Internet Keeps Dropping

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I've Been Here Awhile
Posts: 2

Re: Internet Keeps Dropping

Hi, I'm experiencing the same issue of internet getting disconnected multiple times during the day and has been happening for over a month now. The other issue is the speed...the download speed shows between 50 to 60MBps on Speed Test when my package is an Ignite Gigabit.

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I'm Here A Lot
Posts: 5

Re: Internet Keeps Dropping

its always down. by the way i was with rogers over 10 years ago and the exact nonsense was happening then, and nothing has changed lol. very funny.
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I've Been Here Awhile
Posts: 4

Re: Internet Keeps Dropping

The past 48+ hours, my internet keeps dropping for short periods multiple times an hour. It's incredibly annoying as we keep getting disconnected from things. It's happening on both our wired desktop and all our wireless devices. The connection to our modem usually stays strong but the internet keeps going out.
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Resident Expert
Resident Expert
Posts: 6,986

Re: Internet Keeps Dropping

@ChaeFam what modem do you have?  The modems in use are:

 

1.  Black Hitron CGN3xxxx modems where the exact modem model is seen on the product sticker at the back of the modem.

2.  The white CODA-4582 modem.  There is only one white modem in use by Rogers.

3.  The Arris XB6 which is used with the new Ignite TV service.  The modems are either the Arris TG-3482ER or Technicolor CGM-4140COM.  The modem model is seen on the bottom of the modem.  

 

Knowing what modem you have, I can post the correct instructions to post the modem's signal levels.  

 

Have you already called tech support by chance, and if so, what did the Customer Service Rep have to say about the problem?

 

A problem such as this is usually caused by degradation of the external cable / connectors although there is always the possibility of an equipment failure at another point in the system.



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I've Been Here Awhile
Posts: 4

Re: Internet Keeps Dropping

Our modem is the second one, the white CODA-4582.

 

And no, I haven't contacted tech support yet. I was gonna give it some more time to see if it fixes on it its own because our usual internet problems are on the Rogers' side of things and does get fixed after a little while. But I saw this thread on here and thought I'd post about it.

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I've Been Here Awhile
Posts: 2

Re: Internet Keeps Dropping

My modem is CODA 4582.

Last month the internet was disconnected for 2 days...due to some cable installation...I called the helpline and spoke to an agent who said the work is done and it will be resolved. Next day I got an email that everything is sorted and the service is restored. Since thn this is a daily issue.
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Resident Expert
Resident Expert
Posts: 6,986

Re: Internet Keeps Dropping

@MAliJafri @ChaeFam can you log into the modem and:

 

1.  Have a look at the Software (firmware) version as shown on the STATUS page which is displayed when you log into the modem.  Please let me know what version you have loaded.  If you happen to have Version 7.1.1.32 loaded, reboot the modem, ADMIN .... DEVICE RESET .... Reboot.  That is a new firmware version with a new kernel to support DOCSIS 3.1 upstream.  Depending on what follows after the reboot and after looking at the signal levels, I might recommend running a factory reset for the modem. If the signal levels were ok, and a reboot doesn't solve any modem instability, I'll recommend a factory reset, but, first I'd like to have a look at the signal levels. 

 

2.  Navigate to the STATUS .... DOCSIS WAN tab.  Copy the Downstream Overview table, all the way down the bottom right hand corner of the OFDM/OFDMA section which is at the bottom of the table.  Starting with the Downstream Overview line, highlight or select that line and continue down to the bottom right hand corner of the OFDM/OFDMA section.  Right click .... Copy.  In a new post, right click .... Paste.  That should paste in the table as it appears in the modems user interface.  



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I've Been Around
Posts: 1

Re: Internet Keeps Dropping

Hi! I'm not the same user, but I am having the same issue. I have the firmware version you mentioned, rebooted my modem and have the following signal stats:

