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CGN3ACSMR wireless keeps dropping

RayArt
I'm Here A Lot

Well, I figured I would post here, since support was no help, neither was a tech visit. 

This is the third modem by the way, since I "upgraded" two weeks ago. The wireless will randomly stop working if I leave all the settings to default, which I loath doing. The SSID dissapears, and the wireless lights go off on the modem itself. Customer support calls me a liar, telling me it is broadcasting wireless fine. Yeah, in the control panel it says that, but no light, and no SSID broadcast.

 

I don't want to be braodcasting on a SSID with rogers in it, with default password, as it doesn't seem safe to me. I don't want to have 5g broadcasting at all, as I don't have a 5g device. Problem is, anytime I change any setting, about as soon as the new setting is saved, wireless drops. 

I tried many times putting it into tunnel mode with my old linksys router I been using for years, no internet access. I had a . tech here come check it out, call me a liar, wireless is great, but I will change the modem anyways. Just as he is about to leave, low and behold, wireless lights go out, no SSID broadcast. Run in front of the van to stop him from leaving, tell him the wireless is out, he comes in and confirms with two devices, the wireless is indeed out. 

OK, let me check where your cable comes in the house. "Oh, look at this, two splitters here, that's not our splitters! This is the problem!" Puts in official rogers splitters, leaves, 5 minutes after he is gone, same thing again. I managed to get it into tunnel mode, and working with router. Worked great for a few days. Stopped working last night, trying for hours today to get it back working today. Factory reset, put back into tunnel mode, in tunnel mode wireless are lit up, cannot get access to internet with router, cannot find SSID. So now back to factory reset, and here now. ARGH. 

 

***Edited Labels***

1 ACCEPTED SOLUTION

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Re: CGN3ACSMR wireless keeps dropping

The best time to call tech support is when you have lost internet access.  At that point its a question of, is it a cable signal or node issue, or is it possibly a wifi problem.  When you do lose wifi internet access, check the inSSIDer display and see if your wifi network is still present and running.  If the laptop is still communicating with the modem wifi transmitter / receiver, that points to a cable issue of some type.  Its still possible that there might be a wifi controller issue, but hopefully between testing for ethernet internet access and the inSSIDer display the problem will become evident.  

 

In terms of wifi channels, its open competition.  Ideally, between your wifi network and the nearest competitor (in terms of received signal power), you would have at least 40 to 45 dBmW separation so that your network will run as you expect it to.  On a 2.4 Ghz network, such as the one that you are running, that might be tough if not impossible.  You can sort the text display of inSSIDer by selecting the top title bars, one at a time.  Using that you can sort the power levels to see who the competition is, and where your network sits, compared to everyone else's network.  That version of inSSIDer will monitor both 2.4 and 5 Ghz networks.  If your laptop has a dual band wifi adapter then you should be able to see both frequency bands, and you would probably notice that the 5 Ghz band is far less occupied.  That version doesn't display the 802.11ac networks that are becoming more prevalent in the 5 Ghz band, so it doesn't present the whole 5 Ghz picture.  There is a newer, pay version out now that will show those networks, and will run on a normal 5 Ghz N laptop.  For anyone running 802.11ac networks, its worth the $20 US. 

 

Do you have any 5 Ghz devices that you can shift up to that band?  If so, that's one of the first items that I would be looking at.



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22 REPLIES 22

Re: CGN3ACSMR wireless keeps dropping

Datalink
Resident Expert
Resident Expert

This sounds very much like a problem that was presented here not very long ago.  I'll have to dig up the link to the posts.  In that particular case, after isolating the wifi and ethernet network, the problem turned out to be a desktop's wifi adapter that had gone bad.  Replace the adapter and the problem with the modem has not reappeared.  At least, not yet.

 

Can you log into the modem, navigate to the STATUS.... DOCSIS WAN page, copy the downstream and upstream tables and paste them into the thread.   Those are the cable signal levels and signal to noise ratios

 

We'll start with those and go from there.....



Re: CGN3ACSMR wireless keeps dropping

Quick reply 😄

CGN3ACSMR

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1663000000256QAM-1.2001236.387
2591000000256QAM-1.500137.356
3597000000256QAM-1.200236.387
4603000000256QAM-2.000336.610
5609000000256QAM-1.500436.610
6615000000256QAM-1.300537.356
7621000000256QAM-1.500636.387
8633000000256QAM-1.700736.387
9639000000256QAM-1.100836.610
10645000000256QAM-1.600936.387
11651000000256QAM-1.4001036.387
12657000000256QAM-1.3001136.610
13669000000256QAM-0.80013336.610
14675000000256QAM-0.90013436.610
15681000000256QAM-0.70013536.610
16687000000256QAM-0.60013636.387
17693000000256QAM-0.70013736.610
18699000000256QAM-0.10013836.387
19705000000256QAM-0.30013936.387
20711000000256QAM0.40014036.387
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandWidth
130596000ATDMA - 16QAM44.75026400000
223700000ATDMA - 16QAM43.25036400000
338596000ATDMA - 16QAM44.75013200000

Re: CGN3ACSMR wireless keeps dropping

The downstream levels and signal to noise ratios are good, the upstream are slighly elevated above their normal 36 to 40 dBmV range, but not to the point of causing any problems. 

