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Network flapping multiple times per day

mike3s
I've Been Here Awhile

I have had this intermittent problem for months. There are good days with no problems, then I get several days of network drops (modem resets itself) peaking every 10 minutes or so in late afternoon.

Techs have been to the house 4 or 5 times so far. Replaced connectors inside and out, 3rd modem (with power adapter), and replaced the line from the house to the pole in the back yard (where the tap is located),

 

Inside we have 2 wired computers and about 12 wireless devices. Everything drops when the modem goes into it blinking cycle...typically 1 1/2- 2 minutes to come back.

 

It's driving us nuts. The TV sometimes goes black and doesn't pick up the signal when it comes back, so we lose parts of the show we are watching by changing channels to get it back.

 

HELP.....

 

Modem stats:

IndexLock StatusFrequencySNRPower LevelModulation

Downstream
Channel Bonding Value
20
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
21
22
23
24
25
26
27
28
29
30
31
32
34
33
34
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
Locked
Locked
693 MHz
279 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
849 MHz
855 MHz
861 MHz
216 MHz
350000000
216000000
35.7 dB
37.5 dB
36.6 dB
36.8 dB
36.3 dB
35.8 dB
36.0 dB
36.2 dB
35.8 dB
35.4 dB
36.1 dB
35.9 dB
35.5 dB
35.7 dB
35.5 dB
35.3 dB
35.3 dB
35.6 dB
35.6 dB
35.7 dB
36.0 dB
35.8 dB
35.4 dB
35.4 dB
35.7 dB
34.4 dB
34.9 dB
35.2 dB
35.1 dB
34.6 dB
34.6 dB
34.3 dB
36.9 dB
36.2 dB
37.0 dB
-3.0 dBmV
0.2 dBmV
-1.6 dBmV
-1.6 dBmV
-1.7 dBmV
-1.9 dBmV
-2.1 dBmV
-2.0 dBmV
-2.1 dBmV
-2.2 dBmV
-2.4 dBmV
-2.4 dBmV
-2.6 dBmV
-2.6 dBmV
-2.9 dBmV
-2.7 dBmV
-2.9 dBmV
-2.9 dBmV
-3.2 dBmV
-3.0 dBmV
-2.9 dBmV
-3.0 dBmV
-3.3 dBmV
-3.4 dBmV
-3.5 dBmV
-4.8 dBmV
-4.9 dBmV
-4.9 dBmV
-4.8 dBmV
-5.3 dBmV
-5.4 dBmV
-5.7 dBmV
0.7 dBmV
-1.4 dBmV
0.7 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
OFDM
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
39.5 dBmV
39.8 dBmV
40.5 dBmV
42.5 dBmV
QAM
QAM
QAM
QAM
TDMA_AND_ATDMA
ATDMA
ATDMA
ATDMA

IndexUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords

CM Error Codewords
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
34
2031096750
1356100858
1356636930
1356712353
1356825895
1356967338
1357034906
1357161658
1357252677
1357335296
1357860305
1358017235
1358102637
1358171891
1358225971
1358290366
1358345394
1358418120
1358505655
1358666029
1359123817
1359186031
1359251084
1359305416
1359364558
1359435887
1359492427
1359549194
1359611936
1359666746
1359718102
1359722251
2310351929
2031096750
2017011004
6179
2040
2172
2017
2087
2193
2117
1985
2179
2076
2050
1929
2059
1993
1979
2001
1758
2075
1904
1697
1909
1722
1735
1686
1871
1593
1681
1610
1712
1584
1558
2298176080
2017011004
198338
10569
3857
3701
3691
3942
3636
3521
3709
3549
3468
3332
3351
3169
3302
3223
2989
3184
2906
2900
2823
2887
2885
3037
2932
2419
2530
2627
2753
2729
2634
2608
330908
198338

 

Ping tests look like this when running through a blip:
21 16:35:51 24mS
21 16:36:01 24mS
21 16:36:11 20mS
21 16:36:21 20mS
21 16:36:31 18mS
21 16:36:41 20mS
21 16:36:51 28mS
21 16:37:01 19mS
21 16:37:22 down No such host is known
21 16:37:32 down No such host is known
21 16:37:54 down No such host is known
21 16:38:15 down No such host is known
21 16:38:25 down No such host is known
21 16:38:35 down No such host is known
21 16:38:45 down No such host is known
21 16:39:00 down No such host is known
21 16:39:10 down No such host is known
21 16:39:21 down
21 16:39:31 17mS
21 16:39:42 19mS
21 16:39:52 20mS

...


