cancel
Showing results for 
Search instead for 
Did you mean: 

Internet keeps disconnecting

Pguy
I Plan to Stick Around

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*

1,022 REPLIES 1,022

Re: Internet Keeps Dropping

The past 48+ hours, my internet keeps dropping for short periods multiple times an hour. It's incredibly annoying as we keep getting disconnected from things. It's happening on both our wired desktop and all our wireless devices. The connection to our modem usually stays strong but the internet keeps going out.

Re: Internet Keeps Dropping

@ChaeFam what modem do you have?  The modems in use are:

 

1.  Black Hitron CGN3xxxx modems where the exact modem model is seen on the product sticker at the back of the modem.

2.  The white CODA-4582 modem.  There is only one white modem in use by Rogers.

3.  The Arris XB6 which is used with the new Ignite TV service.  The modems are either the Arris TG-3482ER or Technicolor CGM-4140COM.  The modem model is seen on the bottom of the modem.  

 

Knowing what modem you have, I can post the correct instructions to post the modem's signal levels.  

 

Have you already called tech support by chance, and if so, what did the Customer Service Rep have to say about the problem?

 

A problem such as this is usually caused by degradation of the external cable / connectors although there is always the possibility of an equipment failure at another point in the system.



Re: Internet Keeps Dropping

Our modem is the second one, the white CODA-4582.

 

And no, I haven't contacted tech support yet. I was gonna give it some more time to see if it fixes on it its own because our usual internet problems are on the Rogers' side of things and does get fixed after a little while. But I saw this thread on here and thought I'd post about it.

Re: Internet Keeps Dropping

MAliJafri
I've Been Here Awhile
My modem is CODA 4582.

Last month the internet was disconnected for 2 days...due to some cable installation...I called the helpline and spoke to an agent who said the work is done and it will be resolved. Next day I got an email that everything is sorted and the service is restored. Since thn this is a daily issue.

Re: Internet Keeps Dropping

@MAliJafri @ChaeFam can you log into the modem and:

 

1.  Have a look at the Software (firmware) version as shown on the STATUS page which is displayed when you log into the modem.  Please let me know what version you have loaded.  If you happen to have Version 7.1.1.32 loaded, reboot the modem, ADMIN .... DEVICE RESET .... Reboot.  That is a new firmware version with a new kernel to support DOCSIS 3.1 upstream.  Depending on what follows after the reboot and after looking at the signal levels, I might recommend running a factory reset for the modem. If the signal levels were ok, and a reboot doesn't solve any modem instability, I'll recommend a factory reset, but, first I'd like to have a look at the signal levels. 

 

2.  Navigate to the STATUS .... DOCSIS WAN tab.  Copy the Downstream Overview table, all the way down the bottom right hand corner of the OFDM/OFDMA section which is at the bottom of the table.  Starting with the Downstream Overview line, highlight or select that line and continue down to the bottom right hand corner of the OFDM/OFDMA section.  Right click .... Copy.  In a new post, right click .... Paste.  That should paste in the table as it appears in the modems user interface.  



Re: Internet Keeps Dropping

RDWilly
I've Been Around

Hi! I'm not the same user, but I am having the same issue. I have the firmware version you mentioned, rebooted my modem and have the following signal stats:

