Around
Posts: 36

Re: Internet Keeps Dropping

@panda45 I am glad you got a free eero.  They claimed it was no good for me, and I would have had to pay for it out of my own pocket, even after I was having issues for so long.  I am SO GLAD I am moved on from rogers.  NEVER AGAIN.  Hackjob customer service. 

doctor80
I Plan to Stick Around
Posts: 78

Re: Internet Keeps Dropping

So when Rogers is going to introduce a new replacement modem for its customers that all seem suffer from this intermittent packet loss?

If I need to replace 4 modems to get my connection to a state where I have 100 drops per day to 2 drops per day, which is not perfect , but much better, we have clearly an issue here with these modems, that all seem to be faulty . "refurbished".

And do you know why my modem now has only 2 drops per day?

Because it was a test modem that technician left me.

If you go to Rogers/Fido store and replace the modem, you gonna get a refurbished faulty piece of equipment.

Did it 3 times.

RogersAndy
Moderator
Moderator
Posts: 568

Re: Internet Keeps Dropping

Hey everyone!

Wanted to follow-up on our previous post "here" which provides steps you can take to ensure you're providing the Community with enough information to help you with your intermittent internet issue. There is no doubt confusion occurs when dealing with intermittent internet issues. One thing to consider with intermittent internet issues, is that it almost always is not a hardware problem.

Let’s start by clarifying that the difference between receiving a refurbished modem and a “new” modem, for the purposes of providing service, is negligible. If you’ve exchanged your modem and the issue you have persists, the issue is not modem related.

Why a modem swap is a troubleshooting step.

Troubleshooting steps legitimately cover most or all common concerns. However, if your issue lies outside of the boundaries of available troubleshooting, then a modem exchange/swap is an acceptable step. That stated we encourage all to post here within the Community as to whether it’s necessary to help you save time and provide the best experience. The support and experience in the Community goes beyond standard troubleshooting and you’re likely to find other users who have experience with the same service symptom and can help.

Should I swap my modem?

Some questions to consider before you decide to swap your modem.

  • Have you already done so?
  • Has evidence been provided to support the necessity of a modem swap?
  • Have you exhausted all other troubleshooting steps?
  • Is your issue WiFi related? What alternative options are available for you?

If you’re not sure what to do, the Community is here to assist!

What options do you have instead?

Given that in most cases the modem does not need to be exchanged unless there is physical damage causing impairment, there are alternatives.

 - Post your concern here so the Community can assist, we Moderators, our fantastic Resident Experts and our phenomenal Community will do what we can. Though your issue may likely require a support agent to schedule a technician or escalate your issue, this is a fantastic place to learn more and share your experiences and recommendations.

- Provide relevant information. This is incredibly important as our tools, though they allow us immense visibility, can't see everything. Refer to this post for issues relating specifically to intermittency. All pieces are important and necessary for troubleshooting your issue.

 - Please be patient. We know this is a big ask. Sometimes intermittency issues can be complicated to isolate, especially if they're infrequent and multiple escalations may be necessary to resolve it. Just know we are doing everything we can always to ensure your issue is being addressed.

 

@RogersAndy 

PizzaBear
I Plan to Stick Around
Posts: 105

Re: Internet Keeps Dropping

interestingly after zap it was fine, but after a day of use, it went back to having issues..

But I suggest you try anyways to see how it goes. Just connect with online tech agent and ask them you had been having packet loss issue for quite sometime. Ask them to 'zap' your cable modem before you consider swapping the modem .
PizzaBear
I Plan to Stick Around
Posts: 105

Re: Internet Keeps Dropping

Hey @RogersAndy

It seems like more and more people are reporting this issue. If you don't mind, could you gather information from some of us and start seeing if it could be Firmware related? I only started having this issue approximately 1 month ago.

To start off, I am on the white Hitron modem coda 4582. On firmware: 7.1.1.33. Hardware revision 1A.

toolcubed
I'm a Reliable Contributor
Posts: 443

Re: Internet Keeps Dropping

I posted this in a separate thread but posting here as well as it might get more visibility (and might be related to this thread).

 

I'm on legacy digital.  I have the CODA-4582 modem in bridge mode on firmware version 7.1.1.33.  It's connected to an Asus router.  IPv6 is disabled.

 

For a while now, my wife and I are both still experiencing issues with Microsoft Teams.  We lose audio every 5 mins or so while on a Teams call, but it automatically comes back after a few seconds and after receiving the dreadful "Something went wrong. Please wait while we try to fix this..." Teams message.  We experience the same issues when using MS Teams on our cell phones while the phones are connected to our WiFi network.  If we shut WiFi off and use LTE (i.e. the cell network), we don't have any audio disconnects or any issues at all with Teams.  This further points to a problem with the network.

