Internet dropped connection

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I Plan to Stick Around
Posts: 11

Re: Internet dropped connection

Just experienced my first drop in two days.

 

I can't seem to paste a nice chart like earlier.

 

LAN Up Time 002 days 01h:58m:11s WAN Up Time

000 days 01h:03m:29s

 

DOCSIS Wan info.

 

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 639000000 256QAM -5.800 14 37.636
2 849000000 256QAM -11.400 2 35.780
3 855000000 256QAM -11.800 3 35.595
4 861000000 256QAM -12.400 4 35.780
5 579000000 64QAM -5.400 5 4.191
6 585000000 64QAM -5.300 6 4.191
7 591000000 64QAM -5.400 7 4.191
8 597000000 64QAM -5.500 8 4.191
9 603000000 64QAM -5.500 9 4.191
10 609000000 64QAM -5.700 10 4.191
11 615000000 256QAM -5.600 11 38.605
12 621000000 256QAM -5.600 12 37.356
13 633000000 256QAM -5.500 13 36.387
14 279000000 256QAM -4.100 1 40.946
15 645000000 256QAM -6.000 15 38.983
16 651000000 256QAM -5.900 16 38.983
17 657000000 256QAM -5.900 17 38.605
18 663000000 256QAM -6.000 18 37.356
19 669000000 256QAM -6.400 19 35.780
20 675000000 256QAM -7.400 20 34.926
21 681000000 256QAM -8.500 21 35.084
22 687000000 256QAM -8.900 22 36.610
23 693000000 256QAM -9.000 23 37.356
24 699000000 256QAM -8.700 24 37.636
25 705000000 256QAM -8.900 25 36.610
26 711000000 256QAM -9.300 26 34.926
27 717000000 256QAM -9.500 27 34.484
28 723000000 256QAM -9.700 28 35.084
29 825000000 256QAM -11.100 29 37.356
30 831000000 256QAM -11.100 30 35.780
31 837000000 256QAM -11.500 31 35.084
32 843000000 256QAM -11.900 32 35.084
OFDM Downstream Overview
Receiver FFT type Subcarr 0 Frequency(MHz) PLC locked NCP locked MDC1 locked PLC power(dBmv)
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 22100000 ATDMA - 64QAM 45.500 1 3200000
2 36996000 ATDMA - 64QAM 45.500 4 6400000
3 30596000 ATDMA - 64QAM 45.500 3 6400000
4 25300000 ATDMA - 64QAM 45.500 2 3200000
I've Been Here Awhile
Posts: 3

Re: Internet dropped connection

My PC connection (wifi, not LAN)is working right now as I am posting this message from it. However, my Google Home, NEST, WEMO light switch are all offline. Would appreciate any suggestion on how to fix this. Thank you.

(BTW, the splitter model is Antronix MVRA902B, with eight ports).

I Plan to Stick Around
Posts: 11

Re: Internet dropped connection

It's all happening again. 

 

Dropped twice this morning.  This is the latest after coming back online.

 

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 633000000 256QAM -14.300 13 27.724
5 579000000 64QAM -13.900 5 4.191
6 585000000 64QAM -13.900 6 4.191
7 591000000 64QAM -14.000 7 4.191
8 597000000 64QAM -13.900 8 4.191
9 603000000 64QAM -13.900 9 4.191
10 609000000 64QAM -14.100 10 4.191
14 639000000 256QAM -14.400 14 27.724
15 645000000 256QAM -14.800 15 27.579
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 NA NA NO NO NO NA
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 25300000 ATDMA - 64QAM 45.250 2 3200000
2 36996000 ATDMA - 64QAM 45.250 4 6400000
3 30596000 ATDMA - 64QAM 45.250 3 6400000
4 22100000 ATDMA - 64QAM 45.250 1 3200000
OFDM/OFDMA Overview
Channel Index State lin Digital Att Digital Att BW (sc's*fft) Report Power Report Power1_6 FFT Size

 

DOCSIS Logs
The DOCSIS event logs is shown here

(Logs Removed due to Mac Address showing - Keep it Private - RogersTony)

 

Resident Expert
Resident Expert
Posts: 6,050

Re: Internet dropped connection

@vistaliving12 you've got some serious cable signal issues.  When you see that you don't have 32 channels running in the upper group, that the signal to noise ratios are showing 4.191 which appears to be a default, and/or the OFDM Downstream overview shows both channels inactive, call tech support.  Don't reboot the modem.  Have the Customer Service Rep run a Signal check on the modem, and on the modems for your immediate neighbours who are connected to the same local tap.  The CSR should keep on going upstream, checking for signal issues to determine where this problem starts.  This looks like it requires a Senior Tech (Rogers tech) or a maintenance crew. 

