cancel
Showing results for 
Search instead for 
Did you mean: 

Random Internet Disconnects/Modem Flapping

Sall
I'm here a lot

I'm not sure what to do anymore, I've been having this problem ever since I've switched over to Ignite for Internet, TV and Phone.

The internet randomly disconnects and I lose TV and Phone too. Checking the modem it's the same sequence of events every single time. If I'm gaming, watching TV, browsing the services will freeze, moments later the modem will go from solid white to flashing orange, then flashing green and then solid white again. After 2 minutes the internet comes back along with TV and Phone.

It's almost like the modem loses connection with rogers and attempts to re-establish it. I've called tech support 50+ times now, had 3 tech visits, had the modem replaced too. Still the same issue. They've verified that the signals are good on my end.

2 days ago, I had zero issues, no random disconnects. Then yesterday and today I'm suffering random disconnects at least once every 20 - 30 minutes.

I'm in the Islington and Finch area. This is my last attempt to solving this issue before I decide to cancel all my Rogers services.

 

 

 

***Edited Labels***

10 REPLIES 10

Re: Random Internet Disconnects/Modem Flapping

Datalink
Resident Expert
Resident Expert

@Sall follow this link @CommunityHelps which is the collective address for the moderators.  You will see a link to send a private message on the right hand side.  Follow that link to the message composition page.  The address will fill in automatically.  Fill in the subject, possibly "Random Internet Disconnects/Modem Flapping" and in the details, point to your post, which is located here (copy the following link) or enter the details that you consider are pertinent to the current situation:

 

Random Internet Disconnects/Modem Flapping - Rogers Community

 

Also include your account number and ask for a Senior Tech.  By now, after three contractor visits, I believe that you should be able to request a Senior Tech who is a real Rogers tech.  

 

When you get a response from the moderators and are logged into the forum, you will see a number overlaying the mail symbol in the upper right hand corner of the web page.  Follow that link down to your message inbox to see the response and to respond to it if required. 

 

If you have the time and patience for it, can you copy and paste the modem signal levels? To do that, go to http://10.0.0.1/ , log into your modem and go to "Gateway > Connection > Rogers Network". You will see three tables on that page, downstream and upstream signal levels and codeword stats. To copy those tables, one at a time, park your curser just ahead of the first character in the table's top left hand cell, hold down the shift key and scroll down to just after the last character in the bottom right hand table cell. Release the shift key and with the table cells highlighted or selected, use Ctrl c to copy the data. In a post, use Ctrl v to paste in the table data. That should result in a table in the post that looks like the table in the modem's User Interface. Repeat the same procedure for the other two tables. A horizontal scroll bar will be automatically generated, which will allow readers to scroll horizontally thru the data tables.

Re: Random Internet Disconnects/Modem Flapping

Breadwinka
I plan to stick around

Sounds exactly like the issue im having.

Re: Random Internet Disconnects/Modem Flapping

Sall
I'm here a lot

Hi, thanks for the response. Here are the tables:

IndexLock StatusFrequencySNRPower LevelModulation

Downstream
Channel Bonding Value
15
1
2
3
4
5
6
7
8
9
10
11
12
13
14
16
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
645 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
651 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
40.2 dB
38.4 dB
39.9 dB
39.6 dB
39.3 dB
39.7 dB
39.9 dB
39.9 dB
40.1 dB
40.0 dB
40.1 dB
40.1 dB
40.3 dB
40.1 dB
40.0 dB
40.3 dB
40.0 dB
40.2 dB
40.3 dB
40.5 dB
40.8 dB
41.2 dB
41.3 dB
41.3 dB
41.1 dB
41.2 dB
41.3 dB
40.8 dB
40.2 dB
39.9 dB
40.0 dB
39.7 dB
38.0 dB
-3.4 dBmV
-5.8 dBmV
-4.3 dBmV
-4.8 dBmV
-5.1 dBmV
-4.5 dBmV
-4.0 dBmV
-4.2 dBmV
-3.5 dBmV
-3.7 dBmV
-3.4 dBmV
-3.4 dBmV
-3.1 dBmV
-3.5 dBmV
-3.9 dBmV
-3.4 dBmV
-4.2 dBmV
-3.9 dBmV
-3.7 dBmV
-3.1 dBmV
-3.1 dBmV
-2.3 dBmV
-1.7 dBmV
-1.8 dBmV
-2.2 dBmV
-2.0 dBmV
-1.8 dBmV
-2.4 dBmV
-4.1 dBmV
-4.3 dBmV
-4.4 dBmV
-4.6 dBmV
-5.7 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
43.3 dBmV
44.0 dBmV
44.3 dBmV
44.0 dBmV
QAM
QAM
QAM
QAM
TDMA_AND_ATDMA
ATDMA
ATDMA
ATDMA

