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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*

1,025 REPLIES 1,025

Re: Internet Keeps Dropping

88dalejrfan
I Plan to Stick Around

Glad you have a better connection now, @davidair . 

 

Progress is slow on my end. I had technicians #12 and #13 come out this past week. The latter swapped the splitter and cable indoors (again) and asked me to connect straight to the modem instead of my mesh system. I've tried this to, unfortunately but not surprisingly, no avail. Still getting the same drops. (I had installed the full version of Ping Plotter to allow me to do 24/7 monitoring, and there's no difference with what I'm connected to, or what hardware I'm using.)

 

I'm going to give this gentleman a call back on his next day in, as he seems to be the most diligent and caring of all the technicians I've had so far and left me with a way to directly elevate the ticket again. 

 

I'm still very much convinced this is an OFDMA issue. And my hands are a bit tied at switching from red to blue with the pandemic and management policies where I live.

Until then, online teaching through my cell phone it is!

Re: Internet Keeps Dropping

mkelland
I've Been Here Awhile

@gorgeous - it looks like we're having the exact same issue - intermittent, short outages. Awful with video calls. Did you find a solution? So far we have had multiple monitors from Rogers which found nothing, a tech came by and replaced a few things but didn't fix the problem, and a replacement modem. On our end, I've removed all devices from the network except one wired laptop which appeared to temporarily fix things, but after adding things back into the network one by one, the problem re-occured without any correlation to the specific device that was added back in. We've put in a pi-hole to see if we can catch any malicious DNS calls but haven't seen anything.  The outages don't seem to be heavily correlated to use (it went out at 4:30am today). 

 

Did you get an answer on your end? 

 

 

Re: Internet Keeps Dropping

@mkelland  what modem do you have?  Is it the white Hitron CODA-4582?  There is only one white modem used by Rogers.  Have a look at the front of the modem.  If both downstream and upstream LEDs (arrows) are a light blue, that indicates that the modem is using an OFDM downstream channel and and OFDMA upstream channel.  The OFDM downstream has been in use for almost three years and is stable by now.  The OFDMA channel is newly enabled and appears to be causing disconnect issues.  That can be confirmed by looking at the DOCSIS WAN tab, specifically the bottom OFDM/OFDMA overview section.  You should see one of the two OFDMA channels enabled.  

 

If this is not the case, then you have other problems to contend with.  

 

For now, can you copy the entire table and paste it into a post.  Select the whole table area, from the top Downstream Overvies section, all the way to the bottom of the table.  Right click, Copy.   Then in a new post, right click .... Paste.  That should paste in the whole table as it appears in the modem.  



Re: Internet Keeps Dropping

PizzaBear
I Plan to Stick Around
@88dalejrfan

I am still getting disconnects and I have lost all hope in getting this ever resolved...
Getting tired of being entertained by tech support and being told they cannot find anything wrong.

How much money is Rogers bleeding for these useless tech engagements or service technician visits when it surely is wide spread to many customers. The ones posting in this community forum is only a small percentage of the customers impacted by this.

Re: Internet Keeps Dropping

carolynfs
I Plan to Stick Around

I have a black Roger's EasyConnect05600 modem.  If I connect my laptop to it via ethernet cable, my Internet appears to be stable.

Re: Internet Keeps Dropping

mkelland
I've Been Here Awhile

@Datalink - yes, we have the Hitron. It's a bit moot since we've gone ahead and cancelled Rogers for now. For me, it's a bit of a matter of principle - this appears to be a known issue, but after all the multiple calls to Rogers that I and others on this thread are making, Rogers appears to be willfully ignorant of it. Every call is a new ticket, and every ticket is "resolved" without so much as a call to ask if the problem is actually fixed. I frankly don't have the time for it. 

