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CGN3 wired connection dying?

Sunfox
I Plan to Stick Around

I have a CGN3 in bridge mode that's been working fine for a month or two. Then, yesterday, I noticed that the internet was dead and I couldn't access even the modem's statistics page. I unplugged the CGN3, it came back up, and everything was fine again.

 

For a while. I just noticed that it's happened again. Basically, the wired connection dies - I get no lights whatsoever on the port at my router, it's like there's no cable connected. On the modem, CGN3, the normally blinking light is also solid off. Unplugging/replugging the cable at both ends makes no difference - I have to yank the power and let the modem reboot, and then it works again.

 

Based on the past 2 times, I'm now assuming only for a while.

 

Once it's back up, my stats seem fine:

 

Downstream Overview

Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 663000000 256QAM 0.900 12 38.605
2 591000000 256QAM 0.800 1 38.983
3 597000000 256QAM 1.000 2 38.983
4 603000000 256QAM 0.800 3 38.605
5 609000000 256QAM 0.800 4 38.983
6 615000000 256QAM 1.100 5 38.983
7 621000000 256QAM 0.600 6 38.983
8 633000000 256QAM 0.700 7 37.636
9 639000000 256QAM 0.600 8 38.983
10 645000000 256QAM 0.900 9 38.983
11 651000000 256QAM 0.600 10 38.605
12 657000000 256QAM 0.500 11 38.983
13 669000000 256QAM 0.500 109 38.983
14 675000000 256QAM 0.700 110 38.605
15 681000000 256QAM 0.600 111 38.605
16 687000000 256QAM 0.500 112 38.605
17 693000000 256QAM 1.000 113 38.983
18 699000000 256QAM 0.700 114 38.605
19 705000000 256QAM 1.000 115 38.605
20 711000000 256QAM 1.300 116 38.605
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID BandWidth
1 30596000 ATDMA - 64QAM 43.000 6 6400000
2 23700000 ATDMA - 64QAM 43.000 7 6400000
3 38596000 ATDMA - 64QAM 43.000 5 3200000

 

But of course the error log seems to be reset by rebooting, so I have no idea what might've happened. No gaming is going on, just general internet usage.

 

Anyone else have this? Problem, or perhaps a side-effect of work maybe happening in the area (Markham)?

 

 

 

***Edited Labels***

49 REPLIES 49

Re: CGN3 wired connection dying?

bmaschmeyer
I Plan to Stick Around

CGN3ROG, HW version: 1A, SW version 4.2.4.7

VOIP uses a Linksys PAP2T (latest firmware)

When VOIP goes down, ethernet wired also goes down (affecting a computer) but not WiFi

 

Tomorrow, will try a factory reset of the Rogers gateway.

The Firewall is set to Allow All from the PAP2T MAC address.

Re: CGN3 wired connection dying?

That modem has been around for a long time now, in comparison to the other models, same for the firmware.  I wonder if there is a problem between that modem and firmware and the newer CMTS which is a Casa Systems CMTS?  Thats something that I will have to bring up with Dave.  

 

Are you on an unlimited plan by any chance?  If so, you could swap that modem for a CODA-4582 and ask for the trial firmware, 2.0.10.27 which will definitely help with VOIP latency.



Re: CGN3 wired connection dying?

wes162
I Plan to Stick Around

I read this thread and i am experiencing the same problem:  Intermittent crashing of the wired ethernet ports. Usually it happens about once or twice daily.  Same model hitron cgn3 ver. 1A and same firmware.   Rebooting the hitron fixes the ethernet ports.  I am also having connectivity issues with t3 timeouts shown daily or twice daily in the docsis error log but I can't tell if these two problems are connected somehow or just two independent problems.  The frequency of the problems occurrence are similar but not usually at the same times.

 

Re: CGN3 wired connection dying?

borford
Rogers Employee
Rogers Employee

Quick answer, swap the modem. Check to see if an upgrade is available at no additional charge. Both of the issues you describe would indicate a swap is required as a first step. If intermittency continues, connect the modem power cord/adapter directly to a wall outlet, bypassing power strips or surge protectors. If issues continue, call tech support to follow-up with the next steps.