 

All other services are fine - TV and home phone work great; internet speeds are great and consistent; etc.  The issue is with Teams and presumably with any other data-based real-time voice/video service.  I tried with the CODA in gateway mode (taking my router out of the equation) but there was no difference - wireless or wired directly to the CODA, we experience the same issues with Teams (also tried with IPv6 enabled and disabled on the CODA).  I then decided to start running some continuous ping tests...using the cmd prompt, I run a continuous ping to 8.8.8.8 and other addresses, and every few hundred successful pings, there's a "Request timed out" entry in the log.  For example - 150-200 successes and then "Request timed out" followed by another 100-150 successes and then another "Request timed out" etc.  Using ping plotter, it's the same thing...a bunch of successful pings and then a solid vertical red bar (indicating a break in the connection) followed by another bunch of successful pings and then another solid red bar, etc.  When this issue happens, I just want to be clear that the modem still appears fully online (i.e. it doesn't disconnect or reboot or anything like that).  It's almost as if there are micro disconnects that would obviously only cause issues with data-based real-time voice services and apps like Teams.  Other internet-based apps like streaming services (e.g. Netflix) are fine because those buffer ahead of time, so even with what I think are micro network disconnections, we would never see those with Netflix or other none-real-time apps.

 

If I had to guess, my thought is that the latest 7.x CODA firmware is buggy.  I had this issue months ago when I was upgraded to the trial 7.x version...and after complaining to Rogers and being downgraded back to the 36Tx version, I didn't have the issue anymore.  I reported this with Rogers tech support today...I gave the agent all the same details I'm sharing here and the agent said he will escalate.  Given the fact that I haven't had much positive experience with Rogers tech support in the past (e.g. I had a couple of prior cases open for months and months with no resolution), I'm not confident that they're going to be able to figure this out.   Having said that, I'm still willing to bet that it's the firmware, so as a quick test, does anyone know (including the Rogers product managers on this forum) if it's possible to be rolled back to firmware 36Tx to see if that fixes my problem?

 

This is a snapshot of ping plotter that I ran last night at around 8pm ET.

 

Ping.jpeg

ll1960
I Plan to Stick Around
Posts: 9

Re: Internet Keeps Dropping

I wanted to report on status of my intermittent drops.  Tech Todd did show up on Wednesday nite at 745 pm.  No complaints about his professionalism and competence. He checked all internal and external cables , replaced all connectors and explained to me step by step how he was troubleshooting and eliminating all potential problems. ,  Checked signals for each cable and showed that the signals were now stable and the noise were gone,  he stayed till 11pm to make sure everything was fine. Looked promising. Next day Thursday, i still got a dozen drops around 2pm.  After that , it was stable again, Opened another ticket another tech coming in at 4pm today.   Today, the drops have been much more frequent. It is as if Todd  never did anything. (which is not true).   I did call back to Rogers telling them that i need my 2 children to have stable connection for their virtual university classrooms so until the issue is resolved, I will have them use their celullar connection for critical sessions and asked that any overage be waived until problem is solved.  They told me i already had  $40+$25 credit on the account and that's all they can do.  Bummer.   After 30+ yrs with rogers... Bottom line, is my issue remains and in reading all these forum topics about this issue, with many customers having this issue for months with no resolution, it seems it is an extremely difficult issue to solve for Rogers.   

ll1960
I Plan to Stick Around
Posts: 9

Re: Internet Keeps Dropping

tech came in, rechecked the cables , rechecked the signal. All good.  He swapped my gateway with a new one. But I am not hopeful because when he was here, neighbour saw us and he inquired and stated he is with Rogers Ignite and continue to experience similar issues for a few months, with no resolution...I decide to speak with a friend  who switched from Rogers to Bell , and surprisingly, said he has similar issues even with Bell.  I am sure the services work great for many of Rogers and Bell customers. We are just part of the unlucky bunch for whom, the services are not working properly....Maybe they are just not equipped to handle this WFH load . I will report next week if the new gateway made a difference.

SimonZeng
I've Been Around
Posts: 1

Re: Internet Keeps Dropping

I am having the same issue. Two senior techs came and one of them found a broken cable underground and set up a wire outdoor to fix my signal problem. After he packed and left, my internet issue came back. I am super frustrated right now, I have contacted multiple online chats and calls right now, none of them provided useful ideas to me.  

toolcubed
I'm a Reliable Contributor
Posts: 443

Re: Internet Keeps Dropping

Are you guys all using the tall white modem (CODA-4582) on firmware version 7.1.1.33?