Intermittent disconnects: Rogers (Extreme)

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I've Been Around
Posts: 1

Re: Intermittent disconnects: Rogers (Extreme)

Rogers is aware of the issue. It involves their Cable Modem Termination Systems (CMTS).

 

There is a catch however.

No one that you will be allowed to speak to at Rogers will be able to assist you in any way. If you obtain an SMC modem/router combo you can see the error occurring (very detailed cable modem event log). What you're looking for is similar to this:

 

Level:critical, Content:No Ranging Response received - T3 time-out

 

To keep things simple, your modem isn't receiving a "handshaking" response from the Rogers headend. There is nothing that can be done about this, as this issue is incredibly expensive to fix. It involves increasing CMTS capacity through basic infrastructure expansion, and the problem isn't profound enough (no one at Rogers cares if your games don't work properly) to warrant immediate attention. As long as the issue doesn't become widespread enough to the point where every single person connected to that CMTS is experiencing sporradic disconnects on a minute frequency.

 

One might argue that the T3 Time-out errors only coincide with an ocasional lost of connectivity.

This is true. However, the event log may be programmed to log an event only if it occurs after 4 or 5 Ranging Requests (what your modem sends) have come back without a Ranging Response (what Rogers is supposed to send back).

To flesh this out a bit more, try this:

Open your windows /Run command line and type this:

ping -t google.com

 

Essentially what you've done is setup a looping ping request to google.com. If you take the time to watch this ping test you'll notice the error "Request Timed Out." appear at the same moment you experience your loss in connectivity. These usually appear in batches of 2-3 loops. However, if you experience 5-7 loops, you can mark that time and compare it to the aforementioned Level:critical, Content:No Ranging Response received - T3 time-out error, and you will see that they coincide with one another.

 

As I said before, there is absolutely nothing that can be done about this if you are one of teh unlucky people to experience it. All you can do is complain (which isn't worth the effort) and pray that Rogers will upgrade the network infrastructure you're on. You might make a friend in the Customer Advocacy Team member you've been assigned. They are all quite nice, and very well trained in providing you just the right amount of positive feedback, and promises you keep you subscribed to Rogers. The sad truth however is that the only way to get away from the bad CMTS is to switch to a DSLAM... Google it.

 

 


I've Been Here Awhile
Posts: 3

Re: Intermittent disconnects: Rogers (Extreme)

I'm having the exact same problem since I moved. Slow speeds, constant disconnects. AND... attempting to load Facebook redirects me to Rogers? (WTF?) My modem's log mentions DHCP errors:

 

 Sat Oct 08 04:32:25 2011       Critical (3)      Started Unicast Maintenance Ranging - No Response received - ...
 Time Not Established      Critical (3)      DHCP WARNING - Non-critical field invalid in response.
 Time Not Established      Critical (3)      No Ranging Response received - T3 time-out
 Time Not Established      Critical (3)      DHCP WARNING - Non-critical field invalid in response.
 Time Not Established      Critical (3)      No Ranging Response received - T3 time-out
 Time Not Established      Critical (3)      DHCP WARNING - Non-critical field invalid in response.
 Time Not Established      Critical (3)      No Ranging Response received - T3 time-out
 Time Not Established      Critical (3)      DHCP WARNING - Non-critical field invalid in response.
 Time Not Established      Critical (3)      No Ranging Response received - T3 time-out
 Time Not Established      Critical (3)      DHCP WARNING - Non-critical field invalid in response.
 Time Not Established      Critical (3)      No Ranging Response received - T3 time-out
 Time Not Established      Critical (3)      DHCP WARNING - Non-critical field invalid in response.
 Time Not Established      Critical (3)      No Ranging Response received - T3 time-out
 Time Not Established      Critical (3)      DHCP WARNING - Non-critical field invalid in response.
 Time Not Established      Critical (3)      DHCP FAILED - Request sent, No response
 Time Not Established      Critical (3)      DHCP FAILED - Discover sent, no offer received
 Time Not Established      Critical (3)      Started Unicast Maintenance Ranging - No Response received - ...
 Time Not Established      Critical (3)      No Ranging Response received - T3 time-out
 Time Not Established      Critical (3)      No UCD's Received - Timeout
 Time Not Established      Critical (3)      Received Response to Broadcast Maintenance Request, But no Un...
 Time Not Established      Critical (3)      DHCP FAILED - Discover sent, no offer received
 Time Not Established      Critical (3)      Started Unicast Maintenance Ranging - No Response received - ...
 Time Not Established      Critical (3)      DHCP FAILED - Discover sent, no offer received
 Time Not Established      Critical (3)      Started Unicast Maintenance Ranging - No Response received - ...
 Time Not Established      Critical (3)      DHCP FAILED - Discover sent, no offer received
 Time Not Established      Critical (3)      Started Unicast Maintenance Ranging - No Response received - ...
 Time Not Established      Critical (3)      DHCP FAILED - Discover sent, no offer received
 Time Not Established      Critical (3)      No Ranging Response received - T3 time-out
 Time Not Established      Critical (3)      SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
 Time Not Established      Critical (3)      SYNC Timing Synchronization failure - Failed to acquire FEC f...
 Time Not Established      Critical (3)      SYNC Timing Synchronization failure - Failed to receive MAC S...
 Time Not Established      Critical (3)      DHCP FAILED - Discover sent, no offer received