 

Can you also check the software version that is loaded as shown on the first STATUS page?  Typically these modems arrive with version 4.4.8.14 loaded.  This has numerous problems with online gaming, VOIP devices, VPNs and any other latency intolerant application.  Version 4.5.8.16 replaces that version and takes 48 to 72 hours to load after the modem goes online.



Re: CGN3ACSMR wireless keeps dropping

4.5.8.16

Re: CGN3ACSMR wireless keeps dropping

There is a bug in that version.  The wifi is either all on, or all off.  Turn off one network and they both go down.  The solution is to rename both networks so that they have unique network names, and for the network that you won't use, fill the entire passphrase with random characters, symbols and numbers.   I do the same to the network names, which negates the possibility of using precomputed tables to hack my wifi networks and makes it much harder to break using traditional computing.

 

I know with the CGN3 that there are certain characters or symbols that it will not accept for the passphrase. I wonder if that has carried on to the CGN3ACSMR and is a problem that you might be having?



Re: CGN3ACSMR wireless keeps dropping

I will give it a shot. Last time the wireless dropped and I had to factory reset, all I changed was the two SSID names. I think I will try changing one setting at a time this time and see if that helps lol. 

Re: CGN3ACSMR wireless keeps dropping

There shouldn't be any problem changing everything all at once.  Both network names and passphrases should be changed off of the default values to prevent someone from hacking your network.  The wifi security setting should be set to WPA-2 AES.  WEP and WPS should be disabled. 

 

Within the BASIC settings, UPNP should also be disabled.

 

 

Here is the other series of posts, starting at post #44:

 

http://communityforums.rogers.com/t5/forums/forumtopicpage/board-id/Getting_connected/page/5/thread-...



Re: CGN3ACSMR wireless keeps dropping

So far so good. It's about 20 mb/s slower download than my router was, but realistically, when do I need more than 20 mb/s anyways lol. Only time I ever go above 10 mb/s download is when on a speed test site, or grabbing a well seeded linux distro torrent.

Re: CGN3ACSMR wireless keeps dropping

What internet plan are you on, and can you run a wired and wifi speedtest at http://speedcheck.rogers.com/en.html or www.speedtest.net using the Toronto Telus server and post the results?

 

If you have a fairly new router, you should really consider kicking the modem into Bridge mode and use the router for everything.  It just depends on the age of the router and the data rate that you get from your internet plan.



Re: CGN3ACSMR wireless keeps dropping

http://www.speedtest.net/my-result/4707547455

That's my fastest wireless one so far, cannot try the wired one until tomorrow at least. I have it on the only unused channel around me, channel 3, it's amazing how many routers and modems my network card can see as I live in a small town, not a city lol.

I might give another try tomorrow to get it working in bridge mode, for today, I don't feel like running up and down flights of steps a hundred more times, on a good note my legs did get a good workout today, and it's not even leg day 😛

Re: CGN3ACSMR wireless keeps dropping

RayArt
I'm Here A Lot

Oh yeah, I do not know what plan I am on until I look at the bill. I told pops to get us Bundle 3 on the rogers website, he was told that was only available in big cities and had to settle for some other package.

Re: CGN3ACSMR wireless keeps dropping

abdimo
I've Been Around

 

My new CGN3ACSMR hangs randomly at 5G

 

Hi,

 

I've got a new plan and the CGN3ACSMR modem couple of weeks ago.
The 5G WiFi hangs mostly once per day and the clients (pc, mac or iPhone) can loose their internet connection and the only way I can make it work again is to turn the power off, wait 10 seconds and turn it on again. I also tried to turn off 2.4GHz just to make sure that there is no conflicts. The behaviour didn't change .

 

Now I connected my iMac via ethernet cable to the router and that seems to be stable. Also the issue seems to be with 5G network .

 

Is that a known issue ?

BTW, I didn't find any option on the user interface for updating the firmware. Are there any newer firmware available and if yes, how can I update the firmware ? I have currenlty System Software 4.5.8.16

 

Thanks

Abdi

 

Re: CGN3ACSMR wireless keeps dropping

With that firmware version loaded, which is the latest version, you shouldn't be able to shut down just one wifi network.  From what I know at the current time, there is a bug in that firmware version.  The result is that the wifi is all or nothing.  Its either both networks up and running or both shutdown.  If you turn one network off, it takes the other one with it.  Are you finding that this is no longer the case.  If so, that would indicate that the firmware has changed but that the version number has stayed the same. 

