Internet Keeps Dropping

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

Re: Internet Keeps Dropping

@rayray519  Welcome to the Community!  The power levels on your downstream channels are on the low side, especially in the higher frequencies, and the power levels on your upstream channels are low as well, which is a bit strange.

 

Please also log into the XB6 gateway, go to Gateway > Connection > Rogers Network and check the CM Error Codewords stats.  They should be 0 (or close to zero) across all channels.  Most importantly, your downstream DOCSIS 3.1 OFDM channel (Index 33) should have few (if any) uncorrectable errors.

 

If you go to Troubleshooting > Logs and view the Events Log (for Time Frame: Yesterday), are you seeing any Critical errors getting logged?

 

Also, which powered splitter do you have?  If it lists 0dB gain on both the FWD and RTN paths, it will only boost the signal enough so that it outputs the same power level on all splitter ports.  If you are only using one output, you won't boost the signal and but will likely get more noise.  Furthermore, if it is an older splitter, it may not operate consistently across all frequencies.

 

I would remove the splitter and see if that makes any difference in your signal levels, and I would then send a Private Message to @CommunityHelps  and ask them to check the signal levels to your modem and check the error stats on your local node.  If things are not to spec, they can dispatch a tech to correct the issue.



rayray519
I Plan to Stick Around
Posts: 13

Re: Internet Keeps Dropping

Thanks, here is the Rogers Network info (modem removed from Amplifier) 

CM Error Codewords
Index

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

16

17

18

19

20

21

22

23

24

25

26

27

28

29

30

31

32

33

Unerrored Codewords

13993567

20992174

20998557

21005054

21010217

21016734

21023626

20999328

21036204

21042632

21049225

21054986

21061175

21068229

21073627

21080370

21086293

21092671

21098557

21104404

21111752

21117753

21124116

21130368

21135895

21136659

21148184

21154702

21160606

21165240

21169106

21172596

13993567

Correctable Codewords

12408858

0

1

2

2

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

3712

0

1

0

0

0

0

12408858

Uncorrectable Codewords

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

2394

0

0

0

0

0

0

0

 

Logs from yesterday

All logs from Yesterday  
[Harvester][3607]: Harvester StartRadioTrafficHarvesting Starting Thread to start RadioTraffic Data Harvesting11/24/2020 14:11Notice
[Harvester][3607]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting11/24/2020 14:11Notice
[Harvester][3599]: Harvester StartRadioTrafficHarvesting Starting Thread to start RadioTraffic Data Harvesting11/24/2020 0:06Notice
[Harvester][3599]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting11/24/2020 0:06Notice
[Harvester][3598]: Harvester StartRadioTrafficHarvesting Starting Thread to start RadioTraffic Data Harvesting11/23/2020 23:26Notice
[Harvester][3598]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting11/23/2020 23:26Notice

 

I have the modem connected direct from Outlet to Modem right now and monitoring.  It seemed like while on the amp, it wasn't happy at all (but it randomly disconnected as well like this last night, which is why i put it back on the amp).  

 

There is a service tech coming tomorrow between 2-4 (and maybe between 6-8 tonight if they can).  

 

Just not happy right now, kids have virtual learning, I work from home... Not good.   😞 

 

 

doctor80
I Plan to Stick Around
Posts: 78

Re: Internet Keeps Dropping

Here we go again. White CODA modem (after third(!) technician at my house):

Reply from 8.8.8.8: bytes=32 time=18ms TTL=116
Reply from 8.8.8.8: bytes=32 time=17ms TTL=116
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Reply from 8.8.8.8: bytes=32 time=16ms TTL=116
Reply from 8.8.8.8: bytes=32 time=28ms TTL=116
Reply from 8.8.8.8: bytes=32 time=11ms TTL=116
Reply from 8.8.8.8: bytes=32 time=15ms TTL=116
Reply from 8.8.8.8: bytes=32 time=18ms TTL=116
Reply from 8.8.8.8: bytes=32 time=14ms TTL=116
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
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=2338ms TTL=116
Reply from 8.8.8.8: bytes=32 time=27ms TTL=116
Reply from 8.8.8.8: bytes=32 time=11ms TTL=116
Reply from 8.8.8.8: bytes=32 time=20ms TTL=116
Reply from 8.8.8.8: bytes=32 time=23ms TTL=116
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.

PizzaBear
I Plan to Stick Around
Posts: 105

Re: Internet Keeps Dropping

This is exactly what I am experiencing!!!! I cannot figure out what is causing it. I bought a new router, replaced it, and its not that either.

I actually used Rogers modem as gateway and this happened to me. It is strange because I had been having this for about a month now. For some magically reason, last week I didn't notice this happening. But this week, it came back. I had this happen to me TWICE already today
PizzaBear
I Plan to Stick Around
Posts: 105

Re: Internet Keeps Dropping

also wanted to add. I did a cable modem swap just earlier this week. Using firmware 7.1.1.3.2. Makes no difference, so this will end up proving it is not a bad coda modem, or firmware related.

