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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*

1,024 REPLIES 1,024

Re: Internet keeps disconnecting

Pguy
I Plan to Stick Around

It's 'working' properly again, suddenly - for now.

 

I guess I don't understand what's going on but it's happening quite often now - (you can tell from my more frequent posts).   😞

 

It seems like either a few times a day or every few days.   Sometimes both. 

Re: Internet keeps disconnecting

Pguy
I Plan to Stick Around

Problem is occurring again (right now).

 

Did speed tests with vpn off and on.

 

Off:

ping: 11ms
Download: 30 Mbps
Upload: 5 Mbps

*typical/normal speeds - well within speed profile

 

On:

Ping: 1783 ms
Download: 3.33 Mbps
Upload: 0.16 Mbps

Time: 11:54 am

 

Re: Internet Keeps Dropping

Muffintops
I've Been Here Awhile
I’ve been having the same issue with the same responses from customer care. Tech finally came out and said everything is fine. Have had three modems over three weeks and used three different Eero routers. Finally had to cancel and switch to Bell

Re: Internet Keeps Dropping

Pguy
I Plan to Stick Around

Just direct connections dropping /disconnections?

 

Or problems when using a vpn?

Re: Internet Keeps Dropping

My VPN works fine, it’s not throttled, just most VPNs are cheap and slow; get a dedicated IP for your VPN and it’ll be full speed.

I tested this and I’m 99% certain they don’t throttle VPNs; only VPNs are slow as . until you use high tier services.

Rogers was down from 3am to 820am today in Kitchener Waterloo and there was work being done in the area but it keeps effecting my ability to work internationally; I can no longer rely on Rogers due to random down times and Rogers not informing me when this happens.

Re: Internet Keeps Dropping

SquishyTomato
I Plan to Stick Around

constant DCs, guy comes to check my line and says the outside cable needs to be replaced, cool easy, said they'll be by tomorrow

 

guy comes the next day, doesn't change the cable, instead adds random stuff to my coax cable swap the modem, claims my signals are too strong and proceed to call it a day ( A tech did this before COVID, same exact thing)

 

still getting disconnected occasionally and now my speeds are EXTREMELY throttled (1 gigabit plan, getting 17 (SEVENTEEN) MBPS, unacceptable.


Did the techs even do the job properly or did they just gimp my speed because they just refused to change the cable outside?

I'm so frustrated.. Internet shouldn't be this annoying to simply use.

Re: Internet Keeps Dropping

Ignite wifi (post merged)

 

The wifi in the basement is really unstable even I used the pod provided by Rogers. I called Rogers today for two hours, I was transferred to four different departments, each time they said it is a wrong department even I double confirm whether it is the last transfer. I clearly told them my address, my wifi service name and my problem. After four times, one person finally picked up my phone and told me a wrong department again and need transfer again. Then after two minutes, my call is hung up without a reason.

I saw another post , the customer experienced a same rude service like me and the problem is left unsolved.

Rogers play tricks to kick the customers to different departments and then hung up the phone finally.

I just simply want to tell the technician for my wifi issue, but it seems that that is very hard to talk them. It seems mission impossible for a customer to talk a technician.

Please let me know how can talk to a correct technician in a correct department?

Thank you for your attention and hope to get your help in here

Re: Internet Keeps Dropping

Hi @SquishyTomato and Xiaohuiliao!

 

Thank you for joining us here in the Rogers Community!

 

First, I want to thank both of you for your patience! Having multiple technicians out and being transferred multiple times on the phone without a resolution can be frustrating. 

 

To help and assist you both with these issues further can you please provide us with a bit more information. 


How often are you noticing the connection drop? 
Is it on all your devices? 
Do you have any devices wired to the modem by Ethernet that you notice the connection drop or is it all wireless devices you are using?  

 

Also, can you run a speed test using a device connected via Ethernet with all other devices disconnected from the modem and let us know the results? 

 

Cheers
RogersJermaine

Re: Internet keeps disconnecting

RSibthorpe
I've Been Around

I am having the same issue at my house. The technician came yesterday and replaced all the cables outside and going into the house. He also removed any splitters and plugged the modem into the cable directly. It drops every few minutes. 

Re: Internet keeps disconnecting

Hello, @RSibthorpe

 

Welcome to the Rogers Community Forums!

 

I can understand how frustrating it is to have an inconsistent internet connection.

 

  • Can you confirm if the light pattern on the modem changes when the connection is dropping?
  • Does the connection restore itself or does it require a reboot to come back online?
  • Has the modem been replaced since this issue started?

 

We look forward to your response.

 

RogersTony

Re: Internet keeps disconnecting

Pguy
I Plan to Stick Around

Hello, it depends if we are talking a wide-area disconnection where everything - all connections are stopped.

 

I believe the lights change.  I will have to note if any change when I have vpn problems - but, I don't think so.  I think the speed just changes.

