Wired Internet Keeps Flapping /Dropping Out Several Times a Day

[ab45]

We're having an issue where our internet (wired) keeps stopping at least twice a day(Cambridge / Hespeler area).    All traffic seems to just stop for 10-30 seconds, and then continues for a few seconds as if nothing happened, then stops again for 10-30 seconds.  This repeats usually 5-10 times and then returns to normal.

Here is me pinging the rogers gateway IP during one of the outages.

24 bytes from 99.255.54.1: icmp_seq=162 ttl=63 time=17112 ms
24 bytes from 99.255.54.1: icmp_seq=163 ttl=63 time=16142 ms
24 bytes from 99.255.54.1: icmp_seq=164 ttl=63 time=15141 ms
24 bytes from 99.255.54.1: icmp_seq=165 ttl=63 time=14145 ms
24 bytes from 99.255.54.1: icmp_seq=166 ttl=63 time=13148 ms
24 bytes from 99.255.54.1: icmp_seq=167 ttl=63 time=12153 ms
24 bytes from 99.255.54.1: icmp_seq=168 ttl=63 time=11147 ms
24 bytes from 99.255.54.1: icmp_seq=169 ttl=63 time=10140 ms
24 bytes from 99.255.54.1: icmp_seq=170 ttl=63 time=9134 ms
24 bytes from 99.255.54.1: icmp_seq=171 ttl=63 time=8132 ms
24 bytes from 99.255.54.1: icmp_seq=172 ttl=63 time=7123 ms
24 bytes from 99.255.54.1: icmp_seq=173 ttl=63 time=6109 ms
24 bytes from 99.255.54.1: icmp_seq=174 ttl=63 time=5102 ms
24 bytes from 99.255.54.1: icmp_seq=175 ttl=63 time=4089 ms
24 bytes from 99.255.54.1: icmp_seq=176 ttl=63 time=3078 ms
24 bytes from 99.255.54.1: icmp_seq=177 ttl=63 time=2066 ms
24 bytes from 99.255.54.1: icmp_seq=178 ttl=63 time=1053 ms
24 bytes from 99.255.54.1: icmp_seq=179 ttl=63 time=86.6 ms
24 bytes from 99.255.54.1: icmp_seq=180 ttl=63 time=11.0 ms
24 bytes from 99.255.54.1: icmp_seq=181 ttl=63 time=16.8 ms
24 bytes from 99.255.54.1: icmp_seq=182 ttl=63 time=10.1 ms
24 bytes from 99.255.54.1: icmp_seq=183 ttl=63 time=11.4 ms
24 bytes from 99.255.54.1: icmp_seq=184 ttl=63 time=10.4 ms
24 bytes from 99.255.54.1: icmp_seq=185 ttl=63 time=14.6 ms
24 bytes from 99.255.54.1: icmp_seq=186 ttl=63 time=12.3 ms
24 bytes from 99.255.54.1: icmp_seq=187 ttl=63 time=8.39 ms
24 bytes from 99.255.54.1: icmp_seq=188 ttl=63 time=16.5 ms
24 bytes from 99.255.54.1: icmp_seq=189 ttl=63 time=12.2 ms
24 bytes from 99.255.54.1: icmp_seq=190 ttl=63 time=8.67 ms
24 bytes from 99.255.54.1: icmp_seq=191 ttl=63 time=13.9 ms
24 bytes from 99.255.54.1: icmp_seq=192 ttl=63 time=11.3 ms
24 bytes from 99.255.54.1: icmp_seq=193 ttl=63 time=8.77 ms
24 bytes from 99.255.54.1: icmp_seq=194 ttl=63 time=16.6 ms
24 bytes from 99.255.54.1: icmp_seq=195 ttl=63 time=9.52 ms
24 bytes from 99.255.54.1: icmp_seq=196 ttl=63 time=12.5 ms
24 bytes from 99.255.54.1: icmp_seq=197 ttl=63 time=10.7 ms
24 bytes from 99.255.54.1: icmp_seq=198 ttl=63 time=11.0 ms
24 bytes from 99.255.54.1: icmp_seq=199 ttl=63 time=10.2 ms
24 bytes from 99.255.54.1: icmp_seq=200 ttl=63 time=11.7 ms
24 bytes from 99.255.54.1: icmp_seq=201 ttl=63 time=18.3 ms
24 bytes from 99.255.54.1: icmp_seq=202 ttl=63 time=12.10 ms
24 bytes from 99.255.54.1: icmp_seq=203 ttl=63 time=11.9 ms
24 bytes from 99.255.54.1: icmp_seq=204 ttl=63 time=16646 ms
24 bytes from 99.255.54.1: icmp_seq=205 ttl=63 time=15650 ms
24 bytes from 99.255.54.1: icmp_seq=206 ttl=63 time=14637 ms
24 bytes from 99.255.54.1: icmp_seq=207 ttl=63 time=13629 ms
24 bytes from 99.255.54.1: icmp_seq=208 ttl=63 time=12613 ms
24 bytes from 99.255.54.1: icmp_seq=209 ttl=63 time=11598 ms
24 bytes from 99.255.54.1: icmp_seq=210 ttl=63 time=10592 ms
24 bytes from 99.255.54.1: icmp_seq=211 ttl=63 time=9580 ms
24 bytes from 99.255.54.1: icmp_seq=212 ttl=63 time=8565 ms
24 bytes from 99.255.54.1: icmp_seq=213 ttl=63 time=7554 ms