 

If Rogers doesn't care enough to fix this problem or even make a formal announcment about it, then screw it... I'll switching to DSL. They've left me no other choice, and I'm tired of calling tech support just to get a different answer every time.


I'm an Advisor
Posts: 842

Re: Intermittent disconnects: Rogers (Extreme)

@egh:

 

thanks for the well-formulated explanation of the intermittent disconnects on Rogers cable Internet.  This really put a different spin on it.

 

For one thing, as others have posted here, when you have intermittent Internet disconnect problems, changing out the SMC or Cisco gateway box will not help in any way to alleviate the problem, as the problem is caused by the Rogers network and not by the gateway.

 

Secondly, upgrading your service from lower speed Rogers offerings to higher speed ones will likely make your situation worse, as your increased bandwidth demands on the network will worsen the problem.

 

Thirdly, Rogers is obviously overselling their network capacities, and is not in any way admitting to the problem.  There simply is no point in paying Rogers more money for higher speed "extreme" network connections.  They will not help you resolve the problem if you are on a part of the network which is so affected.

 

Technically this is a well-known broadband (cable internet) issue which can only be handled by the ISP, in this case Rogers, ensuring that a given section of the cable network is not oversold, and used to over capacity.

 

Rogers cable Internet customers would simply seem to have no choice but to bail out of their Rogers contracts and go to alternative connection media such as ADSL, or whatever else is available in that geography.

 

skinorth

I've Been Around
Posts: 1

Re: Intermittent disconnects: Rogers (Extreme)

I have been having these intermittent internet disconnects now for at least 4 months.  I'm in the Brampton area for what its worth. The problem still has not diminished on bit.  I have made numerous calls to Rogers we there can be now help.  I have had Rogers people on site twice! Even on the same day.  They replaced every inch of cable to all the televisions in the house and every connector as well (but not to the modem - apparently that was measured as fine).

 

The excellent explanation for the issue provided by egh above I have found in other american discussion formums for precisely the same issues with other cable companies.  And clearly this is the correct explanation as I note that no Rogers employee has made any comments since those were posted several months ago.  I for one am very grateful to at least know what the problem is.  But I deeply lament that the only (unspoken) solution that Rogers leave for is in to find an new internet service provider.  I am frustrated enough now to go that extra step!

 

For what it's worth, I will leave here a copy of my Cisco Modem/Router combo box DOCSIS Log.  This router is btw a new one issued to me by Rogers as part of the troubleshooting which only confirms that the problem is Roger's to fix!

 

I can say with confidence that everytime there is a message "Started Unicast Maintenance Ranging - No Response received" there is a disconnect.  However, there is not a message for every disconnect that occurs.

 

I hope that some is helped by this information as I was.

 

Reg R

 

Time                                              ID                              Level                      Description          

Sun Feb 19 14:12:35 2012      84000200        Critical (3)       SYNC Timing Synchronization failure - Failed to acquire FEC f...

Sun Feb 19 14:11:48 2012      84000100        Critical (3)       SYNC Timing Synchronization failure - Failed to acquire QAM/Q...

Sun Feb 19 14:11:47 2012      84000200        Critical (3)       SYNC Timing Synchronization failure - Failed to acquire FEC f...