 

In case it helps others: 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000QAM2560.900738.983
2597000000QAM2561.500838.983
3603000000QAM2560.900938.983
4849000000QAM2561.400240.366
5855000000QAM2562.500340.366
6861000000QAM2562.000440.366
7579000000QAM2560.799538.983
8585000000QAM2560.799638.983
9279000000QAM256-2.299137.636
10609000000QAM2561.5991038.983
11615000000QAM2561.5991138.983
12621000000QAM2561.0991238.983
13633000000QAM256-0.2991338.983
14639000000QAM2560.0991438.983
15645000000QAM2560.7001538.605
16651000000QAM2561.2991638.983
17657000000QAM2561.0001738.983
18663000000QAM2561.4001838.983
19669000000QAM2561.2991938.983
20675000000QAM2561.7992038.605
21681000000QAM2561.9002138.605
22687000000QAM2562.0992238.983
23693000000QAM2561.9002340.366
24699000000QAM2561.7002438.983
25705000000QAM2561.0002538.983
26711000000QAM2560.5002638.983
27717000000QAM2560.2002738.983
28723000000QAM2560.5992838.605
29825000000QAM2563.7992940.366
30831000000QAM2563.5003040.366
31837000000QAM2562.4003140.946
32843000000QAM2561.9003238.605
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES-2.099998
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
12590000064QAM43.02026400000
23870000064QAM43.02046400000
33230000064QAM43.02036400000
42110000064QAM42.76013200000
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
0OPERATE0.218410.30479.600050.031542.25002K
1DISABLED0.00000.00000.00000.00000.00002K

Re: Internet Keeps Dropping

GablesHoney
I've Been Here Awhile

My entire family is working and learning from home these days. Foe the past week the internet will stall/flap several times a day - long enough to drop video calls and totally disrupt meetings. This is like a 30 second outage happening 10 times a day.

Is anyone else experience this around Riverside South or Barrhaven in Ottawa?

 

Re: Internet Keeps Dropping

I’m experiencing the EXACT same issue over the same time span you’ve described.

Re: Internet Keeps Dropping

alfajina
I Plan to Stick Around

Hi, I'm not the person you're replying to, but I do have the Hitron CODA-4582, with light blue arrows for upstream and downstream.

 

Here's a screenshot of my last 12 hours where I have pingplotter target 8.8.8.8.

It looks like it's roughly every 3 hours, where the disconnects end at 1:18pm, 4:27pm, and 7:34 pm.

Is there another modem Rogers could give me? I think Ignite XB6 will increase the price on my monthly bill, unless I'm mistaken. Thanks

 

PingPlotter_2021-01-16_22-11-02.png

Link to image in case the embed image doesn't work. https://i.imgur.com/bpBSiIs.png 

Also, here's another image of all the hops, seems my first hop gets consistent 20% packet loss.
***Link removed for privacy***

Re: Internet Keeps Dropping

davidair
I Plan to Stick Around

You can try filing a complaint on the Rogers site and ask them, as a resolution, to provide you the different modem at no extra cost. It's that, or switching providers, and the latter is obviously more hassle. Simply search for "Rogers share a concern" online.

Re: Internet Keeps Dropping

Having the exact same issue. I’m usually gaming online, so it just kicks me out mid game which is really frustrating. Rogers said that they see no issues from their end. Seriously considering switching ISP.

Re: Internet Keeps Dropping

PizzaBear
I Plan to Stick Around

@Moizabbasi
@alfajina
@Corinne0
@GablesHoney

 

First of all, welcome to the forums. I am glad that we are having more Rogers customers affected starting to post their issue on the forums.

 

The symptoms that a number of Rogers customers are experiencing is the following:

You will experience randomly throughout the day, a period which lasts usually between 5-10 minutes of Intermittent Packet loss or 'high latency' periods. Roughly you will have anywhere between 5-15 packets which are showing as request timed out. If you are on a virtual meeting conference, you may see hear the meeting going on, but you won't be able to speak. Sometimes you may even get dropped. For gaming, you will get dropped. For browsing internet/streaming you will see periods where things are not loading. These random intermittent disconnects/drops will happen between 1-3 times a day on average.

