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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*

1,021 REPLIES 1,021

Re: Internet Keeps Dropping

Ok, the top DOCSIS 3.0 channels (1 to 32) are all low, for the most part ok, but still a little low.  The target level is 0 dbmV, but where those levels are shouldn't be an issue.  There is also a high frequency roll off that can be seen which is typical in the Rogers network.  Those levels should be at 0 dBmV across the board.  The signal to noise ratios are good.  Normally these channels aren't used by the modem as the modem uses the DOCSIS 3.1 OFDM channel for its downstream data, which in your case doesn't show any data, so, the DOCSIS 3.0 channels are in use and any drop in signal level matters.  

 

The downstream OFDM channel doesn't show any data, which would indicate that the DOCSIS 3.1 OFDM channel isn't running, so, there's a definite problem in the 300 to 500 Mhz range in your cable system.  Most likely due to an external cable / connector issue. 

 

The upstream DOCSIS 3.0 channels are elevated, within spec, but above the normal 30 to 32 dBmV range that is typically seen with this modem.  That indicates that the modem output is running higher than normal to counter any signal losses enroute to the neighbourhood node.  

 

So, you've got cable / connector problems.  The DOCSIS 3.0 upstream channels which run in the 5 to 42 Mhz range are running higher than normal for their output power levels, the OFDM channel which runs in the 300 to 500 Mhz range isn't present, the DOCSIS 3.0 channels in the 500 to 900 Mhz range are all low.  Your ping test are also showing losses.   If you looked at the front of the modem, the downstream LED should be a lighter blue, its supposed to be magenta officially.  The lighter blue colour indicates that the downstream DOCSIS 3.1 OFDM channel is running.  Both downstream and upstream LEDs should be showing a darker blue at this point, indicating that the modem is running DOCSIS 3.0 in both directions.  Thats a backup mode of operations.  With good signal levels the 4582 modem actually has very good performance running DOCSIS 3.0 in both directions.

 

Ok, at the present time, I'd say, call tech support, dial 611 on a Rogers Home phone or cell phone to reach tech support.  Tell the Tech support rep that you have:

 

1. packet loss,;

2.  all of the downstream DOCSIS 3.0 signal levels are all low

3.  the DOCSIS 3.0 upstream channels are high, within spec, but higher than normal;

4.  the downstream DOCSIS 3.1 OFDM channel isn't present.

 

Ask the tech to run a signal check on the modem.  It should fail automatically and the tech should arrange for a field tech to inspect the external cable and connectors and replace them if necessary.  If you have underground cabling, you might end up with a temporary cable running to your house if the present cable isn't performing as expected.  

 

Try that and let us know how the conversation goes.  The tech will no doubt give you static about running the modem in Bridge mode with a router behind it, but, that has absolutely nothing to do with the modem's signal levels and the problems that you're experiencing.  I'd absolutely resist any request to kick the modem into Gateway mode, there's no need for it.  I'd also resist any suggestion to reboot the modem, which will temporarily return the signal levels to their normal levels, unless of course the external cable and its connectors are very badly degraded.  Some techs will ask you to reboot the modem, which returns the modem to a normal operating mode, albeit temporarily, at which point the tech will declare victory.  Don't let that happen.  The solution here is a field tech, who should determine what the problem is. 

 

When the tech visit is all said and done, please repost the signal levels.  Sometimes this takes more than one visit, so, one can't assume that the first tech will absolutely resolve the issue.  Not slagging the field techs, just passing on an observation from previous cases. 



Re: Internet Keeps Dropping

@sgobiraj@RogersIan is aware of the data display issue, so its either an Intel or Hitron problem that will hopefully be sorted out in the next version.  Don't know how long that will take to be released. 



Re: Internet Keeps Dropping

KCheng
I Plan to Stick Around

million thanks @Datalink 

thanks for your detail explanation, I will contact Rogers' rep as soon as I can and keep you posted!

Re: Internet Keeps Dropping

@KCheng are you running any other Rogers services like Nextbox's or Home Phone.  If so, they would require a splitter to run, so that would explain the lower downstream and higher upstream DOCSIS 3.0 signal levels.  That doesn't explain the missing downstream OFDM channel which your modem should be using.  That's a different matter altogether. 

