Internet goes down for 5 minutes once to twice a day

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I Plan to Stick Around
Posts: 40

Re: Internet goes down for 5 minutes once to twice a day

@Datalink apparently I spoke too soon. After 4 days of no issues at all, today my internet dropped twice again just like the old time before we made any changes. Event log:

 

907/11/16 21:09:5782000200criticalNo Ranging Response received - T3 time-out;
1007/11/16 21:09:5782000300criticalRanging Request Retries exhausted;
1107/11/16 21:09:5782000600criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;
1207/11/16 21:10:0082000200criticalNo Ranging Response received - T3 time-out;
1307/11/16 21:10:0182000300criticalRanging Request Retries exhausted;
1407/11/16 21:10:0182000600criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;
1507/11/16 21:10:0282000200criticalNo Ranging Response received - T3 time-out;
1607/11/16 21:10:0282000300criticalRanging Request Retries exhausted;
1707/11/16 21:10:0282000600criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;
1807/11/16 21:11:2482000200criticalNo Ranging Response received - T3 time-out;
1907/11/16 21:11:5490000000warningMIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;
2007/11/16 21:11:5573040100noticeTLV-11 - unrecognized OID;

 

 

 

Signal:

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1615000000256QAM0.1003538.605
2363000000256QAM1.1001040.366
3369000000256QAM1.5001140.946
4375000000256QAM1.3001240.366
5381000000256QAM1.5001340.366
6387000000256QAM1.2001440.366
7393000000256QAM1.3001540.366
8399000000256QAM1.9001640.366
9405000000256QAM1.9001740.366
10411000000256QAM1.8001838.605
11417000000256QAM1.9001940.366
12423000000256QAM2.0002040.366
13429000000256QAM2.3002140.946
14435000000256QAM1.8002240.366
15441000000256QAM1.7002340.366
16447000000256QAM1.7002440.366
17555000000256QAM1.5002538.605
18561000000256QAM1.6002640.366
19567000000256QAM1.4002738.983
20573000000256QAM1.3002838.983
21603000000256QAM-0.1003338.983
22609000000256QAM0.4003438.605
23357000000256QAM1.100938.983
24621000000256QAM-0.2003638.983
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandWidth
138596000ATDMA - 16QAM38.21033200000
230596000ATDMA - 16QAM38.25016400000
323700000ATDMA - 16QAM38.25026400000

 

 

At this point I have no idea what to do. I think we've tried everything...

Resident Expert
Resident Expert
Posts: 6,345

Re: Internet goes down for 5 minutes once to twice a day

Your signal levels are good at this point, but, its definitely possible to see fast drops in levels if there is an intermittent cable fault.  It would be much easier to troubleshoot if the cable simply died once and for all.  Would you happen to know if the tech replaced the cable on his or her last visit, and if not, what was done?  If the cable wasn't replaced that should be the next step as you have already replaced the modem.  

 

Are the interruptions long enough that you would have time to call tech support or does the modem go down and then reestablish comms with the neighbourhood node on its own?  If its dead, don't touch the modem.  Leave it as is while you're on the phone to tech support.  Ask the CSR to run a signal check to determine if the problem is with your cable or if its a bigger issue that would affect your neighbors as well. 

 

One other check is to look at the modem to node performance.  You can test that by using pingplotter, or WinMTR.  Pingplotter is available from pingplotter.com.  It will run in pro mode for about 14 days and then downgrade to free version if you don't buy a licence for it.  There are free, standard and pro modes available, so you can go freebie version or buy a licence for one of the other two modes. Running pingplotter will allow you to determine if there are any issues from the modem to the neighborhood node or beyond, to your selected target, which could be a gaming server, google, or any other server of your choice.  There is a File ... Save Image function that will save the current image, which can then be inserted into a post so that we can see if there any any problems between the modem and neighborhood node or beyond.

 

WinMTR is a text version of a network test and will show the trace to the target and times to the target.  Same idea as pingplotter though, it can be used to look at intermediate hops, such as modem to next node to determine if there are any problems just reaching the neighborhood node.  This can be downloaded from https://winmtrnet.codeplex.com   This is an updated version that can be used for IPV4 or IPV6 traces.  

 

In either case, if you run the program at various times of the day, morning, noon, early evening, late evening, you will soon see if there are patterns to the problem times, such as in the evening when people are home and the load on the neighborhood node increases.   This can result in poor download rates, high ping times and out of spec signal levels.  

 

So, in either case, you can post the results in the forum, text or image for us to have a look at.  The image will require moderator approval to make it avaialable to the public but that isn't a problem.  If you use either pingplotter or WinMTR, look for IPV6 addresses in the trace.  If you do have IPV6 IP addresses, save the image and then open it with something like MS Paint.  Wipe out the IP address on the first line which will be your modem's IPV6 address.  I prefer not to leave those out in the open, for your own online security.  

 

If you happen to load pingplotter and use it, input a server address of your choosing, and let the test run for 200 pings or more.  When its running, right click on the top title bar that shows the column headings and select MAX from the popup menu.  Drag that column over and park it next to the MIN column so we can compare the two fields.  At the top there is a Focus drop down selection menu.  Select that and choose "All" to use all the data in the average ping time calculation. On the bottom, right click and select something like 10 minutes for the bottom time display.  



I Plan to Stick Around
Posts: 40

Re: Internet goes down for 5 minutes once to twice a day

@Datalink I agree it would be easier if it went down and stayed down, but it will not.

 

The technician replaced the entire cable length from the pole across the street to the pole on my side of the street, and then the wire from that pole to my house (it's currently going through my neighbour's tree, but he said they'd come within a month to re-bury the cable).

 

The wire in the house was run when I moved in 5 years ago, directly from the side of the house through the drop ceiling in the baesment to the modem. I helped the tech trace the old cables and run the new one.

 

I never touch the modem when it happens, as it always solves itself within 5 minutes (whether I'm home or not). So unfortunately there's no way I can make it stay in that state that I can think of.

Resident Expert
Resident Expert
Posts: 6,345

Re: Internet goes down for 5 minutes once to twice a day

Ok, then there might be something going on further upstream.  I understand what you're saying about the length of time that the modem goes down.  If you're around when that happens, see if you can get in touch with tech support before the modem springs back into action.  Hopefully that might resolve the issue, or at least get the field techs looking in the right direction.  You should ask your neighbors if they're on Rogers cable as well and are seeing the same problems.  



Highlighted
I Plan to Stick Around
Posts: 40

Re: Internet goes down for 5 minutes once to twice a day

@Datalink thanks for all the help but I plan to move within the next few months so I'm just going to leave it alone.

 

The internet was down in my area for over 12 hours, and is once again down. In general, my area has absolutely horrible service from Rogers; it goes down a minimum of once a month, but typically more.

 

Compound that with my modem issues (which have indeed improved since you helped me, but still occur about once a week), and I think it's just a full failure of Roger's infrastructure in that area. I'm not convinced they have the ability to solve it within the next few years either, since it's been like this for the last 5 years that I've been there.

I Plan to Stick Around
Posts: 40

Re: Internet goes down for 5 minutes once to twice a day

If anyone ever stumbles across my old post, moving solved the issue.

 

I've been using the same identical setup as my old house in my new house for the last 9 months, and I haven't had this issue once (internet dropping randomly).

 

I've had other issues though which I will post about. So this specific issue is undoubtedly a local infrastructure problem in that area. I'm not sure if Rogers will ever fix that.