cancel
Showing results for 
Search instead for 
Did you mean: 

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***

132 REPLIES 132

Re: Hitron CGN2-ROG Enhenced WiFi Modem issues

rabbit613
I Plan to Stick Around

@khorton,

Thank you. Very helpful. Right now my 3rd. Hitron seems getting stable, although the wireless speed is slow. But I don't need it too fast for my laptop. I will keep watching it. I will bridge it when I have to.

Re: Hitron CGN2-ROG Enhenced WiFi Modem issues

rabbit613
I Plan to Stick Around

@skinorth,

Sounds complicated.  I am totally a layman here. Is it dangers to connect a Dlink wireless router on its WAN port  from a LAN port on Hitron? Can't we let the two wireless devices work together at same time? If I live in country, that might be a solution for a wireless signal relay.

Re: Hitron CGN2-ROG Enhenced WiFi Modem issues

eliot
I've Been Here Awhile

I am not a technical person. I exchanged my old Rogers modem (which connected my computer and my two wi-fi devices , my iphone and ipad) for the new Hitron modem on the understanding that I was going to get a better and perhaps faster connection to the internet.  

 

This new modem appears to have a poorer range when I use my Wi-Fi devices in my 1100 square foot condominium compared to my older rogers modem that I returned today.  

 

In reading the other posts, there does not appear to be an easy fix for the non-technical user regarding the wi-fi range issue with this Hitron modem.  I therefore may have to return the modem to Rogers and re-rent a different model.

 

I am not sure what model of modem I had previously from Rogers so I am wondering what brand/model of modem I should be renting from Rogers to overcome the Wi-Fi range issue that I am experiencing with the Hitron.  I have the Rogers internet express package. I am not a huge user of data or video etc. 

 

Any advice would be appreciated. Thank you.    

 

Eliot

Re: Hitron CGN2-ROG Enhenced WiFi Modem issues

FormerMember
I'm a Senior Advisor

It really is unfortunate. It has been explained to me that the reason Rogers is using only gateway modems is to make things "easier" for their customers. The theory seems to be that you simply hook up your gateway modem and you are done - kind of a no mess, no fuss type of logic. The customer who is not terribly literate when it comes to technology does not have to go through the so-called hassle of setting up their own router, since with the Rogers gateway, it is all done for you - one nice, neat package.

 

Now, if the gateways worked as advertised, all would be well. This is what it states on the Rogers Website regarding the Hitron. Our furthest reaching Wi-Fi modem, delivers maximum signal strength anywhere in the home with virtually NO dead zones! This is our best performing and most consistent Wi-Fi modem yet. The problem though is that not only does the Hitron not work as advertised, none of the D3 modems are providing adequate wireless coverage within the home. So the irony, in the end, is that the customer who is using one of these gateways and is experiencing dropped connections and poor range, may have no clue what to do. So eliot, no matter which D3 modem you get, you will face the same issues with both wireless range and dropped connections. 

 

The easiest solution for the non-tech customer I believe is to have the modem placed into bridge mode. This effectively disables the router and turns the unit into a modem only. Then, you can hook up your own router. If you are not sure how to bridge the unit, Rogers can do it for you - remotely. Last week a customer on Facebook was complaining about the exact same issues. She got the usual run around from Rogers. The only way she could get a wireless connection was when she sat right next to the Hitron. Upon reading my suggestion, they bought a router, bridged the modem and the problem was solved. 

 

Rogers continues to offer higher speeds and usage allowances for customers who switch to a D3 modem, but so far have not addressed the issue of the D3 modems which are far less than desirable when it comes to their performance as an "Enhanced Wi-Fi Modem".

Re: Hitron CGN2-ROG Enhenced WiFi Modem issues

I do have to agree with IHR.

Your BEST bet, to maximize your range.. would be to purchase your own 3rd part wireless router, and put the gateway in bridged mode.

If you need some help/sugestions on models of these, we would be glad to help.

 

To obtain the 'faster' advertised speeds and cap, you do need to swtich to a D3 gateway though (weither its in gatway or bridged mode, doesnt matter).   As IHR will attest to, there really is no TECHNICAL reason the caps and speed cant be done on the older D2 modems...  best guess is that they want people on the D3s as its newer technology... if only they would provide a decent d3 gateway, or just a D3 stand alone modem.  But weither the hitron, SMC, or Cisco, all of them can be put into bridged mode.

Many users with using their own router, are able to get the range they want, and also the advertised speed (myself for example)

Re: Hitron CGN2-ROG Enhenced WiFi Modem issues

eliot
I've Been Here Awhile

Thank you and IHR for your helpful comments and advice.

