@mascf1 wrote:
Sadly this hasn’t fixed the issue and the modem is still losing connection and rebooting itself. This has been happening every day this week and I’m fed up with Rogers!
You currently have strong (but not too strong) Downstream power levels and good SNR stats, and normal upstream power levels.
Are you currently using your own router, with Bridge Mode enabled on your Ignite gateway? (Totally fine if you are. In this this config, there are fewer things running on the Ignite gateway that could trigger a reboot.)
I would also plug the Ignite gateway directly into wall power, not into a power bar, to see of that improves stability. (Unless you have really noisy/unclean wall power, which could also cause all sorts of weird issues.)
Otherwise, I don't think that there is much more that you can do. Even with good signal levels to your modem, there are still things at the DOCSIS level that could trigger a DOCSIS WAN reset or cause the modem to reboot. Sure, the Ignite gateways can be twitchy, but in the 2+ years that I have been an Ignite TV customer, my XB6's Internet connection has always been solid.
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RogersMoin
@mdallen Ignite Internet is the same as Rogers legacy Internet, just with a different modem. Switching to Ignite Internet will not make existing, long-term problems go away.
I don't know why your Internet service is constantly dropping. If you post your modem's signal levels and error stats (log into your Ignite gateway and go to Gateway > Connection > Rogers Network) we can confirm whether or not they are withing spec, but Rogers is also fully capable of confirming that as well, and more. If it is a signal-related issue, problems with DOCSIS channels dropping, or some interoperability issue between the modem and CMTS, only Rogers can troubleshoot and fix that.
You can also send a private message to @CommunityHelps and ask them for a second opinion. They are a great group of people and have helped many with getting the right teams within Rogers engaged to investigate and resolve complex issues.
@mdallen wrote:
What is the best way to copy the logs so you can see them?
https://communityforums.rogers.com/t5/Community-Lounge/posting-data-from-modem-how/m-p/485734
@mdallen Your Downstream power levels are on the low side on some channels but they are still technically within the allowable range, at least as far as Rogers is concerned. If you are getting a ton of Uncorrectable Codewords errors, especially on the downstream OFDM channel, then that is not good, and Rogers would need to send a senior tech (and possibly a maintenance crew) to investigate further.
@mdallen Yeah, that's bad. Very bad. Your connection is definitely not healthy. I would definitely contact @CommunityHelps for assistance.
Depending on how long the modem has been running, you could have a cable noise problem. If the modem has only been running for a short period of time, an hour or two maybe, you definitely have a noise problem.
@mdallen Further to what @Datalink said, it could be a noise issue. It could also be due to something as simple as a bad coax patch cable. It could also be a problem with the Rogers line going into your home. Regardless, if those error counts continue to increase, that's not good.
Before rebooting your Ignite gateway, I would also give Rogers an opportunity to troubleshoot and look at your modem's logs.
When you do reboot your gateway, I would power cycle it. If you have your gateway plugged into a power bar, when you unplug it, I would plug it back in directly into a wall outlet, and unplug that power bar completely. (If the power bar has gone bad, it could leak noise and cause all sorts of problems.
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