24 bytes from 99.255.54.1: icmp_seq=214 ttl=63 time=6535 ms
24 bytes from 99.255.54.1: icmp_seq=215 ttl=63 time=5525 ms
24 bytes from 99.255.54.1: icmp_seq=216 ttl=63 time=4512 ms
24 bytes from 99.255.54.1: icmp_seq=217 ttl=63 time=3501 ms
24 bytes from 99.255.54.1: icmp_seq=218 ttl=63 time=2485 ms
24 bytes from 99.255.54.1: icmp_seq=219 ttl=63 time=1474 ms
24 bytes from 99.255.54.1: icmp_seq=220 ttl=63 time=459 ms
24 bytes from 99.255.54.1: icmp_seq=221 ttl=63 time=14.1 ms
24 bytes from 99.255.54.1: icmp_seq=222 ttl=63 time=10.5 ms
24 bytes from 99.255.54.1: icmp_seq=223 ttl=63 time=14.6 ms
24 bytes from 99.255.54.1: icmp_seq=224 ttl=63 time=8.17 ms
24 bytes from 99.255.54.1: icmp_seq=225 ttl=63 time=11.7 ms
24 bytes from 99.255.54.1: icmp_seq=226 ttl=63 time=11.9 ms
24 bytes from 99.255.54.1: icmp_seq=227 ttl=63 time=17.4 ms
24 bytes from 99.255.54.1: icmp_seq=228 ttl=63 time=34165 ms
24 bytes from 99.255.54.1: icmp_seq=229 ttl=63 time=33194 ms
24 bytes from 99.255.54.1: icmp_seq=230 ttl=63 time=32190 ms
24 bytes from 99.255.54.1: icmp_seq=231 ttl=63 time=31187 ms
24 bytes from 99.255.54.1: icmp_seq=232 ttl=63 time=30181 ms
24 bytes from 99.255.54.1: icmp_seq=233 ttl=63 time=29172 ms
24 bytes from 99.255.54.1: icmp_seq=234 ttl=63 time=28159 ms
24 bytes from 99.255.54.1: icmp_seq=235 ttl=63 time=27155 ms
24 bytes from 99.255.54.1: icmp_seq=236 ttl=63 time=26145 ms
24 bytes from 99.255.54.1: icmp_seq=237 ttl=63 time=25134 ms
24 bytes from 99.255.54.1: icmp_seq=238 ttl=63 time=24128 ms
24 bytes from 99.255.54.1: icmp_seq=239 ttl=63 time=23118 ms
24 bytes from 99.255.54.1: icmp_seq=240 ttl=63 time=22098 ms
24 bytes from 99.255.54.1: icmp_seq=241 ttl=63 time=21079 ms
24 bytes from 99.255.54.1: icmp_seq=242 ttl=63 time=20072 ms
24 bytes from 99.255.54.1: icmp_seq=243 ttl=63 time=19055 ms
24 bytes from 99.255.54.1: icmp_seq=244 ttl=63 time=18038 ms
24 bytes from 99.255.54.1: icmp_seq=245 ttl=63 time=17021 ms
24 bytes from 99.255.54.1: icmp_seq=246 ttl=63 time=15999 ms
24 bytes from 99.255.54.1: icmp_seq=247 ttl=63 time=14979 ms
24 bytes from 99.255.54.1: icmp_seq=248 ttl=63 time=13956 ms
24 bytes from 99.255.54.1: icmp_seq=249 ttl=63 time=12933 ms
24 bytes from 99.255.54.1: icmp_seq=250 ttl=63 time=11913 ms
24 bytes from 99.255.54.1: icmp_seq=251 ttl=63 time=10924 ms
24 bytes from 99.255.54.1: icmp_seq=252 ttl=63 time=9916 ms
24 bytes from 99.255.54.1: icmp_seq=253 ttl=63 time=8897 ms
24 bytes from 99.255.54.1: icmp_seq=254 ttl=63 time=7876 ms
24 bytes from 99.255.54.1: icmp_seq=255 ttl=63 time=6861 ms
24 bytes from 99.255.54.1: icmp_seq=256 ttl=63 time=5844 ms
24 bytes from 99.255.54.1: icmp_seq=257 ttl=63 time=4847 ms
24 bytes from 99.255.54.1: icmp_seq=258 ttl=63 time=3840 ms
24 bytes from 99.255.54.1: icmp_seq=259 ttl=63 time=2820 ms
24 bytes from 99.255.54.1: icmp_seq=260 ttl=63 time=1823 ms
24 bytes from 99.255.54.1: icmp_seq=261 ttl=63 time=825 ms
24 bytes from 99.255.54.1: icmp_seq=262 ttl=63 time=10.6 ms
24 bytes from 99.255.54.1: icmp_seq=263 ttl=63 time=13.2 ms
24 bytes from 99.255.54.1: icmp_seq=264 ttl=63 time=10.5 ms
24 bytes from 99.255.54.1: icmp_seq=265 ttl=63 time=14.1 ms
24 bytes from 99.255.54.1: icmp_seq=266 ttl=63 time=12.10 ms
24 bytes from 99.255.54.1: icmp_seq=267 ttl=63 time=12.3 ms
24 bytes from 99.255.54.1: icmp_seq=268 ttl=63 time=18.5 ms
24 bytes from 99.255.54.1: icmp_seq=269 ttl=63 time=12.6 ms
24 bytes from 99.255.54.1: icmp_seq=270 ttl=63 time=10.3 ms
24 bytes from 99.255.54.1: icmp_seq=271 ttl=63 time=16.2 ms
24 bytes from 99.255.54.1: icmp_seq=272 ttl=63 time=11.0 ms
