Internet and Wifi Disconnecting Daily

[RRwest]

Hello, need assistance with an on going issue since Rogers Ignite was installed over a year ago. Internet, phone and TV are all using the Ignite service, and I am experience daily drops in Wifi. When Wifi disconnects, it will last about 5 minutes, TV will also go black, phone continues to work along with any wired devices. This has occurred almost daily for the past year, sometimes multiple times a day.  The issue often resolves itself within 5 minutes and pods will begin flashing after the Wifi reconnects. After a couple minutes they stop flashing.

About 3 times per week, everything will disconnect including wired/ wireless devices and phone line/ TVs. The Xb6 modem will flash yellow, and eventually flash white then turn solid white. I have called Rogers numerous times, without receiving any information as to what could be causing this issue (I am always told the connection looks good from their end after a 1-2 hour conversation). We have tried using pods/ not using pods, moving modem and pod locations, disabling any device not in use, unplugging modem. The modem and pods have been replaced, TV boxes have been replaced. We even upgraded our internet to the Ignite Internet 500u package for a month to see if that would make a difference, which it did not. We have had more tech visits than I can remember, each time we are simply told everything appears to be ok. We really need some assistance, as this is getting ridiculous at this point, we simply cannot call Rogers every day and request a tech is sent out only to be told the exact same thing as before. When the internet is connected the speed is great, however it is not reliable. 

Copy of downstream/ upstream: 

IndexLock StatusFrequencySNRPower LevelModulation

Downstream

Channel Bonding Value

15

1

2

3

4

5

6

7

8

9

10

11

12

13

14

16

17

18

19

20

21

22

23

24

25

26

27

28

29

30

31

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

645 MHz

627 MHz

849 MHz

855 MHz

861 MHz

579 MHz

585 MHz

591 MHz

597 MHz

603 MHz

609 MHz

615 MHz

621 MHz

633 MHz

639 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

293600000

40.2 dB

40.4 dB

36.9 dB

36.4 dB

35.6 dB

40.8 dB

40.7 dB

40.7 dB

40.6 dB

40.6 dB

40.5 dB

40.3 dB

40.3 dB

40.4 dB

40.2 dB

40.1 dB

40.0 dB

40.0 dB

39.8 dB

38.8 dB

39.7 dB

39.5 dB

39.6 dB

39.5 dB

39.0 dB

39.1 dB

38.7 dB

38.7 dB

36.7 dB

36.9 dB

37.0 dB

36.9 dB

40.0 dB

NA

4.4 dBmV

5.0 dBmV

-1.1 dBmV

-2.0 dBmV

-3.6 dBmV

5.7 dBmV

5.6 dBmV

5.6 dBmV

5.6 dBmV

5.3 dBmV

5.2 dBmV

5.0 dBmV

4.9 dBmV

4.8 dBmV

4.5 dBmV

4.2 dBmV

4.2 dBmV

4.2 dBmV

4.0 dBmV

3.8 dBmV

3.6 dBmV

3.6 dBmV

3.6 dBmV

3.6 dBmV

3.0 dBmV

2.9 dBmV

2.5 dBmV

2.6 dBmV

0.5 dBmV

0.3 dBmV

0.3 dBmV

0.6 dBmV

3.7 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
Locked	Locked
30 MHz	36 MHz
5120	5120
39.8 dBmV	41.0 dBmV
QAM	QAM
ATDMA	ATDMA

Any information/ assistance would be greatly appreciated. 

Thank you

[Richard8801]

Thanks for the offer of assistance.   For now the problem seems to have fixed itself.

[Tmhage]

I have these exact issues. It happened maybe once or twice daily before, but today it's been going non stop. Just constant disconnect and then it goes to orange flashing reboot. 

[RogersAndy]

Hey @Tmhage!

Sorry to hear you're having issues with your service connectivity! Sounds like there may be an issue with the RF signal to your modem. Have you spoken with Rogers support yet to determine if it's a local issue requiring a technician or if it's a larger concern that needs maintenance?

Keep us posted!

@RogersAndy

[RainbowConnect]

Multiple daily disconnects on Ignite. My modem resets itself at least two times a day, a lot more some days. It usually stays offline for approximately 2-3 minutes and comes back on. 

We subscribe to the fastest Internet service. 
Support so far:
•Constant resets of the modem
•Two tech visits

•One modem replacement

•New router for in the house

We don't have another option with the speed we need for our home or we would have switched already. At a loss for what to try next.

[RogersJermaine]

Hi @RainbowConnect,

Thank you for your very first post and welcome to the Community!

It looks like you have completed a lot of the troubleshooting and we appreciate the information provided. 

A few things if we can ask just to rule out. Is the modem itself plugged directly into the outlet or is it connected into a power bar? 
Also are you using your own router? 
What is the light pattern on the modem when you lose connection? 

Some of our Residential Experts may also be able to provide some further information @Datalink @Gdkitty @-G-

Thank you and we are looking forward to your reply. 

RogersJermaine
 

[-G-]

@RogersJermaine  What additional stats are you (or your support teams) able to look at to troubleshoot this problem?  Is some other glitch occurring that causes a primary channel in a downstream bonding group to go down, which could trigger some modem/gateways to reset or cause others to reset the DOCSIS WAN interface and reregister?

We're looking for something that could occur even when line conditions and noise stats look good.  If D3.1 upstream is enabled or the area has been upgraded to R-PHY, we could also be dealing with some interoperability issues between the modem/gateway and the CMTS or DAA Node.

[RogersJermaine]

Hey @-G-

Our tools will give us information on the signal levels, making sure the transmit and receive levels are good, and everything is in the correct specifications.

We can see if there is any history of area issues. Compare results from prior tests that may of been run with an agent. Those are things that we use to help determine causes of intermittency.

We do not have much information on the D3.1 upstream status.

Taking a deeper look, if we have had two of our technicians out and swapped out the modem we want to just verify if anything else can be causing the issue such as a power bar or another router. 

Cheers 
RogersJermaine