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Internet keeps disconnecting

Pguy
I plan to stick around

‎07-15-2021 03:58 PM - last edited on ‎07-15-2021 05:09 PM by Moderator

I tried unplugging modem and 3rd party router.

This problem seems to happen more frequently. I am now entering the info into my phone (notes) - time/day of disconnection and duration.

It went down Tuesday and now today. I don't recall how long it was out last time. Maybe 30 min or 1 hr total?

I also use a wifi Smart TV.

It has reconnected a few times only to drop 5 mins (estimate) later. Sometimes the speed is normal but often, the connection is at a much lower speed suggesting a problem.

I am wondering if there's an issue.

 

*Added Labels*

1,031 REPLIES 1,031

Re: Internet Keeps Dropping

dlee1919
I plan to stick around
In response to Datalink

‎06-19-2020 09:02 AM

@Datalink I ran this on my wife's computer hardwired to the modem last night:

Reply from 99.243.120.1: bytes=32 time=61ms TTL=63
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Ping statistics for 99.243.120.1:
Packets: Sent = 35198, Received = 35194, Lost = 4 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 3ms, Maximum = 165ms, Average = 12ms
Control-C
^C
C:\Users\Amberly>

0 Likes

Re: Internet Keeps Dropping

Datalink
Resident Expert
Resident Expert
In response to dlee1919

‎06-20-2020 12:08 PM

@dlee1919 you're ping test results to the CMTS are pretty good, 9 hrs 46 minutes and only four packets lost.  That's not bad at all.  

 

So, next test would be a ping test to the Rogers primary IPV4 DNS, which is at 64.71.244.204.  Given that you show very little packet loss to the CMTS, the next question is, whats the packet loss transiting thru the CMTS?  Can you run the same test, using the DNS IP address this time around.  

 

 

Given the low packet loss with the ping test, that leaves a possible issue with the CMTS or beyond, or a wifi issue.  

 

If you're running a Windows laptop, can you download Winfi Lite from https://www.helge-keck.com/

 

When that is running, select the wrench (tool) symbol on the second row on the right hand side.  That will bring up the bottom display area.  With that bottom display up and running, select "Spectrum" from the available selections to show the graphical network display.  Sort the top text data by selecting the RSSI title, to sort the data via received power level.  You can sort the data via any column, and sort it up or down.  Select the RSSI title once or twice to sort the RSSI data from highest value to the lowest value.  The RSSI data is a negative value, with the higher values around -30 dBmW and the lowest values at -90 dBmW. 

 

With that done, take a screen shot, using simultaneous depression of Ctrl    Alt     Prt Scrn.  Paste that into something like Microsoft Paint and wipe out your network SSIDs and MAC address.  Save that and post it.  I'm wondering what your wifi environment looks like, so a screen shot might help to explain the dropouts that your seeing.  

 

I'd also recommend disabling the modem's wifi Band Steering selection for test purposes.  Log into the modem and navigate to WIRELESS .... ADVANCED.  Disable the 2.4 Ghz Band Steering, save the settings and then disable the 5 Ghz Band Steering and save the setting.  

 

Then change one of the network SSIDs so that you can separate the 2.4 and 5 Ghz networks and assign your mobile devices to one of the two networks.  

 

While you're doing that I'd recommend checking and potentially changing the wifi parameters to the following:

 

2.4 Ghz network:

 

Wireless Mode: 802.11 n

Channel Bandwidth: 20/40 Mhz, although, for test purposes you could set this to 20 Mhz. In a crowded wifi environment, I would set this for 20 Mhz. It will default to 20 Mhz in a crowded environment.

Wireless channel: Set to the least used channel if one existed, or to the channel that offers the least interference from neighbouring routers and modems as seen with Winfi Lite.  Don't use Auto.  Park the channel according to what you determine via Winfi Lite.

WPS Enabled: OFF

Security Mode: WPA-Personal

Auth Mode: WPA2-PSK

Encrypt Mode: AES only
.
.
.
5 Ghz network:

Wireless Mode: 802.11 a/n/ac mixed       Check for n/ac if available?

Channel Bandwidth: 80 Mhz, although, for test purposes you could set this to 40 Mhz.  80 Mhz will give you a higher throughput at close ranges.

