Internet Keeps Dropping

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Highlighted
I Plan to Stick Around
Posts: 12

Re: Internet Keeps Dropping

update 2...

 

the technician came to my home this morning, he helped to check the signal from the incoming cable & the one from incoming cable to modem.

 

sadly, he found no problem at all,  I was told the signals are very good & nothing he can do...

 

am I really nothing can do?

Highlighted
Moderator
Moderator
Posts: 52

Re: Internet Keeps Dropping

Hello @Natto

 

Thank you for your post and welcome to the Community.
I hope you and your loved ones are doing well and keeping safe.


We know how important it is to stay connected at all times, especially with everything that's going on right now. 

Thank you for all the troubleshooting steps you have already completed.
Would you be able to run a speed test when you next notice the issue and share the results with us? Additionally, can you share your modem's event log so we can look further into the issue. 

 

@KCheng, we'd like to take a closer look at the situation with you.
You can send us a PM to get started.

Not sure how the send us a Private Message, please check here.

 

Regards
RogersRob

Highlighted
I've Been Here Awhile
Posts: 2

Re: Internet Keeps Dropping

Just to confirm, by local LAN, you're talking about pinging 192.168.0.1?

 

Here are my downstream and upstream overview:

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1615000000256QAM5.9001140.366
2621000000256QAM5.8001240.366
3633000000256QAM5.5001340.366
4639000000256QAM5.6001440.366
5645000000256QAM4.7001539.397
6651000000256QAM4.3001638.983
7657000000256QAM3.9001738.983
8663000000256QAM3.5001838.605
9669000000256QAM3.4001938.983
10675000000256QAM3.9002038.983
11681000000256QAM4.4002138.983
12687000000256QAM4.6002238.983
13699000000256QAM5.4002440.366
14705000000256QAM5.6002538.983
15711000000256QAM5.6002638.983
16717000000256QAM5.6002740.366
17723000000256QAM5.8002838.983
18825000000256QAM5.2002940.366
19831000000256QAM4.9003038.983
20837000000256QAM4.3003138.983
21843000000256QAM4.3003240.946
22849000000256QAM3.900238.983
23855000000256QAM3.000338.605
24861000000256QAM1.800438.605
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
125900000ATDMA - 64QAM37.25026400000
238700000ATDMA - 64QAM38.75046400000
332300000ATDMA - 64QAM38.00036400000
421100000ATDMA - 64QAM36.5001

3200000

 

As well, I do notice quite a bit of these errors in my DOCSIS event log. It's always the same thing everyday. I blanked out the MAC address. Not sure if I should be showing it or not.

 

1808/13/20 12:49:5468010300errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
1908/13/20 16:29:3282000200criticalNo Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
2008/13/20 16:50:4484020200warningLost MDD Timeout;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
Highlighted
I'm Here A Lot
Posts: 6

Re: Internet Keeps Dropping

Hi @RogersRob

 

Thank you for your message. I ran a speed test yesterday when I was having the signal issue: Ping 5 / download 80 and upload 16, on 2G Wi-Fi. It was the CODA 4582U modem that I had just received 2 days ago.  Had the same problem with signal drops and slow speeds when on the Black CGN3 modem, which I just shipped back. Just today, I've had signal disruptions a few times already, where the green "@" light on the modem display goes out completely for about 5 minutes.   I called tech support last night, they are sending a technician over today, after they ran some tests remotely. Have not been informed what problems they may be investigating.

 

Following this trail, I've also logged into the modem to get the DOCSIS WAN stats. This is from this afternoon, after one of those internet drop episodes:

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000QAM256-2.799737.355
2597000000QAM256-3.299837.355
3603000000QAM256-2.599937.636
4579000000QAM256-3.700537.636
5585000000QAM256-3.099637.636
6279000000QAM256-3.700137.636
7609000000QAM256-2.9001037.636
8615000000QAM256-2.9001137.636
9621000000QAM256-3.2001237.355
10633000000QAM256-2.4001337.636
11639000000QAM256-2.7001437.636
12645000000QAM256-2.4001537.636
13651000000QAM256-2.4001637.636
14657000000QAM256-3.0991737.636
15663000000QAM256-2.5001838.605
16669000000QAM256-3.0991937.636
17675000000QAM256-3.7992037.636
18681000000QAM256-3.5002137.636
19687000000QAM256-3.7992237.355
20693000000QAM256-3.5992337.355
21699000000QAM256-3.2992437.636
22705000000QAM256-3.5002537.636
23711000000QAM256-3.9002637.636
24717000000QAM256-4.4002737.355
25723000000QAM256-4.7992836.609
26825000000QAM256-4.0002936.609
27831000000QAM256-4.7003036.386
28837000000QAM256-5.5003136.386
29843000000QAM256-5.5993236.609
30849000000QAM256-6.000236.609
31855000000QAM256-6.299336.609
32861000000QAM256-6.900436.386
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES-3.599998
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
13059600064QAM49.27076400000
23699600064QAM49.77086400000
32210000064QAM48.26053200000
42530000064QAM49.51063200000
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
Highlighted
I'm a Trusted Contributor
Posts: 309

Re: Internet Keeps Dropping

I'm in the same boat with the constant drops. It has been happening for about a month now. Vast majority of them are between 7:30 am and about noon. I've spent over 10 hours on the phone with Rogers, had 2 techs over at the house, and I'm on my 3rd modem since this started. So far, nothing has helped and I am sure the issue is with Rogers and not my house.  A Senior Tech was supposed to contact me last week, but apparently the employee who set that up didn't do it right. I had to call back this Tuesday and set it up again. The tech was supposed to contact me within 72 hours, but nothing so far.  Hopefully, the tech figures out what the issue is because it is driving us crazy. If the disconnects happened once or twice a day, I could probably live with it. Ten or more times each morning is a bit much.  

