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Internet and TV: losing signal frequently for about 20 seconds each time

laurentroy
I'm Here A Lot

I started to have issue with my Internet connection 10 days ago (January 1st). I have Rogers Ignite (Ignite Internet 150u). We lose connection on all devices (tablet, pc, TV) for about 20 seconds every X minutes where X could be 15 minutes. In the evening, X is about 3 minutes, i.e. we lose connection every 3 minutes for about 20 seconds.
When we lose connection, we lose connection on all devices at the same time. It doesn’t matter if my son is gaming or not on his pc, i.e. I may lose connection to the TV while no other device is connected. I spoke to 3 technicians over the phone and 2 technicians came to my home. The first one replaced the modem. The second tried to fix the issue and had a few tests. When both left the house, they said the issue is fixed. The issue is not resolved.


It is not the Wi-Fi. For testing purpose, I used an Ethernet cable from the modem to my pc and I still have the same issue. The technician checked the cable outside my house and said it was okay. Usually, all devices are connected through Wi-Fi. The modem has been at the same location in the basement for many years. One of the PC is only 5 meters from the modem. I checked the modem when we lose connection, and the light stays white and it doesn't blink.
Please, can anybody help? Thank you.

 

 

 

***Edited Labels***

12 REPLIES 12

Re: Internet and TV: loosing signal frequently for about 20 seconds each time

laurentroy
I'm Here A Lot

I have been a Rogers’s customer since 1990. I paid a lot of money over 31 years. I’m planning to switch to VMedia. I’m just worry that if VMedia is using the same cable for the signal, I may have the same issue.

Re: Internet and TV: loosing signal frequently for about 20 seconds each time

stvntruong
I've Been Here Awhile

My WAN is disconnecting multiple times every day. It usually only drops for about a minute but it is happening multiple times every day. LAN seems to be fine. Any suggestions? Thanks.

 

Model: CODA-4582U

PMN: DOCSIS 3.1 wifi Gateway

 

LAN Up Time 004 days 10h:05m:43s
WAN Up Time 000 day 00h:14m:24s

 

Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 591000000 QAM256 -3.700 7 38.983
2 597000000 QAM256 -3.900 8 38.983
3 603000000 QAM256 -4.299 9 38.983
4 609000000 QAM256 -4.400 10 38.983
5 849000000 QAM256 -4.799 2 38.983
6 855000000 QAM256 -5.099 3 38.605
7 861000000 QAM256 -5.299 4 38.605
8 579000000 QAM256 -3.700 5 38.983
9 585000000 QAM256 -3.500 6 38.605
10 279000000 QAM256 -4.500 1 38.605
11 615000000 QAM256 -4.000 11 38.605
12   QAM256 false 0 false
13 633000000 QAM256 -4.000 13 38.605
14 639000000 QAM256 -3.599 14 38.605
15   QAM256 false 0 false
16 651000000 QAM256 -3.700 16 31.993
17 657000000 QAM256 -4.099 17 38.605
18 663000000 QAM256 -4.599 18 38.605
19 669000000 QAM256 -4.599 19 37.636
20 675000000 QAM256 -4.099 20 38.605
21 681000000 QAM256 -4.299 21 38.605
22 687000000 QAM256 -4.500 22 37.636
23 693000000 QAM256 -4.599 23 38.983
24 699000000 QAM256 -4.599 24 38.605
25 705000000 QAM256 -4.299 25 38.605
26 711000000 QAM256 -4.500 26 38.605
27 717000000 QAM256 -4.700 27 37.636
28 723000000 QAM256 -4.700 28 34.483
29 825000000 QAM256 -4.500 29 38.983
30 831000000 QAM256 -4.599 30 38.983
31 837000000 QAM256 -4.500 31 38.605
32 843000000 QAM256 -4.599 32 38.983
OFDM Downstream Overview
Receiver FFT type Subcarr 0 Frequency(MHz) PLC locked NCP locked MDC1 locked PLC power(dBmv)
0 NA NA NO NO NO NA
1 4K 275600000 YES YES YES -4.900002
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 38700000 64QAM 45.020 4 6400000
2 21100000 64QAM 43.510 1 3200000
3 32300000 64QAM 44.520 3 6400000
4 25900000 64QAM 44.270 2 6400000
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

Re: Internet and TV: loosing signal frequently for about 20 seconds each time

Good Evening @laurentroy and @stvntruong,

 

Welcome to the Rogers Community Forums! 

