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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*

1,031 REPLIES 1,031

Re: Internet Keeps Dropping

stuhome
I plan to stick around

@toolcubed

Thanks for looking in to it, this morning seems better, I've done a full reboot of the entire system, all switches, modem and router.  We shall see how it goes... Will report back later if my micro-disconnects are resolved.

 

Can anyone explain to me why my signal levels constantly fluctuate?  Yesterday my levels were all around -0.5 to +1dbmV, when this all kicked off with OFDMA, they were in the high +6 to +8, at one point they were +13 to +15 when the Line Amplifier broke, but today after the reboot they're now even lower and are sitting at -1 to -3.099dbmV.

 

@Datalink  Do you know hat would cause this to fluctuate so much?  I understand temperature can affect resistance on the line but not to this degree surely?  <cue the "Don't call me Shirley" quotes>

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000QAM256-1.000738.605
2597000000QAM256-1.000838.605
3603000000QAM256-1.299938.605
4579000000QAM256-0.900538.605
5585000000QAM256-0.799638.983
6279000000QAM256-0.799138.983
7609000000QAM256-1.0991038.983
8615000000QAM256-1.2001138.605
9621000000QAM256-1.2001238.983
10633000000QAM256-1.5991338.983
11639000000QAM256-1.5991438.605
12645000000QAM256-1.2991538.605
13651000000QAM256-1.4001638.605
14657000000QAM256-1.5001738.983
15663000000QAM256-1.7001838.605
16669000000QAM256-1.5991938.983
17675000000QAM256-1.7992038.983
18681000000QAM256-1.7992138.605
19687000000QAM256-1.7002238.983
20693000000QAM256-1.5002338.983
21699000000QAM256-1.2992438.605
22705000000QAM256-1.2992538.605
23711000000QAM256-0.9002638.605
24717000000QAM256-1.0002738.605
25723000000QAM256-0.7002838.983
26825000000QAM256-2.7002937.636
27831000000QAM256-2.2993037.636
28837000000QAM256-2.5003137.636
29843000000QAM256-2.7003237.636
30849000000QAM256-2.599237.636
31855000000QAM256-3.000337.636
32861000000QAM256-3.099437.355
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES0.299999
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
13870000064QAM44.52086400000
22110000064QAM43.51053200000
33230000064QAM44.52076400000
42590000064QAM44.52066400000
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
0OPERATE0.189911.52209.600050.281542.50002K
1DISABLED0.00000.00000.00000.00000.00002K

Re: Internet Keeps Dropping

alfajina
I plan to stick around

Just got the first disconnection since OFDMA was enabled again, at 2:25 am.

Same as before, I can hear people talk to me, they cannot hear me.

I guess I will call rogers tomorrow.

Re: Internet Keeps Dropping

Geezup
I plan to stick around

the reason for the internet dropping is who ever installed your modem probably put a staple through the coax cable.

Re: Internet Keeps Dropping

I've been having the same micro disconnect issues for the last week or so. I have Team calls loose audio randomly and frequent disconnection. Contacted Rogers and they indicated there were no problems on their end and had me remove the modem from bridge mode to deploy monitoring. My DOCSIS stats are below. Will appreciate if anyone can guide me on how to resolve.

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000QAM2562.599738.983
2597000000QAM2562.599837.636
3603000000QAM2562.900935.779
4579000000QAM2562.700535.083
5585000000QAM2562.700636.609
6279000000QAM256-2.099136.386
7609000000QAM2562.7991035.779
8615000000QAM2563.4001137.636
9621000000QAM2563.4001238.605
10633000000QAM2563.5991335.595
11639000000QAM2563.5001435.779
12645000000QAM2563.2001537.355
13651000000QAM2563.2991637.636
14657000000QAM2563.5001735.779
15663000000QAM2563.2001835.595
16669000000QAM2563.2001936.386
17675000000QAM2564.1992037.355
18681000000QAM2564.4002136.386
19687000000QAM2564.3002235.595
20693000000QAM2564.1992335.779
21699000000QAM2563.9002437.355
22705000000QAM2564.0002537.355
23711000000QAM2563.7992635.779
24717000000QAM2563.5992734.925
25723000000QAM2563.2992835.595
26825000000QAM2564.0992935.595
27831000000QAM2564.0993036.386
28837000000QAM2564.0003137.636
29843000000QAM2564.5993237.355
30849000000QAM2564.800235.779
31855000000QAM2564.400335.595
32861000000QAM2563.599436.386
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES-1.099998
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
12590000064QAM41.27026400000
23870000064QAM40.02046400000
33230000064QAM40.02036400000
42110000064QAM43.51013200000
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

carolynfs
I plan to stick around

I had the identical problem including varying advice from 8 different technicians.  The only thing that eliminated the problem for me was connecting my laptop via ethernet cable to the modem.  I hope that this will be feasible for you.