Wireless channel: 149 to 165 Use this higher channel range as it runs higher transmit power levels.  Don't use Auto.  Park this on channel 149 for now. 

WPS Enabled: OFF

Security Mode: WPA-Personal

Auth Mode: WPA2-PSK

Encrypt Mode: AES only

 

After all of that, reboot the modem, ADMIN .... DEVICE RESET .... Reboot

 

See if that improves the wifi dropout situation and please let me know.

 

Where is the modem located and whats the typical range from the modem to where you normally use your laptops via wifi?  

 

Are you in a house in a typical residential area, or in an apartment/condo/highrise of some type?

0 Likes

Re: Internet Keeps Dropping

dlee1919
I plan to stick around
In response to Datalink

‎06-21-2020 08:35 AM

@Datalink 

 

I'm in a typical residential neighbourhood with decently sized homes, so it's a bit less crowded than your a typical new build subdivision, for example.

 

The modem is located in the living room. I pretty much only use my laptop in that room (no more than 15 feet from the modem) or in the kitchen, which is directly adjacent to the living room. I'm not trying to use it outside on the deck or in the basement or anything like that.

 

I've now done everything you suggested in your last post, in the order it was set out there.

 

So here are the results from pinging 64.71.244.204 all night:

 

Reply from 66.185.89.117: Destination net unreachable.
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Ping statistics for 64.71.244.204:
Packets: Sent = 31883, Received = 31871, Lost = 12 (0% loss),

 

Control-C
^C
C:\Users\Amberly>

 

I took a screen shot of the WinFi screen as you asked, but I'm not able to post it in this message for some reason.

 

I have a busy work from home day tomorrow so I'll certainly know pretty quickly whether these issues are any better or whether the same problems occur.

 

 

0 Likes

Re: Internet Keeps Dropping

Ming2
I've been around
In response to dlee1919

‎06-24-2020 11:23 PM - last edited on ‎06-24-2020 11:35 PM by Moderator

Hi, my home internet today have many times not work today.

 

**Edited Account and contact info: Keep personal info private.

0 Likes

Re: Internet Keeps Dropping

dlee1919
I plan to stick around
In response to Datalink

‎06-25-2020 09:47 AM

Hi again @Datalink 

 

My internet reliability has been WAY better this week since all the changes made further to your last post. I'm not sure what happened or what part of the puzzle fit together finally, but I've had consistent service without the usual drops that were plaguing me. I'm not superstitious but I'm anxious to put this out in to the universe for fear I jinx it. lol

 

At this point, it seems like the issue is resolved.

Re: Internet Keeps Dropping

RogersZia
Moderator
Moderator
In response to Ming2

‎06-25-2020 11:26 PM

Good evening and welcome to the Community @Ming2,

 

You've definitely come to the right place. Can you please elaborate a little on what issue are you experiencing? Was the Internet completely down or were you experiencing a disruptive service? Can you please share what troubleshooting steps have you tried so far? Did you get a chance to speak to tech support about this? And has the service resumed since then?

 

Just need a little bit more info to assist you further.

 

 

 

RogersZia

 

 

0 Likes

Re: Internet Keeps Dropping

Jeff321
I've been around
In response to RogersZia

‎06-27-2020 05:59 PM - last edited on ‎06-27-2020 06:21 PM by Retired Moderator

My internet is terribly unstable since last year.  It disconnects a once or twice a day.

I have had over 30 calls and chats with support and nothing helped.

I have had multiple visits in which they changed the lines, and fixed signal issues.

It went from no internet for hours to randomly disconnects for minutes.  So it has improved however this has been on going since November.

 

I have around 50 devices, mostly IoT and not bandwidth consuming devices.  I was told that I need to upgrade to their mesh (skeptical since basic routers should handle 200+ devices)

 

Can someone tell me what these DOCSIS EVENT logs mean?

I feel like it could be a signal channel issue between modem and their system but I'm just guessing really at this point.

 

 

16 06/24/2020 00:50:20 68010300 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
17 06/24/2020 04:11:17 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
18 06/26/2020 19:33:52 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
19 06/27/2020 14:30:53 68010300 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
20 06/27/2020 20:11:20 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

 

0 Likes

Re: Internet Keeps Dropping

RogersMaude
Moderator
Moderator
In response to Jeff321

‎06-28-2020 06:15 PM

Hello @Jeff321,

 

Welcome to the Rogers Community! Thanks for posting. I hope you're doing well and staying safe!