 

Brian

Re: CGN3 wired connection dying?

ghard1
I Plan to Stick Around
Factory reset won't fix the issue. You watch, it will come back. I have tons of clients in the field experiencing the same issue. We finally had to bridge the unit and use our own router. Either that, or switch clients to the competition.

Re: CGN3 wired connection dying?

Kyle12
I Plan to Stick Around

I thought I would update this topic with my woes so far. After a factory reset and config rebuild from scratch, my modem worked for about three weeks and then the wired ports started dying again. I then swapped for another identical modem and it worked for about a week. Now I reboot daily to keep the wired ports working.

 

This is a bigger problem than a single defective modem. Given that the modem worked great in the past and the latest firmware seems to be the common denominator, would Rogers upgrade the modem at no charge so we can dump these defective ones? Or can the manufacturer fix the firmware to avoid this problem?

Re: CGN3 wired connection dying?

@Kyle12 if you're running an unlimited account, you would be able to swap that modem for a CODA-4582 which is the newest modem that Rogers is currently using. 

 

Food for thought .... in previous cases where failing ports have come up, after troubleshooting the networks at my request, the problem was isolated to a failing device ethernet port or wifi adapter.  After either of those was replaced, the modem port failures stopped.  In some cases, where a device ethernet port or wifi adapter is failing, it monopolizes the modem port controller, which leads users to believe that the modem is the cause.  



Re: CGN3 wired connection dying?

Kyle12
I Plan to Stick Around
Thanks @Datalink - Is there a way to troubleshoot the adapters? Especially for devices like a TV, Home Theatre system, NAS, Print Server, thermostat, etc.

Re: CGN3 wired connection dying?

Its not hard to do, just takes patience and time.  Usually people have wired, 2.4 and 5 Ghz networks running.  Consider those as three separate groups of devices, with each group running on its own network.  First step is to isolate what network is causing the problem.  So, literally shut down, or disconnect each group, one group at a time.  Pick a group, say the ethernet devices.  Disconnect all ethernet devices and run the rest of the network, looking for a modem failure.  If you see a modem failure occur, then its not the ethernet devices that are causing it.  In that case, reconnect the ethernet devices and shut down one wifi network.  Run the modem, looking for another modem failure.  If no failure occurs, power up that wifi  network and shut down the remaining network.  Run the modem looking for a failure to occur.  

 

This might take 24 hours or more to come to a conclusion that the disconnected network is not causing the problem.  That's the painful part which depends on the failure schedule that you are currently seeing.  When you do find a disconnected network solves the modem failures, the question then becomes, what device on that disconnected network is causing the issue.  In that case, you would either add one device at a time, until the failures started again, or, connect everything and then drop devices one at a time until you found the culprit.  

 

So, this might take a few days to sort out.  That's the patience and time part of all of this.  Its very unusual to see more than one modem with the same failure.  It could happen, but, I wouldn't expect it.  On a third modem, with the same failure, I wouldn't believe it.  As I indicated earlier, you could swap the modem for the CODA-4582 if you're on an unlimited account.  That would resolve any possible CMTS / modem issues. 

 

Just to check, can you post the modem's STATUS ..... DOCSIS WAN Downstream and upstream tables?  The copy and paste process will paste in the text contents of the tables into a post.  I'd like to see if any of the Downstream or Upstream channels are anywhere near their signal level limits.



Re: CGN3 wired connection dying?

Kyle12
I Plan to Stick Around

Hi @Datalink - here are the tables:

Downstream Overview

Port IDFrequency (MHz)ModulationSignal strength (dBmV)Signal noise ratio (dB)Channel ID
1669000000256QAM0.40040.94619
2579000000256QAM-0.30040.9465
3585000000256QAM-0.40040.3666
4591000000256QAM-0.20040.3667
5597000000256QAM-0.50040.9468
6603000000256QAM-0.60040.9469
7609000000256QAM-0.60040.36610
8615000000256QAM-0.50040.36611
9621000000256QAM-0.30040.36612
10633000000256QAM-0.50040.36613
11639000000256QAM-0.30040.36614
12645000000256QAM-0.40040.36615
13651000000256QAM-0.60038.98316
14657000000256QAM-0.30040.36617
15663000000256QAM-0.10038.98318
16303000000256QAM-1.00040.3661
17675000000256QAM0.50040.36620
18681000000256QAM0.20040.36621
19687000000256QAM0.50040.36622
20693000000256QAM0.10040.36623
21699000000256QAM0.40040.36624
22705000000256QAM0.30040.94625
23711000000256QAM0.40040.36626
24717000000256QAM0.10040.36627

 

Upstream Overview

Port IDFrequency (MHz)BandWidthModulation TypeSignal Strength (dBmV)Channel ID
1385960003200000ATDMA43.5003
2305960006400000ATDMA44.2501
3237000006400000ATDMA42.7502

Re: CGN3 wired connection dying?

ghard1
I Plan to Stick Around
@Datalink this must be a Rogers hardware or firmware issue. The number of Support calls we have received over Internet outages (which turn out to be dead ports) has exploded over the past few months. I am sure your call centres are experiencing the same albeit at a lower rate than us given that we have most of our equipment in sites hardwired to the network. On many of our sites we have equipment that monitors internet and network status (OVRC Pro appliances) and we have seen a huge spike in Rogers only related outages. We've witnessed on site these issues where ports are dead yet wifi on the Rogers device continues to work. We even had a member of the office of the president witness this on a site of ours. Our original fix was to swap to the coda modem. However, we are experiencing issues with these as well (dupplicate IP addresses being assigned). Finally we have found a solution that works - bridge the router and use a third party device. In many cases, our clients have chosen to switch providers given the headaches this has caused. For those who want to stick with Rogers, bridge the router and use a good quality router such as Luxul or Araknis

Re: CGN3 wired connection dying?

BS
I'm a Senior Advisor

In relationship to this issue with the CGN3, when I was looking at suppliers of wholesale Rogers services, a couple said they won't touch the Hitron gateways because they tend to run hot and they end up having to do too much warranty support and troubleshooting.  A lot of them use the Huwaii modem, with router, and they are using the Hitron  CDA3 for the higher speed, and you can use your own router, or a few of them use middle range Linksys with the open source firmware add-ons to give the full set of management feature set.

 

If you look at Shaw, and other users of Hitron gateways, there is endless posts of issues of the same type that Rogers is dealing with (or should I say, we have to put up with Smiley Wink ) and all of them are constantly recommending putting them in Bridge mode.

 

Hope when Comcast comes in, they go with the Comcast recommended modems.

 

Comcast Xfinity does not include Hitron modems at all - number one is Arris modem.

 

So wonder if they will get the Hitron's at a level that they are recommended for Comcast?

 

 

For now, you just keep taking them back and get it exchanged.

 

Bruce

Re: CGN3 wired connection dying?

Duke99
I've Been Here Awhile

It looks like the problem is with assigning the same IP to multiple devices, and creating the conflict. Experiencing the same issue for the last few months. Replacing the router didn't help. Wondering if reserving IP for wired devices, in CGN3 settings, will resolve this problem?

Re: CGN3 wired connection dying?

Kyle12
I Plan to Stick Around

I have spent some time playing with the modem to see if there is a setup it would accept and still have active wired ports. Of the 4 ports, I use one as an uplink to an 8 port switch, another is connected to the home computer (dynamic IP), the next is a static IP for my NAS and the last is a static IP for my Print Server. Between random IP assignment and fixed IP assignment, the wired ports still fail, without IP conflicts.

My latest test works under the assumption that the physical usage of the wired ports is the problem - so I decided to wire up the switch and only leave the uplink port active on the modem (leaving 3 empty ports). After 4 days, the single wired port in use is still going strong even though it is servicing an 8-port switch. I'll keep an eye on this and see if I lose the single port, but so far so good.

Re: CGN3 wired connection dying?

