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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

bobbydigital
I Plan to Stick Around

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;

Re: Internet Keeps Dropping

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

bobbydigital
I Plan to Stick Around

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

SteveAdams
I Plan to Stick Around

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

bobbydigital
I Plan to Stick Around

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

@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

bobbydigital
I Plan to Stick Around
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.

Re: Internet Keeps Dropping

SteveAdams
I Plan to Stick Around

Move to bell.  You will be much happier. 

Re: Internet Keeps Dropping

SteveAdams
I Plan to Stick Around

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

bobbydigital
I Plan to Stick Around

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

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

Re: Internet Keeps Dropping

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

bstotes
I've Been Here Awhile

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

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

rdbassman
I've Been Here Awhile
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.

Re: Internet Keeps Dropping

57
Resident Expert
Resident Expert

@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).  



Re: Internet Keeps Dropping

awais22
I Plan to Stick Around

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.

Re: Internet Keeps Dropping

pshiv11
I've Been Here Awhile

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

doctor80
I Plan to Stick Around

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

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

Re: Internet Keeps Dropping

dreego
I've Been Here Awhile

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.