Internet Keeps Dropping

[Pguy]

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*

[ddude]

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)

[RogersYasmine]

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

[hutch4101]

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

[Tonio2k]

I also been having this issue. Will there be a fix for this?

[dosto]

No third party equipment. 

DOCSIS WAN

This menu displays both upstream and downstream signal parameters

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	QAM256	0.599	7	40.366
2	597000000	QAM256	-0.200	8	40.946
3	603000000	QAM256	-0.500	9	40.946
4	579000000	QAM256	0.099	5	40.366
5	585000000	QAM256	0.400	6	40.366
6	279000000	QAM256	2.400	1	40.946
7	609000000	QAM256	-0.599	10	40.366
8	615000000	QAM256	-0.700	11	40.366
9	621000000	QAM256	-0.200	12	40.366
10	633000000	QAM256	-0.299	13	40.946
11	639000000	QAM256	0.099	14	40.946
12	645000000	QAM256	-0.099	15	40.366
13	651000000	QAM256	-0.400	16	40.366
14	657000000	QAM256	-0.299	17	40.946
15	663000000	QAM256	-0.500	18	40.366
16	669000000	QAM256	-0.599	19	40.946
17	675000000	QAM256	-0.299	20	40.366
18	681000000	QAM256	0.099	21	40.946
19	687000000	QAM256	0.200	22	40.366
20	693000000	QAM256	0.000	23	40.946
21	699000000	QAM256	0.099	24	40.946
22	705000000	QAM256	0.200	25	40.946
23	711000000	QAM256	-0.500	26	40.946
24	717000000	QAM256	-0.700	27	40.366
25	723000000	QAM256	-1.500	28	40.366
26	825000000	QAM256	-3.700	29	38.983
27	831000000	QAM256	-3.799	30	38.605
28	837000000	QAM256	-4.799	31	38.605
29	843000000	QAM256	-5.200	32	38.605
30	849000000	QAM256	-5.200	2	38.983
31	855000000	QAM256	-5.599	3	38.605
32	861000000	QAM256	-6.099	4	37.636

OFDM Downstream Overview

Receiver	FFT type	Subcarr 0 Frequency(MHz)	PLC locked	NCP locked	MDC1 locked	PLC power(dBmv)
0	NA	NA	NO	NO	NO	NA
1	4K	275600000	YES	YES	YES	1.400002

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	22100000	64QAM	44.510	5	3200000
2	36996000	64QAM	45.520	8	6400000
3	30596000	64QAM	45.770	7	6400000
4	25300000	64QAM	45.760	6	3200000
5	0	QAM_NONE	-	---	1600000
6	0	QAM_NONE	-	---	1600000
7	0	QAM_NONE	-	---	1600000
8	0	QAM_NONE	-	---	1600000

OFDM/OFDMA Overview

Channel Index	State	lin Digital Att	Digital Att	BW (sc's*fft)	Report Power	Report Power1_6	FFT Size
0	DISABLED	0.0000	0.0000	0.0000	0.0000	0.0000	2K
1	DISABLED	0.0000	0.0000	0.0000	0.0000	0.0000	2K

[RogersTony]

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

[Digitalist]

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 ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	QAM256	2.799	7	37.355
2	597000000	QAM256	2.799	8	37.636
3	603000000	QAM256	2.599	9	37.355
4	855000000	QAM256	3.900	3	37.636
5	861000000	QAM256	4.199	4	38.605
6	579000000	QAM256	3.200	5	38.605
7	585000000	QAM256	2.700	6	37.636
8	849000000	QAM256	4.599	2	37.636
9	609000000	QAM256	3.299	10	37.636
10	615000000	QAM256	3.700	11	37.355
11	621000000	QAM256	3.400	12	37.636
12	633000000	QAM256	3.400	13	37.636
13	639000000	QAM256	3.200	14	37.355
14	645000000	QAM256	3.400	15	37.636
15	651000000	QAM256	3.500	16	37.355
16	657000000	QAM256	3.200	17	37.355
17	663000000	QAM256	2.900	18	37.355
18	669000000	QAM256	3.299	19	36.609
19	675000000	QAM256	3.299	20	36.609
20	681000000	QAM256	3.299	21	37.355
21	687000000	QAM256	3.700	22	37.636
22	693000000	QAM256	3.700	23	37.355
23	699000000	QAM256	3.599	24	36.609
24	705000000	QAM256	3.200	25	36.609
25	711000000	QAM256	2.900	26	36.386
26	717000000	QAM256	2.700	27	36.386
27	723000000	QAM256	2.200	28	36.386
28	825000000	QAM256	3.799	29	37.355
29	831000000	QAM256	3.700	30	37.355
30	837000000	QAM256	4.099	31	37.355
31	843000000	QAM256	4.599	32	37.636
32	279000000	QAM256	3.700	1	37.636

