Internet keeps disconnecting
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07-15-2021 03:58 PM - last edited on 07-15-2021 05:09 PM by RogersMoin
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*
- Labels:
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Connection Issue
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Internet
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Troubleshooting
Re: Internet Keeps Dropping
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10-20-2020 02:00 PM - last edited on 10-21-2020 01:34 PM by RogersMaude
Hello why has my location lost DOCSIS 3.1? Please see below logs? For the last week my modem and my neighbours modems would all reboot at 5:30am. My modem would not reconnect until a physically reboot. I have replaced the modem with a new modem. and now the 5:30am reboot problem is gone but so is my DOCSIS 3.1 connectivity. My speeds and connection are so far stable. But I feel like I am getting scammed by not getting DOCSIS 3.1. My modem used to have one light blue light and a dark blue light now both lights are dark blue. I believe this is a neighbourhood issue. My case number is C159779511. My modem is CODA-4582U. Any help would be appreciated.
This menu displays both upstream and downstream signal parameters
Network Access | Permitted |
DHCP Lease Time | 😧 6 H: 15 M: 58 S: 29 |
Port ID | Frequency (MHz) | Modulation | Signal strength (dBmV) | Channel ID | Signal noise ratio (dB) |
1 | 615000000 | QAM256 | 3.200 | 11 | 38.605 |
2 | 591000000 | QAM256 | 3.000 | 7 | 38.605 |
3 | 597000000 | QAM256 | 3.500 | 8 | 38.983 |
4 | 849000000 | QAM256 | -0.200 | 2 | 37.355 |
5 | 855000000 | QAM256 | 0.500 | 3 | 37.355 |
6 | 861000000 | QAM256 | 0.700 | 4 | 37.355 |
7 | 579000000 | QAM256 | 3.400 | 5 | 38.605 |
8 | 585000000 | QAM256 | 3.000 | 6 | 38.983 |
9 | 603000000 | QAM256 | 4.199 | 9 | 38.983 |
10 | 609000000 | QAM256 | 4.000 | 10 | 38.605 |
11 | 279000000 | QAM256 | 9.599 | 1 | 40.366 |
12 | 621000000 | QAM256 | 4.400 | 12 | 38.605 |
13 | 633000000 | QAM256 | 5.400 | 13 | 38.983 |
14 | 639000000 | QAM256 | 4.800 | 14 | 38.605 |
15 | 645000000 | QAM256 | 4.000 | 15 | 38.983 |
16 | 651000000 | QAM256 | 3.299 | 16 | 38.983 |
17 | 657000000 | QAM256 | 2.799 | 17 | 38.605 |
18 | 663000000 | QAM256 | 3.500 | 18 | 38.983 |
19 | 669000000 | QAM256 | 3.099 | 19 | 38.605 |
20 | 675000000 | QAM256 | 2.099 | 20 | 38.605 |
21 | 681000000 | QAM256 | 1.500 | 21 | 38.605 |
22 | 687000000 | QAM256 | 1.700 | 22 | 38.605 |
23 | 693000000 | QAM256 | 2.700 | 23 | 38.605 |
24 | 699000000 | QAM256 | 2.099 | 24 | 38.605 |
25 | 705000000 | QAM256 | 1.299 | 25 | 38.605 |
26 | 711000000 | QAM256 | 0.700 | 26 | 38.605 |
27 | 717000000 | QAM256 | 0.700 | 27 | 37.636 |
28 | 723000000 | QAM256 | 0.500 | 28 | 37.636 |
29 | 825000000 | QAM256 | 2.099 | 29 | 38.605 |
30 | 831000000 | QAM256 | 2.000 | 30 | 38.605 |
31 | 837000000 | QAM256 | 0.400 | 31 | 37.636 |
32 | 843000000 | QAM256 | -0.200 | 32 | 37.636 |
Receiver | FFT type | Subcarr 0 Frequency(MHz) | PLC locked | NCP locked | MDC1 locked | PLC power(dBmv) |
0 | NA | NA | NO | NO | NO | NA |
1 | NA | NA | NO | NO | NO | NA |
Port ID | Frequency (MHz) | Modulation | Signal strength (dBmV) | Channel ID | Bandwidth |
1 | 30596000 | 64QAM | 38.020 | 7 | 6400000 |
2 | 36996000 | 64QAM | 38.520 | 8 | 6400000 |
3 | 22100000 | 64QAM | 37.510 | 5 | 3200000 |
4 | 25300000 | 64QAM | 37.760 | 6 | 3200000 |
5 | 0 | QAM_NONE | - | --- | 1600000 |
6 | 0 | QAM_NONE | - | --- | 1600000 |
7 | 0 | QAM_NONE | - | --- | 1600000 |
8 | 0 | QAM_NONE | - | --- | 1600000 |
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 |