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000QAM256-2.500738.605
2597000000QAM256-2.500838.983
3603000000QAM256-2.099938.605
4855000000QAM256-1.700338.983
5861000000QAM256-1.700438.605
6579000000QAM256-2.599538.983
7585000000QAM256-2.500638.605
8849000000QAM256-1.500238.605
9609000000QAM256-2.0991038.605
10615000000QAM256-1.9001138.605
11621000000QAM256-1.7001238.605
12633000000QAM256-1.2001338.605
13639000000QAM256-0.9001438.605
14645000000QAM256-0.7991538.983
15651000000QAM256-0.5991638.605
16657000000QAM256-0.4001738.983
17663000000QAM256-0.2991838.605
18669000000QAM256-0.2991938.605
19675000000QAM256-0.2002038.605
20681000000QAM256-0.0992138.983
21687000000QAM2560.0002238.983
22693000000QAM2560.0992338.605
23699000000QAM2560.0992438.983
24705000000QAM2560.0992538.983
25711000000QAM256-0.2992638.983
26717000000QAM256-0.2002738.983
27723000000QAM256-0.2992838.605
28825000000QAM256-1.5992938.983
29831000000QAM256-1.5993038.983
30837000000QAM256-1.2993138.605
31843000000QAM256-1.4003238.605
32279000000QAM256-4.400137.636
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
04K275600000YESYESYES-3.900002
1NANANONONONA
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
13699600064QAM46.52046400000
22210000064QAM45.51013200000
33059600064QAM46.52036400000
42530000064QAM45.51023200000
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

Re: Internet Keeps Dropping

Gave it some time after doing the reboot but the issue still came up, so here's the DOCSIS WAN signals...

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000QAM256-0.900736.386
2597000000QAM256-1.000836.386
3603000000QAM256-1.099936.386
4849000000QAM256-6.099232.676
5855000000QAM256-6.500332.321
6861000000QAM256-6.900432.237
7579000000QAM256-1.000536.386
8585000000QAM256-0.700636.386
9303000000QAM2561.200138.605
10609000000QAM256-1.2001036.609
11615000000QAM256-1.0001136.609
12621000000QAM256-0.7991236.609
13633000000QAM256-0.9001336.386
14639000000QAM256-1.0001436.386
15645000000QAM256-0.7991536.386
16651000000QAM256-0.9001636.386
17657000000QAM256-0.7991736.386
18663000000QAM256-0.9001836.386
19669000000QAM256-1.0991936.386
20675000000QAM256-1.0992036.386
21681000000QAM256-1.4002135.779
22687000000QAM256-1.5002235.595
23693000000QAM256-2.0002335.779
24699000000QAM256-2.0002435.595
25705000000QAM256-2.2992535.083
26711000000QAM256-2.4002635.595
27717000000QAM256-2.5002734.925
28723000000QAM256-3.2002834.925
29825000000QAM256-4.7992933.376
30831000000QAM256-5.0003032.962
31837000000QAM256-5.2993132.962
32843000000QAM256-5.5003232.676
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K290600000YESYESYES1.299999
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
13230000064QAM39.77036400000
23870000064QAM39.77046400000
32110000064QAM36.76013200000
42590000064QAM38.52026400000
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

Re: Internet Keeps Dropping

sgobiraj
I Plan to Stick Around

I am also having the same issue as others. The modem was super stable in bridge mode without a reboot for months on 36T8. I consistently got the advertised speed and low ping times of 5-8ms. Ever since I got upgraded to 7.1.1.x the modem has become sluggish. The internet speed starts to slow down and the ping times go into the 100-200ms range. Sometimes the pings timeout all together resulting in a total loss of internet. The 192.168.100.1 management interface becomes unreachable. Once you reboot the modem everything is fast like it was on 36T8. After a few hours or days it starts acting up again. I've even tried a factory reset. The only way to fix this is via a reboot of the modem. I've brought this up twice to the tech support staff and they say "firmware can't slow a connection down" as if they are software engineers. I'm an engineer and dumbfounded at how flawed that statement is. Their initial "fix" was to put it into gateway mode which means I'm going to get double NAT'd and going through two firewalls. I said I can't settle for gateway mode and then they say they need to send a tech. The problem is once the modem is rebooted it will be snappy again and will take hours to days to get back into that bad state. So I don't know what good a tech would do in this situation. The thing they don't seem to understand is that it was super stable on 36T8 and the only variable here is this huge firmware upgrade. How does this not raise any alarm bells?

Re: Internet Keeps Dropping

Hello @RDWilly and @ChaeFam

 

Based on the data you've provided, there doesn't appear to be any noticeable signal issues. Your signals seem to be in spec.

