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Constantly Disconnecting.

pnzR
I'm Here A Lot

I'm having a problem with my internet while gaming(specifically with League) and using VOIP, I'll lose connection to pvp.net and my raidcall for about 4-5s every 15-20s. I've already checked my cables, reset modem, and checked my computer for any programs that maybe messing with my connection. I tried to check my modem but it was taking 5+ min to connect and would time out because of the constant disconnects. Anyone have an idea of what's going on? Side note I'm using a cable not WiFi to connect my desktop to the modem.

29 REPLIES 29

Re: Constantly Disconnecting.

Gdkitty
Resident Expert
Resident Expert
Reboot the modem if you haven't yet.

Which modem do you have?

Really need to log into to it to get some info for further diagnostics.

Re: Constantly Disconnecting.

pnzR
I'm Here A Lot

Thank you for the quick reply.

 

As said in the post I already did a reset.

 

Hitron CGN3ROG

 

Stanard info, anything more specific?

 

Events from today:

1808/07/15 16:50:1768010300errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=0c:47:3d:c2:28:d0;CMTS-MAC=00:14:f1:e6:c5:0a;CM-QOS=1.1;CM-VER=3.0;
1908/07/15 16:50:1768010600noticeDHCP Renew - lease parameters tftp file-bac1020001060c473dc228d0 modified;CM-MAC=0c:47:3d:c2:28:d0;CMTS-MAC=00:14:f1:e6:c5:0a;CM-QOS=1.1;CM-VER=3.0;
2008/07/15 19:45:3890000000warningMIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=0c:47:3d:c2:28:d0;CMTS-MAC=00:14:f1:e6:c5:0a;CM-QOS=1.1;CM-VER=3.0;

 

WAN Overview:

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Signal noise ratio (dB)Channel ID
1603000000256QAM-3.00040.9463
2591000000256QAM-2.90040.3661
3597000000256QAM-2.80040.9462
4609000000256QAM-2.60040.3664
5615000000256QAM-2.70038.9835
6621000000256QAM-2.30040.3666
7633000000256QAM-2.00038.9837
8639000000256QAM-2.00038.9838
9645000000256QAM-2.10040.9469
10651000000256QAM-1.40040.94610
11657000000256QAM-1.70040.36611
12663000000256QAM-1.80038.98312
13669000000256QAM-1.70040.36661
14675000000256QAM-1.40038.98362
15681000000256QAM-1.60040.36663
16687000000256QAM-1.90038.60564
17693000000256QAM-1.70038.98365
18699000000256QAM-1.50038.98366
19705000000256QAM-1.30040.36667
20711000000256QAM-1.40038.98368
Upstream Overview
Port IDFrequency (MHz)BandWidthModulation TypeSignal Strength (dBmV)Channel ID
1385960003200000ATDMA46.7501
2237000006400000ATDMA46.7503
3305960006400000ATDMA46.750

2

Re: Constantly Disconnect​ing.

1243
I Plan to Stick Around

My internet been constantly disconnecting/buffering these past few days. I am directly connected to the modem (Hitron  CGN3ACR) and already tried restarting the modem, restarting my computer and plugging it into different ports. Are we paying $100+ for this crap? Thanks a lot rogers.

Downstream Overview

Port ID Frequency (MHz) Modulation Signal strength (dBmV) Signal noise ratio (dB) Channel ID
1 603000000 256QAM 8.700 40.366 99
2 591000000 256QAM 9.100 40.366 97
3 597000000 256QAM 8.900 40.366 98
4 609000000 256QAM 8.600 38.605 100
5 615000000 256QAM 8.500 38.983 101
6 621000000 256QAM 8.300 38.983 102
7 633000000 256QAM 8.400 38.605 103
8 639000000 256QAM 8.700 38.605 104
9 645000000 256QAM 8.500 38.983 105
10 651000000 256QAM 8.800 38.605 106
11 657000000 256QAM 8.700 38.983 107
12 663000000 256QAM 8.900 38.983 108
13 669000000 256QAM 8.800 38.605 109
14 675000000 256QAM 8.600 38.983 110
15 681000000 256QAM 8.700 38.605 111
16 687000000 256QAM 8.600 38.605 112
17 693000000 256QAM 8.900 38.605 113
18 699000000 256QAM 8.500 38.605 114
19 705000000 256QAM 8.400 37.636 115
20 711000000 256QAM 8.200 37.356 116