 

Thank you for both for your posts! I do understand how frustrating it can be to deal with any type of connectivity issues and we certainly want to have that addressed. 

 

Since we are seeing the disconnects on both the Ethernet connection and Wireless it would seem to indicate an issue with the signal that we may need to further investigate this.  

 

Please feel free to send us a private message at @CommunityHelps. You can find details about our private messaging in this blog.

 

 

Cheers
RogersJermaine
 

Re: Internet and TV: losing signal frequently for about 20 seconds each time

RRF1
I Plan to Stick Around
It may help to check if your immediate neighbors are having similar issues.

In my case I had to escalate my issue to the Maintenance department after Service could not find any problem. It took 3 techs 4 days before they found that my neighbor's cable was grounded to their gas line. a big no no...and was generating interference.

That neighbor had similar issues as me, but he was convinced to switch from Digital to Ignite, when all he needed was a proper ground.

Escalate, and be persistent. The right tech will figure it out.

Re: Internet and TV: loosing signal frequently for about 20 seconds each time

@laurentroy don't switch to another provider until you've been able to resolve the disconnect issue.  That will probably require multiple conversations with tech support and possibly multiple tech visits by contractor techs until a real Rogers tech is assigned to determine what the problem is.  The problem could be simple, such as an external cable and connector swap to some problem further upstream which will require a Rogers tech or Maintenance Crew to resolve.  Patience is a key word here.  Don't assume that the problem might be solved after a single tech visit.  I doubt that is the normal result these days.  After any tech visit, or maintenance action, wait for a few weeks to ensure that the problem is resolved.  

 

Switching to another provider who uses Rogers cable infrastructure will result in a much longer process to see any problems resolved.  The larger incumbents force a multi-step procedure on TPIAs prior to any tech support by those larger ISPs.  That is a source of constant complaints by TPIA customers. 



Re: Internet and TV: loosing signal frequently for about 20 seconds each time

@stvntruong I agree with the idea to check with the neighbours to see if their also experiencing any problems.  If so, that points to problems at the local tap or further upstream instead of a local cable problem that is isolated to you.  That should shift the focus of any tech investigations to a Rogers tech or Maintenance Crew instead of a contractor tech. 

 

Can you reboot/restart the modem and then post the signal levels again.  While you signal levels are low, their not low enough to account for the missing Docsis 3.0 values in the upper table.  It would appear that you have problems with the external cable and/or connectors.  That would account for the difference in the LAN and WAN up times.  

 

Personal opinion I'd be on the phone with tech support to register a complaint when a disconnect occurs.  I don't now how practical that might be these days given the number of complaints about slow tech support service.  I'd still give that a try however.

 

1.  Are you in a house or a condo/apartment/highrise etc, etc?

2.  If you're in a house, do you have underground or overhead cabling to the house?

3.  If you're in a house, do you happen to know how long the external cable has been in place?



Re: Internet and TV: losing signal frequently for about 20 seconds each time

laurentroy
I'm Here A Lot

Hi all.
I checked with my neighbor on the second day. He had no issue with Rogers. I live in a townhome. The cable is underground. I don’t believe the cable has been changed in the last few months.
I just lived next to a French High School in Ottawa. They resumed on-line learning on Tuesday January 11th after the Holidays break. My son is attending this High School. On Wednesday January 12th at noon, I received an email from the school about internet connection issues they have. They suspended on-line learning on that day. The email said that a Rogers’s technician was already on site to investigate the issue. Obviously, Rogers
paid more attention to the request from the school (900 students impacted) than me. Since I got the email (22 hours ago), I did not lose the internet once. When I talked to the Rogers’s technicians in the previous days (on the phone or in person), I had to argue the problem was not the Wi-Fi or the location of the modem. They spend very little time to investigate the issue. I guessed the technician that went to the High school did a better job, resolved the issue and the issue was not only for my house. Fingers crossed for the next few days. Thank you.