 

We may need some additional information to investigate this matter further. You can send us a PM to get started.

 

Not sure how the send us a Private Message, please check here https://communityforums.rogers.com/t5/Rogers-Community-Forums-Blog/Get-to-know-your-Community-How-To...

 

 

Regards

 

RogersNiki

Re: Internet Keeps Dropping

Just to update my particular situation, the constant disconnecting issues I've had for 4+ days was on the Rogers side of things. Last night, about 26 hours ago, Rogers shut down our area's internet and TV services as they did maintenance in our area for about 9 hours. Since then, our internet hasn't had any disconnecting issues all day today.

Re: Internet Keeps Dropping

12heater
I've Been Here Awhile

I've been having intermittent internet issues since May. Had a couple tech visits where they replaced the modem (FYI, i have the black Hitron modem) and on the last visit, replaced the wire from the pole to the outside of the house and still I experience drops. I've noticed there are 2 types of scenarios, one is total outage (less frequent) and the other is the speed dramatically drops to the point devices trying to visit sites just times out, cause Teams calls to cut out, etc. (but strangely enough devices that are already streaming have no issues). The latter scenario will fix itself... usually by the time I run to the modem to connect my laptop to run tests. Sigh...

 

I noticed a huge slowdown so I ran a ping to my CMTS and saw 10% loss over wifi and then managed to run to the modem and saw 3% loss over LAN. I ran another ping over LAN and then it's back to 0% loss.

 

OVER WIFI

Pinging 174.114.130.1 with 32 bytes of data:
Reply from 174.114.130.1: bytes=32 time=50ms TTL=63
Reply from 174.114.130.1: bytes=32 time=15ms TTL=63
Reply from 174.114.130.1: bytes=32 time=13ms TTL=63
Reply from 174.114.130.1: bytes=32 time=13ms TTL=63
Reply from 174.114.130.1: bytes=32 time=11ms TTL=63
Reply from 174.114.130.1: bytes=32 time=33ms TTL=63
Reply from 174.114.130.1: bytes=32 time=16ms TTL=63
Reply from 174.114.130.1: bytes=32 time=20ms TTL=63
Reply from 174.114.130.1: bytes=32 time=14ms TTL=63
Reply from 174.114.130.1: bytes=32 time=11ms TTL=63
Request timed out.
Reply from 174.114.130.1: bytes=32 time=36ms TTL=63
Reply from 174.114.130.1: bytes=32 time=36ms TTL=63
Reply from 174.114.130.1: bytes=32 time=47ms TTL=63
Reply from 174.114.130.1: bytes=32 time=17ms TTL=63
Reply from 174.114.130.1: bytes=32 time=14ms TTL=63
Reply from 174.114.130.1: bytes=32 time=9ms TTL=63
Reply from 174.114.130.1: bytes=32 time=11ms TTL=63
Reply from 174.114.130.1: bytes=32 time=35ms TTL=63
Reply from 174.114.130.1: bytes=32 time=248ms TTL=63
Reply from 174.114.130.1: bytes=32 time=16ms TTL=63
Reply from 174.114.130.1: bytes=32 time=24ms TTL=63
Reply from 174.114.130.1: bytes=32 time=17ms TTL=63
Reply from 174.114.130.1: bytes=32 time=13ms TTL=63
Reply from 174.114.130.1: bytes=32 time=26ms TTL=63
Reply from 174.114.130.1: bytes=32 time=103ms TTL=63
Reply from 174.114.130.1: bytes=32 time=115ms TTL=63
Reply from 174.114.130.1: bytes=32 time=15ms TTL=63
Request timed out.
Reply from 174.114.130.1: bytes=32 time=16ms TTL=63
Reply from 174.114.130.1: bytes=32 time=27ms TTL=63
Reply from 174.114.130.1: bytes=32 time=12ms TTL=63
Reply from 174.114.130.1: bytes=32 time=13ms TTL=63
Request timed out.
Reply from 174.114.130.1: bytes=32 time=12ms TTL=63
Reply from 174.114.130.1: bytes=32 time=81ms TTL=63
Request timed out.
Reply from 174.114.130.1: bytes=32 time=20ms TTL=63
Reply from 174.114.130.1: bytes=32 time=31ms TTL=63
Reply from 174.114.130.1: bytes=32 time=16ms TTL=63
Request timed out.
Request timed out.
Reply from 174.114.130.1: bytes=32 time=23ms TTL=63
Request timed out.
Reply from 174.114.130.1: bytes=32 time=17ms TTL=63
Reply from 174.114.130.1: bytes=32 time=10ms TTL=63
Reply from 174.114.130.1: bytes=32 time=268ms TTL=63
Reply from 174.114.130.1: bytes=32 time=18ms TTL=63
Reply from 174.114.130.1: bytes=32 time=82ms TTL=63
Reply from 174.114.130.1: bytes=32 time=15ms TTL=63
Reply from 174.114.130.1: bytes=32 time=16ms TTL=63
Reply from 174.114.130.1: bytes=32 time=10ms TTL=63
Reply from 174.114.130.1: bytes=32 time=25ms TTL=63
Reply from 174.114.130.1: bytes=32 time=38ms TTL=63
Request timed out.
Request timed out.
Reply from 174.114.130.1: bytes=32 time=16ms TTL=63
Request timed out.
Reply from 174.114.130.1: bytes=32 time=11ms TTL=63
Reply from 174.114.130.1: bytes=32 time=16ms TTL=63