Re: Internet Keeps Dropping

toolcubed
I'm a senior contributor

Hi everyone,

 

Not to spark an old topic but I do want to share an update.  Several months ago, I reported intermittent microdisconnections (packet loss) with IPv6 only.  During my weeks-long testing, I was able to pinpoint the packet loss at the local CMTS.  Again, only with IPv6...everything is fine (no packet loss) with IPv4.  I had reported this to Rogers back then.  After several follow-ups on my end and several escalations within Rogers' teams, Rogers concluded that they can't find nor replicate the issue...surprise surprise!  Anyway, I'm not going to keep pushing Rogers as it's clear they're not going to fix the problem and I don't have the patience, nor the energy to keep chasing them.  I have my CODA-4582 modem bridged behind my own Asus router with IPv6 disabled, and everything works well.  Having said that, I do eventually need to migrate from legacy digital to Ignite (TV and internet) in order to keep my promotional pricing.

 

Today I called Rogers and spoke to a technical support agent who confirmed to me that:

 

1. Ignite TV will work just fine without IPv6.

2. Bridging the Ignite gateway and continuing to use my own networking equipment IS supported by Rogers.

 

I'm not sure whether or not he was telling me the truth (especially for #2) but interesting nevertheless.

 

I've also spoken to a few people who are using Ignite TV with the gateway bridged behind their own router (with IPv6 disabled), and they haven't had any issues with their Ignite TV service (channel changing speed, etc).

 

I was just curious if anyone else on these forums (apart from those who've already confirmed to me via PM) using Ignite TV with gateway bridged behind their own router (and with IPv6 disabled) is experiencing any issues, or if everything is working fine?  Just looking for more reassurance before making the jump to Ignite! 🙂

 

Thanks.

 

Re: Internet Keeps Dropping

toolcubed
I'm a senior contributor

Spoke to two more Rogers agents, one of whom was from Ignite Concierge.  He too told me that using Ignite TV with gateway bridged and my own equipment was supported.  He also said that the system doesn't care whether IPv6 is enabled or disabled.

 

I wonder if Rogers' official stance on Ignite TV has changed recently? 🤔

Re: Internet Keeps Dropping

-G-
Resident Expert
Resident Expert

@toolcubed wrote:

Spoke to two more Rogers agents, one of whom was from Ignite Concierge.  He too told me that using Ignite TV with gateway bridged and my own equipment was supported.  He also said that the system doesn't care whether IPv6 is enabled or disabled.

 

I wonder if Rogers' official stance on Ignite TV has changed recently? 🤔


Interesting, and I wonder how they define "supported".  Rogers has been pretty flexible when it comes to providing me with support in a bridged configuration but it may depend on the circumstance.

 

I once reported a problem where some of the apps on the STB did not work properly but the TV service worked fine.  I was asked to put my XB6 into gateway mode and connect by STBs directly to the Ignite gateway.

 

They asked that I do the same thing another time because my firewall rules would not allow all of their tests to complete.

 

While Ignite TV should work over your own equipment, what happens when you start running into problems?  For example, what if your set-top box keeps disconnecting from your router's Wi-Fi, or what if you start getting audio dropouts?  You call into Rogers but they can't run any of their tests.  I suspect that you will be asked to revert back to their standard setup... and what if everything works fine in their standard configuration?  I seriously doubt that Rogers will be able to provide any further assistance in getting things working with your own network gear.

 

I don't mean to be negative or pessimistic but keep in mind that those people, who you have been speaking with, are in their jobs to get new customers to sign up for Ignite TV.

 

I suspect that Rogers will try to support you as best as they can but that the support that they can offer will be limited.

 

Tagging @CommunityHelps  for their input, especially since you may require their assistance some day.

Re: Internet Keeps Dropping

Thanks for the tag @-G-!

 

It is my understanding that a major reason for why we don't want customers disabling IPv6 is that some day, IPv4 addresses will be exhausted and there will be no unallocated IPv4 addresses available.

 

We don't want our customers to be inconvenienced by a situation where they have to call us for support to fix an issue that wouldn't otherwise be an issue if our default settings were in place.

 

The time between such an issue beginning and calling in or reaching out to us on social media can leave our customers without Internet at a critical juncture. We can avoid such potential headaches by using our default settings. 🙂

 

Hope that clears it up!