 



Re: Internet Keeps Dropping

KCheng
I Plan to Stick Around

I have no other Rogers' services, except Internet (for now)

 

I went to basemant & check the cable / comnnector just now. I found out that I have installed a y-splitter, I almost forgot about it.

 

incoming data cable
 ---> cable > modem
 ---> termination cap

 

I disconnected and re-connected all cable again to make sure all are fixed, and checked the STATUS page also.

 

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000QAM256-2.700740.366
2849000000QAM256-5.400238.605
3855000000QAM256-5.700338.605
4861000000QAM256-6.099438.605
5579000000QAM256-2.799538.983
6585000000QAM256-2.599638.983
7279000000QAM2560.099140.946
8597000000QAM256-2.400840.366
9603000000QAM256-3.000940.366
10609000000QAM256-3.2001038.983
11615000000QAM256-3.0001138.605
12621000000QAM256-2.9001238.983
13633000000QAM256-3.0991338.983
14639000000QAM256-2.9001438.983
15645000000QAM256-3.0001538.983
16651000000QAM256-3.0001640.366
17657000000QAM256-3.0991738.983
18663000000QAM256-3.0001838.605
19669000000QAM256-3.4001938.605
20675000000QAM256-3.7002038.983
21681000000QAM256-3.7992138.983
22687000000QAM256-4.4002238.983
23693000000QAM256-5.0002338.605
24699000000QAM256-4.7002438.605
25705000000QAM256-4.7992538.605
26711000000QAM256-4.2002638.983
27717000000QAM256-4.2992738.983
28723000000QAM256-3.7992838.983
29825000000QAM256-2.7992938.983
30831000000QAM256-3.4003038.605
31837000000QAM256-3.7003138.605
32843000000QAM256-4.2993238.605
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES-0.700001
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
13059600064QAM43.02036400000
23699600064QAM43.02046400000
32210000064QAM42.76013200000
42530000064QAM42.01023200000
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

Re: Internet Keeps Dropping

Same problem here! I had been getting frequent internet signal drops since April with CGN3 modem I’ve had for years in bridge mode. Called tech support a month ago, no resolution. Told me to check for malware - 4 diff anti virus software, nothing. Whenever internet service drops, it’s on all devices. Sometime the “@“ light goes out on the modem panel, sometimes it didn’t.  Was fed up with powering down to reboot the modem, so finally when it happened again last Friday, called tech support for a new modem. Got a CODA replacement today and installed. 12 hours later, experienced same kind of signal outage!! Lasted 5 mins. Both Tv and internet both interrupted.  What are possible causes? Side note: internet degradation has tended to happen in last few weeks with TV box signal issues (high number channels can not load / not available) making me suspect it’s related to cable connections or line issues.  
PS: 1 minute after posting this message, internet was down again.. had to wait 5mins to add this postscript!!

Re: Internet Keeps Dropping

KCheng
I Plan to Stick Around

update…

 

contacted Rogers’ tech support today, the tech guy helped me to check the signal on the modem, and he said the result looked okay, but saw some disconnections on the modem during the test.

 

after that, he helped me to arrange a field tech guy to pay a visit my home tomorrow for further checking and I didn’t got chance to ask for it! 🙂

 

he is a nice tech support guy!

Re: Internet Keeps Dropping

KCheng
I Plan to Stick Around

update 2...

 

the technician came to my home this morning, he helped to check the signal from the incoming cable & the one from incoming cable to modem.

 

sadly, he found no problem at all,  I was told the signals are very good & nothing he can do...

 

am I really nothing can do?

Re: Internet Keeps Dropping

Hello @Natto

 

Thank you for your post and welcome to the Community.
I hope you and your loved ones are doing well and keeping safe.


We know how important it is to stay connected at all times, especially with everything that's going on right now. 

Thank you for all the troubleshooting steps you have already completed.
Would you be able to run a speed test when you next notice the issue and share the results with us? Additionally, can you share your modem's event log so we can look further into the issue. 

 

@KCheng, we'd like to take a closer look at the situation with you.
You can send us a PM to get started.

Not sure how the send us a Private Message, please check here.

 

Regards
RogersRob

Re: Internet Keeps Dropping

12heater
I've Been Here Awhile

Just to confirm, by local LAN, you're talking about pinging 192.168.0.1?