Ping statistics for 174.114.130.1:
Packets: Sent = 60, Received = 50, Lost = 10 (16% loss),
Approximate round trip times in milli-seconds:
Minimum = 9ms, Maximum = 268ms, Average = 35ms

 

OVER LAN

Pinging 174.114.130.1 with 32 bytes of data:
Request timed out.
Request timed out.
Reply from 174.114.130.1: bytes=32 time=11ms TTL=63
Reply from 174.114.130.1: bytes=32 time=14ms TTL=63
Reply from 174.114.130.1: bytes=32 time=18ms TTL=63
Reply from 174.114.130.1: bytes=32 time=15ms TTL=63
Reply from 174.114.130.1: bytes=32 time=13ms TTL=63
Reply from 174.114.130.1: bytes=32 time=16ms TTL=63
Reply from 174.114.130.1: bytes=32 time=9ms TTL=63
Reply from 174.114.130.1: bytes=32 time=13ms TTL=63
Reply from 174.114.130.1: bytes=32 time=17ms TTL=63
Reply from 174.114.130.1: bytes=32 time=19ms TTL=63
Reply from 174.114.130.1: bytes=32 time=12ms TTL=63
Reply from 174.114.130.1: bytes=32 time=11ms TTL=63
Reply from 174.114.130.1: bytes=32 time=15ms TTL=63
Reply from 174.114.130.1: bytes=32 time=11ms TTL=63
Reply from 174.114.130.1: bytes=32 time=18ms TTL=63
Reply from 174.114.130.1: bytes=32 time=10ms TTL=63
Reply from 174.114.130.1: bytes=32 time=8ms TTL=63
Reply from 174.114.130.1: bytes=32 time=10ms TTL=63
Reply from 174.114.130.1: bytes=32 time=8ms TTL=63
Reply from 174.114.130.1: bytes=32 time=10ms TTL=63
Reply from 174.114.130.1: bytes=32 time=9ms TTL=63
Reply from 174.114.130.1: bytes=32 time=13ms TTL=63
Reply from 174.114.130.1: bytes=32 time=10ms TTL=63
Reply from 174.114.130.1: bytes=32 time=14ms TTL=63
Reply from 174.114.130.1: bytes=32 time=10ms TTL=63
Reply from 174.114.130.1: bytes=32 time=11ms TTL=63
Reply from 174.114.130.1: bytes=32 time=8ms TTL=63
Reply from 174.114.130.1: bytes=32 time=8ms TTL=63
Reply from 174.114.130.1: bytes=32 time=10ms TTL=63
Reply from 174.114.130.1: bytes=32 time=7ms TTL=63
Reply from 174.114.130.1: bytes=32 time=13ms TTL=63
Reply from 174.114.130.1: bytes=32 time=9ms TTL=63
Reply from 174.114.130.1: bytes=32 time=10ms TTL=63
Reply from 174.114.130.1: bytes=32 time=14ms TTL=63
Reply from 174.114.130.1: bytes=32 time=11ms TTL=63
Reply from 174.114.130.1: bytes=32 time=9ms TTL=63
Reply from 174.114.130.1: bytes=32 time=8ms TTL=63
Reply from 174.114.130.1: bytes=32 time=10ms TTL=63
Reply from 174.114.130.1: bytes=32 time=8ms TTL=63
Reply from 174.114.130.1: bytes=32 time=13ms TTL=63
Reply from 174.114.130.1: bytes=32 time=11ms TTL=63
Reply from 174.114.130.1: bytes=32 time=11ms TTL=63
