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Intermittent Disconnections

Number1Family
I Plan to Stick Around

I'm getting Intermittent disconnections again.... It happened when I first got a new plan with rogers (I now have 150 GB of bandwith). Happening for 6 monthes, then it stopped for 2... now its occuring again.

 

 

Over and over they give me new excuses why its not working, they've had 3 people coming over to my house and checking stuff, but never works.

 

 

Its so random, and it happens either for 30 seconds, or 5 minutes... you never know.

 

Anyone get this problem as well?

 

 

***edited labels***

102 REPLIES 102

Re: Intermittent Disconnection

Aseefa
I've Been Here Awhile

My internet is frequently dropping. It's been going on for at least the past 2 years. It seems to happen randomly; on some days it may not happen at all, but on other days such as today, it happen 22 times within the last four hours. When the internet drops, it will disconnect for about 10 to 30 seconds.I have tried replacing the modem/routers from Rogers and that did not fix the problem. I have also tried to put it in bridge only mode. I believe this is due to an area problem because my friend who lives on the same area has different internet plans and it happens to both if us. It happens on only our street. It happens to me and my friend at the same time. When we have our skype conference calls with other people only me and my friend suddenly drop out of the call at the same time. The disconnects have always been in sync with each other.

http://pastebin.com/VqFgb6SC

http://pastebin.com/smzjNc5E

Re: Intermittent Disconnection

Hello @Aseefa and @code9name,

 

Welcome to the Community! 

 

I'm sorry to hear about the issues you are having with your Internet service. You mentioned you have replaced the Rogers' modems and also tried using a 3rd party router in bridge mode to see if that helped but it didn't. Have you had any technicians come out to troubleshoot this issue at your home? Have you spoken to technical support and if yes, what did they say? @Aseefa, when you say your Internet is dropping, are you referring to WiFi connectivity or does it happen with a direct ethernet wired connection as well? Please let us know. 

 

@Datalink, any suggestions? 

 

Thanks, 

RogersHassam 

Re: Intermittent Disconnection

Aseefa
I've Been Here Awhile

My friend and I did not call a rogers technician yet because while its been going on for 2 years, only recently it has gotten much worse. I am using a wired connection and when it drops it will drop on both wired and wireless. When it happens the modem lights stay the same as when it works normally. We believe it's a problem around our area since my friend lives 500 meters apart in separate buildings with separate internet rogers plans and the connection drops for both of us at the same time

Re: Intermittent Disconnection

Hi @Aseefa,

 

I’d like to help in getting your issue resolved. Addressing the issue you’ve described involves accessing your account. I’m going to send you a private message from @CommunityHelps, when you receive it please check our messages via the envelope icon which appears in the top right hand side of your screen when you are logged into the forums.

 

Thanks!

RogersHassam 

Re: Intermittent Disconnection

control101
I Plan to Stick Around

I've been experiencing frequent disconnects that have persisted for 4 or 5 months now and am at wits end on what else it can be other than the Rogers service. It had become worse since upgrading to the Ignite plan + CGN3 modem (had the 3825 prior). It is now happening multiple times each day preventing me from playing a full round in an online game or streaming a full video either on Youtube or Netflix.

 

At first I thought it was just my connection to the game servers (in this case EA) and after exhaustively testing and configuring every setting I can adjust, it continues to happen and is now affecting streaming Netflix and Youtube, all devices, wired or wireless. This happens when only one device is connected or all - so it's not bandwidth or device collisions.

 

I've come to the conclusion it's my exit from the Rogers network as it is effecting all devices, all activities. Today was my last ditch effort and I swapped the modem - unfortunately I was not able to get the "Rocket (ACR)" because my ID was expired so I got stuck with the same model - which may play part in this issue as the ACR runs a different firmware and I receive far fewer calls regarding connection issues with the "Rocket".

I've run the MIBS from work and everything is 100% pass. Speeds are at or above subscribed speeds. Ping loss is zero. Traceroutes from home are successful. A technician will not be able to resolve this and a ticket will be next to useless.

 

Even though it's effecting one or all at the same time, I've tried so far:

 

  • Tested other outlets in my home.
  • Have done factory resets and used default settings.
  • Plugged AC directly to wall (which is odd that a powerstrip can actually impact a modems function).
  • Tested port-forwarding and triggering.
  • Disabled all firewalls, including the modem's.
  • Placed the devices in the DMZ.
  • Used alternate DNS.
  • Disabled UPnP
  • Swapped modem.

