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*

[Datalink]

@toolcubed  realistically it might take a year or longer before you have fibre installed in your home with a modem up and running.  Dig out your property map, locate the actual property markers in the ground and ensure that you absolutely understand where the easements are, which in turn determines where Bell or contractor employees can work and install conduit or anything else they see fit.  Be prepared to be surprised and frustrated when the underground conduit installation is occurring.  Be prepared to stand your ground, but, also be sure that you're right and they're wrong.  

[lethalsniper]

Luck you..

[doctor80]

@Datalink @RogersAndy @RogersCorey 
What should we anticipate now as a next steps guys?

As you can see all admitted the issue is with Coda 4582 and OFDMA enabled.

As you can see also employers are not happy with what happens and people will start loosing jobs.

Will Rogers take responsibility for that?

I can't work like that. My daily Zoom calls are dropping sine October and nothing was done. 

What is next step?

[lethalsniper]

That’s a very good question let’s see if they respond

[Nguygie]

Seems like I'm late to the party but we're having terrible disconnects as well. The only difference I see is we have the Arris modem and not hitron. We have disconnects several times daily from a few seconds to 60-90 mins at a time. We have our main computer wired via ethernet directly to the Arris modem and it doesn't work during these disconnects. The Arris modem is on bridge mode and we use Google mesh wifi points. This has been happening consistently since November but getting worst since January. Rebooting the modem sometimes works and sometimes not. We've had two techs out with a modem swap, new terminal connections, etc. Nothing has improved. Techs keep saying there's nothing wrong they can see (obviously they're never here at the exact time the internet is down). Latest call to Rogers and they tell us they've escalated our ticket to higher support and have put a 'tracer' on our line to monitor for drops for 7 days and will call us. Reading everyone's similar issues here doesn't give me much hope things will be resolved anytime soon especially since the techs "can't find anything wrong".
We have 1000mpbs service with Rogers and unfortunately Bell only offers fttn at 50mpbs in our neighbourhood. Does anyone think that switching to a Rogers reseller like Start.ca, Teksavvy, etc will be any better or will it not be worth it since they rely on Rogers cable infrastructure anyways?

[toolcubed]

@Datalink Thanks. Rogers performed a “network uplift” here two years ago, so I know how the digging and construction will work. I guess the only difference now is that Bell will need to run the fibre directly to all of the homes, so that will require some digging and access to my property. I’ll keep an eye out.

Looks like this project is related to Bell’s latest announcement of investing at least an additional $1B on top of their existing capital investment over the next two years to accelerate their 5G and FTTH build outs:

https://www.bce.ca/news-and-media/releases/show/bell-to-advance-fibre-wireless-and-rural-network-rol...

Exciting times!

[bestjsg1]

@Nguygie I just came from Start, I think the key is to use a Broadcom based modem. For you , try get the Technicolor XB6 , for me at least, this modem solved my random disconnection issue.

[nitinc]

Same issues here with CODA, been super frustrating.

just logged into myrogers account online and say the promo for 50% off for Ignite Internet + Smartscreen for next 12 months

hopefully i get the new modem

[doctor80]

Good morning Rogers.

Just so we keep tracking on this topic, and won't fall between the chairs.

What is the next step?

[alfajina]

As of today, my OFDMA is disabled. 

I will report back with results on if this fixes anything. Stay tuned, will post an update in a few days or so.

OFDM/OFDMA Overview

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

[doctor80]

@alfajina do you see any difference in speed ? Ping?

[alfajina]

@doctor80 

Download seems the same, Ping looks to be a bit lower, just comparing roughly through ping plotter data that I have from the last hour without OFDMA and the hour prior to OFDMA being turned off.

[doctor80]

@alfajina - did you talk to someone? Did Rogers call you to let you know that they will disable the OFDMA?
Did the modem reboot if you paid attention?

[alfajina]

@doctor80 

I had a technician say they will disable OFDMA within 24-48 hours. That was last Monday, and OFDMA was not disabled when he said it would be. So I called a manager and he had no idea what OFDMA was.

So I decided to write another "share a concern" (my second one). I said I don't want any more technicians sent unless they know they will fix the problem, otherwise, it's a waste of time. I said I was told disabling OFDMA or upgrading to ignite was the only solution by the recent technician, so I said either upgrade me to the ignite modem without changing the pricing to my plan or disable OFDMA.

 I got a call this morning, saying they will look into it, then 1 hour later my modem did seem to quickly reboot, as my connection dropped for about 30 seconds.

I logged into the modem and OFDMA was now disabled, instead of "OPERATE".

I did a manual reboot to make sure the change stays, and it did.

Now to see if it changes anything.

[stuhome]

Hi All

Been silent for a week as I wanted to review what had been going on my end.

I've had OFDMA disabled for about a week now and although the strange phenomenon of having disconnects one after another for about 10 minutes seems to have ceased, and I had a period of pretty good solid connection, its slowly starting to fluctuate again now.  Whether that is a result of congestion, I have no idea.

