[chroma10]

I have Extreme Plus for about a week now. Is it a "normal" Rogers internet experience for the connection to drop? It's happened, where I've been at the computer to notice it, at least once every few days. I then wait a few minutes and the modem's lights kick back into gear and the connection resumes.

 

[hugh]

How long, how often? Stuff happens so I wouldn't sweat it but if it happens daily or several times a week and its for a prolonged period of time then you need contact Rogers.

 

[JamesK]

I had that problem a couple of years ago. I'd lose internet and home phone, but not TV. It took a bit of work, but I was able to prove the problem was not in my home. It turned out to be a bad cable coming in from the street to my condo.

 

[Petee_C]

Internet dropouts the past couple months

I've had the rogers $59.99 service for the past 5+ yrs. I've noticed more frequent drops in connection (VOIP, surfing, email) drop outs in the past 6 months. Happened twice this past month for sure. The last one was yesterday.

Unplugged modem and router, and it was back up within a few minutes.

My modem is bought, and probably 6+ yrs old. Running a 54gl modem with tomato.

We don't subscribe to Rogers TV.

P

 

[chroma10]

It happens probably once every two days (that's how often I notice it; could happen while I'm not at the computer).

Is it faster to reboot the modem or simply wait for the service to return (about 5 minutes)?

 

[hugh]

Need to determine if its your router or internet connection.

When its not operational, check the lights on the modem, have they changed? Do you have a light labelled online or internet? Is is green or off when the internet connection is out?

 

[chroma10]

Yes, the green "online" light is off as is that blue "DS" light. The whole modem is obviously going through some sort of "search for signal" situation. Once it detects a signal again, all is good, usually five or so minutes later.

 

[JamesK]

Also, talk to your neighbours to see if they are affected, as they were in my case. The support people can check the logs in the modem (including your neighbours) to see if the connection to it failed.

When I had that problem it took a lot of effort on my part to get Rogers to recognize the problem was in their network. A tech that showed up tried to claim that the 10 year old cable running through my condo was old and failing, but he couldn't explain why that might also apply to the cable coming in from the utility room, which was a few years older. I had several calls to Rogers about this without much result. Often my first clue was the radio station I listened to, via the internet, would stop. I'd then pick up my phone to see if I still had dial tone. I then wrote a script that would ping the default gateway every minute and record when it failed. Rogers was still trying to claim the problem was within my home. However, I have two separate feeds from the utility room and moved my cable modem to the other one and found it and the phone were still failing at exactly the same time. This proved that the problem was no closer than the utility room. At that point Rogers sent a competent tech who initially checked the splitters in the utility room, but eventually determined the problem to be in the incoming cable. By working with other techs back in the Rogers office, he was able to determine that my neighbours were also losing service at the same time. They did this by checking the logs in the various modems and phone terminals.

What scares me is that while I have the knowledge and ability to sort through this sort of problem, the average customer does not. The hardest part is getting the lower level Rogers techs to get off their butts and do something useful.