Internet Keeps Dropping

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vikas-arora
I Plan to Stick Around
Posts: 32

Re: Internet Keeps Dropping

Just when I thought things are back to stable, I got reminded that the problem has not gone yet! My connection got unstable for 3 mins or so at around 2:16 PM EST today. Here are traceroute logs at the time when the connection went down:

 

Connectivity lost, initiating traceroute at Wed Dec 16 14:16:54 EST 2020
traceroute to www.google.com (172.217.1.4), 30 hops max, 60 byte packets
 1  puma7-atom.ht.home (192.168.0.1)  1.619 ms  1.813 ms  1.955 ms
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28  * * yyz10s14-in-f4.1e100.net (172.217.1.4)  365.057 ms
 
 
Connectivity lost, initiating traceroute at Wed Dec 16 14:17:32 EST 2020
traceroute to www.google.com (172.217.0.228), 30 hops max, 60 byte packets
 1  puma7-atom.ht.home (192.168.0.1)  1.599 ms  1.765 ms  1.915 ms
 2  * * *
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28  * * yyz10s03-in-f4.1e100.net (172.217.0.228)  3808.527 ms
88dalejrfan
I Plan to Stick Around
Posts: 85

Re: Internet Keeps Dropping

Look at those latency spikes! 


|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| (Modem) xxx.xxx.xxx.xxx - 1 | 7344 | 7341 | 0 | 2 | 2778 | 0 |
| 99.xxx.xxx.xxx - 1 | 7330 | 7328 | 6 | 15 | 3958 | 21 |
| 24.xxx.xxx.xxx - 1 | 7330 | 7327 | 7 | 15 | 468 | 17 |
| xxx.xxx.rogers.com - 1 | 7331 | 7329 | 5 | 15 | 3154 | 20 |
| 209.xxx.xxx.xxx - 1 | 7337 | 7336 | 3 | 16 | 3362 | 19 |
| 72.xxx.xxx.xxx - 1 | 7325 | 7322 | 8 | 16 | 3918 | 11 |
| 209.xxx.xxx.xxx - 1 | 7323 | 7320 | 9 | 17 | 3773 | 12 |
| 216.xxx.xxx.xxx - 1 | 7334 | 7333 | 8 | 16 | 4405 | 11 |
| dns.google - 1 | 7360 | 7357 | 4 | 13 | 2913 | 9 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

Jok9
I Plan to Stick Around
Posts: 15

Re: Internet Keeps Dropping

I've been having the issue for 2 months straight now since October 9th and they've sent around 5 techs now and haven't accomplished anything yet. 

88dalejrfan
I Plan to Stick Around
Posts: 85

Re: Internet Keeps Dropping

@Jok9 10 months and 10 techs for me!
Jok9
I Plan to Stick Around
Posts: 15

Re: Internet Keeps Dropping

Jesus christ man. My break is coming to its end and I start school again in a month. If I lose connection during an exam I'm gonna lose it. 

88dalejrfan
I Plan to Stick Around
Posts: 85

Re: Internet Keeps Dropping

@Jok9 Yep. I worry for my students with this issue. I teach university online and I have had to just tether through my phone so I don't drop out mid class anymore. It happened two classes in a row and that was the final strike. Good luck with your exams!
dooncomputer1
I Plan to Stick Around
Posts: 9

Re: Internet Keeps Dropping

Sorry. but don't keep your hope high.

dooncomputer1
I Plan to Stick Around
Posts: 9

Re: Internet Keeps Dropping

It has been almost six months had various issue. Tech support put a temporary line and after 4 weeks me calling back and insisted to double check/verify the line is an issue and checked and confirmed no issue with an existing line and had to insist to remove temporary cable wire over trees/poles. Lately, having issue with modem rebooting/re-starting intermittent issue. Hardware/modem replaced still having issue. more than 6 calls/5+ hours with customer/technical support and now waiting for technician to arrive and check . which is another story. Unbelievable & Very Unhappy.

PizzaBear
I Plan to Stick Around
Posts: 105

Re: Internet Keeps Dropping

So I have done everything I can.. once again I left my cable mode in gateway mode for few days, and I still get these drops.

 

My wife is getting really frustrated now that our Internet is so unstable. I had tech come out twice , and didn't really find anything wrong. The second visit the tech says the neighborhood is showing red for signal noise, so they have passed it over to maintenance crew to take a look. So far it has not solved these intermittent packet losses or aka loss of uplink sending of packets.

 

This is very surely that it is happening to a lot more people than just the handful. Many Rogers customers are starting to visit these community forums and finding that they are experiencing the exact same issue.

 

When is Rogers going to start a master ticket to start really looking at the root cause of this issue? Node congestion I really don't believe this is accurate. If it was accurate, I would not be experiencing these intermittent packet losses at 5:30 am or 7:00am in the morning. It is not node congestion. Someone needs to look to really see if it is related to the implementing OFDM/OFDMA to Operate state.

vikas-arora
I Plan to Stick Around
Posts: 32

Re: Internet Keeps Dropping

Definitely looks like Rogers hasn't been able to get a handle on this issue and it appears quite widespread. I just feel so frustrated when I hear tech say the the issue must be in my house because all Rogers' tests have returned normal results. Then I have to remind them that the issue is "intermittent", so the tests that Rogers may have run while my connection was stable, may be useless. What is worse is that reaching techs on chat is no longer quick enough, I have had to wait for up to 45 mins to get in touch with someone just to get transferred to someone else after another 15 mins wait.

 

Last evening I received a replacement for my existing CODA modem from Rogers that was damaged. I think someone didn't bother to check it before shipping and they ended up shipping me a damaged modem. It's cable port is missing and most likely it fell inside the modem box (I can hear it rattle when I shake the modem). It couldn't have been damaged in transit because the plastic lamination that the modem was enclosed in is intact. I am not very hopeful that modem replacement will fix anything. I think all these modems are refurbished and there is no guarantee that they will work better. I told tech on chat to put a note in my file to sort this mess by the 25th or else I am going to switch to Bell Fibe. I realize I'll end up paying a bit extra over what I am paying currently, but I won't have to deal with this on a daily basis.

 

@CommunityHelps