 

Here are my downstream and upstream overview:

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1615000000256QAM5.9001140.366
2621000000256QAM5.8001240.366
3633000000256QAM5.5001340.366
4639000000256QAM5.6001440.366
5645000000256QAM4.7001539.397
6651000000256QAM4.3001638.983
7657000000256QAM3.9001738.983
8663000000256QAM3.5001838.605
9669000000256QAM3.4001938.983
10675000000256QAM3.9002038.983
11681000000256QAM4.4002138.983
12687000000256QAM4.6002238.983
13699000000256QAM5.4002440.366
14705000000256QAM5.6002538.983
15711000000256QAM5.6002638.983
16717000000256QAM5.6002740.366
17723000000256QAM5.8002838.983
18825000000256QAM5.2002940.366
19831000000256QAM4.9003038.983
20837000000256QAM4.3003138.983
21843000000256QAM4.3003240.946
22849000000256QAM3.900238.983
23855000000256QAM3.000338.605
24861000000256QAM1.800438.605
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
125900000ATDMA - 64QAM37.25026400000
238700000ATDMA - 64QAM38.75046400000
332300000ATDMA - 64QAM38.00036400000
421100000ATDMA - 64QAM36.5001

3200000

 

As well, I do notice quite a bit of these errors in my DOCSIS event log. It's always the same thing everyday. I blanked out the MAC address. Not sure if I should be showing it or not.

 

1808/13/20 12:49:5468010300errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
1908/13/20 16:29:3282000200criticalNo Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
2008/13/20 16:50:4484020200warningLost MDD Timeout;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;

Re: Internet Keeps Dropping

Hi @RogersRob

 

Thank you for your message. I ran a speed test yesterday when I was having the signal issue: Ping 5 / download 80 and upload 16, on 2G Wi-Fi. It was the CODA 4582U modem that I had just received 2 days ago.  Had the same problem with signal drops and slow speeds when on the Black CGN3 modem, which I just shipped back. Just today, I've had signal disruptions a few times already, where the green "@" light on the modem display goes out completely for about 5 minutes.   I called tech support last night, they are sending a technician over today, after they ran some tests remotely. Have not been informed what problems they may be investigating.

 

Following this trail, I've also logged into the modem to get the DOCSIS WAN stats. This is from this afternoon, after one of those internet drop episodes:

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000QAM256-2.799737.355
2597000000QAM256-3.299837.355
3603000000QAM256-2.599937.636
4579000000QAM256-3.700537.636
5585000000QAM256-3.099637.636
6279000000QAM256-3.700137.636
7609000000QAM256-2.9001037.636
8615000000QAM256-2.9001137.636
9621000000QAM256-3.2001237.355
10633000000QAM256-2.4001337.636
11639000000QAM256-2.7001437.636
12645000000QAM256-2.4001537.636
13651000000QAM256-2.4001637.636
14657000000QAM256-3.0991737.636
15663000000QAM256-2.5001838.605
16669000000QAM256-3.0991937.636
17675000000QAM256-3.7992037.636
18681000000QAM256-3.5002137.636
19687000000QAM256-3.7992237.355
20693000000QAM256-3.5992337.355
21699000000QAM256-3.2992437.636
22705000000QAM256-3.5002537.636
23711000000QAM256-3.9002637.636
24717000000QAM256-4.4002737.355
25723000000QAM256-4.7992836.609
26825000000QAM256-4.0002936.609
27831000000QAM256-4.7003036.386
28837000000QAM256-5.5003136.386
29843000000QAM256-5.5993236.609
30849000000QAM256-6.000236.609
31855000000QAM256-6.299336.609
32861000000QAM256-6.900436.386
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES-3.599998
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
13059600064QAM49.27076400000
23699600064QAM49.77086400000
32210000064QAM48.26053200000
42530000064QAM49.51063200000
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

mousetamer
I'm a Trusted Contributor

I'm in the same boat with the constant drops. It has been happening for about a month now. Vast majority of them are between 7:30 am and about noon. I've spent over 10 hours on the phone with Rogers, had 2 techs over at the house, and I'm on my 3rd modem since this started. So far, nothing has helped and I am sure the issue is with Rogers and not my house.  A Senior Tech was supposed to contact me last week, but apparently the employee who set that up didn't do it right. I had to call back this Tuesday and set it up again. The tech was supposed to contact me within 72 hours, but nothing so far.  Hopefully, the tech figures out what the issue is because it is driving us crazy. If the disconnects happened once or twice a day, I could probably live with it. Ten or more times each morning is a bit much.  

