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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

doctor80
I Plan to Stick Around

@Datalink- Is there any explanation to why my neighbor(townhouse) has 3rd party cable company, that uses Rogers infrastructure, and does not see any issues with his connection, while I do.

If there is high util on the node, wouldn't it affect the neighbor too ?

Unless, the high util is on the CMTS level, where they put too many cards in the device, and that would be a completely different scope of high util. So if the second is true, and 3rd party connections could have separate CMTS , that would make sense. But not the first!

Isn't it?

Re: Internet Keeps Dropping

MisterPinst
I Plan to Stick Around

I'm using the Rogers wireless gateway/router and I notice that when I do a tracert the first two hops 1 and 2 (see below) hare the same gateway IP address.

Is that something that anyone else is seeing when using that CODA-4582 in gateway/router mode?

I'm also seeing quite a bit of packet loss on those first two hops. 

 

Tracing route to dns.google [8.8.8.8]
over a maximum of 30 hops:

1 10 ms * * xx.xxx.xxx.x
2 14 ms 9 ms * xx.xxx.xxx.x

3 15 ms 11 ms 12 ms 69.63.243.53
4 10 ms 14 ms 10 ms 69.63.248.21
5 11 ms 12 ms 13 ms 209.148.233.46
6 * * * Request timed out.
7 13 ms 12 ms 18 ms 108.170.250.225
8 13 ms 14 ms 11 ms 216.239.35.235
9 10 ms 8 ms 10 ms dns.google [8.8.8.8]

Trace complete.

Re: Internet Keeps Dropping

GuyWiththeHat
I Plan to Stick Around

Changed my philosophy of tracing out these drops.  Instead of pinging Cloudflare (1.1.1.1) I'm pinging both it and the first hop from my cable modem.  Looking at the logs there are multiple times that pings to the Cloudflare drop - but pings to the first hop doesn't.  Hopefully this helps someone.

 

However today I've seen drops out to that first hop from my modem.  Not sure if this matches anyone else's symptoms out there.

 

12/11/2020 4:34:03 AM - Request timed out.
12/11/2020 11:35:06 AM - Request timed out.
12/11/2020 11:35:11 AM - Request timed out.
12/11/2020 11:35:16 AM - Request timed out.
12/11/2020 11:35:21 AM - Request timed out.
12/11/2020 11:35:26 AM - Request timed out.
12/11/2020 11:35:31 AM - Request timed out.
12/11/2020 11:35:36 AM - Request timed out.
12/11/2020 11:37:37 AM - Request timed out.
12/11/2020 11:37:42 AM - Request timed out.
12/11/2020 11:37:49 AM - Request timed out.
12/11/2020 11:37:54 AM - Request timed out.
12/11/2020 11:37:59 AM - Request timed out.
12/11/2020 11:38:04 AM - Request timed out.
12/11/2020 11:38:09 AM - Request timed out.
12/11/2020 11:38:14 AM - Request timed out.
12/11/2020 11:38:19 AM - Request timed out.
12/11/2020 11:38:24 AM - Request timed out.
12/11/2020 11:38:31 AM - Request timed out.
12/11/2020 11:38:36 AM - Request timed out.
12/11/2020 11:38:41 AM - Request timed out.
12/11/2020 11:38:46 AM - Request timed out.
12/11/2020 11:38:51 AM - Request timed out.
12/11/2020 11:38:56 AM - Request timed out.
12/11/2020 11:39:01 AM - Request timed out.
12/11/2020 11:39:06 AM - Request timed out.
12/11/2020 11:40:04 AM - Request timed out.
12/11/2020 11:40:09 AM - Request timed out.
12/11/2020 11:40:14 AM - Request timed out.
12/11/2020 11:40:19 AM - Request timed out.
12/11/2020 11:40:24 AM - Request timed out.
12/11/2020 11:40:29 AM - Request timed out.

 

I could log into the modem and it was responsive.  It is running in bridge mode.

 

Location:  Newmarket

First hop from modem:  99.254.22.1

 

Frustrated Customer

Re: Internet Keeps Dropping

MisterPinst
I Plan to Stick Around

@GuyWiththeHat  How do you get timestamps on your ping trace logs?

