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*

[mistah25]

So I jumped at moving to Ignite when it was offered in my area. Bad move.

My Internet service keeps dropping.

Sending a text is a hit or miss experience when WiFi is enabled on my phone.

My  calls last about 2 minutes before dropping when WiFi is enabled on my phone.

In both cases disabling WiFi results in proper service.

My TV freezes randomly.

I had a tech visit but shoddy internet is still ongoing. I am really not sure what to do next, but I definitely cannot pay for a service that I have to disable to complete a phone call or a text message.

[88dalejrfan]

I appreciate the detailed and thoughtful advice, @-G- . Thank you again. 

[-G-]

---

@mistah25 wrote:

So I jumped at moving to Ignite when it was offered in my area. Bad move.

My Internet service keeps dropping.

Sending a text is a hit or miss experience when WiFi is enabled on my phone.

My  calls last about 2 minutes before dropping when WiFi is enabled on my phone.

In both cases disabling WiFi results in proper service.

My TV freezes randomly.

I had a tech visit but shoddy internet is still ongoing. I am really not sure what to do next, but I definitely cannot pay for a service that I have to disable to complete a phone call or a text message.

---

Do you happen to have a fairly new computer, perhaps with a Realtek Wi-Fi adapter or some other Wi-Fi 6 chipset inside?  I thought that this would have been resolved by now but some users have previously reported that when one of these computers joins the network, their Wi-Fi dropped and all devices disconnected.  As far as I know, this only affects the Technicolor XB6.

https://communityforums.rogers.com/t5/Internet/Ignite-WiFi-Gateway-XB6-Losing-internet-connection-mo...

The workaround is to configure that computer's WiFi driver so that it only connects on the 2.4 GHz Band.

Rogers has been pretty quiet about this known issue as well.  I don't know whether a device actually needs to join the network to trigger the reset, and/or whether a neighbour's computer could also cause problems if they happen to be online and using the same 5 GHz channel.

[ll1960]

Me seeing all these frustrated posts , made me realize I could be a lucky Rogers customer. My last post was #241, where I stated that replacing my modem with the Arris XB6-Technicolor fixed all my issues.  .  There was nothing else done, except for a very senior tech who came to check and 'replaced' all the outside and inside cable connectors, to ensure no noise on the line. Since then, I have not one single drop at all (during my waking hours anyway). The Ignite services are working as they should be. Knock on wood, my 'stability' will last.  My issues lasted about a week and Rogers did give me $65 as a goodwill gesture. Good luck to those still struggling with this issue. 

[zed]

Yes I have been up that tree and only found more nuts. 

[tulowindow]

It's unfortunate that you have to cancel @ab45  I would do the same thing if it wasn't just redistributing the same service.

I'm not canceling yet because I don't have an alternative, but I can guarantee you that as soon as a viable option becomes available that I'll be canceling this service if Rogers doesn't fix this.

[marco5566]

Im on my 5th tech visit and going for my 3 hitron modem swap but rogers cant seems to fix a issue which is on there backend. It really sad that every time i call I get a different answer from the tech support, yes sir there signal noise tech visit required, no sir nothing we see wrong, yes sir we see your rogers modem has error, no sir your modem is fine. what a joke so sad i have to pay for service that just not reliable.

[ab45]

@tulowindow they didn't for a while, but now they do have the same gigabit speed.  It does cost even more than Rogers though.. 

Also there's a bit more to it than just reselling the lines.  They somehow connect into the Rogers network, and your internet traffic actually goes out through the teksavvy routers/connection.  They also use a completely different thompson modem.

[tulowindow]

I might need to look into this. After browsing through the TekSaavy website, I do see that they offer the high speed services now, but at a higher cost. (laugh)

I cannot for the life of me fathom how a small company like Beanfield Metroconnect in downtown Toronto can offer symmetrical gigabit internet service and what is virtually a private network in comparison to networks like Bell & Rogers and only charge $50, yet this mega company that never updates their infrastructure like Rogers charges us out the yin yang for garbage service. I'm finding more and more posts like ours as I browse around the internet and move to other areas like DSLReports and Reddit.