Sun Feb 19 14:11:39 2012      2436694069   Critical (3)        CISCO: RF disconnect,QAM lost.

Sun Feb 19 14:11:39 2012      84000200        Critical (3)        SYNC Timing Synchronization failure - Failed to acquire FEC f...

Sun Feb 19 14:11:37 2012      82000400       Critical (3)Received Response to Broadcast Maintenance Request, But no Un...

Sun Feb 19 14:11:36 2012      84000200       Critical (3)     SYNC Timing Synchronization failure - Failed to acquire FEC f...

Sun Feb 19 14:11:33 2012      84000200       Critical (3)     SYNC Timing Synchronization failure - Failed to acquire FEC f...

Sun Feb 19 14:11:27 2012      84000200       Critical (3)     SYNC Timing Synchronization failure - Failed to acquire FEC f...

Sun Feb 19 14:11:21 2012      84000200       Critical (3)     SYNC Timing Synchronization failure - Failed to acquire FEC f...  

Sun Feb 19 14:11:14 2012      84000200       Critical (3)     SYNC Timing Synchronization failure - Failed to acquire FEC f...

Sun Feb 19 11:54:17 2012      2436694069  Critical (3)     CISCO: RF disconnect,QAM lost.

Sun Feb 19 11:54:17 2012      84000100       Critical (3)     SYNC Timing Synchronization failure - Failed to acquire QAM/Q...

Sun Feb 19 11:54:07 2012      2436694069  Critical (3)     CISCO: RF disconnect,QAM lost.

Sun Feb 19 11:54:07 2012      84000100       Critical (3)     SYNC Timing Synchronization failure - Failed to acquire QAM/Q...

Sun Feb 19 11:53:57 2012      2436694069  Critical (3)     CISCO: RF disconnect,QAM lost.

Sun Feb 19 11:53:57 2012      84000100       Critical (3)     SYNC Timing Synchronization failure - Failed to acquire QAM/Q...  

Sun Feb 19 11:53:47 2012      84000200       Critical (3)     SYNC Timing Synchronization failure - Failed to acquire FEC f...

Sun Feb 19 11:53:45 2012      84000100       Critical (3)     SYNC Timing Synchronization failure - Failed to acquire QAM/Q...

Wed Feb 22 22:36:08 2012    82000500        Critical (3)     Started Unicast Maintenance Ranging - No Response received - .

Wed Feb 22 16:42:30 2012    68010300        Error (4)DHCP RENEW WARNING - Field invalid in response v4 option;CM-M...

Wed Feb 22 15:13:09 2012    82000500        Critical (3)     Started Unicast Maintenance Ranging - No Response received  

Wed Feb 22 15:13:09 2012   82000500Critical (3)Started Unicast Maintenance Ranging - No Response received - ...

 Thu Feb 23 14:59:28 2012   82000500Critical (3)Started Unicast Maintenance Ranging - No Response received - ...

 Fri Feb 24 01:59:19 2012    82000500Critical (3)Started Unicast Maintenance Ranging - No Response received - ...

 Fri Feb 24 02:23:03 2012    2436694064Critical (3)Booting up the cable modem

 Fri Feb 24 02:21:56 2012     2436694044     Critical (3)     CISCO: DocsDevResetNow mib to reset cable mode

 Sat Feb 25 06:26:29 2012  82000500Critical (3)Started Unicast Maintenance Ranging - No Response received - ...

 Sun Feb 26 19:41:46 2012  2436694064Critical (3)Booting up the cable modem

 Wed Feb 29 12:40:49 2012     82000500Critical (3)Started Unicast Maintenance Ranging - No Response received - ...

 Wed Feb 29 15:57:12 2012  2436694063Critical (3)Resetting the cable modem due to reset button pressed

 Wed Feb 29 15:58:16 2012  2436694064Critical (3)Booting up the cable modem

 Sat Mar 03 08:00:21 201282000500Critical (3)Started Unicast Maintenance Ranging - No Response received - ...

Sat Mar 03 14:54:31 2012    2436694064Critical (3)Booting up the cable modem

Mon Mar 05 04:50:55 201282000500Critical (3)Started Unicast Maintenance Ranging - No Response received - ...

