Internet Keeps Dropping

[ddude]

For the last 2 or 3 weeks I have been having intermittent internet drops - service simply stops working on any of my devices for a minute or 2 and then resumes back by itself. this happens on wired or wireless connections, both in gateway and bridged mode. When internet is down, no lights change on the modem, and there are no main events matching the timestamps of when things are down.

Whenever I contact Rogers about it, the CSR sees that signal is fine on their side and no signal drops have happened. Service should be working as expected.
One CSR did say that there was an issue with the neighborhood, but nothing happened beyond that.

I have about 3-4 tech visits.
1-> found no issues
2-> replaced connectors on the box.
3-> mentioned that wire has too much noise, so need to replace the wire inside the house, and Roger cant replace due to COVID. so I replaced the wire going into the house. The wire going from the box to house box was clean as per him.
4-> came in, tested the wire, found no noise on the new wire. replaced the connections to new wire.

coming back, now, i'm still at the same issue where internet drops frequently disconnecting my work vpn.

so not sure what more i can do to get this issue fixed. this has been impacting work

[ddude]

Modem info - CODA-4582

Hardware Version	1A
Software Version	7.1.1.32
Gateway Serial Number	9999999
HFC MAC Address	xxxxxx
System Time	2020-05-19 10:14:00
Time Zone	UTC+00:00 Greenwich Mean Time: Dublin, London, Lisbon

adding the signal table as it was requested for others with similar issue

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	QAM256	5.599	7	36.609
2	597000000	QAM256	5.199	8	36.386
3	603000000	QAM256	4.900	9	36.386
4	855000000	QAM256	3.500	3	35.779
5	861000000	QAM256	2.799	4	35.595
6	579000000	QAM256	5.400	5	37.355
7	585000000	QAM256	5.099	6	36.609
8	849000000	QAM256	3.099	2	35.779
9	609000000	QAM256	5.500	10	36.386
10	615000000	QAM256	5.900	11	36.609
11	621000000	QAM256	5.400	12	36.609
12	633000000	QAM256	6.199	13	36.609
13	639000000	QAM256	5.400	14	36.609
14	645000000	QAM256	6.300	15	36.609
15	651000000	QAM256	5.900	16	36.609
16	657000000	QAM256	5.099	17	36.609
17	663000000	QAM256	6.000	18	36.609
18	669000000	QAM256	5.599	19	36.386
19	675000000	QAM256	5.099	20	36.609
20	681000000	QAM256	5.500	21	36.609
21	687000000	QAM256	4.699	22	36.609
22	693000000	QAM256	4.199	23	36.609
23	699000000	QAM256	4.000	24	36.386
24	705000000	QAM256	3.099	25	36.386
25	711000000	QAM256	2.599	26	35.779
26	717000000	QAM256	2.299	27	35.779
27	723000000	QAM256	1.700	28	35.779
28	825000000	QAM256	4.000	29	35.595
29	831000000	QAM256	3.900	30	35.779
30	837000000	QAM256	4.300	31	35.779
31	843000000	QAM256	3.599	32	35.595
32	279000000	QAM256	6.199	1	38.605

OFDM Downstream Overview

Receiver	FFT type	Subcarr 0 Frequency(MHz)	PLC locked	NCP locked	MDC1 locked	PLC power(dBmv)
0	4K	275600000	YES	YES	YES	6.300003
1	NA	NA	NO	NO	NO	NA

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	22100000	64QAM	35.510	1	3200000
2	36996000	64QAM	38.270	4	6400000
3	30596000	64QAM	36.770	3	6400000
4	25300000	64QAM	37.260	2	3200000
5	0	QAM_NONE	-	---	1600000
6	0	QAM_NONE	-	---	1600000
7	0	QAM_NONE	-	---	1600000
8	0	QAM_NONE	-	---	1600000

OFDM/OFDMA Overview

Channel Index	State	lin Digital Att	Digital Att	BW (sc's*fft)	Report Power	Report Power1_6	FFT Size
0	DISABLED	0.0000	0.0000	0.0000	0.0000	0.0000	2K
1	DISABLED	0.0000	0.0000	0.0000	0.0000	0.0000	2K

[ddude]

adding logs from Modem

1 07/02/2020 14:46:04 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=xxx:xxxx:xxx ;CMTS-MAC=00:17:10:98:1c:10;CM-QOS=1.1;CM-VER=3.1;
2 07/02/2020 15:39:55 68010300 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xxx:xxxx:xxx ;CMTS-MAC=00:17:10:98:1c:10;CM-QOS=1.1;CM-VER=3.1;
3 07/02/2020 16:14:29 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=xxx:xxxx:xxx ;CMTS-MAC=00:17:10:98:1c:10;CM-QOS=1.1;CM-VER=3.1;
4 07/02/2020 16:19:21 82001200 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xxx:xxxx:xxx ;CMTS-MAC=00:17:10:98:1c:10;CM-QOS=1.1;CM-VER=3.1;
5 07/02/2020 16:20:47 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=xxx:xxxx:xxx ;CMTS-MAC=00:17:10:98:1c:10;CM-QOS=1.1;CM-VER=3.1;
6 07/02/2020 16:22:21 82001200 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xxx:xxxx:xxx ;CMTS-MAC=00:17:10:98:1c:10;CM-QOS=1.1;CM-VER=3.1;
7 07/02/2020 16:37:19 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=xxx:xxxx:xxx ;CMTS-MAC=00:17:10:98:1c:10;CM-QOS=1.1;CM-VER=3.1;
8 07/02/2020 19:07:27 74010100 Notice CM-STATUS message sent. Event Type Code: 5; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xxx:xxxx:xxx ;CMTS-MAC=00:17:10:98:1c:10;CM-QOS=1.1;CM-VER=3.1;
9 07/02/2020 20:46:30 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=xxx:xxxx:xxx ;CMTS-MAC=00:17:10:98:1c:10;CM-QOS=1.1;CM-VER=3.1;

[RogersNiki]

Hello @georgeous and @ddude

Thank you for your messages. An intermittent connection is not fun. We can absolutely take a look at the issues that you have described.