    
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
241764768
201298796
201345623
206542104
205505403
205727804
205933378
206176380
207841456
176056555
168552909
168866524
169047186
169274113
169299739
169290353
169528904
169726739
169953841
170364158
171721755
171922743
172181547
172373968
172577497
174316117
174533978
174749071
178892191
179292383
179484985
179372014
241764768
2718170505
34967
1242
1359
1261
6115
5995
6235
5359
4958
4697
4735
4280
3289
3604
3418
3278
2723
3743
7928
3171
2531
2298
2447
2360
6821
3521
2059
1452
2211
1322
1398
2718170505
647367227
30658
1879
2289
2622
7620
7285
6832
6510
6366
6375
6187
5549
5228
5270
5134
4529
4305
6223
11758
4598
4140
4153
4361
4248
11872
4934
3573
2042
3034
1933
1756
647367227

Re: Random Internet Disconnects/Modem Flapping

Datalink
Resident Expert
Resident Expert

@Sall fwiw, here's a plot of the Downstream QAM signal levels. 

 

@Sall QAM Downstream Signal Levels.png

 

 One of the moderators will have to approve the image so that its publicly available.

 

All of the QAM signal levels are low.  That line should be a horizontal line at 0 dBmV, running from 200 Mhz all the way up to 900 Mhz.  So, one problem is the low signal levels.  Your modem is probably running its downstream data via the single Orthogonal Frequency Division Multioplex (OFDM) channel, which runs from 350 Mhz up to approx 447 Mhz.  That isn't plotted on the plot, but, understand that the OFDM channel signal levels are low, running at less than optimal signal levels and with a signal slope, instead of a steady signal level.  That OFDM channel is comprised of thousands of low power sub-carriers, with very strong error correction capability.

 

Having said that, looking at the Error Codeword data, it shows a high number of Correctable and Uncorrectable codewords for QAM channel 1 and the OFDM channel 33.  QAM channel 1 is at 279 Mhz, the OFDM channel runs from 350 to 447 Mhz.  My interpretation is that you have a noise problem in the lower 500 Mhz range of your cable system, either from an internal or external source.  What's interesting is that the signal to noise ratios look ok.  There's a slight drop for both of those channels , QAM channel 1 and OFDM channel 33, but that drop is minimal and shouldn't have any impact on the channel performance.  So, there's something that doesn't add up  when you look at the Correctable and Uncorrected codewords and the relatively high signal to noise ratios.  Personal opinion, they don't match up, which makes me wonder about the signal to noise calculations that the modem does.  You have Uncorrected Codewords throughout the QAM channels but their not showing large numbers at all. 

 

The missing part of the puzzle here is the signal to noise ratios at the Cable Modem Termination System (CMTS).  The CMTS doesn't report its receive data levels back to the modem, but, the moderators and field techs have access to that data.  The modem transmit levels aren't out of line.  The usual output levels are 36 to 40 dBmV, so, your transmit levels are a little elevated.  Where they currently are should not be an issue at all.  

 

If your previous modem was one of the black Hitron modem, it could only use the QAM channels which run at much higher signal levels.  If your previous modem was the white Hitron CODA-4582, that modem also used the Downstream OFDM channel as well as an Upstream OFDM channel which isn't showing up on your upstream data.  So, the question is, what modem were you running before?  That potentially adds some explanation to present problems.  Did you have any internet issues prior to switching to the Ignite XB 6 or 7?