When these "disconnects" occur, they're not full disconnects - When I get kicked from a game or my streaming stops, I can still browse, I still see messengers connected and friendslist are active, my downloads (when active) do not stop or drop, and the modem WAN uptime continues to count. I find no logs on the modem or on my PC that can relate the issue to anything so it brings me back that Rogers has a bad node or does not like talking with game services and streams very well.

 

Any clues what other avenues I can go down?

 

Edit: I used to run my own router (DIR-655) and this did not occur as often but was still frustrating enough to not go unnoticed. I've brought this up at work that these modems are horrible and decided to test for myself and am experiencing what most of my internet related calls are about. They should have kept Cisco (which is odd that the USB "Easy Connect" key that fails for everyone is indeed "Cisco" made for Hitron...)

Re: Intermittent Disconnection

Hi @control101,

 

Are you running WiFi or direct ethernet? What type of wireless cards or ethernet cards do you have in your computers? How many devices do you have using the Internet at once? 

 

@Datalink@Gdkitty@robindp, any suggestions? 

 

Thanks, 

RogersHassam 

Re: Intermittent Disconnections

PaulH
I Plan to Stick Around

Sorry to  revive an old thread, but I've been getting the same connection attempts to 64.71.255.194 that simply timeout and die.  I believe it's tied to the bandwidth over-usage message.  I expect that message as I'm part of the SamKnows bandwidth measurement project, and SamKnows consumes a lot of bandwidth.  But since the injected message never appears, I am unable to acknowledge and dismiss it, so I keep getting disconnections when browsing. 

 

Is there a way to disable this connection attempt and/or the warning message?

 

Paul

 

Re: Intermittent Disconnections

kartikn
I'm Here A Lot

I just had the Ignite 100U service installed today. Everything went smoothly, however, I'm having some strange issues already. The modem seems to reboot itself intermittently. It continues to run fine for a few minutes to a few hours before suddenly rebooting.

The modem is running in bridge mode connected to a Netgear Nighthawk R7000 router. This router was being used with the previous provider paired with a DCM476 modem without any issues.

 

I have isolated the modem to an entirely different outlet to make sure there are no issues with another connected device from a power bar.

I have attempted to factory reset the modem and run it in both bridged mode and as a gateway without any success.

I have checked all the connections to/from the modem and everything is secure and connected properly.

 

The logs from the modem have some errors which I am not familiar with however, these errors only correlate sometimes to the random reboots.

 

Modem : CGN3ACSMR

FW: 4.5.8.16

 

Logs

 

DOCSIS Provisioning

HW init Success
Find Downstream Success
Ranging Success
DHCP Success
Time of Day Success
Download CM Config File Success
Registration Success
EAE status Disable
BPI status AUTH:authorized, TEK:operational

 

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 621000000 256QAM 4.000 54 37.356
2 591000000 256QAM 4.600 49 37.636
3 597000000 256QAM 4.600 50 37.636
4 603000000 256QAM 4.400 51 37.636
5 609000000 256QAM 4.400 52 37.356
6 615000000 256QAM 4.100 53 37.636
7 633000000 256QAM 5.100 55 37.636
8 639000000 256QAM 5.100 56 37.636
9 645000000 256QAM 5.000 57 37.636
10 651000000 256QAM 4.900 58 37.636
11 657000000 256QAM 5.000 59 37.356
12 663000000 256QAM 5.000 60 37.636
13 669000000 256QAM 4.900 61 37.636
14 675000000 256QAM 4.900 62 37.636
15 681000000 256QAM 5.700 63 38.983
16 687000000 256QAM 5.500 64 38.983
17 693000000 256QAM 5.400 65 38.983
18 699000000 256QAM 5.100 66 38.983
19 705000000 256QAM 5.000 67 38.605
20 711000000 256QAM 5.100 68 38.605
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID BandWidth
1 38596000 ATDMA - 64QAM 36.000 5 3200000
2 23700000 ATDMA - 64QAM 36.000 7 6400000
3 30596000 ATDMA - 64QAM 36.000 6 6400000

 

DOCSIS Logs

 

