Internet Keeps Dropping

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tulowindow
I Plan to Stick Around
Posts: 19

Re: Internet Keeps Dropping

It's unfortunate that you have to cancel @ab45  I would do the same thing if it wasn't just redistributing the same service.

 

I'm not canceling yet because I don't have an alternative, but I can guarantee you that as soon as a viable option becomes available that I'll be canceling this service if Rogers doesn't fix this.

marco5566
I Plan to Stick Around
Posts: 9

Re: Internet Keeps Dropping

Im on my 5th tech visit and going for my 3 hitron modem swap but rogers cant seems to fix a issue which is on there backend. It really sad that every time i call I get a different answer from the tech support, yes sir there signal noise tech visit required, no sir nothing we see wrong, yes sir we see your rogers modem has error, no sir your modem is fine. what a joke so sad i have to pay for service that just not reliable.

ab45
I Plan to Stick Around
Posts: 12

Re: Internet Keeps Dropping

@

 

tulowindow
I Plan to Stick Around
Posts: 19

Re: Internet Keeps Dropping

I might need to look into this. After browsing through the TekSaavy website, I do see that they offer the high speed services now, but at a higher cost. (laugh)

 

I cannot for the life of me fathom how a small company like Beanfield Metroconnect in downtown Toronto can offer symmetrical gigabit internet service and what is virtually a private network in comparison to networks like Bell & Rogers and only charge $50, yet this mega company that never updates their infrastructure like Rogers charges us out the yin yang for garbage service. I'm finding more and more posts like ours as I browse around the internet and move to other areas like DSLReports and Reddit.


This is undoubtedly a Rogers issue. The least that they could do is acknowledge the issue and send their customers an e-mail to let them know it's being addressed and maybe a bill credit since our overpriced services aren't even performing as advertised. So tired of these mega companies getting a free pass.

 

In 2 years with Beanfield I had one issue and it took 5 minutes to address in the most hilarious fashion you could ever imagine. My internet was out, so I hopped on my phone and get on Twitter and tweeted their official account. Within 2 minutes, they sent me a response saying that I was right and that they would fix it right away. They tweeted me back 5 minutes later saying I should be back online, and I was. That was my singular issue in two years.... and fixing it felt like texting a friend and having it addressed immediately, yet here we all are as Rogers customers stuck with a customer service team with no real expertise who read off a script and ask you if your modem is plugged into a power bar every time you call. It's actually unbelievable. Thanks for the TekSaavy tip... it's worth trying.

88dalejrfan
I Plan to Stick Around
Posts: 86

Re: Internet Keeps Dropping

@-G- I tried to run continuous, concurrent, simultaneous pings to my router, Google DNS, and the CMTS router today. Unfortunately, I could only do this over WiFi as my ethernet-connected PC is in the shop. (Possible motherboard failure; it has not been a good year for me tech-wise.) 

 

I let it run for several hours and it caught another brief outage. This is what I found but I'm not sure if it yields any insights, being that it was over Wi-Fi (and thus going through my router before the bridged HiTron). 

I can run this again without the third-party equipment and on ethernet when I get my desktop PC back, but from my months of tracking the outages, I've had these long before I added my Decos.

 

My Router: 

  • 1% loss on the one and only hop (sort of expected given how far the PC was from the router?)
  • Average latency 5ms
  • Worst latency 2049ms 

Google DNS: 

  • 17% loss at my router but a worst latency of only 141ms at the router
  • 1% loss at every step from the CMTS router forward
  • Worst latency approximately 2800ms, beginning at hop 2 (Rogers CMTS?) and continuing to hop 8 

CMTS Router: 

  • 18% loss at my router, 1% loss at the CMTS router 
  • Worst latency of 156ms at my router, 2191ms at the CMTS router (hop 2)

 

PizzaBear
I Plan to Stick Around
Posts: 105

Re: Internet Keeps Dropping

happened to me 10:30pm tonight. This is from cable modem diagnostics ( so beyond my own internal networking layer ).