The DOCSIS event logs are shown here
No. | Time | Type | Priority | Event |
1 | 10/20/2020 00:57:56 | 66030111 | Alert | CM Certificate Error;CM-VER=3.1; |
2 | 10/20/2020 10:24:08 | 90000000 | Warning | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-VER=3.1; |
3 | 10/20/2020 10:24:19 | 84000700 | Warning | RCS Partial Service;CM-VER=3.1; |
4 | 10/20/2020 10:24:19 | 73050400 | Warning | REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-VER=3.1; |
5 | 10/20/2020 10:24:26 | 66030111 | Alert | CM Certificate Error;CM-VER=3.1; |
6 | 10/20/2020 10:54:03 | 68010300 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-VER=3.1; |
7 | 10/20/2020 13:28:59 | 82000200 | Critical | No Ranging Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.1; |
8 | 10/20/2020 14:37:11 | 74010100 | Notice | CM-STATUS message sent. Event Type Code: 5; Chan ID: 11; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-VER=3.1; |
Re: Internet Keeps Dropping
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10-21-2020 02:47 PM - edited 10-22-2020 08:10 AM
Hello there @bobbydigital,
Thank you for sharing the modem status results with us this sure helps. I know how important it is to have a consistent and stable Internet connection, dealing with connectivity drops can be very tricky.
Since the ticket was submitted a few days ago, did you receive any follow up notification or any updates regarding the ticket for the area issue?
Sorry to hear you’re having issues with DOCSIS 3.1 Downstream transmit not being in spec. Just to ensure your configuration is set up for optimal performance can we ensure all cables are hand-tight, any signs of wear and tear on the cabling? Also, can you confirm if anything was added to the line for example splitters or boosters?
Looking forward to your response.
Kind Regards,
RogersMike
Re: Internet Keeps Dropping
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10-21-2020 02:54 PM
Signal went down again this time for both internet and cable tv.
This is happening daily. The ticket was not followed up. Please follow up or else I will switch my entire home to Bell Fibe.
All internal home connections are fine. Modem has been replaced. There must be a problem with the street connection. Send the trucks and the techs to my street.
Re: Internet Keeps Dropping
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10-21-2020 06:19 PM
I am now on bell fibe, the speed difference is outstanding. I am a happy bell internet user now. No more waiting for pages to load, constant service issues etc.
Re: Internet Keeps Dropping
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10-22-2020 07:30 AM
New case number# C159886572
Send the trucks, send the techs, there is a problem on my street in Scarborough. All my neighbours are experiencing the same issue. We have all been issued new modems, there is some sort of instability on the line mostly affect internet stability.
I have lost DOCSIS 3.1 connection, I am now running on DOCSIS 3.0 this will only cause more instability on the Rogers infrastructure.
The lights on my CODA modem are dark blue not light blue! Why am I paying full price for DOCSIS 3.0?!?!?!
Re: Internet Keeps Dropping
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10-22-2020 08:11 AM - edited 10-22-2020 08:16 AM
@bobbydigital there's no problem running DOCSIS 3.0 for your modem. The performance of the 4582 modem running 3.0 is actually pretty good and equals the performance when 3.1 on the download side is running. 3.1 on the upload side is only available at a few limited areas at the moment, which is most likely a test, prior to network wide adoption.