 

Unfortunately, in cases like this, it take persistence on the part of the customer to call tech support.  Put Tech Support on speed dial and don't hesitate to use it.  Call every day, as many times as necessary to track this down.  If Tech Support can troubleshoot this while its happening, that will or should ensure that the right level of tech is dispatched.  

 

Now, if you're already had a couple of tech visits, contact the moderators @CommunityHelps to arrange for a Senior tech visit. 



Resident Expert
Resident Expert
Posts: 6,050

Re: Internet dropped connection

@ep8 do you happen to have an F-81 connector at your disposal?  They look like this:

 

https://www.lowes.ca/coax-cable/ideal-3-ghz-f-splice-adapter-4-pack_g1200823.html?SearchTerm=85-339

 

The problem here is that the amplifier can hide cable signal issues that cause problems such as what you're experiencing.  It depends to a degree on which amplifier port the modem is connected to.  So, if you can isolate the modem cable, that is determine which one of the cables connects the modem to the amplifier, then disconnect it and using the F-81 connector, connect that cable directly to the incoming cable.  You can then call tech support to run a signal check on the modem to determine if you have an ongoing signal issue.  At that point you can also log into the modem and copy the Downstream Overview table and paste that into a post.  That's the lower table on the STATUS …. DOCSIS WAN page.  Copy the whole table and paste that into a post.  With that info on hand, it should be easier to determine if there is an ongoing signal issue. 

 

Note that the modem should be connected to the VOIP port, unless of course you're using that port for a VOIP phone system.  If so, then the modem would be connect to one of the amplified ports.  That VOIP port is not amplified in order to prevent any packet loss which can be see thru the amplifier section of the amp.  There is a 3 dB drop thru that VOIP port, which is the same that you would see thru a two port splitter (one input, two outputs).

 

Fwiw, that F-81 connector is the same that is found in the wallplate ports for cable connections.  

 

So, that's the best that can be done I believe.  With the amp in place and without knowing what port the modem is connected to, any signal check won't show accurate signal data for the present signal levels when they arrive at the home.



I Plan to Stick Around
Posts: 11

Re: Internet dropped connection

Connection came back about 1h ago.  Here are the latest numbers.  Looks like some ports are outside the "optimal" range.

 

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 591000000 256QAM -4.900 7 35.780
2 855000000 256QAM -10.400 3 36.387
3 861000000 256QAM -11.000 4 36.387
4 579000000 256QAM -4.900 5 37.356
5 585000000 256QAM -4.800 6 35.780
6 849000000 256QAM -9.800 2 36.387
7 597000000 256QAM -4.700 8 36.610
8 603000000 256QAM -4.700 9 38.983
9 609000000 256QAM -4.900 10 40.366
10 615000000 256QAM -4.700 11 38.605
11 621000000 256QAM -4.600 12 37.636
12 633000000 256QAM -4.500 13 36.610
13 639000000 256QAM -4.600 14 37.636
14 645000000 256QAM -4.800 15 38.983
15 651000000 256QAM -4.700 16 40.366
16 657000000 256QAM -4.500 17 38.983
17 663000000 256QAM -4.500 18 37.356
18 669000000 256QAM -4.800 19 35.780
19 675000000 256QAM -5.500 20 35.780
20 681000000 256QAM -6.300 21 35.780
21 687000000 256QAM -6.900 22 37.356
22 693000000 256QAM -7.900 23 37.636
23 699000000 256QAM -8.200 24 37.356
24 705000000 256QAM -8.200 25 36.610
25 711000000 256QAM -8.500 26 35.084
26 717000000 256QAM -8.600 27 34.926
27 723000000 256QAM -8.800 28 35.084
28 825000000 256QAM -9.200 29 37.636
29 831000000 256QAM -9.400 30 36.610
30 837000000 256QAM -9.800 31 35.595
31 843000000 256QAM -10.100 32 35.595
32 279000000 256QAM -4.000 1 40.366
OFDM Downstream Overview
Receiver FFT type Subcarr 0 Frequency(MHz) PLC locked NCP locked MDC1 locked PLC power(dBmv)
0 4K 275600000 YES YES YES -4.599998
1 NA NA NO NO NO NA
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 30596000 ATDMA - 64QAM 40.750 3 6400000
2 36996000 ATDMA - 64QAM 42.000 4 6400000
3 22100000 ATDMA - 64QAM 42.000 1 3200000
4 25300000 ATDMA - 64QAM 42.000 2 3200000
OFDM/OFDMA Overview
Channel Index State lin Digital Att Digital Att BW (sc's*fft) Report Power Report Power1_6 FFT Size
0 DISABLED 0.5000 0.0000 0.0000 -inf -1.0000 4K
1 DISABLED 0.5000 0.0000 0.0000 -inf -1.0000 4K

I Plan to Stick Around
Posts: 11

Re: Internet dropped connection

With numbers like that of above, would you see drops or disruptions?  Or would we just see slower speeds, etc.

