Internet Keeps Dropping

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carolynfs
I Plan to Stick Around
Posts: 18

Re: Internet Keeps Dropping

I have a black Roger's EasyConnect05600 modem.  If I connect my laptop to it via ethernet cable, my Internet appears to be stable.

mkelland
I've Been Here Awhile
Posts: 2

Re: Internet Keeps Dropping

@Datalink - yes, we have the Hitron. It's a bit moot since we've gone ahead and cancelled Rogers for now. For me, it's a bit of a matter of principle - this appears to be a known issue, but after all the multiple calls to Rogers that I and others on this thread are making, Rogers appears to be willfully ignorant of it. Every call is a new ticket, and every ticket is "resolved" without so much as a call to ask if the problem is actually fixed. I frankly don't have the time for it. 

 

In case it helps others: 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000QAM2560.900738.983
2597000000QAM2561.500838.983
3603000000QAM2560.900938.983
4849000000QAM2561.400240.366
5855000000QAM2562.500340.366
6861000000QAM2562.000440.366
7579000000QAM2560.799538.983
8585000000QAM2560.799638.983
9279000000QAM256-2.299137.636
10609000000QAM2561.5991038.983
11615000000QAM2561.5991138.983
12621000000QAM2561.0991238.983
13633000000QAM256-0.2991338.983
14639000000QAM2560.0991438.983
15645000000QAM2560.7001538.605
16651000000QAM2561.2991638.983
17657000000QAM2561.0001738.983
18663000000QAM2561.4001838.983
19669000000QAM2561.2991938.983
20675000000QAM2561.7992038.605
21681000000QAM2561.9002138.605
22687000000QAM2562.0992238.983
23693000000QAM2561.9002340.366
24699000000QAM2561.7002438.983
25705000000QAM2561.0002538.983
26711000000QAM2560.5002638.983
27717000000QAM2560.2002738.983
28723000000QAM2560.5992838.605
29825000000QAM2563.7992940.366
30831000000QAM2563.5003040.366
31837000000QAM2562.4003140.946
32843000000QAM2561.9003238.605
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES-2.099998
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
12590000064QAM43.02026400000
23870000064QAM43.02046400000
33230000064QAM43.02036400000
42110000064QAM42.76013200000
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
0OPERATE0.218410.30479.600050.031542.25002K
1DISABLED0.00000.00000.00000.00000.00002K
GablesHoney
I've Been Here Awhile
Posts: 4

Re: Internet Keeps Dropping

My entire family is working and learning from home these days. Foe the past week the internet will stall/flap several times a day - long enough to drop video calls and totally disrupt meetings. This is like a 30 second outage happening 10 times a day.

Is anyone else experience this around Riverside South or Barrhaven in Ottawa?

 

Corinne0
I've Been Around
Posts: 1

Re: Internet Keeps Dropping

I’m experiencing the EXACT same issue over the same time span you’ve described.
alfajina
I Plan to Stick Around
Posts: 15

Re: Internet Keeps Dropping

Hi, I'm not the person you're replying to, but I do have the Hitron CODA-4582, with light blue arrows for upstream and downstream.

 

Here's a screenshot of my last 12 hours where I have pingplotter target 8.8.8.8.

It looks like it's roughly every 3 hours, where the disconnects end at 1:18pm, 4:27pm, and 7:34 pm.

Is there another modem Rogers could give me? I think Ignite XB6 will increase the price on my monthly bill, unless I'm mistaken. Thanks

 

PingPlotter_2021-01-16_22-11-02.png

Link to image in case the embed image doesn't work. https://i.imgur.com/bpBSiIs.png 

Also, here's another image of all the hops, seems my first hop gets consistent 20% packet loss.
***Link removed for privacy***

davidair
I Plan to Stick Around
Posts: 14

Re: Internet Keeps Dropping

You can try filing a complaint on the Rogers site and ask them, as a resolution, to provide you the different modem at no extra cost. It's that, or switching providers, and the latter is obviously more hassle. Simply search for "Rogers share a concern" online.

Moizabbasi
I've Been Around
Posts: 1

Re: Internet Keeps Dropping

Having the exact same issue. I’m usually gaming online, so it just kicks me out mid game which is really frustrating. Rogers said that they see no issues from their end. Seriously considering switching ISP.
PizzaBear
I Plan to Stick Around
Posts: 105

Re: Internet Keeps Dropping

@Moizabbasi
@alfajina
@Corinne0
@GablesHoney

 

First of all, welcome to the forums. I am glad that we are having more Rogers customers affected starting to post their issue on the forums.

 

The symptoms that a number of Rogers customers are experiencing is the following:

You will experience randomly throughout the day, a period which lasts usually between 5-10 minutes of Intermittent Packet loss or 'high latency' periods. Roughly you will have anywhere between 5-15 packets which are showing as request timed out. If you are on a virtual meeting conference, you may see hear the meeting going on, but you won't be able to speak. Sometimes you may even get dropped. For gaming, you will get dropped. For browsing internet/streaming you will see periods where things are not loading. These random intermittent disconnects/drops will happen between 1-3 times a day on average.

 

The problem happens even if you use the cable modem in gateway function. For those that have home routers, you may have been calling technical support several times, and waste a lot of time explaining that it is not your home equipment causing the issue. Rogers may 'monitor' your line, but never find anything wrong. Their signal checks usually doesn't see anything wrong. Many of us had field technicians come to our house several times, and done several modem swaps and it does not resolve the issue.

 

The potential cause of this issue is related to enablement of OFDMA for upstream. You can see this by logging into your cable modem, under cable modem signal page, near the bottom you will see channel 0 in Operate mode. ( Previously it was disabled ).

 

I've had this enabled in my neighborhood roughly 4 months ago, ever since then I have had countless interactions with Rogers and still cannot get this resolved.

 

Several Rogers customers has left because they were also experiencing same problem without a fix. Some has gotten some success switching to the X6 Technicolor modem, but that is part of the Rogers Ignite wifi plan, and several of us refuse to pay higher cost for something that is clearly a Rogers infrastructure issue that should be addressed.

 

I hope that we will continue to see more impacted customers post about this. For the current time being, I have zero hope that this will get addressed as it has been going on for several months now and the only solution for most, is leaving Rogers.

GablesHoney
I've Been Here Awhile
Posts: 4

Re: Internet Keeps Dropping

Thanks PizzaBear.

 

Do you think a competing coaxial ISP with their own modems might fix the issue of regular drops?  Even if they deliver service over the same physical cables?

 

PS - we have Ignite Wifi but run in bridge mode.  The problems started in Nov without any explanation after great service all summer and fall.  No changes on our side.  Rogers support put us on a 7 data "observation" period and reported that there were no problems.  Not true.

carolynfs
I Plan to Stick Around
Posts: 18

Re: Internet Keeps Dropping

I had exactly the same experience.  We switched to Ignite in July, and all worked well until late fall.  Different technicians recommended different fixes after assuring me that modem was working fine - and it was with the computer connected via ethernet cable.  However, adding pods (wi-fi enhancers) either using wifi only or wi-fi with a pod-connected ethernet cable or eliminating the pods again completely failed to solve the problem.  The technician who was asked to move the modem closer to my computer advised that this would not stop the intermittent internet dropping.  Instead, he recommended connecting my computer via ethernet cable directly to the modem.  So far, this has worked.  However, to avoid a tripping hazard, I will likely have to move my office into the room with the modem, and I will risk losing the intenet whenever I go to another room with my laptop.  This is not ideal.