Internet and Wifi Disconnecting Daily

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Angela25
I've Been Here Awhile
Posts: 2

Re: Internet and Wifi Disconnecting Daily

Hey ya it’s the arris xb6
Datalink
Resident Expert
Resident Expert
Posts: 7,132

Re: Internet and Wifi Disconnecting Daily

@Angela25 can you follow the instructions shown here by @mozerd and myself to post the signal levels from that modem.  

 

https://www.dslreports.com/forum/r32715001-Rogers-BlueCurve-Gateway-Issues

 

Hopefully that data might show why you're experiencing the disconnects.



Richard8801
I've Been Here Awhile
Posts: 3

Re: Internet and Wifi Disconnecting Daily

Almost daily at 3:30 p.m. my internet fails.    First call to service the technician indicated that there was interference on the line which she determined was not in my house.  A repair was initiated and I received an automated call the next day advising the issue had been fixed.   For months, I had absolutely no problem.    Recently, the problem has returned.    The latest suggestion from customer service was to send me another modem.   I haven't installed it yet but still feel it must be a problem with Rogers line as absolutely nothing has changed in the house to cause any issues.    I am not a techie.   Could they have provided me with a poor quality splitter for the cable?   Any suggestions???

RogersCorey
Moderator
Moderator
Posts: 1,408

Re: Internet and Wifi Disconnecting Daily

Hello and welcome to our Community @Richard8801!

 

I would highly recommend that you install the replacement modem that we sent to you as your first step. We only send replacement modems after exhausting our troubleshooting steps.

 

If the issue persists after installing the new modem, please return to the forums here and I will have some further recommendations and support for you! 🙂

 

Regards,

RogersCorey

Richard8801
I've Been Here Awhile
Posts: 3

Re: Internet and Wifi Disconnecting Daily

Replacement modem has been installed. Same problem. Technician suggested when an outage occurs, unplug the modem and call support so Rogers might be able to see what happened to cause the outage.
RogersHarry
Moderator
Moderator
Posts: 44

Re: Internet and Wifi Disconnecting Daily

@Richard8801

 

Thanks for your post!

 

An ongoing technical issue can be bothersome

 

We'd like to take a closer look at this for you and run some tests. Please send a private message to @CommunityHelps so we can locate your information on our file and get started.

 

If you aren't familiar with our private messaging system please click here


 
Cheers
RogersHarry

tgen85
I've Been Here Awhile
Posts: 3

Re: Internet and Wifi Disconnecting Daily

For the last 2 weeks, my wifi has been terrible. The tv boxes in the living room and bedroom literally disconnect like 5+ times a day. My phone which will be in the same room, literally 2 feet away from the modem will sudden have no signal coming from wifi. While this is happening, my wired connection to my computer works perfectly fine. I have internet that is working perfectly.

 

I have had ignite Since January roughly, and my boxes and modem have been in the same spot the entire time. I haven't moved anything. I have touched nothing. This issue just cropped up completely randomly out of nowhere.

 

Please help, as this is basically making TV service unusable. 

 

I will add that I have had intermittent internet disconnects from wired as well, but this has been very rare compared to the frequency of my wifi issues. I suppose its possible the entire internet is cutting out and I'm just not noticing it, but it doesn't seem like it because I will have horrible problems trying to reconnect to the wifi even when the internet is up and running fine. I do a speed test and I'm getting my near 1 gig download and high up load, it just struggles to reconnect to the wifi. 

 

ndexLock StatusFrequencySNRPower LevelModulation
7
1
2
3
4
5
6
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
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25
26
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32
33
 
