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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

bestjsg1
I Plan to Stick Around

We survived 3 business days with no drops yet, however, when I look at my modem stats, there are tons and tons of uncorrectable codewords which is the symptom for a connection drop when I was with the TPIA w/docsis 3.0 modem, usually within a couple of days, so the real test is still going on...fingers crossed.. 

 

Also another symptom is that my upstream power would go up every day, usually starts at 36/37 dBmV . slowly climb up , 3 days now it is around 44 dBmV and I guess it eventually would climb to over 50 then my connection drop...

 

IndexUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords

CM Error Codewords
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
320847754
3239121143
3315774666
3316051438
3316051935
3316057514
3316065660
3316073549
3316079546
3316086501
3316164211
3316171478
3316176375
3316180936
3316190749
3316196849
3316205465
3316212440
3316216156
3316226392
3316272995
3316281830
3316286030
3316290705
3316302418
3316305802
3316314077
3316321844
3316326785
3316185759
3316376560
3316382880
320847754
3429858271
1939
53269
107
111
270
232
190
176
165
147
197
182
164
211
133
155
130
158
139
147
115
134
127
130
125
126
167
114
26919
139
130
3429858271
18627
529
216274
532
529
525
540
551
537
538
544
531
515
535
534
551
525
539
544
545
515
541
538
541
545
548
541
544
534
120832
496
513
18627

 

 

Re: Internet Keeps Dropping

Fingers crossed for you. Keep us updated if you can. I'm hoping to make the switch soon to hopefully have some stable Zoom meetings. 

Re: Internet Keeps Dropping

BrickSv1
I've Been Here Awhile

Downtown Ottawa internet slow late afternoon and night

 

My partner and i both work from home like a lot of people. We notice that through the day we are both able to work I interrupted with Vedic conferencing etc. However late afternoon and evening one of us can barely get a zoom or teams meeting with out dropping off and pausing. I assumed high speed internet was what the title says and my frustration level is though the roof. With my 2 devices, cable TV and 350gb of home data and paying 400 + a month I expect better. Anyone have suggestions or another provider that can I get a better deal.

Re: Internet Keeps Dropping

Arekitect
I Plan to Stick Around

For the last 3 to 4 months my  Gigabit service has been affected on daily basis by short, but annoying service interruptions.

Every day, around 12:05 pm and 8 pm I lose service for exactly 3 minutes.  The interruption starts with the loss of upload bandwidth and within 30 seconds affects download as well. Each time, all channels on my Hitron 4582 modem stay connected.

Running traceroute during the outage shows interesting results:

Tracing route to 1.1.1.1 over a maximum of 30 hops

1 1 ms 1 ms 1 ms 192.168.0.1
2 2494 ms 202 ms 12 ms 99.229.8x.1
3 14 ms 12 ms 15 ms 8082-dgw01.mtnk.rmgt.net.rogers.com [67.231.221.181]
4 9 ms 35 ms 38 ms 69.63.249.70
5 * * * Request timed out.
6 * * * Request timed out.
7 * * * Request timed out.

 

And when the  service is restored:

Tracing route to one.one.one.one [1.1.1.1]
over a maximum of 30 hops:

1 1 ms 1 ms <1 ms 192.168.0.1
2 27 ms 33 ms 14 ms 99.229.8x.1
3 22 ms 20 ms 13 ms 8082-dgw01.mtnk.rmgt.net.rogers.com [67.231.221.181]
4 13 ms 23 ms 14 ms 69.63.249.70
5 21 ms 25 ms 31 ms 0-5-0-5-cgw01.wlfdle.rmgt.net.rogers.com [209.148.233.201]
6 40 ms 41 ms 60 ms 209.148.233.102
7 * * * Request timed out.
8 34 ms 42 ms 36 ms one.one.one.one [1.1.1.1]

 

You can clearly see, that after 3 successful hops, the modem fails to connect to 0-5-0-5-cgw01.wlfdle.rmgt.net.rogers.com [209.148.233.201].

