Internet and Wifi Disconnecting Daily

[Angela25]

Hey ya it’s the arris xb6

[Datalink]

@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]

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]

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]

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]

@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]

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

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Locked

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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

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2.6 dBmV

2.9 dBmV

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2.4 dBmV

4.6 dBmV

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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

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256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

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256 QAM

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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]

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'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]

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.