 

The problem happens even if you use the cable modem in gateway function. For those that have home routers, you may have been calling technical support several times, and waste a lot of time explaining that it is not your home equipment causing the issue. Rogers may 'monitor' your line, but never find anything wrong. Their signal checks usually doesn't see anything wrong. Many of us had field technicians come to our house several times, and done several modem swaps and it does not resolve the issue.

 

The potential cause of this issue is related to enablement of OFDMA for upstream. You can see this by logging into your cable modem, under cable modem signal page, near the bottom you will see channel 0 in Operate mode. ( Previously it was disabled ).

 

I've had this enabled in my neighborhood roughly 4 months ago, ever since then I have had countless interactions with Rogers and still cannot get this resolved.

 

Several Rogers customers has left because they were also experiencing same problem without a fix. Some has gotten some success switching to the X6 Technicolor modem, but that is part of the Rogers Ignite wifi plan, and several of us refuse to pay higher cost for something that is clearly a Rogers infrastructure issue that should be addressed.

 

I hope that we will continue to see more impacted customers post about this. For the current time being, I have zero hope that this will get addressed as it has been going on for several months now and the only solution for most, is leaving Rogers.

Re: Internet Keeps Dropping

GablesHoney
I've Been Here Awhile

Thanks PizzaBear.

 

Do you think a competing coaxial ISP with their own modems might fix the issue of regular drops?  Even if they deliver service over the same physical cables?

 

PS - we have Ignite Wifi but run in bridge mode.  The problems started in Nov without any explanation after great service all summer and fall.  No changes on our side.  Rogers support put us on a 7 data "observation" period and reported that there were no problems.  Not true.

Re: Internet Keeps Dropping

carolynfs
I Plan to Stick Around

I had exactly the same experience.  We switched to Ignite in July, and all worked well until late fall.  Different technicians recommended different fixes after assuring me that modem was working fine - and it was with the computer connected via ethernet cable.  However, adding pods (wi-fi enhancers) either using wifi only or wi-fi with a pod-connected ethernet cable or eliminating the pods again completely failed to solve the problem.  The technician who was asked to move the modem closer to my computer advised that this would not stop the intermittent internet dropping.  Instead, he recommended connecting my computer via ethernet cable directly to the modem.  So far, this has worked.  However, to avoid a tripping hazard, I will likely have to move my office into the room with the modem, and I will risk losing the intenet whenever I go to another room with my laptop.  This is not ideal.

Re: Internet Keeps Dropping

bluerose
I've Been Here Awhile

i have the same issues, ever since they enabled ofdma gaming high ping spikes, random disconnects, i have the hitron and both likes are purple. I have called support and they say the signal is ok, i have the rogers modem bridged to my asus rt-ax86u

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000QAM2563.599738.983
2597000000QAM2562.500838.983
3603000000QAM2561.599938.983
4855000000QAM2562.299340.946
5861000000QAM2562.200440.366
6579000000QAM2564.699539.854
7585000000QAM2563.900640.366
8849000000QAM2562.500240.946
9609000000QAM2561.2991038.983
10615000000QAM2561.5991138.605
11621000000QAM2562.0991240.366
12633000000QAM2562.7991338.983
13639000000QAM2562.5991438.983
14645000000QAM2562.2991538.983
15651000000QAM2562.0991640.946
16657000000QAM2561.5991738.983
17663000000QAM2561.5001838.605
18669000000QAM2562.2001940.366
19675000000QAM2562.2992038.983
20681000000QAM2563.2002138.983
21687000000QAM2563.5992240.366
22693000000QAM2563.7002340.946
23699000000QAM2563.7992440.946
24705000000QAM2563.5992540.946
25711000000QAM2563.2002640.366
26717000000QAM2562.9002740.366
27723000000QAM2563.2002840.366
28825000000QAM2561.9002938.983
29831000000QAM2561.4003038.605
30837000000QAM2562.2003140.366
31843000000QAM2562.2993240.366
32279000000QAM2567.199140.366
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
04K275600000YESYESYES3.900002
1NANANONONONA
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
13230000064QAM31.77076400000
23870000064QAM33.02086400000
32110000064QAM31.26053200000
42590000064QAM31.77066400000
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
0OPERATE0.212210.55439.600038.031530.25002K
1DISABLED0.00000.00000.00000.00000.00002K