21 16:55:06 17mS
21 16:55:16 19mS
21 16:55:26 18mS
21 16:55:36 25mS
21 16:55:46 32mS
21 16:55:57 18mS
21 16:56:07 17mS
21 16:56:17 23mS
21 16:56:38 down No such host is known
21 16:56:48 18mS
21 16:56:58 18mS
21 16:57:08 29mS
21 16:57:31 down
21 16:57:41 down No such host is known
21 16:57:51 down No such host is known
21 16:58:01 down No such host is known
21 16:58:11 down No such host is known
21 16:58:32 down No such host is known
21 16:58:53 down No such host is known
21 16:59:03 down No such host is known
21 16:59:13 down No such host is known
21 16:59:23 down No such host is known
21 16:59:33 23mS
21 16:59:43 16mS
21 16:59:53 20mS
21 17:00:03 20mS

 

Traceroute:

Tracing route to www.google.com [2607:f8b0:4020:807::2004]
over a maximum of 30 hops:

1 3 ms 3 ms 1 ms 2607:fea8:c3a4:bd00:ae4c:a5ff:fe4e:5d7d
2 13 ms 14 ms 18 ms 2607:f798:80c:9d::1
3 12 ms 16 ms 15 ms 2607:f798:10:5850:0:690:6324:2037
4 14 ms 12 ms 9 ms 2607:f798:10:3da:0:690:6324:8158
5 10 ms 11 ms 10 ms 2607:f798:10:3d9:0:690:6324:8097
6 14 ms 15 ms 14 ms 2607:f798:10:38b9:0:2019:4823:3130
7 15 ms 13 ms 12 ms 2607:f798:14:60:0:2091:4821:5154

...

 

 

***Edited Labels***

1 ACCEPTED SOLUTION

Accepted Solutions

Re: Network flapping multiple times per day

mike3s
I've Been Here Awhile

Just as a follow-up to this issue, after the A-team paid a visit and went over the installation in detail, the problem appears to have been the lack of a grounding block in the house. The old cable TV installation used a 5-way splitter that was grounded, and when we upgraded to Ignite, that was replaced with a simple in-line connector. By replacing that with a grounded connector, the intermittent flapping seems to have stopped (for the past 3 days at least).

View solution in original post

4 REPLIES 4

Re: Network flapping multiple times per day

RogersJermaine
Moderator
Moderator

Hi @mike3s,

 

Welcome to the Community and thank you for bringing this to our attention! I understand how frustrating an ongoing intermittent issue can be. With multiple technicians already assigned we would still like to take a further look into this for you to see if we can get a resolution.


Please feel free to send us a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, please check out our blog.

 

Regards
RogersJermaine

Re: Network flapping multiple times per day

mike3s
I've Been Here Awhile

Just as a follow-up to this issue, after the A-team paid a visit and went over the installation in detail, the problem appears to have been the lack of a grounding block in the house. The old cable TV installation used a 5-way splitter that was grounded, and when we upgraded to Ignite, that was replaced with a simple in-line connector. By replacing that with a grounded connector, the intermittent flapping seems to have stopped (for the past 3 days at least).

Re: Network flapping multiple times per day

@mike3s that situation sounds rather odd.  Normally the Network Interface Device (outside Rogers box) contains a ground block which is connected via the ground post to the external house electrical box.  That electrical box is then attached/bonded to the house ground.  That ground block alone should be enough to resolve any cable ground issues.  The fact that it didn't would suggest that:

1.  there is no ground block in the external NID: or

2.  that the ground block is not bonded properly to the house electrical ground: or

3.  that there is a problem with the house electrical ground, in which case it would be time to call in an electrician to check on the house ground.  Typically these days, the house electrical panel, and its ground point is connected to the  incoming copper water line which is connected to the city water distribution system.  

 

Do you happen to know if the external NID contains a ground block?  The tech obviously picked up on the missing ground issue,  I'm just wondering how he figured that out and whether or not he indicated that you might have other electrical ground issues afoot?



Re: Network flapping multiple times per day

mike3s
I've Been Here Awhile

The house ground point is on the cold water pipe inside the house.

There was/is no NID outside the house (old neighbourhood). The cable originally went from the pole in the backyard directly inside - the tech replaced the outside line to the pole, but stopped at the house, adding a new connector (the unconnected ground block). The tech asked if we wanted a box and we debated it, but he said it didn't make sense since there was no ground anyways.

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