 

Experiencing frequent disconnects is most definitely inconvenient, so we really want to help you sort this out. Since you've had several interactions with our Technical Support team as well as technicians visit, were they able to narrow down the root cause of your issue? I'm assuming we can confidently rule out anything signal-related, at this point?

 

I'd like to get some of our Resident Experts to chime in on the situation. @Datalink @Gdkitty - Feel free to let us know your thoughts on this. Is the mesh network the only viable option for someone with 50 devices?

 

Thanks so much!

 

RogersMaude

0 Likes

Re: Internet Keeps Dropping

Datalink
Resident Expert
Resident Expert
In response to Jeff321

‎06-29-2020 08:44 PM

@Jeff321 I'm assuming that you have a white CODA-4582 modem or black Hitron CGN3xxxx.  Can you log into the modem, navigate to the DOCSIS WAN tab, copy the Downstream Overview table, all the way to the bottom right hand corner of the whole table, and paste that into a post.  

 

Starting with the Downstream Overview line, select the whole table, down to the bottom right corner of the OFDM/OFDMA section (4582 modem), right click .... Copy.  Then in a new post, right click.... Paste.  That should paste in the whole table, as it is displayed in the modem's user interface. 

0 Likes

Re: Internet Keeps Dropping

ddude
I plan to stick around
In response to georgeous

‎07-02-2020 09:12 AM

For the last 2 or 3 weeks I have been having intermittent internet drops - service simply stops working on any of my devices for a minute or 2 and then resumes back by itself. this happens on wired or wireless connections, both in gateway and bridged mode. When internet is down, no lights change on the modem, and there are no main events matching the timestamps of when things are down.

Whenever I contact Rogers about it, the CSR sees that signal is fine on their side and no signal drops have happened. Service should be working as expected.
One CSR did say that there was an issue with the neighborhood, but nothing happened beyond that.

 

I have about 3-4 tech visits.
1-> found no issues
2-> replaced connectors on the box.
3-> mentioned that wire has too much noise, so need to replace the wire inside the house, and Roger cant replace due to COVID. so I replaced the wire going into the house. The wire going from the box to house box was clean as per him.
4-> came in, tested the wire, found no noise on the new wire. replaced the connections to new wire.

 

coming back, now, i'm still at the same issue where internet drops frequently disconnecting my work vpn.

so not sure what more i can do to get this issue fixed. this has been impacting work

0 Likes

Re: Internet Keeps Dropping

ddude
I plan to stick around
In response to ddude

‎07-02-2020 09:27 AM - edited ‎07-02-2020 09:44 AM

Modem info - CODA-4582

 

Hardware Version1A
Software Version7.1.1.32
Gateway Serial Number9999999
HFC MAC Addressxxxxxx
System Time2020-05-19 10:14:00
Time ZoneUTC+00:00 Greenwich Mean Time: Dublin, London, Lisbon

 

 

adding the signal table as it was requested for others with similar issue

 

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000QAM2565.599736.609
2597000000QAM2565.199836.386
3603000000QAM2564.900936.386
4855000000QAM2563.500335.779
5861000000QAM2562.799435.595
6579000000QAM2565.400537.355
7585000000QAM2565.099636.609
8849000000QAM2563.099235.779
9609000000QAM2565.5001036.386
10615000000QAM2565.9001136.609
11621000000QAM2565.4001236.609
12633000000QAM2566.1991336.609
13639000000QAM2565.4001436.609
14645000000QAM2566.3001536.609
15651000000QAM2565.9001636.609
16657000000QAM2565.0991736.609
17663000000QAM2566.0001836.609
18669000000QAM2565.5991936.386
19675000000QAM2565.0992036.609
20681000000QAM2565.5002136.609
21687000000QAM2564.6992236.609
22693000000QAM2564.1992336.609
23699000000QAM2564.0002436.386
24705000000QAM2563.0992536.386
25711000000QAM2562.5992635.779
26717000000QAM2562.2992735.779
27723000000QAM2561.7002835.779
28825000000QAM2564.0002935.595
29831000000QAM2563.9003035.779
30837000000QAM2564.3003135.779
31843000000QAM2563.5993235.595
32279000000QAM2566.199138.605
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
04K275600000YESYESYES6.300003
1NANANONONONA
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
12210000064QAM35.51013200000
23699600064QAM38.27046400000
33059600064QAM36.77036400000
42530000064QAM37.26023200000
50QAM_NONE----1600000
60QAM_NONE----1600000
70QAM_NONE----1600000
80QAM_NONE----1600000
OFDM/OFDMA Overview
Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size
0DISABLED0.00000.00000.00000.00000.00002K
1DISABLED0.00000.00000.00000.00000.00002K
0 Likes

