CGN3 modem randomly hangs

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I'm Here A Lot
Posts: 6

CGN3 modem randomly hangs

I recently got a 30 Mbps Internet plan with a new CGN3 modem. My modem randomly hangs once or twice every day, sometimes it reboots itself and sometimes it just hangs and I need to reboot it manually.

I am only using the 5GHz Wifi band in gateway mode.

I also tried bridged mode and I have seen the same issue.

My firmware version is 4.2.4.5

 

Is this a known problem? I never had such issues with my Motorla SB 6121 modem that I had before.

 

 

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Resident Expert
Resident Expert
Posts: 13,988

Re: CGN3 modem randomly hangs

WAY back on the pre 4.2.4.x firmware.. there was an issue where regular reboots were needed, especially when in bridged mode.

I havent heard of anyone else saying they needed the same thing recently... from 4.2.4.3 or 4.2.4.5.



I'm an Advisor
Posts: 1,524

Re: CGN3 modem randomly hangs

My CGN3 firmware was updated several days ago and I run it in bridged mode. I haven't had a single issue with mine so far.

I'm Here A Lot
Posts: 6

Re: CGN3 modem randomly hangs

OK, I'm going to exchange the modem to see if it helps, thanks
Resident Expert
Resident Expert
Posts: 6,225

Re: CGN3 modem randomly hangs

You may have ended up with an unserviceable CGN3.  The other issue might a cable problem that.wasn't noticeable previously. Can you log into the CGN3, navigate to the DOCSIS WAN page and copy the downstream and upstream tables and paste them into this thread. Those tables are the RG6 Signal levels and Signal to noise ratios.  Its worth a quick check to see if there are any issues with them.



I'm Here A Lot
Posts: 6

Re: CGN3 modem randomly hangs

Thanks @Datalink - I've replaced my modem today - pasting SNRs below - older modem had similar numbers.

 

 

 Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Signal noise ratio (dB) Channel ID
1 603000000 256QAM 0.500 38.983 3
2 591000000 256QAM 0.200 38.605 1
3 597000000 256QAM 0.100 40.366 2
4 609000000 256QAM 0.100 38.605 4
5 615000000 256QAM 0.100 38.983 5
6 621000000 256QAM -0.100 38.983 6
7 633000000 256QAM 0.000 38.605 7
8 639000000 256QAM -0.100 38.605 8
9 645000000 256QAM -0.100 40.366 9
10 651000000 256QAM 0.000 38.605 10
11 657000000 256QAM 0.000 38.983 11
12 663000000 256QAM 0.100 38.983 12
13 669000000 256QAM 0.300 38.983 61
14 675000000 256QAM -0.100 38.983 62
15 681000000 256QAM 0.000 38.983 63
16 687000000 256QAM -0.200 38.983 64
17 693000000 256QAM -0.600 38.605 65
18 699000000 256QAM -0.500 38.983 66
19 705000000 256QAM -0.900 38.605 67
20 711000000 256QAM -0.700 38.605 68
Upstream Overview
Port ID Frequency (MHz) BandWidth Modulation Type Signal Strength (dBmV) Channel ID
1 23700000 6400000 ATDMA 39.750 1
2 13696000 6400000 ATDMA 39.750 3
3 30596000 6400000 ATDMA 39.750 2
 2

I'm Here A Lot
Posts: 6

Re: CGN3 modem randomly hangs

Will monitor the new modem for similar hangs - the new modem seems to have come with firmware 4.2.4.3

Resident Expert
Resident Expert
Posts: 6,225

Re: CGN3 modem randomly hangs

Your signal levels and signal to noise ratios look good, so I wouldn't expect you to have any problems with them. The only exception would be if you were experiencing very fast drop outs which the modem levels wouldn't catch. It would be nothing more than a quick drop and return back to where it should be. That might happen if you had overhead cabling and the wind was blowing the cable around. That alone can be enough to cause problems, as over time, the cable undergoes mechanical wear and tear. Eventually the cable starts to break down, causing signal issues. Hopefully in your case its just a bad modem. 🙂


I'm Here A Lot
Posts: 6

Re: CGN3 modem randomly hangs

The modem was indeed the issue, so far I haven't seen the issue again with the new modem. Thanks for all the suggestions!
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