Problem with wifi connection

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I'm Here A Lot
Posts: 7

Problem with wifi connection

Rogers 100M/10M

WIFI has problem. Sometimes, i cannot search wifi on my laptop, cellphone ,ipad..., but i can still connet internet when i using wire. and both 2.4G and 5G signal icon are dark. The cable connet behind the modem is hot. So far my solution is restart modem after 10 mins, but i hate do that again and again since it occurs 2-4 times per day. I have already change the modem 3 times! what should i do???

 

 

 

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I'm Here A Lot
Posts: 7

Re: Problem with wifi connection

Hi,I'm op. I just noticed that I didn't post the feedback.
Problem solved by adding a new router (my router is dlink 826l)

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Posts: 6,771

Re: Problem with wifi connection

What modem do you have and where is it located in the home?  Is it sitting upright and does it have enough airspace around it so that it will cool on its own?  It should not be kept in a cabinet and it should not be sitting horizontal.  The cable connector at the back might be a little warm, but it should not be hot to the touch. 



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Posts: 14,192

Re: Problem with wifi connection

Agreed, the modem NEEDS to be standing up.  Many reports of it overheating when horizontal.

Otherwise..might be a bad unit, if its overheating otherwise.



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Re: Problem with wifi connection

I don't know the modem type, but it is sitting horizontally before. In yesterday morning, I let modem stand up, it still has that problem (cannot search wifi while wire connect is fine) about 3 times. And after I let modem stand up, it is not hot. Anyway, I have already make an appointment with technician today, hopefully they would figure out what the problem is.
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Re: Problem with wifi connection

Modem : CGN3ACSMR
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Re: Problem with wifi connection

If the wifi will not run even though you have enabled it, perhaps that modem has been cooked, so to speak and is no longer serviceable.   The modem needs to be located where it has enough free space around it that enables it to keep cool when it's running.   To ensure that the wifi is broadcasting, regardless of what the front LEDs indicate, load inSSIDer, which is a wifi monitoring application.  The link below is for the last freebie version of that program.  It will show in list form and graphical form which networks are running nearby, for both 2.4 and 5 Ghz networks.  It does not display the newer 802.11ac networks which can be transmitted from the CGN3ACR and CGN3ACSMR modems.  There is new pay version out now that does that even if your laptop is not 802.11ac capable as its simply a matter of reading the transmission headers and displaying the networks.

 

http://www.techspot.com/downloads/5936-inssider.html

 

It will also let you determine if you have a problem with other networks interfering with yours, to the point of possibly causing wifi dropouts if the other routers are close enough.



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Re: Problem with wifi connection

IT'S been 10 days, the problem is still here. Honestly, this is a so bad experience with Rogers. I try to contact Rogers tech, they always told me to reboot modem!!!

by the way, i just update my Software Version to 4.5.8.16 (previous one is 4.5.8.13) yesterday. and the problem became this  :    2.4G/5G LED is light, but i still cannot find wifi and i also using inSSIDer and WirelessMon to detect, both of them can't find the wifi !!! and i cannot send this message out because i just lost my wifi and reboot modem again!!! if problem still occur, i could definitly cancel it

 

they also told me to try wifi channel 11, 1, 3 and 6 , it doesn't work. they always drop wifi at morning 8-10 am and 9-11pm everyday, is that cable problem ?

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Re: Problem with wifi connection

By the way, LOL issue is solved.

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Re: Problem with wifi connection

Run a factory reset on the modem by depressing the recessed reset button at the back of the modem.  That should cure the wifi situation.  There is a bug in the firmware version.   Both wifi networks are either up and running or they are both shut down.  If you have both up and running and shut down the 2.4 Ghz network, the 5 Ghz network will also shut down.  That has been fixed for the next version.  What has also been noticed is your situation where the indication that the wifi networks are up and running does not match the actual operational state.  That happens if the modem loses power for any reason.  After the reboot, the indicators do not match the true operating state.  At that point, simply run a factory reset.  This of course requires you to reset all of the parameters.  When that parameter reset is complete, create a backup file using the Backup selection located in the ADMIN.....BACKUP page.  That will be stored on your pc in a location of your choice.  If you ever have to run a factory reset again, when the factory reset is done, go to that same ADMIN....BACKUP page and use the restore function to reload that stored file.  Run a reboot from the ADMIN.... DEVICE RESET page and after the reboot, you're back in business. 

