Internet Keeps Dropping

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panda45
I've Been Here Awhile
Posts: 4

Re: Internet Keeps Dropping

Two words. Eero mesh! No issues since then. White Modem is garbage.
toolcubed
I'm a Reliable Contributor
Posts: 451

Re: Internet Keeps Dropping

I do not need Eero mesh. I do not have problems with WiFi. I use an Asus RT-AC68U router. My issue is with micro disconnections that impact MS Teams (or any time sensitive real-time data-based audio/video) only. I asked about the modem because my suspicion is that my issue is related to firmware 7.1.1.33 on the CODA-4582 modem.
awais22
I Plan to Stick Around
Posts: 16

Re: Internet Keeps Dropping

@toolcubed  I have the same exact issue, with the exact modem and firmware. Intermediate disconnects throughout the day. I am connected through the ethernet. The modem logs show a T3 timeout.

I have a ticket opened with Rogers for awhile now, but no updates of any sort. It is not getting resolved anytime soon it looks like.

toolcubed
I'm a Reliable Contributor
Posts: 451

Re: Internet Keeps Dropping

Thanks. I can’t afford to wait months for these guys to fix this. I’ll give it a week and if I don’t hear back on my case, I’ll file a complaint to see if I can switch to Ignite without paying more (to try the Broadcom-based Technicolor XB6). I already spoke to the management office and it will cost me $48 more per month to switch to an Ignite bundle for equivalent services to what I have now with legacy digital. I will try office of the president. Ugghh...everything was flawless with the 36T.x firmware...this is so incredibly frustrating. Having to join my 8-10 Teams meetings daily via my cell phone is not sustainable.
ll1960
I Plan to Stick Around
Posts: 9

Re: Internet Keeps Dropping

@RogersAndy,  It appears many of the intermittent drops issues could be related to the modem itself.  I found this thread https://communityforums.rogers.com/t5/Ignite-TV/A-number-of-issues-less-than-a-week-into-my-service/...

where  user actually swapped his modem and every issue was fixed.  Would you care to comment on the Datalink modem description issues on page 2?  I am not sure what Arris Xb6 model I had the first time, but my replacement modem is also an Arris XB6 model with these codes: PN  CGM4141ROG, IC: 431C-CGM414X. The thread also states this "The tech said my serial number was within a range of problem modems and replaced it with a higher serial number".  Would you care to find out about these Arris XB6 modems and which ones are actually non-buggy? Thank you

 

 

-G-
Resident Expert
Resident Expert
Posts: 2,053

Re: Internet Keeps Dropping


@ll1960 wrote:

I am not sure what Arris Xb6 model I had the first time, but my replacement modem is also an Arris XB6 model with these codes: PN  CGM4141ROG, IC: 431C-CGM414X. The thread also states this "The tech said my serial number was within a range of problem modems and replaced it with a higher serial number".  Would you care to find out about these Arris XB6 modems and which ones are actually non-buggy? Thank you


The CGM4141ROG (XB6-T) is the Technicolor version of the XB6 gateway.  (The Arris TG3482G (XB6-A) looks the same, and both variants of the XB6 are supposed to be functionally equivalent.  However, they are based on completely different hardware/chipsets and run totally different firmware internally.)

 

Just curious.  Is it the coax WAN connection to the Rogers network that is dropping or is the WiFi portion of your network that is resetting and causing all devices to lose connectivity?  Some users have reported problems where the XB6-T resets when some newer computers connect to WiFi.  (e.g. Realtek network chipsets/drivers have been known to trigger those resets.)

 

For more info, check out:

Ignite WiFi Gateway (XB6) - Losing internet connection mostly when first using the computer

 



SteveAdams
I Plan to Stick Around
Posts: 36

Re: Internet Keeps Dropping

@toolcubed,  The ignite system is no better.  That's what I was using and had all the exact same problems as the people here with the hitrons.  I had the hitron and had no issues,  switched to ignite and nothing but trouble.  I think it's something on Rogers end after making the move to the garbage ignite.  Something on the back and that is affecting all signals not just one modem.  I have been doing research and it's the same issues with comcast in the states which use the same garbage as Rogers.  I am guessing when rogers move to fiber in the next year or so, all new systems will be installed again and will remedy these issues. 

toolcubed
I'm a Reliable Contributor
Posts: 451

Re: Internet Keeps Dropping

Thanks SteveAdams. Yeah, I’ve been researching as well and been hearing the same. I will keep pushing Rogers on my case but like I said, I can’t keeping joining my Teams meetings from my cell phone for very much longer. It’s both embarrassing and very challenging. I came very close to switching to Bell a few months ago but then cancelled that switch and stuck with Rogers when they were able to extend my promotional pricing for another year. I might need to reconsider Bell again if Rogers can’t fix this. It would only be the VDSL flavour of Fibe at a maximum speed of 100Mbps but if it means greater stability and being able to do my work properly, then it out-weighs the disadvantage of being with Bell. I would like to try a firmware rollback on my CODA if Rogers is willing and able to...I will push for that.
SteveAdams
I Plan to Stick Around
Posts: 36

Re: Internet Keeps Dropping

I danced through hoops for 9 months trying to get a resolution to these issues with no success.  I would take the Bell system any day of the week now.  I would have never said that 12 months ago.  I made many people switch to rogers because of my system.  But now, I am on bell, with insane fast reliable internet.  I still have rogers account until I can get my emails all switched over.  I am cancelling my service with them tomorrow.  DONE.  even at 100mbps with bell you will have zero drops and 100 percent smooth internet. 

-G-
Resident Expert
Resident Expert
Posts: 2,053

Re: Internet Keeps Dropping

I don't know what to say about the issues that have been reported here.  As a Resident Expert on this forum, I try to help others as best as I can, pass on whatever knowledge I can, and be honest and forthright.  Rogers does not inform us if they are working any major issues nor do they keep us apprised as to the resolution status of any issues that we do know about, and we do not have access to any of their internal systems either, so we are "in the dark" and can only try to "put the pieces together" based on what gets reported here and corelate that with our own experiences.

 

I am an Ignite TV customer and have a Technicolor XB6 gateway.  My Ignite TV works flawlessly and I am not experiencing any Internet stability issues whatsoever.  I am also not running a standard Rogers-supported configuration ether.  My XB6 is in bridge mode and I am using my own router and business-grade WiFi gear.

 

If your Internet service (the coax WAN connection to your modem) is constantly dropping, then it is (most likely) a localized issue.  I have no idea what it could be.  (Rogers does not tell if they are working any known issues.)

 

For many, "Internet Keeps Dropping" could mean that WiFi is not working or keeps resetting.  Rogers can dispatch a Tech but that person can only really resolve issues with your modem's connection to the Rogers network.  If you are not seeing DOCSIS-related errors in your modem's logs and Rogers Tech Support tells you that they cannot see any problems either, it's probably a firmware or chipset-related problem on the modem.  It could also be a problem with the WiFi setup in your home.  None of these issues can (usually) be fixed by swapping the modem or replacing the cable into your home.

 

There have been some issues reported over the last few months where newer computers (with 802.11ax/Wi-Fi 6 chipsets) cause WiFi to reset on the Technicolor XB6, and this causes ALL devices to lose WiFi connectivity, including Ignite TV set-top boxes.  If this affects you, you can try to temporarily work around this issue by configuring your computer to connect only on the 2.4 GHz band.  (I don't know what the status is regarding a fix.  Rogers does not tell us anything.  I don't have this problem because I am using my own WiFi gear.)

 

I hope that this helps some of you and I wish you all the best of luck with getting your current issues resolved.