 

If you look at the cable connection point, where the inbound external cable connects to the modem cable, they should be connected with an F-81 connector, which looks like this:

 

https://www.homedepot.ca/product/ideal-3ghz-f-splice-adapter-10-pack-/1000751479

 

If you take a look at that connection point, there should not be an amplifier or a splitter installed which connects the two cables.  The cables should be connected with that F-81 connector.

Re: Random Internet Disconnects/Modem Flapping

Datalink
Resident Expert
Resident Expert

@Sall are you using a power bar of any type?  Not a UPS, but a power bar.  If you are using one, for test purposes, disconnect the power bar completely.  Disconnect it from the wall socket and the connected equipment and run the connected equipment from extension cords if necessary.  Run the modem for an hour or two, or more, and then repost the signal levels.  

Re: Random Internet Disconnects/Modem Flapping

Sall
I'm here a lot

@Datalink nope, the modem is connected directly to the outlet/wall socket (bottom slot).

My previous modem was the black hitron CGN3. I didn't have any isssues with my previous modem.

Re: Random Internet Disconnects/Modem Flapping

Sall
I'm here a lot

So I tried using a different coax cable (it's really short so it won't be practical to use) and here are the tables. The Power level seems a bit better? Error codewords are still high, this is a few minutes after connecting / restarting the modem, so I think the issue is outside the house in the neighboorhood maybe?

IndexLock StatusFrequencySNRPower LevelModulation
Downstream
Channel Bonding Value
15
1
2
3
4
5
6
7
8
9
10
11
12
13
14
16
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
645 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
651 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
40.8 dB
39.0 dB
40.7 dB
40.3 dB
40.3 dB
40.6 dB
40.5 dB
40.5 dB
40.7 dB
40.5 dB
40.7 dB
40.7 dB
40.9 dB
40.7 dB
40.7 dB
40.9 dB
40.8 dB
40.8 dB
40.9 dB
41.0 dB
41.4 dB
41.7 dB
41.9 dB
41.8 dB
41.7 dB
41.8 dB
41.7 dB
41.2 dB
41.0 dB
40.8 dB
40.8 dB
40.7 dB
38.5 dB
0.8 dBmV
-3.5 dBmV
-1.8 dBmV
-2.3 dBmV
-2.3 dBmV
-1.0 dBmV
-1.1 dBmV
-1.5 dBmV
-1.1 dBmV
-1.1 dBmV
-1.0 dBmV
0.7 dBmV
0.5 dBmV
-1.2 dBmV
-1.1 dBmV
0.8 dBmV
-1.4 dBmV
-1.6 dBmV
-1.1 dBmV
0.5 dBmV
0.3 dBmV
0.4 dBmV
0.9 dBmV
0.7 dBmV
0.4 dBmV
0.7 dBmV
0.8 dBmV
0.1 dBmV
-1.4 dBmV
-1.5 dBmV
-1.8 dBmV
-1.9 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
43.5 dBmV
44.5 dBmV
43.3 dBmV
43.0 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
8548671
5415050
5420684
5427160
5434543
5440856
5447032
5453607
5460160
5465590
5471488
5477475
5484180
5489603
5495339
5501508
5504990
5511022
5518020
5524885
5531419
5537434
5543029
5548609
5554943
5560774
5566302
5573427
5579703
5585818
5588511
5592280
8548671
8025986
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
8025986
243
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
243

Re: Random Internet Disconnects/Modem Flapping

Datalink
Resident Expert
Resident Expert

Fwiw, looking at your comment that you were running a black Hitron modem prior to this, that means that the Hitron modem was only running QAM downstream channels 1 to 32.  Now, with the Comcast XB6 or XB7 modem installed, you're most likely running the downstream data via the single Orthogonal Frequency Division Multiplex (OFDM) channel (channel 33).  And, ..... you're running into problems with that configuration.  Personal opinion, you need a Senior Tech to address the error counts in channel 1 (QAM) running at 279 Mhz and the OFDM channel which runs from 350 Mhz up to 447 Mhz.  Both of those are running low signal levels as well.  A contractor tech will most likely be of no assistance.  You need a Senior Tech (real Rogers tech) or a maintenance crew to address the noise and resulting error issues in the lower 200 to 500 Mhz range of the cable system.  My guess is that it's a combination of noise in the system and low signal levels from the neighbourhood node.  

