Hello, @chandlore.
Thank you for posting your intermittent Internet concern, and welcome to Rogers Community Forums.
I appreciate your detailed post; both the downstream and upstream signal levels seem fine. We can further look into it for you to figure out the root cause of intermittency. Please send us a private message at @CommunityHelps. You can find details about our private messaging in this blog.
Cheers,
RogersMoin
@nagasur wrote:
Having the same issue here since the last 2 weeks in Downtown Toronto area. Everytime I contact the tech support they just keep telling me to upgrade to Rogers Ignite instead of taking ownership and resolving the issue.
If the Rogers support teams are going to say stuff like that then they need to provide a valid technical explanation as to what, precisely, is causing the service disruption/instability and why switching to Ignite is the only way to fix it... and also explain why other Ignite Internet customers are also reporting similar issues.
You should probably also explore other options for Internet connectivity, services that do not use the Rogers network. If Rogers can't provide you with a stable Internet service then you will need to find another provider that can.
@User8180 Keep in mind that the ping packet loss stats on Windows can be a bit bogus because ping will report a lost packet whenever it does not receive a response within 4 seconds. The problem may be that you actually experiencing VERY bad latency. It's important to identify what the actual underlying problem(s) is/are. If you add a "-w 20000" switch to your ping command, ping will wait up to 20 seconds for the response to arrive.
@Pguy When you say that you are experiencing disconnects, is your Internet link actually going down? i.e. Is your modem actually resetting or are the status lights indicating that the modem is trying to reconnect to the Rogers network?
As for your slowness, I don't think that Rogers targets VPNs specifically. (The 2015 articles that you were referring to were media executives venting their frustration over their customers using VPNs to bypass geoblocks so that they can access content on foreign streaming services.) VPNs are a fact of life these says. People use them when they work from home and to protect their privacy. If you are experiencing problems with your VPN connection, Rogers even has a support page for this: https://www.rogers.com/customer/support/article/vpn
However, Rogers absolutely does implement traffic management policies and will limit your upload speed if you generate huge volumes of upload traffic.
https://www.rogers.com/cms/pdf/Rogers-Network-Management-Policy-en.pdf
@Pguy when the internet service fails, thats the best time to call tech support, assuming of course that the service remains in a failed condition while you're on the phone waiting for tech support. Its far easier troubleshoot a problem while its in progress, instead of trying to troubleshoot a problem that has come and gone.
Since your in an apartment, there are two connection possibilities here. If the apartment building is large enough, it might have its own Multiple Dwelling Unit(s) (MDUs) running. That is one or more local taps which connect to the individual apartments. These are located in the service room somewhere in the basement of the building. If you're in a smaller apartment building, the apartments might be connected to an external local neighbourhood node, which is located nearby.
The MDUs are normally pretty reliable, but, when they start to fail, they're a pain to troubleshoot. I don't know if a low level field tech is allowed to do anything with an MDU other than connect or disconnect service to the apartments. Since you're having problems at this point, I'd ask tech support if you're connected to an MDU or to an external neighbourhood node. If the answer is an MDU, then you should ask tech support to send a field tech to switch you to an unused port on another local tap, assuming that there is one available. If not, then a tech needs to be assigned to switch out any components of the MDU that might be failing.
Since the cable system in a building is normally stable, not exposed to any outside weathering elements, that cable system will last a very long time, but, eventually it does need replacing. That's up to the building owner to carry out, in conjunction with the ISP that they have selected to do the upgrade. If you're connected to an MDU, its possible that there might be a cable issue, but, I'd bet that there's an issue with a tap which is a component of the MDU.
If you're connected to a local neighbourhood node, then I'd suspect that there's an external cable and/or connector issue on the go. A field tech can start to track that down, but, it might take a Senior tech (real Rogers tech, not a contractor tech) or possibly a maintenance crew to track down the failing external component.
As for the VPN, as I indicated to you previously, this might be a matter of the modem misidentifying the protocol type and dumping the traffic into the modem's QOS slow traffic bin. VPNs have always been hit and miss with the Hitron modems. That's actually a Intel Puma chipset problem, not necessarily a Hitron modem issue.
It would help if you knew the protocol of the VPN, and whether or not the underlying transmit protocol can be switched from TCP/IP to UDP or vice versa.
What was your previous internet provider and what modem were you using?
@Pguy Are you sure that this is not a problem with your VPN provider or the CPU on your router maxing out, if it is acting as the VPN client?
"As for the VPN, as I indicated to you previously, this might be a matter of the modem misidentifying the protocol type and dumping the traffic into the modem's QOS slow traffic bin. VPNs have always been hit and miss with the Hitron modems. That's actually a Intel Puma chipset problem, not necessarily a Hitron modem issue. "
If it's the Puma chipset - then I want to use a modem with a different chipset. I doubt Rogers can provide that, right?!? So, let me use my own modem.
If not, I have to seriously consider moving to another ISP.
Didn't you say that you have Bridge Mode enabled? If so, the modem should simply be passing traffic. It should not be classifying or prioritizing any types of traffic.
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