 

What happens to the ethernet connected devices when you lose the wifi?

 

We've seen a similar case recently with the wifi shutting down.  In that particular case the problem was tracked down to a desktop wifi adapter which had gone bad.  I'm wondering if you're having a similar problem.  Do you use a power bar at all to power your equipment?  If so, one step for troubleshooting this is to completely disconnect the power bar and run everything off of extension cords to see if that resolves the situation.  If you don't have a power bar, the next step would be to isolate the wifi devices one by one to determine if any of them are causing the problem.  Turn one of the devices off, reboot the modem to clear any mac address data and potential issues from that device and then keep using the modem until the next failure, if it occurs.  If you do see a failure, turn off another device, reboot the modem and keep going.  Turn the first device back on.  At some point you should be able to isolate the device that is causing failure. 

 

When you look at the modem, there are only four connection points to look at:

 

1.  Power through the power adapter

2.  Cable signal issues

3.  Ethernet connected devices

4.  Wifi connected devices



Re: CGN3ACSMR wireless keeps dropping

JohhnyRockets
I'm a Trusted Contributor

All of these issues with the Hitron modems are very discouraging. There are numerous threads on here with multiple issues and what it all boils down to is that Rogers is providing their customers with terrible modems. I give many kudos for people like @Datalink for helping people come to terms with these many issues but it must seem like he batting his head against a wall sometimes. Why does Rogers inflict such inferior modems upon their customers. Reading these posts reminds me of all the posts about Navigatr. Customers want something that works and works consistently. Hitron modems do not work consistently (just like Navigatr). Rogers - just give us something that works. Is this so difficult?

Re: CGN3ACSMR wireless keeps dropping

OmegaCoCo
I've Been Here Awhile

CGN3ACSMR wireless keeps dropping but the router doesn't show it has

 

I've browsed around the forums and have tried to find my exact issue and although many seem to have similar cases I haven't seen one exactly like my own.

 

Here is the issue; most of the time my internet works perfectly fine. However, it will go through these fits, as my roomate and I like to call them. During these fits the internet will completely drop and we are forced to manually reset the modem. Normally the issue will percise for an hour or so with my roomate and I hopelessly trying to fix the issue by restarting the modem over and over again. Once in comes back and the "fit" ends then there is no more issues and the wireless will work fine for the rest of the night. This issue used to happen every 3-4 days and was just a minor inconvenience and we thought about calling tech support, but because of how much little time it took from us everyday we just didn't bother. However, recently the "fits" have been reoccuring every single night and it has became an aggravating chore to get it working again.

 

I have still yet to call rogers for tech support, but I am on the verge of doing so, but I wanted to post here on the forum for help since I've usually have found more success with asking the community for help in the past.

Re: CGN3ACSMR wireless keeps dropping

Can you log into the modem, navigate to the STATUS. ... DOCSIS WAN page, copy the downstream and upstream tables and paste them into the thread.  Those are the cable signal levels which may be of interest in your current situation.

 

Is the on an ethernet or wifi connected device?

 

If this is a wifi connected device, there is also the issue of wifi performance that might be part of the problem.  You can have a look at the wifi environment with inSSIDer, which is a wifi monitoring application.  Looking at the graphical display will tell you who else is competing for the channels that you are using and what the power levels are like for your network and for the other networks that are running nearby.  Load this on a laptop and have a look at the wifi environment if in fact you are using wifi connected laptops for example:

 

http://www.techspot.com/downloads/5936-inssider.html

 



Re: CGN3ACSMR wireless keeps dropping

OmegaCoCo
I've Been Here Awhile

Down Stream:

Downstream Overview

Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 657000000 256QAM 6.900 11 40.946
2 591000000 256QAM 6.900 1 40.946
3 597000000 256QAM 7.000 2 40.366
4 603000000 256QAM 7.000 3 40.946
5 609000000 256QAM 6.900 4 40.366
6 615000000 256QAM 7.000 5 40.366
7 621000000 256QAM 6.800 6 40.366
8 633000000 256QAM 6.800 7 39.855
9 639000000 256QAM 6.900 8 40.946
10 645000000 256QAM 6.900 9 40.366
11 651000000 256QAM 7.000 10 40.366
12 663000000 256QAM 7.100 12 40.366
13 669000000 256QAM 7.000 109 40.946
14 675000000 256QAM 7.100 110 40.946
15 681000000 256QAM 7.100 111 40.366
16 687000000 256QAM 7.200 112 38.983
17 693000000 256QAM 7.200 113 38.983
18 699000000 256QAM 7.200 114 40.366
19 705000000 256QAM 7.100 115 38.983
20 711000000 256QAM 7.400 116 40.366

Upstream:

Upstream Overview

Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID BandWidth
1 30596000 ATDMA - 16QAM 34.500 2 6400000
2 23700000 ATDMA - 16QAM 36.000 3 6400000
3 38596000 ATDMA - 16QAM 34.500 1 3200000

 

All mine and my roomate devices are only using wireless, we have not plugged anything in with ethernet cables.