 

I will go into Staples to buy a router. If there is a particular model that you would suggest, please let me know. I assume that Rogers will be able to walk me through the change to 'bridge' procedure unless there is an easy to follow step procedure on-line.

 

By the way, when I was on the phone with Rogers yesterday, the Rogers technical support suggested that I might consider a "N-type" modem if I was unhapply with Hitron. I have seen a lot of references to "D type modems.  I don't know what the difference is but is a "N" type modem another alternative to overcoming the Hitron wi-fi range issue?

 

Thank you again.

 

Eliot 

Re: Hitron CGN2-ROG Enhenced WiFi Modem issues

Gdkitty
Resident Expert
Resident Expert

There is no N type modem..

But i am guessing.. IF they were talking about wireless range, etc.. they were talking about an N router (which is what you would be buying).

While i beleive the hitron CAN be done yourself, its not the easiest, i beleive.. they should be able to walk you through it or do it over the phone.

Now.. as for routers.  I am partial to Linksys/Cisco.. many others have Dlink.. these are probably the top two (compared to other brands).
All routers now should do G (for devices which only do G), but an N based router, for devices which can connec with N, will have a better range, etc.
Dlink DIR-825
Linksys E2500

Are both good models.. both are dual band (which means the G and the N signals are on different frequencies), which actualy can help with signal problems sometimes.

Re: Hitron CGN2-ROG Enhenced WiFi Modem issues

FormerMember
I'm a Senior Advisor

I can certainly vouch for the Linksys E2500. We bought a new laptop at Staples. It was a package deal and the E2500 came with it. We replaced our old, obsolete DI-524 with the new one and have had no problems whatsoever. Gdkitty is correct in that it is a Dual-Band N router (2.4 & 5 GHz). The funny thing is that I gave my old, obsolete DI-524 router to my son and it solved all of his disconnect problems with his SMC gateway modem from Rogers. To think that Rogers should be offering the latest and the best in equipment, but instead, their equipment is a dismal failure!!

Re: Hitron CGN2-ROG Enhenced WiFi Modem issues

techguy001
I'm a Reliable Contributor

I also agree with all the comments above.  None of the 3 devices that Rogers provides these days:  SMC, CISCO or HITRON are any good at wireless signals.  They're fine onlly for wired connetions.   Hard to believe so many companies can get this wrong and that Rogers thinks it's ok to be forcing people to use these things.   I understand fully why we need to be using the newer Docsys 3.0 modem service for the higher speeds but Rogers should also let us purchase/rent a modem only device such as the Motorola 6120 which costs less and would allow us to keep using our own routers.   That would be too logical.

 

I too have put my SMC router into bridge mode and use my own router.  I can add that my ASUS RT-N56U  is a terrific router and great at wireless range as well and is also reasonably priced for the features.   It too includes 24. Ghz and 5 Ghz band support if you need it.   I live in a 4-story townhouse and within 1 floor of the router I can get the full 300 Mbs speed and 2 floors away I can get about 150.

 

With the Rogers SMC router I was getting < 100 even 10 feet away from the router and sometimes it dropped to zero.    Unbelievable.

 

 

You might also be interested in this review that you can find online:

 

http://reviews.cnet.com/best-wireless-routers/

 

 

 

Re: Hitron CGN2-ROG Enhenced WiFi Modem issues

It is just so sad that Rogers has to be so ignorant over providing customers with a decent D3 modem. Do they not read the complaints? Are the complaints ever passed on? Will they ever understand that their current equipment is utter garbage? Smiley Frustrated

Re: Hitron CGN2-ROG Enhenced WiFi Modem issues

rabbit613
I Plan to Stick Around

I tried "bridge mode". However, the Dlink router didn't connect to internet, only local. I tried plugging it into WAN or LAN, neither worked. But in "gateway" mode, the router can connect to internet. Is my router failed???

I finally dumpped HITRON and get a SMCD3, because Hitron worked well for 170 hours and started disconnecting internet frequently. I couldn't make Dlink router work under Hitron in bridge mode. 

Besides I couldn't make Dlink router work either under SMC in bridge mode. any suggestion ?

Re: Hitron CGN2-ROG Enhenced WiFi Modem issues

Check your new thread, put a reply there.

Re: Hitron CGN2-ROG Enhenced WiFi Modem issues

Rudi2
I've Been Around

I had a Motorola modem  for many years as well, connected to a D-Link router, and I never had a problem.

