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*

[vikas-arora]

- What kind of issue you're experiencing?

Intermittent packet drops that last from 30 secs to a few minutes. They are long enough to interrupt zoom/teams/google classroom sessions. These drops started sometime in Oct. They get really bad when CODA is configured to run in bridge mode.

- Your approximate location (city or region-level)

Ottawa

- For how long?

Starting mid of Oct.

- What is your setup?

Started with CODA in bridge mode--->Netgear Orbi and transitioned to CODA in RG mode with Orbi in AP mode.

- What have you tried so far?

1. Reset of modem (twice).

2. Rogers sent me a broken replacement so I never got a chance to try a different modem.

3. I have switched to CODA in RG mode and Netgear Obi in AP mode - this setup has been quite stable since last 2-3 weeks. Drops have not vanished, but the frequency has gone down significantly. I have a Linux machine directly connected to CODA that monitors internet connectivity. Last drop happened on the 23rd of this month.

- Any improvements?

See above 

- What are the next steps?

I am switching to Ignite plan soon, for a couple of reasons:

- Toggling RG mode in CODA makes a huge difference to the stability of connection! There's definitely something going on with the configuration in CODA or maybe Rogers' configuration on CMTS is now optimized for Ignite platforms. It is quite weird that toggling RG mode makes such huge difference to connection stability on the cable side, maybe the last firmware wasn't tested thoroughly!

- CODA has reached EOL, therefore any issues/security holes that crop up in future are not going to get solved at all. Currently Rogers is offering some incentive ($40 discount per month for an year) to move to Ignite that may not be available in future.

[PizzaBear]

Can you check your ofdma flag?

Go to docsis wan, at the bottom is the ofdma settings, either set to operate or disabled.

[vikas-arora]

@PizzaBear OFDMA in upstream is set to Operate. It has always been enabled since this problem started.

[88dalejrfan]

Mine is still enabled as well, but since the upstream signal strength has changed, the problems seem to have stopped (at least for now).

For anyone still experiencing the issue, can you post a DOCSIS WAN log beginning with the downstream overview and containing the upstream strength info as well?

[vikas-arora]

Snapshot from my modem (connection has been stable since last 5 days):

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	QAM256	3.400	7	40.366
2	597000000	QAM256	3.099	8	40.946
3	603000000	QAM256	3.099	9	40.366
4	849000000	QAM256	-1.900	2	38.605
5	855000000	QAM256	-2.299	3	38.983
6	861000000	QAM256	-2.099	4	38.983
7	579000000	QAM256	3.599	5	40.366
8	585000000	QAM256	3.599	6	40.366
9	279000000	QAM256	5.900	1	40.366
10	609000000	QAM256	3.200	10	40.366
11	615000000	QAM256	3.299	11	40.366
12	621000000	QAM256	3.500	12	40.946
13	633000000	QAM256	3.799	13	40.366
14	639000000	QAM256	4.099	14	40.366
15	645000000	QAM256	3.900	15	40.946
16	651000000	QAM256	4.000	16	40.366
17	657000000	QAM256	4.099	17	40.946
18	663000000	QAM256	3.900	18	40.946
19	669000000	QAM256	3.900	19	40.946
20	675000000	QAM256	3.900	20	40.946
21	681000000	QAM256	4.000	21	40.946
22	687000000	QAM256	4.000	22	40.946
23	693000000	QAM256	3.700	23	40.366
24	699000000	QAM256	3.400	24	40.366
25	705000000	QAM256	2.900	25	40.366
26	711000000	QAM256	2.700	26	40.366
27	717000000	QAM256	2.400	27	40.366
28	723000000	QAM256	2.200	28	40.366
29	825000000	QAM256	-0.599	29	38.605
30	831000000	QAM256	-1.000	30	38.605
31	837000000	QAM256	-1.200	31	38.983
32	843000000	QAM256	-1.700	32	38.605

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	4.699997

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	21100000	64QAM	36.010	5	3200000
2	38700000	64QAM	36.520	8	6400000
3	32300000	64QAM	37.270	7	6400000
4	25900000	64QAM	37.020	6	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	0.2110	10.6034	9.6000	44.7815	37.0000	2K
1	DISABLED	0.0000	0.0000	0.0000	0.0000	0.0000	2K

[88dalejrfan]

I guess I spoke too soon in believing Rogers' message that my internet was fixed.

Worked for 5 days but now this is happening again: 

[MisterPinst]

@88dalejrfan Sorry to hear that - totally sucks and looks like EXACTLY what I was experiencing in Stouffville (L4A) before moving to the XB6 Technicolor modem/router.

If I were you I'd try to get upgraded to the XB6 Technicolor modem if you want to stick with Rogers.

If that doesn't work, go to another provider like TekSaavy that lets you buy the Technicolor TC4400.

I've just passed 11 days since I upgraded to the XB6 Technicolor. The only thing I'm waiting for is to see if the increased traffic from Jan 4th onwards causes the issue to resurface.

[PizzaBear]

@MisterPinst

I tried asking Rogers about the ignite wifi modem / X6. 