OFDM Downstream Overview

Receiver	FFT type	Subcarr 0 Frequency(MHz)	PLC locked	NCP locked	MDC1 locked	PLC power(dBmv)
0	4K	275600000	YES	YES	YES	4.400002
1	NA	NA	NO	NO	NO	NA

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	25900000	64QAM	38.520	6	6400000
2	38700000	64QAM	39.520	8	6400000
3	32300000	64QAM	39.270	7	6400000
4	21100000	64QAM	38.760	5	3200000
5	0	QAM_NONE	-	---	1600000
6	0	QAM_NONE	-	---	1600000
7	0	QAM_NONE	-	---	1600000
8	0	QAM_NONE	-	---	1600000

OFDM/OFDMA Overview

Channel Index	State	lin Digital Att	Digital Att	BW (sc's*fft)	Report Power	Report Power1_6	FFT Size
0	DISABLED	0.0000	0.0000	0.0000	0.0000	0.0000	2K
1	DISABLED	0.0000	0.0000	0.0000	0.0000	0.0000	2K

[sunfire]

Same thing is happening to me lm fedup

[RogersMoin]

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

[Mangiacake]

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

[SteveAdams]

Click here for details

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.  

[Digitalist]

@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)

[dosto]

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.

[Tonio2k]

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	QAM256	-1.099	7	38.605
2	597000000	QAM256	-1.299	8	38.983
3	603000000	QAM256	-0.700	9	38.983
4	849000000	QAM256	-1.299	2	38.605
5	855000000	QAM256	-1.500	3	38.605
6	861000000	QAM256	-1.700	4	38.605
7	579000000	QAM256	-0.900	5	38.983
8	585000000	QAM256	-1.000	6	38.605
9	279000000	QAM256	0.900	1	38.605
10	609000000	QAM256	-0.500	10	38.983
11	615000000	QAM256	-0.400	11	38.983
12	621000000	QAM256	-0.599	12	38.983
13	633000000	QAM256	-1.000	13	38.983
14	639000000	QAM256	-0.799	14	38.605
15	645000000	QAM256	-0.599	15	38.983
16	651000000	QAM256	-0.500	16	38.983
17	657000000	QAM256	-0.400	17	38.983
18	663000000	QAM256	-0.299	18	38.605
19	669000000	QAM256	-0.400	19	38.983
20	675000000	QAM256	-0.500	20	38.983
21	681000000	QAM256	-0.599	21	38.983
22	687000000	QAM256	-0.299	22	38.983
23	693000000	QAM256	-0.200	23	38.983
24	699000000	QAM256	0.000	24	38.983
25	705000000	QAM256	0.099	25	38.983
26	711000000	QAM256	-0.099	26	40.366
27	717000000	QAM256	-0.299	27	38.983
28	723000000	QAM256	-0.599	28	38.983
29	825000000	QAM256	-1.400	29	38.983
30	831000000	QAM256	-1.400	30	38.605
31	837000000	QAM256	-1.400	31	38.983
32	843000000	QAM256	-1.099	32	38.983

OFDM Downstream Overview

Receiver	FFT type	Subcarr 0 Frequency(MHz)	PLC locked	NCP locked	MDC1 locked	PLC power(dBmv)
0	NA	NA	NO	NO	NO	NA
1	4K	275600000	YES	YES	YES	0.400002

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	38700000	64QAM	37.520	4	6400000
2	21100000	64QAM	36.760	1	3200000
3	32300000	64QAM	37.020	3	6400000
4	25900000	64QAM	37.520	2	6400000
5	0	QAM_NONE	-	---	1600000
6	0	QAM_NONE	-	---	1600000
7	0	QAM_NONE	-	---	1600000
8	0	QAM_NONE	-	---	1600000

OFDM/OFDMA Overview

Channel Index	State	lin Digital Att	Digital Att	BW (sc's*fft)	Report Power	Report Power1_6	FFT Size
0	OPERATE	0.1548	13.2930	9.6000	43.0315	35.2500	2K
1	DISABLED	0.0000	0.0000	0.0000	0.0000	0.0000	2K

[Yvonne626]

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.

[-G-]

@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.

[Richardctchan]

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 

[ebrian]

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! 

[Gracieing]

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??????!

[RogersTony]

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

[Hephzibah123]

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.