 

If my connection ceases, I usually reboot the modem - and router - I unplug the modem and wait for 10 minutes and with the router, I will first do a soft reboot - reboot online or hard reboot - unplug the power and wait 10 minutes.   Then, power on again. 

Re: Internet keeps disconnecting

chessandstuff
I've Been Here Awhile

it's heat related... these cheap gadgets don't have any cooling despite getting very hot 

Re: Internet keeps disconnecting

Pguy
I Plan to Stick Around

The internet went down briefly so I connected the modem directly to the computer (router is out of the equation).

 

The connection resumed but I left it like this.  I wanted to look at the modem settings but I cannot connect to it - 192.168.0.1, right?

 

It returns the 'Problem loading page' page.

 

How do I replace the modem?  I think it's time to try another modem as this is the only thing I haven't tried yet. 

Can I just return it to a Rogers depot store and say it's not working anymore?

Re: Internet keeps disconnecting

Pguy
I Plan to Stick Around

The Hitron Puma6 modems have a horrible reputation so which modem is forced on everyone as the only choice? - these ones!!!!!

 

Some TPIA ISP providers allow a few other choices and thus, you have the chance of an alternative.   But, not Rogers.

 

I think there should be more choices.   The Puma chipset is so bad and these hitron modems are so commonly problematic, that they shouldn't be forcing people to use these. 

Re: Internet keeps disconnecting

Hiitchy
I Plan to Stick Around

Hello Rogers Community,

 

I'm on an Ignite XB6 modem but have been noticing quite a bit of uncorrectable codewords across a few channels, not so much the DOCSIS 3.1 channel, but the 3.0's... Was wondering if someone here could chime in and tell me if it looks okay to them. I do sometimes have hiccups where a page may take much longer to load than is usual, and have checked configuration on my end with my switches and AP's. It seems things are pointing towards my cable modem.

 

I should also mention that Discord occasionally struggles to send messages and I may have to keep clicking retry. I've checked the Discord API around the times I've had those issues and even 30 minutes after for there to be a report on whether it was on Discord's end or not, and it usually just reports as being operational.

 

For reference:

HW version is 2.2
Boot Version: S1TC-3.49.18.14

Core Version: 1.0

Model: CGM4140COM

Download Version: Prod_20.2_d31 & Prod_20.2

 

IndexLock StatusFrequencySNRPower LevelModulation

Downstream
Channel Bonding Value
23
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
24
25
26
27
28
29
30
31
32
33
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
693 MHz
279 MHz
849 MHz
855 MHz
861 MHz
579 MHz
585 MHz
591 MHz
597 MHz
603 MHz
609 MHz
615 MHz
621 MHz
633 MHz
639 MHz
645 MHz
651 MHz
657 MHz
663 MHz
669 MHz
675 MHz
681 MHz
687 MHz
699 MHz
705 MHz
711 MHz
717 MHz
723 MHz
825 MHz
831 MHz
837 MHz
843 MHz
350000000
41.5 dB
41.2 dB
41.0 dB
40.7 dB
40.4 dB
41.8 dB
41.9 dB
41.8 dB
41.9 dB
42.0 dB
41.9 dB
41.5 dB
41.8 dB
41.8 dB
42.1 dB
42.0 dB
41.9 dB
41.9 dB
41.8 dB
41.7 dB
40.8 dB
41.7 dB
41.6 dB
41.4 dB
41.3 dB
41.5 dB
41.3 dB
41.1 dB
41.2 dB
41.2 dB
41.2 dB
41.1 dB
40.8 dB
7.5 dBmV
0.7 dBmV
8.8 dBmV
8.3 dBmV
7.1 dBmV
5.6 dBmV
5.6 dBmV
5.8 dBmV
5.9 dBmV
6.2 dBmV
6.1 dBmV
6.0 dBmV
6.3 dBmV
6.5 dBmV
7.0 dBmV
6.8 dBmV
6.7 dBmV
7.2 dBmV
7.4 dBmV
7.2 dBmV
7.1 dBmV
7.2 dBmV
7.4 dBmV
7.3 dBmV
7.2 dBmV
7.5 dBmV
7.9 dBmV
7.9 dBmV
9.3 dBmV
9.5 dBmV
9.6 dBmV
9.3 dBmV
2.7 dBmV
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM

 

IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type

Upstream
Channel Bonding Value
1
2
3
4
Locked
Locked
Locked
Locked
21 MHz
25 MHz
32 MHz
38 MHz
2560
5120
5120
5120
36.8 dBmV
37.8 dBmV
38.8 dBmV
40.0 dBmV
QAM
QAM
QAM
QAM
TDMA_AND_ATDMA
ATDMA
ATDMA
ATDMA

 

I couldn't copy and paste this without it looking wonky so please bare with me. First row is index, second row is correctable codewords, third row is uncorrectable codewords.... Sorry!!

