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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*

1,022 REPLIES 1,022

Re: Internet Keeps Dropping

stuhome
I Plan to Stick Around

Anyone else just have a hard drop for a full minute at 7:52am ?     I'm in Pickering.

I wasn't even using the internet other than to stream the radio.

Seems it went a little wobbly 10 minutes prior (7:42am) then collapsed at 7:52am and then a spike a few minutes later, seems ok.

Modem did not reboot.

2021-02-10 - hard drop at 7.52am.png

Finally able to connect to 192.168.100.1 without rebooting the modem - no idea why it suddenly worked for me.. but was able to see my signals.. They've climbed even higher.

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000QAM25610.800738.983
2597000000QAM25610.699840.366
3603000000QAM25610.500940.946
4579000000QAM2569.900538.605
5585000000QAM25610.400638.983
6279000000QAM2565.400138.605
7609000000QAM25610.5991040.946
8615000000QAM25610.5991140.946
9621000000QAM25610.5991240.366
10633000000QAM25610.1991340.946
11639000000QAM25610.5001440.366
12645000000QAM25610.9001540.366
13651000000QAM25610.6991640.366
14657000000QAM25610.6991740.366
15663000000QAM25610.5991840.366
16669000000QAM25611.0991940.366
17675000000QAM25611.3002040.366
18681000000QAM25611.9002140.366
19687000000QAM25612.0992240.946
20693000000QAM25611.8002340.366
21699000000QAM25611.5002438.983
22705000000QAM25611.5002538.983
23711000000QAM25611.9002640.366
24717000000QAM25611.4002738.983
25723000000QAM25611.5992840.366
26825000000QAM25611.5002938.983
27831000000QAM25611.9003038.983
28837000000QAM25611.8003138.605
29843000000QAM25611.5003238.983
30849000000QAM25611.800240.366
31855000000QAM25611.400338.983
32861000000QAM25611.300438.983
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES7.099998
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
13870000064QAM43.02086400000
22110000064QAM41.51053200000
33230000064QAM43.02076400000
42590000064QAM41.52066400000
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
0DISABLED0.00000.00000.00000.00000.00002K
1DISABLED0.00000.00000.00000.00000.00002K

Re: Internet Keeps Dropping

Called the other day and I was told that i’m on a legacy internet service. Moving to the new internet service will fix my issue since the new one is Fiber and i’m not sharing my connection with neighbours. How true is that?

Re: Internet Keeps Dropping

88dalejrfan
I Plan to Stick Around
So it appears disabling OFDMA may not be the cure-all if you're still experiencing big drops like that.

Where do we go from here?

Re: Internet Keeps Dropping

Not true unless you happen to have the brand new fibre system installed which should be a Passive Optical Network system.  The existing Rogers Fiber to the Home (FTTH) installations only replace the copper line with a fibre line.  Its still a DOCSIS system which is time shared by all users on your cable line from the neighbourhood node.  So, the technical details are important to determine exactly what is meant by a fibre connection.  



Re: Internet Keeps Dropping

@88dalejrfan if this is the case, then you have an external cable problem.  Perhaps somewhere beyond the local tap, between that tap and the neighbourhood node.  That's a process of elimination to find the fault. 



Re: Internet Keeps Dropping

doctor80
I Plan to Stick Around

Is there a direct number I can call to ask to disable OFDMA ?

I called Tech Support and they have no clue what is OFDMA.
Or is the only way to ask is through "Share a Concern"?

 

 

Re: Internet Keeps Dropping

Thats a lot of troubleshooting hours and legacy line replacement that Rogers doesn't want to do right now.  My guess is that they are holding off on all of above in anticipation of a Fiber roll out.  Not sure if this is true, but one senior maintenance tech told me they have begun to rollout Fiber at Caledonia/Eglinton area.  I highly doubt I'll be seeing this in my neighbourhood for at least another year or two.  So in the meantime, they will just keep pretending its the clients fault -- blame router / reboot modem / etc ??

Re: Internet Keeps Dropping

88dalejrfan
I Plan to Stick Around
@Datalink I meant in the case of @stuhome, who doesn't have OFDMA running anymore but is still having drops.

I'm still on our lovely OFDMA.

Re: Internet Keeps Dropping

Re: Internet Keeps Dropping

bestjsg1
I Plan to Stick Around

My internet just dropped, XB6 broadcom modem reset itself and internet came back without power cycling..

 

Tons of uncorrectables in the modem stats...if that tells any stores.

