Internet Keeps Dropping

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Moderator
Moderator
Posts: 1,007

Re: Internet Keeps Dropping

Hello @hutch4101, @Tonio2k, & @dosto

 

Welcome to the Rogers Community Forums!

 

Thank you for posting your concerns to the community. We'll be happy to investigate this thoroughly for you to see what is causing the intermittent disruption to your service.

 

Please send a private message to @CommunityHelps so we can get started. Not familiar with our private messaging system? No worries, click here.

 

We look forward to hearing from you!

 

RogersTony

 

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I've Been Here Awhile
Posts: 3

Re: Internet Keeps Dropping

I am having issues like many in this thread where my internet connection will stop working for a few minutes and then fix itself. Sometimes it only happens once or twice in a day, sometimes dozens of times. I have a Hitron CODA-4582U in bridge mode and it shows the following: 

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000QAM2562.799737.355
2597000000QAM2562.799837.636
3603000000QAM2562.599937.355
4855000000QAM2563.900337.636
5861000000QAM2564.199438.605
6579000000QAM2563.200538.605
7585000000QAM2562.700637.636
8849000000QAM2564.599237.636
9609000000QAM2563.2991037.636
10615000000QAM2563.7001137.355
11621000000QAM2563.4001237.636
12633000000QAM2563.4001337.636
13639000000QAM2563.2001437.355
14645000000QAM2563.4001537.636
15651000000QAM2563.5001637.355
16657000000QAM2563.2001737.355
17663000000QAM2562.9001837.355
18669000000QAM2563.2991936.609
19675000000QAM2563.2992036.609
20681000000QAM2563.2992137.355
21687000000QAM2563.7002237.636
22693000000QAM2563.7002337.355
23699000000QAM2563.5992436.609
24705000000QAM2563.2002536.609
25711000000QAM2562.9002636.386
26717000000QAM2562.7002736.386
27723000000QAM2562.2002836.386
28825000000QAM2563.7992937.355
29831000000QAM2563.7003037.355
30837000000QAM2564.0993137.355
31843000000QAM2564.5993237.636
32279000000QAM2563.700137.636
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
04K275600000YESYESYES4.400002
1NANANONONONA
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
12590000064QAM38.52066400000
23870000064QAM39.52086400000
33230000064QAM39.27076400000
42110000064QAM38.76053200000
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
0DISABLED0.00000.00000.00000.00000.00002K
1DISABLED0.00000.00000.00000.00000.0000

2K

 

 

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I've Been Here Awhile
Posts: 2

Re: Internet Keeps Dropping

Same thing is happening to me lm fedup
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Moderator
Moderator
Posts: 1,845

Re: Internet Keeps Dropping

Hello, 

 

Thank you for posting your concern and welcome to Rogers Community Forums!

 

@Digitalist - Losing the Internet multiple times a day can be bothersome. With that signal levels, your Internet should not drop. Do you notice the modem rebooting when the Internet drops? Do only the WiFi devices lose the connection or both the wired and WiFi devices?

 

@sunfire - It is certainly painful to deal with an intermittent Internet. We can help find a solution for you, please provide us with more details. If you can also include the Downstream/OFDM/Upstream tables, as in the post above, can aid us in analyzing the issue.

 

We look forward to hearing from you!

 

Regards,
RogersMoin

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I've Been Here Awhile
Posts: 4

Re: Internet Keeps Dropping

Bell wired my entire subdivision with fibre directly to the home. Since I’ve switched I’ve had zero drops, no bufffering tvand symmetrical 500 mb/s upload and download. If FFTH is available in your area, you should switch. I don’t regret it
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I Plan to Stick Around
Posts: 30

Re: Internet Keeps Dropping

Spoiler
I agree.  I am moving to bell too.  Rogers ignite service is TERRIBLE.  I have been months trying to get reliable internet.  I am going today to sign up to bell.  I need to get my email list in order now since I have my email for the past 20 years with rogers.  BIG MISTAKE.   This new ignite system is hot garbage.  
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I've Been Here Awhile
Posts: 3

Re: Internet Keeps Dropping

@RogersMoin

I have not noticed my Hitron CODA 4582 rebooting when the connection issues happen, and the issue occurs over both wired and wireless connections (one of my first troubleshooting steps was verifying this).

 

When these issues occur I get the following error messages on my Rogers Hitron CODA 4582:

 

DOCSIS Logs

The DOCSIS event logs are shown here

(Log table removed for security/privacy reasons - Please edit CM MAC address before uploading the log - RogersMoin)
 
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I'm Here A Lot
Posts: 7

Re: Internet Keeps Dropping

My intermittent internet drops have reduced significantly in frequency after Rogers tech visit. 

 

Online support here had noticed out of spec upstream during one of the drops and arranged a tech visit. No problems outside but tech had noticed a faulty unused cable in the basement wiring box and disconnected that. Since then, there has only been one drop in past 48 hrs, occurring overnight. The tech had notice mildly anomalous line that was feeding my slingbox, but I elected to leave it alone for now.

 

I can live with this reduced frequency of drops but if the frequency increases, I may have him back to disconnect the slingbox line.

 

Neither Rogers nor Bell offer fibre to home in my neighbourhood.

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I've Been Here Awhile
Posts: 2

Re: Internet Keeps Dropping

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000QAM256-1.099738.605
2597000000QAM256-1.299838.983
3603000000QAM256-0.700938.983
4849000000QAM256-1.299238.605
5855000000QAM256-1.500338.605
6861000000QAM256-1.700438.605
7579000000QAM256-0.900538.983
8585000000QAM256-1.000638.605
9279000000QAM2560.900138.605
10609000000QAM256-0.5001038.983
11615000000QAM256-0.4001138.983
12621000000QAM256-0.5991238.983
13633000000QAM256-1.0001338.983
14639000000QAM256-0.7991438.605
15645000000QAM256-0.5991538.983
16651000000QAM256-0.5001638.983
17657000000QAM256-0.4001738.983
18663000000QAM256-0.2991838.605
19669000000QAM256-0.4001938.983
20675000000QAM256-0.5002038.983
21681000000QAM256-0.5992138.983
22687000000QAM256-0.2992238.983
23693000000QAM256-0.2002338.983
24699000000QAM2560.0002438.983
25705000000QAM2560.0992538.983
26711000000QAM256-0.0992640.366
27717000000QAM256-0.2992738.983
28723000000QAM256-0.5992838.983
29825000000QAM256-1.4002938.983
30831000000QAM256-1.4003038.605
31837000000QAM256-1.4003138.983
32843000000QAM256-1.0993238.983
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES0.400002
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
13870000064QAM37.52046400000
22110000064QAM36.76013200000
33230000064QAM37.02036400000
42590000064QAM37.52026400000
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
0OPERATE0.154813.29309.600043.031535.25002K
1DISABLED0.00000.00000.00000.00000.00002K
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I've Been Around
Posts: 1

Re: Internet Keeps Dropping

I have exactly the same problem. The WiFi drops a few times a day and it comes back after 2 or 3 minutes. When WiFi (internet) is down, the modem light remains "white" and Rogers server side doesn't see anything wrong with the connection. 

 

I have had 3 tech visits so far with one senior. Don't see any improvement yet.