Re: Internet Keeps Dropping

User0549
I've Been Here Awhile

I have Rogers gigabit modem probably in bridge mode
Hooked up to Linksys ea9300 wireless router
The router has a light on it when it is red there is no internet .

Through out the day we get a no route issue 2
To 5 times a day last 2
Minutes to 10 minutes .

I keep having to unplug gigabit modem for 30 seconds wait 2 minutes to reconnect then it works

Makes it difficult to work from home .

Not sure what firmware version is on my modem

Can someone look and check logs to see when modems disconnecting and trouble shoot the cause . Is it the modem or is it a hop on other side to wan ?

Re: Internet Keeps Dropping

Hello, 

 

@12heater - We can run additional diagnostics on your line to determine the root cause of your intermittent Internet. Please send us a private message.

 

@Natto - Keep us posted on the outcome from the tech's visit. If the issue persists, please feel free to send us a private message. 

 

@mousetamer - Thanks for joining this discussion; intermittent Internet can certainly be disruptive. We can follow up with Senior Tech's visit for you. Please drop us a line in a PM. 

 

@User0549 - I appreciate posting your Internet intermittency concerns, and welcome to Rogers Community Forums! We can check the signal levels and other specs on your modem. You may have to put the modem in the gateway mode while we run the diagnostics. Please feel free to send us a private message. 

 

A PM can be sent to us at @CommunityHelps. You can find details about our private messaging in this blog

 

Regards,

RogersMoin

 

Re: Internet Keeps Dropping

ddude
I Plan to Stick Around

To all the people who have issues with rogers internet getting disconnected intermittently, i have been working with the rogers team( spoke to senior tech, OOP , someone from the network team) who basically said its a network issue and they cant do anything to fix it.

from all my research and reading online regarding the issue, it seems like rogers has a serious bufferbloat problem, which no one seem to acknowledge. they keep saying that they sent a tech to work on network, but nothing made a difference.

 I did setup a PRTG ping sensor to monitor my internet connectivity and packet loss. here is a small graphic 

Sensor was setup on 8th Aug morning.

you see a consistent packet loss of around 10-15%.

Aug 13th around 9:30 pm, i turned on SQM ( using FQ_CODEL)  and there is a remarkable difference in packetloss

 

URL : https://imgur.com/JXbm52o 

 

Packet_loss_report.png

 

adding sample data form PRTG as well

 

