Not Connected to Internet Error

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I've Been Around
Posts: 1

Not Connected to Internet Error

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

 

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Moderator
Moderator
Posts: 985

Re: Not Connected to Internet Error

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

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I've Been Around
Posts: 1

Re: Not Connected to Internet Error

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. 

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Resident Expert
Resident Expert
Posts: 6,944

Re: Not Connected to Internet Error

@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.