24 bytes from 99.255.54.1: icmp_seq=273 ttl=63 time=13.1 ms
24 bytes from 99.255.54.1: icmp_seq=274 ttl=63 time=14.6 ms
24 bytes from 99.255.54.1: icmp_seq=275 ttl=63 time=17.10 ms
24 bytes from 99.255.54.1: icmp_seq=276 ttl=63 time=11.7 ms
24 bytes from 99.255.54.1: icmp_seq=277 ttl=63 time=12.10 ms
24 bytes from 99.255.54.1: icmp_seq=278 ttl=63 time=13.1 ms
24 bytes from 99.255.54.1: icmp_seq=279 ttl=63 time=10.8 ms
24 bytes from 99.255.54.1: icmp_seq=280 ttl=63 time=6.79 ms
24 bytes from 99.255.54.1: icmp_seq=281 ttl=63 time=11.3 ms
24 bytes from 99.255.54.1: icmp_seq=282 ttl=63 time=15.6 ms
24 bytes from 99.255.54.1: icmp_seq=283 ttl=63 time=11.2 ms
24 bytes from 99.255.54.1: icmp_seq=284 ttl=63 time=16.10 ms
24 bytes from 99.255.54.1: icmp_seq=285 ttl=63 time=15.10 ms
24 bytes from 99.255.54.1: icmp_seq=286 ttl=63 time=13.5 ms
24 bytes from 99.255.54.1: icmp_seq=287 ttl=63 time=9.13 ms
24 bytes from 99.255.54.1: icmp_seq=288 ttl=63 time=9.11 ms
24 bytes from 99.255.54.1: icmp_seq=289 ttl=63 time=16.5 ms
24 bytes from 99.255.54.1: icmp_seq=290 ttl=63 time=13416 ms
24 bytes from 99.255.54.1: icmp_seq=291 ttl=63 time=12432 ms
24 bytes from 99.255.54.1: icmp_seq=292 ttl=63 time=11438 ms
24 bytes from 99.255.54.1: icmp_seq=293 ttl=63 time=10447 ms
24 bytes from 99.255.54.1: icmp_seq=294 ttl=63 time=9461 ms
24 bytes from 99.255.54.1: icmp_seq=295 ttl=63 time=8465 ms
24 bytes from 99.255.54.1: icmp_seq=296 ttl=63 time=7457 ms
24 bytes from 99.255.54.1: icmp_seq=297 ttl=63 time=6459 ms
24 bytes from 99.255.54.1: icmp_seq=298 ttl=63 time=5449 ms
24 bytes from 99.255.54.1: icmp_seq=299 ttl=63 time=4441 ms
24 bytes from 99.255.54.1: icmp_seq=300 ttl=63 time=3430 ms
24 bytes from 99.255.54.1: icmp_seq=301 ttl=63 time=2421 ms
24 bytes from 99.255.54.1: icmp_seq=302 ttl=63 time=1412 ms
24 bytes from 99.255.54.1: icmp_seq=303 ttl=63 time=400 ms
24 bytes from 99.255.54.1: icmp_seq=304 ttl=63 time=17.4 ms
24 bytes from 99.255.54.1: icmp_seq=305 ttl=63 time=4.47 ms
24 bytes from 99.255.54.1: icmp_seq=306 ttl=63 time=19.9 ms
24 bytes from 99.255.54.1: icmp_seq=307 ttl=63 time=17.0 ms
24 bytes from 99.255.54.1: icmp_seq=308 ttl=63 time=10.9 ms
24 bytes from 99.255.54.1: icmp_seq=309 ttl=63 time=29.0 ms
24 bytes from 99.255.54.1: icmp_seq=310 ttl=63 time=7.56 ms
24 bytes from 99.255.54.1: icmp_seq=311 ttl=63 time=6.09 ms
24 bytes from 99.255.54.1: icmp_seq=312 ttl=63 time=5.62 ms
24 bytes from 99.255.54.1: icmp_seq=313 ttl=63 time=11.2 ms
24 bytes from 99.255.54.1: icmp_seq=314 ttl=63 time=12.8 ms
24 bytes from 99.255.54.1: icmp_seq=315 ttl=63 time=6.74 ms
24 bytes from 99.255.54.1: icmp_seq=316 ttl=63 time=4.79 ms
24 bytes from 99.255.54.1: icmp_seq=317 ttl=63 time=12.3 ms
24 bytes from 99.255.54.1: icmp_seq=318 ttl=63 time=11.7 ms
24 bytes from 99.255.54.1: icmp_seq=319 ttl=63 time=13.5 ms
24 bytes from 99.255.54.1: icmp_seq=320 ttl=63 time=9.93 ms
24 bytes from 99.255.54.1: icmp_seq=321 ttl=63 time=18.8 ms
24 bytes from 99.255.54.1: icmp_seq=322 ttl=63 time=14.4 ms
24 bytes from 99.255.54.1: icmp_seq=323 ttl=63 time=16.8 ms
24 bytes from 99.255.54.1: icmp_seq=324 ttl=63 time=17.7 ms
24 bytes from 99.255.54.1: icmp_seq=325 ttl=63 time=10.9 ms
24 bytes from 99.255.54.1: icmp_seq=326 ttl=63 time=19058 ms
24 bytes from 99.255.54.1: icmp_seq=327 ttl=63 time=18077 ms
24 bytes from 99.255.54.1: icmp_seq=328 ttl=63 time=17086 ms
24 bytes from 99.255.54.1: icmp_seq=329 ttl=63 time=16075 ms
24 bytes from 99.255.54.1: icmp_seq=330 ttl=63 time=15072 ms
24 bytes from 99.255.54.1: icmp_seq=331 ttl=63 time=14071 ms
24 bytes from 99.255.54.1: icmp_seq=332 ttl=63 time=13072 ms
