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Hitron CGN2-ROG Enhenced WiFi Modem issues

rabbit613
I Plan to Stick Around

I have been renting Motorola 5101 modem for almost 8 years. It worked very well. Since I knew my EXPRESS account can use 80GB/mon instead of 60G and upload speed can go to 2M  last week,  I called Rogers and asked why mine was still 60G. I was told I have to upgrade my modem. I have to pay $3 or $4 more to get 80G usage. I was forced to upgrade the Modem this monday. Then the nightmare started.

1. I returned the old Motorola and bought this Hitron CGN-ROG on Monday and plug it in. It worked for about 20 minutes. It failed to connect to internet. It showed "LOCAL ONLY". I called ROGERS. The rep said he can see my modem was connected to computer, it is the modem defective. He gave me the reference number. I went back to the store and changed second new modem.

2. The second modem didn't work when brought home. I called ROGERS again and again. Finally, at midnight one nice tech support man made the modem work ( or connected it to internet). But I couldn't open my home page --- google.com nor google.ca.  It was redirected to rogers.com. The internet worked for 13 hours, then if failed again. That was Tuesday, yesterday. I called ROGERS again. They connected it to internet again.

3. Today, the internet failed again. I called again. A tech support helped connected my modem to internet and told me he believes it is modem's problem and asked me to change it. Well, he seemed right. Ironically ,10 minutes later, when I was talking to ROGERS Customer service on my voip phone, the internet failed again. So my voip phone call was disconnected.  I went to the store and get the 3rd Hitron. It worked for 5 minutes. It failed again. This time I poke the "reset button" and reset the modem. It worked up to now, about 3 hours. 

    I am an Internet layman. I still don't know what problem it is. I still can't get on google , thesaurusdictionary and other website with Chrome. However, I can get those webs with IE or Firefox. I made the last call to Rogers. The rep suggested me to get a cisco modem. I want to get old returned Motorola modem back, but it is not possible. I  found only one ROGERS store rent CISCO modem nearby. I still want buy one because the rent is too expensive and will rise later. Another question is :will cisco work as well as Motorola? I was happy with rogers for 11 years except these 3 days, should I leave ROGERS? I am tired and frustrated. Hope  some can give me some advice.   Thank you.           2012-12-05

 

 

***edited labels***

1 ACCEPTED SOLUTION

Accepted Solutions

Re: Hitron CGN2-ROG Enhenced WiFi Modem issues

khorton
I Plan to Stick Around

There is no need to call Rogers to put this modem in bridged mode.  I switched my Hitron to bridge this afternoon, following the directions here.  I don't think there is any way to access the Hitron web interface after doing that, so the only way to get it back to router mode in the future would be to press and hold the factory reset button to put it back to the as-delivered config.

 

If your only complaint is WiFi performance, you don't need to switch the Hitron to bridged mode to use another wireless router.  Simply disable WiFi in the Hitron, and plug the WAN port on the wireless router into one of the LAN ports on the Hitron.  Set the wireless router to bridged mode, and enable its wireless.  I had my system working like that for a week, and only switched the Hitron to bridged because I needed port forwarding, and I couldn't get the Hitron to play that game.

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132 REPLIES 132

Re: Hitron CGN2-ROG Enhenced WiFi Modem issues

Gdkitty
Resident Expert
Resident Expert
The Hitron, Cisco and smc gateways, are the only options if you want to get the higher cap and speed :(. There is no real technical reason for this, but its the way Rogers has decided to go.
Now, were you running your own router with the Motorola? I know it sort of defeats the purpose of the gateway, but if you change your gateway into bridged mode, it effectively turns into a modem only, and you can connect a wireless router to it. Most people with those gateways have illuminated most problems of disconnects, wireless dropouts , etc by doing this.


