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*

[ll1960]

My drops were happening with both wired (coax wan connection) and wireless.  All devices will drop connection for a few secs and come back again. I noticed this is more frequent if any of us are in video calls (zoom, MS  teams...) . So it looks like I now have the Technicolor 'working' modem CGM4141ROG (XB6-T) .  Modem came online on friday around 5pm.  Around 9 pm, son comes out of his room and cusses Rogers, coz he lost connection during his online gaming session. I rebooted the modem again, flushed dns on all laptops and rebooted/power cycled  all devices connected to the network. So far, no drops. but difficult to say in the weekend if  issue is resolved. Will have to see on monday when network is busy.  I will report then.

[-G-]

@ll1960  If the modem's RF WAN link is dropping, you should see critical errors modem's (Troubleshooting > Logs) Events log.

Do you have any computers on your network connected to WiFi with Realtek drivers/chipsets?  They could trigger a reset on the modem that may also result in a loss of connectivity for all computers... and ALL WiFi devices would disconnect from the network simultaneously when that reset occurs.  The next time that you see a drop, check for a reboot/reset by going to "Gateway > Connection > Rogers Network" and looking at the "System Uptime" stat.

[ll1960]

@Re-G- No critical events in the logs in this 2nd modem.  Only notices.   I can't recall seeing anything of concern in the events logs for the 1st modem.  But this is not certain.  All desktop/laptop devices on the network have Intel network adapters.  One laptop has Realtek sound/audio devices. I wouldn't think that this is an issue. 

I did check System uptime: for the new modem, looks ok since last start .

I recall checking this also with the 1st modem.  Seemed ok too at that time.

Just a reminder: I was on Rogers Digital services up until a month ago when I switched to Ignite. First 3 weeks, service was perfect. It started acting up last monday. 

Thank you

[mend1]

A few months ago my Internet connection began dropping intermittently. The frequency of these interruptions has been gradually increasing over time, with it now happening a couple of times a day. It sometimes comes back on its own. Rebooting the Arris XB6 modem seems to help stabilize the connection for a while.

The Arris XB6 is in bridge mode. I experience this issue even with devices plugged directly into one of the ethernet ports on the modem, so I don’t think it is a wifi issue.

I was hoping someone could help me interpret the downstream/upstream channel information (see below). In particular, the upstream table is completely empty — wondering if this is indicative of a problem. Any advice or guidance on how I should proceed would be greatly appreciated!

Downstream	Channel Bonding Value
Index	7	8	9	2	3	4	5	6	1	10	11	12	13	14	15	16	17	18	19	20	21	22	23	24	25	26	27	28	29	30	31	32	33
Lock Status	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked
Frequency	591000000	597000000	603000000	849000000	855000000	861000000	579000000	585000000	303000000	609000000	615000000	621000000	633000000	639000000	645000000	651000000	657000000	663000000	669000000	675000000	681000000	687000000	693000000	699000000	705000000	711000000	717000000	723000000	825000000	831000000	837000000	843000000	350000000	290600000
SNR	37.355988	37.636276	37.636276	37.636276	37.355988	37.355988	37.355988	37.636276	37.355988	37.636276	37.636276	37.636276	37.355988	37.355988	37.636276	37.636276	37.636276	37.636276	37.355988	37.355988	37.355988	37.636276	38.257755	37.636276	38.605377	37.636276	37.355988	37.636276	37.636276	37.636276	37.636276	37.355988	37.355988	NA
Power Level	2.400002	4.099998	5.800003	4.900002	5.199997	4.900002	1.599998	1.900002	-1.700001	5.699997	4.800003	3.299999	1.299999	1.000000	1.299999	1.799999	2.599998	3.000000	3.299999	3.799999	4.599998	4.800003	5.199997	5.199997	5.000000	4.599998	3.900002	3.900002	4.199997	3.700001	3.500000	4.099998	4.099998	NA
Modulation	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	UNSUPPORTED	OFD

Upstream	Channel Bonding Value
Index	1	2	3	4	5
Lock Status
Frequency
Symbol Rate
Power Level
Modulation
Channel Type

[ll1960]

Here is an update: The Friday replacement Technicolor modem seems to be working fine.  Since that one drop on friday nite, system has been online with zero drops, including today, with me using MS  Teams on and off and my 2 university children attending their Zoom virtual classes the whole day.  