What is strange however are my signal levels, they have gone through the roof.  I used to hover around the 0-3dBmv range, now I am at 9-11dBmv without any changes my end.   The modem is in the same spot, same wire, same everything.  I'm now wondering if I need an attenuator to knock that down a little, but doesn't that affect the opposite bandwidth.

My speed tests are all over the place, again leading me to congestion... Currently for a 1000/30 connection, I am getting merely ~170mbs/32mbps (wired and using the Windows 10 64bit SpeedTest app).  Late at night around 11pm they still fluctuate but do occasionally hit 940mbps/32mbps.  

@Datalink Can I offer anything else?   

Yes it is a CODA4852U 2A running 7.1.1.33

OFDMA now disabled.

Here is my weekends ping plot.

My current signal levels with the CODA are :

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	QAM256	10.800	7	40.366
2	597000000	QAM256	10.599	8	40.366
3	603000000	QAM256	10.300	9	40.366
4	579000000	QAM256	10.099	5	40.366
5	585000000	QAM256	10.599	6	40.366
6	279000000	QAM256	4.900	1	38.983
7	609000000	QAM256	10.199	10	40.366
8	615000000	QAM256	10.000	11	40.366
9	621000000	QAM256	9.900	12	40.366
10	633000000	QAM256	9.300	13	40.366
11	639000000	QAM256	9.599	14	40.366
12	645000000	QAM256	9.900	15	40.366
13	651000000	QAM256	9.900	16	40.946
14	657000000	QAM256	9.800	17	40.366
15	663000000	QAM256	9.699	18	40.946
16	669000000	QAM256	10.099	19	40.946
17	675000000	QAM256	10.300	20	40.366
18	681000000	QAM256	10.800	21	40.946
19	687000000	QAM256	10.800	22	40.946
20	693000000	QAM256	10.500	23	40.366
21	699000000	QAM256	10.199	24	38.983
22	705000000	QAM256	10.199	25	40.366
23	711000000	QAM256	10.500	26	40.366
24	717000000	QAM256	10.300	27	38.983
25	723000000	QAM256	10.800	28	40.366
26	825000000	QAM256	10.599	29	38.983
27	831000000	QAM256	11.000	30	38.983
28	837000000	QAM256	10.900	31	38.983
29	843000000	QAM256	10.699	32	38.983
30	849000000	QAM256	10.800	2	38.983
31	855000000	QAM256	10.500	3	38.605
32	861000000	QAM256	10.400	4	38.983

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	6.599998

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	38700000	64QAM	43.020	8	6400000
2	21100000	64QAM	41.510	5	3200000
3	32300000	64QAM	43.020	7	6400000
4	25900000	64QAM	41.770	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	DISABLED	0.0000	0.0000	0.0000	0.0000	0.0000	2K
1	DISABLED	0.0000	0.0000	0.0000	0.0000	0.0000	2K

[Nguygie]

Thanks for the reply.  I actually was wrong in my initial post - I currently have the broadcom Technicolor CGM4141ROG modem (not the wonky Arris Puma 6/7 chipset one) and am still experiencing lots of internet drops with my Ignite internet.

[ViCommander]

1. black Arris TG-3482ER

2. How do I check for OFDMA, I have the newer model so I'm not sure how to check? I have the new black router that comes with the Ignite service, yet I am still getting the same issues as people with older models.

[raymond111]

This is absolutely absurd that Rogers has not acknowledged this issue that effects probably thousands of their customers.  I can only imagine how many people are extremely aggravated with Rogers and all those poor people who have been getting the run around with Rogers not taking the blame for this and blaming the customers internet setup.  It is super sad to have this attitude coming from a once respected telecom company.  I to have been struggling with this issue for months now on the XB6 modem with OFDMA enabled in the Woodbridge area.  Daily disconnects can range from a few seconds to a few minutes multiple times during the day.  Usually between 8am to 7pm.  High ping spikes are also the norm and I just sadly learned to deal with them. 

I have just about given up talking to Rogers about this as it clearly seems they are not interested in solving this issue and nothing is worse than hearing them say they cant find a problem on their end.  It is extremely disrespectful to the tech savvy customers who come on here and multiple other forums to troubleshoot their issues to find out all along there is nothing wrong with their home internet setup and it is just Rogers failing network.

To everyone on here hoping for a fix, don't get your hopes up.  It will soon mark a year since most people on here have been experiencing issues and nothing has been rectified.  

[doctor80]

Argh!!!!!!

8:53 PM another drop event

Rogers- what is the next step?????!!!!!!!!

[Christinew1]

Ive been having the exact same issue. The last tech that just came tonight replaced my modem but there is no improvement. My kids do school over zoom and I work from home. No one can help me at all.
Ive started researching other providers.

[carolynfs]

Can you connect your computers directly to the Rogers modem via ethernet cable?  That eliminated the internet dropping for 2 computers.  Now it's only when they're turned on or "wakened from a sleeping state" that I need to wait for a minute or 2 for the internet to become available.