Re: Hitron CGN2-ROG Enhenced WiFi Modem issues

FormerMember
I'm a Senior Advisor

@rabbit613

Gdkitty is correct about putting these modems into bridge mode and using your own router. To answer your last question though, none of the gateway modems will work as well as your older SB5101. It you browse through these forums and other forums such as DSL Reports and the Digital Forum there is only one conclusion you can come to with respect to the current line of D3 modems provided by Rogers; they are pure, unadulterated garbage. What Rogers is doing borders on criminal - taking more money from customers and not providing what they promise. Smiley Mad

 

 

Re: Hitron CGN2-ROG Enhenced WiFi Modem issues

I am going to kinda re-phrase what IHR said.

The gateway, in modem mode, will work just as well as your old modem, likely.

The problem is, that they charge more, technicaly, since its  has 'more features' being a gateway.. BUT to get it to more work right, you need to disable all of that.  So your technicaly paying more, for features, that you are not using.

🙂



Re: Hitron CGN2-ROG Enhenced WiFi Modem issues

rabbit613
I Plan to Stick Around

Thank you for your reply.

And yes, I was using a Dlink wireless router with Motorola 5101. Since the new gateway has the router function, it is a waste not to use it. Keep using  Dlink wireless router creates more radiation in the house, which I don't think it envorimentally healthy. Besides that, I don't even know what the "bridge mode" is. How to do it?  There is no Hitron manual inside the box. How to do it? Can I use the ethernet ports after "bridging it"?

Re: Hitron CGN2-ROG Enhenced WiFi Modem issues

rabbit613
I Plan to Stick Around

Woa. All gabages. I should wait for a while to see this 3rd Hitron's condition. Since it dropped off the internet the first time which I  'd like to think it sporadical, it has been working for 19hours up to now.  I also worry CISCO's quality. Wait and see. 

Re: Hitron CGN2-ROG Enhenced WiFi Modem issues

FormerMember
I'm a Senior Advisor

@rabbit613 wrote:

Thank you for your reply.

And yes, I was using a Dlink wireless router with Motorola 5101. Since the new gateway has the router function, it is a waste not to use it. Keep using  Dlink wireless router creates more radiation in the house, which I don't think it envorimentally healthy.


You will be making a big mistake to try and use the built-in router on the Hitron or either of the other D3 modems. It really is simple - the built-in wireless suffers from poor range and dropped connections. Keep your D-link router and use it. Rogers can remotely put the modem into bridge mode for you so that you can hook up your own router. Here is a user manual - seeing as how Rogers could not even provide that for you!!

 

http://www.westmancom.com/fileadmin/content/docs/user_guides/internet/CGN2_UG_v2-0_2012-02-29_Hitron...

 

The bottom line though is that Rogers is still charging people for a product that does not live up to their advertising. They promote the Hitron as:

  • Tuned to be our best performing Wi-Fi modem yet
  • Our furthest reaching Wi-Fi modem , delivering maximum signal strength anywhere in the home
  • Virtually NO dead zones in the home

Not one of those statements is true. You can make your own judgment though!

 

 

Re: Hitron CGN2-ROG Enhenced WiFi Modem issues


@rabbit613 wrote:

Thank you for your reply.

And yes, I was using a Dlink wireless router with Motorola 5101. Since the new gateway has the router function, it is a waste not to use it. Keep using  Dlink wireless router creates more radiation in the house, which I don't think it envorimentally healthy. Besides that, I don't even know what the "bridge mode" is. How to do it?  There is no Hitron manual inside the box. How to do it? Can I use the ethernet ports after "bridging it"?


To turn the device into bridged mode, for the hitron, you need to contact rogers, if i am correct, i dont think you can manualy do it like the cisco or SMC.

Another user on here recently said, that yes, you can still use the ports on it.

 

As for the more radiation, etc.. thats sorta a sore point for me... many people read stuff on this, without knowing the WHOLE picture.

