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]

@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 ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	QAM256	-1.000	7	38.605
2	597000000	QAM256	-1.000	8	38.605
3	603000000	QAM256	-1.299	9	38.605
4	579000000	QAM256	-0.900	5	38.605
5	585000000	QAM256	-0.799	6	38.983
6	279000000	QAM256	-0.799	1	38.983
7	609000000	QAM256	-1.099	10	38.983
8	615000000	QAM256	-1.200	11	38.605
9	621000000	QAM256	-1.200	12	38.983
10	633000000	QAM256	-1.599	13	38.983
11	639000000	QAM256	-1.599	14	38.605
12	645000000	QAM256	-1.299	15	38.605
13	651000000	QAM256	-1.400	16	38.605
14	657000000	QAM256	-1.500	17	38.983
15	663000000	QAM256	-1.700	18	38.605
16	669000000	QAM256	-1.599	19	38.983
17	675000000	QAM256	-1.799	20	38.983
18	681000000	QAM256	-1.799	21	38.605
19	687000000	QAM256	-1.700	22	38.983
20	693000000	QAM256	-1.500	23	38.983
21	699000000	QAM256	-1.299	24	38.605
22	705000000	QAM256	-1.299	25	38.605
23	711000000	QAM256	-0.900	26	38.605
24	717000000	QAM256	-1.000	27	38.605
25	723000000	QAM256	-0.700	28	38.983
26	825000000	QAM256	-2.700	29	37.636
27	831000000	QAM256	-2.299	30	37.636
28	837000000	QAM256	-2.500	31	37.636
29	843000000	QAM256	-2.700	32	37.636
30	849000000	QAM256	-2.599	2	37.636
31	855000000	QAM256	-3.000	3	37.636
32	861000000	QAM256	-3.099	4	37.355

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	0.299999

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	38700000	64QAM	44.520	8	6400000
2	21100000	64QAM	43.510	5	3200000
3	32300000	64QAM	44.520	7	6400000
4	25900000	64QAM	44.520	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	OPERATE	0.1899	11.5220	9.6000	50.2815	42.5000	2K
1	DISABLED	0.0000	0.0000	0.0000	0.0000	0.0000	2K

[alfajina]

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.

[Geezup]

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

[dazzler1234]

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 ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	QAM256	2.599	7	38.983
2	597000000	QAM256	2.599	8	37.636
3	603000000	QAM256	2.900	9	35.779
4	579000000	QAM256	2.700	5	35.083
5	585000000	QAM256	2.700	6	36.609
6	279000000	QAM256	-2.099	1	36.386
7	609000000	QAM256	2.799	10	35.779
8	615000000	QAM256	3.400	11	37.636
9	621000000	QAM256	3.400	12	38.605
10	633000000	QAM256	3.599	13	35.595
11	639000000	QAM256	3.500	14	35.779
12	645000000	QAM256	3.200	15	37.355
13	651000000	QAM256	3.299	16	37.636
14	657000000	QAM256	3.500	17	35.779
15	663000000	QAM256	3.200	18	35.595
16	669000000	QAM256	3.200	19	36.386
17	675000000	QAM256	4.199	20	37.355
18	681000000	QAM256	4.400	21	36.386
19	687000000	QAM256	4.300	22	35.595
20	693000000	QAM256	4.199	23	35.779
21	699000000	QAM256	3.900	24	37.355
22	705000000	QAM256	4.000	25	37.355
23	711000000	QAM256	3.799	26	35.779
24	717000000	QAM256	3.599	27	34.925
25	723000000	QAM256	3.299	28	35.595
26	825000000	QAM256	4.099	29	35.595
27	831000000	QAM256	4.099	30	36.386
28	837000000	QAM256	4.000	31	37.636
29	843000000	QAM256	4.599	32	37.355
30	849000000	QAM256	4.800	2	35.779
31	855000000	QAM256	4.400	3	35.595
32	861000000	QAM256	3.599	4	36.386

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	-1.099998

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	25900000	64QAM	41.270	2	6400000
2	38700000	64QAM	40.020	4	6400000
3	32300000	64QAM	40.020	3	6400000
4	21100000	64QAM	43.510	1	3200000
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

[carolynfs]

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.

[toolcubed]

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.

[toolcubed]

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? 🤔

[-G-]

---

@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.

[RogersCorey]

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

[-G-]

@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.

[RogersCorey]

You are also correct, @-G-.

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

Regards,

RogersCorey

[toolcubed]

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.

[AlexPacker]

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)

[carolynfs]

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.

[Flufflet]

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. 

[jeffreyadams]

I'm having the exact same problem!!

[jeffreyadams]

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.

[Flufflet]

I have to keep manually unplugging the hub for about 30 seconds.

[carolynfs]

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

[sh_tavassoli]

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.

[Smols]

Whats the issue? 

 T3 time-out; issues all from the modem logs