[Cable] 2 month daily issue resolved, it's an "upgrade" Hello,
During the last 2 months (at least, could be a bit longer) I have been having disconnects (DHCP issues) during the daytime on my cable connection for a period of 5-10 minutes multiple times during the day. I have also had my connection go down a good %80 of the nights/evenings during the last 2 months.
The evening DHCP outages usually begin between 10PM and 3AM and last on average for 6 hours or more.
The power levels have always been in the limits. Every test possible has been done on my and Teksavvy's end. It is not my router, it is not malware, it is not my power levels, it is not my modem because it was replaced, it is not due to a bird or squirrel's nest in the outside cable box either.
I have been informed this morning that they have finally solved the issue, it is due to an "upgrade" by Rogers. A upgrade that must have been going on the last 2 months and I have the sneaking suspicion that the "upgrade" will last several months more if not indefinitely.
So now when I get disconnected almost daily at 10 or 11 or 12 at night, I should just take it. No reason to call in anymore.
I'm going to to get my father's modem and swap it with mine, he also uses Teksavvy. Then if after a week I have a clean error log and no noticeable disconnects, I'm going to call Teksavvy, tell them I was right that it is not due to an upgrade by Rogers, and promptly cancel the service. I probably should say "the service I do have" instead.
How things have changed in the past 2 years.
Re: [Cable] 2 month daily issue resolved, it's an "upgrade& If a replacement modem didn't fix it, why would your father's?
Sounds like Rogers messing with the CMTS or the node. "Upgrade" is a weird word for some of what they do, but from what you describe, the problem is almost certainly being caused by Rogers. If you post on the direct board, TSI might be able to get a ticket in with Rogers, but Rogers may not choose to actually do anything about it, sadly.
TSI PierreBaby, Wanna see what 300Gigs looks like?Premium
reply to CYYZ
CYYZ I'd like to investigate this further, this seems quite odd to me. can you please PM me.
TSI Pierre - TekSavvy Solutions Inc.
Chief Operating Officer
reply to The Mongoose
Thanks for the reply. I am going to swap the modem because he lives a block away from me and has no issues at all and it is also a different account the modem is registered/configured on. I'm not an expert on how all this actually works. I was thinking it is due to how my account is configured in some way on Rogers end. Again I could be wrong but it is the absolute last thing I can do on my end within reason.
I'm done with tickets to Rogers, as said it has been 2 months and I've went through at least several tickets. So far the results of the tickets have been, no issue, no issue, no issue, and finally "we are doing upgrades in the area." I've even spoken to a senior tech at Teksavvy.
Edit: BTW is the DSL of Teksavvy still throttled by Bell? I know I have to word this very carefully.
said by CYYZ:No it is not.
BTW is the DSL of Teksavvy still throttled?
reply to CYYZ
I too had constant disconnects. Frustrating, I know.
What Modem and STAC version are you using? It may not be DHCP issues, it could be modem and firmware related.
It is the Thomson DCM 425. The software version is
Software Version: ST52.08.31
Not sure if that is what you mean't by STAC.
But that's the thing, the old modem was an incompatible firmware but with the new compatible modem, the symptoms of the problem, including times the connection goes down, are virtually identical. Perhaps with the new modem the issues are a little less pronounced, but it's hard to actually notice much if any of a difference the new modem makes. The only thing the new modem did was cut down on the daytime disconnects a bit, the night time issues are exactly the same in their timing, symptoms, length connection goes down, and severity.
Anyways thanks for replying to me! Any and all information or theories are appreciated.
Are your DHCP Lease times still at an hour interval?
reply to CYYZ
Just had the issue looked into, and because it is up now at this moment, which it almost always is at this time of day, there is no problem officially.
I think the tech people assume this is an isolated event. If they looked into my account history they should see in all the years I've been with Teksavvy, I called in maybe once a year (if even that) up until a few months ago. I am not someone who calls in every single time there is a problem. If my connection is down once, twice, or even 10 times a year, I know it's down for everyone else too so it's pointless to call in and waste their and my own time. I do realize this but I know this is NOT that kind of situation.
I am an extremely understanding type of person and it is a rarity I am annoyed to the degree I am now, but it has been 2 months of "everything's fine" now. Then my hope was brought up today with "We'll look into this PM me your details" and it was just the same old response. "Your connection is working now, if you have problems contact us."
This problem started happening in late August I believe. They then they replaced the modem in early or mid September. The reason I have not called in since then up until a week ago is NOT due to the issue not happening, it was due to my giving up on the issue. It is NOT because it wasn't happening anymore. It has been happen literally 5-6 nights in a 7 day week and has been ongoing for a little more than 2 months and ALWAYS happens between 10PM and 3AM and stays down until 7-8AM in the morning.
If I could bet real money on the connection going down every night, I would bet "yes" every single day. Heck the odds are almost 4 times better than betting on red in a game of roulette. But you see, I don't have a problem, because it's working at this moment.