A) When you put it in bridged mode, the internal wireless is turned OFF, so no more radiation than currently with your dlink.
B) Wireless devices like this, while yes, technicaly produce radio frecquency waves, etc.. the type of radiaion that is emitted from them is called NON-INONIZING.  No long term findings have been 100% found on the possibilities of causing headaches, etc.. there is NO WAY that this type of thing can give you cancer, non-ionizing radiation can not do this, it can not effect the molecular structure (compared to an ionizing radiation.. xrays even being one of that type) (this from the world cancer association website)

C) Do you us any cordless phones in the house??  These work on the SAME freqencies as the wireless routers, so you likely already have it there.  And actualy a corless phone base, ringing a handset that a call comming in, actualy produces MORE than a consistant wireless signal.  This is why a corless phone, specialy when its ringing, if its near a router/computer, can actualy cause it to have signal issues.



Re: Hitron CGN2-ROG Enhenced WiFi Modem issues

FormerMember
I'm a Senior Advisor

@Gdkitty wrote:

C) Do you us any cordless phones in the house??  These work on the SAME freqencies as the wireless routers, so you likely already have it there.  And actualy a corless phone base, ringing a handset that a call comming in, actualy produces MORE than a consistant wireless signal.  This is why a corless phone, specialy when its ringing, if its near a router/computer, can actualy cause it to have signal issues.


The only time we ever had a problem with a cordless phone disconnecting our wireless was when using a 2.4 GHz phone. This of course was the same frequency as our router. When we switched back to our older 900 MHz phone, the problem was eliminated. We have since purchased a newer DECT6 phone and this also does not cause any problems with the router disconnecting!

Re: Hitron CGN2-ROG Enhenced WiFi Modem issues

That would be correct IHR 🙂

Standard G wireless (and some N) tends to broadcast on the 2.4ghz range.  Some N will often on the 5.8ghz range.

If you are using a phone with those frequencies, this can effect it.  Going to a 900 (hard to find now) or a 6.0, should remove that problem.



Re: Hitron CGN2-ROG Enhenced WiFi Modem issues

rabbit613
I Plan to Stick Around

Thanks a lot for the manual. Now I know better about this Hitron. I will try the "bridge" later. But I worry about the warranty issue if I did that.

Re: Hitron CGN2-ROG Enhenced WiFi Modem issues

FormerMember
I'm a Senior Advisor

I don't think that putting the Hitron into bridge mode will affect the warranty. There are numerous people with D3 modems who have done this - with the SMC, the Cisco, and now the Hitron. The WiFi is so bad on all of them that people have no other choices available. Also, you are not physically altering the equipment in any way - just changing a setting. It can just as easily be switched back again. 

 

Keep in mind though that from what I have read, you may need to have Rogers switch it into bridge mode for you. They do this remotely if you request it. Of course, it is never a solution that is recommended by Rogers. They will suggest numerous other things like changing the channel, rebooting the modem, exchanging the modem (I see you have done this a few times already) or trying a direct Ethernet connection (when people want a WiFi connection and nothing else). None of them work! For Rogers to suggest bridge mode would be an admission that their equipment is a failure, so it is left to the customer to figure this out on their own! They are aware of the issues, yet do noting about them! Smiley Sad

Re: Hitron CGN2-ROG Enhenced WiFi Modem issues

khorton
I Plan to Stick Around

There is no need to call Rogers to put this modem in bridged mode.  I switched my Hitron to bridge this afternoon, following the directions here.  I don't think there is any way to access the Hitron web interface after doing that, so the only way to get it back to router mode in the future would be to press and hold the factory reset button to put it back to the as-delivered config.

 

If your only complaint is WiFi performance, you don't need to switch the Hitron to bridged mode to use another wireless router.  Simply disable WiFi in the Hitron, and plug the WAN port on the wireless router into one of the LAN ports on the Hitron.  Set the wireless router to bridged mode, and enable its wireless.  I had my system working like that for a week, and only switched the Hitron to bridged because I needed port forwarding, and I couldn't get the Hitron to play that game.

Re: Hitron CGN2-ROG Enhenced WiFi Modem issues

rabbit613
I Plan to Stick Around
Thank you. There are a lot of things to learn about gateway for me at present. I will try it later. The first thing I am concerning is my Dlink wireless router has the same address 192.168.0.1 as Hitron. I haven't tried. It might be a problem for setup.

