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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*

1,022 REPLIES 1,022

Re: Internet Keeps Dropping

ddude
I Plan to Stick Around

you may be suffering from 'buffebloat' issue. Rogers doesn't like to acknowledge it , but comes into picture when you upload too much data at one time.  ( based on you using multiple cams)

Re: Internet Keeps Dropping

Hello @dosto,

 

Thanks for sharing your issue with the rest of the community! Hopefully, we can help you figure out what is going on. Intermittent disconnects can be a huge problem, especially where your home security system is concerned. 🙁

 

Just curious, do you currently have any third party equipment incorporated with your internet set-up? If so, you may want to try removing them from the equation to see if the drops still occur. 

 

Also, as a good starting point, can you kindly post your modem's Downstream and Upstream channel stats? We could have a look to confirm whether or not there are any discrepancies.

 

Kind regards,

RogersLaura

Re: Internet Keeps Dropping

I have this happening on a daily basis - it is very frustrating. One reason I cancelled Rogers Ignite - can't depend on the wifi service - pay a lot of money for constant frustrations

Re: Internet Keeps Dropping

Tonio2k
I've Been Here Awhile
I also been having this issue. Will there be a fix for this?

Re: Internet Keeps Dropping

No third party equipment. 

 

DOCSIS WAN

This menu displays both upstream and downstream signal parameters

 
Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000QAM2560.599740.366
2597000000QAM256-0.200840.946
3603000000QAM256-0.500940.946
4579000000QAM2560.099540.366
5585000000QAM2560.400640.366
6279000000QAM2562.400140.946
7609000000QAM256-0.5991040.366
8615000000QAM256-0.7001140.366
9621000000QAM256-0.2001240.366
10633000000QAM256-0.2991340.946
11639000000QAM2560.0991440.946
12645000000QAM256-0.0991540.366
13651000000QAM256-0.4001640.366
14657000000QAM256-0.2991740.946
15663000000QAM256-0.5001840.366
16669000000QAM256-0.5991940.946
17675000000QAM256-0.2992040.366
18681000000QAM2560.0992140.946
19687000000QAM2560.2002240.366
20693000000QAM2560.0002340.946
21699000000QAM2560.0992440.946
22705000000QAM2560.2002540.946
23711000000QAM256-0.5002640.946
24717000000QAM256-0.7002740.366
25723000000QAM256-1.5002840.366
26825000000QAM256-3.7002938.983
27831000000QAM256-3.7993038.605
28837000000QAM256-4.7993138.605
29843000000QAM256-5.2003238.605
30849000000QAM256-5.200238.983
31855000000QAM256-5.599338.605
32861000000QAM256-6.099437.636
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES1.400002
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
12210000064QAM44.51053200000
23699600064QAM45.52086400000
33059600064QAM45.77076400000
42530000064QAM45.76063200000
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

Hello @hutch4101, @Tonio2k, & @dosto

 

Welcome to the Rogers Community Forums!

 

Thank you for posting your concerns to the community. We'll be happy to investigate this thoroughly for you to see what is causing the intermittent disruption to your service.

 

Please send a private message to @CommunityHelps so we can get started. Not familiar with our private messaging system? No worries, click here.

 

We look forward to hearing from you!

 

RogersTony

 

Re: Internet Keeps Dropping

Digitalist
I've Been Here Awhile

I am having issues like many in this thread where my internet connection will stop working for a few minutes and then fix itself. Sometimes it only happens once or twice in a day, sometimes dozens of times. I have a Hitron CODA-4582U in bridge mode and it shows the following: 

