Modem keeps losing service

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  • Problem
  • Updated 3 years ago
For the past few days our internet modem has been losing service.  By that, I mean the Service and Broadband lights on the lower part of the tower turn off.  Usually it takes a couple minutes to reconnect, but it happens constantly, mostly noticeable in the evening.

I have powercycled the modem numerous times but it still loses the connection.  I have checked the connections going to the terminal on the wall and everything is secure.

I have called tech support but they advise me it is not an MTS problem, and that is my router which I have connected.  I know for a fact my router is not the issue, as the modem itself is losing service with MTS, it has nothing to do with my router.  Even with no thing connected to the modem, the service continues to drop.  Unfortunately the rep was not willing to assist me further.  Why aren't you recognizing this as a problem?  All I want is a stable connection.
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  • frustrated

Posted 3 years ago

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JG, Champion

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I think another call is in order. They have systems on their end that can check the line stats and see if there are signal drops. I think they might reconsider and send a tech if that's the case.

You may want to bypass your router for now as proof it isn't the problem. I'd suggest using online chat support vs calling in as it's much quicker. If you have home phone, listen for static and tell them if you hear any. Good luck!
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Clifford Lewis, Champion

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Back in the old dial up days I had a problem when calling MTS their modem pool answered with dead air instead of the modem connect sound.  When I called in to report the problem I was told everything was ok at MTS and they had me to do a number of things up to reinstalling my o/s. At that point I said no and told them once more the problem was at their end.

Unfortunately MTS (and Shaw and ....) use a script to troubleshoot.  I pushed my problem higher and was told a day later that yes I was correct and MTS was having problems when I called.  The manager was not sure why the front line person did not see it.

I would take Jesse's suggestion and use chat and have them tell you what they actually see.
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Jeremy, Official Rep

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Hey Tim,

Sorry for the delayed response, been off for a few days.  I'm sorry to hear about the issues you've been having, and even more so about the lack of help you received when calling in.  From what you are describing this sounds 100% like an issue with the MTS service, unless something is incorrectly hooked up for some reason.  I certainly agree with Clifford, give tech support another call or chat in if you can.  This is certainly something we can look into.  I can't speak exactly to what occurred when you called the first time but I'm certain we can take steps to resolve this issue for you.