So far I opened multiple support tickets, had the technician onsite verify the signal and wiring.

At this point I had enough out going through the routine troubleshooting, each time rebooting the modem, unplugging my 3rd party AP (always the culprit).

Rogers technicians sent onsite, confirmed the issue is NOT related to my house or the modem but are unable to do anything else. 

I see that there are multiple complaints on the forum linked to random service interruption, but were they ever resolved?

For people working from home, the Internet became an essential service and having calls drop every day in the middle of a sentence, never leaves a good impression.

Is there any escalation process with Rogers Tech Support that can look deeper into this issue?

 

Re: Internet Keeps Dropping

@Arekitect do you use 1.1.1.1 for your DNS?  And .... do you have any other services running such as Home Phone or Cable TV that suffer from the same service outage?



Re: Internet Keeps Dropping

Arekitect
I Plan to Stick Around

Hi there,

 

Thanks for responding to my post.

 

To answer your question:

My computer as well as other desktops use a wired connection directly to Rogers modem.

I can reproduce the issue on any wired device during the outage.

Rogers tech, verified signal strength and with 100% confidence determined the issue is NOT related to my house.

The fact that traceroute completed initial hops on Rogers network clearly indicates a larger issue with the network equipment along the way.

 

 

Re: Internet Keeps Dropping

To me this looks like a network issue, not related to the modem or any connected device, but, the question remains, are you running a Rogers Home Phone or Rogers Cable TV service that also suffers from the same outages?  If so, that widens the scope of the problem and it might be easier to track down.



Re: Internet Keeps Dropping

BrickSv1
I've Been Here Awhile
I have digital cable as well as it seems to freeze up like the old days. I’ve confirmed everything in house is good. I additionally removed power cords or other electronic devices that may interfere and little to no change. There are some digital channels that are worse than others and to the point they are not war cut Abel so to free ups.

Re: Internet Keeps Dropping

Arekitect
I Plan to Stick Around

After experiencing timeout issues with the default Rogers DNS service,  I switched to Cloudflare as my DNS provider.

I made this change over 18 months ago and it's has been operating without any issues since.

I only subscribe to Internet service from Rogers, so I can't comment on a cable TV or home phone.

 

 

 

Re: Internet Keeps Dropping

@Arekitect is the modem set to run Dual mode (IPV4 and IPV6)?  If you don't remember the configuration,  can you log into your modem and navigate to the BASIC .... GATEWAY SETTINGS.  Is the Router Mode configured for IPV4 or Dual?  If it's set for Dual, that means that the modem and connected devices are using both IPV4 and IPV6 with IPV6 being the default address mode. 

 

Just trying to eliminate the possible causes.  

 

Have you considered switching DNS providers for test purposes?  Consider trying Rogers DNS (64.71.255.204 or 64.71.255.198), or Cira.ca or OpenDNS for a day or two, just to see if that stops the service outages.  I'd check the traces from you to any other DNS that you might want to try, just to ensure that you bypass the server at 209.148.233.201.  The DNS IP addresses for Cira.ca and OpenDNS are shown in the following links.

 

https://www.cira.ca/cybersecurity-services/canadian-shield

 

https://www.opendns.com/support-search/#?cludoquery=Getting%20Started%20with%20OpenDNS&cludopage=1

 

To get anywhere with this, one of the mods would have to pass it on to a level 2 tech to look at.  That tech should be able to run traces from your modem to 1.1.1.1 at the noted failure times to track down the issue. 

 

@RogersTony is on today, so he could start the ball rolling. 



Re: Internet Keeps Dropping

Arekitect
I Plan to Stick Around

Thanks for the suggestion on DNS changes. 

I reconfigured my modem to use the CIRA DNS service (149.112.121.10 and 149.112.122.10).

 

Also, my modem is configured in a Dual Mode, however, I changed the setting to IPv4 only, since there is no option to define custom IPv6 DNS configuration.

I will keep you posted throughout the week when I'm tied to the computer all day long and even the smallest service blip becomes apparent.

