Constant random disconnects that last a few seconds

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I Plan to Stick Around
Posts: 17

Constant random disconnects that last a few seconds

So for the past few weeks my internet has been consistently disconnecting. I find that its random in nature, and i do not know how to replicate it. Whether im browsing, emailing, youtubing, or gaming these disconnects dont seem to discriminate. The internet seems to shut down, i still have access to the modem via the web interface but anything internet related is out of the question. The modem lights do not change they remaint he same as if everything is working. 

 

A call to rogers had them set my router back to factory defaults this did not solve the problem. A chat with web assistance led me to believe that i was chatting a child and definitely not an expert. I was told to call in when the problem occured so that a tech could see exactly what was going on, except for the fact that its random and only last a few seconds. I swapped the modem out today, and that did me no good.

 

Ive done about 1000+ speedtest to test the speed and ping. I find it is very inconsistent, it will rannge from 9ms to 90ms, and speeds will range from 2mbps-150mbps. Odd that this started happening out of the blue, i was rock solid on rogers ultimate for the past 4 months with no hiccups.

 

The rogers "tech" on the phone told me that nobody in the area was having problems, and that this was an isolated problem on my end. I'm not convinced, i have a hunch that this is a issue on rogers end and not mine. The modem logs had a few errors in them mentioning synching, and something to do with the mac address. I would be able to tell you exactly what it said, except the fact that the new modem, which is the exact same model (dpc 3825) does not have a event log, i wonder how that magically disappeared.

 

I have tested this modem on wireless only, wired, bridge and the problem persist throughout every trial. I'm on my last step here, and im getting really frustrated i rely heavily on the internet for my work, and skype is a must. This makes doing my work  near impossible. I'm located in thornhill and was wondering if maybe anyone else is experiencing this? I have a few friends who live near by and none of them are experiencing anything like what im experiencing. So either something has malfunctioned on my end in the last 3 weeks, or there is a problem on my street, or a problem on rogers end, no idea.

 

 

***edited labels***

I Plan to Stick Around
Posts: 17

Re: Constant random disconnects that last a few seconds

Also why am i getting speedtest results that are above 150mbps, im on the 75/2 ultimate package. Does speedboost really jack my speed up that much.

 

http://www.speedtest.net/result/2360410305.png

Resident Expert
Resident Expert
Posts: 13,944

Re: Constant random disconnects that last a few seconds

Yes, the speedboost will inflate your download speed on a speedtest.
As for actual usage, the speedboat only effects the first 100mb I beleive now, up from 10, after that would be your regular.