8/8/2020 8:00:00 AM − 9:00:00 AM     0 %
8/8/2020 9:00:00 AM − 10:00:00 AM14 msec10 msec18 msec9 %0 %100 %
8/8/2020 10:00:00 AM − 11:00:00 AM14 msec10 msec19 msec6 %0 %100 %
8/8/2020 11:00:00 AM − 12:00:00 PM14 msec10 msec19 msec6 %0 %100 %
8/8/2020 12:00:00 PM − 1:00:00 PM14 msec10 msec19 msec6 %0 %100 %
8/8/2020 1:00:00 PM − 2:00:00 PM14 msec10 msec19 msec4 %0 %100 %
8/8/2020 2:00:00 PM − 3:00:00 PM14 msec10 msec19 msec6 %0 %100 %
8/8/2020 3:00:00 PM − 4:00:00 PM15 msec11 msec21 msec5 %0 %100 %
8/8/2020 4:00:00 PM − 5:00:00 PM16 msec11 msec21 msec6 %0 %100 %
8/8/2020 5:00:00 PM − 6:00:00 PM16 msec11 msec21 msec7 %0 %100 %
8/8/2020 6:00:00 PM − 7:00:00 PM19 msec13 msec28 msec9 %0 %100 %
8/8/2020 7:00:00 PM − 8:00:00 PM17 msec11 msec24 msec8 %0 %100 %
8/8/2020 8:00:00 PM − 9:00:00 PM24 msec13 msec41 msec9 %0 %100 %
8/8/2020 9:00:00 PM − 10:00:00 PM15 msec11 msec20 msec7 %0 %100 %
8/8/2020 10:00:00 PM − 11:00:00 PM16 msec11 msec23 msec6 %0 %100 %
8/8/2020 11:00:00 PM − 12:00:00 AM16 msec11 msec22 msec7 %0 %100 %
8/9/2020 12:00:00 AM − 1:00:00 AM16 msec11 msec22 msec7 %0 %100 %
8/9/2020 1:00:00 AM − 2:00:00 AM14 msec10 msec20 msec6 %0 %100 %
8/9/2020 2:00:00 AM − 3:00:00 AM13 msec10 msec18 msec7 %0 %100 %
8/9/2020 3:00:00 AM − 4:00:00 AM13 msec10 msec18 msec6 %0 %100 %
8/9/2020 4:00:00 AM − 5:00:00 AM14 msec10 msec19 msec9 %0 %100 %
8/9/2020 5:00:00 AM − 6:00:00 AM13 msec10 msec17 msec7 %0 %100 %
8/9/2020 6:00:00 AM − 7:00:00 AM13 msec10 msec18 msec6 %0 %100 %
8/9/2020 7:00:00 AM − 8:00:00 AM14 msec10 msec19 msec7 %0 %100 %
8/9/2020 8:00:00 AM − 9:00:00 AM13 msec9 msec17 msec6 %0 %100 %
8/9/2020 9:00:00 AM − 10:00:00 AM14 msec10 msec19 msec7 %0 %100 %
8/9/2020 10:00:00 AM − 11:00:00 AM14 msec10 msec20 msec3 %0 %100 %
8/9/2020 11:00:00 AM − 12:00:00 PM14 msec10 msec19 msec7 %0 %100 %
8/9/2020 12:00:00 PM − 1:00:00 PM17 msec10 msec26 msec6 %0 %100 %
8/9/2020 1:00:00 PM − 2:00:00 PM19 msec12 msec27 msec3 %0 %100 %
8/9/2020 2:00:00 PM − 3:00:00 PM19 msec12 msec28 msec9 %0 %100 %
8/9/2020 3:00:00 PM − 4:00:00 PM17 msec12 msec23 msec10 %0 %100 %
8/9/2020 4:00:00 PM − 5:00:00 PM16 msec11 msec22 msec8 %0 %100 %
8/9/2020 5:00:00 PM − 6:00:00 PM16 msec11 msec21 msec6 %0 %100 %
8/9/2020 6:00:00 PM − 7:00:00 PM15 msec11 msec21 msec13 %0 %100 %
8/9/2020 7:00:00 PM − 8:00:00 PM16 msec11 msec22 msec6 %0 %100 %
8/9/2020 8:00:00 PM − 9:00:00 PM17 msec11 msec25 msec8 %0 %100 %
8/9/2020 9:00:00 PM − 10:00:00 PM16 msec11 msec22 msec7 %0 %100 %
8/9/2020 10:00:00 PM − 11:00:00 PM17 msec11 msec25 msec6 %0 %100 %
8/9/2020 11:00:00 PM − 12:00:00 AM16 msec11 msec23 msec5 %0 %100 %
8/10/2020 12:00:00 AM − 1:00:00 AM14 msec10 msec21 msec6 %0 %100 %
8/10/2020 1:00:00 AM − 2:00:00 AM16 msec10 msec24 msec8 %0 %100 %
8/10/2020 2:00:00 AM − 3:00:00 AM14 msec10 msec18 msec6 %0 %100 %
8/10/2020 3:00:00 AM − 4:00:00 AM14 msec10 msec19 msec7 %0 %100 %
8/10/2020 4:00:00 AM − 5:00:00 AM13 msec10 msec18 msec5 %0 %100 %
8/10/2020 5:00:00 AM − 6:00:00 AM15 msec11 msec21 msec8 %0 %100 %
8/10/2020 6:00:00 AM − 7:00:00 AM18 msec10 msec32 msec6 %0 %100 %
8/10/2020 7:00:00 AM − 8:00:00 AM15 msec11 msec23 msec4 %0 %100 %
8/10/2020 8:00:00 AM − 9:00:00 AM13 msec10 msec18 msec4 %0 %100 %
8/10/2020 9:00:00 AM − 10:00:00 AM14 msec10 msec18 msec7 %0 %100 %
8/10/2020 10:00:00 AM − 11:00:00 AM15 msec10 msec21 msec4 %0 %100 %
8/10/2020 11:00:00 AM − 12:00:00 PM14 msec10 msec20 msec6 %0 %100 %
8/10/2020 12:00:00 PM − 1:00:00 PM15 msec10 msec21 msec9 %0 %100 %
8/10/2020 1:00:00 PM − 2:00:00 PM14 msec10 msec20 msec7 %0 %100 %
8/10/2020 2:00:00 PM − 3:00:00 PM16 msec11 msec21 msec10 %0 %100 %
8/10/2020 3:00:00 PM − 4:00:00 PM16 msec12 msec22 msec9 %10 %100 %
8/10/2020 4:00:00 PM − 5:00:00 PM15 msec10 msec20 msec5 %0 %100 %
8/10/2020 5:00:00 PM − 6:00:00 PM14 msec10 msec20 msec2 %0 %100 %
8/10/2020 6:00:00 PM − 7:00:00 PM15 msec11 msec22 msec11 %0 %100 %
8/10/2020 7:00:00 PM − 8:00:00 PM16 msec11 msec23 msec7 %0 %100 %
8/10/2020 8:00:00 PM − 9:00:00 PM18 msec12 msec25 msec5 %0 %100 %
8/10/2020 9:00:00 PM − 10:00:00 PM17 msec11 msec23 msec6 %0 %100 %
8/10/2020 10:00:00 PM − 11:00:00 PM18 msec12 msec24 msec11 %0 %100 %
8/10/2020 11:00:00 PM − 12:00:00 AM16 msec10 msec24 msec8 %0 %100 %
8/11/2020 12:00:00 AM − 1:00:00 AM21 msec13 msec36 msec7 %0 %100 %
8/11/2020 1:00:00 AM − 2:00:00 AM16 msec10 msec25 msec6 %0 %100 %
8/11/2020 2:00:00 AM − 3:00:00 AM18 msec11 msec25 msec8 %0 %100 %
8/11/2020 3:00:00 AM − 4:00:00 AM15 msec11 msec19 msec8 %0 %100 %
8/11/2020 4:00:00 AM − 5:00:00 AM15 msec11 msec20 msec7 %0 %100 %
8/11/2020 5:00:00 AM − 6:00:00 AM15 msec10 msec19 msec6 %0 %100 %
8/11/2020 6:00:00 AM − 7:00:00 AM14 msec10 msec19 msec6 %0 %100 %
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8/15/2020 9:00:00 AM − 10:00:00 AM19 msec10 msec34 msec<1 %0 %100 %
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8/15/2020 12:00:00 PM − 1:00:00 PM13 msec9 msec19 msec<1 %0 %100 %
8/15/2020 1:00:00 PM − 2:00:00 PM13 msec9 msec18 msec0 %0 %60 %
8/15/2020 2:00:00 PM − 3:00:00 PM     0 %