Highlighted
I've Been Around
Posts: 1

Re: Internet Keeps Dropping

I have Rogers gigabit modem probably in bridge mode
Hooked up to Linksys ea9300 wireless router
The router has a light on it when it is red there is no internet .

Through out the day we get a no route issue 2
To 5 times a day last 2
Minutes to 10 minutes .

I keep having to unplug gigabit modem for 30 seconds wait 2 minutes to reconnect then it works

Makes it difficult to work from home .

Not sure what firmware version is on my modem

Can someone look and check logs to see when modems disconnecting and trouble shoot the cause . Is it the modem or is it a hop on other side to wan ?

Highlighted
Moderator
Moderator
Posts: 1,831

Re: Internet Keeps Dropping

Hello, 

 

@12heater - We can run additional diagnostics on your line to determine the root cause of your intermittent Internet. Please send us a private message.

 

@Natto - Keep us posted on the outcome from the tech's visit. If the issue persists, please feel free to send us a private message. 

 

@mousetamer - Thanks for joining this discussion; intermittent Internet can certainly be disruptive. We can follow up with Senior Tech's visit for you. Please drop us a line in a PM. 

 

@User0549 - I appreciate posting your Internet intermittency concerns, and welcome to Rogers Community Forums! We can check the signal levels and other specs on your modem. You may have to put the modem in the gateway mode while we run the diagnostics. Please feel free to send us a private message. 

 

A PM can be sent to us at @CommunityHelps. You can find details about our private messaging in this blog

 

Regards,

RogersMoin

 

Highlighted
I Plan to Stick Around
Posts: 9

Re: Internet Keeps Dropping

To all the people who have issues with rogers internet getting disconnected intermittently, i have been working with the rogers team( spoke to senior tech, OOP , someone from the network team) who basically said its a network issue and they cant do anything to fix it.

from all my research and reading online regarding the issue, it seems like rogers has a serious bufferbloat problem, which no one seem to acknowledge. they keep saying that they sent a tech to work on network, but nothing made a difference.

 I did setup a PRTG ping sensor to monitor my internet connectivity and packet loss. here is a small graphic 

Sensor was setup on 8th Aug morning.

you see a consistent packet loss of around 10-15%.

Aug 13th around 9:30 pm, i turned on SQM ( using FQ_CODEL)  and there is a remarkable difference in packetloss

 

URL : https://imgur.com/JXbm52o 

 

Packet_loss_report.png

 

adding sample data form PRTG as well

 

