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Persistent Dropped Internet

tjachr
I've been here awhile

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*

10 REPLIES 10

Re: Persistent Dropped Internet

DigTV99
I plan to stick around

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. 

Re: Persistent Dropped Internet

DigTV99
I plan to stick around

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

Re: Persistent Dropped Internet

RogersTony
Moderator
Moderator

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

 

 

 

Re: Persistent Dropped Internet

DigTV99
I plan to stick around

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

 

 

 

Re: Persistent Dropped Internet

TheHoss
I've been around

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?

Re: Persistent Dropped Internet

tjachr
I've been here awhile

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

 

Re: Persistent Dropped Internet

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

Re: Persistent Dropped Internet

tjachr
I've been here awhile
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.

Re: Persistent Dropped Internet

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

Re: Persistent Dropped Internet

tjachr
I've been here awhile

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. 

 

 

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