Re: Internet Keeps Dropping

alfajina
I Plan to Stick Around

No disconnections for 24 hours, I changed nothing in my network. I live in Aurora, if anyone has experienced something similar.
I've had my pingplotter monitoring for a few days now, and this is the first (that I've seen) 24 hours without disconnections.

 

I have the white Hitron 4582.

 

However, I am still experiencing 30% packet loss only on my first hop out of my router.

 

wwfdrxw

Re: Internet Keeps Dropping

PizzaBear
I Plan to Stick Around

@GablesHoney

 

people that switched to competing cable ISP, seemed to have resolved this issue with technicolor modem. However I did read some experienced 'higher latency' during evening peak hours as well. But that might depend on your neighborhood congestion.

Re: Internet Keeps Dropping

88dalejrfan
I Plan to Stick Around

The work week is off to a great start!

Unusable.JPG


This is on the latest configuration attempted by technician #13 (new splitter, new CAT6 cable, new coaxial cable, ethernet to modem rather than router). Because he gave me his direct contact information, I sent him a message explaining that the fixes attempted did not work.

 

While these outages were occurring, everything looked normal on the DOCSIS WAN -- signal strength within the normal -10 to +10 range on the downstream, signal-to-noise ratio around 36, and signal strength on the upstream around 37. 

 

I still definitely think this is OFDMA related. I just can't get anyone to listen. 

Re: Internet Keeps Dropping

alfajina
I Plan to Stick Around

I spoke too soon, disconnects returned.

Super frustrating. 

 

3wJ6wsF

Re: Internet Keeps Dropping

MisterPinst
I Plan to Stick Around

Hi all - It's been exactly 1 month since I've switched from the CODA-4582 gateway to XB6 gateway (Technicolor). In the past month, I've seen 1-2 disruptions of about 5 seconds each. My longest disruption was for five minutes but that due to a firmware upgrade in the middle of the night. At this point after monitoring constantly with PingPlotter on multiple computers I can conclude my issue to be fixed.

 

This was the exact issue that I was encountering prior to switching gateways:

https://communityforums.rogers.com/t5/Internet/Internet-Keeps-Dropping/m-p/472150#M64180

I've also made a number of posts in this thread that show examples of what I was experiencing in both bridge and gateway mode on the CODA-4582.

 

If you're experiencing this issue specifically, I would strongly consider upgrading to Rogers Ignite but make sure you get the Technicolor version of the XB6 gateway. I would highly recommend you do this before switching to another provider since:

1) You can potentially get Rogers Ignite for cheaper than what you're paying now (I did, but that's not true with a lot of people); and

2) There may be upfront costs when switching to another provider like TekSavvy (i.e. modem purchase), so if you can eliminate the issue with a Technicolor modem rental first from Rogers then you can switch to another provider more confidently. 

 

As for what's causing this issue, I would agree it definitely has something to do with OFDMA upstream. All I know is that the XB6 Technicolor modem has completely resolved it for me.

Re: Internet Keeps Dropping

88dalejrfan
I Plan to Stick Around

@MisterPinst Glad you've resolved it! On your new Ignite package, has your upload speed changed? 

 

I wonder if the resolution in your case is simply the difference in modems, or a change in speed as well (a higher upload speed being less susceptible to packet upload timeouts and disconnects... maybe?!).