But I don't have a problem, because it's up right now at this moment as is usually the case. Then when it actually is down at the moment I calll, they send in a ticket to Rogers, who then looks at the problem in the morning when it's up and says "everything's fine" and the cycle repeats again and again and again and again. I do have work I have to do on the internet at night and I realize I can't be guaranteed uptime because this is not a business account, but by anyone's defintion of 6-8 hours downtime for usually 6 out of 7 days in a week and the connection always coming back between 7-8AM (and this is not a guess) and the cycle of calls and responses I get from both parties is beyond ridiculous. I wish they would just tell me "We can't solve the problem and we have no idea what is causing this, you might be better off leaving" then we could leave each other amicably.
reply to CYYZ
YYZ is Toronto, but your problem sounds like you live in Ottawa.
I'm trying a new firmware today. August the internet was unusable for me and my brother. He lives in Westboro 150 meters from the POI and I live near Lincoln Fields.
You are not alone. The upgrades have been a mixed blessing so far. Faster but with outages. I noticed the midnight to 3 am thing as well. It is not bad now though. Upgraded router handles the occasional DHCP hiccup much better than the old one.
You can be sure of one thing, I'm not going to sit on my rear end for ANOTHER 2 months during this supposed daily 8 hour upgrade that sometimes begins as early as 10PM at night that has been happening for the last 2 months. What a perfect response to me as well that "there is an upgrade going on" so now there is no need to call in anymore when it goes down almost everyday. Perfect. Just sit it out for ANOTHER 2 months or even more. If this is not resolved I will be cancelling all services, I will also tell my dad (and he will) to cancel his service too. My friend was planning to join Teksavvy as well in the next 2 months, he will be going to Acanac it looks like instead.
I will do the test with my father's modem at my home for a while, and proceed from there. But I've truly had it. I realize I was not very polite in these messages, but that's only because I've seen what politeness has gotten me so far.
Edit: Didn't even mention the best part. I was supposed to get a call from a senior tech on Sunday, I gave them the window of 8AM - midnight to make it easier for them. I stayed at home and off the phone all day. No call. No apology when I called the next day.
Was supposed to receive a call sometime this week, I forgot the date now. But the tech person made a mistake and told me the wrong date, when I did get the call the next day, they did apologize though so I didn't mind that very much and didn't make an issue out of it. Heck, I haven't even made an issue out of anything until my first post here this morning.
reply to CYYZ
Sounds like a very tricky issue to troubleshoot, especially since it's intermittent. that stuff is really hard to track down, and opening tickets w/Rogers feels like a waste of time (imo, unless it's something simple)
Unfortunately i think it kind of highlights one of the biggest issues with TPIA, which is that Rogers provides slow, minimal support.
As you've found, Rogers rarely actually reads the ticket, they just look and if you're online at that exact second they check, ticket closed 'no issue'.
Don't get me wrong, I love Teksavvy - and they do their best. It's just too bad that when their customers have trouble, there's no reason for Rogers to make an honest effort to fix the problem, imo.
It doesn't make Rogers look bad when they fail to fix a TPIA clients trouble, it makes the TPIA provider look bad. Whether its a conscious effort @ Rogers or not, i think they know that giving sub-par support to TPIA clients has no consequences. If anything, it pushes customers back to Rogers. What's Tek gonna do, complain to the CRTC?
Not that Rogers provides much better support to their own direct customers. They really don't.
I see where you are going with this and in principle I agree with you and every single thing you stated. The only disagreement we may have is that despite the horrible situation Teksavvy is in, at the end of the day they were not forced into this business. Teksavvy knew from the start the awkward situation they would be in if they wished to be in this business. Secondly at the end of the day I am the customer and Teksavvy is doing me no favour letting me be their customer.
I have been very, very patient over the last few months regarding this issue, never said even one rude word and I was pretty much a pushover every time I called Teksavvy. I think I even apologized at one point on the phone to them for keeping them on hold for 15 seconds.
With what I am seeing here, there is a known issue Teksavvy is having in regards to DHCP, especially in the Ottawa area which they don't seem to want to talk about. I also don't appreciate being told it's due to maintenance because this ONE TIME out of the countless times I called the IP lease was only for one hour. So they (Teksavvy) ignore everything else including it's down EIGHT hours or sometimes even more for this "maintenance/upgrade", the fact my father across the street with Teksavvy cable and the same model of modem doesn't have this issue (if the upgrades are THIS localized and it takes 2 months + to do this upgrade, it will be decades until they finish Toronto or Rogers must have a 10,000 workers out there each night), the fact this was going on for 2 months this so called "maintenance", the ignoring of the disconnects that happen for a few minutes all day long, the ignoring of all the other IP lease times I've had and just focusing on this one time, the staying home all day cancelling plans waiting for a call that was promised that never happened, and the ignoring of the power levels during these "maintenance" times. That's all I can think of at this moment, and this is ALL Teksavvy, not Rogers. Also I love that if my internet isn't down at this one second I am calling in despite it happens daily, according to them there is "no issue" . I just love that. Oh yeah, they also ignore my neighbour (who I literally share a wall with dividing the home) is with Rogers and when it goes down her internet is fine. But please Teksavvy, keep sticking with the fact this ONE time I had a lease time of 1 hour and run with it so I don't call in for the next few months. With Rogers I already know what to expect, crap, but what can I say about Teksavvy? I also love waiting on hold for an hour, even sometimes at 8PM at night, hearing the same looping music again and again, I think I remember reading about the hold times a year ago, yeah I guess it takes a while to hire more people.