This is undoubtedly a Rogers issue. The least that they could do is acknowledge the issue and send their customers an e-mail to let them know it's being addressed and maybe a bill credit since our overpriced services aren't even performing as advertised. So tired of these mega companies getting a free pass.

In 2 years with Beanfield I had one issue and it took 5 minutes to address in the most hilarious fashion you could ever imagine. My internet was out, so I hopped on my phone and get on Twitter and tweeted their official account. Within 2 minutes, they sent me a response saying that I was right and that they would fix it right away. They tweeted me back 5 minutes later saying I should be back online, and I was. That was my singular issue in two years.... and fixing it felt like texting a friend and having it addressed immediately, yet here we all are as Rogers customers stuck with a customer service team with no real expertise who read off a script and ask you if your modem is plugged into a power bar every time you call. It's actually unbelievable. Thanks for the TekSaavy tip... it's worth trying.

[88dalejrfan]

@-G- I tried to run continuous, concurrent, simultaneous pings to my router, Google DNS, and the CMTS router today. Unfortunately, I could only do this over WiFi as my ethernet-connected PC is in the shop. (Possible motherboard failure; it has not been a good year for me tech-wise.) 

I let it run for several hours and it caught another brief outage. This is what I found but I'm not sure if it yields any insights, being that it was over Wi-Fi (and thus going through my router before the bridged HiTron). 

I can run this again without the third-party equipment and on ethernet when I get my desktop PC back, but from my months of tracking the outages, I've had these long before I added my Decos.

My Router: 

• 1% loss on the one and only hop (sort of expected given how far the PC was from the router?)
• Average latency 5ms
• Worst latency 2049ms 

Google DNS: 

• 17% loss at my router but a worst latency of only 141ms at the router
• 1% loss at every step from the CMTS router forward
• Worst latency approximately 2800ms, beginning at hop 2 (Rogers CMTS?) and continuing to hop 8 

CMTS Router: 

• 18% loss at my router, 1% loss at the CMTS router 
• Worst latency of 156ms at my router, 2191ms at the CMTS router (hop 2)

[PizzaBear]

happened to me 10:30pm tonight. This is from cable modem diagnostics ( so beyond my own internal networking layer ).

Result

traceroute to 8.8.8.8 (8.8.8.8), 30 hops max, 38 byte packets
1 xxxxx (xxxxx) 2690.000 ms 50.000 ms 30.000 ms
2 66.185.90.85 (66.185.90.85) 20.000 ms 10.000 ms 10.000 ms
3 209.148.232.225 (209.148.232.225) 10.000 ms 10.000 ms 10.000 ms
4 209.148.233.46 (209.148.233.46) 20.000 ms 20.000 ms 50.000 ms
5 * * *
6 * *

traceroute to 8.8.8.8 (8.8.8.8), 30 hops max, 38 byte packets
1 * xxxxx (xxxxx) 1120.000 ms 30.000 ms
2 66.185.90.85 (66.185.90.85) 10.000 ms 10.000 ms 10.000 ms
3 209.148.232.225 (209.148.232.225) 10.000 ms 20.000 ms 20.000 ms
4 209.148.233.46 (209.148.233.46) 10.000 ms 10.000 ms 20.000 ms
5 * *

PING 8.8.8.8 (8.8.8.8): 56 data bytes

--- 8.8.8.8 ping statistics ---
4 packets transmitted, 0 packets received, 100% packet loss
=============Complete==============

[tulowindow]

Hey @PizzaBear 

I noticed in one of your earlier posts that you are in Caledon as well. I hope for your sake that you're in an area where the upcoming Fiber projects will be available at your home address. I'm in Bolton and based on the coverage maps I've seen of the proposed Fiber networks that are going to be laid, I doubt it's going to be available at my home. I wish Bell would upgrade their networks here in Bolton. They wouldn't need to do much to offer a higher speed of fiber if they just offered their fiber to the node options. Obviously it would be hefty cost wise to run fiber to the home, but these to the node networks are available across most of peel running at least 50 mbps.