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
3390494819
3547443659
3547465959
3547465661
3547477284
3547501876
3547508129
3547518602
3547529326
3547529704
3547537138
3547536167
3547542661
3547552386
3547564059
3547570756
3547582777
3547588572
3547598525
3547604079
3547616303
3547621701
3547619705
3547605557
3547605756
3547633401
3547644465
3547650584
3547565206
3547609159
3547674474
3547667312
3390494819
327
548
231
238
240
311
276
239
242
233
238
238
234
226
253
238
244
222
232
242
249
245
230
9006
13766
554
301
351
60021
35281
245
277
327

 

I would appreciate any advice y'all can give me.

- Hiitchy

Re: Internet keeps disconnecting

-G-
Resident Expert
Resident Expert

@Hiitchy  If you are seeing weird/wrong-looking stats, this is not a new issue.  See the following thread: https://communityforums.rogers.com/t5/Internet/Technicolor-XB6-XB7-Blank-stats/m-p/485382

 

I'm not sure what to make of you only having two downstream channels showing.  I have seen this before and asked Rogers (several times) why this may be happening but was never given an answer.  (So either they had no clue or did know but couldn't say.)  Didn't seem to affect my performance.

 

As for how to copy the full table of error stats, start copying from the bottom/right END of the table up until the last row of the previous table, then past that into the forum.

 

Normally, uncorrectable codewords errors should be zero across the board.  However, if you see non-zero values, I wouldn't be concerned if they remain constant.  (It could have been due to a noise spike or some other transient issue.)  However, if they are constantly increasing, then that's not good.

Re: Internet keeps disconnecting

-G-
Resident Expert
Resident Expert

FYI, noticed a "reset" on my Technicolor XB6 from a slightly different perspective: I was running in bridge mode and my router logged that its WAN port went down for just over a minute.  The gateway did not reboot itself; it just seemed to reset its internals.  Of course, NOTHING got logged.

 

For the past month, I had been running in "gateway" mode to test the XB6's stability.  Internal Wi-Fi was disabled, I was not using an external router, but I was using external Wi-Fi Access Points, and everything SEEMED stable.

 

It just dawned on my that by XB6 could have been resetting itself randomly and I never would have realized it.  I was running in a configuration where the only thing that I had connected to the XB6 gateway was a LAN switch;  everything -- Ethernet-connected computers and Wi-Fi Access Points -- was connected through that.  If I had an Ethernet-connected computer and devices connected via Wi-Fi directly to the XB6, such a reset would have caused everything to lose connectivity because the network interface on every device would have dropped.  Instead, my Wi-Fi devices were connected to an external AP, which remained up.  Ethernet-connected computers (and the Wi-Fi APs) were connected to external LAN switches, which remained up.  The only thing that would have seen a loss of connectivity was the uplink on the LAN switch that was directly-connected to the XB6.  Internet traffic would not have flowed for the duration of the outage/reset... but unless I was actively using a device at the time, I never would have noticed that either.

 

This is a time when I REALLY wish that Rogers would let us use dedicated cable modems.  No need to put anything into bridge mode.  No Comcast gateways with their dumbed-down configuration options and horribly wonky software.  Just give me a stable Internet connection and let me use a reliable modem; I will take care of the rest.

Re: Internet keeps disconnecting

JKnott
I'm a Reliable Contributor

What area are you in?  There were some problems in my area of Mississauga yesterday.  Seems to be OK today though.

 

Re: Internet keeps disconnecting

-G-
Resident Expert
Resident Expert

@JKnott wrote:

What area are you in?  There were some problems in my area of Mississauga yesterday.  Seems to be OK today though.


I'm in the NE corner of the GTA.  From a DOCSIS perspective, the Rogers network is clean and stable in my area.

 

I have been working behind the scenes with the @CommunityHelps  team to try to pin down some weird issues that I have noticed with Technicolor XB6 and XB7 gateways.

Re: Internet keeps disconnecting

chessandstuff
I've Been Here Awhile

"For the past month, I had been running in "gateway" mode to test the XB6's stability. Internal Wi-Fi was disabled, I was not using an external router, but I was using external Wi-Fi Access Points, and everything SEEMED stable."

 

I'm also runninng XB6 in the Bridge Mode, but when I go to the Gateway > Hardware > Wireless  screen, it says that both Wi-Fi modes are "Active" and it even shows the uptimes.   I remember disabling them before I switched to the Bridge mode. Hmm...  What does your gateway says?

Re: Internet keeps disconnecting

Chicklet1
I've Been Here Awhile
Do you have a google nest thermostat?

By any chance did you recently get a nest or google product. We loved ignite but a couple months ago we had the same problem. There was an area issue according to my neighbourhood fb page and it was fixed. However our problems continued. Have had had techs out a few times. Have a call in for another appointment. Was thinking over Christmas that it happened around the time of getting a nest thermostat. Wondering if that is causing signal on smart tv to constantly drop and needs to reboot.

Anyone else in similar boat? We are not tech savvy.