Modem Reboots Daily at the Same Time

Need Help?

That's what we're here for! The goal of the Rogers Community is to help you find answers on everything Rogers. Can't find what you're looking for? Just ask!
cancel
Showing results for 
Search instead for 
Did you mean: 
Reply
-G-
Resident Expert
Resident Expert
Posts: 2,484

Re: Modem Reboots Daily at the Same Time


@Mike_x_Wilk wrote:

What area do you live? I am near Manotick, Ottawa.


Interesting.  I keep hearing murmurs about problems over there being caused by Police/Emergency Services' VHF radio system.  3:25PM might coincide with something getting reset as part of a shift change.



Mike_x_Wilk
I Plan to Stick Around
Posts: 10

Re: Modem Reboots Daily at the Same Time

Except in 2 years the only time this has occurred is in the last week.

-G-
Resident Expert
Resident Expert
Posts: 2,484

Re: Modem Reboots Daily at the Same Time


@Mike_x_Wilk wrote:

Except in 2 years the only time this has occurred is in the last week.


I would call into Rogers tech support at 3:!5 and hope that you can be on the phone with an agent when this happens again.



Mike_x_Wilk
I Plan to Stick Around
Posts: 10

Re: Modem Reboots Daily at the Same Time

I just got off from chatting with them. They would not even discuss this post or the fact there are at least two of us with the same issue. They insist they do not see an issue and the problem must be with my modem. They are sending a tech to replace it tomorrow. I will update after that is complete and the next 3:23pm time hits on Saturday.

DavidHH
I Plan to Stick Around
Posts: 19

Re: Modem Reboots Daily at the Same Time

Thank you Mike, I would appreciate an update after the Modem replacement.

toolcubed
I'm a Senior Contributor
Posts: 537

Re: Modem Reboots Daily at the Same Time

Hi guys. This sounds eerily similar to an issue I was having for months except mine occurred monthly, not daily. In my case, it ended up being a misconfiguration of the power supply on the fibre node that my house (and all other houses on my street) are connected to.

Each month, the UPS of the node would go into self-testing mode (a normal automated maintenance procedure) except it would never cut over to battery power properly because of the misconfiguration (and thus lose power altogether), and so I would lose service for exactly 10 mins (the precise duration of the self-test) each time the monthly self-test ran. It took the maintenance crew some time to figure it out but they adjusted the power level of the UPS to spec, manually tested it, and I haven’t had the issue again since. I’m still monitoring but I’m fairly confident the issue has been fixed.

So I guess what I’m saying is, your issues could be due to a similar misconfiguration of something on the local Rogers network. My advice is to ask Rogers if other customers on your street experience loss of sync at the same time you do, and if so, ask them to give you the phone number of the maintenance crew technician designated to your area. That’s what they did for me so that I was able to call him directly as soon as I experienced the problem. He was then able to run his diagnostics right away, which helped him pinpoint root cause.
Mike_x_Wilk
I Plan to Stick Around
Posts: 10

Re: Modem Reboots Daily at the Same Time

The tech was out on Saturday. The tech could see multiple disconnects at various times over the course of the previous week, but no explanation for it was evident to the tech. I made it clear I do not experience any issues with the internet despite being a power user except for this modem reboot issue that occurs only at 3:23 PM. Instead of replacing the modem there was some work outside on the line done. Apparently the signal to noise ratio improved after this. However, the reboot continues to occur at exactly 3:23 PM every day since.

 

The tech game me his work cell number and I have a call in to see about next steps. I will update again if there is resolution at some point.