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000QAM2562.799737.355
2597000000QAM2562.799837.636
3603000000QAM2562.599937.355
4855000000QAM2563.900337.636
5861000000QAM2564.199438.605
6579000000QAM2563.200538.605
7585000000QAM2562.700637.636
8849000000QAM2564.599237.636
9609000000QAM2563.2991037.636
10615000000QAM2563.7001137.355
11621000000QAM2563.4001237.636
12633000000QAM2563.4001337.636
13639000000QAM2563.2001437.355
14645000000QAM2563.4001537.636
15651000000QAM2563.5001637.355
16657000000QAM2563.2001737.355
17663000000QAM2562.9001837.355
18669000000QAM2563.2991936.609
19675000000QAM2563.2992036.609
20681000000QAM2563.2992137.355
21687000000QAM2563.7002237.636
22693000000QAM2563.7002337.355
23699000000QAM2563.5992436.609
24705000000QAM2563.2002536.609
25711000000QAM2562.9002636.386
26717000000QAM2562.7002736.386
27723000000QAM2562.2002836.386
28825000000QAM2563.7992937.355
29831000000QAM2563.7003037.355
30837000000QAM2564.0993137.355
31843000000QAM2564.5993237.636
32279000000QAM2563.700137.636
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
04K275600000YESYESYES4.400002
1NANANONONONA
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
12590000064QAM38.52066400000
23870000064QAM39.52086400000
33230000064QAM39.27076400000
42110000064QAM38.76053200000
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
1DISABLED0.00000.00000.00000.00000.0000

2K

 

 

Re: Internet Keeps Dropping

sunfire
I've Been Here Awhile
Same thing is happening to me lm fedup

Re: Internet Keeps Dropping

Hello, 

 

Thank you for posting your concern and welcome to Rogers Community Forums!

 

@Digitalist - Losing the Internet multiple times a day can be bothersome. With that signal levels, your Internet should not drop. Do you notice the modem rebooting when the Internet drops? Do only the WiFi devices lose the connection or both the wired and WiFi devices?

 

@sunfire - It is certainly painful to deal with an intermittent Internet. We can help find a solution for you, please provide us with more details. If you can also include the Downstream/OFDM/Upstream tables, as in the post above, can aid us in analyzing the issue.

 

We look forward to hearing from you!

 

Regards,
RogersMoin

Re: Internet Keeps Dropping

Mangiacake
I've Been Here Awhile
Bell wired my entire subdivision with fibre directly to the home. Since I’ve switched I’ve had zero drops, no bufffering tvand symmetrical 500 mb/s upload and download. If FFTH is available in your area, you should switch. I don’t regret it

Re: Internet Keeps Dropping

SteveAdams
I Plan to Stick Around
Spoiler
I agree.  I am moving to bell too.  Rogers ignite service is TERRIBLE.  I have been months trying to get reliable internet.  I am going today to sign up to bell.  I need to get my email list in order now since I have my email for the past 20 years with rogers.  BIG MISTAKE.   This new ignite system is hot garbage.  

Re: Internet Keeps Dropping

Digitalist
I've Been Here Awhile

@RogersMoin

I have not noticed my Hitron CODA 4582 rebooting when the connection issues happen, and the issue occurs over both wired and wireless connections (one of my first troubleshooting steps was verifying this).

 

When these issues occur I get the following error messages on my Rogers Hitron CODA 4582:

 

DOCSIS Logs

The DOCSIS event logs are shown here

(Log table removed for security/privacy reasons - Please edit CM MAC address before uploading the log - RogersMoin)
 

Re: Internet Keeps Dropping

My intermittent internet drops have reduced significantly in frequency after Rogers tech visit. 

 

Online support here had noticed out of spec upstream during one of the drops and arranged a tech visit. No problems outside but tech had noticed a faulty unused cable in the basement wiring box and disconnected that. Since then, there has only been one drop in past 48 hrs, occurring overnight. The tech had notice mildly anomalous line that was feeding my slingbox, but I elected to leave it alone for now.

 

I can live with this reduced frequency of drops but if the frequency increases, I may have him back to disconnect the slingbox line.

 

Neither Rogers nor Bell offer fibre to home in my neighbourhood.