Re: Internet Keeps Dropping

88dalejrfan
I Plan to Stick Around

Today, Rogers told me "the signal to your modem looks good" and to "try rebooting your modem". 😑

 

Obviously this didn't help. 12 outages today, 96 this month, and 206 since I began keeping count in October. Now onto the 6th attempt at having the neighbourhood team investigate (for visit #14), as the last senior technician was unable to identify the cause.

 

I've tried linking the neighbourhood team to this thread. I'm not sure if my request actually went through as I was told "your modem may not be connected to the same node" as the others in the thread... But that was precisely my point in linking them to this thread. There's something systemic going on here independent of local nodes. 

 

OFDMA... OFDMA... OFDMA...

Re: Internet Keeps Dropping

GuyWiththeHat
I Plan to Stick Around

I feel for the technicians.  They are trying to troubleshoot an issue where they don't have the equipment (or potentially the training) to see the problem.

 

I'm frustrated as I've been experiencing this problem since DOCSIS 3.1 was enabled on my uploads.  However, I can't believe that all technicians don't care about providing good service.

 

Frustrated customer

Re: Internet Keeps Dropping

88dalejrfan
I Plan to Stick Around

I've been caught in this loop:

  • The senior technicians exhaust the possibilities on their end with the tests/equipment they have.
  • A ticket gets created for the neighbourhood maintenance team. 
  • The neighbourhood maintenance team runs some tests but either everything seems okay or the issue seems "in the home".
  • This information results in the neighbourhood ticket being closed, rather than elevated.
  • The customer reports the issue persists.
  • Rogers sends a technician to the house again. 
  • The process repeats.

Re: Internet Keeps Dropping

Same here... we've had techs 4 times, and keep getting the same old Rogers story "It's not us".  So far, we've had a new outside cable from the box to the house, new cable from the outside directly to the modem, new modem and I removed my own router from the equation.  

Well it most definitely is a Rogers problem, so what now?   The IP address below is the first hop in Rogers network.......... @RogersAndy any suggestions on how this gets escalated?

Tue Jan 26 10:18:41 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37491 ttl=63 time=13.9 ms
Tue Jan 26 10:18:42 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37492 ttl=63 time=9.93 ms
Tue Jan 26 10:18:43 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37493 ttl=63 time=18.9 ms
Tue Jan 26 10:18:44 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37494 ttl=63 time=17.8 ms
Tue Jan 26 10:18:45 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37495 ttl=63 time=11.7 ms
Tue Jan 26 10:18:46 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37496 ttl=63 time=3.86 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37503 ttl=63 time=29316 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37504 ttl=63 time=28351 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37505 ttl=63 time=27360 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37506 ttl=63 time=26340 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37507 ttl=63 time=25322 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37508 ttl=63 time=24306 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37509 ttl=63 time=23289 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37510 ttl=63 time=22271 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37511 ttl=63 time=21249 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37512 ttl=63 time=20233 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37513 ttl=63 time=19215 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37514 ttl=63 time=18195 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37515 ttl=63 time=17178 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37516 ttl=63 time=16159 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37517 ttl=63 time=15139 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37518 ttl=63 time=14122 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37519 ttl=63 time=13102 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37520 ttl=63 time=12081 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37521 ttl=63 time=11064 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37522 ttl=63 time=10044 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37523 ttl=63 time=9024 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37524 ttl=63 time=8004 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37525 ttl=63 time=6983 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37526 ttl=63 time=5963 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37527 ttl=63 time=4945 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37528 ttl=63 time=3927 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37529 ttl=63 time=2912 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37530 ttl=63 time=1892 ms
Tue Jan 26 10:19:22 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37531 ttl=63 time=871 ms
Tue Jan 26 10:19:23 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37532 ttl=63 time=38.6 ms
Tue Jan 26 10:19:24 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37533 ttl=63 time=12.8 ms
Tue Jan 26 10:19:25 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37534 ttl=63 time=14.7 ms
Tue Jan 26 10:19:26 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37535 ttl=63 time=15.6 ms
Tue Jan 26 10:19:27 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37536 ttl=63 time=13.5 ms
Tue Jan 26 10:19:28 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37537 ttl=63 time=17.2 ms
Tue Jan 26 10:19:29 EST 2021: 64 bytes from 174.115.60.1: icmp_seq=37538 ttl=63 time=6.10 ms

Re: Internet Keeps Dropping

PizzaBear
I Plan to Stick Around

This happened just for me at around 11:05am today.