No matter what discount, it would still be 17 dollars more per month just to get upgraded to the ignite wifi modem/package at same speeds.

It is totally ridiculous that I would have to pay more, for an issue that Rogers cannot fix for their customers. It is obviously that I am not the only one having these disconnects.

I ran the Rogers modem in gateway, I changed my router to access point, and I am still getting these disconnects.

I don't really know what else I can do anymore, the random intermittent disconnects/packet loss is so annoying because it always happens at times that you don't expect.

[doctor80]

I lost any interest to fight with Rogers.
If not the price, I'd run away long time ago. The problem is that I have no much alternative.
Gateway mode + AP did improve my performance to acceptable level that I can live with for now.
Will need to wait for better price from other company and just leave.
Or will just continue to knock down the price.

[PizzaBear]

@doctor80

I don't understand why using Rogers gateway and my router as access point doesn't seem to make it any more stable.. I still get the random disconnects. Not sure why it works for some people..

[doctor80]

@PizzaBear - My CODA modem is connected to the DMARC point in the basement. Its wifi is turned off. Then there is CAT5 wire going approximately 15 meters from basement to main floor and connected to Asus GT-AC2900 router. The router is in AP mode with wifi on both 2.4 and 5 ghz.
If looking at pingplotter, I do see packets loss here and there, but from Zoom calls point of view, it's much more stable.
I'm not sure that this is reliable info, but it's working fine for me for couple of weeks already.
Best guess will be to wait for past 4th of January when everyone comes back to work and see if the issue comes back, which will point on an indeed congestion on the node.

[GuyWiththeHat]

Setup

Location:  Newmarket (L3X)

Device:  CODA-4582U

Setup:  Bridge mode

All devices experiencing this issue are hard-wired into the network.

Upstream using OFDM/OFDMA channel 0.

OFDM/OFDMA Overview

Channel Index	State	lin Digital Att	Digital Att	BW (sc's*fft)	Report Power	Report Power1_6	FFT Size
0	OPERATE	0.1766	12.1494	9.6000	40.2815	32.5000	2K
1	DISABLED	0.0000	0.0000	0.0000	0.0000	0.0000	2K

Yesterday was a frustrating day.  This is a ping result going to the first hop from the cable modem (99.254.22.1)

12/31/2020 1:45:14 AM - Request timed out.
12/31/2020 2:30:55 AM - Request timed out.
12/31/2020 4:26:14 PM - Request timed out.
12/31/2020 5:52:30 PM - Request timed out.
12/31/2020 5:52:35 PM - Request timed out.
12/31/2020 5:53:00 PM - Request timed out.
12/31/2020 5:53:05 PM - Request timed out.
12/31/2020 5:53:10 PM - Request timed out.
12/31/2020 5:53:15 PM - Request timed out.
12/31/2020 5:53:20 PM - Request timed out.
12/31/2020 5:54:12 PM - Request timed out.
12/31/2020 5:54:17 PM - Request timed out.
12/31/2020 5:54:22 PM - Request timed out.
12/31/2020 5:54:27 PM - Request timed out.
12/31/2020 5:54:32 PM - Request timed out.
12/31/2020 5:54:37 PM - Request timed out.
12/31/2020 5:54:42 PM - Request timed out.
12/31/2020 5:54:53 PM - Request timed out.
12/31/2020 5:54:58 PM - Request timed out.
12/31/2020 5:55:03 PM - Request timed out.
12/31/2020 5:55:08 PM - Request timed out.
12/31/2020 5:55:13 PM - Request timed out.
12/31/2020 5:55:18 PM - Request timed out.
12/31/2020 5:55:23 PM - Request timed out.
12/31/2020 5:55:28 PM - Request timed out.
12/31/2020 5:57:28 PM - Request timed out.
12/31/2020 5:57:33 PM - Request timed out.
12/31/2020 5:57:46 PM - Request timed out.
12/31/2020 5:57:51 PM - Request timed out.
12/31/2020 5:57:56 PM - Request timed out.
12/31/2020 5:58:01 PM - Request timed out.
12/31/2020 5:58:06 PM - Request timed out.
12/31/2020 5:58:11 PM - Request timed out.
12/31/2020 5:58:16 PM - Request timed out.
12/31/2020 5:58:24 PM - Request timed out.
12/31/2020 5:58:29 PM - Request timed out.
12/31/2020 5:58:34 PM - Request timed out.
12/31/2020 5:58:39 PM - Request timed out.
12/31/2020 5:58:44 PM - Request timed out.
12/31/2020 5:58:49 PM - Request timed out.
12/31/2020 5:58:54 PM - Request timed out.
12/31/2020 8:26:34 PM - Request timed out.
12/31/2020 10:40:25 PM - Request timed out.

The occasional drop I can understand (ie 0145,0230,0426 & 2240) - however, the instability between 17:52:30 and 17:58:54 is symptomatic of the issues discussed in this thread.