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000QAM256-2.500738.605
2597000000QAM256-2.500838.983
3603000000QAM256-2.099938.605
4855000000QAM256-1.700338.983
5861000000QAM256-1.700438.605
6579000000QAM256-2.599538.983
7585000000QAM256-2.500638.605
8849000000QAM256-1.500238.605
9609000000QAM256-2.0991038.605
10615000000QAM256-1.9001138.605
11621000000QAM256-1.7001238.605
12633000000QAM256-1.2001338.605
13639000000QAM256-0.9001438.605
14645000000QAM256-0.7991538.983
15651000000QAM256-0.5991638.605
16657000000QAM256-0.4001738.983
17663000000QAM256-0.2991838.605
18669000000QAM256-0.2991938.605
19675000000QAM256-0.2002038.605
20681000000QAM256-0.0992138.983
21687000000QAM2560.0002238.983
22693000000QAM2560.0992338.605
23699000000QAM2560.0992438.983
24705000000QAM2560.0992538.983
25711000000QAM256-0.2992638.983
26717000000QAM256-0.2002738.983
27723000000QAM256-0.2992838.605
28825000000QAM256-1.5992938.983
29831000000QAM256-1.5993038.983
30837000000QAM256-1.2993138.605
31843000000QAM256-1.4003238.605
32279000000QAM256-4.400137.636
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
04K275600000YESYESYES-3.900002
1NANANONONONA
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
13699600064QAM46.52046400000
22210000064QAM45.51013200000
33059600064QAM46.52036400000
42530000064QAM45.51023200000
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
1DISABLED0.00000.00000.00000.00000.00002K
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I've Been Here Awhile
Posts: 4

Re: Internet Keeps Dropping

Gave it some time after doing the reboot but the issue still came up, so here's the DOCSIS WAN signals...

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000QAM256-0.900736.386
2597000000QAM256-1.000836.386
3603000000QAM256-1.099936.386
4849000000QAM256-6.099232.676
5855000000QAM256-6.500332.321
6861000000QAM256-6.900432.237
7579000000QAM256-1.000536.386
8585000000QAM256-0.700636.386
9303000000QAM2561.200138.605
10609000000QAM256-1.2001036.609
11615000000QAM256-1.0001136.609
12621000000QAM256-0.7991236.609
13633000000QAM256-0.9001336.386
14639000000QAM256-1.0001436.386
15645000000QAM256-0.7991536.386
16651000000QAM256-0.9001636.386
17657000000QAM256-0.7991736.386
18663000000QAM256-0.9001836.386
19669000000QAM256-1.0991936.386
20675000000QAM256-1.0992036.386
21681000000QAM256-1.4002135.779
22687000000QAM256-1.5002235.595
23693000000QAM256-2.0002335.779
24699000000QAM256-2.0002435.595
25705000000QAM256-2.2992535.083
26711000000QAM256-2.4002635.595
27717000000QAM256-2.5002734.925
28723000000QAM256-3.2002834.925
29825000000QAM256-4.7992933.376
30831000000QAM256-5.0003032.962
31837000000QAM256-5.2993132.962
32843000000QAM256-5.5003232.676
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K290600000YESYESYES1.299999
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
13230000064QAM39.77036400000
23870000064QAM39.77046400000
32110000064QAM36.76013200000
42590000064QAM38.52026400000
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
0DISABLED0.00000.00000.00000.00000.00002K
1DISABLED0.00000.00000.00000.00000.00002K
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I Plan to Stick Around
Posts: 13

Re: Internet Keeps Dropping

I am also having the same issue as others. The modem was super stable in bridge mode without a reboot for months on 36T8. I consistently got the advertised speed and low ping times of 5-8ms. Ever since I got upgraded to 7.1.1.x the modem has become sluggish. The internet speed starts to slow down and the ping times go into the 100-200ms range. Sometimes the pings timeout all together resulting in a total loss of internet. The 192.168.100.1 management interface becomes unreachable. Once you reboot the modem everything is fast like it was on 36T8. After a few hours or days it starts acting up again. I've even tried a factory reset. The only way to fix this is via a reboot of the modem. I've brought this up twice to the tech support staff and they say "firmware can't slow a connection down" as if they are software engineers. I'm an engineer and dumbfounded at how flawed that statement is. Their initial "fix" was to put it into gateway mode which means I'm going to get double NAT'd and going through two firewalls. I said I can't settle for gateway mode and then they say they need to send a tech. The problem is once the modem is rebooted it will be snappy again and will take hours to days to get back into that bad state. So I don't know what good a tech would do in this situation. The thing they don't seem to understand is that it was super stable on 36T8 and the only variable here is this huge firmware upgrade. How does this not raise any alarm bells?