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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.

 

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1,031 REPLIES 1,031

Re: Internet Keeps Dropping

zed
I plan to stick around
I had the "monitoring" at least three times. Only when I called did they admit the intermittent issues. Difference was I was not having the problems with the old internet. I suspect the Ignite equipment is much more sensitive to the "upstream" network.
All I can say is keep at them. They only win by attrition.

Re: Internet Keeps Dropping

zed
I plan to stick around
I was told to Go to the website . Find "Contact Us" then "share a concern" A message there goes to the "Office of the President". I got a response in hours. Demand a full credit for the service. You may break that endless Denial and Passing the buck.

Re: Internet Keeps Dropping

88dalejrfan
I plan to stick around
I have tried all those suggestions, Zed. I've replaced ALL the hardware a few times, and even Shared a Concern.

I did get a call back and a $100 rebate for the 10 months of inconvenience, but no service improvements since then (it's actually much worse) and the buck has still been passed. They sent out a neighbourhood guy, who found nothing and sent a regular tech. The regular tech said he'd been here before and cancelled the appointment because he said there was nothing he could do. He said he'd create an elevated ticket; this didn't happen. I created one, then the backend people looked into it and found nothing, and they're sending out a house tech today.

Like, goodness, this is repetitive.

Re: Internet Keeps Dropping

zed
I plan to stick around

For the most part, the technicians are good and conscientious.  I suspect it is a more serious infrastructure problem Rogers is dealing with. If you live in an old neighbourhood it is worse.  

However part of Rogers' responsibility for the high fees they charge is to maintain equal service for ALL customers. 

Same with Bell. Internet is now an ESSENTIAL service (especially with the phone). 

Everyone stay on them. Complaint to your MP. Make rate increases dependent on a Service Level Standards. 

Re: Internet Keeps Dropping

zed
I plan to stick around
It is eternally frustrating. Get more money back. It is a small consolation.
IN the end they have to fix the whole . network. Or we have to move it a new part of town with new services.

Re: Internet Keeps Dropping

88dalejrfan
I plan to stick around

My next step is to file a formal complaint with the CCTS as they investigate disputes about intermittent service. Rogers' argument in not giving me more money was "well, your usage is still high" (I mean, yes, Call of Duty updates are HUGE and I'm not downloading THAT through LTE)... but I want to be reimbursed for the $50/month I'm spending on extra mobile data just so I can do my job without dropping. 

 

I might have had more patience with this if I lived in an area where the infrastructure was limited, but I'm along Yonge Street in midtown Toronto. This is ridiculous.

 

I'll keep fighting this issue, probably even after I switch providers, as I don't want to leave any of you in the dark. I want a resolution that you all can then benefit from.

Re: Internet Keeps Dropping

@davidair and anyone else with reoccurring service drop outs, my first thought would be to look at the upstream signal data in the modem, specifically looking for the presence of an OFDMA channel running.  For the CODA-4582 modems that's fairly new.  I don't know if the XB6 modems (Arris TG-3482ER and Technicolor CGM-4140COM) also have OFMDA upstream channels running as well on the same CMTS, but, that would make sense.  

 

I haven't seen any evidence that Rogers has started to employ an upstream mid-split, that is to say, that the upstream frequency range which is historically in the 5 to 42 Mhz range is extended, ranging from 5 to 82 Mhz.  That would mean that the upstream frequency range is still using the 5 to 42 Mhz range which has higher, unpredictable noise levels to deal with.  OFDM and OFDMA use hundreds or thousands of lower power sub-carriers to transmit data, whereas the traditional QAM channels use higher power 6 Mhz wide channels to transmit data.  The QAM structure has been used for several years and will continue in use for years to come, however, OFDM and OFDMA is the future if cable operators are going to increase data rates over hybrid fibre / cable systems, which is what Rogers and numerous ISPs currently use.  Getting that technology out of the lab and into the street might be rather painful, and I suspect that's what we're currently seeing. 

 

The following quote comes from:  https://broadbandlibrary.com/ofdma/

 

".......  

When cable operators begin utilizing DOCSIS 3.1 OFDMA in the upstream they will require advanced software tools to have clear visibility into the OFDMA channel. OFDMA requires CMTS/CCAP integration in order to have full visibility into the OFDMA upstream. To do so, CableLabs has created a special set of management information base (MIB) called the upstream triggered spectrum capture (UTSC) MIB which allows for precision control and visibility of OFDMA carriers. This provides for unprecedented upstream spectrum analysis and the ability to see ingress, impulse noise and more within the OFDMA channel in the upstream. This cannot be done with a traditional external monitoring system without proactive network maintenance (PNM). An operator can use a stand-alone PNM product or one that has been integrated with PNM. Either way you need PNM to see the OFDMA upstream.