 

Result

traceroute to 8.8.8.8 (8.8.8.8), 30 hops max, 38 byte packets
1 xxxxx (xxxxx) 2690.000 ms 50.000 ms 30.000 ms
2 66.185.90.85 (66.185.90.85) 20.000 ms 10.000 ms 10.000 ms
3 209.148.232.225 (209.148.232.225) 10.000 ms 10.000 ms 10.000 ms
4 209.148.233.46 (209.148.233.46) 20.000 ms 20.000 ms 50.000 ms
5 * * *
6 * *


traceroute to 8.8.8.8 (8.8.8.8), 30 hops max, 38 byte packets
1 * xxxxx (xxxxx) 1120.000 ms 30.000 ms
2 66.185.90.85 (66.185.90.85) 10.000 ms 10.000 ms 10.000 ms
3 209.148.232.225 (209.148.232.225) 10.000 ms 20.000 ms 20.000 ms
4 209.148.233.46 (209.148.233.46) 10.000 ms 10.000 ms 20.000 ms
5 * *


PING 8.8.8.8 (8.8.8.8): 56 data bytes

--- 8.8.8.8 ping statistics ---
4 packets transmitted, 0 packets received, 100% packet loss
=============Complete==============

tulowindow
I Plan to Stick Around
Posts: 19

Re: Internet Keeps Dropping

Hey @PizzaBear 

 

I noticed in one of your earlier posts that you are in Caledon as well. I hope for your sake that you're in an area where the upcoming Fiber projects will be available at your home address. I'm in Bolton and based on the coverage maps I've seen of the proposed Fiber networks that are going to be laid, I doubt it's going to be available at my home. I wish Bell would upgrade their networks here in Bolton. They wouldn't need to do much to offer a higher speed of fiber if they just offered their fiber to the node options. Obviously it would be hefty cost wise to run fiber to the home, but these to the node networks are available across most of peel running at least 50 mbps.

 

Good luck with your situation. I'm noticing that Caledon has a lot of people affected by this 😞

PizzaBear
I Plan to Stick Around
Posts: 105

Re: Internet Keeps Dropping

Bell Fibe hasn't been in my area for the last 5 years. I did read Fiber networks were being laid down for Bolton area ( mainly for areas that doesn't have broadband speeds ).

 

I don't know if there's any hope of Bell Fibe coming into my area 😞 I wish because that would give me more choice.

vikas-arora
I Plan to Stick Around
Posts: 32

Re: Internet Keeps Dropping

I have been facing random disconnects everyday since last 1 month. Contacted Rogers support on chat on a couple of occasions and they said we have run line tests on your modem and everything looks good.

 

So when it happened today I had an opportunity to run tracert (2 outputs back to back):

 

tracert www.google.com

Tracing route to www.google.com [172.217.164.228]
over a maximum of 30 hops:

1 4 ms 3 ms 5 ms 192.168.1.1
2 * 1769 ms 15 ms xxx.xxx.120.1
3 24 ms 27 ms 17 ms xx.xx.xxx.x
4 18 ms 19 ms 22 ms 69.63.248.85
5 25 ms 26 ms 26 ms 69.63.248.58
6 26 ms 28 ms 15 ms 209.148.235.30
7 18 ms 22 ms 25 ms 72.14.216.54
8 26 ms 23 ms 24 ms 209.85.249.37
9 26 ms 24 ms 25 ms 216.239.41.247
10 21 ms 26 ms 20 ms yyz12s05-in-f4.1e100.net [172.217.164.228]

 

tracert www.google.com

Tracing route to www.google.com [172.217.0.228]
over a maximum of 30 hops:

1 17 ms 6 ms 4 ms 192.168.1.1
2 24 ms 14 ms 17 ms xx.xx.xxx.x
3 17 ms 15 ms 14 ms xx.xx.xxx.x
4 12 ms 22 ms 20 ms 69.63.248.89
5 27 ms 23 ms 29 ms 69.63.248.58
6 25 ms 25 ms 23 ms 209.148.235.30
7 * * * Request timed out.
8 * * * Request timed out.
9 * xxxxx.cpe.net.cable.rogers.com [174.116.xxx.xxx] reports: Destination host unreachable.

 

I don't know if this what goes on everyday, but the drops/disconnects have been very similar since last few days. I have noticed more drops in later part of the day (congestion??). @CommunityHelps can someone take a look at this please?

 

doctor80
I Plan to Stick Around
Posts: 78

Re: Internet Keeps Dropping

As I was already advised by a moderator of this forum:

My node is congested, and will need to be segmented (split).

This will take long time, or maybe Rogers just doesn't want to spend extra money on a high demand growing on the infrastructure since many people are working from home. I believe, that is this is indeed the root cause, most likely all these kind of momentary disconnects are related.

I'm very frustrated, because Bell fiber is not yet available on my street, and even if I switch to another cable provider this problem will go with me. Unless there is something else, like a chronic problem with the CODA modem.
I tend to believe to moderators, so my daily performance issues will continue to happen.