 

Also I downloaded inSSIDer and my wifi was directly sitting on the same channel as 2 of the closest SSID (11), so I moved it towards Channel 3 which partially overlaps with the farthest (Channel 1) SSIDs and overlaps and overlaps a little more on the 2nd farthest SSID (Channel 6). I'm assuming this is the safest place so I'm not upsetting anyone else's connections.

Re: CGN3ACSMR wireless keeps dropping

Your downstream levels are high, still within spec but they are high.  The signal to noise ratios are good.  Two of the upstream channels are slightly low, but that shouldn't cause any problems.  I'd be interested in seeing those levels when you are having connection issues.  Do you have Rogers Cable TV as well and if so, are you having any problems with that as well?  If you called tech support at the moment I suspect that they might not do anything at the present time.  I would call them anyways and have the CSR run a signal check on the modem and the neighbourhood node, which is what the modem connects to if you are in a house.  If you're in an apartment the modem might connect to a Multipe Dwelling Unit (MDU) which is located in a utility room downstairs and which provides data distribution throughout an aparment, condo, highrise, etc, etc.  Let the CSR know that you are seeing service outages with your internet and ensure that the CSR logs the complaint.  You might see a tech arrive to check out the cabling for any possible problems.  

 

The thing that I would like to know is when you lose connectivity on wifi, do you also lose connectivity via ethernet?  Can you plug a pc or laptop into the ethernet ports of the modem, or do you only have wifi devices?  If for example you had no internet access via ethernet, then I would definitely suspect a signal issue of some type.  If you still have ethernet internet access, they that points the blame at the wifi network, and possibly one of the wifi adapters on the network.  We've seen a few of those recently, where the modme appears to fail, but the real culprit has turned out to be a wifi adapter.  And if thats a possibility, then its a matter of isolating each device, one at a time by turning it off for a period of time and looking for another failure.  Run the network for a period of time that you would normally see a failure and if none is seen, turn the initial test device back on and run the network, looking for a failure.  Eventually, if you have a failing wifi adapter, you will find it.



Re: CGN3ACSMR wireless keeps dropping

OmegaCoCo
I've Been Here Awhile

After switching channels I haven't any downtime, but like in the main post I specifically said they normally went away after an hour or so and reappeared a day later. I will definetly look into calling tech as soon as the next fit happens, if it happens, and will also look to pick myself up an ethernet cord to test if I'm still receiving internet like that. If I do receive internet through ethernet I just might invest in a few of them.

 

Thank you for all your help, hopefully I won't have another outage in the next 24h!

Re: CGN3ACSMR wireless keeps dropping

The best time to call tech support is when you have lost internet access.  At that point its a question of, is it a cable signal or node issue, or is it possibly a wifi problem.  When you do lose wifi internet access, check the inSSIDer display and see if your wifi network is still present and running.  If the laptop is still communicating with the modem wifi transmitter / receiver, that points to a cable issue of some type.  Its still possible that there might be a wifi controller issue, but hopefully between testing for ethernet internet access and the inSSIDer display the problem will become evident.  

 

In terms of wifi channels, its open competition.  Ideally, between your wifi network and the nearest competitor (in terms of received signal power), you would have at least 40 to 45 dBmW separation so that your network will run as you expect it to.  On a 2.4 Ghz network, such as the one that you are running, that might be tough if not impossible.  You can sort the text display of inSSIDer by selecting the top title bars, one at a time.  Using that you can sort the power levels to see who the competition is, and where your network sits, compared to everyone else's network.  That version of inSSIDer will monitor both 2.4 and 5 Ghz networks.  If your laptop has a dual band wifi adapter then you should be able to see both frequency bands, and you would probably notice that the 5 Ghz band is far less occupied.  That version doesn't display the 802.11ac networks that are becoming more prevalent in the 5 Ghz band, so it doesn't present the whole 5 Ghz picture.  There is a newer, pay version out now that will show those networks, and will run on a normal 5 Ghz N laptop.  For anyone running 802.11ac networks, its worth the $20 US. 

 

Do you have any 5 Ghz devices that you can shift up to that band?  If so, that's one of the first items that I would be looking at.



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