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*

[bobbydigital]

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.  

DOCSIS WAN

This menu displays both upstream and downstream signal parameters

DOCSIS Overview

Network Access	Permitted
DHCP Lease Time	😧 6 H: 15 M: 58 S: 29

Downstream Overview

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

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	NA	NA	NO	NO	NO	NA

Upstream Overview

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

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

DOCSIS Logs

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;

[RogersMike]

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

[bobbydigital]

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.

[SteveAdams]

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.  

[bobbydigital]

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?!?!?!

[Datalink]

@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.  

[bobbydigital]

I am currently sitting at home with no TV or internet.
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.

[SteveAdams]

Move to bell.  You will be much happier. 

[SteveAdams]

Trust me,  Calling every day does not work either.  I was calling every day for months with no resolution to my connection issues. 

[bobbydigital]

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.

[bobbydigital]

Internet and tv down again. Case # C159908577
How do I get a credit to my account for this loss of service from Rogers?

[RogersJo]

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 

[bstotes]

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?

[RogersMike]

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

[rdbassman]

Hey “RogersMike”, is there any way to be removed from this thread? My inquiry was posted back in February, and we’re STILL getting notifications about all these posts we don’t need to follow anymore. I’ve searched but can’t find a way to delete myself from it.

[57]

---

@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).  

[awais22]

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:

Downstream Overview

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

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	1.900002

Upstream Overview

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.

[pshiv11]

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

[doctor80]

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.

[RogersAndy]

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.

@awais22

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.

@pshiv11

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).

@doctor80

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.

@RogersAndy

[dreego]

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.