Having issues lately with our Advanced WiFi Modem

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I'm Here A Lot
Posts: 7

Having issues lately with our Advanced WiFi Modem

Hi all,

 

We've recently upgraded to Ignite u100 and since there was a backlog on the new AC router, we kept our Advanced WiFi modem and i just stopped paying the rental fee.


Lately, since the switch, though, the Wi-Fi tends to drop randomly for short periods (just long enough to lose a game connection, or pause a movie, etc.)...and now the wired ports are going out on our two desktops.

 

Right now, we have WiFi working but wired isn't - modem has been rebooted completely. Is this a known issue? Do I need to do a firmware update to the router or something?

 

Thanks - hopefully we can figure this out...annoying service quality right now caused by this.

 

Kev

 

 

 

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Resident Expert
Resident Expert
Posts: 6,823

Re: Having issues lately with our Advanced WiFi Modem

Your signal levels and signal to noise ratios are really good.  They won't be a problem.  When the wired pc's lose internet capability, can you have a look at the back of the CGN3, specifically the connected port LEDs?  They should either be amber, denoting a 1 Gb/s connection with the pc, or green, denoting a 10/100 Mb/s connection.  I'm wondering what they show when you have a failure occurring?  If one or the other goes dark for example, I wouldn't hesitate to turn it back in and exchange it.  If they both stay lit, and remain their normal colour, that just confuses the issue.  If you only run two wired devices, switch the connectors to the ports that are not in use and see if that makes any difference.  If not, exchange it.  This is unusual to have a wired failure occurring, but, other people have brought home modems with bad ports.

 

The wireless dropping out could be due to interference, although the 5 Ghz networks have a smaller range compared to the 2.4 Ghz networks.  Switch the operating channel to channel 149 or higher, as those channels have a higher allowable output power level.  To monitor the network, load inSSIDer onto a laptop, preferably dual band and have a look at both the 2.4 and 5 Ghz bands to see how busy they are.  The link below is for the last freebie version of inSSIDer, which monitors both bands.  It does not monitor 802.11ac networks however which are becoming more common, so it won't show the whole 5 Ghz picture, so to speak.  There is a newer version out which does have that capability and which can be used on a laptop that does not run 802.11ac network, as it reads the transmit headers.  $20 U.S., but well worth it to understand what is going on around you in terms of the wifi environment.

 

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

 

http://www.inssider.com/inssider4/

 

 



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Resident Expert
Resident Expert
Posts: 6,823

Re: Having issues lately with our Advanced WiFi Modem

Can you log into the modem, navigate to the STATUS.....DOCSIS WAN page, copy the downstream and upstream tables and paste them into this thread.  Don't worry about how they look after pasting them in, I'll sort out the data when I have a look at it.  Those tables contain the RG-6 cable signal levels and signal to noise ratios, which might be of interest given your comments on the connection issues.



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I'm Here A Lot
Posts: 7

Re: Having issues lately with our Advanced WiFi Modem

Thanks Datalink - as soon as our son gets home, I'll walk him through how to do that and have him post it here...I saw some other Ignite connection issue posts and saw your external cable issue response, so figured you'd need that 🙂
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I'm Here A Lot
Posts: 7

Re: Having issues lately with our Advanced WiFi Modem

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Signal noise ratio (dB) Channel ID
1 639000000 256QAM 1.100 38.605 8
2 591000000 256QAM 1.400 38.983 1
3 597000000 256QAM 1.600 38.983 2
4 603000000 256QAM 1.400 38.605 3
5 609000000 256QAM 1.600 38.605 4
6 615000000 256QAM 1.000 38.605 5
7 621000000 256QAM 0.500 38.605 6
8 633000000 256QAM 0.500 38.605 7
9 645000000 256QAM 1.000 38.605 9
10 651000000 256QAM 0.900 38.605 10
11 657000000 256QAM 0.700 38.605 11
12 663000000 256QAM 1.100 38.983 12
13 669000000 256QAM 1.600 38.983 61
14 675000000 256QAM 1.500 38.605 62
15 681000000 256QAM 1.800 38.605 63
16 687000000 256QAM 1.300 38.605 64
17 693000000 256QAM 1.400 38.605 65
18 699000000 256QAM 1.400 38.605 66
19 705000000 256QAM 1.400 38.605 67
20 711000000 256QAM 2.000 38.605 68
 
Upstream Overview
Port ID Frequency (MHz) BandWidth Modulation Type Signal Strength (dBmV) Channel ID
1 23700000 6400000 ATDMA 43.500 3
2 30596000 6400000 ATDMA 42.000 2
3 38596000 3200000 ATDMA 43.500 1
Highlighted
Resident Expert
Resident Expert
Posts: 6,823

Re: Having issues lately with our Advanced WiFi Modem

Your signal levels and signal to noise ratios are really good.  They won't be a problem.  When the wired pc's lose internet capability, can you have a look at the back of the CGN3, specifically the connected port LEDs?  They should either be amber, denoting a 1 Gb/s connection with the pc, or green, denoting a 10/100 Mb/s connection.  I'm wondering what they show when you have a failure occurring?  If one or the other goes dark for example, I wouldn't hesitate to turn it back in and exchange it.  If they both stay lit, and remain their normal colour, that just confuses the issue.  If you only run two wired devices, switch the connectors to the ports that are not in use and see if that makes any difference.  If not, exchange it.  This is unusual to have a wired failure occurring, but, other people have brought home modems with bad ports.

 

The wireless dropping out could be due to interference, although the 5 Ghz networks have a smaller range compared to the 2.4 Ghz networks.  Switch the operating channel to channel 149 or higher, as those channels have a higher allowable output power level.  To monitor the network, load inSSIDer onto a laptop, preferably dual band and have a look at both the 2.4 and 5 Ghz bands to see how busy they are.  The link below is for the last freebie version of inSSIDer, which monitors both bands.  It does not monitor 802.11ac networks however which are becoming more common, so it won't show the whole 5 Ghz picture, so to speak.  There is a newer version out which does have that capability and which can be used on a laptop that does not run 802.11ac network, as it reads the transmit headers.  $20 U.S., but well worth it to understand what is going on around you in terms of the wifi environment.

 

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

 

http://www.inssider.com/inssider4/

 

 



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Resident Expert
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Posts: 14,208

Re: Having issues lately with our Advanced WiFi Modem

Wouldnt suprised me on a possible bad port.

When i FIRST got my CGN3, had a tech out to install. (yes, i am MORE than capable of doing it myself 😛 as people around here will know) They were out, since i have the smart home monitoring, and to make sure it was all still working fine, etc.

Brand new one, out of a box.. 4th port, wouldnt work at all.

 



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Resident Expert
Resident Expert
Posts: 6,823

Re: Having issues lately with our Advanced WiFi Modem

I came across an interesting thread on the Shaw forum tonight with a similar problem, where the wired connection would stop running.  Looks like there were IP address conflicts, so, the solution was to use static IP LAN addresses.  This makes me wonder about the DHCP server capability and serviceability in the modem.  In any event, give this a try, assign a static address to all of your devices and see if this manages to solve the problem.