No. Time type Priority Event
1 03/01/16 19:05:21 83010200 error Service Change Response rejected - Invalid transaction ID;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:14:f1:eb:49:8a;CM-QOS=1.1;CM-VER=3.0;
2 03/01/16 19:13:32 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:14:f1:eb:49:8a;CM-QOS=1.1;CM-VER=3.0;
3 03/01/16 19:13:33 73040100 notice TLV-11 - unrecognized OID;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:14:f1:eb:49:8a;CM-QOS=1.1;CM-VER=3.0;
4 03/01/16 20:09:24 83010200 error Service Change Response rejected - Invalid transaction ID;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:14:f1:eb:49:8a;CM-QOS=1.1;CM-VER=3.0;
5 03/01/16 20:12:19 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:14:f1:eb:49:8a;CM-QOS=1.1;CM-VER=3.0;
6 03/01/16 20:12:21 73040100 notice TLV-11 - unrecognized OID;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:14:f1:eb:49:8a;CM-QOS=1.1;CM-VER=3.0;
7 03/01/16 21:06:06 83010200 error Service Change Response rejected - Invalid transaction ID;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:14:f1:eb:49:8a;CM-QOS=1.1;CM-VER=3.0;

 

I have removed the MAC address of the modem from the logs above. Hopefully someone can provide some guidance on any possible fixes. 

Re: Intermittent Disconnections

Paul91
I've Been Around

sometimes my modem keep reboot itself, I already replaced a power adapter and  modem(CGN3) but still doing the samething. here is the signal strength page.signal.jpg

Re: Intermittent Disconnections

Hi @kartikn,

 

Welcome to the Community! 

 

From the details you've provided, it sounds to me like you might have a faulty modem. Are you noticing the modem itself completely rebooting randomly or is it just WiFi disconnects? If it's the modem rebooting on it's own, I would try replacing it at a retail location as you could've had a faulty modem installed. Please let us know. 

 

@Datalink@Gdkitty@robindp, any suggestions? 

 

Thanks, 

RogersHassam 

Re: Intermittent Disconnections

I ended up calling support and they had a technician show up yesterday with a new modem and they tested all the wiring inside and outside the house. They also replaced the modem but sadly that did not fix the issue. Maintainance showed up today to check the local node as the technician yesterday noticed some irregularities with it, however, maintainance ruled out the local node as well.

 

From further testing today with maintainance techs, it looks like it could be a firmware issue with the CGN3. Several speedtests and high usage tests show the modem suddenly rebooting itself under high load when placed under bridge mode. I attempted a transfer of a large file (approx 4GB) from an FTP server I use and under Bridge mode, the connection gets fully saturated and evens out at approx 13MB/s and stays there until the modem crashes and reboots itself in approximately 5 minutes.

 

Under Gateway Mode, the transfer speed is significant reduced but the modem does not crash. This was verified with the modem replaced by the tech yesterday and also the spare modem that the maintainance techs brought along today that was running a 250/20 profile. 

 

I've also attempted to reset the router to factory state and then setting up the only the basic wifi settings without touching any other settings and it still resulted in the modem rebooting under heavy load under bridge mode.

 

They're trying to get an older Cisco DPC3825 to enroll me under tomorrow to see if that fixes the issue. One of the maintainance technician's uses it at his home under a similar setup and did not mention any issues with it. I'll post an update after the findings tomorrow.

Re: Intermittent Disconnections

At least from my understanding, they wont be able to 😞

The Cisco unit does not support the profiles for that level of service/plan 😞


Re: Intermittent Disconnection

control101
I Plan to Stick Around

@RogersHassam

 

I did all that I could. One thing that I had left out is that since using the Ignite internet plan, I was running my own router (modem was bridged). But from all the "good" things I heard about the CGN3 modem, I decided to power down my router and use the Rogers modem for everything for the past 2 months with hopes of also benefiting from the 5Ghz connectivity. But as I have brought up at work so often and having sent countless tickets regarding these CGN3's, there's a fault in these modems - it's the firmware or a really poorly designed router from Hitron.

 

I've since reconnected my own router, bridged the modem and have had zero (0) disconnect issues - if you want to call them disconnects as they are not full on disconnects from the internet, just certain activities or services. Maybe it's the way the modem handles the NAT type? I don't know because even when adjusting that, it still occurred. Believe what you will but these Hitron modems are garbage. Rogers should contract with Cisco or Motorola again; Atleast they're a friendly device to streamers and gamers.