From what it seems, it looks like either someone is DOSing Rogers network, or using Rogers network to DOS.

I do not have any other guess as to why this is happening, but it is SUPER annoying.
PizzaBear
I Plan to Stick Around
Posts: 105

Re: Internet Keeps Dropping

Pinging 8.8.8.8 with 32 bytes of data:
Request timed out.
Reply from 8.8.8.8: bytes=32 time=14ms TTL=116
Reply from 8.8.8.8: bytes=32 time=17ms TTL=116
Reply from 8.8.8.8: bytes=32 time=15ms TTL=116
Reply from 8.8.8.8: bytes=32 time=13ms TTL=116
Reply from 8.8.8.8: bytes=32 time=15ms TTL=116
Reply from 8.8.8.8: bytes=32 time=11ms TTL=116
Reply from 8.8.8.8: bytes=32 time=16ms TTL=116
Reply from 8.8.8.8: bytes=32 time=15ms TTL=116
Reply from 8.8.8.8: bytes=32 time=16ms TTL=116
Reply from 8.8.8.8: bytes=32 time=14ms 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=1769ms TTL=116
Reply from 8.8.8.8: bytes=32 time=138ms TTL=116
Reply from 8.8.8.8: bytes=32 time=17ms TTL=116
Reply from 8.8.8.8: bytes=32 time=7ms TTL=116
Reply from 8.8.8.8: bytes=32 time=19ms TTL=116
Reply from 8.8.8.8: bytes=32 time=17ms TTL=116
Reply from 8.8.8.8: bytes=32 time=16ms TTL=116
Reply from 8.8.8.8: bytes=32 time=15ms TTL=116
Reply from 8.8.8.8: bytes=32 time=20ms TTL=116
Reply from 8.8.8.8: bytes=32 time=13ms TTL=116
Reply from 8.8.8.8: bytes=32 time=15ms TTL=116
Reply from 8.8.8.8: bytes=32 time=20ms TTL=116
Reply from 8.8.8.8: bytes=32 time=15ms TTL=116
Reply from 8.8.8.8: bytes=32 time=16ms TTL=116
Reply from 8.8.8.8: bytes=32 time=19ms TTL=116
Reply from 8.8.8.8: bytes=32 time=12ms TTL=116
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Reply from 8.8.8.8: bytes=32 time=1672ms TTL=116
Reply from 8.8.8.8: bytes=32 time=35ms TTL=116
Reply from 8.8.8.8: bytes=32 time=17ms TTL=116
Reply from 8.8.8.8: bytes=32 time=12ms TTL=116
Reply from 8.8.8.8: bytes=32 time=14ms TTL=116
Reply from 8.8.8.8: bytes=32 time=8ms TTL=116
Reply from 8.8.8.8: bytes=32 time=16ms TTL=116
Reply from 8.8.8.8: bytes=32 time=19ms TTL=116
Reply from 8.8.8.8: bytes=32 time=14ms TTL=116
Reply from 8.8.8.8: bytes=32 time=13ms TTL=116
Reply from 8.8.8.8: bytes=32 time=17ms TTL=116
Reply from 8.8.8.8: bytes=32 time=16ms TTL=116
marco5566
I Plan to Stick Around
Posts: 9

Re: Internet Keeps Dropping

I'm at Major Mackenzie & Weston rd my internet also drops and reconnects like every 10 seconds for months now. Can’t really do anything besides wait a minute for a webpage to load then drops again. What frustrates me is Rogers will open a ticket then close it the next day saying it’s fixed. I've done modem swaps tech visit and nothing is ever found or wrong lol. Rogers needs to step up and fix this as they have double my service fee and left me with a unreliable internet service.

doctor80
I Plan to Stick Around
Posts: 78

Re: Internet Keeps Dropping

@PizzaBear - yes this is also same issue like I have!
What time did it happen to you?
I'm located in Aurora. Where are you?
Nikopol
I've Been Here Awhile
Posts: 2

Re: Internet Keeps Dropping

Connection keep going up and down.
Pretty much impossible to work more than 10 minutes without interruption
PizzaBear
I Plan to Stick Around
Posts: 105

Re: Internet Keeps Dropping

I am in caledon.

 

-did modem swap, made no difference. 7.1.1.3.3 firmware vs 7.1.1.3.2, makes no difference.

-tech came out to check my lines, looks great, no issues

-bought a new router, still exhibiting this same issue

-tried using cable modem as gateway, still get this issue

 

my computer has no malware either. I don't know what else it can be. I am not using wifi either, when it connections drop, it affects both wired/wifi devices.