Not Connected to Internet Error

[Casandra21]

Devices are saying not connected but they are (we are using them off wifi) Why are they saying not connected?

*Added Labels*

[RogersTony]

Hello, @Casandra21

Welcome to the Rogers Community Forums!

I know how important it is to stay connected to the Wi-Fi on all of your devices. We definitely want to help you get this working properly. We just have a few questions to gather more information on what's happening.

• Is the error happening on all devices or just certain devices? If only some devices, what type of devices are they?
• Have you tried rebooting either the modem or the affected devices to see if the error is still happening?
• Do you have the Wi-Fi network saved on your device? If yes, please forget the network and then reconnect to it again by entering the network passphrase.

We look forward to your response!

RogersTony

[vsendhil]

Wifi internet 2.4/5GHz using Hitron Rocket Modem keeps randomly going down

My internet randomly switches to "No internet" or disconnects every few hours and I have to switch to other frequency band. This has been happening for few weeks now. 

Logs in the past week:

(Log removed for security/privacy reasons. Please edit  the CM MAC address before uploading the log. -RogersMoin)

Downstream view

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	603000000	256QAM	0.400	9	38.983
2	579000000	256QAM	-0.400	5	38.605
3	585000000	256QAM	0.400	6	38.605
4	591000000	256QAM	-0.100	7	38.605
5	597000000	256QAM	0.200	8	38.983
6	303000000	256QAM	-1.100	1	38.983
7	609000000	256QAM	0.300	10	38.983
8	615000000	256QAM	0.400	11	38.605
9	621000000	256QAM	0.400	12	38.983
10	633000000	256QAM	0.400	13	38.605
11	639000000	256QAM	0.100	14	38.605
12	645000000	256QAM	0.100	15	38.983
13	651000000	256QAM	0.300	16	38.605
14	657000000	256QAM	0.000	17	38.605
15	663000000	256QAM	0.500	18	38.605
16	669000000	256QAM	0.400	19	38.983
17	675000000	256QAM	0.400	20	38.983
18	681000000	256QAM	0.500	21	38.983
19	687000000	256QAM	0.900	22	38.983
20	693000000	256QAM	0.800	23	38.983
21	699000000	256QAM	0.800	24	38.605
22	705000000	256QAM	0.700	25	38.983
23	711000000	256QAM	0.500	26	38.605
24	717000000	256QAM	0.100	27	38.983

Upstream view

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	25900000	ATDMA - 64QAM	41.500	2	6400000
2	38700000	ATDMA - 64QAM	42.500	4	6400000
3	32300000	ATDMA - 64QAM	41.500	3	6400000
4	21100000	ATDMA - 64QAM	41.000	1	3200000

I have read through similar posts but there doesn't seem to be a straight forward solution, so any suggestions on what to do next or what I can try would be useful before I call technical support. 

[Datalink]

@vsendhil your signal levels look ok, but, looking at the log, I would guess that you're seeing disconnects.  Just to see if there are disconnects occurring between the modem and the upstream Cable Modem Termination System, can you run the following check with an ethernet connected device:

1.  Run a trace to anywhere, google for example.  Using a command prompt, enter:

tracert -4 www.google.com

2.  The first IP address in the trace will be the modem or router (if the modem is in Bridge mode).  The second IP address will be the Cable Modem Termination System (CMTS) . 

3.  Ping the CMTS IP address for an hour or longer.  

To run a one hour test use:

ping -n 3600 xxx.xxx.xxx.xxx       where xxx.xxx.xxx.xxx is the CMTS address.

To run an indefinite test use:

ping -t xxx.xxx.xxx.xxx       where xxx.xxx.xxx.xxx is the CMTS address.  Use Ctrl C to bail out of the test

When that test is done, copy the bottom results.  Select or highlight the bottom results, and then use Ctrl C to copy those result.  Use Ctrl V to paste the results into a new post.  

That's the starting point, running a ping test to the CMTS, looking for packet loss caused by any disconnects.

For the wifi side, are you using Auto for the 2.4 and 5 Ghz channel setting?

Is Wifi Band Steering enabled in the Wireless .... Advanced page?

Personal opinion, if Auto is set for the channel setting, set the channels to a manual selection.  The 2.4 Ghz situation is probably a write off if you're in a normal neighbourhood.  I'd set it for channel 1, 6 or 11, depending on how busy those channels are.  Download Winfi Lite onto a windows laptop.  Winfi Lite can be downloaded as a freebie download from:

»www.helge-keck.com/

Have a look with Winfi Lite and see which channel (1, 6 or 11) has the least competition and the most separation from any neighbouring wifi networks.  

Set the 5 Ghz network to channel 149 to 161 in order to use the higher output power allowed by those channels, compared to the lower 36 to 44 channel range. 

If Band steering is enabled, disable it and assign a different network name to either the 2.4 or 5 Ghz network in order to separate the two networks into distinct networks.  Connect to one or the other, depending on your network use.  

Hopefully, if you're been using Auto channel and Band Steering, running manually selected channels and no band steering might yield improved results if the modem has been reacting to changes in the local wifi environment.