 

i would love to hear thoughts from the experts @Datalink  and @-G-  . 

 

my setup: CODA modem running in bridge mode. 

Re: Internet Keeps Dropping

-G-
Resident Expert
Resident Expert

@ddude  Kudos for implementing a fix what works well for you!

 

I think that it's great that you measured your network performance, implemented a prescriptive solution, and then confirmed that your optimization attempts achieved the desired results.

 

I have also tested SQM / Cake on OpenWrt with good results.  I currently have it disabled.  I'm not a gamer and my upstream traffic is relatively low, so bufferbloat is not causing problems for me at the moment, and enabling SQM does put additional load on the router's CPU.  Nevertheless, it's nice to have a fix ready that can be enabled when needed.

Re: Internet Keeps Dropping

Natto
I'm Here A Lot

Hello @-G-  , @RogersMoin 

 

I use VPN for work.   The intermittent signal drops and the slow upload speeds do have a substantial impact on my ability to work from home effectively. Any suggestions for fixes?  Update: post tech visit, I was informed there is a problem with the "node" feed servicing my neighbourhood.  He referred to a "green box" near my neighbour's property.

Re: Internet Keeps Dropping

ddude
I Plan to Stick Around

@-G-  i'm not a gamer, my issue was getting usable internet and get rid of frequent disconnects on VPN, skype, Webex sessions that are now the norm since everyone is working from home .