Kyle12
I Plan to Stick Around

I went six days using only an uplink connection from the wired ports. The single wired port that I am using is now failing every day, just like before when all 4 wired ports were in use. Seems no escaping this. I am rebooting the modem daily now (ugh)

Re: CGN3 wired connection dying?

ghard1
I Plan to Stick Around

You are definitely not the only one.  I am getting daily calls about the same.  I started to worry that it was the equipment we typically connect to the router (Sonos and Ubiquiti Wifi Acess Points).  However, I was at a clients yesterday where they were experiencing the same issue with only the Rogers Smart Home monitoring router and a Airport Extreme connected to it. 

 

I highly suggest picking up a third party router.  Bridge the CGN3 and your problems should go away (or switch to Bell!).

 

Rogers does not appear to want to admit there is a serious issue here.  It's not isolated to a few bad routers either.  My guess is that it is a certain hardware version that is affected by the current firmware.  I hope it all goes away soon or I'll be dropping support for every client on Rogers Internet.

Re: CGN3 wired connection dying?

@ghard1 is the problem restricted to the basic CNG3 modem, or does this extend to the CGN3ACR, CGN3AMR, CGN3ACSMR, CGN3AMF,or CGNM-3552?  The specific model can be determined from the product sticker at the back of the modem.  

 

There was an issue last year with either the CGN3ACSMR or CGNM-3552 where the LAN ports would die if the modem lost momentary comms with the CMTS, but that was corrected in a firmware update.  Knowing the exact model and firmware would help in terms of determining if the same update would have to be applied to other modems as well.  This might be an issue caused by the switch over to the CASA Systems CMTS last year. 

 

Having the modem model and firmware version on hand would allow @RogersDave determine a suitable correction for the problem.  I don't know if you've advised him earlier concerning this issue. 

 

The modem models and firmware versions can be seen in this post:

 

http://communityforums.rogers.com/t5/Internet/FEEDBACK-Rogers-Rocket-Wi-Fi-Modem-Firmware-Trial/m-p/...

 

 



Re: CGN3 wired connection dying?

Duke99
I've Been Here Awhile

Currently Model: CGN3ROG, firmware: 4.2.4.7 problem started a few months back. Didn't find solution so far. Technicians will just remotely reboot the modem. Also replaced modem, still the same. Started to look for other ISP.

Re: CGN3 wired connection dying?

@Duke99 thats the base CGN3 model.  Are you on an unlimited account by any chance?  If so, you would be eligible for the CODA-4582 modem which is the newest modem that Rogers has fielded.  If you're on an internet plan that has a monthly download limit, then switching up to a CGN3ACSMR or CGNM-3552 might resolve this issue.  If you decide to switch to one of those modems and the problem clears up, can you post that result, please and thanks.  I for one would be interested in seeing the results of a switch, away from the CGN3ROG to another model which would have different firmware loaded. 



Re: CGN3 wired connection dying?

ghard1
I Plan to Stick Around

@DatalinkI'll start tracking this information and post the results here.

 

Thanks.

Re: CGN3 wired connection dying?

I have a Hitron CGN3 router with the following stats:

HW Version 1A
SW Version 4.2.4.7

 

The wireless speed was really slow so I connected an old wireless router in bridge mode that solved that problem. My internet speeds are more or less adequate. My problem is with the local ethernet.

 

I have a Linux machine that is local to my network. It is connected to the Rogers modem via Ethernet. It isn't accessible from the outside. Periodically I get networking dropouts. As far as the Linux machine is concerned, everything is fine. But it will not respond to established or incoming connections. If I initiate a ping or external connection from the Linux machine, connectivity is restored for 5 minutes or 5 seconds. I've setup a continuous ping from one Mac to the Linux machine and I can see the connection go up and down. I have tried a total of 3 different ethernet cards/devices that all display the same problem. Wireless is fine. 

 

I kept searching for a Linux-based caused and couldn't make any improvement. I hooked up another Mac directly to the modem just like the Linux machine. I setup the same continuous ping to both the Linux and Mac and saw the same kinds of drop outs on each. Maybe my wireless router has been dropping out this whole time too. 

 

Is this a known problem? Is there a firmware update or something? Can I get a new modem? Any ideas? Thanks.

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