Re: Hitron CGN2-ROG Enhenced WiFi Modem issues

Gdkitty
Resident Expert
Resident Expert
I currently have it in the gateway not in bridged mode setup as well.

What you would want to do, is make sure that you connect to the dlink seperately first, and set its IP address to say 192.168.0.2. Then connect it to the rest. Then both will be addressable.


Re: Hitron CGN2-ROG Enhenced WiFi Modem issues

AmigoPedro
I've Been Around

I experienced similar problems with my new Hitron Gateway modem.  At first I thought it normal to keep having to reset the modem.  Then after being dropped one time too many, I exchanged my Hitron  for another, and then, yet another ... making three in total.  The newer ones worked except that the download speeds over wifi were abysmal.  I couldnt register a download speed faster than 6Mbps on "speedtest.net",(the site that Rogers refers its customers to test the internet speed) from about 30 feet from the router.  Anyway, after calling on more than one occaision and being told to move the Hitron away from windows, electrical appliances, wood and glass (I suppose it's best installed in a vacuum), I checked this forum and learned that I wasnt alone.  I have since gone the route of having the wireless feature disabled by Rogers and reverted to my own wireless router,  I have boosted download speeds on my wireless laptop from less than 6Mbps to over 23Mbps, a significant improvement. The Rogers tech that helped my with this conceded that opinions on the Hitron modem have been mixed.  It is noteworthy that this tech also disabled his wireless feature and uses his own router to distribute a wi-fi signal.

@Re: Hitron CGN2-ROG Enhenced WiFi Modem issues

@khorton:

 

please be aware that you should not connect your Hitron router to the external router by connecting from LAN port on the Hitron to WAN port on the external router.  Do not do this!  Instead, connect from a LAN port on the Hitron to a LAN port on the external router.  Basically you will be using the external router, not as a router, but as a switch.  Also make sure that you have only one of them doing dhcp, and turn off the WiFi on the Hitron.

 

Also, as pointed out by others, make sure that the external router has its IP address set to be different from that on the Hitron.

 

If you were to put the Hitron into bridge mode, then and only then would you want to connect to the WAN port on the external router.

 

It is in fact possible to set up a working configuration by connecting between the LAN port on the Hitron and the WAN port on the external router.  But that would require additional setup steps which are more complex than is really required, and I won't go into that here and now.

 

skinorth

 

Re: @Re: Hitron CGN2-ROG Enhenced WiFi Modem issues

PaulH
I Plan to Stick Around
Last week I retired my old DOCSIS2 SB5100 modem and installed a new Hitron CGN2-ROG. Since I already have a Linksys wireless router running DD-WRT, I disabled the Hitron's wireless capabilities, UPnP, and the Residential Gateway feature to get the Hitron in bridged mode. With that configuration my connection to the net is solid and the speeds are good. One problem though: In bridged mode I cannot access the Hitron at the standard 192.168.0.1 IP location - the browser just times out. If I do a hard reset with the reset button, I can once again browse to the modem, but the reset returns the modem to gateway mode and factory defaults. I even tried some other possible addresses (192.168.1.1, 192.168.100.1) but to no avail. Is there a different IP to access the modem in bridged mode, or is this expected behaviour in bridged mode?

Re: @Re: Hitron CGN2-ROG Enhenced WiFi Modem issues

FormerMember
I'm a Senior Advisor

From what I have read, this is the expected behaviour - not just with the Hitron, but with all of the D3 gateway modems. Once placed in bridge mode, you are no longer able to access the settings. Not sure why this is the case, but it would not surprise me if Rogers is behind it!

Re: Hitron CGN2-ROG Enhenced WiFi Modem issues

Gdkitty
Resident Expert
Resident Expert
Not being able to access is the same for these models even outside of Rogers.

When you turn bridged mode on, you are effectively not just turning off the stuff, your fully disabling the router portion. It's not on, to be able to access.


Re: Hitron CGN2-ROG Enhenced WiFi Modem issues

PaulH
I Plan to Stick Around
Thanks Gdkitty and IHR. I guess i shouldn't have been surprised since I set the thing to "turn off everything else" mode. 😉
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