Looking at your signal levels and the statement that there are a number of customers with the same issue, I'd say that there's an issue with the neighbourhood node or with an amplifier that is running between your modem and the neighbourhood node. There is a big signal level drop between 279 Mhz and ~570 Mhz. The DOCSIS 3.1 OFDM channel runs in that frequency range. I don't have any doubts that the negative signal slope exceeds the allowed signal slope, therefore the modem reverts to DOCSIS 3.0 on the downstream side. This problem will affect all modems on the cable run from the neighbourhood node to your modem and beyond, to the end of the cable run. That includes the 4582 modem and the Ignite TV XB6 modems.
At worst, you might see higher latency in the evening, but, you would have to be running a continuous ping to the Rogers DNS in order to determine that. It all depends on the loading at the neighbourhood node and the upstream Cable Modem Termination System (CMTS) which controls all of the connected modems in your area and which provides data services to those modems.
With the case number raised, the moderators could twig the tech support / maintenance staff to determine what action is underway, if any. Or, you could inquire with tech support, using the number that you stated. Personal opinion, I'd be calling every day.
Re: Internet Keeps Dropping
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10-22-2020 08:22 AM
Why would I accept DOCSIS 3.0 when everyone else is getting DOCSIS 3.1?
Have multiple people working from home and this is completely unacceptable.
Re: Internet Keeps Dropping
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10-22-2020 09:42 AM
Move to bell. You will be much happier.
Re: Internet Keeps Dropping
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10-22-2020 09:43 AM
Trust me, Calling every day does not work either. I was calling every day for months with no resolution to my connection issues.
Re: Internet Keeps Dropping
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10-22-2020 09:00 PM
What pisses me off is that Rogers sent me an old CODA modem hardware revision 1A to replace my hardware revision 2A CODA. Because they said my modem is the problem. But in actuality the problem is with the entire street! Now I am running an older version of the already poor CODA modem. Looks like I lost DOCSIS 3.1, not sure why I am paying full price for DOCSIS 3.0? Sent out a few emails to Bell reps let's see what they offer when they reach out to me.
Re: Internet Keeps Dropping
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10-23-2020 09:38 AM
How do I get a credit to my account for this loss of service from Rogers?
Re: Internet Keeps Dropping
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10-24-2020 09:47 AM
Hey @bobbydigital!
Welcome to the Rogers Community Forums! 😊 I hope you're staying safe and sound.
I know firsthand how imperative it is to ensure you stay connected and what an inconvenience it can be when it goes down especially during these times. Hopefully, it's been restored since you've reached out to us! 🤞
Feel free to send us a private message @CommunityHelps so we can have a gander into this for you and check the status of your case as well. In the event that you're unfamiliar with our private messaging system, feel free to Click Here.
Regards,
RogersJo
Re: Internet Keeps Dropping
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10-27-2020 08:51 AM
I've been having issues for what seems like forever. Been through several Ignite Modems with no improvement.
Finally ran a ping test last night - here's the bottom line:
Ping statistics for 99.249.240.1:
Packets: Sent = 3600, Received = 3532, Lost = 68 (1% loss),
Approximate round trip times in milli-seconds:
Minimum = 3ms, Maximum = 57ms, Average = 11ms
From what I've read on this thread, no level of packet loss is acceptable, and in reality, it's closer to 2% (1.89)
What's my next step?
Re: Internet Keeps Dropping
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10-29-2020 01:50 PM
Hello @bstotes
Sorry to hear you're having issues with your home internet I can see how challenging it can be.
Can you ensure you are running the ping test on a wired connection and ensure the internet is not being used by other devices in the home? Believe it or not sometimes something as simple as a faulty connecter on the cable line will help alleviate the signal.
We may need to have a service tech on-site to assist further but before we do we would like to run some diagnostics to your internet modem.
Please keep us posted, looking forward to your response.
