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

[laurentroy]

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***

[laurentroy]

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.

[stvntruong]

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

[RogersJermaine]

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
 

[RRF1]

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.

[Datalink]

@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. 

[Datalink]

@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?

[laurentroy]

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.

[Datalink]

@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?

[laurentroy]

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. 

[stvntruong]

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 ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	QAM256	-3.500	7	38.983
2	597000000	QAM256	-3.700	8	38.605
3	603000000	QAM256	-4.099	9	38.983
4	609000000	QAM256	-4.200	10	38.605
5	849000000	QAM256	-4.500	2	38.983
6	855000000	QAM256	-4.700	3	38.983
7	861000000	QAM256	-4.900	4	38.605
8	579000000	QAM256	-3.299	5	38.983
9	585000000	QAM256	-3.299	6	38.983
10	279000000	QAM256	-4.299	1	38.605
11	615000000	QAM256	-3.799	11	38.605
12		QAM256	false	0	false
13	633000000	QAM256	-3.900	13	38.983
14	639000000	QAM256	-3.500	14	38.605
15		QAM256	false	0	false
16	651000000	QAM256	-3.500	16	33.834
17	657000000	QAM256	-3.900	17	38.605
18	663000000	QAM256	-4.400	18	38.605
19	669000000	QAM256	-4.400	19	38.605
20	675000000	QAM256	-3.799	20	38.605
21	681000000	QAM256	-4.000	21	38.605
22	687000000	QAM256	-4.200	22	37.636
23	693000000	QAM256	-4.299	23	38.605
24	699000000	QAM256	-4.400	24	38.605
25	705000000	QAM256	-4.000	25	38.605
26	711000000	QAM256	-4.200	26	38.605
27	717000000	QAM256	-4.400	27	37.636
28	723000000	QAM256	-4.299	28	33.269
29	825000000	QAM256	-4.200	29	38.983
30	831000000	QAM256	-4.200	30	38.983
31	837000000	QAM256	-4.099	31	38.983
32	843000000	QAM256	-4.299	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	-4.799999

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	38700000	64QAM	45.020	4	6400000
2	21100000	64QAM	43.260	1	3200000
3	32300000	64QAM	45.020	3	6400000
4	25900000	64QAM	45.020	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

[tulowindow]

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.

[RRF1]

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.

[PoppaDan]

I have exactly same issues. New line, new modem, multiple service calls..no improvement. Going to change carriers soon.

[RogersCorey]

Greetings @PoppaDan!

I am sorry to hear that you've been having ongoing issues. We don't want to lose you as a customer so please give me another chance to take a look at your connection and see if I can find you a permanent solution.

Feel free to send a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.  

Regards,

RogersCorey