Internet Keeps Dropping

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I Plan to Stick Around
Posts: 13

Re: Internet Keeps Dropping

Do you know if this issue is being fixed anytime soon? I can't seem to troubleshoot any of the issues I'm having in bridge mode with this new firmware. As you mentioned once I reboot everything goes back to normal.
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I Plan to Stick Around
Posts: 12

Re: Internet Keeps Dropping

thanks sgobiraj & Datalink, you are right, I can get the version number.
 
Hardware Version 1A
Software Version 7.1.1.32
 
Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 597000000 QAM256 -3.700 8 40.366
2 849000000 QAM256 -6.799 2 38.605
3 855000000 QAM256 -7.099 3 38.605
4 861000000 QAM256 -7.500 4 38.605
5 579000000 QAM256 -4.200 5 38.983
6 585000000 QAM256 -3.900 6 38.983
7 591000000 QAM256 -3.900 7 38.983
8 279000000 QAM256 -1.000 1 40.946
9 603000000 QAM256 -4.400 9 38.983
10 609000000 QAM256 -4.500 10 38.605
11 615000000 QAM256 -4.099 11 38.983
12 621000000 QAM256 -4.099 12 38.983
13 633000000 QAM256 -4.400 13 38.983
14 639000000 QAM256 -4.200 14 38.983
15 645000000 QAM256 -4.200 15 38.983
16 651000000 QAM256 -4.299 16 38.983
17 657000000 QAM256 -4.500 17 38.983
18 663000000 QAM256 -4.299 18 38.983
19 669000000 QAM256 -4.700 19 38.983
20 675000000 QAM256 -5.099 20 38.983
21 681000000 QAM256 -5.400 21 38.983
22 687000000 QAM256 -5.799 22 38.983
23 693000000 QAM256 -6.400 23 38.983
24 699000000 QAM256 -6.099 24 38.983
25 705000000 QAM256 -6.000 25 38.605
26 711000000 QAM256 -5.400 26 38.605
27 717000000 QAM256 -5.500 27 38.605
28 723000000 QAM256 -5.000 28 38.983
29 825000000 QAM256 -4.099 29 38.983
30 831000000 QAM256 -4.700 30 38.983
31 837000000 QAM256 -5.200 31 38.983
32 843000000 QAM256 -5.799 32 38.605
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I Plan to Stick Around
Posts: 12

Re: Internet Keeps Dropping

OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
13699600064QAM44.27046400000
22210000064QAM45.51013200000
33059600064QAM45.77036400000
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
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Resident Expert
Resident Expert
Posts: 6,985

Re: Internet Keeps Dropping

Ok, the top DOCSIS 3.0 channels (1 to 32) are all low, for the most part ok, but still a little low.  The target level is 0 dbmV, but where those levels are shouldn't be an issue.  There is also a high frequency roll off that can be seen which is typical in the Rogers network.  Those levels should be at 0 dBmV across the board.  The signal to noise ratios are good.  Normally these channels aren't used by the modem as the modem uses the DOCSIS 3.1 OFDM channel for its downstream data, which in your case doesn't show any data, so, the DOCSIS 3.0 channels are in use and any drop in signal level matters.  

 

The downstream OFDM channel doesn't show any data, which would indicate that the DOCSIS 3.1 OFDM channel isn't running, so, there's a definite problem in the 300 to 500 Mhz range in your cable system.  Most likely due to an external cable / connector issue. 

 

The upstream DOCSIS 3.0 channels are elevated, within spec, but above the normal 30 to 32 dBmV range that is typically seen with this modem.  That indicates that the modem output is running higher than normal to counter any signal losses enroute to the neighbourhood node.  

 

So, you've got cable / connector problems.  The DOCSIS 3.0 upstream channels which run in the 5 to 42 Mhz range are running higher than normal for their output power levels, the OFDM channel which runs in the 300 to 500 Mhz range isn't present, the DOCSIS 3.0 channels in the 500 to 900 Mhz range are all low.  Your ping test are also showing losses.   If you looked at the front of the modem, the downstream LED should be a lighter blue, its supposed to be magenta officially.  The lighter blue colour indicates that the downstream DOCSIS 3.1 OFDM channel is running.  Both downstream and upstream LEDs should be showing a darker blue at this point, indicating that the modem is running DOCSIS 3.0 in both directions.  Thats a backup mode of operations.  With good signal levels the 4582 modem actually has very good performance running DOCSIS 3.0 in both directions.

 

Ok, at the present time, I'd say, call tech support, dial 611 on a Rogers Home phone or cell phone to reach tech support.  Tell the Tech support rep that you have:

 

1. packet loss,;

2.  all of the downstream DOCSIS 3.0 signal levels are all low

3.  the DOCSIS 3.0 upstream channels are high, within spec, but higher than normal;

4.  the downstream DOCSIS 3.1 OFDM channel isn't present.

 

Ask the tech to run a signal check on the modem.  It should fail automatically and the tech should arrange for a field tech to inspect the external cable and connectors and replace them if necessary.  If you have underground cabling, you might end up with a temporary cable running to your house if the present cable isn't performing as expected.  

