Persistent Dropped Internet

[tjachr]

I am having ongoing issues with my XB7 modem. I was working perfectly for the first month or so and then for the last 2 weeks it will appear to drop internet connection and cycle through starting up again. I have watched the light change from solid white to blinking orange. It happens sometimes every 30 minutes, or sometimes every few hours. The frustrating part is the multiple technician visits that have not worked. Additionally, before switching to Rogers I had zero issues with reliability so I doubt it is a problem with the lines to my home, or an electrical issue. Has anyone else had a similar experience and have a solution? Thanks  

*Added Labels*

[DigTV99]

I have an XB7 as well and started having this problem about 9 days ago.  Replacing the modem did not resolve the issue.  In my case, I get disconnected even when the white light is solid. 

[DigTV99]

Is it normal for index 1 & index 33 to have the same data?

[RogersTony]

Hello, @tjachr & @DigTV99 

Welcome to the Rogers Community Forums!

We definitely want to help you both with your internet concerns. I know how important it is to have a stable connection.

Can you confirm if the modem is connected directly to the power socket or via a power bar/surge protector? 

Please follow the steps outlined here and provide us with the signal level table for your modem so we can review if there is a possible RF issues causing the connectivity issues.

We look forward to reviewing your results.

RogersTony

[DigTV99]

My modem is connected directly to a power socket. Let me know if I posted the wrong stats. 

IndexLock StatusFrequencySNRPower LevelModulation

Downstream

Channel Bonding Value

16

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

17

18

19

20

21

22

23

24

25

26

27

28

29

30

31

32

33

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

651 MHz

279 MHz

849 MHz

855 MHz

861 MHz

579 MHz

585 MHz

591 MHz

597 MHz

603 MHz

609 MHz

615 MHz

621 MHz

633 MHz

639 MHz

645 MHz

657 MHz

663 MHz

669 MHz

675 MHz

681 MHz

687 MHz

693 MHz

699 MHz

705 MHz

711 MHz

717 MHz

723 MHz

825 MHz

831 MHz

837 MHz

843 MHz

350000000

39.9 dB

38.6 dB

41.0 dB

41.0 dB

41.2 dB

40.0 dB

40.1 dB

40.2 dB

40.3 dB

40.4 dB

40.3 dB

40.1 dB

40.3 dB

40.1 dB

40.0 dB

39.9 dB

39.9 dB

40.0 dB

40.1 dB

40.2 dB

40.3 dB

40.3 dB

40.4 dB

40.4 dB

40.5 dB

40.6 dB

40.8 dB

40.7 dB

41.2 dB

41.3 dB

40.9 dB

40.9 dB

38.2 dB

4.9 dBmV

2.2 dBmV

6.9 dBmV

6.7 dBmV

6.8 dBmV

5.6 dBmV

5.5 dBmV

5.5 dBmV

5.7 dBmV

5.8 dBmV

5.9 dBmV

5.7 dBmV

5.7 dBmV

5.3 dBmV

5.2 dBmV

5.1 dBmV

4.9 dBmV

4.9 dBmV

5.0 dBmV

5.2 dBmV

5.2 dBmV

5.2 dBmV

5.2 dBmV

5.5 dBmV

5.6 dBmV

5.7 dBmV

6.3 dBmV

6.4 dBmV

7.5 dBmV

7.4 dBmV

7.0 dBmV

6.9 dBmV

2.5 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

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
40.0 dBmV	41.3 dBmV	42.0 dBmV	42.3 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
2883930991	3671429617	3671458983	3671481276	3671502846	3671527972	3671549748	3671567587	3671584801	3671606459	3671623921	3671644477	3671665345	3671683750	3671701143	3671717754	3671734442	3671758662	3671778003	3671799903	3671819317	3671838762	3671858829	3671875389	3671898777	3671915600	3671938089	3671960375	3671981039	3672005705	3672015988	3672018436	2883930991
2694241324	5800	113	98	40	538	284	300	298	240	282	262	178	196	211	191	124	170	87	169	185	228	205	169	213	1192	217	217	92	134	134	148	2694241324
110696	2389	170	131	125	399	346	347	453	475	472	517	371	305	190	173	153	94	123	134	122	145	199	197	186	1512	217	229	173	145	209	221	110696

[TheHoss]

Having the same issues. Modem was flashing. Unplugged the power cord for 30 seconds plugged it back in, & still no better.
Whats going on here?

[tjachr]

Hi Tony,

I have tried with the modem plugged into a surge protector as well as directly into and outlet with nothing else plugged in, the problem still happens unfortunately.

Below you will find the tables, thank you.