Re: Internet and TV: losing signal frequently for about 20 seconds each time

@laurentroy if you're really close to the school, its possible that you're connected to the same neighbourhood node that the school is connected to.  If so, I wonder if the problem was with the neighbourhood node?

 

Are you close to the new French high school in Stittsville?

 

Can you repost your signal levels again, just to see if there's a difference?



Re: Internet and TV: losing signal frequently for about 20 seconds each time

laurentroy
I'm Here A Lot

I live in Gloucester (east of Ottawa) and I'm close to Samuel-Genest HS. I did not post signal levels. Someone else with the same issue did. How can I get the signal levels? I did not have any issue in the last 36 hours. It is not back: I lose connection every 10 minutes this morning. I called the Samuel-Genest HS to see if they experience issue this morning. They said no. The issue they had was about a faulty cable. Apparently, a squirrel was responsible for it. 

Re: Internet and TV: loosing signal frequently for about 20 seconds each time

stvntruong
I've Been Here Awhile

I have reset the modem, here are the new signal levels. I have not been able to ask my neighbors if they also have issues.
1. I live in a house.
2. Cables are overhead.
3. I do not know how long the external cables have been in place.

Thanks,

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000QAM256-3.500738.983
2597000000QAM256-3.700838.605
3603000000QAM256-4.099938.983
4609000000QAM256-4.2001038.605
5849000000QAM256-4.500238.983
6855000000QAM256-4.700338.983
7861000000QAM256-4.900438.605
8579000000QAM256-3.299538.983
9585000000QAM256-3.299638.983
10279000000QAM256-4.299138.605
11615000000QAM256-3.7991138.605
12 QAM256false0false
13633000000QAM256-3.9001338.983
14639000000QAM256-3.5001438.605
15 QAM256false0false
16651000000QAM256-3.5001633.834
17657000000QAM256-3.9001738.605
18663000000QAM256-4.4001838.605
19669000000QAM256-4.4001938.605
20675000000QAM256-3.7992038.605
21681000000QAM256-4.0002138.605
22687000000QAM256-4.2002237.636
23693000000QAM256-4.2992338.605
24699000000QAM256-4.4002438.605
25705000000QAM256-4.0002538.605
26711000000QAM256-4.2002638.605
27717000000QAM256-4.4002737.636
28723000000QAM256-4.2992833.269
29825000000QAM256-4.2002938.983
30831000000QAM256-4.2003038.983
31837000000QAM256-4.0993138.983
32843000000QAM256-4.2993238.983
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES-4.799999
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
13870000064QAM45.02046400000
22110000064QAM43.26013200000
33230000064QAM45.02036400000
42590000064QAM45.02026400000
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

Re: Internet and TV: losing signal frequently for about 20 seconds each time

tulowindow
I Plan to Stick Around

I have the same issues. Frequent micro disconnects and my latency is spiking all day until after midnight.

Exact same garbage happened all of last winter.


We're locked down in Ontario and everyone is at home in my neighborhood and the node clearly can't handle it. Everytime we get locked down, internet bad. Everything is open and people leave their houses. Ok internet is acceptable. (note, still not good)

 

Don't hold your breath waiting for Rogers to do something meaningful. You'll get the same info about modems and wifi & wiring and tech visits. It's all nonsense. It's Rogers, trust me. It always is. They invest a load of time and resources into basic resolutions for low tech savvy customers and don't listen to people who often know more than they do.

 

Also, don't go to vMedia or any other 3rd party company. they are just redistributing bell or rogers. If Bell is an option for you, I would heavily suggest them if they have good infrastructure in your area. They don't always in certain places. A good Bell connect is better than Rogers 100% of the time though. If Bell is good in your area, then a redistributed company which costs less might actually be a good option, but don't get the same cable package through a reseller, you'll end up even less happy when you see the customer service is somehow slower than Rogers.

 

 

Re: Internet and TV: losing signal frequently for about 20 seconds each time

RRF1
I Plan to Stick Around

If you are having periodic disconnects, it is usually not related to congestion issues.

Congestion issues (too many subscribers on your segment) will show as a performance issue...slow service, high latency etc.

Disconnects that cause the modem to re-sync are usually cabling and interference issues. That is not to say that these issues will not affect your performance...they will...it is just that congestion issues do not normally cause disconnects.

 

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