Internet dropped connection

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Moderator
Moderator
Posts: 313

Re: Internet dropped connection

Hey @vistaliving12!

 

I know it's frustrating to have to have frequent tech visits and tickets before seeing a resolution. I'm so glad though to hear that the issue has been resolved! Definitely keep us apprised should there be any further concerns.

 

@RogersAndy

I've Been Around
Posts: 1

Re: Internet dropped connection

Issues with hitron modem

 

My modem is having seriously reliability issues where we have to reset it at least twice a day. It's been like this for 4 months now. Can I take it into any Rogers store/location for a swap?

Resident Expert
Resident Expert
Posts: 6,433

Re: Internet dropped connection

@Luna-and-Kyla you might have to call tech support to ask the Customer Service Rep to generate a work order for you.  This is a recent twist where a work order is required to swap modems at the closest Rogers Store.  Additionally, some stores appear to require a work order and some don't.  I don't know what separates one from the other.  What you could do is call the local store to determine if they have your modem model in stock.  

 

You probably have a black Hitron CGN3xxx or which Hitron CODA-4582 modem.  There is a product sticker at the back of the modem which will give the exact modem model.  Can you let us know what model you have?

 

If you have the new Ignite TV service, then you would have one of the new Arris or Technicolor XB6 modems.  

 

My guess is that you don't have a modem problem, as the modems are pretty reliable.  Usually problems arise due to the deterioration of the external cable and connectors.  To determine that, if and when the modem is out of service, call tech support and ask the Customer Service Rep to run a signal check to see what turns up.  Advise the CSR that you have to reboot the modem to bring it back into service.  That's usually an indication of cable signal problems.  The reboot will temporarily resolve the issue, but it won't solve the underlying problem.  Don't reboot the modem prior to calling tech support if in fact it's dropped out of service.  Leave it as is for the time being until you're done with tech support.  The best time to call is when the problem is underway, so that the CSR can check for modem issues and local neighbourhood issues.

 

If you happen to have one of the Hitron modems, you can also log into the modem, navigate to the STATUS .... DOCSIS WAN tab and copy the Downstream Overview, all the way down to the bottom of the Uptream Overview in the case of the CGN3xxx modem, or down to the bottom of the OFDM/OFDMA section for the CODA-4582 modem.  Highlight or select that entire table, right click, select Copy.  Then open a new post and right click, select Paste to paste in that table.  It will paste in just like any other document section.  

 

That table should shed some light on the problems that your having.  

 

There is always the change that the modem is at fault, but, given the serviceability stats for the modems, my bet is on the cable and its connectors. 



I Plan to Stick Around
Posts: 11

Re: Internet dropped connection

So I’ve been with Rogers for over 10 years. I’ve had consistent issues throughout this time. I’ve dealt with it since there was no one else to go to as far as speed. Bell offers me 5 down which isn’t worth it for me. Start.ca is installing fibre to the home in my neighbourhood. They’re offering me 1000 down 50 up for $50 a month.

My issue is my speeds are fine when I do a speedtest although day to day it cuts out frequently. I’d be on YouTube/Facebook and it would start buffering. What can I do at this point Rogers tells me it’s my third party router when it’s not as this has been an on going issue for 10 years. Every call they make me unplug my router and tell me it’s the cause. I actually gave it a shot and used the built in CODA and the issue still happened. I’ve had techs at my house every month and all they do is switch the modem or tell me it’s all okay. My neighbour next door doesn’t have internet issues like I do. He even mentioned when he’s over our internet is really bad compared to his. We‘ve “senior” techs out as well and they say it’s a bad line outside and when they send another guy over all they do is replace the modem.

I feel like I’m going in circles at this point. Tech support are useless as they only want to troubleshoot and turn off my router. Techs only swap the modem.

The only reason I don’t want to switch is because I pay 29.95 after tax for 500 down 20 up.

My hardware
ASUS AC68U Router

Resident Expert
Resident Expert
Posts: 14,121

Re: Internet dropped connection

I didnt think that Start ran/used any of their own infrastructure.. and just used rogers, etc... but I could be wrong.

If your neighbor is not having the same issues.. i would think it wouldnt be something say local node, street cabling, etc related.  So may be more isolated to your home.

If your able to post to us your signal levels from the modem.. both in a good time, and a bad time, we can take a look and see if there is anything showing up there which could be a trigger for the issues.

Beyond that.. the speed tests, etc your doing/when your having issues.. is it on wireless or wired?
Just wondering an interference issue.



Resident Expert
Resident Expert
Posts: 479

Re: Internet dropped connection


@Gdkitty wrote:

I didnt think that Start ran/used any of their own infrastructure.. and just used rogers, etc... but I could be wrong.


Start has been deploying their own fibre network for a few years now.  They're using GPON for FTTH and offering direct links for their business customers.  As far as I know, their service area is still constrained to certain parts of London.



I Plan to Stick Around
Posts: 11

Re: Internet dropped connection

These tests happen only wirelessly as I have no devices besides my router connected directly to the modem.

Resident Expert
Resident Expert
Posts: 14,121

Re: Internet dropped connection

IF your able to do a wired test.. I would try that, during those bad times.
It might help pick up if this is an interference issue, if its fine that way.

Its possible that there might be wireless interference.



Resident Expert
Resident Expert
Posts: 6,433

Re: Internet dropped connection

This is a growing problem where users live on wifi.  Personal opinion, anyone who is in that category absolutely has to have some method of connecting directly to the modem (not wifi), so that you can isolate the problem to the modem, or to the wifi environment and network.  If you don't have an ethernet capable device, then perhaps buying a USB 3 or Type C to gigabit ethernet adapter to connect to a laptop to the modem or router would do the job.  

 

If you pinged the router using wifi, that might show indications of packet loss, which might be the result or interfering networks or other household devices, just depends on which network you were using, 2.4 or 5 Ghz. 



I Plan to Stick Around
Posts: 11

Re: Internet dropped connection

My neighbour has the same router as me and they have no issues with their internet all wirelessly run. We even swaped routers to see if he experiences any issues and we found none on his but still continued on mine.