Re: Internet Keeps Dropping

ddude
I plan to stick around
In response to ddude

‎07-02-2020 04:29 PM

adding logs from Modem

 

1 07/02/2020 14:46:04 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=xxx:xxxx:xxx ;CMTS-MAC=00:17:10:98:1c:10;CM-QOS=1.1;CM-VER=3.1;
2 07/02/2020 15:39:55 68010300 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xxx:xxxx:xxx ;CMTS-MAC=00:17:10:98:1c:10;CM-QOS=1.1;CM-VER=3.1;
3 07/02/2020 16:14:29 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=xxx:xxxx:xxx ;CMTS-MAC=00:17:10:98:1c:10;CM-QOS=1.1;CM-VER=3.1;
4 07/02/2020 16:19:21 82001200 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xxx:xxxx:xxx ;CMTS-MAC=00:17:10:98:1c:10;CM-QOS=1.1;CM-VER=3.1;
5 07/02/2020 16:20:47 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=xxx:xxxx:xxx ;CMTS-MAC=00:17:10:98:1c:10;CM-QOS=1.1;CM-VER=3.1;
6 07/02/2020 16:22:21 82001200 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xxx:xxxx:xxx ;CMTS-MAC=00:17:10:98:1c:10;CM-QOS=1.1;CM-VER=3.1;
7 07/02/2020 16:37:19 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=xxx:xxxx:xxx ;CMTS-MAC=00:17:10:98:1c:10;CM-QOS=1.1;CM-VER=3.1;
8 07/02/2020 19:07:27 74010100 Notice CM-STATUS message sent. Event Type Code: 5; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xxx:xxxx:xxx ;CMTS-MAC=00:17:10:98:1c:10;CM-QOS=1.1;CM-VER=3.1;
9 07/02/2020 20:46:30 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=xxx:xxxx:xxx ;CMTS-MAC=00:17:10:98:1c:10;CM-QOS=1.1;CM-VER=3.1;

0 Likes

Re: Internet Keeps Dropping

RogersNiki
Moderator
Moderator
In response to ddude

‎07-03-2020 09:35 AM


Hello @georgeous and @ddude

 

Thank you for your messages. An intermittent connection is not fun. We can absolutely take a look at the issues that you have described.

 

Please send a private message to @CommunityHelps so we can get started. Not familiar with our private messaging system? No worries, Click Here https://roge.rs/2ZyDlj1

 

Regards

 

RogersNiki

 

0 Likes

Re: Internet Keeps Dropping

ddude
I plan to stick around
In response to RogersNiki

‎07-04-2020 04:59 PM

update.

 

was able to pickup a new modem. seems like hardware version and firmware is same. So lets see if this makes a difference. 

 

Hardware Version1A
Software Version7.1.1.32
Gateway Serial Number99999
HFC MAC Addressxxxx
System Time2020-05-15 11:10:01
Time ZoneUTC+00:00 Greenwich Mean Time: Dublin, London, Lisbon

 

 