 

 

IndexUnerrored CodewordsCorrectable CodewordsUncorrectable 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
469038437
3838558349
3900145168
3900079001
3900085495
3865992763
3895092284
3899799650
3899953118
3900141869
3900164340
3900186964
3900187847
3900191669
3900195244
3900199488
3900201700
3900207700
3900209477
3900209870
3900218167
3900218154
3900221744
3900225283
3900228195
3900235586
3900234567
3900238923
3900257043
3900097590
3899973447
3900229939
469038437
3603517787
151
5144
1963
3153
70905
32726
30537
150005
22399
6434
6131
10625
12069
20964
26892
6020
27156
40869
11070
50959
51747
50330
59738
62197
68283
60044
60323
1628
27728
1870
2219
3603517787
1547296
787
11435
3014
2937
153494
119577
121552
70682
11766
16566
27362
52656
61530
108871
141685
30542
142535
214461
53401
267677
270480
263780
312071
323939
352689
318388
313111
5173
118610
5052
8793
1547296

 

Re: Internet Keeps Dropping

The reason my service keeps dropping throughout the day is that I am in a congestion zone. With everyone working and going to school from home, the system was never intended to support that level of traffic. It gets overloaded and drops, then reconnects.
It took me speaking to 16 people with 3 tech visits to hear that answer.
The reason Rogers isn’t on here explaining that is that in order to rectify this they need to dig and add additional cables in the congestion zones which takes months. It is of no benefit to them to explain this to us.
Today I found a different provider.

Re: Internet Keeps Dropping

stuhome
I Plan to Stick Around

I don't know what is different today but just experienced the following... I seriously think there is an issue with my signal strength now...

Don't get me wrong all, since OFDMA has been turned off on my line, it honestly is night and day in comparison to the continuous dropouts, but there is still some issue remaining on my line or neighbourhood and packet loss occuring.

 

What is the graph above the ping plot?  Jitter?  I'm not a network guy (I'm a webdev/designer) so am not sure what Jitter is.

2021-02-10 high ping.png

Re: Internet Keeps Dropping

What tool do you use to generate the ping graphs?

Re: Internet Keeps Dropping

88dalejrfan
I Plan to Stick Around

@marwin PingPlotter. The free version lets you monitor for 10 minutes at a time, but I invested in the paid standard version as it keeps records that can then be recalled (I use it for 24h monitoring / whenever I keep the computer on). 

I don't know how much value it adds because I've presented my graphs ad nauseum to Rogers to no effect, but I like keeping track of how many times it goes out per day and seeing when I set a new record. Might as well make a game of it if I'm miserable. 

Re: Internet Keeps Dropping

Thanks @88dalejrfan if that is the case then I stay with "while true do if not ping log outage" script that I have running 24/7 to see outages when I'm not around - output is text, but for me good enough.

Re: Internet Keeps Dropping

@Christinew1 i've probably wasted 30+ hours on the phone and had several tech visits and have never been told anything about the 'congestion zone'.  One senior tech went on to brag to me about how my hood was actually well over-provisioned and there were no issues at the neighbourhood switch/node.  

 

Can you share which area you are in which there is an apparent congestion zone?

Re: Internet Keeps Dropping

ViRichmondHill
I Plan to Stick Around

OK I tried following so far:

- changed modem to CODA-4582U

- replace routers

- switch modem from bridge mode to gateway mode

- placed modem and router 6 feet from each other

- restarted modem every morning

 

Nothing helped - these issues happen multiple times a day.

 

Just called tech support and was told that THERE IS ABSOLUTELY NOTHING THEY CAN DO and there is not even a point in starting another ticket as it will not show any issue anyway.

 

I was told that the single option I have is:

- subscribe to the new plan, because I am on Ignite Legacy plan and a new Ignite plan with a new modem will fix my issue. Price is 120$ for 1Gbit and 110$ for 500Mbit and 99$ for 150Mbit. But there is an installation/connection fee on top of that - regular I believe 60$, but now on sale for 30$.

 

 

 

 

 

 

Re: Internet Keeps Dropping

doctor80
I Plan to Stick Around

@ViRichmondHill This is what I'm not getting. For their issue that they cannot fix, they force the customer to pay more?

Re: Internet Keeps Dropping

That's a load of non-sense.... I believe someone earlier in the forum mentioned complaining to the CRTC if there only option is to spend more money to fix their issue. Some people also seem to be having luck getting them to disable the OFDMA channel to success.... I myself am probably going to attempt what others have done and sending in a complaint and telling them they either disable that channel or upgrade my modem as it has nothing to do with me and is entirely on them and their inability to solve the issue.

Re: Internet Keeps Dropping

ViRichmondHill
I Plan to Stick Around

I just called in cancelation department and instead of canceling my service I ended up with a 1Gbit new Ignite service with a price comparable to what I was paying (about 8$ more). By the end of next week, I'll post here if this new service and modem really fix my connectivity issues.

 

Re: Internet Keeps Dropping

doctor80
I Plan to Stick Around

Do you have the contact details of CRTC?

I suggest we all start with complaining. This isn't going anywhere!