Re: Internet Keeps Dropping

zed
I Plan to Stick Around

Very similar experience.  

I sit here 6 weeks later with another drop last night. No rhyme or reason or pattern to the outages. 

You would think that Rogers has monitoring equipment that they can install in the house rather than rely on their Software based form Head Office stuff. 

How about running two lines in and seeing if either or both glitch?

This is not rocket science or we would never have sent men to the moon, rovers on mars and run space station and thousands of satellites. 

"Here I sit broken hearted, paid thousands and Rogers only farted. "

Re: Internet Keeps Dropping

tulowindow
I Plan to Stick Around

Just had another 2 minute drop while my wife was on an important business call.

 

Thanks Rogers. 

Re: Internet Keeps Dropping

vikas-arora
I Plan to Stick Around

Looks like we had it at the same time. This seems endless. Drops have gotten worse since last few days.

Re: Internet Keeps Dropping

tulowindow
I Plan to Stick Around

it just happened for the second time in the same call....unbelievable

Re: Internet Keeps Dropping

Hey @vikas-arora!

 

That latency spike is bruuutal! Most certainly should not be occurring within the Rogers network, latency that high would certainly put a noticeable pause on service availability. Can you confirm a few things for us so we can assist in getting to the bottom of it?

 

  • Were your tests run with an ethernet cable directly to the modem?
  • Do you have your own router/switch connected?
  • Have you been able to replicate this latency during moments of impact since?

Keep us posted! 

 

@RogersAndy

Re: Internet Keeps Dropping

88dalejrfan
I Plan to Stick Around

Past two months of my log of drops. Latency goes through the roof when it happens (2500-4000), packet uploads grind to a halt in gaming, and websites become inaccessible.

I still suspect it's node congestion but there doesn't really seem to be a pattern in the timing of when it happens. 

 

Oct. 811:00 AM
Oct. 81:40 PM
Oct. 82:54 PM
Oct. 84:34 PM
Oct. 912:28 PM
Oct. 1011:00 AM
Oct. 10Afternoon
Oct. 11Afternoon
Oct. 128:35 PM
Oct. 1211:43 PM
Oct. 1310:20 AM
Oct. 1310:38 AM
Oct. 1310:47 AM
Oct. 133:25 PM
Oct. 133:30 PM
Oct. 136:01 PM
Oct. 1412:01 AM
Oct. 143:25 PM
Oct. 146:56 PM
Oct. 1510:06 AM
Oct. 188:55 PM
Oct. 199:57 AM
Oct. 199:34 PM
Oct. 199:39 PM
Oct. 1910:19 PM
Oct. 208:26 PM
  
Service appointment on Oct. 22. All hardware replaced again.
 
  
Oct. 293:41 PM
Oct. 317:55 PM
Nov. 110:35 AM
Nov. 11:38 PM
Nov. 31:35 PM
Nov. 94:48 PM
Nov. 1012:30 PM
Nov. 122:48 PM
Nov. 1211:54 PM
Nov. 1312:14 AM
Nov. 142:00 PM
Nov. 1512:30 PM
Nov. 1710:30 PM
Nov. 2011:45 PM
Nov. 2110:15 PM
Nov. 2510:45 AM
Nov. 252:40 PM
Nov. 255:55 PM
Dec. 13:25 PM
Dec. 13:55 PM
Dec. 16:32 PM
Dec. 26:59 PM
  
Indoor and outdoor service appointments on Dec. 3. Attenuator added.
 
  
Dec. 310:47 PM
Dec. 411:55 AM
Dec. 42:57 PM
Dec. 43:50 PM
Dec. 411:05 PM
Dec. 512:12 AM
Dec. 52:14 PM
Dec. 56:48 PM
Dec. 57:06 PM
Dec. 511:00 PM
Dec. 61:30 PM
Dec. 62:57 PM
Dec. 65:45 PM
Dec. 712:00 PM

Re: Internet Keeps Dropping

zed
I Plan to Stick Around
Thank your lucky stars. My internet just dropped again, requiring a hard power reboot. At least once a day, at different times.
The only thing not replaced so far is the Technicolor modem. A number of techs refused to replace it. Now they have to, if for nothing else to rule it out.
Calling for punitive damages.
Now I get an unexpected error trying to post this.

