Greetings @Chicklet1!
In a situation like this, I would recommend temporarily removing the Nest Thermostat from your network to see if the situation improves at all.
It's possible that it's defective and causing wireless interference so removing it as a test is the simplest way to eliminate it as the source of these troubles.
The other possibility here is a potential lack of bandwidth. Which Internet package do you have with us?
Regards,
RogersCorey
@Pguy : Problems with logging into this forum are usually related to cookies or cache, but here's a full list of things to do/try:
If it works in FF private mode, it's probably a cookie issue.
I only reply if I see something to reply to. However, with your original problem, the disconnects, have the support people checked the logs to see if/when failures occur? Is it just one services? Or all, if you have more than one. Sometimes you really have to fight to get a problem resolved. Several years ago, I had an intermittent problem that affected my Internet and home phone, but not TV. Through a lot of testing on my own, I was able to prove the problem was not in my condo. Then Rogers discovered an intermittent failure in the cable outside of my building. Same when I lost IPv6. Because I run my own router, the network guys wouldn't work on my problem, even though I was able to identify the failing piece of equipment in the Rogers office by host name. It was only after a senior tech brought his own computer and modem to my home and saw the failure and then went to the Mississauga office and tried with 4 different CMTS and it failed only on the one I was connected to and had identified by host name. So, sometimes you just have to keep at it to see what the cause of the problem is. I fully understand that with almost 50 years experience in telecom, computers and networks (including some work on Rogers systems) I am better able than most to solve the problems (often even better than the Rogers support people I talk to), but it all boils down to seeing where the problem is. First thing is to see if the modem fails in gateway mode, which would prove it's entirely a Rogers problem. Then ask the support people to check the logs to see if others in your area had similar failures, etc..
Have you tried escalating to 2nd level support? That's what I often do when I know 1st level won't be able to help.
You ask 1st level to give you 2nd level. I've done that many times. Regardless, 1st level can do stuff like check for failures in your neighbourhood, check device logs, etc..
HI @Turfarea can you reboot/restart the modem and post the same signal levels, just to see what happens following a reboot/restart. Pull the modem's power cable from the wall socket, wait for about 15 seconds and then plug it back in again.
When you go to copy the Signal level data, park your curser right in front of the Downstream Overview line, hold down the shift key and scroll all the way down to the space after the 2K, which is in the bottom right hand corner of the OFDM/OFDMA Overview section. Release the shift key and right click .... Copy. Then in a new post, right click .... Paste, or use Ctrl v to paste in the data. It should end up looking like the data table in the modem's user interface.
Just off hand I'd say that you have a definite cable issue on the go, but, I'd like to see that data table following a reboot/restart. If it end up being the same, then I'd say that there's a definite cable issue on the go. If you call tech support and ask them to run a signal check on the modem, that check should fail automatically, followed by a conversation to get a field tech out to your home to see what the problem is.
One thing that you can check is to ensure that the RG-6 cable that connects to the back of the modem is tight. You don't have to use a pair of pliers or anything else to ensure that its tight. Usually hand tight will do it. If you do use a pair of plier for example, a very slight, 1/8th turn will do it.
The downstream data is actually carried by the OFDM downstream channel, so the upper downstream QAM data is interesting but not necessarily an indicator of modem downstream performance.
What type of issues are you experiencing at the present time?
Hi @zru,
Welcome to the Rogers Community Forums and thank you for your posts! We do understand how frustrating it can be to have this ongoing issue with the connection especially with multiple technician visits. We do want to work with you and see what more can be done to get this resolved for you.
We appreciate you sending us a PM, we are looking forward to continuing the conversation with you.
Thank you
RogersJermaine
Greetings @Quinny!
I am sorry to hear that you're having difficulties with your Internet service disconnecting.
I'm not fully clear on what you mean by: "After 5 months I was told oh why was I left on some number and should have been a GB."
Do you mean that your account was not subscribed to Gigabit Internet as it should have been? That is very easy to confirm and shouldn't be too difficult to fix if that's the case.
We'd be happy to take a closer look to see what is going on! Feel free to send a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.
Regards,
RogersCorey
For privacy reasons, I have no way of looking at your account history without manually gathering your account information first via our secure form, @Quinny.
If you'd like us to look into this, please PM us so that I can gather your account information.
Regards,
RogersCorey
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