 

So, contact the moderators @CommunityHelps to see what they can do to arrange a Senior Tech visit.  Follow that link to their public page when you're logged into the forum.  On the right-hand side of that page is a link to send a message to the moderators at @CommunityHelps.  Follow that link to the message composition page and fill in the subject line and details, including your account number and MAC address from the modem if you can easily grab it from the modem's user interface.   The MAC address makes it easier to find the modem on the network. The message address will fill in automatically. 

 

When any of the moderators sends you a response, when you're logged into the forum, you will see a number overlaying the mail symbol which is at the upper right hand corner of the page.  Follow that link down to the message inbox to see the response.

Random Internet Disconnects/Modem Flapping

Sall
I'm here a lot

Hey just commenting here to closse the loop. About 3-4 weeks ago a ssenior tech came by and replaced the line going to the house (cable box on the side of the house) the old cable was really old and chewed up by squirrels. He did keep part of the old cable intact and used it as an anchor to zip tie the new cable LOL.

It's been 3 weeks since then and I've only had a couple disconnects in the early morning. No issues for 2 weeks so far 🙂 I do get occassional lag spikes in games but normally I'm at 36 ms average. So yeah, looks like that solved the problem.

Here are the readings from my router:

IndexLock StatusFrequencySNRPower LevelModulation

Downstream
Channel Bonding Value
17
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
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
657 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
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
40.3 dB
38.6 dB
40.3 dB
40.2 dB
40.0 dB
40.2 dB
40.2 dB
40.0 dB
40.2 dB
40.0 dB
40.3 dB
40.5 dB
40.6 dB
40.5 dB
40.5 dB
40.5 dB
40.6 dB
40.5 dB
40.6 dB
39.9 dB
41.0 dB
41.4 dB
41.5 dB
41.6 dB
41.5 dB
41.6 dB
41.5 dB
41.1 dB
40.4 dB
40.2 dB
40.3 dB
40.3 dB
38.3 dB
-1.3 dBmV
-3.2 dBmV
-1.3 dBmV
-1.4 dBmV
-2.0 dBmV
0.8 dBmV
0.8 dBmV
-1.5 dBmV
0.9 dBmV
-1.8 dBmV
-1.1 dBmV
0.6 dBmV
0.1 dBmV
0.4 dBmV
0.7 dBmV
0.4 dBmV
0.2 dBmV
0.8 dBmV
0.8 dBmV
0.0 dBmV
0.1 dBmV
0.9 dBmV
1.4 dBmV
1.2 dBmV
1.0 dBmV
1.2 dBmV
1.5 dBmV
0.8 dBmV
-1.7 dBmV
-1.9 dBmV
-1.6 dBmV
-1.6 dBmV
-2.9 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
38.0 dBmV
39.5 dBmV
40.8 dBmV
40.8 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
3916202161
10421222
86995375
87027085
87078959
87107641
87136862
87150479
87165374
87185751
87362524
87366512
87383457
87395194
87396305
87418197
87446913
87436762
87323780
87358996
87617790
87530008
87687538
87481291
87376009
27588645
87736964
87764349
112913025
112947969
112971668
112958408
3916202161
2219896044
204
535
452
567
409
307
435
519
404
358
251
352
281
446
397
389
8619
84119
56196
13908
74413
381
65223
109174
12482
4323
271
966
1075
557
628
2219896044
126748372
661
2197
1141
2168
1684
1196
2152
1873
1767
1646
1163
1598
1158
2126
1660
1676
20197
92726
94424
25577
69620
1588
142306
230744
20785
6773
1093
3997
4667
2170
2753
126748372

Re: Random Internet Disconnects/Modem Flapping

Sall
I'm here a lot

Unfortunately this problem happens again today 3 times in a row. I'm moving on from Rogers, you people don't know how to solve this problem.

Topic Stats
  • 10 replies
  • 2934 views
  • 0 Likes
  • 3 in conversation