Internet keeps disconnecting

[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*

[Pguy]

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. 

[Pguy]

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

[Muffintops]

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

[Pguy]

Just direct connections dropping /disconnections?

Or problems when using a vpn?

[Smols]

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.

[SquishyTomato]

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.

[Xiaohuiliao]

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

[RogersJermaine]

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

[RSibthorpe]

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. 

[RogersTony]

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

[Pguy]

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. 

[chessandstuff]

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

[Pguy]

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?

[Pguy]

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. 

[Hiitchy]

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.

[-G-]

@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.

[-G-]

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.

[JKnott]

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

[-G-]

---

@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.

[chessandstuff]

"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?

[Chicklet1]

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.