I Plan to Stick Around
Posts: 17

Re: Constant random disconnects that last a few seconds

Wed Dec 12 09:19:58 2012  82000700  Critical (3)  Unicast Ranging Received Abort Response - Re-initializing MAC...  Wed Dec 12 08:48:30 2012  2436694061  Warning (5)  Dynamic Range Window violation  Wed Dec 12 08:18:03 2012  82000800  Critical (3)  16 consecutive T3 timeouts while trying to range on upstream ...  Wed Dec 12 08:18:03 2012  82000600  Critical (3)  Unicast Maintenance Ranging attempted - No response - Retries...  Wed Dec 12 08:18:03 2012  82000500  Critical (3)  Started Unicast Maintenance Ranging - No Response received - ...  Wed Dec 12 08:17:54 2012  82000800  Critical (3)  16 consecutive T3 timeouts while trying to range on upstream ...  Wed Dec 12 08:17:54 2012  82000600  Critical (3)  Unicast Maintenance Ranging attempted - No response - Retries...  Wed Dec 12 08:17:54 2012  82000500  Critical (3)  Started Unicast Maintenance Ranging - No Response received - ...  Wed Dec 12 08:17:23 2012  82000700  Critical (3)  Unicast Ranging Received Abort Response - Re-initializing MAC...  Wed Dec 12 08:14:53 2012  2436694061  Warning (5)  Dynamic Range Window violation  Wed Dec 12 08:14:53 2012  82000500  Critical (3)  Started Unicast Maintenance Ranging - No Response received - ...  Wed Dec 12 08:14:44 2012  82000800  Critical (3)  16 consecutive T3 timeouts while trying to range on upstream ...  Wed Dec 12 08:14:44 2012  82000600  Critical (3)  Unicast Maintenance Ranging attempted - No response - Retries...  Wed Dec 12 08:14:44 2012  82000500  Critical (3)  Started Unicast Maintenance Ranging - No Response received - ...  Wed Dec 12 08:14:36 2012  82000800  Critical (3)  16 consecutive T3 timeouts while trying to range on upstream ...  Wed Dec 12 08:14:36 2012  82000600  Critical (3)  Unicast Maintenance Ranging attempted - No response - Retries...  Wed Dec 12 08:14:36 2012  82000500  Critical (3)  Started Unicast Maintenance Ranging - No Response received - ...  Wed Dec 12 08:14:24 2012  82000700  Critical (3)  Unicast Ranging Received Abort Response - Re-initializing MAC...  Wed Dec 12 06:36:41 2012  82000500  Critical (3)  Started Unicast Maintenance Ranging - No Response received - ...  Wed Dec 12 05:57:00 2012  82000700  Critical (3)  Unicast Ranging Received Abort Response - Re-initializing MAC...  Wed Dec 12 05:53:38 2012  82000500  Critical (3)  Started Unicast Maintenance Ranging - No Response received - ...  Wed Dec 12 05:53:02 2012  82000700  Critical (3)  Unicast Ranging Received Abort Response - Re-initializing MAC...  Wed Dec 12 05:37:52 2012  2436694061  Warning (5)  Dynamic Range Window violation  Wed Dec 12 01:37:26 2012  82000700  Critical (3)  Unicast Ranging Received Abort Response - Re-initializing MAC...  Tue Dec 11 17:36:06 2012  2436694061  Warning (5)  Dynamic Range Window violation  Tue Dec 11 17:31:24 2012  82000700  Critical (3)  Unicast Ranging Received Abort Response - Re-initializing MAC...  Tue Dec 11 17:16:55 2012  2436694061  Warning (5)  Dynamic Range Window violation  Tue Dec 11 17:16:30 2012  82000700  Critical (3)  Unicast Ranging Received Abort Response - Re-initializing MAC...  Tue Dec 11 17:15:15 2012  82000500  Critical (3)  Started Unicast Maintenance Ranging - No Response received - ...  Tue Dec 11 17:15:11 2012  82000700  Critical (3)  Unicast Ranging Received Abort Response - Re-initializing MAC...  Tue Dec 11 17:14:56 2012  82000500  Critical (3)  Started Unicast Maintenance Ranging - No Response received - ...  Tue Dec 11 17:14:51 2012  82000700  Critical (3)  Unicast Ranging Received Abort Response - Re-initializing MAC...  Tue Dec 11 17:13:56 2012  82000500  Critical (3)  Started Unicast Maintenance Ranging - No Response received - ...  Tue Dec 11 17:13:43 2012  82000700  Critical (3)  Unicast Ranging Received Abort Response - Re-initializing MAC...  Tue Dec 11 17:13:42 2012  82000500  Critical (3)  Started Unicast Maintenance Ranging - No Response received - ...  Tue Dec 11 17:13:31 2012  82000800  Critical (3)  16 consecutive T3 timeouts while trying to range on upstream ...  Tue Dec 11 17:13:31 2012  82000600  Critical (3)  Unicast Maintenance Ranging attempted - No response - Retries...  Tue Dec 11 17:13:31 2012  82000500  Critical (3)  Started Unicast Maintenance Ranging - No Response received - ...  Tue Dec 11 17:13:23 2012  82000800  Critical (3)  16 consecutive T3 timeouts while trying to range on upstream ...  Tue Dec 11 17:13:23 2012  82000600  Critical (3)  Unicast Maintenance Ranging attempted - No response - Retries...

I Plan to Stick Around
Posts: 17

Seems that this might be an issue with the upstream bondi...

Seems that this might be an issue with the upstream bonding, its been on going since dec 1st. Clearly the upgrade of the upstream on all tiers has caused issues. The first channel loses signal and then all the channels lose signal which forces the downstream to come offline for a few seconds.

Resident Expert
Resident Expert
Posts: 13,944

Re: Constant random disconnects that last a few seconds

I know it's little comfort, if it is a upstream bonding issue, which would have co-insided with the speed/upload changes, it may only be localized.
I know other areas have got it, including mine, and haven't had the same issue. They must have botched the upgrade there 😞
As for gettin it fixed, all that can really be done is push for it to be escalated. Wish I could help more.


I Plan to Stick Around
Posts: 15

Re: Constant random disconnects that last a few seconds

Same issue for the last month or two..
MULTIPLE modems replaced.
Service calls.
LAST tech insisted issue was with my network card causing the disconnects.
I disconnected the modem from my computer and observed 2-3 disconnect events in the modem log. (Therefore, it is NOT my computer as the cause)
NONE of the dozen or so techs I've spoken with on the phone or here have even bothered to look at (and none seem to understand: I was told that the time (24 hour clock, GMT was the "up time" of the modem...) the modem logs stored on the local MODEM. (They all refer to the Roger's connection logs... useless in this case, alone... need to use ALL tools, guys)

Here's some info I found on the issue: They're having a channel issue on the cable ISP side of things.
First one refers to someone on the Roger's backbone, dealing with Techsavvy...
Related forum posts, Other ISP's with same issues.