Also tech Todd's boss called me back today to inquire and I gave him the good news.  He seemed to be fully aware of these 2 types of XB6 modem and he mentioned that Rogers are not supposed to give out the buggy one, For those who face similar issues as me, might be worth asking Rogers for a replacement modem. Just make sure they send you the right one XB6-T.  Touch wood , i hope my issues are permanently resolved and the service is as it should be.  

If not, i will be back to rant.  Thank you everyone for reading.

[SteveAdams]

ll1960, talk soon for sure.  If not, I guess there is a pile of those modems around my area because the bucket truck is on my street every day trying to fix "issues".  

[toolcubed]

Hi everyone. Quick update from my side. I had a bunch of MS Teams meetings yesterday and several again this morning. So far, so good with no audio drops whatsoever. Nothing has changed on my end and I haven’t received any updates from Rogers on my open ticket. Not sure if anything has been done by Rogers and I just haven’t received any updates, or if this continues to be intermittent and what I’ve experienced yesterday and this morning will be short-lived. We’ll see...

[doctor80]

I'm so frustrated, here we go again:
Reply from 8.8.8.8: bytes=32 time=16ms TTL=116
Reply from 8.8.8.8: bytes=32 time=34ms TTL=116
Reply from 8.8.8.8: bytes=32 time=16ms TTL=116
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Reply from 8.8.8.8: bytes=32 time=3621ms TTL=116
Reply from 8.8.8.8: bytes=32 time=81ms TTL=116

I'm about to give up. My issue is not fixed. 

4 modems replaced

No signal issue detected outside

No issue in my internal wiring, equipment ETC

[Nikopol]

hello, 

i am having also constant issue with internet keeps dropping

Tracing route to www.google.ca [172.217.165.3]
over a maximum of 30 hops:

1 3 ms 1 ms 2 ms CODA4582 [192.168.0.1]
2 24 ms 23 ms 23 ms 99.229.208.1
3 16 ms 16 ms 14 ms gw10.wlfdle.rnc.net.cable.rogers.com [66.185.91.97]
4 7 ms 15 ms 13 ms 3006-cgw01.wlfdle.rmgt.net.rogers.com [209.148.232.65]
5 30 ms 23 ms 16 ms 209.148.233.38
6 * * * Request timed out.
7 20 ms 19 ms * 74.125.244.161
8 23 ms 23 ms 8 ms 216.239.41.175
9 20 ms 18 ms 179 ms yyz12s06-in-f3.1e100.net [172.217.165.3]

i have a CODA-4582

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	QAM256	10.099	7	38.605
2	597000000	QAM256	11.099	8	38.605
3	603000000	QAM256	11.199	9	38.605
4	579000000	QAM256	9.400	5	37.636
5	585000000	QAM256	9.900	6	37.636
6	279000000	QAM256	8.599	1	37.355
7	609000000	QAM256	11.500	10	38.983
8	615000000	QAM256	11.699	11	38.605
9	621000000	QAM256	11.800	12	38.983
10	633000000	QAM256	10.800	13	38.605
11	639000000	QAM256	10.900	14	38.605
12	645000000	QAM256	10.900	15	38.605
13	651000000	QAM256	11.099	16	38.983
14	657000000	QAM256	11.000	17	38.605
15	663000000	QAM256	11.099	18	38.605
16	669000000	QAM256	11.599	19	38.605
17	675000000	QAM256	11.800	20	38.983
18	681000000	QAM256	11.699	21	38.605
19	687000000	QAM256	12.599	22	38.983
20	693000000	QAM256	12.500	23	38.983
21	699000000	QAM256	12.199	24	38.983
22	705000000	QAM256	12.099	25	38.605
23	711000000	QAM256	11.300	26	38.605
24	717000000	QAM256	11.199	27	38.605
25	723000000	QAM256	10.800	28	38.605
26	825000000	QAM256	8.500	29	37.636
27	831000000	QAM256	8.699	30	37.636
28	837000000	QAM256	8.699	31	37.636
29	843000000	QAM256	8.199	32	37.355
30	849000000	QAM256	8.199	2	37.636
31	855000000	QAM256	8.699	3	37.636
32	861000000	QAM256	8.400	4	37.355

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	11.699997

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	32300000	64QAM	31.270	3	6400000
2	38700000	64QAM	37.020	4	6400000
3	21100000	64QAM	34.760	1	3200000
4	25900000	64QAM	36.770	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	0.2231	10.1206	9.6000	40.0315	32.2500	2K
1	DISABLED	0.0000	0.0000	0.0000	0.0000	0.0000	2K

[RogersAndy]

Hey @mend1 and @Nikopol!