Re: Internet Keeps Dropping

zed
I Plan to Stick Around
And all you get is an 'I am sorry'. 3 or 4 times on a call. Rogers have a well practised script book for their robotic support reps.
But it is mere lip service.
The cash cow does not care for the few ticks of customers experiencing difficulties.

Re: Internet Keeps Dropping

vikas-arora
I Plan to Stick Around

Hey @RogersAndy , thanks for taking a look at my post!

 

My network setup when I captured those logs was following - CODA modem (bridge mode)--> Netgear ORBI AC3000. 

  • Were your tests run with an ethernet cable directly to the modem? --> No, my laptop was connected through WiFi. Although, we have a computer that is directly connected to Orbi router and it also ended up with dropped connections at the time. Every device went offline for 3-5 mins. I checked router logs and there were no restarts/link flaps/errors in Orbi's logs.
  • Do you have your own router/switch connected? --> Answered above.
  • Have you been able to replicate this latency during moments of impact since? --> I have started to monitor latency closely since last couple of days. I haven't seen this happen again. However, random drops continue everyday. For instance, this is from today afternoon when connection got really unstable (zoom/teams/google classroom couldn't work):

13:18:25.36>tracert 8.8.8.8

Tracing route to dns.google [8.8.8.8]
over a maximum of 30 hops:

1 1 ms 3 ms 3 ms 192.168.1.1
2 6 ms 4 ms 3 ms CODA4582 [192.168.0.1]
3 * * * Request timed out.
4 * * 82 ms 69.63.242.5
5 20 ms 11 ms 14 ms 209.148.231.93
6 * * * Request timed out.
7 * * * Request timed out.
8 * 3023 ms 31 ms 72.14.216.54
9 29 ms 22 ms 26 ms 172.253.72.7
10 22 ms 28 ms 23 ms 216.239.35.235
11 22 ms 28 ms 17 ms dns.google [8.8.8.8]

 

Last night I had switched CODA modem to gateway mode because its GUI becomes inaccessible in bridge mode, and I don't mind additional latency of 3-5 ms over the convenience of monitoring through modem GUI. Secondly, with modem and router in gateway mode I can see where the delay or the drop is happening. Another thing, yesterday I noticed that Rogers' DHCP server started giving out IP lease for an hour at a time for most of the day. 

 

This evening I have switched my WiFi router to AP mode and the modem remains in gateway mode. Let’s see how this goes. I still have a TV and a laptop directly plugged into Orbi router (AP mode), so that the WiFi remains out of equation for those 2 devices at least. 

 

I can't remember having this kind of an issue even once in last couple of years until a couple of months ago when the drops began to happen. These drops last anywhere from 15-30 seconds to several minutes and it recovers on its own. My observation is that most of the time these problems always appear sometime between 3:30-4:30 pm. I have never experienced these kinds of drops after 5:00 pm or before noon or on weekends.

 

Earlier this year when lockdowns started the data rates surely went down but there were never any drops, and now drops have become a daily affair. I have spent hours trying to get in touch with the customer care on chat, but it always ends with a conversation that involves factory reset of modem and monitor for a few more days. I am always told that the results of line tests look great so reset of modem may help. Today for the first time some tech on chat realized that resets are not helping, and he said he would raise a ticket with the network team. I have shared all ping/tracert logs that have gathered in last couple of days.

 

I hope this gets resolved soon! 

Re: Internet Keeps Dropping

zed
I Plan to Stick Around
Yes have one pc on the modem Ethernet.
My switch and router are better quality net gear and Asus and never been a problem with the legacy internet.
Rogers has been monitoring for weeks.

Re: Internet Keeps Dropping

GuyWiththeHat
I Plan to Stick Around

@ PowerShell!

 

Open up a PowerShell prompt.  Enter the following:

Function Test-Ping { param($ComputerName,$File)ping.exe -t $ComputerName | Foreach { "{0} - {1}" -f (Get-Date), $_} | Tee-Object -FilePath $File}

 

Testing my connection to the next hop from my modem:  Test-Ping -ComputerName 99.254.22.1 -File c:\temp\20201212-PingTraceRogersInternalNetwork.txt

 

NOTE:  Be aware that if you need to restart this it will over write your previous output file. 