Reply from 174.114.130.1: bytes=32 time=10ms TTL=63
Reply from 174.114.130.1: bytes=32 time=8ms TTL=63
Reply from 174.114.130.1: bytes=32 time=14ms TTL=63
Reply from 174.114.130.1: bytes=32 time=10ms TTL=63
Reply from 174.114.130.1: bytes=32 time=13ms TTL=63
Reply from 174.114.130.1: bytes=32 time=7ms TTL=63
Reply from 174.114.130.1: bytes=32 time=8ms TTL=63
Reply from 174.114.130.1: bytes=32 time=10ms TTL=63
Reply from 174.114.130.1: bytes=32 time=9ms TTL=63
Reply from 174.114.130.1: bytes=32 time=9ms TTL=63
Reply from 174.114.130.1: bytes=32 time=10ms TTL=63
Reply from 174.114.130.1: bytes=32 time=9ms TTL=63
Reply from 174.114.130.1: bytes=32 time=14ms TTL=63
Reply from 174.114.130.1: bytes=32 time=11ms TTL=63
Reply from 174.114.130.1: bytes=32 time=17ms TTL=63
Reply from 174.114.130.1: bytes=32 time=10ms TTL=63

Ping statistics for 174.114.130.1:
Packets: Sent = 60, Received = 58, Lost = 2 (3% loss),
Approximate round trip times in milli-seconds:
Minimum = 7ms, Maximum = 19ms, Average = 11ms

 

 

Re: Internet Keeps Dropping

 

Hey @12heater

 

Welcome to the Rogers Community Forums and congratulations on your first post with us! 😊

I hope you're staying safe and sound. I know first hand how important it is to ensure you stay connected and how disruptive and what an inconvenience it can be when it goes down especially during these times.

 

When this issue is transpiring, does it affect all devices at the same time? Are you able to connect your SmartPhones/Tablets to your Wi-Fi network, or is it mainly happening on a specific device? Is it possible to run a speed test to see what results you actually get when this happens? When you run the speed test, please ensure you are hardwired directly to the modem and utilizing speedtest.net to do so. 👍

 

We've also got some great Resident Experts who may be able to provide more insight on this for you. I will tag them into this post for you: @Datalink@Gdkitty, @-G-.

 

We look forward to your response!

 

RogersJo

 

 

Re: Internet Keeps Dropping

-G-
Resident Expert
Resident Expert

@12heater  Could you please try running an hour-long ping test to both the default gateway IP address on your local LAN as well as to your CMTS router, simultaneously, in separate windows?  (The command to do this on Windows is "ping -n 3600 IP_address"; on Linux/macOS, the command is "ping -c 3600 IP_address")

 

If the problem is purely on the Rogers side, you should only see packet loss when pinging the CMTS router.