Kind Regards,
RogersMike
Re: Internet Keeps Dropping
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10-29-2020 03:38 PM
Re: Internet Keeps Dropping
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10-29-2020 03:43 PM
@rdbassman wrote:
...STILL getting notifications about all these posts we don’t need to follow anymore.
Click your icon at the top right of the screen when logged in. Go to "My Subscriptions" then Notification Settings. Then deselect the appropriate option(s).
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11-05-2020 10:39 PM - last edited on 11-08-2020 01:25 PM by RogersTony
Hi,
My internet has been randomly disconnecting over 20 times throughout the day and Support does not seem to think there is any problem with the internet.
I am on the 1000mbps internet package (Non ignite).
Looking at the logs, I constantly see this when there is disconnect from the internet:
2 | 11/04/2020 07:14:35 | 82000200 | Critical | No Ranging Response received - T3 time-out;CM-MAC=a;CMTS-MAC=00:17:10:90:cc:94;CM-QOS=1.1;CM-VER=3.1; |
Here are more logs from the Modem:
Port ID | Frequency (MHz) | Modulation | Signal strength (dBmV) | Channel ID | Signal noise ratio (dB) |
1 | 591000000 | QAM256 | 1.099 | 7 | 38.983 |
2 | 597000000 | QAM256 | 0.799 | 8 | 40.366 |
3 | 603000000 | QAM256 | 0.299 | 9 | 40.366 |
4 | 579000000 | QAM256 | 0.799 | 5 | 40.366 |
5 | 585000000 | QAM256 | 0.700 | 6 | 38.983 |
6 | 279000000 | QAM256 | 1.400 | 1 | 38.605 |
7 | 609000000 | QAM256 | 0.599 | 10 | 40.946 |
8 | 615000000 | QAM256 | 1.400 | 11 | 40.366 |
9 | 621000000 | QAM256 | 1.900 | 12 | 40.366 |
10 | 633000000 | QAM256 | 2.000 | 13 | 40.366 |
11 | 639000000 | QAM256 | 2.700 | 14 | 40.366 |
12 | 645000000 | QAM256 | 2.599 | 15 | 40.366 |
13 | 651000000 | QAM256 | 2.299 | 16 | 40.366 |
14 | 657000000 | QAM256 | 2.700 | 17 | 40.366 |
15 | 663000000 | QAM256 | 3.000 | 18 | 40.946 |
16 | 669000000 | QAM256 | 2.700 | 19 | 40.366 |
17 | 675000000 | QAM256 | 2.400 | 20 | 40.366 |
18 | 681000000 | QAM256 | 2.700 | 21 | 40.366 |
19 | 687000000 | QAM256 | 2.900 | 22 | 40.366 |
20 | 693000000 | QAM256 | 2.500 | 23 | 40.366 |
21 | 699000000 | QAM256 | 2.500 | 24 | 40.366 |
22 | 705000000 | QAM256 | 2.799 | 25 | 40.366 |
23 | 711000000 | QAM256 | 2.099 | 26 | 38.983 |
24 | 717000000 | QAM256 | 1.799 | 27 | 40.366 |
25 | 723000000 | QAM256 | 1.599 | 28 | 38.605 |
26 | 825000000 | QAM256 | -0.200 | 29 | 38.983 |
27 | 831000000 | QAM256 | -0.099 | 30 | 38.983 |
28 | 837000000 | QAM256 | 0.500 | 31 | 38.605 |
29 | 843000000 | QAM256 | 0.099 | 32 | 38.983 |
30 | 849000000 | QAM256 | -0.299 | 2 | 38.983 |
31 | 855000000 | QAM256 | -0.299 | 3 | 38.983 |
32 | 861000000 | QAM256 | -0.299 | 4 | 38.983 |
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 | 1.900002 |
Port ID | Frequency (MHz) | Modulation | Signal strength (dBmV) | Channel ID | Bandwidth |
1 | 21100000 | 64QAM | 44.010 | 5 | 3200000 |
2 | 38700000 | 64QAM | 46.020 | 8 | 6400000 |
3 | 32300000 | 64QAM | 45.770 | 7 | 6400000 |
4 | 25900000 | 64QAM | 45.020 | 6 | 6400000 |
5 | 0 | QAM_NONE | - | --- | 1600000 |
6 | 0 | QAM_NONE | - | --- | 1600000 |
7 | 0 | QAM_NONE | - | --- | 1600000 |
8 | 0 | QAM_NONE | - | --- | 1600000 |
What can I do to fix this issue? Any suggestions? I have tried resetting the modem, etc, and nothing works.