The situation only becomes more aggravated with DOCSIS 4.0 where full duplex DOCSIS and/or extended spectrum will be implemented. As operators turn up DOCSIS 3.1 in the upstream they will quickly realize their hardware-based return path monitoring systems are not what they used to be. Of course, not every operator has turned on DOCSIS 3.1 OFDMA but OFDMA channel usage is becoming more common. Technology evolution is normal and with the improvements of OFDMA it is in with the new and out with the old......."

 

My current thoughts are that OFMDA is now being enabled on a CMTS by CMTS basis, and, combined with noise problems in that lower 5 to 42 Mhz range, a number of customers are being affected by those noise issues.  That isn't to say that there aren't other potential problems such as time and frequency scheduling issues at the CMTS.  As noted above, cable operators are going to have to implement newer monitoring systems to determine if there are problems with the upstream path.  My concern is that the front line tech, and field techs might not have access to the test equipment and data to determine if there is a problem for OFDMA operation in a given area where problems are seen.  End result, tech support and the field techs declare that all is well, when in fact they don't have the tools or training to really determine what the problems are with respect to OFDMA operations.  I know that tech support doesn't have access to all of the OFDM signal data on the downstream side, so, I have no illusions that they have access to the necessary data to determine upstream performance and look for problems.  

 

So, fwiw, if your having problems as outlined in this thread, have a look at the signal data in the modem.  For the CODA-4582 that is contained in the STATUS .... DOCSIS WAN tab.  The very bottom section is the OFDM/OFDMA Overview.  That section will show two upstream OFDMA channels, one of which might be active.  For the XB6 modems, that same "active OFDMA channel" indication should show up in the upstream signal data, but I'm not sure where that is located in the modems user interface.  So, if you have an OFDMA channel active, that potentially translates to a wide band low power channel running across a large portion of that 5 to 42 Mhz range, co-existing with the QAM upstream channels which will also be running.  The other question that arises is whether or not the OFDMA channel takes precedence, with the QAM channels being available but not in use.  If the modems are set to use the OFDMA channel exclusively, and a noise event occurs, that would be a potential explanation for the dropouts.  The QAM channels might not be affected but the OFDMA channel could be.  It would take a tech, with the right training, right test equipment, or access to the right CMTS receive data to really understand what the problem is and how its affecting the OFDMA channel performance.  If there's a timeslot allocation problem which occurs at the CMTS, I have my doubts that any tech would be able to determine that as its really a network engineering problem.  Again, with the right test equipment, a tech might be able to determine if a given modem is receiving enough upstream transmit timeslots to be useful to the modem and its user, but, I have my doubts.

 

So, fwiw, this is conjecture at this point.  For anyone running a CODA-4582 with OFDM downstream running and no OFDMA upstream, on a neighborhood node and CMTS that isn't overloaded, you should see good performance without any dropouts.  If you're in that situation, have a look at the OFDM/OFDMA Overview section of the DOCSIS WAN tab and have a look at the channel status.  Take note of its current status and keep an eye on it to determine if and when either channel flips to enabled status.  If the only thing that changes one day is a change to enabled status, and you start to have service dropouts, that points to a problem in that lower 5 to 42 Mhz range of the cable spectrum, at which point tech support and the field techs declare that all is well. 

 

Its worth noting that the moderators don't appear to be commenting on this situation.  I've asked for help from the engineers, pointing directly to this thread, and haven't received any useful feedback or comments which would help troubleshoot the problems, which I believe are beyond the capabilities of tech support and the field techs.  That leaves them and the customers to flounder without any useful assistance or direction. A rather unfortunate situation to say the least 🙂

Re: Internet Keeps Dropping

88dalejrfan
I plan to stick around

@Datalink - This is what I have running upstream on the CODA-4582. I have been averaging 7 drops per day over the past 5 days. I'll see if I can get a capture when the service goes out to see if there is a difference.

 

Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
13870000064QAM45.02046400000
22110000064QAM44.01013200000
33230000064QAM45.02036400000
42590000064QAM45.02026400000
50QAM_NONE----1600000
60QAM_NONE----1600000
70QAM_NONE----1600000
80QAM_NONE----1600000
OFDM/OFDMA Overview
Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size
0OPERATE0.210910.61039.600052.781545.00002K
1DISABLED0.00000.00000.00000.00000.00002K

Re: Internet Keeps Dropping

88dalejrfan
I plan to stick around

@Datalink - Yes, I have pointed to this thread too and have just been told "the engineers determined nothing is wrong".