24 bytes from 99.255.54.1: icmp_seq=333 ttl=63 time=12075 ms
24 bytes from 99.255.54.1: icmp_seq=334 ttl=63 time=11063 ms
24 bytes from 99.255.54.1: icmp_seq=335 ttl=63 time=10063 ms
24 bytes from 99.255.54.1: icmp_seq=336 ttl=63 time=9078 ms
24 bytes from 99.255.54.1: icmp_seq=337 ttl=63 time=8081 ms
24 bytes from 99.255.54.1: icmp_seq=338 ttl=63 time=7073 ms
24 bytes from 99.255.54.1: icmp_seq=339 ttl=63 time=6055 ms
24 bytes from 99.255.54.1: icmp_seq=340 ttl=63 time=5054 ms
24 bytes from 99.255.54.1: icmp_seq=341 ttl=63 time=4047 ms
24 bytes from 99.255.54.1: icmp_seq=342 ttl=63 time=3043 ms
24 bytes from 99.255.54.1: icmp_seq=343 ttl=63 time=2027 ms
24 bytes from 99.255.54.1: icmp_seq=344 ttl=63 time=1015 ms
24 bytes from 99.255.54.1: icmp_seq=345 ttl=63 time=66.8 ms
24 bytes from 99.255.54.1: icmp_seq=346 ttl=63 time=7.24 ms
24 bytes from 99.255.54.1: icmp_seq=347 ttl=63 time=10.9 ms
24 bytes from 99.255.54.1: icmp_seq=348 ttl=63 time=13.9 ms
24 bytes from 99.255.54.1: icmp_seq=349 ttl=63 time=11.0 ms
24 bytes from 99.255.54.1: icmp_seq=350 ttl=63 time=5.36 ms
24 bytes from 99.255.54.1: icmp_seq=351 ttl=63 time=11.9 ms
24 bytes from 99.255.54.1: icmp_seq=352 ttl=63 time=6.30 ms
24 bytes from 99.255.54.1: icmp_seq=353 ttl=63 time=17.6 ms
24 bytes from 99.255.54.1: icmp_seq=354 ttl=63 time=7.60 ms
24 bytes from 99.255.54.1: icmp_seq=355 ttl=63 time=10.7 ms
24 bytes from 99.255.54.1: icmp_seq=356 ttl=63 time=11.1 ms
24 bytes from 99.255.54.1: icmp_seq=357 ttl=63 time=3.72 ms
24 bytes from 99.255.54.1: icmp_seq=358 ttl=63 time=5.07 ms
24 bytes from 99.255.54.1: icmp_seq=359 ttl=63 time=27544 ms
24 bytes from 99.255.54.1: icmp_seq=360 ttl=63 time=26573 ms
24 bytes from 99.255.54.1: icmp_seq=361 ttl=63 time=25567 ms
24 bytes from 99.255.54.1: icmp_seq=362 ttl=63 time=24587 ms
24 bytes from 99.255.54.1: icmp_seq=363 ttl=63 time=23599 ms
24 bytes from 99.255.54.1: icmp_seq=364 ttl=63 time=22591 ms
24 bytes from 99.255.54.1: icmp_seq=365 ttl=63 time=21581 ms
24 bytes from 99.255.54.1: icmp_seq=366 ttl=63 time=20570 ms
24 bytes from 99.255.54.1: icmp_seq=367 ttl=63 time=19569 ms
24 bytes from 99.255.54.1: icmp_seq=368 ttl=63 time=18558 ms
24 bytes from 99.255.54.1: icmp_seq=369 ttl=63 time=17548 ms
24 bytes from 99.255.54.1: icmp_seq=370 ttl=63 time=16529 ms
24 bytes from 99.255.54.1: icmp_seq=371 ttl=63 time=15523 ms
24 bytes from 99.255.54.1: icmp_seq=372 ttl=63 time=14527 ms
24 bytes from 99.255.54.1: icmp_seq=373 ttl=63 time=13519 ms
24 bytes from 99.255.54.1: icmp_seq=374 ttl=63 time=12511 ms
24 bytes from 99.255.54.1: icmp_seq=375 ttl=63 time=11500 ms
24 bytes from 99.255.54.1: icmp_seq=376 ttl=63 time=10490 ms
24 bytes from 99.255.54.1: icmp_seq=377 ttl=63 time=9475 ms
24 bytes from 99.255.54.1: icmp_seq=378 ttl=63 time=8454 ms
24 bytes from 99.255.54.1: icmp_seq=379 ttl=63 time=7438 ms
24 bytes from 99.255.54.1: icmp_seq=380 ttl=63 time=6424 ms
24 bytes from 99.255.54.1: icmp_seq=381 ttl=63 time=5406 ms
24 bytes from 99.255.54.1: icmp_seq=382 ttl=63 time=4388 ms
24 bytes from 99.255.54.1: icmp_seq=383 ttl=63 time=3367 ms
24 bytes from 99.255.54.1: icmp_seq=384 ttl=63 time=2347 ms
24 bytes from 99.255.54.1: icmp_seq=385 ttl=63 time=1323 ms
24 bytes from 99.255.54.1: icmp_seq=386 ttl=63 time=339 ms
24 bytes from 99.255.54.1: icmp_seq=387 ttl=63 time=17.6 ms
24 bytes from 99.255.54.1: icmp_seq=388 ttl=63 time=14.10 ms
24 bytes from 99.255.54.1: icmp_seq=389 ttl=63 time=12.9 ms
24 bytes from 99.255.54.1: icmp_seq=390 ttl=63 time=6.79 ms
24 bytes from 99.255.54.1: icmp_seq=391 ttl=63 time=10.7 ms