Re: Intermittent Disconnections

PaulH
I Plan to Stick Around

Regarding the problem with failing connection attempts from 64.71.255.194.  These attempts seem to have ended as of about March 2.  I assume the bandwidth overage notification for February  no longer applies here in March.  Everything seems to be back to normal, and I'm not getting the timeout/disconnects.  

 

Re: Intermittent Disconnections

PaulH, I am really surprised this issue is still around.  For me, I found the best fix was to place a rule in my firewall to 'Block' all conneciton attempts to 64.71.255.194.  No more timeout delays or unsolicited activities from Rogers.  Recently I moved over to an Unlimited plan but I still have this rule in place as part of my default set.

 

You could also add this rule to your Windows firewall as well, though I have not tested it.  If you are not familiar with how then you will want to exhasut your research and tread lightly or risk breaking MANY things.

 

Open Windows Firewall:

Control Panel -> Windows Firewall -> Advanced Settings -> New Outbound Rule

 

Create Outbound Rule from New Outbound Rule Wizard:

Select 'Outbound Rules' -> New Rule

 

Create Rule from 'New Outbound Rule Wizard' by selecting option contained in in parentheses for each step:

Rule Type (Program) -> Program (All Programs) -> Action (Block the Connection) -> Profile (Select All) -> Name (Rogers_64.71.255.194)

 

Hopefully it helps, but you will not know until you hit 75% of you bandwidth limit again.

Re: Intermittent Disconnections

They were able to switch me over to it somehow on the 100/10 plan.

 

Previous to the techs arrival today, I also switched to DD-WRT on the R7000 to rule out any firmware issues with the router when connected in Bridge Mode to the CGN3. The modem still ended up rebooting itself in bridge mode at random. After the installation of the DPC3825, I switched it to bridge mode and it has been running rock solid so far on the 100/10 profile under heavy load. Latency also seems to have improved a slight bit as a result of the switch.

 

There still is no decisive outcome on what may be causing the issues with the CGN3ACSMR as I have seen several people using the modem with a Netgear R7000 without any issues. From the looks of it, it may be a firmware issue but I would assume this issue would be more widespread and reading through different forums, it doesn't look like anyone has been having similar issues.

Re: Intermittent Disconnections

****Update****

 

Looks like other issues have crept up after switching to the DPC3825. I'm unsure whether this is a backend issue but all HTTP/HTTPS/FTP/FTPS downloads seem to be struggling. I am lucky to break the 1 MB/s mark. Interestingly enough, all websites and streaming services seem to be working perfectly without any slowdowns.

 

Speedtests from Rogers/Speedtest.net/DSLReports are reporting the correct speeds (approx. 135/11 mbps) and attempting to download a game on Steam results in downloads at around 13 MB/s. 

 

I'll attempt to do some more testing and monitoring over the next couple of days to see if there is any change. Has anyone else encountered such issues? I would assume if there was an issue with the local node, I would see slowdowns throughout the entire spectrum. 

 

Re: Intermittent Disconnections

**** Latest Update ****

 

FTP/HTTP downloads continue to run terribly slow reaching as low as 500 KBps currently. Still no issues with streaming or downloads over Steam.

 

I ended up calling Tech Support only to have the representative completely ignore the issue I was bringing up and respond by telling me that the WiFi channels are clogging up and causing the slow tranfers. The only way I could get the representative to go ahead was by telling them that I am connected via LAN and the router is disabled. 

 

The representative then accessed the modem and said that the slow speeds are a provisioning issue and it will be resolved, however, I highly doubt that is the case as well as I would suspect I would be noticing issues with overall internet usage.

 

Is there anything else I can attempt? At this point, I'm debating switching back to the CGN3ACSMR and putting up with the intermittent reboots but at least have consistent speeds. 

Re: Intermittent Disconnections

PaulH
I Plan to Stick Around

The problem with connection attempts to 64.71.255.194 has returned.  I've tried blocking this IP through the firewall, but I've had no success.  (I think the problem might be at least partly because  I don't have Java or Flash installed anywhere.)   I was receiving an email notification when I exceeded my bandwidth allotment, but a few months ago I opted out of that.  Is there a way to "opt in" to that email notification again?  Perhaps that way I can acknowledge the overage and not have to deal with the 64.71.255.194 attempts.

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