 

Getting the output that I displayed.

Get-Content C:\Temp\20201212-PingTraceRogersInternalNetwork.txt  | Where-Object {$_ -match '<Enter your date here>' -and $_ -notmatch 'reply from 99.254.22.1:'}

 

ie.  Get-Content C:\Temp\20201212-PingTraceRogersInternalNetwork.txt | Where-Object {$_ -match '12/12/2020' -and $_ -notmatch 'reply from 99.254.22.1:'}

 

Frustrated Customer

Re: Internet Keeps Dropping

MisterPinst
I Plan to Stick Around

@GuyWiththeHat Ah of course. I never thought to use PowerShell (years and years of habit using CMD).

 

Thanks for the tip! No sense in doing a ping trace without timestamps!

Re: Internet Keeps Dropping

ryankeaveney
I Plan to Stick Around

Hopefully I can chime in here with my own issues. Intermitten, inaccessible devices, poor daytime performance during video calls (working from home.) Here are the logs from my Hitron CGN3 modem (4.5.8.38T2).

 

Downstream Overview

Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 591000000 256QAM -2.400 7 38.605
2 579000000 256QAM -2.500 5 37.636
3 585000000 256QAM -2.500 6 38.605
4 303000000 256QAM -4.300 1 37.356
5 597000000 256QAM -2.000 8 38.605
6 603000000 256QAM -2.000 9 38.605
7 609000000 256QAM -1.900 10 37.356
8 615000000 256QAM -1.900 11 38.605
9 621000000 256QAM -1.800 12 38.605
10 633000000 256QAM -2.200 13 38.605
11 639000000 256QAM -2.600 14 37.636
12 645000000 256QAM -2.600 15 38.605
13 651000000 256QAM -2.700 16 38.605
14 657000000 256QAM -2.600 17 37.356
15 663000000 256QAM -2.500 18 38.605
16 669000000 256QAM -2.300 19 38.605
17 675000000 256QAM -2.400 20 38.983
18 681000000 256QAM -2.000 21 38.605
19 687000000 256QAM -2.000 22 38.983
20 693000000 256QAM -1.800 23 38.605
21 699000000 256QAM -1.800 24 38.605
22 705000000 256QAM -1.800 25 38.605
23 711000000 256QAM -1.800 26 38.605
24 717000000 256QAM -2.300 27

38.605

 

DOCSIS Logs

The DOCSIS event logs is shown here

 

***Log removed due to Keep personal info private

 

Thank you!

Re: Internet Keeps Dropping

@ryankeaveney can you post the upstream data from the signal data?  The downstream isn't too bad.  The signal levels are slightly low, but, their fine where they are, the signal to noise ratios are good.  Just wondering what the upstream looks like.  I'm not expecting anything unusual given the downstream numbers.



Re: Internet Keeps Dropping

Man, thought this was just me.  about a month ago it started.  last two weeks are making me lose my mind.  had a etch out last night that put a filter on the line.  did nothing.  techs do not seem to have any idea (that they are sharing) as to the problem.  I can get 940Mbps download but up to 50% packet lose at the same time.  I run all cat 6a cabling.  ran a new coax from entry to Rogers CODA.  it operates in bridge mode to an Asus RT-AC5300.  no Bell option in my neighborhood.  

Re: Internet Keeps Dropping

ryankeaveney
I Plan to Stick Around

Thanks, Datalink.

 

Here's the upstream overview:

 

Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
125900000ATDMA - 64QAM34.50026400000
238700000ATDMA - 64QAM35.50046400000
332300000ATDMA - 64QAM34.75036400000
421100000ATDMA - 64QAM34.50013200000

Re: Internet Keeps Dropping

vikas-arora
I Plan to Stick Around

Switched my modem to gateway mode and my wireless router to AP mode and it appears to be stable since last 3 days.

 

Also, I have connected a linux machine directly to the modem using an ethernet cable just to monitor the connection (dedicated to monitoring). This machine has a script running that generates a ping packet every 30 secs and on failure traceroute is run every 10 secs until the connection is back up again. Its been almost 24 hours and not a single packet drop so far.