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
591 MHz
279 MHz
849 MHz
855 MHz
861 MHz
579 MHz
585 MHz
597 MHz
603 MHz
609 MHz
615 MHz
621 MHz
633 MHz
639 MHz
645 MHz
651 MHz
657 MHz
663 MHz
669 MHz
675 MHz
681 MHz
687 MHz
693 MHz
699 MHz
705 MHz
711 MHz
717 MHz
723 MHz
825 MHz
831 MHz
837 MHz
843 MHz
350 MHz
275600000
41.1 dB
40.5 dB
42.2 dB
42.2 dB
41.7 dB
40.7 dB
40.7 dB
41.5 dB
41.5 dB
41.0 dB
40.5 dB
41.0 dB
41.4 dB
41.5 dB
41.0 dB
40.8 dB
40.6 dB
40.8 dB
41.3 dB
40.9 dB
41.5 dB
41.2 dB
41.1 dB
41.1 dB
41.4 dB
41.6 dB
41.5 dB
41.2 dB
42.0 dB
42.0 dB
41.9 dB
42.2 dB
40.8 dB
NA
1.3 dBmV
-2.1 dBmV
4.5 dBmV
4.3 dBmV
3.4 dBmV
0.9 dBmV
0.8 dBmV
1.6 dBmV
1.9 dBmV
1.3 dBmV
0.9 dBmV
1.3 dBmV
2.2 dBmV
2.2 dBmV
1.9 dBmV
1.8 dBmV
1.5 dBmV
1.9 dBmV
2.2 dBmV
2.4 dBmV
2.4 dBmV
2.3 dBmV
2.1 dBmV
2.2 dBmV
2.6 dBmV
2.9 dBmV
2.8 dBmV
2.4 dBmV
4.6 dBmV
4.6 dBmV
4.2 dBmV
4.5 dBmV
0.0 dBmV
NA
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM
OFDM
IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type
Upstream
Channel Bonding Value
1
2
3
4
Locked
Locked
Locked
Locked
21 MHz
25 MHz
32 MHz
38 MHz
2560
5120
5120
5120
39.8 dBmV
40.8 dBmV
40.8 dBmV
40.3 dBmV
QAM
QAM
QAM
QAM
TDMA_AND_ATDMA
ATDMA
ATDMA
ATDMA
RogersAndy
Moderator
Moderator
Posts: 536

Re: Internet and Wifi Disconnecting Daily

Hey @tgen85!

 

Welcome to the community!

 

I can commiserate with the poor WiFi situation for sure, having experienced some dreadful wireless situations in my time. I can wholeheartedly appreciate wanting to get this resolved as soon as possible so you can enjoy your IgniteTV experience as intended. There's a few things we'd need to know to better assist if that's alright. Can you confirm the following for us?

 

  • Are you using Rogers provided Eero Mesh system or WiFi pods?
  • Alternatively are you using your own router or mesh network?
  • Have you spoken with support regarding this issue? Have pods been recommended?
  • If you're using pods has a technician been scheduled to assist you with addressing this issue?
  • When you're connecting a device, like a cell phone, in the home are you receiving full bars of connectivity, or less than in most of the home?
  • Is your modem located someplace central to where it's being used most and clear of obstruction? (ex. Not in a cabinet or on a floor)

Thanks so much, this should give us a better direction to assist!

 

@RogersAndy

tgen85
I've Been Here Awhile
Posts: 3

Re: Internet and Wifi Disconnecting Daily

I'm not using any mesh system or pods. I'm using the router that Rogers provided me with 3 boxes for ignite tv. The one for Ignite TV and gbps internet.

 

I did speak to support twice today and they sent a technician in the second time. They swapped out the ignite TVs boxes with new ones and did some other stuff. So far, the TV hasn't disconnected but my wifi download speed is very bad since this was done. Getting like 15mbps. The technician said not to restart the modem for some reason, not exactly sure why.

 

When I use my cellphone, I'm getting full bars.  What happens though is the tv box will disconnect, screen will go black, and I have to restart the TV box. During this time, my computer which is connected via wire works fine, but when I'm trying to use my phone during this time over wifi, it does not work. Says no connection. There is an exclamation mark beside the wifi logo on my phone and pages and things just don't load.

 

My modem it out in the open in my room. It has been in the same spot since I got the service almost a year ago. Nothing is blocking it. Nothing was moved. Nothing was changed. That is what's so confusing about the whole thing. It just randomly started happening out of nowhere in the last 2ish weeks.

tgen85
I've Been Here Awhile
Posts: 3

Re: Internet and Wifi Disconnecting Daily

Still suffering the same issue but I spoke to a great person via live chat and he went through a bunch of stuff with me for a while. He is going to have the modem replaced and hopefully that will fix the issue.