I'm just reading more and some people have signals outside the -10/10dBmV range and don't have disruptions.  Or all situations standalone in what manifests at the user end?

Resident Expert
Resident Expert
Posts: 6,050

Re: Internet dropped connection

@vistaliving12 the problem at this point is that yes, you do have DOCSIS 3.0 Downstream channels (1 to 32) that do have low values in the signal level column, however, that is a moot point as the modem isn't using those channels for Downstream ops.  Its using the DOCSIS 3.0 OFDM channel as can be see by the singular active OFDM channel.  And, as I've probably said earlier, there simply isn't enough data presented to the user, and personal opinion, for tech support to really determine the health of that channel.  I would surmise that any interruptions in service are probably due to the modem running into problems with that OFDM channel reception and its processing.  One indication of the health of that channel is the QAM number which isn't presented to the user, as is done for the upper DOCSIS 3.0 channels.  The range for the OFDM channel is 64 QAM up to 1024 QAM, with 64 being the lowest and 1024 being the highest.  1024 QAM requires the least amount of noise in the cable system, while 64 QAM will result from operation in a higher noise environment.  If the modem can't use 64 QAM as a minimum, it will switch over to the DOCSIS 3.0 channels and stop using the OFDM channel.  Fwiw, the signal range for DOCSIS 3.0 channels is basically +/- 15 dBmV, ideally sitting at 0 dBmV.  I've only seen one individual run below -15 dBmV with perfect Signal to Noise ratios.  So, while its possible to run at low receive power levels, you have to have everything else in your favour.   If not, you start running into problems in the -7/8 dBmV range.  That's what we've historically seen in the forum, despite the wider DOCSIS signal specs.  

 

What you could do is call tech support, ask the Customer Service Rep to run a signal check and then ask for the numbers for the OFDM channel.  Tech Support does have access to them, but, its only a single value for QAM level, Signal to noise ratio and Signal level.  From what I remember from previous discussions, I believe that tech support can access those numbers, but they might be on the second page of the data display, so, you may have to cue the CSR to go looking for those numbers.  I for one would be interested in the QAM number, just to see if there is any connection to that value and the problems that you're having.  

 

At the end of the day, what is really required is for the field techs to ensure that the lower 0 to 500 Mhz range is working as it should, given that the upsteam channels are running in the 25 to 30 Mhz range and the Downstream OFDM channel is running in the 275.6 to 4467.6 Mhz range.  Anything above that is superfluous if the modem isn't running any of the DOCSIS 3.0 channels or if Rogers hasn't implemented the first frequency expansion up to 1218 Mhz as allowed under DOCSIS 3.1.  As far as I'm aware, at the present time, Rogers has not started to use the 1218 Mhz frequency expansion.  

 

So, considering that your having problems and that the modem is still hanging in there with DOCSIS 3.1, you need a field tech to determine what the problem is in that 0 to 500 Mhz range in the cable system. 

 

Can you log into your modem and check the Software (Firmware) version that is loaded?  Its located on the Status page which is displayed automatically when you log into the modem. 



I Plan to Stick Around
Posts: 11

Re: Internet dropped connection

Hardware Version 2A

Software Version 2.0.10.36T6

I Plan to Stick Around
Posts: 11

Re: Internet dropped connection

I just wanted to give an update. Since the initial problems, we would experience additional service problems with tv, home phone and internet. The internet seem to be the most sensitive to issues. I would literally have two or three open tickets. One would be resolved and another started within a couple of hours.

There seem to be an issue with one of the nodes as issues were not isolated to me. I started noticing that Rogers techs were visiting my whole street several times a day.

I finally noticed one tech who went up and down the street and worked on all the blvd pedestals. I haven’t had a problem since.

So going back to the initial tech that came and wanted to run a new line. Not impressed and I wish I could follow up with his superiors about how they troubleshoot problems.