The modem (Hitron CODA-4852) never disconnects.  All the lights stay solid light blue.  The DOCSIS event log shows nothing.  Its like the modem doesn't even notice that anything is wrong.  Had a tech come by on Nov 12, and he found the cable ends outside were rusted.  He replaced them and tested the signal and said its all good, yet this issue seems to be getting worse.  Could it be something on the other (rogers) end?  Anyone else in the area having this issue?

My router comes with a monitoring service (Ubiquiti Edgerouter 4).  Here are all the occurrences that they have logged lately in local time:

https://i.imgur.com/mjGHXPq.png

***Edited Labels***

[ab45]

And it cut out again just now from 2pm-2:06pm

I was reading this other thread and it seems I should request a modem replacement

https://communityforums.rogers.com/t5/Internet/Internet-Keeps-Dropping/td-p/454580

Is 4852U 2A still the newest version available?  Mine is still the old 4852 model it seems.

Edit: Chatted with tech support and apparently there is no such thing as a 2A version?  They asked engineering to monitor my line for 5 days to see if they find any explanation.

[eclairds]

same here. I need remote computer to work but just keep lost connection

[Jummer]

I am having same issue. They tell me it is a T3 timeout and will also monitor for 5 days. I am giving it one more week and if no sign of a resolution will have to try Bell. Cannot work from home with internet randomly stopping throughout the day.

[RogersTony]

Hello, @ab45, @eclairds, & @Jummer

Welcome to the Rogers Community Forums to you all!

I know how important it is to have a consistent internet connection especially if you are working from home. We definitely want to take a look at each of your cases and leverage the community to try to find solutions.

@ab45 & @Jummer - Please let us know what the results of the ticket are, we look forward to hearing from you.

@eclairds - Can you provide us with the results of a PING test and a Traceroute. We should be able to determine if there is packet loss or latency at the root of the issues you are facing. You can find the specific steps on how to perform these tests by visiting our Troubleshooting Latency knowledge base article. 