 

also this is not a fix, its just a band aid that helps my internet perform a bit better that previous state. 

having said that, Rogers really need to look into this as this issue is impacting lot of subscribers .  not all subscribers have enough technical now how to fix it or implement something on tier side, or even have a router than can support sqm for gigabit.  Heck I run an ER4, and even with that I cannot handle sqm at gigabit and can only max out at around 400 Mbps.  but that is a drop i'm willing to take a slightly better usable internet. 

Re: Internet Keeps Dropping

-G-
Resident Expert
Resident Expert

@ddude  Hi.  Sorry, I think I misunderstood the context of your last post.  I can see that you have been through a lot lately and it sounded like enabling SQM was more of an optimization effort than an attempt to stabilize a connection that is barely working.  There's nothing worse or more frustrating for a paying customer than a service that doesn't work properly.  It doesn't matter whether you are a direct Rogers customer or a TPIA customer; you are a customer that should be valued and there is no excuse for Rogers not delivering service of the highest quality.

 

"Internet Keeps Dropping" can mean different things to different people.  If your modem keeps disconnecting, or there is excessive noise on the cable plant, signals that are out of spec, a high number of uncorrectable codeword errors, excessive packet loss, faulty hardware, faulty infrastructure, etc., this needs to be fixed and only Rogers can fix it.  It pains me to see Rogers customers experience these problems, and it's absolutely heartbreaking whenever TPIA customers are put through support he11 and whenever Rogers spends more time actively NOT fixing problems than what it would take to just fix it.

 

"Internet Keeps Dropping" for some can also mean Wi-Fi problems or can be caused by customers improperly configuring network gear.  This is out of Rogers control.

 

In some cases, excessive network loads, bufferbloat, and other issues that cause excessive latency and jitter can also definitely be a problem.  The link to the Rogers network could be fine, Wi-Fi would be fine, but other factors are causing applications to disconnect and perform poorly.  This affects gamers, but anybody using latency-sensitive applications are "honorary  gamers" as well, and many people these days are dependent on an Internet connection that performs well for school, work, or staying connected with others for whatever reason.

 

@ddude  In your previous post, you said, "from all my research and reading online regarding the issue, it seems like rogers has a serious bufferbloat problem, which no one seem to acknowledge. they keep saying that they sent a tech to work on network, but nothing made a difference."  and that's why it sounded like you were finally just trying to eliminate bufferbloat for whatever reason.  Bufferbloat is caused by excessive packet buffering in network gear.  Huge packet buffers mitigate packet loss and keep the network working (hopefully more) smoothly when traffic levels spike.  As I said before, this causes unwanted jitter for gamers and can break some applications.  Some ping  clients also erroneously report packet loss when ping RTTs / ICMP Echo Replies are delayed beyond a certain threshold.  I wasn't sure if you were seeing actual packet loss or just perceived packet loss, or if actual packet loss was due to Rogers dropping packets (due to packet buffers overflowing or uncorrectable codeword errors) or if this was occurring on your side.  It wasn't clear to me what problem you were actually trying to solve by enabling SQM.  QoS, traffic shaping and rate limiting are useful tools but enabling these should not have any effect on the stability of your Internet link.

Re: Internet Keeps Dropping

ddude
I Plan to Stick Around

hey @-G- 

no worries, I do think i came across a bit hard as my issue has been going on for over 2 months now.

 

for the packet loss , I had setup a PRTG monitor to the first hop from my modem to rogers network and that connection was seeing a packet loss. 

Re: Internet Keeps Dropping

-G-
Resident Expert
Resident Expert

@Natto wrote:

I use VPN for work.   The intermittent signal drops and the slow upload speeds do have a substantial impact on my ability to work from home effectively. Any suggestions for fixes?  Update: post tech visit, I was informed there is a problem with the "node" feed servicing my neighbourhood.  He referred to a "green box" near my neighbour's property.


It sounds like Rogers has confirmed a problem in your area.  Depending on the nature of the problem, there may or may not be much that you can do.  Are you actually seeing a bunch of errors in your modem's Events log (that would be indicative of a problem with your connection to the Rogers network) or is it a case of an overloaded node and poor network performance that is causing problems for you?