Then earlier this year I changed to the CISO gateway to get the higher datarates, but that unit  kept on disconnecting from the internet. I replace the unit 3 times, same problem. I then had a service tech here who could not find anything wrong with the setup and suggested that I change to an SMC gateway. That unit worked alright but I was unable to set-up a guset network, nor could I assign static IP address to some LAN connected devices, which I whish do to. So I returned that unit as well. When I went to the Rogers store today they suggested that I upgrade to the new Hintron gateway, reading all these posts I am happy that I did not follow that advice.

As Rogeres is charging an increased fee for the modem/router combination they should ensure that they actually work, or better yet allow those customere who which to, to rent/buy a modem only device (at an appropriately reduce cost), so we can attach a router that works.

 

Re: Hitron CGN2-ROG Enhenced WiFi Modem issues

Gdkitty
Resident Expert
Resident Expert
Just a note to that, you can assign a static ip with the smc, I am doing so for all my devices at home. (Gateway is my dhcp server). But you are correct no guest network. I am using a linksys as a wireless access point only, which does provide the guest network.

As stayed in this thread , putting any of them in bridged mode, make it essentially the setup you had before with your old modem. But 100% agreed that its stupid that we have to pay more for features we can not use

Re: Hitron CGN2-ROG Enhenced WiFi Modem issues

JPRP
I've Been Here Awhile

I just got the Hitron modem/router and all my devices can connect but my gaming pc which has a 1GB network card in it.  I can see and access other computers from it and access it from the other systems yet it has no internet.  I even reinstalled Windows XP on the gaming system and still the same thing.

 

Any ideas would be appreciated...

 

Rodrick

Re: Hitron CGN2-ROG Enhenced WiFi Modem issues

Gdkitty
Resident Expert
Resident Expert
That's an odd one. First thought would have been the ip settings may have been set to something static, and the gateway or was wrong. But if you did a re install, that would have been wiped.

Re: Hitron CGN2-ROG Enhenced WiFi Modem issues

@rabbit613:

 

I assume you are responding to my posting replying to khorton.  There is no "danger" involved here, other than you may get frustrated when your network setup doesn't work!

 

If you connect the (unbridged) Hitron LAN port to the WAN port on the Dlink (or any other router, for that matter) you are cascading two routers, one after the other.  So, a PC connected to the Dlink LAN address space (WiFi or cable) would need to be routed through the Dlink, and then routed through the Hitron, to get to the Internet.  This could be done, but it would take some non-trivial amount of setup of two different IP address spaces, let's say 192.168.0.1 - 192.168.0.255 for the Hitron, and 192.168.1.1 - 192.168.1.255 for the Dlink.  The Dlink WAN port would need to have an assigned address in the Hitron address space, let's say 192.168.0.2 (the Hitron would have 192.168.0.1).  You would then need to decide which router does dhcp, and disable dhcp on the other router.  You would need to disable WiFi on the Hitron, I assume.

 

Sounds complicated?  Well, it might be to someone who has never done this before, but it really isn't too bad once you work through the process a few times.  Third time's a charm they say, right........

 

On the other hand: if you connect the Hitron LAN port to a Dlink WAN port you only need to make sure that the Dlink has a unique IP address in the Hitron address space.  You stlll need to work out the dhcp and WiFi enable/disable issues.

 

skinorth

 

Re: Hitron CGN2-ROG Enhenced WiFi Modem issues

JPRP
I've Been Here Awhile

I know right?  I am pretty good with this stuff as I used to do onsite support for gov offices but this one has me baffled.  I got it working with an old dlink 530tx 10/100 but I would rather use the onboard 1GB network card.  I may just go buy a router and set it up as just a modem it's probably the only option I have at this point.

Re: Hitron CGN2-ROG Enhenced WiFi Modem issues

Gdkitty
Resident Expert
Resident Expert

It's possible that its a combination of the two. I know at work, we had an odd issue where they were crapping out on a download over about 6mb.. The cards were 1g. Its like they were overloading what they were plugged into. We dropped them down to 100 in the software, and not a problem since.

Re: Hitron CGN2-ROG Enhenced WiFi Modem issues

JPRP
I've Been Here Awhile

Maybe but it's a gaming system so I'd kind of like to be able to use the 1GB card...

Re: Hitron CGN2-ROG Enhenced WiFi Modem issues

Gdkitty
Resident Expert
Resident Expert

The 1g card, wont make any difference, unless you were potentialy doing lan games.

 

As you internet connection can not use near that, it will never max out its potential.. even at 100, it will never be maxed.

We Want Your Opinion
Would you be interested in becoming a Community Testing Lab member?
Topic Stats