 

Ideally, there should be no latency, packet loss or jitter on the local LAN, on wired or wireless connections... but if there is, then that's the first problem that needs to be solved.

 

Your ping tests show packet loss over both Ethernet and Wi-Fi.  However, the latency and jitter is much worse over Wi-Fi.

 

Wi-Fi:

Packets: Sent = 60, Received = 50, Lost = 10 (16% loss),
Approximate round trip times in milli-seconds:
Minimum = 9ms, Maximum = 268ms, Average = 35ms

 

Ethernet:

Packets: Sent = 60, Received = 58, Lost = 2 (3% loss),
Approximate round trip times in milli-seconds:
Minimum = 7ms, Maximum = 19ms, Average = 11ms

 

Ideally, those stats should be the same or, at at least very similar.  In your one-minute ping test, the RTTs over Ethernet were all less than 20 ms.  Over Wi-Fi, you had the following spikes in the 20-99 ms range:

 

Reply from 174.114.130.1: bytes=32 time=50ms TTL=63
Reply from 174.114.130.1: bytes=32 time=33ms TTL=63
Reply from 174.114.130.1: bytes=32 time=20ms TTL=63
Reply from 174.114.130.1: bytes=32 time=36ms TTL=63
Reply from 174.114.130.1: bytes=32 time=36ms TTL=63
Reply from 174.114.130.1: bytes=32 time=47ms TTL=63
Reply from 174.114.130.1: bytes=32 time=35ms TTL=63
Reply from 174.114.130.1: bytes=32 time=24ms TTL=63
Reply from 174.114.130.1: bytes=32 time=26ms TTL=63
Reply from 174.114.130.1: bytes=32 time=27ms TTL=63
Reply from 174.114.130.1: bytes=32 time=81ms TTL=63
Reply from 174.114.130.1: bytes=32 time=20ms TTL=63
Reply from 174.114.130.1: bytes=32 time=31ms TTL=63
Reply from 174.114.130.1: bytes=32 time=23ms TTL=63
Reply from 174.114.130.1: bytes=32 time=82ms TTL=63
Reply from 174.114.130.1: bytes=32 time=25ms TTL=63
Reply from 174.114.130.1: bytes=32 time=38ms TTL=63

 

... and a few exceeding 100 ms:

 

Reply from 174.114.130.1: bytes=32 time=248ms TTL=63
Reply from 174.114.130.1: bytes=32 time=103ms TTL=63
Reply from 174.114.130.1: bytes=32 time=115ms TTL=63
Reply from 174.114.130.1: bytes=32 time=268ms TTL=63

 

 

If you post your modem's Downstream and Upstream channel stats, we could have a look at them and confirm whether or not they are to spec.  Please also check your modem's error logs to see if any critical DOCSIS events (or any other significant errors) are being reported.  Rogers should be able to tell you whether the signal to your modem is normal or problematic, what the correctable and uncorrectable codeword error counts are in addition to the number of unerrored codewords, whether there are noise spikes in your area, and the loading of your local node.

 

If you see these problems at particular times of the day, it could be due to network traffic loads in your area.

 

Regardless, the first thing that you need to make sure of is that you do not have any problems on your local LAN and Wi-Fi networks.

Re: Internet Keeps Dropping

KCheng
I Plan to Stick Around

my internet service is keep interrupting every days since ~3/4 weeks ago, failed to get connection many times per day, from 1 mins to ~30 mins, very frustratied. I tried to replace a new modem & power off/on the modem many times, but nothing help

 

my service plan is ignite 1G, modem is coda-4582 (bridge mode), ubiquiti usg + switch + aps, this setup is already 2 years old, no any problems so far