8/8/2020 8:00:00 AM − 9:00:00 AM     0 %
8/8/2020 9:00:00 AM − 10:00:00 AM14 msec10 msec18 msec9 %0 %100 %
8/8/2020 10:00:00 AM − 11:00:00 AM14 msec10 msec19 msec6 %0 %100 %
8/8/2020 11:00:00 AM − 12:00:00 PM14 msec10 msec19 msec6 %0 %100 %
8/8/2020 12:00:00 PM − 1:00:00 PM14 msec10 msec19 msec6 %0 %100 %
8/8/2020 1:00:00 PM − 2:00:00 PM14 msec10 msec19 msec4 %0 %100 %
8/8/2020 2:00:00 PM − 3:00:00 PM14 msec10 msec19 msec6 %0 %100 %
8/8/2020 3:00:00 PM − 4:00:00 PM15 msec11 msec21 msec5 %0 %100 %
8/8/2020 4:00:00 PM − 5:00:00 PM16 msec11 msec21 msec6 %0 %100 %
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8/8/2020 6:00:00 PM − 7:00:00 PM19 msec13 msec28 msec9 %0 %100 %
8/8/2020 7:00:00 PM − 8:00:00 PM17 msec11 msec24 msec8 %0 %100 %
8/8/2020 8:00:00 PM − 9:00:00 PM24 msec13 msec41 msec9 %0 %100 %
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8/9/2020 11:00:00 AM − 12:00:00 PM14 msec10 msec19 msec7 %0 %100 %
8/9/2020 12:00:00 PM − 1:00:00 PM17 msec10 msec26 msec6 %0 %100 %
8/9/2020 1:00:00 PM − 2:00:00 PM19 msec12 msec27 msec3 %0 %100 %
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8/9/2020 8:00:00 PM − 9:00:00 PM17 msec11 msec25 msec8 %0 %100 %
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8/10/2020 12:00:00 AM − 1:00:00 AM14 msec10 msec21 msec6 %0 %100 %
8/10/2020 1:00:00 AM − 2:00:00 AM16 msec10 msec24 msec8 %0 %100 %
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8/14/2020 7:00:00 AM − 8:00:00 AM12 msec9 msec16 msec0 %0 %100 %
8/14/2020 8:00:00 AM − 9:00:00 AM13 msec9 msec19 msec1 %0 %100 %
8/14/2020 9:00:00 AM − 10:00:00 AM13 msec9 msec18 msec<1 %0 %100 %
8/14/2020 10:00:00 AM − 11:00:00 AM14 msec10 msec21 msec1 %0 %100 %
8/14/2020 11:00:00 AM − 12:00:00 PM17 msec10 msec31 msec1 %0 %100 %
8/14/2020 12:00:00 PM − 1:00:00 PM16 msec9 msec30 msec<1 %0 %100 %
8/14/2020 1:00:00 PM − 2:00:00 PM17 msec11 msec25 msec1 %0 %100 %
8/14/2020 2:00:00 PM − 3:00:00 PM21 msec10 msec41 msec1 %0 %100 %
8/14/2020 3:00:00 PM − 4:00:00 PM16 msec10 msec23 msec1 %0 %100 %
8/14/2020 4:00:00 PM − 5:00:00 PM14 msec9 msec21 msec1 %0 %100 %
8/14/2020 5:00:00 PM − 6:00:00 PM14 msec9 msec21 msec1 %0 %100 %
8/14/2020 6:00:00 PM − 7:00:00 PM14 msec10 msec20 msec1 %0 %100 %
8/14/2020 7:00:00 PM − 8:00:00 PM14 msec9 msec20 msec1 %0 %100 %
8/14/2020 8:00:00 PM − 9:00:00 PM18 msec10 msec28 msec<1 %0 %100 %
8/14/2020 9:00:00 PM − 10:00:00 PM15 msec10 msec21 msec<1 %0 %100 %
8/14/2020 10:00:00 PM − 11:00:00 PM15 msec10 msec22 msec<1 %0 %100 %
8/14/2020 11:00:00 PM − 12:00:00 AM14 msec9 msec21 msec<1 %0 %100 %
8/15/2020 12:00:00 AM − 1:00:00 AM14 msec9 msec20 msec<1 %0 %100 %
8/15/2020 1:00:00 AM − 2:00:00 AM13 msec9 msec18 msec1 %0 %100 %
8/15/2020 2:00:00 AM − 3:00:00 AM13 msec9 msec19 msec<1 %0 %100 %
8/15/2020 3:00:00 AM − 4:00:00 AM13 msec9 msec18 msec<1 %0 %100 %
8/15/2020 4:00:00 AM − 5:00:00 AM13 msec9 msec17 msec1 %0 %100 %
8/15/2020 5:00:00 AM − 6:00:00 AM12 msec9 msec17 msec0 %0 %100 %
8/15/2020 6:00:00 AM − 7:00:00 AM13 msec9 msec17 msec1 %0 %100 %
8/15/2020 7:00:00 AM − 8:00:00 AM13 msec9 msec18 msec<1 %0 %100 %
8/15/2020 8:00:00 AM − 9:00:00 AM15 msec11 msec20 msec<1 %0 %100 %
8/15/2020 9:00:00 AM − 10:00:00 AM19 msec10 msec34 msec<1 %0 %100 %
8/15/2020 10:00:00 AM − 11:00:00 AM16 msec9 msec31 msec1 %0 %100 %
8/15/2020 11:00:00 AM − 12:00:00 PM13 msec9 msec18 msec1 %0 %100 %
8/15/2020 12:00:00 PM − 1:00:00 PM13 msec9 msec19 msec<1 %0 %100 %
8/15/2020 1:00:00 PM − 2:00:00 PM13 msec9 msec18 msec0 %0 %60 %
8/15/2020 2:00:00 PM − 3:00:00 PM     0 %

 

i would love to hear thoughts from the experts @Datalink  and @-G-  . 

 

my setup: CODA modem running in bridge mode. 

Highlighted
Resident Expert
Resident Expert
Posts: 1,289

Re: Internet Keeps Dropping

@ddude  Kudos for implementing a fix what works well for you!

 

I think that it's great that you measured your network performance, implemented a prescriptive solution, and then confirmed that your optimization attempts achieved the desired results.

 

I have also tested SQM / Cake on OpenWrt with good results.  I currently have it disabled.  I'm not a gamer and my upstream traffic is relatively low, so bufferbloat is not causing problems for me at the moment, and enabling SQM does put additional load on the router's CPU.  Nevertheless, it's nice to have a fix ready that can be enabled when needed.



Highlighted
I'm Here A Lot
Posts: 6

Re: Internet Keeps Dropping

Hello @-G-  , @RogersMoin 

 

I use VPN for work.   The intermittent signal drops and the slow upload speeds do have a substantial impact on my ability to work from home effectively. Any suggestions for fixes?  Update: post tech visit, I was informed there is a problem with the "node" feed servicing my neighbourhood.  He referred to a "green box" near my neighbour's property.