Frustrated Customer

[Poons]

Same as here. This few days is terrible. At least twice a day. Everytime more than 1 hours. Disconnected 1-3 minutes than connected few minutes. Than disconnected again... Happen at minnight, morning and afternoon.... Whatever u rebot the router, modem. Enable bridge mode or not. I am using their Arris XB6.

[MisterPinst]

Why don't you see if they'll swap your modem for the Technicolor xb6?

[Poons]

Whatever. Now isnt dropping. It is totally no signel foe 2 hours..

[GuyWiththeHat]

Setup

Location:  Newmarket (L3X)

Device:  CODA-4582U

Setup:  Bridge mode

All devices experiencing this issue are hard-wired into the network.

Upstream using OFDM/OFDMA channel 0.

OFDM/OFDMA Overview

Channel Index	State	lin Digital Att	Digital Att	BW (sc's*fft)	Report Power	Report Power1_6	FFT Size
0	OPERATE	0.1716	12.3995	9.6000	40.0315	32.2500	2K
1	DISABLED	0.0000	0.0000	0.0000	0.0000	0.0000	2K

Outage for the day (hopefully)

1/3/2021 12:24:10 AM - Request timed out.
1/3/2021 12:30:24 PM - Request timed out.
1/3/2021 1:48:33 PM - Request timed out.
1/3/2021 1:48:38 PM - Request timed out.
1/3/2021 1:48:43 PM - Request timed out.
1/3/2021 1:48:48 PM - Request timed out.
1/3/2021 1:48:58 PM - Request timed out.
1/3/2021 1:49:03 PM - Request timed out.
1/3/2021 1:49:08 PM - Request timed out.
1/3/2021 1:49:13 PM - Request timed out.
1/3/2021 1:49:18 PM - Request timed out.
1/3/2021 1:49:23 PM - Request timed out.
1/3/2021 1:49:28 PM - Request timed out.
1/3/2021 1:49:49 PM - Request timed out.
1/3/2021 1:49:54 PM - Request timed out.
1/3/2021 1:49:59 PM - Request timed out.
1/3/2021 1:50:04 PM - Request timed out.
1/3/2021 1:50:09 PM - Request timed out.
1/3/2021 1:50:27 PM - Request timed out.
1/3/2021 1:50:32 PM - Request timed out.
1/3/2021 1:50:37 PM - Request timed out.
1/3/2021 1:50:42 PM - Request timed out.
1/3/2021 1:50:47 PM - Request timed out.
1/3/2021 1:50:52 PM - Request timed out.
1/3/2021 1:51:00 PM - Request timed out.
1/3/2021 1:51:05 PM - Request timed out.
1/3/2021 1:51:10 PM - Request timed out.
1/3/2021 1:51:15 PM - Request timed out.
1/3/2021 1:51:20 PM - Request timed out.
1/3/2021 1:51:25 PM - Request timed out.
1/3/2021 1:51:30 PM - Request timed out.
1/3/2021 1:51:35 PM - Request timed out.
1/3/2021 1:52:40 PM - Request timed out.
1/3/2021 1:52:45 PM - Request timed out.
1/3/2021 1:52:50 PM - Request timed out.
1/3/2021 1:52:55 PM - Request timed out.
1/3/2021 1:53:00 PM - Request timed out.
1/3/2021 1:53:12 PM - Request timed out.
1/3/2021 1:53:17 PM - Request timed out.
1/3/2021 1:53:22 PM - Request timed out.
1/3/2021 1:53:27 PM - Request timed out.
1/3/2021 1:53:32 PM - Request timed out.
1/3/2021 1:53:37 PM - Request timed out.
1/3/2021 1:53:42 PM - Request timed out.

Opened a ticket with Rogers (via chat) and they reset my modem and 'updated' my firmware.  Updated the firmware from 7.1.1.33 to 7.1.1.33 (yes - you guessed it!).

[davidair]

Hey folks,

I have a quick update on my end. I've switched to Acanac (owned by Distributel) on Jan 1st and they've sent me their Technicolor 4400 modem.

Results so far (based solely on Jan 2 and Jan 3 stats):

- No random drops throughout the day (yay!)
- Both evenings (roughly 8:30-10:30pm) ping average went up from usual 20ms to 175ms (annoying)

However, this looks more predictable and I can work with it - it's critical for me to have stable internet during business hours and so far it's been good.

Of course this should be taken with a grain of salt since it's only been two days and it was the weekend - I'll post more findings later.

[doctor80]

Today my internet dropped completely at 09:30 AM. Not packet loss, but complete outage. The CODA modem remained with all led lights lit.

I waited for about 5 minutes and it did not come up. Rebooting the modem solved the problem.

Is there anyone that still thinks CODA is reliable hardware? 🙂

[JohnGM]

Also dropped at exactly 9:30am this morning for me too. Got disconnected from a work meeting

[88dalejrfan]

I've noticed that the drops this week don't result in the CODA lights changing anymore either.

[vikas-arora]

I switched to Ignite Internet (with Technicolor) about 10 days back and I must say there hasn't been any drops since (knock wood!). The switching process was pretty smooth and it took me 10-15 mins to setup the new equipment. I really hope that the connections stays stable now!