Thank you.
Re: Internet Keeps Dropping
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11-06-2020 12:38 AM
Hello,
I do have the exact same issue for over a month now and no one is able to fix it. Everytime I call them, they just go over the same troubleshooting steps as if the problem exist on our end. I am on the verge of cancelling this service. I am only waiting for bell to give me a better deal. Their Fiber to the home is spectacular and you will not see any disconnection in service
Re: Internet Keeps Dropping
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11-06-2020 12:50 PM - edited 11-06-2020 12:53 PM
I have intermittent disconnections of internet during the day.
- Happens on both wireless and wired modem
-Both with modem in bridge mode and gateway mode
- CAT wire connected directly to modem
-Modem is connected all the way to the DMARC point
-signals are fine, no SNR
This whole process is getting extremely frustrating for us. I have multiple technicians visit my address and they are not able to detect anything.
I 'm just keep replacing my modem every time. Already have done it 3 times.
All CODA modems that I'm getting are faulty in the end, as they are refurbished .
I feel extremely disappointed with the service, as no one taking ownership here.
We all three in the family are strongly dependent on internet connection, but I feel that our issue is not been taken care and the level of professionalism is low and neglected.
Re: Internet Keeps Dropping
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11-06-2020 10:11 PM - edited 11-06-2020 10:20 PM
Hey @awais22, @pshiv11 and @doctor80!
It's disheartening to hear that you've each had such ongoing intermittent concerns that have not yet been resolved. Thank you for taking the time to let us know here in the community so we can assist in getting to the bottom of it. I have a few questions to help us help you if that's alright.
Your signal levels look good, and though a T3 time out on it's own isn't an indicator of an issue, many of them in a short period of time would signal something.
- Are your disconnects over wired or WiFi?
- Can you log into your modem's GUI and confirm if the LAN/WAN uptime are within 5ish minutes of each other? If the WAN uptime is much lower than the LAN this indicates the modem's loss of connection to the CMTS and it's totally addressable.
We would certainly hate to see you leave, especially if your concern is a resolvable one.
- Are your disconnects over wired or WiFi?
- Are you able to provide your signal levels as shown in the previous post? These are available via logging into your Rogers modem. (url: http://192.168.0.1 / Username: cusadmin / Password: Your WiFi pass).
It sounds like you've been through quite a bit from a troubleshooting perspective... can you provide us with your LAN/WAN uptimes from your modem's GUI? I'm curious to see if the disconnects you're experiencing are visible from the modem. This would be the next logical step to seeing a resolution for you.
Thank you all for your time, and your patience with this.
Re: Internet Keeps Dropping
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11-07-2020 01:46 PM
I am having the same issue as OP.
Internet drops for a couple of minutes 1-4 times per day.
Modem lights don't change, internet comes back without any action on my part. Pinging 8.8.8.8 continuously during the day reveals packet loss/timeouts for about 5-10 pings then recovery then more timeouts about 2-4 times during the issue (which happens 1-4 times per day). I have the Hitron CODA modem which was just reset by tech support and its in bridge mode, but my pinging has been from a directly attached laptop and all devices on my network (including wired) have the same issue.
Tech support has checked twice so far and signals are theoretically fine.
This really seems like some kind of firmware issue or upstream issue with Rogers equipment. Looking forward to a resolution since getting interrupted daily during meetings etc gets pretty frustrating.