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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*

1,031 REPLIES 1,031

Re: Internet Keeps Dropping

vikas-arora
I plan to stick around

- 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.

Re: Internet Keeps Dropping

PizzaBear
I plan to stick around
Can you check your ofdma flag?

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

Re: Internet Keeps Dropping

vikas-arora
I plan to stick around

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

Re: Internet Keeps Dropping

88dalejrfan
I plan to stick around
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?

Re: Internet Keeps Dropping

vikas-arora
I plan to stick around

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

 

 
Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000QAM2563.400740.366
2597000000QAM2563.099840.946
3603000000QAM2563.099940.366
4849000000QAM256-1.900238.605
5855000000QAM256-2.299338.983
6861000000QAM256-2.099438.983
7579000000QAM2563.599540.366
8585000000QAM2563.599640.366
9279000000QAM2565.900140.366
10609000000QAM2563.2001040.366
11615000000QAM2563.2991140.366
12621000000QAM2563.5001240.946
13633000000QAM2563.7991340.366
14639000000QAM2564.0991440.366
15645000000QAM2563.9001540.946
16651000000QAM2564.0001640.366
17657000000QAM2564.0991740.946
18663000000QAM2563.9001840.946
19669000000QAM2563.9001940.946
20675000000QAM2563.9002040.946
21681000000QAM2564.0002140.946
22687000000QAM2564.0002240.946
23693000000QAM2563.7002340.366
24699000000QAM2563.4002440.366
25705000000QAM2562.9002540.366
26711000000QAM2562.7002640.366
27717000000QAM2562.4002740.366
28723000000QAM2562.2002840.366
29825000000QAM256-0.5992938.605
30831000000QAM256-1.0003038.605
31837000000QAM256-1.2003138.983
32843000000QAM256-1.7003238.605

 

OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES4.699997

 

Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
12110000064QAM36.01053200000
23870000064QAM36.52086400000
33230000064QAM37.27076400000
42590000064QAM37.02066400000
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
0OPERATE0.211010.60349.600044.781537.00002K
1DISABLED0.00000.00000.00000.00000.00002K

Re: Internet Keeps Dropping

88dalejrfan
I plan to stick around

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: 

 

Internet again.JPG

Re: Internet Keeps Dropping

MisterPinst
I plan to stick around

@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.

Re: Internet Keeps Dropping

PizzaBear
I plan to stick around

@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.

 

Re: Internet Keeps Dropping

doctor80
I plan to stick around
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.

Re: Internet Keeps Dropping

PizzaBear
I plan to stick around
@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..

Re: Internet Keeps Dropping

doctor80
I plan to stick around
@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.

Re: Internet Keeps Dropping

GuyWiththeHat
I plan to stick around

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 IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size
0OPERATE0.176612.14949.600040.281532.50002K
1DISABLED0.00000.00000.00000.00000.0000

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

Re: Internet Keeps Dropping

Poons
I've been here awhile
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.

Re: Internet Keeps Dropping

MisterPinst
I plan to stick around
Why don't you see if they'll swap your modem for the Technicolor xb6?

Re: Internet Keeps Dropping

Poons
I've been here awhile
Whatever. Now isnt dropping. It is totally no signel foe 2 hours..

Re: Internet Keeps Dropping

GuyWiththeHat
I plan to stick around

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 IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size
0OPERATE0.171612.39959.600040.031532.25002K
1DISABLED0.00000.00000.00000.00000.0000

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!).

 

Re: Internet Keeps Dropping

davidair
I plan to stick around

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.

Re: Internet Keeps Dropping

doctor80
I plan to stick around

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? 🙂

 

 

 

Re: Internet Keeps Dropping

JohnGM
I plan to stick around
Also dropped at exactly 9:30am this morning for me too. Got disconnected from a work meeting

Re: Internet Keeps Dropping

88dalejrfan
I plan to stick around
I've noticed that the drops this week don't result in the CODA lights changing anymore either.

Re: Internet Keeps Dropping

vikas-arora
I plan to stick around

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!