Internet Keeps Dropping

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ll1960
I Plan to Stick Around
Posts: 9

Re: Internet Keeps Dropping

My drops were happening with both wired (coax wan connection) and wireless.  All devices will drop connection for a few secs and come back again. I noticed this is more frequent if any of us are in video calls (zoom, MS  teams...) . So it looks like I now have the Technicolor 'working' modem CGM4141ROG (XB6-T) .  Modem came online on friday around 5pm.  Around 9 pm, son comes out of his room and cusses Rogers, coz he lost connection during his online gaming session. I rebooted the modem again, flushed dns on all laptops and rebooted/power cycled  all devices connected to the network. So far, no drops. but difficult to say in the weekend if  issue is resolved. Will have to see on monday when network is busy.  I will report then.

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

Re: Internet Keeps Dropping

@ll1960  If the modem's RF WAN link is dropping, you should see critical errors modem's (Troubleshooting > Logs) Events log.

 

Do you have any computers on your network connected to WiFi with Realtek drivers/chipsets?  They could trigger a reset on the modem that may also result in a loss of connectivity for all computers... and ALL WiFi devices would disconnect from the network simultaneously when that reset occurs.  The next time that you see a drop, check for a reboot/reset by going to "Gateway > Connection > Rogers Network" and looking at the "System Uptime" stat.



ll1960
I Plan to Stick Around
Posts: 9

Re: Internet Keeps Dropping

@Re-G- No critical events in the logs in this 2nd modem.  Only notices.   I can't recall seeing anything of concern in the events logs for the 1st modem.  But this is not certain.  All desktop/laptop devices on the network have Intel network adapters.  One laptop has Realtek sound/audio devices. I wouldn't think that this is an issue. 

I did check System uptime: for the new modem, looks ok since last start .

I recall checking this also with the 1st modem.  Seemed ok too at that time.

Just a reminder: I was on Rogers Digital services up until a month ago when I switched to Ignite. First 3 weeks, service was perfect. It started acting up last monday. 

Thank you

mend1
I've Been Around
Posts: 1

Re: Internet Keeps Dropping

A few months ago my Internet connection began dropping intermittently. The frequency of these interruptions has been gradually increasing over time, with it now happening a couple of times a day. It sometimes comes back on its own. Rebooting the Arris XB6 modem seems to help stabilize the connection for a while.

 

The Arris XB6 is in bridge mode. I experience this issue even with devices plugged directly into one of the ethernet ports on the modem, so I don’t think it is a wifi issue.

 

I was hoping someone could help me interpret the downstream/upstream channel information (see below). In particular, the upstream table is completely empty — wondering if this is indicative of a problem. Any advice or guidance on how I should proceed would be greatly appreciated!

 

Downstream

Channel Bonding Value

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Index

7

8

9

2

3

4

5

6

1

10

11

12

13

14

15

16

17

18

19

20

21

22

23

24

25

26

27

28

29

30

31

32

33

 

Lock Status

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Frequency

591000000

597000000

603000000

849000000

855000000

861000000

579000000

585000000

303000000

609000000

615000000

621000000

633000000

639000000

645000000

651000000

657000000

663000000

669000000

675000000

681000000

687000000

693000000

699000000

705000000

711000000

717000000

723000000

825000000

831000000

837000000

843000000

350000000

290600000

SNR

37.355988

37.636276

37.636276

37.636276

37.355988

37.355988

37.355988

37.636276

37.355988

37.636276

37.636276

37.636276

37.355988

37.355988

37.636276

37.636276

37.636276

37.636276

37.355988

37.355988

37.355988

37.636276

38.257755

37.636276

38.605377

37.636276

37.355988

37.636276

37.636276

37.636276

37.636276

37.355988

37.355988

NA

Power Level

2.400002

4.099998

5.800003

4.900002

5.199997

4.900002

1.599998

1.900002

-1.700001

5.699997

4.800003

3.299999

1.299999

1.000000

1.299999

1.799999

2.599998

3.000000

3.299999

3.799999

4.599998

4.800003

5.199997

5.199997

5.000000

4.599998

3.900002

3.900002

4.199997

3.700001

3.500000

4.099998

4.099998

NA

Modulation

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

UNSUPPORTED

OFD

 

Upstream

Channel Bonding Value

 

 

 

 

 

Index

1

2

3

4

5

 

Lock Status

 

 

 

 

 

 

Frequency

 

 

 

 

 

 

Symbol Rate

 

 

 

 

 

 

Power Level

 

 

 

 

 

 

Modulation

 

 

 

 

 

 

Channel Type

 

 

 

 

 

 

ll1960
I Plan to Stick Around
Posts: 9

Re: Internet Keeps Dropping

Here is an update: The Friday replacement Technicolor modem seems to be working fine.  Since that one drop on friday nite, system has been online with zero drops, including today, with me using MS  Teams on and off and my 2 university children attending their Zoom virtual classes the whole day.  

Also tech Todd's boss called me back today to inquire and I gave him the good news.  He seemed to be fully aware of these 2 types of XB6 modem and he mentioned that Rogers are not supposed to give out the buggy one, For those who face similar issues as me, might be worth asking Rogers for a replacement modem. Just make sure they send you the right one XB6-T.  Touch wood , i hope my issues are permanently resolved and the service is as it should be.  