Welcome to the community!

Sorry to hear you've been experiencing such intermittency! I know how difficult an issue that is to deal with. Thank you for posting your signal levels, in reviewing them it appears they are well within the acceptable margins so the issue doesn't appear to be downstream signal related. I would recommend reviewing my earlier post "here" for next steps in what can be provided to the community for further assistance.

Hey @doctor80!

This definitely looks concerning at first glance, though there's a lot we still don't know about the issue you're facing. What I can confirm for you though is that it isn't a modem issue. For full context check out my earlier post "here" addressing modem swaps. Regarding the packet loss you're seeing, is this with a wired connection to the modem? Given the modem has been exchanged I suspect you've spoken to support. I'm curious if they were able to see the packet loss from their end? 

Thanks everyone for sharing your issues and concerns.

@RogersAndy

[ll1960]

Hi All,

My connection still stable today.  Not one drop.  For those who have an Arris XB6, might be worth checking which version you have: XB6-T good, XB6-A bad.   But I can only guess that my first modem was XB6-A (I never actually checked) and now with the XB6-T, all is good. On the other hand, with @toolcubed stating that all ok for him now, without  him having done anything , it could also be something done by Rogers at their back end and it is just a coincidence that mine is working fine with replacement modem.  Difficult to say.  I can vouch that these Arris XB-6 modems are 'recycled' ones from the US.  Good luck for those struggling with these intermittent drops. 

[doctor80]

The issue is that I was told that they don't see any issue on the line.

Also they did see packet loss. It was every 7 minutes.

So my modem was replaced (fourth time)

Now I have packet loss twice a day , so it did improve, but still it interrupts my work.

I do have packet loss on wire connection to the modem that is connected to dmarc point, I've already done that exercise.

Yet no one went on top of that as they cannot detect the issue where it's coming from.

But why then replacing modem did help to reduce the issues?

I do understand that it takes time to detect this issue, but so far no one bothered to follow up with me and I am beyond disappointed.
I'd like to get the new black modem as it seems to be better. Nobody cares, and nobody is going to fix this issue, I already gave up ,so at least I want to get better piece of hardware

[AlanZhang]

Network card very unstable play games 3 seconds drop a line

[Brd2]

It is frustrating that internet connection keeps on dropping. The Rogers connection in the area shows fine but I cannot work on my laptop. Any suggestions will help.Thank you

[RogersCorey]

Greetings @doctor80, @AlanZhang, @Brd2!

I can look into it and make sure that you have the most up to date modem model available for your current Internet package.

Please PM us @CommunityHelps so that I may further assist. 

Regards,

RogersCorey

[doctor80]

@RogersCorey - thank you. Please let me know when this can happen. I do not want to get another CODA faulty piece.

[toolcubed]

I have now gone an entire week without a single audio drop in Teams...very stable. Completely opposite to last week’s experience and nothing has changed on my end. There have also been no updates on my ticket. So strange. Hopefully this holds up.

[doctor80]

@RogersCorey - sent a PM. Please help

[PizzaBear]

I was stable for past week, but had my first drop tonight at around close to 8:00pm.

[rayray519]

Just got the Ignite 500u connection and noticed that with little use, the modem will reset (light goes out, and then blinks orange, green the solid white).  Its happened at least 5-6x since upgrading.

I have the TV and phone service as well all running through the XB6 modem.

Called support, they advised that they "monitor" my connection and then text me about it?  

Prior to Ignite, I had the CODA modem (tall white one) and a separate modem for phone, and the cable box.  All these were connected to a powered Amplifier. 