Good luck with your situation. I'm noticing that Caledon has a lot of people affected by this 😞

[PizzaBear]

Bell Fibe hasn't been in my area for the last 5 years. I did read Fiber networks were being laid down for Bolton area ( mainly for areas that doesn't have broadband speeds ).

I don't know if there's any hope of Bell Fibe coming into my area 😞 I wish because that would give me more choice.

[vikas-arora]

I have been facing random disconnects everyday since last 1 month. Contacted Rogers support on chat on a couple of occasions and they said we have run line tests on your modem and everything looks good.

So when it happened today I had an opportunity to run tracert (2 outputs back to back):

tracert www.google.com

Tracing route to www.google.com [172.217.164.228]
over a maximum of 30 hops:

1 4 ms 3 ms 5 ms 192.168.1.1
2 * 1769 ms 15 ms xxx.xxx.120.1
3 24 ms 27 ms 17 ms xx.xx.xxx.x
4 18 ms 19 ms 22 ms 69.63.248.85
5 25 ms 26 ms 26 ms 69.63.248.58
6 26 ms 28 ms 15 ms 209.148.235.30
7 18 ms 22 ms 25 ms 72.14.216.54
8 26 ms 23 ms 24 ms 209.85.249.37
9 26 ms 24 ms 25 ms 216.239.41.247
10 21 ms 26 ms 20 ms yyz12s05-in-f4.1e100.net [172.217.164.228]

tracert www.google.com

Tracing route to www.google.com [172.217.0.228]
over a maximum of 30 hops:

1 17 ms 6 ms 4 ms 192.168.1.1
2 24 ms 14 ms 17 ms xx.xx.xxx.x
3 17 ms 15 ms 14 ms xx.xx.xxx.x
4 12 ms 22 ms 20 ms 69.63.248.89
5 27 ms 23 ms 29 ms 69.63.248.58
6 25 ms 25 ms 23 ms 209.148.235.30
7 * * * Request timed out.
8 * * * Request timed out.
9 * xxxxx.cpe.net.cable.rogers.com [174.116.xxx.xxx] reports: Destination host unreachable.

I don't know if this what goes on everyday, but the drops/disconnects have been very similar since last few days. I have noticed more drops in later part of the day (congestion??). @CommunityHelps can someone take a look at this please?

[doctor80]

As I was already advised by a moderator of this forum:

My node is congested, and will need to be segmented (split).

This will take long time, or maybe Rogers just doesn't want to spend extra money on a high demand growing on the infrastructure since many people are working from home. I believe, that is this is indeed the root cause, most likely all these kind of momentary disconnects are related.

I'm very frustrated, because Bell fiber is not yet available on my street, and even if I switch to another cable provider this problem will go with me. Unless there is something else, like a chronic problem with the CODA modem.
I tend to believe to moderators, so my daily performance issues will continue to happen.  

[88dalejrfan]

So the roller coaster continues: 

• Technician visit #8 (a second-level tech) replaced my hardware inside for the third time last week.
• Technician visit #9 (neighbourhood team) did work outside later that evening. 
• The Facebook team then told me afterwards that they needed to come back inside because the issue was actually not neighbourhood-based, but a problem in my house.
• Technician visit #10 was scheduled for today, but the gentleman had been here before (he was either #6 or #8... I've lost track of names by now). He remembered my problems and the hardware replacements he made. He said he can still clearly see that the problem is ongoing and that it lies beyond my house (thank you!). He also questioned why this case was still "low priority" when my troubles have also been ongoing for 10 months. This caught me by surprise -- I had written to the main office and spoken with managers, but I guess that wasn't enough to elevate the ticket.
• So, after waiting around all afternoon, visit #10 was cancelled and I've been elevated again back to the neighbourhood team, hopefully with a bit higher priority. 

At least I feel validated, but the runaround is getting excessive. No doubt in my mind it's node congestion. I guess it's just a matter of how much longer I can put up with this.