 

Reply from 8.8.8.8: bytes=32 time=21ms TTL=116
Reply from 8.8.8.8: bytes=32 time=15ms TTL=116
Reply from 8.8.8.8: bytes=32 time=19ms TTL=116
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Reply from 8.8.8.8: bytes=32 time=3138ms TTL=116
Reply from 8.8.8.8: bytes=32 time=65ms TTL=116
Reply from 8.8.8.8: bytes=32 time=17ms TTL=116
Reply from 8.8.8.8: bytes=32 time=12ms TTL=116
Reply from 8.8.8.8: bytes=32 time=11ms TTL=116
Reply from 8.8.8.8: bytes=32 time=7ms TTL=116
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Reply from 8.8.8.8: bytes=32 time=1926ms TTL=116
Reply from 8.8.8.8: bytes=32 time=29ms TTL=116
Reply from 8.8.8.8: bytes=32 time=29ms TTL=116
Reply from 8.8.8.8: bytes=32 time=18ms TTL=116
Reply from 8.8.8.8: bytes=32 time=18ms TTL=116

Re: Internet Keeps Dropping

tulowindow
I Plan to Stick Around

sad to see all the same people here still struggling with horrible internet. I feel for all of you, because guess what. I'm still here too.

 

One thing is clear, when OFDMA got shut off, I stopped getting the 5 disconnects a day.... yes, that is true. So thank the lord that I don't get disconnected all day. However, my latency spikes like crazy during normal hours. I cannot game in ping dependent video games during the daytime hours at all, and often not until around midnight even off hours. The only time I can have a smooth gaming experience is literally 2 in the morning. This connection is a joke.

 

Hope your issue gets resolved after your 15th tech visit @88dalejrfan .... cause obviously "it's not us" and "your signal is strong"

 

Hey dale... did you try rebooting your modem? How about  a power bar? /sarcasm.

Re: Internet Keeps Dropping

Get this.... I finally get through to support and am told i need to upgrade from my gigabit package with the coda modem to the new ignite gigabit (a new modem) all for an extra $100 a month!.  How the heck is that going to fix what are clearly network problems.

Re: Internet Keeps Dropping

kimgibbard
I've Been Around

I too have had constant internet disruptions and I am getting really annoyed. They came out and checked everything and said there is no problems with my equipment or connections. I feel they need to send more bandwidth to eliminate this constant headache. Especially now that we are doing the schooling at home. Cmon Rogers, get it together

Re: Internet Keeps Dropping

Would need some more info, as to your setup, etc.. to see of what it might be?
I am assuming with a tech out, they have checked the signal levels, etc..

Does it happen at a more specific time of the day? (just wondering if the signal level is poorer then)

Where are you located? Is a  house, townhouse, apartment?  Just trying to see if it could be interference.

Right now, I currently have myself working from home, my son doing schooling, my wife home watching Ignite TV.  I can be downloading, my son playing a game or on video with no issues.

Re: Internet Keeps Dropping

carolynfs
I Plan to Stick Around

I am on Ignite with the Roger's supplied modem. At various times, I've been told that my signal is fine, or that there is a problem is in the neighbourhood (and seen up to 3 Roger's trucks gathered with men working), or that the problem is the ability to get a strong wi-fi signal in various parts of the house without a direct ethernet cable connection to the modem. After 8 technicians providing different solutions that temporarily worked while they were in the home, but ultimately failed, I gave up trying to get reliable internet via wi-fi and connected my laptop via ethernet cable directly to the Roger's modem.  However, my internet still drops randomly for about a minute at a time.