 

anyone knows what the problem is?


~~~ normal ~~~

Last login: Thu Aug 6 21:00:38 on ttys000
kevin@MBP15 ~ % ping 8.8.8.8
PING 8.8.8.8 (8.8.8.8): 56 data bytes
64 bytes from 8.8.8.8: icmp_seq=0 ttl=118 time=17.093 ms
64 bytes from 8.8.8.8: icmp_seq=1 ttl=118 time=15.262 ms
64 bytes from 8.8.8.8: icmp_seq=2 ttl=118 time=15.999 ms
64 bytes from 8.8.8.8: icmp_seq=3 ttl=118 time=21.261 ms
64 bytes from 8.8.8.8: icmp_seq=4 ttl=118 time=17.097 ms
64 bytes from 8.8.8.8: icmp_seq=5 ttl=118 time=12.410 ms
^C
--- 8.8.8.8 ping statistics ---
6 packets transmitted, 6 packets received, 0.0% packet loss
round-trip min/avg/max/stddev = 12.410/16.520/21.261/2.642 ms

~~~ abnormal~~~

Last login: Thu Aug 6 21:30:50 on ttys000
kevin@MBP15 ~ % ping 8.8.8.8
PING 8.8.8.8 (8.8.8.8): 56 data bytes
92 bytes from usg (10.10.1.1): Destination Host Unreachable
Vr HL TOS Len ID Flg off TTL Pro cks Src Dst
4 5 00 5400 d7ef 0 0000 3f 01 883a 10.10.1.102 8.8.8.8

Request timeout for icmp_seq 0
Request timeout for icmp_seq 1
Request timeout for icmp_seq 2
92 bytes from usg (10.10.1.1): Destination Host Unreachable
Vr HL TOS Len ID Flg off TTL Pro cks Src Dst
4 5 00 5400 88d6 0 0000 3f 01 d753 10.10.1.102 8.8.8.8

Request timeout for icmp_seq 3
Request timeout for icmp_seq 4
Request timeout for icmp_seq 5
92 bytes from usg (10.10.1.1): Destination Host Unreachable
Vr HL TOS Len ID Flg off TTL Pro cks Src Dst
4 5 00 5400 13c1 0 0000 3f 01 4c69 10.10.1.102 8.8.8.8

Request timeout for icmp_seq 6
Request timeout for icmp_seq 7
^CRequest timeout for icmp_seq 8
Request timeout for icmp_seq 9
^C
--- 8.8.8.8 ping statistics ---
11 packets transmitted, 0 packets received, 100.0% packet loss
kevin@MBP15 ~ %


Last login: Fri Aug 7 16:25:48 on ttys000
kevin@MBP15 ~ % ping 8.8.8.8
PING 8.8.8.8 (8.8.8.8): 56 data bytes
Request timeout for icmp_seq 0
Request timeout for icmp_seq 1
92 bytes from usg (10.10.1.1): Destination Host Unreachable
Vr HL TOS Len ID Flg off TTL Pro cks Src Dst
4 5 00 5400 1f35 0 0000 3f 01 40f5 10.10.1.102 8.8.8.8

Request timeout for icmp_seq 2
Request timeout for icmp_seq 3
Request timeout for icmp_seq 4
92 bytes from usg (10.10.1.1): Destination Host Unreachable
Vr HL TOS Len ID Flg off TTL Pro cks Src Dst
4 5 00 5400 0d8b 0 0000 3f 01 529f 10.10.1.102 8.8.8.8

Request timeout for icmp_seq 5
Request timeout for icmp_seq 6
Request timeout for icmp_seq 7
^C
--- 8.8.8.8 ping statistics ---
9 packets transmitted, 0 packets received, 100.0% packet loss
kevin@MBP15 ~ %

Re: Internet Keeps Dropping

sgobiraj
I Plan to Stick Around

What firmware is your new replacement modem on? Is it on 36T8 or 7.1.1.32? 7.1.1.32 is problematic in bridge mode contrary to what the folks at Rogers seem to believe.

Re: Internet Keeps Dropping

KCheng
I Plan to Stick Around

don't know the firmware version yet, need to re-enable the gateway mode for checking.

 

the issue happened with my old modem also, but the one was working fine for almost 2 years, so I guess the issue is not modem related.