 

Upstream Overview

Port ID Frequency (MHz) BandWidth Modulation Type Signal Strength (dBmV) Channel ID
1 38596000 3200000 ATDMA 49.500 1
2 13696000 6400000 ATDMA 48.500 4
3 23700000 6400000 ATDMA 49.500 3
4 30596000 6400000 ATDMA 49.500 2

 

 

***Edited Labels***

Re: Constantly Disconnect​ing.

RogersArthur
Retired Moderator
Retired Moderator

Hi @1243,

 

 

Thank you for your post! We definitely understand the inconveniences of having your service interrupted. Do you have any other devices connected by WiFi that are also losing Internet connection? Is the modem connected to a power bar or directly to the wall socket? Were there any changes to your setup or computer in the past few days?

 

 

RogersArthur

Re: Constantly Disconnect​ing.

1243
I Plan to Stick Around

The devices connected to the modems have been fine but i do see a decrease in speed and the modem is directly connected to wall outlet. Nothing has been changed to my setup since i build it which was last year.

Re: Constantly Disconnect​ing.

RogersArthur
Retired Moderator
Retired Moderator

Hi @1243,

 


Thank you for your patience.


I understand the computer you build last year is directly connected to the Hitron CGN3ACR modem via Ethernet and for the past few days it's been constantly disconnecting/buffering. However you do have other devices staying connected to the same modem with no connection issues other than decrease in speed. So far you've tried other Ethernet ports on the back of the modem and rebooted your PC and the modem. If you've already tried another Ethernet cable I would suggest resetting the modem.

 

There are two ways that you can reset the Hitron CGN3ACR modem:

 

Open a web browser and enter the following address to access the gateway login page: 192.168.0.1.
Login with:
Username: cusadmin
Password: password
Click Admin.
Click Device Reset.
Click Factory Reset to reset the device.
Once the modem is finished restarting and is online the settings will be back to default.

- OR -

Press and hold the reset button at the back of the modem for more than 10 seconds. The CGN3 modem will reboot back into Gateway mode.

 

Please keep in mind if you reset the device this will remove all WiFi configurations and personal settings.



Keep us updated! Smiley Happy
RogersArthur

Re: Constantly Disconnect​ing.

1243
I Plan to Stick Around

Okay thanks for your help RogersArthur, i think everything is working in perfect order.

Re: Constantly Disconnect​ing.

RogersArthur
Retired Moderator
Retired Moderator

Hi @1243,

 


I'm happy to hear everything is working, Thank you for sharing it with the Community! Smiley Happy

 

 

RogersArthur

Re: Constantly Disconnect​ing.

I'm still having problems with my net, yesterday it was ok all day, but today I'm losing connection on all my devices every 2-3min for a few seconds ontop of the constant random disconnects  the internet is just painfully slow, we're getting 10-15/2 up when we should be getting 100down/10up, I don't know why we are paying so much for the 100u pack when it's slower than the average which is much cheaper.

Re: Constantly Disconnect​ing.

Datalink
Resident Expert
Resident Expert

You're downstream signal levels and signal to noise ratios are ok, but the upstream signal levels are elevated which is a little strange.  Typically the downstream drops and the upstream increases to stay connected to the Cable Modem Termination System.  From those numbers I wouldn't expect to see any issues, but, obviously in your case there is more to this than meets the eye, so to speak.  Call tech support and have the CSR run a signal check on the modem to see what turns up.  Your decreased data rates should be reflected in a higher bit error rate, which the CSR should see from the test.  Indicate to the CSR that you are seeing low data rates from the modem.  Just to make sure, are those from a wired connection, and is the connection direct to the modem?  If so, then something isn't right with the cable feed and most likely you need a tech to check the cabling and connectors.  Are you in a house, apartment, condo, highrise, etc. etc.  Just wondering as issues with apartment, condo and highrise installation problemes can be a challenge to sort out.



Re: Constantly Disconnect​ing.