If the issue is intermittent you may need to run these tests consecutively over a period of 3 - 5 minutes.

We look forward to reviewing the test results.

RogersTony

[Joxer]

Same here, tech just came out and did some repairs outside the house but the internet still drops from 2-5 minutes at a time several times a day.  When this isn't happening, I get 900mbps on a speedtest from my MBP sitting across the room from my Hitron.  Besides this, Rogers refuses to accept any responsibility for YouTube connection speeds that drop below 1mbps regularly, turning my 4k video into a blocky 720p or 360p(~!) mess.  This is all devices, wired or not.

[JoeV]

I am seeing the same issue here in Cambridge. Seems to have started after that last wind storm. I am seeing upwards of 60% packet loss and ping times reaching 200-300ms (if there is even a response).. I am pinging the first hop from my modem as well. 

I am runing a Hitron Coda 4582 Router (bridge mode) and it's got hardware level 1A. with Software 7.1.1.33

I am seeing T3 timeouts in the logs as well as DHCP failures.. 

The SNR looks fine from what it normally is.  most are 33-38dB.  

Currently the packet loss is acceptable but my speeds are 29mbps down and 0.43 up (I am in the gigabit ignite)

Likely need to get a service call but if it's multiple people experiencing this.. then I don't know if that will even help.. this happens 2-3 times a day but lasts for hours.

[eclairds]

Ping statistics for 2607:f8b0:400b:800::2004:
Packets: Sent = 50, Received = 47, Lost = 3 (6% loss),
Approximate round trip times in milli-seconds:
Minimum = 8ms, Maximum = 512ms, Average = 24ms

Ping statistics for 2607:f8b0:400b:809::2004:
Packets: Sent = 50, Received = 46, Lost = 4 (8% loss),
Approximate round trip times in milli-seconds:
Minimum = 8ms, Maximum = 25ms, Average = 10ms

Tracing route to www.google.com [2607:f8b0:400b:800::2004]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 2607:fea8:a320:4a50:200:ff:fe00:2
2 * * * Request timed out.
3 * * * Request timed out.
4 * * * Request timed out.
5 * * * Request timed out.
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 23 ms * * yyz12s04-in-x04.1e100.net [2607:f8b0:400b:800::2004]
11 15 ms 12 ms 10 ms yyz12s04-in-x04.1e100.net [2607:f8b0:400b:800::2004]

Trace complete.

[ab45]

There has been a huge improvement ever since engineering started the monitoring on my connection.  There was only one instance of the packet loss happening in the last 2 days. 

Hopefully they fixed something on their end!   We will have to give it more time to know for sure.

[RogersAndy]

Hey @Joxer @JoeV and @eclairds!

Seeing such intermittent speed/connectivity in your service has got to be terrible :(. Thank you for posting your concerns here in the community. I definitely recommend reviewing our TKB article on troubleshooting slow/intermittent service here as the information provided will help you deliver more helpful information to the community in assisting with troubleshooting your issue.

Are you able to provide the following for us so we can get a better overall view of the issue? (All tests should be with a wired device to your modem)
 - A speed test from speedtest.net

 - A traceroute to google.com using command prompt

 - A capture of your modem's signal levels from it's GUI

If you require additional assistance though from support you can reach out at your leisure or check in with us here @CommunityHelps. For more information on our PM system click here.

Thanks!

@RogersAndy

[eclairds]

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	25900000	64QAM	55.020	2	6400000
2	38700000	64QAM	52.270	4	6400000
3	32300000	64QAM	54.270	3	6400000
4	21100000	64QAM	55.010	1	3200000
5	0	QAM_NONE	-	---	1600000
6	0	QAM_NONE	-	---	1600000
7	0	QAM_NONE	-	---	1600000
8	0	QAM_NONE	-	---	1600000