I tried my new connection from outlet to modem direct (no amp/splitter) and it was still happening.  I am back on the amp/splitter again and have terminated all the  other outputs on the amp, and still I see the problem.  Happened last night late around midnight every 30mins or more, and today once with little to no devices using the connection. 

Has anyone else seen this problems with the XB6 modems? 

Here is a snip of the signals I took yesterday (off splitter).

Downstream

Channel Bonding Value

Index

7

1

2

3

4

5

6

8

9

10

11

12

13

14

15

16

17

18

19

20

21

22

23

24

25

26

27

28

29

30

31

32

33

Lock Status

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Frequency

591 MHz

279 MHz

849 MHz

855 MHz

861 MHz

579 MHz

585 MHz

597 MHz

603 MHz

609 MHz

615 MHz

621 MHz

633 MHz

639 MHz

645 MHz

651 MHz

657 MHz

663 MHz

669 MHz

675 MHz

681 MHz

687 MHz

693 MHz

699 MHz

705 MHz

711 MHz

717 MHz

723 MHz

825 MHz

831 MHz

837 MHz

843 MHz

350 MHz

2.76E+08

SNR

40.3 dB

43.4 dB

33.6 dB

32.8 dB

33.3 dB

39.8 dB

40.3 dB

40.3 dB

40.5 dB

40.4 dB

40.1 dB

40.3 dB

40.2 dB

40.0 dB

40.1 dB

40.3 dB

40.1 dB

40.6 dB

40.6 dB

40.4 dB

40.5 dB

40.6 dB

40.3 dB

40.2 dB

39.9 dB

39.7 dB

39.4 dB

38.7 dB

36.1 dB

35.8 dB

34.8 dB

34.1 dB

41.8 dB

NA

Power Level

-5.3 dBmV

0.5 dBmV

-11.8 dBmV

-12.5 dBmV

-12.1 dBmV

-6.4 dBmV

-5.6 dBmV

-5.4 dBmV

-4.6 dBmV

-4.6 dBmV

-5.2 dBmV

-5.1 dBmV

-4.7 dBmV

-5.5 dBmV

-5.0 dBmV

-4.7 dBmV

-4.8 dBmV

-4.0 dBmV

-3.8 dBmV

-3.7 dBmV

-4.1 dBmV

-3.7 dBmV

-4.0 dBmV

-4.4 dBmV

-4.5 dBmV

-5.0 dBmV

-5.1 dBmV

-6.2 dBmV

-8.8 dBmV

-9.2 dBmV

-10.1 dBmV

-11.2 dBmV

0.7 dBmV

NA

Modulation

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

OFDM

OFDM

Upstream	Channel Bonding Value
Index	1	2	3	4
Lock Status	Locked	Locked	Locked	Locked
Frequency	21 MHz	25 MHz	32 MHz	38 MHz
Symbol Rate	2560	5120	5120	5120
Power Level	33.8 dBmV	34.5 dBmV	35.8 dBmV	36.5 dBmV
Modulation	QAM	QAM	QAM	QAM
Channel Type	TDMA_AND_ATDMA	ATDMA	ATDMA	ATDMA

[-G-]

@rayray519  Welcome to the Community!  The power levels on your downstream channels are on the low side, especially in the higher frequencies, and the power levels on your upstream channels are low as well, which is a bit strange.

Please also log into the XB6 gateway, go to Gateway > Connection > Rogers Network and check the CM Error Codewords stats.  They should be 0 (or close to zero) across all channels.  Most importantly, your downstream DOCSIS 3.1 OFDM channel (Index 33) should have few (if any) uncorrectable errors.

If you go to Troubleshooting > Logs and view the Events Log (for Time Frame: Yesterday), are you seeing any Critical errors getting logged?

Also, which powered splitter do you have?  If it lists 0dB gain on both the FWD and RTN paths, it will only boost the signal enough so that it outputs the same power level on all splitter ports.  If you are only using one output, you won't boost the signal and but will likely get more noise.  Furthermore, if it is an older splitter, it may not operate consistently across all frequencies.

I would remove the splitter and see if that makes any difference in your signal levels, and I would then send a Private Message to @CommunityHelps  and ask them to check the signal levels to your modem and check the error stats on your local node.  If things are not to spec, they can dispatch a tech to correct the issue.