Datalink
Resident Expert
Resident Expert

@1243 can you log into the modem, copy the downstream and upstream tables again and post them into the thread.  Your previous numbers are all high, to the point to requiring a tech visit.  Its very unusual to see both the downstream and upstream levels elevated at the same time.  Ideally the downstream levels are at 0 dBmV with a signal to noise ratio of 36 to 40 dBmV.  The upstream are normally in the 36 to 40 dBmV range.  The limits are + 15 to - 15 dBmV for the downstream and 51 dBmV for the upstream, so your upstream levels are close to the upper limit.  A modem reset will cure the situation temporarily, but it won't solve the signal level issues.  If the signal levels are at the same levels now, call tech support and have the CSR run a signal level check on the modem.  The upstream levels should be high enough to see higher bit error rates on the upstream test, and you should expect to see a tech visit your home to check the cable feed and determine why both downstream and upstream levels are so high.  Are you in a house, apartment, condo, highrise, etc, etc?



Re: Constantly Disconnect​ing.

pnzR
I'm Here A Lot

I assume you're talking to me since 1234 said he's fine now.

Side note I've already done many reboots and all the other standard solutions that I can think of/quick use of google-fu, I have a tech coming out on thursday to check it out, but it would be nice to get an idea of what is wrong.

Oh and about housing, I'm in a Condo on the 3rd floor.

 

Events for today

1808/11/15 06:17:4968010300errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=0c:47:3d:c2:28:d0;CMTS-MAC=00:14:f1:e6:c5:0a;CM-QOS=1.1;CM-VER=3.0;
1908/11/15 06:17:4968010600noticeDHCP Renew - lease parameters tftp file-bac1020001060c473dc228d0 modified;CM-MAC=0c:47:3d:c2:28:d0;CMTS-MAC=00:14:f1:e6:c5:0a;CM-QOS=1.1;CM-VER=3.0;
2008/11/15 18:34:0790000000warningMIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=0c:47:3d:c2:28:d0;CMTS-MAC=00:14:f1:e6:c5:0a;CM-QOS=1.1;CM-VER=3.0;
Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Signal noise ratio (dB)Channel ID
1603000000256QAM-3.50040.3663
2591000000256QAM-3.50040.3661
3597000000256QAM-3.40040.3662
4609000000256QAM-3.20040.3664
5615000000256QAM-3.20038.9835
6621000000256QAM-2.80040.3666
7633000000256QAM-2.60038.9837
8639000000256QAM-2.50038.9838
9645000000256QAM-2.60040.3669
10651000000256QAM-2.00040.36610
11657000000256QAM-2.20040.36611
12663000000256QAM-2.30038.98312
13669000000256QAM-2.20040.36661
14675000000256QAM-2.00038.98362
15681000000256QAM-2.10038.98363
16687000000256QAM-2.30038.98364
17693000000256QAM-2.20038.60565
18699000000256QAM-2.00038.60566
19705000000256QAM-1.80040.36667
20711000000256QAM-1.80038.60568
Upstream Overview
Port IDFrequency (MHz)BandWidthModulation TypeSignal Strength (dBmV)Channel ID
1385960003200000ATDMA48.2501
2237000006400000ATDMA46.7503
3305960006400000ATDMA46.750

2

Re: Constantly Disconnect​ing.

Datalink
Resident Expert
Resident Expert

Hi @pnzR, actually I was aiming my previous comments at @1243  I suspect, with the signal levels that he or she posted, that we'll see further queries.  A modem reset can bring temporary relief when cable signal levels are a problem, but the reset doesn't cure the underlying problem with the signal levels themselves.  That requires a tech visit to sort out.  In your case, as you're in a condo, there is most likely an MDU (Multiple-Dwelling Unit) distribution system parked in a utility room downstairs.  This is a specialized distribution cabinet built for apartments, condos, highrises, etc, supplying data feeds to potentially hundreds of residences in the same building.  Depending on the age of the condo, you might be experiencing nothing more than a single cable feed issue.  In a worst case scenario, the whole MDU might need replacing, which can be rather painful for everyone.  The key point, after the tech visit, is to check the signal levels in those tables again, and check the download and upload rates by running a wired speedtest at http://speedcheck.rogers.com/en.html or www.speedtest.net, using the Toronto Telus server.  If the tech visit does not solve the issue please let us know, as it will be time elevate this to the maintenance staff, which the moderators can initiate.  If that is the case, then this becomes more of an MDU issue, affecting everyone in the building, rather than a single user issue.  We have seen a few MDU issues recently.