C:\Users\Eclai>ping -n 50 www.google.com

Pinging www.google.com [2607:f8b0:400b:809::2004] with 32 bytes of data:
Reply from 2607:f8b0:400b:809::2004: time=22ms
Reply from 2607:f8b0:400b:809::2004: time=10ms
Reply from 2607:f8b0:400b:809::2004: time=10ms
Request timed out.
Reply from 2607:f8b0:400b:809::2004: time=59ms
Reply from 2607:f8b0:400b:809::2004: time=28ms
Reply from 2607:f8b0:400b:809::2004: time=68ms
Reply from 2607:f8b0:400b:809::2004: time=98ms
Request timed out.
Reply from 2607:f8b0:400b:809::2004: time=27ms
Reply from 2607:f8b0:400b:809::2004: time=11ms
Reply from 2607:f8b0:400b:809::2004: time=11ms
Reply from 2607:f8b0:400b:809::2004: time=11ms
Reply from 2607:f8b0:400b:809::2004: time=9ms
Reply from 2607:f8b0:400b:809::2004: time=10ms
Reply from 2607:f8b0:400b:809::2004: time=8ms
Reply from 2607:f8b0:400b:809::2004: time=9ms
Reply from 2607:f8b0:400b:809::2004: time=12ms
Reply from 2607:f8b0:400b:809::2004: time=7ms
Reply from 2607:f8b0:400b:809::2004: time=13ms
Reply from 2607:f8b0:400b:809::2004: time=11ms
Reply from 2607:f8b0:400b:809::2004: time=14ms
Reply from 2607:f8b0:400b:809::2004: time=12ms
Reply from 2607:f8b0:400b:809::2004: time=13ms
Reply from 2607:f8b0:400b:809::2004: time=11ms
Reply from 2607:f8b0:400b:809::2004: time=19ms
Reply from 2607:f8b0:400b:809::2004: time=11ms
Reply from 2607:f8b0:400b:809::2004: time=9ms
Reply from 2607:f8b0:400b:809::2004: time=8ms
Reply from 2607:f8b0:400b:809::2004: time=10ms
Reply from 2607:f8b0:400b:809::2004: time=16ms
Reply from 2607:f8b0:400b:809::2004: time=16ms
Reply from 2607:f8b0:400b:809::2004: time=10ms
Reply from 2607:f8b0:400b:809::2004: time=9ms
Reply from 2607:f8b0:400b:809::2004: time=8ms
Reply from 2607:f8b0:400b:809::2004: time=9ms
Reply from 2607:f8b0:400b:809::2004: time=41ms
Reply from 2607:f8b0:400b:809::2004: time=33ms
Request timed out.
Request timed out.
Reply from 2607:f8b0:400b:809::2004: time=22ms
Reply from 2607:f8b0:400b:809::2004: time=11ms
Reply from 2607:f8b0:400b:809::2004: time=14ms
Reply from 2607:f8b0:400b:809::2004: time=15ms
Reply from 2607:f8b0:400b:809::2004: time=9ms
Reply from 2607:f8b0:400b:809::2004: time=10ms
Reply from 2607:f8b0:400b:809::2004: time=14ms
Reply from 2607:f8b0:400b:809::2004: time=14ms
Reply from 2607:f8b0:400b:809::2004: time=11ms
Reply from 2607:f8b0:400b:809::2004: time=10ms

Ping statistics for 2607:f8b0:400b:809::2004:
Packets: Sent = 50, Received = 46, Lost = 4 (8% loss),
Approximate round trip times in milli-seconds:
Minimum = 7ms, Maximum = 98ms, Average = 17ms

download speed seems fine. just the connectivity problem keep bugging me.

[Datalink]

@eclairds you have an external cable and/or connector problem.  All of your upstream signal levels are above the failure point.   Call tech support and ask the Tech Support Agent to run a signal check on your modem.  That check will fail automatically leading to a discussion to get a field tech to your home to determine what the problem is.  

[Joxer]

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	QAM256	0.000	7	37.355
2	597000000	QAM256	0.200	8	37.355
3	603000000	QAM256	0.700	9	37.636
4	849000000	QAM256	0.200	2	36.609
5	855000000	QAM256	-0.299	3	36.609
6	861000000	QAM256	-0.299	4	36.386
7	579000000	QAM256	0.099	5	37.355
8	585000000	QAM256	-0.200	6	37.355
9	279000000	QAM256	2.200	1	37.636
10	609000000	QAM256	0.599	10	36.609
11	615000000	QAM256	0.099	11	36.609
12	621000000	QAM256	0.000	12	35.779
13	633000000	QAM256	0.200	13	36.386
14	639000000	QAM256	0.599	14	36.386
15	645000000	QAM256	0.799	15	36.609
16	651000000	QAM256	0.900	16	37.355
17	657000000	QAM256	0.400	17	36.609
18	663000000	QAM256	0.099	18	37.355
19	669000000	QAM256	0.000	19	37.355
20	675000000	QAM256	0.200	20	37.355
21	681000000	QAM256	0.599	21	37.636
22	687000000	QAM256	0.500	22	36.609
23	693000000	QAM256	0.099	23	36.609
24	699000000	QAM256	-0.099	24	36.609
25	705000000	QAM256	-0.900	25	36.386
26	711000000	QAM256	-0.700	26	36.386
27	717000000	QAM256	-0.700	27	35.595
28	723000000	QAM256	-0.700	28	35.779
29	825000000	QAM256	0.900	29	37.355
30	831000000	QAM256	1.000	30	38.605
31	837000000	QAM256	0.700	31	37.636
32	843000000	QAM256	0.400	32	37.355

Speedtest (outside of the time the internet stops) is generally in the 800mbps down 30 up.  Right now, wired to Rogers, 854/22.7, ping 8, jitter 10, loss 0%.  During those several minutes a couple of times a day it times out trying to connect to Speedtest.