Tech savvy (on Rogers' backbone) www.broadbandreports.com/forum/r27286584-Cable-Teksavvy-Cable-Constant-Modem-Restart-SB6120-~start=4...
forums.cox.com/forum_home/internet_forum/f/5/t/477.aspx?pi256=2
forums.cox.com/forum_home/internet_forum/f/5/t/188.aspx
mediacomcable.com/CustomerSupport/forum/index.php?topic=4261.60
www.tomshardware.com/forum/21085-42-cable-internet-connection-constantly-timing

 

I've had the same issue (same log errors) in both a SA Webstar modem, and the Motorola SB Docsis2 modems.
Here's my logs...

 

Time Level Description Tue Dec 18 01:04:13 2012    Critical (3)   DHCP WARNING - Non-critical field invalid in response.   Tue Dec 18 01:03:57 2012    Critical (3)   No Ranging Response received - T3 time-out   Tue Dec 18 01:03:45 2012    Error (4)   ToD request sent- No Response received   Tue Dec 18 01:03:45 2012    Critical (3)   DCC aborted unable to acquire new downstream channel   Tue Dec 18 00:58:54 2012    Error (4)   ToD request sent- No Response received   Mon Dec 17 21:03:49 2012    Critical (3)   DHCP WARNING - Non-critical field invalid in response.   Mon Dec 17 21:03:42 2012    Critical (3)   No Ranging Response received - T3 time-out   Mon Dec 17 21:03:27 2012    Critical (3)   DCC aborted unable to acquire new downstream channel   Mon Dec 17 20:13:03 2012    Critical (3)   DHCP WARNING - Non-critical field invalid in response.   Mon Dec 17 20:12:52 2012    Critical (3)   No Ranging Response received - T3 time-out   Mon Dec 17 20:10:09 2012    Critical (3)   Received Response to Broadcast Maintenance Request, But no Un...   Tue Dec 18 01:03:45 2012    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC f...   Mon Dec 17 09:16:40 2012    Critical (3)   Started Unicast Maintenance Ranging - No Response received - ...   Mon Dec 17 06:29:31 2012    Critical (3)   DHCP WARNING - Non-critical field invalid in response.   Mon Dec 17 06:29:22 2012    Critical (3)   No Ranging Response received - T3 time-out   Mon Dec 17 06:29:08 2012    Critical (3)   DCC aborted unable to acquire new downstream channel   Mon Dec 17 03:29:22 2012    Critical (3)   DHCP WARNING - Non-critical field invalid in response.   Mon Dec 17 03:29:07 2012    Critical (3)   No Ranging Response received - T3 time-out   Mon Dec 17 03:28:58 2012    Critical (3)   DCC aborted unable to acquire new downstream channel   Mon Dec 17 01:59:11 2012    Critical (3)   DHCP WARNING - Non-critical field invalid in response.   Mon Dec 17 01:58:56 2012    Critical (3)   No Ranging Response received - T3 time-out   Mon Dec 17 01:58:44 2012    Critical (3)   DCC aborted unable to acquire new downstream channel   Sat Dec 15 20:56:05 2012    Critical (3)   DHCP WARNING - Non-critical field invalid in response.   Sat Dec 15 20:55:57 2012    Critical (3)   No Ranging Response received - T3 time-out   Sat Dec 15 20:55:40 2012    Critical (3)   DCC aborted unable to acquire new downstream channel   Sat Dec 15 20:25:28 2012    Critical (3)   DHCP WARNING - Non-critical field invalid in response.   Sat Dec 15 20:25:15 2012    Critical (3)   No Ranging Response received - T3 time-out   Sat Dec 15 20:25:07 2012    Critical (3)   DCC aborted unable to acquire new downstream channel   Sat Dec 15 19:55:29 2012    Critical (3)   DHCP WARNING - Non-critical field invalid in response.   Sat Dec 15 19:55:21 2012    Critical (3)   No Ranging Response received - T3 time-out   Sat Dec 15 19:55:04 2012    Critical (3)   DCC aborted unable to acquire new downstream channel   Sat Dec 15 17:25:19 2012    Critical (3)   DHCP WARNING - Non-critical field invalid in response. 

 

Resident Expert
Resident Expert
Posts: 13,944

Re: Constant random disconnects that last a few seconds

Very intersting.. you are getting these on a D2 modem (normaly in the past, seemed to be more the D3s that this was happening to).

 

Now that i am thinking more on this.. MANY of the isses i have seen in the past on here with disconects, seems to be in areas, where Techsavy DOES service... but areas where they are not, havent really seen any reports.

 

I am wondering if its something then from the shared nodes.. vs one that isnt shared in a good area.?



I Plan to Stick Around
Posts: 15

Re: Constant random disconnects that last a few seconds

Update:

I've spoken to other customers in the area.

Ones I've talked to have had the issue as well.

Rogers not able to locate "any other cases" of the issue.

Resident Expert
Resident Expert
Posts: 13,944

Re: Constant random disconnects that last a few seconds

have those others called in about it as well?

I find.. the threshold for an 'area' problem.. must be INSANELY high.

We had a tv signal issue, on our street and the next one, for a while.. took about 20 people calling in about it, before they started really looking at it 😞