THESE are the reasons I'm upset. Also you are right, Rogers doesn't read tickets. Teksavvy doesn't either. Earlier today I explained my problem through PM in detail and the moment I said "it's working now" (As it ALWAYS works this time of day, that's not the issue.) I received a reply of "Great to hear it's working! If you have any further problems please call us back." I almost broke the computer screen when I read that.
I think I've been OVERLY fair here, and half the personal issues I had with Teksavvy have NOTHING to do with Rogers.
Anyways, thank you for the reply. I do see what you are saying.
trust me, i feel your frustration, brother. I've had more than my fair share of troubles with cable and TSI.
and i really don't know what to recommend to help - you can keep pushing for more and more tickets, hoping that TSI can get Rogers to send out a tech who knows what they're doing who might be able to sort out the source of your trouble...
but if it only happens at night, that might be tough even for a competent tech... and we know that not all the techs are competent
and if its really an intermittent problem with the line, switching to Rogers probably isn't going to help anything, other than maybe getting more money out of your wallet... so what do you do?
i wish i knew. i'd say switch to DSL but that might be asking for a whole new set or problems with a different incumbent
yeap. I could attest to DSL problem as well. I used to suffer an evening youtube stuttering problem for 2.5 months before finally a Bell technician decided to change to a spare slot. They even credited me for a portion of that at the end. No fun at all. But which one is the lesser of the two evils indeed?
reply to CYYZ
And the album of the 3 pictures:
The error messages are few because I regularly clear the the log so I am able to tell if the connection went down overnight should I go to sleep earlier than usual.
It should also be noted that although these screen caps were taken when the connection IS up, it makes no difference whatsoever because when it does go down, all readings are exactly the same. Power levels are stable, everything.
reply to CYYZ
Sounds exactly like my issue, which you can read about here:
»TekSavvy - glorified reseller, not ISP
I'm quite certain the problem is maintenance. I doubt you swapping your modem will get you any benefits ... the issue at the heart of the matter seems to be Rogers is doing maintenance / upgrades, and TSI seems to have no ability to improve the situation. I agree it's ridiculous that this "maintenance" goes on for so long - something is wrong with the way they're going about it.
I currently have a ticket (one of many that they've opened with Rogers) in "escalation" to the network team, but I won't be surprised if it comes back as "no problem found" or the same answer you got, which is that they are doing upgrades in my area. I'm just about done with TSI, to be honest. I don't know that switching back to Rogers will make things better, but I do know that I didn't have these extended headaches with them when I was. Either that'll be the case again (which, to me, makes it worth the slightly higher monthly cost), or I'll just have to find another solution.
FYI, this started late July for me... although it hasn't been daily. I'd say, altogether, in the range of 35+ nightly issues over this period.
If you want a better way to track what's going on, you should set up a Line Monitor:
Won't improve your situation, but it'll tell you exactly when the problem is happening (with a certain degree of precision - I've found that low-level packet loss doesn't always show up).
teksavvy is like quantum physic.
teksavvy say they provide internet
quantum say it's science.
Sometime it works. And if it doesn't , average it out.
ping with 32 bytes, see it works... lol
ping the full packet size, it doesn't
But it works at 32 bytes, so we dont support packet size over 1400 bytes...
I dint know there was a new standard? I didn,t see the draft.
How is it called, the rfc-jitter draft?
So you are right maybe, it must be some upgrade, that didn't go so well, for the last two months.
reply to CYYZ
I brought my father's modem to my home and patiently waited for the daily down time at around midnight. It did go down so I connected my father's Teksavvy modem and everything worked. I disconnected it then reconnected my modem and it was down again.
So I've just proven the issue has nothing to do with the line or maintenance in the area. Called Teksavvy and told them this information and the issue was what I thought it was all along, DHCP provisioning issues with Rogers as it is the only reasonable solution left.
Finally, FINALLY after all this time the issue is now out of my hands and it's all up to Teksavvy now. I am very happy, but it should never have been up to me troubleshoot the problem to this degree. I should never of had to wait 2 months.
OinktasticLet them use fibre
Do you both have the same firmware on your modems (you and your father)?