drop connection

[sylam]

Hi,

I have been experiencing very frequent connection issue. I need to use vpn for my work, but it keeps dropping every few minutes.

The high ping also makes it impossible for me to play online games. Skype calls are also not possible due to the latency.

16	04/18/2020 21:56:14	84020200	warning	Lost MDD Timeout;CM-MAC=90:50:ca:1d:f7:b0;CMTS-MAC=00:17:10:9a:92:a1;CM-QOS=1.1;CM-VER=3.1;
17	04/18/2020 21:58:34	90000000	warning	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=90:50:ca:1d:f7:b0;CMTS-MAC=00:17:10:9a:92:a1;CM-QOS=1.1;CM-VER=3.1;
18	04/18/2020 22:04:21	84020200	warning	Lost MDD Timeout;CM-MAC=90:50:ca:1d:f7:b0;CMTS-MAC=00:17:10:9a:92:a1;CM-QOS=1.1;CM-VER=3.1;
19	04/18/2020 22:17:09	90000000	warning	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=90:50:ca:1d:f7:b0;CMTS-MAC=00:17:10:9a:92:a1;CM-QOS=1.1;CM-VER=3.1;
20	04/18/2020 22:53:09	84020200	warning	Lost MDD Timeout;CM-MAC=90:50:ca:1d:f7:b0;CMTS-MAC=00:17:10:9a:92:a1;CM-QOS=1.1;CM-VER=3.1;

[sylam]

OFDM Downstream Overview

Receiver	FFT type	Subcarr 0 Frequency(MHz)	PLC locked	NCP locked	MDC1 locked	PLC power(dBmv)
0	NA	NA	NO	NO	NO	NA
1	4K	275600000	YES	YES	YES	1.099998

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	30596000	ATDMA - 64QAM	38.750	7	6400000
2	36996000	ATDMA - 64QAM	38.750	8	6400000
3	22100000	ATDMA - 64QAM	42.250	5	3200000
4	25300000	ATDMA - 64QAM	42.500	6	3200000

OFDM/OFDMA Overview

Channel Index	State	lin Digital Att	Digital Att	BW (sc's*fft)	Report Power	Report Power1_6	FFT Size
0	DISABLED	0.5000	0.0000	0.0000	-inf	-1.0000	4K
1	DISABLED	0.5000	0.0000	0.0000	-inf	-1.0000	4K

[FidoPhilippe]

Hey @sylam! Philippe here. Welcome to the comunity.

I'll be happy to help you with your internet! Have you tried the following:

1. Restarting the modem.

2. Contacting our technical support line here.

Let us know.

[sylam]

Yes i have done both.

Fido even sent a technician, and he found some signal issue for our building. He claimed he fixed the issue, but I see no impromvemnt. The technician also suggested we should get a new modem.

When I called customer service, they said they can only send me a new one by disconnecting the old modem. This means I will have no internet until the new modem arrives (up to 7 business days). This is absolutely absurd because everyone is working from home these days.

If most of the posts in this community is complaining about the same thing, then Fido should take the issue seriously.

[FidoClaudia]

Hey @sylam, 

I'm sorry to read that you're having trouble with the modem and the service, it's not an ideal situation especially right now. 

As much as I'd love to be able to give you a different answer, that would be the only way to perform a modem swap right now. The good news is that if you're in a main urban area, you would receive the modem within 24-48 hours. 

We appreciate your feedback as we're always looking to improve and we will make sure to forward it to the right people. 

I would suggest calling back our Technical Support to revise the situation once more and possibly proceed with a swap. 

[sylam]

Thanks. Changing to Bell's modem defnitiely helps.

[FidoJulien]

We'd be sad to see you go @sylam

Were you able to speak with technical support?