IndexLock StatusFrequencySNRPower LevelModulation

Downstream

Channel Bonding Value

19

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

16

17

18

20

21

22

23

24

25

26

27

28

29

30

31

32

33

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

669 MHz

279 MHz

849 MHz

855 MHz

861 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

675 MHz

681 MHz

687 MHz

693 MHz

699 MHz

705 MHz

711 MHz

717 MHz

723 MHz

825 MHz

831 MHz

837 MHz

843 MHz

350000000

41.4 dB

39.7 dB

39.8 dB

39.7 dB

39.8 dB

40.6 dB

40.3 dB

40.4 dB

40.4 dB

40.5 dB

40.6 dB

40.7 dB

40.8 dB

40.9 dB

40.9 dB

40.8 dB

40.9 dB

41.4 dB

41.5 dB

41.1 dB

41.3 dB

41.2 dB

41.6 dB

41.6 dB

41.4 dB

41.5 dB

41.6 dB

41.4 dB

40.5 dB

40.3 dB

40.2 dB

40.1 dB

39.0 dB

0.6 dBmV

-3.6 dBmV

-3.7 dBmV

-4.1 dBmV

-4.0 dBmV

-2.9 dBmV

-3.0 dBmV

-2.7 dBmV

-2.5 dBmV

-2.1 dBmV

-1.5 dBmV

0.9 dBmV

0.9 dBmV

0.2 dBmV

0.2 dBmV

0.2 dBmV

0.0 dBmV

0.5 dBmV

0.4 dBmV

0.8 dBmV

0.4 dBmV

0.3 dBmV

0.9 dBmV

0.8 dBmV

0.4 dBmV

0.6 dBmV

0.7 dBmV

0.4 dBmV

-1.6 dBmV

-2.1 dBmV

-2.4 dBmV

-3.1 dBmV

-3.4 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

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
43.0 dBmV	43.0 dBmV	44.0 dBmV	46.0 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
3444221992	1985657162	1986623964	1986175266	1987128443	1987108466	1987311132	1987494413	1987676111	1988487283	1990192420	1990322950	1990450402	1990642626	1990715563	1991422974	1991579387	1991724005	1991875786	1992038246	1993240180	1993357476	1993480769	1993633291	1993754556	1993955403	1994141863	1994844747	1995014829	1994457307	1954851828	1954962858	3444221992
3331745167	394513	49460	41517	16146	251167	208794	198111	230642	198298	138055	133580	137244	80853	133523	111896	86687	74161	95449	64367	53939	79110	79870	56600	65503	54308	44744	72381	21820	37902	18685	24067	3331745167
1730531	239313	5052	4755	2935	75514	51410	48261	60351	40276	17576	18432	21029	9640	15227	11155	8903	7615	9339	6234	7004	7902	6398	6002	7272	5593	5300	7449	3198	4218	2802	3199	1730531

[RogersJermaine]

Hello @TheHoss,

We do apologize to hear that you are also having an intermittent issue with your connection. Are you able to provide us with some more details regarding the problem? How long have you been having this issue? Were there any recent changes made to the setup inside the home since you’ve noticed this issue occurring?

If you can also provide the modem signal levels as outlined in the post here found above, we’ll be glad to take a further look into this for you.

Thank you for the update @tjachr,

Nothing stands out from the signal levels that you have posted. Are you noticing this intermittent issue at a specific time, or does it occur randomly throughout the day? Also, when you had the technician visits, were you provided with any further information on the cause or did you know if any equipment was changed, like your modem? 

Regards,

RogersJermaine

[tjachr]

Hi Jermaine,

It seems to happen in the afternoon and evening, say from 5pm-10pm the most. But its hard to say since it's so frequent I have lost track of specific times.

The first technician removed an unnecessary splitter and mentioned how it was causing some level to be off. The second technician replaced the modem from an XB6 to and XB7 I believe and said the old one commonly froze. I had a third technician come today who replaced the modem with a new one. I'm not sure what model, it's white with sort of rounded edges. He didn't give me much information though unfortunately, just that my previous modem attempted to establish a connection some 150 times.
Also unfortunately nothing has changed with the newest modem, as the problem still persists.

[RogersJermaine]

Hello @tjachr,

Thank you for the updated information. We do apologize to hear that you are still having this persistent issue after multiple technician visits. We can certainly take a further look into this for you.

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

[tjachr]

Incase anyone else has these issues, my situation has been resolved. A few days ago, a senior technician came to my house and assessed the lines. He determined there was a large amount of water damage and deterioration. He installed new lines and I think changed some other parts on the box outside but since then there has not been a single disconnect.