 

Try that and let us know how the conversation goes.  The tech will no doubt give you static about running the modem in Bridge mode with a router behind it, but, that has absolutely nothing to do with the modem's signal levels and the problems that you're experiencing.  I'd absolutely resist any request to kick the modem into Gateway mode, there's no need for it.  I'd also resist any suggestion to reboot the modem, which will temporarily return the signal levels to their normal levels, unless of course the external cable and its connectors are very badly degraded.  Some techs will ask you to reboot the modem, which returns the modem to a normal operating mode, albeit temporarily, at which point the tech will declare victory.  Don't let that happen.  The solution here is a field tech, who should determine what the problem is. 

 

When the tech visit is all said and done, please repost the signal levels.  Sometimes this takes more than one visit, so, one can't assume that the first tech will absolutely resolve the issue.  Not slagging the field techs, just passing on an observation from previous cases. 



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Resident Expert
Resident Expert
Posts: 6,985

Re: Internet Keeps Dropping

@sgobiraj@RogersIan is aware of the data display issue, so its either an Intel or Hitron problem that will hopefully be sorted out in the next version.  Don't know how long that will take to be released. 



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I Plan to Stick Around
Posts: 12

Re: Internet Keeps Dropping

million thanks @Datalink 

thanks for your detail explanation, I will contact Rogers' rep as soon as I can and keep you posted!

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Resident Expert
Resident Expert
Posts: 6,985

Re: Internet Keeps Dropping

@KCheng are you running any other Rogers services like Nextbox's or Home Phone.  If so, they would require a splitter to run, so that would explain the lower downstream and higher upstream DOCSIS 3.0 signal levels.  That doesn't explain the missing downstream OFDM channel which your modem should be using.  That's a different matter altogether. 

 



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I Plan to Stick Around
Posts: 12

Re: Internet Keeps Dropping

I have no other Rogers' services, except Internet (for now)

 

I went to basemant & check the cable / comnnector just now. I found out that I have installed a y-splitter, I almost forgot about it.

 

incoming data cable
 ---> cable > modem
 ---> termination cap

 

I disconnected and re-connected all cable again to make sure all are fixed, and checked the STATUS page also.

 

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000QAM256-2.700740.366
2849000000QAM256-5.400238.605
3855000000QAM256-5.700338.605
4861000000QAM256-6.099438.605
5579000000QAM256-2.799538.983
6585000000QAM256-2.599638.983
7279000000QAM2560.099140.946
8597000000QAM256-2.400840.366
9603000000QAM256-3.000940.366
10609000000QAM256-3.2001038.983
11615000000QAM256-3.0001138.605
12621000000QAM256-2.9001238.983
13633000000QAM256-3.0991338.983
14639000000QAM256-2.9001438.983
15645000000QAM256-3.0001538.983
16651000000QAM256-3.0001640.366
17657000000QAM256-3.0991738.983
18663000000QAM256-3.0001838.605
19669000000QAM256-3.4001938.605
20675000000QAM256-3.7002038.983
21681000000QAM256-3.7992138.983
22687000000QAM256-4.4002238.983
23693000000QAM256-5.0002338.605
24699000000QAM256-4.7002438.605
25705000000QAM256-4.7992538.605
26711000000QAM256-4.2002638.983
27717000000QAM256-4.2992738.983
28723000000QAM256-3.7992838.983
29825000000QAM256-2.7992938.983
30831000000QAM256-3.4003038.605
31837000000QAM256-3.7003138.605
32843000000QAM256-4.2993238.605
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES-0.700001
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
13059600064QAM43.02036400000
23699600064QAM43.02046400000
32210000064QAM42.76013200000
42530000064QAM42.01023200000
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'm Here A Lot
Posts: 6

Re: Internet Keeps Dropping

Same problem here! I had been getting frequent internet signal drops since April with CGN3 modem I’ve had for years in bridge mode. Called tech support a month ago, no resolution. Told me to check for malware - 4 diff anti virus software, nothing. Whenever internet service drops, it’s on all devices. Sometime the “@“ light goes out on the modem panel, sometimes it didn’t.  Was fed up with powering down to reboot the modem, so finally when it happened again last Friday, called tech support for a new modem. Got a CODA replacement today and installed. 12 hours later, experienced same kind of signal outage!! Lasted 5 mins. Both Tv and internet both interrupted.  What are possible causes? Side note: internet degradation has tended to happen in last few weeks with TV box signal issues (high number channels can not load / not available) making me suspect it’s related to cable connections or line issues.  
PS: 1 minute after posting this message, internet was down again.. had to wait 5mins to add this postscript!!

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I Plan to Stick Around
Posts: 12

Re: Internet Keeps Dropping

update…

 

contacted Rogers’ tech support today, the tech guy helped me to check the signal on the modem, and he said the result looked okay, but saw some disconnections on the modem during the test.

 

after that, he helped me to arrange a field tech guy to pay a visit my home tomorrow for further checking and I didn’t got chance to ask for it! 🙂

 

he is a nice tech support guy!