Re: Constantly Disconnect​ing.

pnzR
I'm Here A Lot

Tech guy came out and swapped out the splitters but I'm still getting the same problem, random frequent disconnects that last a few seconds. Down/Up post swap.

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Signal noise ratio (dB)Channel ID
1609000000256QAM5.30040.9464
2591000000256QAM4.90040.3661
3597000000256QAM4.80040.3662
4603000000256QAM4.70040.9463
5615000000256QAM5.60040.9465
6621000000256QAM6.00040.3666
7633000000256QAM6.00040.3667
8639000000256QAM6.10038.9838
9645000000256QAM6.00040.3669
10651000000256QAM6.40040.36610
11657000000256QAM5.80040.36611
12663000000256QAM5.40038.98312
13669000000256QAM5.50038.98361
14675000000256QAM6.10040.36662
15681000000256QAM6.40038.98363
16687000000256QAM6.20038.98364
17693000000256QAM6.50038.98365
18699000000256QAM6.80038.98366
19705000000256QAM7.10040.36667
20711000000256QAM7.00040.36668
Upstream Overview
Port IDFrequency (MHz)BandWidthModulation TypeSignal Strength (dBmV)Channel ID
1305960006400000ATDMA36.0002
2237000006400000ATDMA36.2503
3385960003200000ATDMA38.2501

 

 

Re: Constantly Disconnect​ing.

Datalink
Resident Expert
Resident Expert

The disconnects are occurring on a wired connection?  Just want to be sure that is the case.  You've gained about 8 to 9 dBmV due to the spitter swap, but as you are indicating, that has not solved the issue.  Do you have Rogers Cable TV as well and if so, are you seeing problems with viewing or hearing the programs properly?



Re: Constantly Disconnect​ing.

pnzR
I'm Here A Lot

Using a wired connection, no one has complained about the tv then again they don't really notice things as a problem with the connection they will just attribute it to weather or something. I personally don't watch TV so I can't say for sure.

Re: Constantly Disconnect​ing.

Datalink
Resident Expert
Resident Expert

Ok, I'll ask one of the moderators to pass this onto @CommunityHelps  Watch for a private message via the envelope icon at the upper right hand corner of the page when you're logged into the site.  Looks like someone from the maintenance side of the house needs to have a look at the building MDU and determine what is required.  I'll leave that up to the @CommunityHelps staff to set that up.  

 

I've asked @RogersHassam to have a look at this thread, so either he or someone from @CommunityHelps should be in touch with you shortly.



Re: Constantly Disconnect​ing.

Thanks for helping out @Datalink

 

Hello @pnzR,

 

As mentioned by @Datalink, we will need to investigate this issue further. I'll have @CommunityHelps PM you. Keep an eye on your inbox. 

 

Thanks,

RogersHassam 

Re: Constantly Disconnect​ing.

CalvinThai
I've Been Here Awhile

CGN3ASCMR Modem

 

I ordered the 250u student plan, and it got installed 2 days ago. Ever since then, the modem seems to restart itself at any given time, and even when the modem is online, I randomly disconnect from certain aspects of the internet, such as video games, but I can still browse websites. This mostly happens in Hearthstone, even though I have already port forwarded.

 

I looked into it, and people said that it may be because of my dated firmware (4.4.8.14), and I do not know how to update it to the newest version. Please help!

 

 

 
 

Re: Constantly Disconnect​ing.

s1lva166
I Plan to Stick Around
CalvinThai,

What you may be experiencing is packet loss. When this happens, you will notice your pages do not fully load, or maybe a youtube video stops and struggles to buffer for a few seconds. These are all signs of packet loss. I've been experiencing this problem in my area for almost a year.

What's worst is that the problem is probably not specific to you, and I'll bet your neighbors are experiencing the same problem. That's bad news because those issues take a long time fix. Take it from me, I've been waiting for a solution for almost a year...
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