Internet connection timing out

Need Help?

That's what we're here for! The goal of the Rogers Community is to help you find answers on everything Rogers. Can't find what you're looking for? Just ask!
cancel
Showing results for 
Search instead for 
Did you mean: 
Reply
Highlighted
I Plan to Stick Around
Posts: 44

Re: Internet connection timing out

Here I am again posting thethered to my phone to post. Same old issue...modem can't establish a connection.

 

Another call in to tech support on the same issue.

 

Says work order has a note that I wasnt home. He again confirmed I shoudnt need to be home and put another work order in.

 

Feels like im going in circles...

Highlighted
Resident Expert
Resident Expert
Posts: 6,600

Re: Internet connection timing out

You should be pinging off of customer support to rebate your internet costs given that you can't use it in it's current state.



Highlighted
I Plan to Stick Around
Posts: 44

Re: Internet connection timing out

Yeah, I have Rogers on speed dial these days

Highlighted
Resident Expert
Resident Expert
Posts: 6,600

Re: Internet connection timing out

Understand, but I'm not talking about tech support.  Call customer support or Billing and have a conversation with the CSR regarding your non-existent internet.  Request a rebate for your costs.  I've had other forum member do the same when their service was non-existent and the result was an rebate, some still ongoing due to the issues with the service.



Highlighted
I Plan to Stick Around
Posts: 44

Re: Internet connection timing out

An update:

 

Still having the issues.

 

1. Swapped the modem today so tech support can stop asking me to do that everytime I call in -- still had same issues occur and signal levels are the same as previous (no suprise)

 

2. ANOTHER tech came out said line is fine, i showed him the modem signals and he said that he is not trained on that and doesn't know what it means. He says his signal tester shows my line is in the allowed range.

 

Tech says they wont run a new drop if the singals are in the acceptable range whicih they are. event if on the edge of acceptable. He said it is still acceptable. 

 

So nothing will get done apparently...

 

 

Highlighted
Resident Expert
Resident Expert
Posts: 6,600

Re: Internet connection timing out

Ugh, can you repost the downstream and upstream levels just see where they are now?



Highlighted
I Plan to Stick Around
Posts: 44

Re: Internet connection timing out

Here it is:

 

Downstream

Port

1

2

3

4

5

6

7

8

Frequency (MHz)

669.000

675.000

681.000

687.000

693.000

699.000

705.000

711.000

Modulation

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

Signal power (dBmV)

-3.80

-4.08

-4.20

-4.39

-4.44

-4.32

-4.53

-4.53

Signal noise ratio (dB)

37.092

37.092

36.844

36.844

37.092

37.092

37.092

36.844

Channel ID

61

62

63

64

65

66

67

68

Upstream

Port

1

2

3

4

Frequency (Hz)

30596000

23700000

38596000

 

Bandwidth (kbps/KHz)

6400000

6400000

3200000

 

ModulationType

ATDMA

ATDMA

ATDMA

 

Signal power (dBmV)

52.0000

51.9600

52.0000

 

Channel ID

5

6

7

 

Highlighted
Resident Expert
Resident Expert
Posts: 6,600

Re: Internet connection timing out

Your upstream signal levels are still terrible, what do your data rates currently show from a speedtest?

 

PM sent to @RogersMoin to have a look at this.



Highlighted
I Plan to Stick Around
Posts: 44

Re: Internet connection timing out

Internet speeds are great.

 

Down: 59.08Mbps

Up: 11Mbps

 

this is according to rogers speed tests.

 

It's that the connection goes out and I require rebooting the modem mutiple times a day and in the worst cases it doesnt re-establish a connection for a long time. Mode keeps cycling through the first two yellow "house" lights.

Highlighted
Resident Expert
Resident Expert
Posts: 6,600

Re: Internet connection timing out

So when it works, it works well, the only problem being that it doesn't work as it should, ie: without dropping connection which requires numerous reboots during the day, which is a really good indicator of a cable or connector failure.  I've asked @RogersMoin to have a look at this when he can.  Hopefully he can see that this gets resolved.  I'm surprised that you're not back down to 2 upstream channels.