 

Regards,

RogersCorey

Re: Internet Keeps Dropping

@RogersCorey  Thanks for the clarification regarding IPv6.  I think that @toolcubed  was also asking about the support status with respect to running Ignite TV on customer-supported hardware and the level of support that can be expected from Rogers should any problems arise.

 

It's my understanding that one of the reasons why Rogers does not allow the use of (non-gateway) cable modems is to simplify support and troubleshooting.  With a gateway, Rogers will not be in the position of supporting unfamiliar, untested hardware.  With Ignite TV, the Ignite set-top boxes were also specifically designed to work with the Ignite gateway.  I think it's fair to expect that Rogers will only provide full support for problems that replicate in a standard configuration.

Re: Internet Keeps Dropping

You are also correct, @-G-.

 

Between the two of our explanations, that is the long and short of it! 🙂

 

Regards,

RogersCorey

Re: Internet Keeps Dropping

toolcubed
I'm a senior contributor

Thanks guys.

 

@RogersCorey , there seems to be inconsistent messaging amongst Rogers employees 🙂

 

I understand the concern about running in IPv4 only mode, but realistically, we're not going to run out of IPv4 addresses anytime soon.  Many ISPs still haven't implemented IPv6.  Also, it doesn't help that there are many customers with IPv6 problems due to misconfigurations on the Rogers network...I'm one of them! 🙂  I can easily replicate IPv6 packet loss at my local CMTS but I've been given nothing but the runaround with Rogers tech support.  They refuse to do anything about it and it's been months.

 

On the "running the gateway in bridge mode" topic, I understand what you're saying from a supportability standpoint.  But that doesn't mean there should ever be any problems considering the Ignite TV boxes are purely IP-based.

 

I guess I will just need to take my chances with Ignite TV.  I can't remain on the legacy digital platform without giving up most of my credits.  The price difference between what I was offered with Ignite vs what I'd pay to remain on legacy digital is about $100 per month in savings.  So I'll switch to Ignite and run my configuration with the gateway bridged and my own router with IPv6 disabled since that's the only reliable configuration for me.

 

If I run into problems with that configuration, I'll just cross that bridge when I get there.  Of course, the best solution would be for Rogers to fix the IPv6 issue.  Then I could run the Ignite gateway in gateway mode...either as my standalone router, or with its WiFi disabled and my router in access point (bridged) mode.

Re: Internet Keeps Dropping

AlexPacker
I've been here awhile
Is anyone aware of any changes that were made within the last week that would cause this?
My ignite has been fine for months but within the past week it has gotten progressively worse (seems to micro disconnect more often after 9pm)

Re: Internet Keeps Dropping

carolynfs
I plan to stick around

This happened to me last November, and 8 different technicians gave me 8 different diagnoses, but the problem did not go away.  Eventually I connected my laptop directly to the modem via ethernet cable, and my internet stopped dropping - although it was slow to start after my laptop went to sleep or when I restarted it.  Then one day, something changed and that problem went away too.  I suspect that something got fixed, but I've kept using the ethernet cable.

Re: Internet Keeps Dropping

Flufflet
I've been here awhile

I'm experiencing the same thing.  For about the last week, the connection on my second floor has been very inconsistent.  For 2-3 days, it was impossible to get a steady connection.

We're also having problems connecting our gaming console to the internet which is 3 feet away from the gateway.  
The gateway has been reset numerous times, sometime it helps, other times there's no difference.

I've also been trying to talk to an agent through Anna for a couple of weeks (online profile is messed up) but can't get through. 

Re: Internet Keeps Dropping

jeffreyadams
I've been here awhile
I'm having the exact same problem!!

Re: Internet Keeps Dropping

jeffreyadams
I've been here awhile
This is exactly what's happening with us. Do the lights on the modem change or are they solid white when it's down? For us, the lights don't change.

Re: Internet Keeps Dropping

Flufflet
I've been here awhile
I have to keep manually unplugging the hub for about 30 seconds.

Re: Internet Keeps Dropping

carolynfs
I plan to stick around

Can you connect your computer directly to the modem via ethernet cable?  That appears to have solved my issue.

Re: Internet Keeps Dropping

This video helped me resolve the issue.

 

https://youtu.be/q4Ym8n1hjxo

 

Basically check downstream and upstream signal power values after logging into your Rogers router. If the values are near or outside the optimal ranges then look for any splitter used in your cabling and remove them or ask Rogers to install an cable signal amplifier for you.

Re: Internet Keeps Dropping

Smols
I plan to stick around

Whats the issue? 

 T3 time-out; issues all from the modem logs