Re: Internet Keeps Dropping

I'd say that they haven't looked closely enough, or, they don't have the necessary equipment to really look at the data that they need to examine.  We'll never know the real truth. 

 

Fwiw, yup, you have an OFDMA channel running.  Do you have underground or overhead cabling in your neighbourhood?  

Re: Internet Keeps Dropping

88dalejrfan
I plan to stick around

I believe it's all or mostly overhead.

Re: Internet Keeps Dropping

davidair
I plan to stick around

Thank you @Datalink, a very detailed and interesting theory!

 

FWIW, I think I have OFDMA enabled as well as @:

 

Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
12110000064QAM37.76013200000
23870000064QAM39.77046400000
33230000064QAM39.52036400000
42590000064QAM38.77026400000
50QAM_NONE----1600000
60QAM_NONE----1600000
70QAM_NONE----1600000
80QAM_NONE----1600000
OFDM/OFDMA Overview
Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size
0OPERATE0.184311.78039.600045.031537.25002K
1DISABLED0.00000.00000.00000.00000.00002K

Re: Internet Keeps Dropping

MisterPinst
I plan to stick around

@Datalink 

I'd really like to know if the screenshots that I've posted from my new XB6 modem in this post shows that OFDMA (upstream DOCSIS 3.1) is active:

https://communityforums.rogers.com/t5/Internet/Internet-Keeps-Dropping/m-p/473249#M64496 

 

Since I upgraded to the XB6 (Technicolor version) I have not had a single meaningful drop out since Friday (close to a week now). This is a huge improvement over the CODA-4582. I have been monitoring this connection before upgrading for about 3 weeks and since upgrading to the XB6.

 

If I'm not running OFDMA with the new modem, that's almost surely the issue (the gateway address has changed too). I'd love to continue testing and reporting back but I have no idea if I'm on OFDMA or not.

Re: Internet Keeps Dropping

88dalejrfan
I plan to stick around

Any suggestions on what to say to Technician #11 this afternoon? They will be coming in an hour or so. I have all my visualizations documenting the outages handy to prove there is an issue, but so far your theory @Datalink is the most compelling.

Re: Internet Keeps Dropping

@88dalejrfan with overhead cabling in place, that would mean that the cabling and its data would be subject to noise injection from other sources.  End result, possible service dropouts.  I'd be looking at the lower spectrum (5 to 42 Mhz) from the modem all the way to the neighbourhood node.  Noise problems are hard to detect and can take a very long time to resolve.  That would probably take a specialist of some type to track down the noise source, if in fact that's the issue.  The question at hand is whether or not the tech has the necessary equipment to look at OFDMA data and/or has access to same type of data from the CMTS.  

 

Here's an extreme example of noise problems on a cable system:

 

https://www.bbc.com/news/uk-wales-54239180

 

 

Re: Internet Keeps Dropping

88dalejrfan
I plan to stick around

I remember that story! 😂

Re: Internet Keeps Dropping

@MisterPinst yes, you are running an upstream OFDMA channel.  If you look at your upstream signal data, you can see 4 QAM channels plus one OFDMA channel in operation.  Its interesting that you're not seeing the dropouts with the Technicolour modem in operation.  In theory, the upstream OFDMA transmit levels should be the same for all modems, but, no one would know except for the engineering staff.  The other question is whether or not the modems are running a combination of QAM and OFDMA channels simultaneously, or, if the modems are only using the OFDMA channel, with the QAM channels idling, not in use for customer data.  That's a network engineering question.  The QAM channels show up, but, are they used for anything beyond timekeeping and modem status?  Don't know..... 

Re: Internet Keeps Dropping

davidair
I plan to stick around

A random thought - could it be a good idea to invest into getting my own modem?

 

For example, this thread mentions Technicolor TC4400, would that be a viable alternative to the Hitron CODA?

Re: Internet Keeps Dropping

Noise in a cable system is hard to track down, but, newer modems are far more capable of detecting problems like mico-reflections and noise.  The only problem is that you have to have a back end system capable of using that data and engineering/technical staff capable of using such a system.  

Re: Internet Keeps Dropping

@davidair Rogers won't allow customers to use their own modems on the cable system.  If you were a TPIA customer you could use that modem.  Its an interesting question of whether or not TPIA customers are seeing the same problem with their TC-4400s? I don't recall seeing multiple, continuous posts about this problem on the DSLReports TPIA pages.

 

Edit:  @davidair yes, you do have an upstream OFDMA channel running as well. 

Re: Internet Keeps Dropping

88dalejrfan
I plan to stick around
I am in the middle of another outage at the moment. I can't log into the HiTron page to check my signal strength. Is this normal? (The modem is bridged to my TP Link.)