Signal table after setting up modem

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000QAM2566.000737.355
2597000000QAM2565.900837.355
3603000000QAM2565.599936.609
4855000000QAM2563.500336.386
5861000000QAM2562.500436.386
6579000000QAM2565.800537.636
7585000000QAM2565.500637.355
8849000000QAM2563.099236.609
9609000000QAM2566.0991037.355
10615000000QAM2566.4001137.355
11621000000QAM2565.9001237.355
12633000000QAM2566.5001337.355
13639000000QAM2565.6991437.636
14645000000QAM2566.8001537.355
15651000000QAM2566.4001637.355
16657000000QAM2565.5001737.355
17663000000QAM2566.4001837.355
18669000000QAM2566.0001936.609
19675000000QAM2565.5992037.355
20681000000QAM2566.1992137.636
21687000000QAM2565.5002236.609
22693000000QAM2565.3002336.386
23699000000QAM2565.5002436.609
24705000000QAM2565.0002537.355
25711000000QAM2564.8002636.609
26717000000QAM2565.0992736.386
27723000000QAM2564.5002836.609
28825000000QAM2564.0992935.779
29831000000QAM2564.0003036.386
30837000000QAM2564.0993136.386
31843000000QAM2563.5003236.386
32279000000QAM2566.000138.605
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
04K275600000YESYESYES5.900002
1NANANONONONA
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
12210000064QAM36.51013200000
23699600064QAM38.02046400000
33059600064QAM38.02036400000
42530000064QAM38.01023200000
50QAM_NONE----1600000
60QAM_NONE----1600000
70QAM_NONE----1600000
80QAM_NONE----1600000
OFDM/OFDMA Overview
Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size
0DISABLED0.00000.00000.00000.00000.00002K
1DISABLED0.00000.00000.00000.00000.00002K
0 Likes

Re: Internet Keeps Dropping

ddude
I plan to stick around
In response to ddude

‎07-05-2020 01:06 PM

Speed test result from last 12 hours. ( every 15 minutes, wired network)

have a gigabit connection, but max speed was 324 Mbps at 3:53 am and lowest being 23Mbps at 10:23 am.

so the new modem seems to be performing similar to the old modem. ( speedtest on Old modem was able to Hit 800+ mbps ) though.  

 

speedtest_jul5_noon.png

0 Likes

Re: Internet Keeps Dropping

Malubaidy
I've been around
In response to georgeous

‎07-08-2020 11:44 PM

I'm facing exactly the same problem. My internet keeps dropping. I have this problem since they forced me to switch to ignite. The CSR pushed a "free" ignite TV which I never used with the switching process. Since that day of switching modems, it never stopped dropping. I called Roger's several times and I get the same answer everytime. Well, since the issue continue and no one seems to know how to fix it, and since I'm currently working from home relying heavily on the internet, I am actively researching now to find another company to switch to. Do you know a better option for internet provider in Brampton area?
0 Likes

Re: Internet Keeps Dropping

RogersRob
Moderator
Moderator
In response to Malubaidy

‎07-09-2020 11:55 PM

Hello @Malubaidy,

 

Thank you for your post and welcome to the Community! I hope you and your loved ones are doing well and staying safe. 
Connection issues can make working from home difficult, you've come to the right place and we can certainly look into the issue with you. 

 

Can you please provide more information on the situation and share what troubleshooting steps you have done so far?

 

Regards,

 

RogersRob

Re: Internet Keeps Dropping

daniellejt20
I've been around
In response to georgeous

‎07-17-2020 04:43 PM

Hey, just wondering, was your issue ever resolved? I am currently experiencing this for over a month now? I have called many 15 times, no solution?

0 Likes

Re: Internet Keeps Dropping

RogersMoin
Moderator
Moderator
In response to daniellejt20

‎07-18-2020 04:54 PM - edited ‎07-18-2020 04:55 PM

Hello, @daniellejt20.

 

Thank you for joining this conversation, and welcome to Rogers Community Forums!

 

The Internet keeps disconnecting can be quite inconvenient; we can help find a solution for you. 

 

To get a clear picture of the issue, please answer the following:

 

  • Are you experiencing frequent disconnections on a WiFi connection?
  • Is the modem rebooting by itself when the connection dropped?
  • What's the model of the modem?
  • Are you using your own router?

We look forward to hearing from you!

 

Cheers,

RogersMoin

0 Likes

Re: Internet Keeps Dropping

MAliJafri
I've been here awhile
In response to RogersMoin

‎07-29-2020 09:44 PM

Hi, I'm experiencing the same issue of internet getting disconnected multiple times during the day and has been happening for over a month now. The other issue is the speed...the download speed shows between 50 to 60MBps on Speed Test when my package is an Ignite Gigabit.

0 Likes

Re: Internet Keeps Dropping

nini6969
I'm here a lot
In response to MAliJafri

‎07-29-2020 10:03 PM

its always down. by the way i was with rogers over 10 years ago and the exact nonsense was happening then, and nothing has changed lol. very funny.
0 Likes
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