Internet Keeps Dropping

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GuyWiththeHat
I Plan to Stick Around
Posts: 15

Re: Internet Keeps Dropping

I feel for the technicians.  They are trying to troubleshoot an issue where they don't have the equipment (or potentially the training) to see the problem.

 

I'm frustrated as I've been experiencing this problem since DOCSIS 3.1 was enabled on my uploads.  However, I can't believe that all technicians don't care about providing good service.

 

Frustrated customer

88dalejrfan
I Plan to Stick Around
Posts: 85

Re: Internet Keeps Dropping

I've been caught in this loop:

  • The senior technicians exhaust the possibilities on their end with the tests/equipment they have.
  • A ticket gets created for the neighbourhood maintenance team. 
  • The neighbourhood maintenance team runs some tests but either everything seems okay or the issue seems "in the home".
  • This information results in the neighbourhood ticket being closed, rather than elevated.
  • The customer reports the issue persists.
  • Rogers sends a technician to the house again. 
  • The process repeats.
zunee
I'm Here A Lot
Posts: 5

Re: Internet Keeps Dropping

Same here... we've had techs 4 times, and keep getting the same old Rogers story "It's not us".  So far, we've had a new outside cable from the box to the house, new cable from the outside directly to the modem, new modem and I removed my own router from the equation.  

Well it most definitely is a Rogers problem, so what now?   The IP address below is the first hop in Rogers network.......... @RogersAndy any suggestions on how this gets escalated?

Tue Jan 26 10:18:41 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37491 ttl=63 time=13.9 ms
Tue Jan 26 10:18:42 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37492 ttl=63 time=9.93 ms
Tue Jan 26 10:18:43 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37493 ttl=63 time=18.9 ms
Tue Jan 26 10:18:44 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37494 ttl=63 time=17.8 ms
Tue Jan 26 10:18:45 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37495 ttl=63 time=11.7 ms
Tue Jan 26 10:18:46 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37496 ttl=63 time=3.86 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37503 ttl=63 time=29316 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37504 ttl=63 time=28351 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37505 ttl=63 time=27360 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37506 ttl=63 time=26340 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37507 ttl=63 time=25322 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37508 ttl=63 time=24306 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37509 ttl=63 time=23289 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37510 ttl=63 time=22271 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37511 ttl=63 time=21249 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37512 ttl=63 time=20233 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37513 ttl=63 time=19215 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37514 ttl=63 time=18195 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37515 ttl=63 time=17178 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37516 ttl=63 time=16159 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37517 ttl=63 time=15139 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37518 ttl=63 time=14122 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37519 ttl=63 time=13102 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37520 ttl=63 time=12081 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37521 ttl=63 time=11064 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37522 ttl=63 time=10044 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37523 ttl=63 time=9024 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37524 ttl=63 time=8004 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37525 ttl=63 time=6983 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37526 ttl=63 time=5963 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37527 ttl=63 time=4945 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37528 ttl=63 time=3927 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37529 ttl=63 time=2912 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37530 ttl=63 time=1892 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37531 ttl=63 time=871 ms
Tue Jan 26 10:19:23 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37532 ttl=63 time=38.6 ms
Tue Jan 26 10:19:24 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37533 ttl=63 time=12.8 ms
Tue Jan 26 10:19:25 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37534 ttl=63 time=14.7 ms
Tue Jan 26 10:19:26 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37535 ttl=63 time=15.6 ms
Tue Jan 26 10:19:27 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37536 ttl=63 time=13.5 ms
Tue Jan 26 10:19:28 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37537 ttl=63 time=17.2 ms
Tue Jan 26 10:19:29 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37538 ttl=63 time=6.10 ms

PizzaBear
I Plan to Stick Around
Posts: 105

Re: Internet Keeps Dropping

This happened just for me at around 11:05am today.

 

Reply from 8.8.8.8: bytes=32 time=21ms TTL=116
Reply from 8.8.8.8: bytes=32 time=15ms TTL=116
Reply from 8.8.8.8: bytes=32 time=19ms TTL=116
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Reply from 8.8.8.8: bytes=32 time=3138ms TTL=116
Reply from 8.8.8.8: bytes=32 time=65ms 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=11ms TTL=116
Reply from 8.8.8.8: bytes=32 time=7ms TTL=116
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=1926ms TTL=116
Reply from 8.8.8.8: bytes=32 time=29ms TTL=116
Reply from 8.8.8.8: bytes=32 time=29ms TTL=116
Reply from 8.8.8.8: bytes=32 time=18ms TTL=116
Reply from 8.8.8.8: bytes=32 time=18ms TTL=116

tulowindow
I Plan to Stick Around
Posts: 19

Re: Internet Keeps Dropping

sad to see all the same people here still struggling with horrible internet. I feel for all of you, because guess what. I'm still here too.

 

One thing is clear, when OFDMA got shut off, I stopped getting the 5 disconnects a day.... yes, that is true. So thank the lord that I don't get disconnected all day. However, my latency spikes like crazy during normal hours. I cannot game in ping dependent video games during the daytime hours at all, and often not until around midnight even off hours. The only time I can have a smooth gaming experience is literally 2 in the morning. This connection is a joke.

 

Hope your issue gets resolved after your 15th tech visit @88dalejrfan .... cause obviously "it's not us" and "your signal is strong"

 

Hey dale... did you try rebooting your modem? How about  a power bar? /sarcasm.

zunee
I'm Here A Lot
Posts: 5

Re: Internet Keeps Dropping

Get this.... I finally get through to support and am told i need to upgrade from my gigabit package with the coda modem to the new ignite gigabit (a new modem) all for an extra $100 a month!.  How the heck is that going to fix what are clearly network problems.

kimgibbard
I've Been Around
Posts: 1

Re: Internet Keeps Dropping

I too have had constant internet disruptions and I am getting really annoyed. They came out and checked everything and said there is no problems with my equipment or connections. I feel they need to send more bandwidth to eliminate this constant headache. Especially now that we are doing the schooling at home. Cmon Rogers, get it together

Gdkitty
Resident Expert
Resident Expert
Posts: 14,297

Re: Internet Keeps Dropping

Would need some more info, as to your setup, etc.. to see of what it might be?
I am assuming with a tech out, they have checked the signal levels, etc..

Does it happen at a more specific time of the day? (just wondering if the signal level is poorer then)

Where are you located? Is a  house, townhouse, apartment?  Just trying to see if it could be interference.

Right now, I currently have myself working from home, my son doing schooling, my wife home watching Ignite TV.  I can be downloading, my son playing a game or on video with no issues.



carolynfs
I Plan to Stick Around
Posts: 19

Re: Internet Keeps Dropping

I am on Ignite with the Roger's supplied modem. At various times, I've been told that my signal is fine, or that there is a problem is in the neighbourhood (and seen up to 3 Roger's trucks gathered with men working), or that the problem is the ability to get a strong wi-fi signal in various parts of the house without a direct ethernet cable connection to the modem. After 8 technicians providing different solutions that temporarily worked while they were in the home, but ultimately failed, I gave up trying to get reliable internet via wi-fi and connected my laptop via ethernet cable directly to the Roger's modem.  However, my internet still drops randomly for about a minute at a time.   

88dalejrfan
I Plan to Stick Around
Posts: 85

Re: Internet Keeps Dropping

I've set up simultaneous traces to 8.8.8.8 and the first hop outside my house to see if the outages correspond. They do. When the connection to the Google DNS drops, so does the connection to the CMTS router.