Re: Internet Keeps Dropping

Tonio2k
I've Been Here Awhile
Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000QAM256-1.099738.605
2597000000QAM256-1.299838.983
3603000000QAM256-0.700938.983
4849000000QAM256-1.299238.605
5855000000QAM256-1.500338.605
6861000000QAM256-1.700438.605
7579000000QAM256-0.900538.983
8585000000QAM256-1.000638.605
9279000000QAM2560.900138.605
10609000000QAM256-0.5001038.983
11615000000QAM256-0.4001138.983
12621000000QAM256-0.5991238.983
13633000000QAM256-1.0001338.983
14639000000QAM256-0.7991438.605
15645000000QAM256-0.5991538.983
16651000000QAM256-0.5001638.983
17657000000QAM256-0.4001738.983
18663000000QAM256-0.2991838.605
19669000000QAM256-0.4001938.983
20675000000QAM256-0.5002038.983
21681000000QAM256-0.5992138.983
22687000000QAM256-0.2992238.983
23693000000QAM256-0.2002338.983
24699000000QAM2560.0002438.983
25705000000QAM2560.0992538.983
26711000000QAM256-0.0992640.366
27717000000QAM256-0.2992738.983
28723000000QAM256-0.5992838.983
29825000000QAM256-1.4002938.983
30831000000QAM256-1.4003038.605
31837000000QAM256-1.4003138.983
32843000000QAM256-1.0993238.983
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES0.400002
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
13870000064QAM37.52046400000
22110000064QAM36.76013200000
33230000064QAM37.02036400000
42590000064QAM37.52026400000
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
0OPERATE0.154813.29309.600043.031535.25002K
1DISABLED0.00000.00000.00000.00000.00002K

Re: Internet Keeps Dropping

I have exactly the same problem. The WiFi drops a few times a day and it comes back after 2 or 3 minutes. When WiFi (internet) is down, the modem light remains "white" and Rogers server side doesn't see anything wrong with the connection. 

 

I have had 3 tech visits so far with one senior. Don't see any improvement yet.

 

Re: Internet Keeps Dropping

-G-
Resident Expert
Resident Expert

@Yvonne626  Welcome to the Community!

 

A few users have reported a problem where Wi-Fi drops on their Ignite WiFi modem whenever their laptop connects to the network:

https://communityforums.rogers.com/t5/Internet/Ignite-WiFi-Gateway-XB6-Losing-internet-connection-mo...

https://communityforums.rogers.com/t5/Internet/Unstable-WiFi-Network-With-a-New-Laptop/m-p/464098

 

Could this also be what is causing your Wi-Fi to drop unexpectedly?

 

It seems to be an incompatibility between the Ignite WiFi modem and Wi-Fi chipsets/drivers on some newer computer systems.  I don't know what other devices also trigger the reset.  A temporary work-around, that seems to make the problem go away, is to configure the problematic device to connect only on the 2.4 GHz band until this gets fixed.

Re: Internet Keeps Dropping

I have been losing internet frequently in the pass few months.  I have reported the problem a few times.  Modem was swapped once CODA-4582U.  Last technician visit said the connector outside my house has to be replaced.  Since then I am still experiencing lost of internet occasionally.  I noticed the modem lost the IP and cannot get one back.  Some time I can fix it by rebooted the modem.  However, many times it won't and I have to wait overnight and reboot the modem to get my IP back.

 

Should I swap my modem again or check anything else?  I am doing the ping test now to see if there is any time out.  It is happening very often so far.

 

Thanks a lot 

Re: Internet Keeps Dropping

We just made the switch to Ignite yesterday.  I've had to restart the modem 4 times now.  We haven't even had the service for 48 hours yet.  Pretty frustrating since my wife and I are both working from home and need internet up and running.  I was on the 150Mbps with no issues 2 days ago, and now I'm on a 1Gbps plan that disconnects every 5-6 hours. 

 

Rogers ran some diagnostics and scripts and said "the signal levels are not within the accepted range".  A tech is coming tomorrow morning to check things out.  I'm not optimistic about this given what I've read in this thread, but fingers crossed! 

Re: Internet Keeps Dropping

My internet has been very unstable for 2 days in the Toronto area. The connection keep dropping and the speed is incredibly unstable. Anyone has a clue what is going on with Rogers??????!

Re: Internet Keeps Dropping

Hello, @Gracieing

 

Welcome to the Rogers Community Forums!

 

Thank you for posting your concern to our community. I know how frustrating it can be to deal with an unstable connection. 😞

 

We'll need a bit more information before we can assist you.

 

  • Are you having issues when connecting to Wi-Fi and Ethernet, or do you only have Wi-Fi devices connected?
  • When the connection is dropping have you noticed any changes to the light pattern on the modem?
  • Have you run any speed tests when the speeds are poor to see what results you are getting?
  • Have you tried any troubleshooting steps since noticing these issues, for example, rebooting the modem?

We look forward to hearing from you!

 

RogersTony

Re: Internet Keeps Dropping

It’s been really intolerable for frequent interruptions of internet. My kids are suffering especially while doing their online studies as well their scheduled exams.