traceroute to google.com (172.217.5.238), 64 hops max, 52 byte packets
1 192.168.0.1 (192.168.0.1) 2.784 ms 2.236 ms 3.397 ms
2 99.225.32.1 (99.225.32.1) 175.431 ms 135.507 ms 33.981 ms
3 8082-dgw01.etob.rmgt.net.rogers.com (67.231.220.33) 148.317 ms 15.596 ms 17.136 ms
4 3009-cgw01.wlfdle.rmgt.net.rogers.com (69.63.248.181) 145.941 ms 163.031 ms 18.293 ms
5 209.148.233.38 (209.148.233.38) 165.428 ms 24.704 ms 23.504 ms
6 72.14.216.54 (72.14.216.54) 20.142 ms *
72.14.222.87 (72.14.222.87) 85.346 ms
7 108.170.250.243 (108.170.250.243) 27.209 ms *
74.125.244.146 (74.125.244.146) 22.371 ms
8 74.125.244.145 (74.125.244.145) 17.799 ms 23.613 ms
142.250.46.182 (142.250.46.182) 40.739 ms
9 108.170.235.210 (108.170.235.210) 47.246 ms
108.170.228.14 (108.170.228.14) 41.813 ms
108.170.250.230 (108.170.250.230) 36.070 ms
10 142.250.57.142 (142.250.57.142) 37.446 ms
142.250.46.186 (142.250.46.186) 40.399 ms *
11 209.85.244.166 (209.85.244.166) 36.980 ms
216.239.48.94 (216.239.48.94) 40.392 ms
216.239.63.233 (216.239.63.233) 36.165 ms
12 142.250.57.142 (142.250.57.142) 48.894 ms
108.170.246.1 (108.170.246.1) 41.817 ms 37.159 ms
13 209.85.240.62 (209.85.240.62) 38.529 ms
216.239.54.125 (216.239.54.125) 46.155 ms 39.160 ms
14 iad30s07-in-f14.1e100.net (172.217.5.238) 40.549 ms
108.170.240.97 (108.170.240.97) 37.504 ms 36.069 ms

We had a service appointment prior to the last post - the tech replaced/repaired some stuff outside the house but declared all other tests of the modem etc. just fine. 

Youtube is always bad now from you.  This seems to improve every once in a while over the years, but now I struggle to get 1080p on any device, wired or wireless.  Then I'll find it has slipped to 480 or even 360 and the connection speed is terrible,  I highly suspect if I get ExpressVPN on my computer it will magically work fine at 4k.

[RogersCorey]

Greetings @Joxer (the mighty!)

I'd like to run additional some tests on your connection to see if I can get to the bottom of this for you.

Please PM us @CommunityHelps so that we can look into this intermittent issue further. If you're not familiar with our PMing system, you can find instructions on how it works here.

[MisterPinst]

Hi all - for what it's worth, other people (myself included) are seeing this behaviour happening as reported on another thread here:

https://communityforums.rogers.com/t5/Internet/Internet-Keeps-Dropping/m-p/471816#M64073 

[murphy16]

Wow, I've had the exact same issue as you, in the same area as well. Internet cuts outs across all devices in exactly the same cadence you described. My ping output looks very similar to yours. It's extremely disruptive, happens 2-3 times a day usually around 9AM and 11 or 12 PM. Literally hot-spotting important Zoom calls to my cell phone because I can't rely on my ISP.

Replaced my wireless router, tried just using the Rogers modem/router combo, had tech support come check the lines in the house and everything points to an issue outside my control. Honestly at a loss at what to do anymore, probably called tech support many times now in the last two months with no clear solution in sight.

[RogersZia]

Hi @murphy16,

Welcome to the Community!

I can imagine how inconvenient disconnects can be, especially now that most people are working from home.

For troubleshooting purposes can you provide the following for us so we can get a better overall view of the issue? (All tests should be with a wired device to your modem)

 - A speed test from speedtest.net

 - A traceroute to google.com using command prompt

 - A capture of your modem's signal levels from it's GUI

Looking forward to hearing from you!

RogersZia

[Hundog]

I understand that because of this disaster (pandemic) Rogers is under pressure to satisfy all its customers. Maybe they should have started with dropping a little the prices and upgrading their network.

In the same time I can report that my CODA-4582U in loosing randomly connection, flapping around like a Kiwi. My Son, my Wife and myself are working from Home, and when is working Rogers is great.

It started 2-3 weeks ago and is steady in flapping 3-4 times a day.

My ticket for monitoring was closed without notification, obviously "it did not find anything". I do not believe that, because there are 3-4 neighbors having the same issue with Rogers, must have a common cause.

So I am patient, I accepted to receive a refurbished same model modem, however if it will not fix the issue, I will find other providers willing to offer service. I will close all my 3 accounts, two of them having Internet/TV/Home Phone.

Also I will not pay the Internet bill because the service quality and reliability is not for what I signed up.