[tulowindow]

thank you for fighting the fight for all of us @88dalejrfan 

I don't have the patience that you do to deal with all of this in terms of the technician visits and such. I don't think it's fair to make customers jump through rings of fire and go through 10 levels of customer service in order for Rogers to admit their own fault in this dilemma. I'm figuring the node issue is certainly the problem and Rogers is likely blaming the lockdown for the overload and rather than upgrade, is waiting for the traffic to subside. Not really a good way of going about things. People will remember this.

Regardless, thanks for doing the dirty work and reporting what's going on. I for one, appreciate you!

[88dalejrfan]

Oh boy, it gets better: they had no ticket on file for me, let alone a higher priority one. What have we been doing for the past ten months? 

I finally got ahold of someone who actually created a high-priority node maintenance ticket for me, and took down my trace logs. I hope this goes somewhere! 

And thanks for the kind words @tulowindow. I hope all you fine folks in Caledon/Bolton get this resolved soon too. I grew up there so I have a deep attachment to that place, and I'm with you in the fight.

My recommendation would be to see if you can get a node maintenance ticket created, and share a log of high latency beginning beyond your house. That seems to be what worked for me today. 

[sponga]

It's been going on for weeks where Rogers has BGP issues and packet dropping. happening a few times every day.

$ traceroute http://pepsi.com

traceroute to http://g2wh497.x.incapdns.net (45.60.75.51), 64 hops max, 52 byte packets

1  172.16.1.1 (172.16.1.1)  3.289 ms  2.113 ms  1.937 ms

2  99.230.200.1 (99.230.200.1)  20.534 ms  17.688 ms  18.326 ms

3  67.231.222.13 (67.231.222.13)  19.612 ms  20.360 ms  19.902 ms

4  …http://0-14-0-3-cgw01.wlfdle.rmgt.net.rogers.com (209.148.233.161)  21.702 ms

    …http://0-4-0-7-cgw01.wlfdle.rmgt.net.rogers.com (209.148.233.157)  19.642 ms

    http://9906-cgw01.wlfdle.rmgt.net.rogers.com (209.148.231.9)  19.991 ms

5  209.148.235.214 (209.148.235.214)  21.675 ms  19.188 ms  19.544 ms

6  http://ae58.bar3.toronto1.level3.net (4.59.180.41)  17.005 ms  21.752 ms  22.370 ms

7  * * *

8  4.14.98.218 (4.14.98.218)  44.246 ms  80.314 ms  39.553 ms

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traceroute http://apple.com

traceroute to http://e6858.dsce9.akamaiedge.net (23.213.189.78), 64 hops max, 52 byte packets

1  172.16.1.1 (172.16.1.1)  2.724 ms  2.031 ms  1.852 ms

2  99.230.200.1 (99.230.200.1)  18.120 ms  17.502 ms  16.945 ms

3  67.231.222.13 (67.231.222.13)  14.379 ms  15.276 ms  19.594 ms

4  …http://0-14-0-3-cgw01.wlfdle.rmgt.net.rogers.com (209.148.233.161)  14.333 ms

    http://3006-cgw01.wlfdle.rmgt.net.rogers.com (209.148.232.65)  17.928 ms

    …http://0-4-0-7-cgw01.wlfdle.rmgt.net.rogers.com (209.148.233.157)  19.226 ms

5  http://3009-dgw01.etob.rmgt.net.rogers.com (69.63.248.182)  19.051 ms  17.931 ms  23.617 ms

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[doctor80]

Does one know how long node segmentation can take? Any experience?
Any tips whom I should contact to escalate this, as I feel I'll have the run around answers for additional months.

[Datalink]

A node split could take weeks or months, I don't think there is any way to predict how long it will take.  It will depend on whether or not there are any permits required to replace or possibly install additional equipment at the same location and no doubt it will depend on whether or not there are any additional fibre runs available at the node and additional power to run another node.  The neighbourhood node connects to the CMTS via fibre, so, if you install an additional node at the same location, that would probably require an additional fibre run back to the node, and in order to run an additional node, you need power as well.   For neighbourhoods that have underground cabling, that additional fibre and power cabling has to be in place.  If not, then a contractor would have to be called into run an underground conduit for fibre and power cabling.  Overhead cabling wouldn't be as bad to install, but, it would still have to be done.  So, end story, its not a simple task 😞