Internet Keeps Dropping

Need Help?

That's what we're here for! The goal of the Rogers Community is to help you find answers on everything Rogers. Can't find what you're looking for? Just ask!
cancel
Showing results for 
Search instead for 
Did you mean: 
Reply
Highlighted
I've Been Around
Posts: 1

Re: Internet Keeps Dropping

Hello,

 

Just received my ignite package and I find that when I sign on with my brand new HP laptop and ONLY when I turn on this laptop the wifi drops. However, strangely enough the wired connections still work. It has intel10 so it should be completely up to date. I'm assuming it's a firewall issue. Any help would be appreciated. EVERY time I log on to my computer this happens. The internet comes back 5 minutes later but will drop out again like 8-10 minutes after. Very strange. 

Highlighted
Resident Expert
Resident Expert
Posts: 1,289

Re: Internet Keeps Dropping


@tyler8292843 wrote:

Hello,

 

Just received my ignite package and I find that when I sign on with my brand new HP laptop and ONLY when I turn on this laptop the wifi drops. However, strangely enough the wired connections still work. It has intel10 so it should be completely up to date. I'm assuming it's a firewall issue. Any help would be appreciated. EVERY time I log on to my computer this happens. The internet comes back 5 minutes later but will drop out again like 8-10 minutes after. Very strange. 


Welcome to the community!

 

FYI, a few other people have reported a similar problem and it is caused by an incompatibility between the WiFi hardware on some computers and the XB6 gateway.  The WiFi hardware/driver on the client should not be crashing the XB6, and the XB6 should not be crashing when a problematic device connects to it.  Until this issue gets sorted out, some have found the following temporary workaround helpful: https://communityforums.rogers.com/t5/Internet/Ignite-WiFi-Gateway-XB6-Losing-internet-connection-mo...

 

This same issue is also being discussed in another thread as well: https://communityforums.rogers.com/t5/Ignite-TV/Ignite-TV-WiFi-Disconnects-Randomly/td-p/442599



Highlighted
I've Been Here Awhile
Posts: 3

Re: Internet Keeps Dropping

I am having the exact same issues. I "upgraded" to Ignite TV a few days ago and about 2 hours after installation wifi signal kept randomly dropping. A technician checked all cables and connections, and then it happened while he was still at my home. He indicated that he had never seen it before. He changed the Gateway and left. 20 minutes later it happened again. At a total loss. They willnot allow me to reinstall my legacy equipment.

Highlighted
Resident Expert
Resident Expert
Posts: 6,944

Re: Internet Keeps Dropping

If you're using a Windows laptop, load Winfi Lite and track your wifi networks and that of your neighbours to see what happens to your network.  Do the wifi networks actually stop running or, are they shifting channels which could cause them to drop out of sight, so to speak, if the 5 Ghz network changes from a high channel (149 to 161) to a low channel (34 to 48).  That's due to the higher output power levels of the 149 to 161 channels.  The appearance of dropping out of sight would be a combination of the lower power levels for the lower channels and the range from the modem to the mobile device. 

 

Winfi LIte can be downloaded as a freebie download from:  https://www.helge-keck.com/

 

 



Highlighted
I'm Here A Lot
Posts: 7

Re: Internet Keeps Dropping

Same for me re intermittent disconnects for months. Home cameras disconnect from app, work vpns crash. I also noted yesterday that occasionally when streaming on viki.com on TV , there is pause with unable to continue, shortly followed by home camera security app disconnecting. No modem problems according to Rogers tech support. I suspect wider Rogers network issue.

Highlighted
I Plan to Stick Around
Posts: 9

Re: Internet Keeps Dropping

you may be suffering from 'buffebloat' issue. Rogers doesn't like to acknowledge it , but comes into picture when you upload too much data at one time.  ( based on you using multiple cams)

Highlighted
Moderator
Moderator
Posts: 569

Re: Internet Keeps Dropping

Hello @dosto,

 

Thanks for sharing your issue with the rest of the community! Hopefully, we can help you figure out what is going on. Intermittent disconnects can be a huge problem, especially where your home security system is concerned. 🙁

 

Just curious, do you currently have any third party equipment incorporated with your internet set-up? If so, you may want to try removing them from the equation to see if the drops still occur. 

 

Also, as a good starting point, can you kindly post your modem's Downstream and Upstream channel stats? We could have a look to confirm whether or not there are any discrepancies.

 

Kind regards,

RogersLaura

Highlighted
I've Been Around
Posts: 2

Re: Internet Keeps Dropping

I have this happening on a daily basis - it is very frustrating. One reason I cancelled Rogers Ignite - can't depend on the wifi service - pay a lot of money for constant frustrations

Highlighted
I've Been Here Awhile
Posts: 2

Re: Internet Keeps Dropping

I also been having this issue. Will there be a fix for this?
Highlighted
I'm Here A Lot
Posts: 7

Re: Internet Keeps Dropping

No third party equipment. 

 

DOCSIS WAN

This menu displays both upstream and downstream signal parameters

 
Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000QAM2560.599740.366
2597000000QAM256-0.200840.946
3603000000QAM256-0.500940.946
4579000000QAM2560.099540.366
5585000000QAM2560.400640.366
6279000000QAM2562.400140.946
7609000000QAM256-0.5991040.366
8615000000QAM256-0.7001140.366
9621000000QAM256-0.2001240.366
10633000000QAM256-0.2991340.946
11639000000QAM2560.0991440.946
12645000000QAM256-0.0991540.366
13651000000QAM256-0.4001640.366
14657000000QAM256-0.2991740.946
15663000000QAM256-0.5001840.366
16669000000QAM256-0.5991940.946
17675000000QAM256-0.2992040.366
18681000000QAM2560.0992140.946
19687000000QAM2560.2002240.366
20693000000QAM2560.0002340.946
21699000000QAM2560.0992440.946
22705000000QAM2560.2002540.946
23711000000QAM256-0.5002640.946
24717000000QAM256-0.7002740.366
25723000000QAM256-1.5002840.366
26825000000QAM256-3.7002938.983
27831000000QAM256-3.7993038.605
28837000000QAM256-4.7993138.605
29843000000QAM256-5.2003238.605
30849000000QAM256-5.200238.983
31855000000QAM256-5.599338.605
32861000000QAM256-6.099437.636
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES1.400002
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
12210000064QAM44.51053200000
23699600064QAM45.52086400000
33059600064QAM45.77076400000
42530000064QAM45.76063200000
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