Re: Internet Keeps Dropping

sgobiraj
I Plan to Stick Around
You can access the modem interface in bridge mode by going to 192.168.100.1

Re: Internet Keeps Dropping

@KCheng you don't have to re-enable Gateway mode to check the version.  Simply log into the modem using 192.168.100.1 as the login address.  That address will work when the modem is in Bridge mode.  If the modem doesn't respond to the login attempts, thats an indication that version 7.1.1.32 is loaded.  Pull the power from the modem, wait for 10 to 15 seconds and plug it back in.  That forces a restart/reboot.  You should be able to log into the modem after the restart is complete. 

 

After you have logged into the modem, navigate to the STATUS .... DOCSIS WAN tab.  Copy the entire signal table, starting at the Downstream Overview line and go all the way down the very bottom right hand corner of the table, which is the OFDM/OFDMA section.  Select or highlight that entire area, right click .... Copy.  In a new post, right click .... Paste.  That should paste in the entire table as it appears in the modem's UI. 

 

Ideally you should be able to log into the modem at any time, but, version 7.1.1.32 is proving to be a problem.  Try to log in first to see if you can actually get past the login.  If that fails, the restart the modem.  I'd prefer to see the signal data prior to the restart if possible.  Restarting the modem will temporarily clear up signal issues, unless they are really bad, so, its important to be able to see that data when the modem has been running for a period of time and misbehaving at that point.  



Re: Internet Keeps Dropping

sgobiraj
I Plan to Stick Around
Do you know if this issue is being fixed anytime soon? I can't seem to troubleshoot any of the issues I'm having in bridge mode with this new firmware. As you mentioned once I reboot everything goes back to normal.

Re: Internet Keeps Dropping

KCheng
I Plan to Stick Around
thanks sgobiraj & Datalink, you are right, I can get the version number.
 
Hardware Version 1A
Software Version 7.1.1.32
 
Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 597000000 QAM256 -3.700 8 40.366
2 849000000 QAM256 -6.799 2 38.605
3 855000000 QAM256 -7.099 3 38.605
4 861000000 QAM256 -7.500 4 38.605
5 579000000 QAM256 -4.200 5 38.983
6 585000000 QAM256 -3.900 6 38.983
7 591000000 QAM256 -3.900 7 38.983
8 279000000 QAM256 -1.000 1 40.946
9 603000000 QAM256 -4.400 9 38.983
10 609000000 QAM256 -4.500 10 38.605
11 615000000 QAM256 -4.099 11 38.983
12 621000000 QAM256 -4.099 12 38.983
13 633000000 QAM256 -4.400 13 38.983
14 639000000 QAM256 -4.200 14 38.983
15 645000000 QAM256 -4.200 15 38.983
16 651000000 QAM256 -4.299 16 38.983
17 657000000 QAM256 -4.500 17 38.983
18 663000000 QAM256 -4.299 18 38.983
19 669000000 QAM256 -4.700 19 38.983
20 675000000 QAM256 -5.099 20 38.983
21 681000000 QAM256 -5.400 21 38.983
22 687000000 QAM256 -5.799 22 38.983
23 693000000 QAM256 -6.400 23 38.983
24 699000000 QAM256 -6.099 24 38.983
25 705000000 QAM256 -6.000 25 38.605
26 711000000 QAM256 -5.400 26 38.605
27 717000000 QAM256 -5.500 27 38.605
28 723000000 QAM256 -5.000 28 38.983
29 825000000 QAM256 -4.099 29 38.983
30 831000000 QAM256 -4.700 30 38.983
31 837000000 QAM256 -5.200 31 38.983
32 843000000 QAM256 -5.799 32 38.605

Re: Internet Keeps Dropping

KCheng
I Plan to Stick Around
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
13699600064QAM44.27046400000
22210000064QAM45.51013200000
33059600064QAM45.77036400000
42530000064QAM45.51023200000
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