 

Are you still having problems with the modem overheating?  Just wondering.  Where is the modem located in your home?

 

When you are done with the modem reset, can you log into the modem at some point in time, navigate to the STATUS.... DOCSIS WAN page, copy the downstream and upstream tables and paste them into this thread.  Those tables contain the RG-6 cable signal levels and signal to noise ratios.  They might be worth a quick look just to see if there are any cable issues going on.

 

Your problem with wifi is most likely due to the fact that you are using a 2.4 Ghz wifi network and probably live in an area where there are numerous 2.4 Ghz routers running.  That means that you are competing with other routers for clear channels which just don't exist.  If you look at the inSSIDer display, you should be able to tell how many other routers your laptop can detect.  The important point is how many other routers are running on the same channel as your modem, and what is the receive power differential between your network receive power and that of the next network on the same or overlapping channel.  Ideally, if you look at the table display within inSSIDer, you should see a 40 to 50 dbmw difference or more in order to allow your modem and laptop to communicate without any issues.  If that power differential is less than that, it means that there are other routers fairly close to where you live, interfering with your network.  That is a problem of the 2.4 Ghz network design.  Too many users and too few channels, which is why moving up to the 5 Ghz channel space might be your best option.  That will depend on what the inSSIDer display shows, including the 5 Ghz network bands.  So, if you have a dual band laptop and still run on the 2.4 Ghz network, consider moving up to the 5 Ghz band.



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Re: Problem with wifi connection

hi @Datalink

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 693000000 256QAM 0.900 89 38.983
2 591000000 256QAM 3.900 73 38.983
3 597000000 256QAM 3.800 74 38.605
4 603000000 256QAM 3.800 75 40.366
5 609000000 256QAM 3.700 76 38.983
6 615000000 256QAM 3.200 77 38.605
7 621000000 256QAM 2.900 78 38.983
8 633000000 256QAM 2.800 79 38.983
9 639000000 256QAM 3.100 80 38.983
10 645000000 256QAM 2.500 81 38.983
11 651000000 256QAM 2.400 82 38.983
12 657000000 256QAM 2.100 83 38.605
13 663000000 256QAM 2.100 84 38.605
14 669000000 256QAM 1.600 85 38.605
15 675000000 256QAM 1.600 86 38.605
16 681000000 256QAM 1.000 87 38.605
17 687000000 256QAM 1.200 88 38.983
Upstream Overview
Port ID Frequency (MHz) Modulation Signal Strength (dBmV) Channel ID BandWidth
1 30596000 ATDMA - 64QAM 37.750 6 6400000
2 23700000 ATDMA - 64QAM 37.750 7 6400000
3 38596000 ATDMA - 64QAM 37.750 5 3200000

 

call rogers this morning, they are doing factory reset for me, than it drop wifi connect more frequently(drop wifi everyone 10-15 minutes, it was drop wifi connection twice at morning and twice at evening), than i brought modem to rogers store to exchange. it works until 9:30 pm (actually it is magic time, most wifi drop occurs around 9 : 30 am/pm). right now ,in this one hour (9:30-10:20), it drop 4 times so far and now i'm using cable. so please check my data previous and i would buy a router tormorrow to see what the problem is and that is the last chance for me to stay in rogers.

get few more questions:

1. if i buy a router, should i need to disable modem wifi ?

2. if i want to cancel it, how do they charge me ? it's been installed service in 16th june(about 10 days so far)