Please send a private message to @CommunityHelps so we can get started. Not familiar with our private messaging system? No worries, Click Here https://roge.rs/2ZyDlj1

Regards

RogersNiki

[ddude]

update.

was able to pickup a new modem. seems like hardware version and firmware is same. So lets see if this makes a difference. 

Hardware Version	1A
Software Version	7.1.1.32
Gateway Serial Number	99999
HFC MAC Address	xxxx
System Time	2020-05-15 11:10:01
Time Zone	UTC+00:00 Greenwich Mean Time: Dublin, London, Lisbon

Signal table after setting up modem

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	QAM256	6.000	7	37.355
2	597000000	QAM256	5.900	8	37.355
3	603000000	QAM256	5.599	9	36.609
4	855000000	QAM256	3.500	3	36.386
5	861000000	QAM256	2.500	4	36.386
6	579000000	QAM256	5.800	5	37.636
7	585000000	QAM256	5.500	6	37.355
8	849000000	QAM256	3.099	2	36.609
9	609000000	QAM256	6.099	10	37.355
10	615000000	QAM256	6.400	11	37.355
11	621000000	QAM256	5.900	12	37.355
12	633000000	QAM256	6.500	13	37.355
13	639000000	QAM256	5.699	14	37.636
14	645000000	QAM256	6.800	15	37.355
15	651000000	QAM256	6.400	16	37.355
16	657000000	QAM256	5.500	17	37.355
17	663000000	QAM256	6.400	18	37.355
18	669000000	QAM256	6.000	19	36.609
19	675000000	QAM256	5.599	20	37.355
20	681000000	QAM256	6.199	21	37.636
21	687000000	QAM256	5.500	22	36.609
22	693000000	QAM256	5.300	23	36.386
23	699000000	QAM256	5.500	24	36.609
24	705000000	QAM256	5.000	25	37.355
25	711000000	QAM256	4.800	26	36.609
26	717000000	QAM256	5.099	27	36.386
27	723000000	QAM256	4.500	28	36.609
28	825000000	QAM256	4.099	29	35.779
29	831000000	QAM256	4.000	30	36.386
30	837000000	QAM256	4.099	31	36.386
31	843000000	QAM256	3.500	32	36.386
32	279000000	QAM256	6.000	1	38.605

OFDM Downstream Overview

Receiver	FFT type	Subcarr 0 Frequency(MHz)	PLC locked	NCP locked	MDC1 locked	PLC power(dBmv)
0	4K	275600000	YES	YES	YES	5.900002
1	NA	NA	NO	NO	NO	NA

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	22100000	64QAM	36.510	1	3200000
2	36996000	64QAM	38.020	4	6400000
3	30596000	64QAM	38.020	3	6400000
4	25300000	64QAM	38.010	2	3200000
5	0	QAM_NONE	-	---	1600000
6	0	QAM_NONE	-	---	1600000
7	0	QAM_NONE	-	---	1600000
8	0	QAM_NONE	-	---	1600000

OFDM/OFDMA Overview

Channel Index	State	lin Digital Att	Digital Att	BW (sc's*fft)	Report Power	Report Power1_6	FFT Size
0	DISABLED	0.0000	0.0000	0.0000	0.0000	0.0000	2K
1	DISABLED	0.0000	0.0000	0.0000	0.0000	0.0000	2K

[ddude]

Speed test result from last 12 hours. ( every 15 minutes, wired network)

have a gigabit connection, but max speed was 324 Mbps at 3:53 am and lowest being 23Mbps at 10:23 am.

so the new modem seems to be performing similar to the old modem. ( speedtest on Old modem was able to Hit 800+ mbps ) though.  

[Malubaidy]

I'm facing exactly the same problem. My internet keeps dropping. I have this problem since they forced me to switch to ignite. The CSR pushed a "free" ignite TV which I never used with the switching process. Since that day of switching modems, it never stopped dropping. I called Roger's several times and I get the same answer everytime. Well, since the issue continue and no one seems to know how to fix it, and since I'm currently working from home relying heavily on the internet, I am actively researching now to find another company to switch to. Do you know a better option for internet provider in Brampton area?

[RogersRob]

Hello @Malubaidy,

Thank you for your post and welcome to the Community! I hope you and your loved ones are doing well and staying safe. 
Connection issues can make working from home difficult, you've come to the right place and we can certainly look into the issue with you. 

Can you please provide more information on the situation and share what troubleshooting steps you have done so far?

Regards,

RogersRob

[daniellejt20]

Hey, just wondering, was your issue ever resolved? I am currently experiencing this for over a month now? I have called many 15 times, no solution?

[RogersMoin]

Hello, @daniellejt20.

Thank you for joining this conversation, and welcome to Rogers Community Forums!

The Internet keeps disconnecting can be quite inconvenient; we can help find a solution for you. 

To get a clear picture of the issue, please answer the following:

• Are you experiencing frequent disconnections on a WiFi connection?
• Is the modem rebooting by itself when the connection dropped?
• What's the model of the modem?
• Are you using your own router?

We look forward to hearing from you!

Cheers,

RogersMoin