If not, i will be back to rant.  Thank you everyone for reading.

SteveAdams
I Plan to Stick Around
Posts: 36

Re: Internet Keeps Dropping

ll1960, talk soon for sure.  If not, I guess there is a pile of those modems around my area because the bucket truck is on my street every day trying to fix "issues".  

toolcubed
I'm a Reliable Contributor
Posts: 451

Re: Internet Keeps Dropping

Hi everyone. Quick update from my side. I had a bunch of MS Teams meetings yesterday and several again this morning. So far, so good with no audio drops whatsoever. Nothing has changed on my end and I haven’t received any updates from Rogers on my open ticket. Not sure if anything has been done by Rogers and I just haven’t received any updates, or if this continues to be intermittent and what I’ve experienced yesterday and this morning will be short-lived. We’ll see...
doctor80
I Plan to Stick Around
Posts: 78

Re: Internet Keeps Dropping

I'm so frustrated, here we go again:
Reply from 8.8.8.8: bytes=32 time=16ms TTL=116
Reply from 8.8.8.8: bytes=32 time=34ms TTL=116
Reply from 8.8.8.8: bytes=32 time=16ms TTL=116
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Reply from 8.8.8.8: bytes=32 time=3621ms TTL=116
Reply from 8.8.8.8: bytes=32 time=81ms TTL=116

 

I'm about to give up. My issue is not fixed. 

4 modems replaced

No signal issue detected outside

No issue in my internal wiring, equipment ETC

 

Nikopol
I've Been Here Awhile
Posts: 2

Re: Internet Keeps Dropping

hello, 

i am having also constant issue with internet keeps dropping

Tracing route to www.google.ca [172.217.165.3]
over a maximum of 30 hops:

1 3 ms 1 ms 2 ms CODA4582 [192.168.0.1]
2 24 ms 23 ms 23 ms 99.229.208.1
3 16 ms 16 ms 14 ms gw10.wlfdle.rnc.net.cable.rogers.com [66.185.91.97]
4 7 ms 15 ms 13 ms 3006-cgw01.wlfdle.rmgt.net.rogers.com [209.148.232.65]
5 30 ms 23 ms 16 ms 209.148.233.38
6 * * * Request timed out.
7 20 ms 19 ms * 74.125.244.161
8 23 ms 23 ms 8 ms 216.239.41.175
9 20 ms 18 ms 179 ms yyz12s06-in-f3.1e100.net [172.217.165.3]

 

i have a CODA-4582

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000QAM25610.099738.605
2597000000QAM25611.099838.605
3603000000QAM25611.199938.605
4579000000QAM2569.400537.636
5585000000QAM2569.900637.636
6279000000QAM2568.599137.355
7609000000QAM25611.5001038.983
8615000000QAM25611.6991138.605
9621000000QAM25611.8001238.983
10633000000QAM25610.8001338.605
11639000000QAM25610.9001438.605
12645000000QAM25610.9001538.605
13651000000QAM25611.0991638.983
14657000000QAM25611.0001738.605
15663000000QAM25611.0991838.605
16669000000QAM25611.5991938.605
17675000000QAM25611.8002038.983
18681000000QAM25611.6992138.605
19687000000QAM25612.5992238.983
20693000000QAM25612.5002338.983
21699000000QAM25612.1992438.983
22705000000QAM25612.0992538.605
23711000000QAM25611.3002638.605
24717000000QAM25611.1992738.605
25723000000QAM25610.8002838.605
26825000000QAM2568.5002937.636
27831000000QAM2568.6993037.636
28837000000QAM2568.6993137.636
29843000000QAM2568.1993237.355
30849000000QAM2568.199237.636
31855000000QAM2568.699337.636
32861000000QAM2568.400437.355
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES11.699997
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
13230000064QAM31.27036400000
23870000064QAM37.02046400000
32110000064QAM34.76013200000
42590000064QAM36.77026400000
50QAM_NONE----1600000
60QAM_NONE----1600000
70QAM_NONE----1600000
80QAM_NONE----1600000
OFDM/OFDMA Overview
Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size
0OPERATE0.223110.12069.600040.031532.25002K
1DISABLED0.00000.00000.00000.00000.00002K
RogersAndy
Retired Moderator
Retired Moderator
Posts: 568

Re: Internet Keeps Dropping

Hey @mend1 and @Nikopol!

 

Welcome to the community!

 

Sorry to hear you've been experiencing such intermittency! I know how difficult an issue that is to deal with. Thank you for posting your signal levels, in reviewing them it appears they are well within the acceptable margins so the issue doesn't appear to be downstream signal related. I would recommend reviewing my earlier post "here" for next steps in what can be provided to the community for further assistance.

 


Hey @doctor80!


This definitely looks concerning at first glance, though there's a lot we still don't know about the issue you're facing. What I can confirm for you though is that it isn't a modem issue. For full context check out my earlier post "here" addressing modem swaps. Regarding the packet loss you're seeing, is this with a wired connection to the modem? Given the modem has been exchanged I suspect you've spoken to support. I'm curious if they were able to see the packet loss from their end? 

 

 

Thanks everyone for sharing your issues and concerns.

 

@RogersAndy