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*

[stuhome]

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.

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 ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	QAM256	10.800	7	38.983
2	597000000	QAM256	10.699	8	40.366
3	603000000	QAM256	10.500	9	40.946
4	579000000	QAM256	9.900	5	38.605
5	585000000	QAM256	10.400	6	38.983
6	279000000	QAM256	5.400	1	38.605
7	609000000	QAM256	10.599	10	40.946
8	615000000	QAM256	10.599	11	40.946
9	621000000	QAM256	10.599	12	40.366
10	633000000	QAM256	10.199	13	40.946
11	639000000	QAM256	10.500	14	40.366
12	645000000	QAM256	10.900	15	40.366
13	651000000	QAM256	10.699	16	40.366
14	657000000	QAM256	10.699	17	40.366
15	663000000	QAM256	10.599	18	40.366
16	669000000	QAM256	11.099	19	40.366
17	675000000	QAM256	11.300	20	40.366
18	681000000	QAM256	11.900	21	40.366
19	687000000	QAM256	12.099	22	40.946
20	693000000	QAM256	11.800	23	40.366
21	699000000	QAM256	11.500	24	38.983
22	705000000	QAM256	11.500	25	38.983
23	711000000	QAM256	11.900	26	40.366
24	717000000	QAM256	11.400	27	38.983
25	723000000	QAM256	11.599	28	40.366
26	825000000	QAM256	11.500	29	38.983
27	831000000	QAM256	11.900	30	38.983
28	837000000	QAM256	11.800	31	38.605
29	843000000	QAM256	11.500	32	38.983
30	849000000	QAM256	11.800	2	40.366
31	855000000	QAM256	11.400	3	38.983
32	861000000	QAM256	11.300	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	7.099998

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	41.520	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

[Tonio2k1]

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?

[88dalejrfan]

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?

[Datalink]

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.  

[Datalink]

@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. 

[doctor80]

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"?

[finalStrawWithR]

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 ??

[88dalejrfan]

@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.

[lethalsniper]

you need to message @RogersRob @RogersTom @RogersCorey @RogersTony @CommunityHelps 

[bestjsg1]

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

[Christinew1]

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.

[stuhome]

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.

[marwin]

What tool do you use to generate the ping graphs?

[88dalejrfan]

@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. 

[marwin]

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.

[finalStrawWithR]

@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?

[ViRichmondHill]

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$, but now on sale for 30$.

[doctor80]

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

[jmarshall13]

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.

[ViRichmondHill]

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.

[doctor80]

Do you have the contact details of CRTC?

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