 

 

I've Been Around
Posts: 1

Re: Intermittent disconnects: Rogers (Extreme)

I am having the same issues here in Blackburn Hamlet and it is more than frustrating having to continually link to this post then try to get it through some CSM thick skull that nothing I do on my end will make this go away, no matter how many times I power cycle the SMC modem/router combo and that they need to get out here and upgrade the headend where I am. It almost to the point that I am ready to give up on Rogers and get DSL as much as I don't want to.

I've Been Around
Posts: 1

Re: Intermittent disconnects: Rogers (Extreme)

I have the same random disconnect issue. I been in contact 2 times with a online rep to help resolve it and now its to the point they are coming to my home to investigate the issue.  I CAN assure you all that unlike some in this post I will not linger on and tolorate the situtation for very long at the prices I am paying for my internet,wireless,cable!  I signed a contract with Rodgers in that contract they promised to provide a service. Service is not being provided I am no longer going to keep my end of the contract its really just that simple.

Hopefully it does not have to come to that but internet that randomly disconnects is completly useless to me and redundant to keep as a service.

I've Been Here Awhile
Posts: 2

Re: Intermittent disconnects: Rogers (Extreme)

well this problem only started for me when we switched to extreme. the smc router was awesome, full signal strength and no d/c's ever. extreme came along and now theres a d/c  every couple of minutes.

 

-----BUT-----

 

when it does disconnect, i tell my laptop to search for wireless networks, it sees the normal 3 in my area but not my own and 99% of the time, i'll see my network name come up but as "NAME (guest)" which only gives me network connection not internet. then after about 30 sec, "guest" disappears and then the normal network name pops up and i'm connected. this happens far too often. why does "guest" pop up?

Highlighted
I've Been Here Awhile
Posts: 2

Re: Intermittent disconnects: Rogers (Extreme)

can somoene explain this? i am unable to find anything helping me out...

also, the page is all from the 23rd except the top 2 obviously.




Time

ID

Level

Description



Wed Mar 28 02:42:12 2012

82000400


Critical (3)

Received Response to Broadcast Maintenance Request, But no Un...



Wed Mar 28 02:41:29 2012

2436694064


Critical (3)

Booting up the cable modem



Fri Mar 23 18:42:43 2012

82000400


Critical (3)

Received Response to Broadcast Maintenance Request, But no Un...



Fri Mar 23 18:41:49 2012

82000200


Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=18:59:33:43...



Fri Mar 23 18:41:44 2012

82000200


Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=18:59:33:43...



Fri Mar 23 18:40:47 2012

82000400


Critical (3)

Received Response to Broadcast Maintenance Request, But no Un...



Fri Mar 23 18:40:37 2012

82000500


Critical (3)

Started Unicast Maintenance Ranging - No Response received - ...



Fri Mar 23 18:40:31 2012

84000500


Critical (3)

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=18:...



Fri Mar 23 18:40:29 2012

82000800


Critical (3)

16 consecutive T3 timeouts while trying to range on upstream ...



Fri Mar 23 18:40:29 2012

82000600


Critical (3)

Unicast Maintenance Ranging attempted - No response - Retries...



Fri Mar 23 18:40:29 2012

82000500


Critical (3)

Started Unicast Maintenance Ranging - No Response received - ...



Fri Mar 23 18:40:17 2012

82000800


Critical (3)

16 consecutive T3 timeouts while trying to range on upstream ...



Fri Mar 23 18:40:17 2012

82000600


Critical (3)

Unicast Maintenance Ranging attempted - No response - Retries...



Fri Mar 23 18:40:17 2012

82000500


Critical (3)

Started Unicast Maintenance Ranging - No Response received - ...



Fri Mar 23 18:40:09 2012

82000800


Critical (3)

16 consecutive T3 timeouts while trying to range on upstream ...



Fri Mar 23 18:40:09 2012

82000600


Critical (3)

Unicast Maintenance Ranging attempted - No response - Retries...



Fri Mar 23 18:40:09 2012

82000500


Critical (3)

Started Unicast Maintenance Ranging - No Response received - ...



Fri Mar 23 18:39:32 2012

82000200


Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=18:59:33:43...
I've Been Around
Posts: 1

Re: Intermittent disconnects: Rogers (Extreme)

Any more details on this issue? I have the same log entries with my modem, and the random disconnects that result in a couple minutes of outage each. 

 

 Time  Priority  Description  

Time Not Established  Warning (5)  DHCP WARNING - Non-critical field invalid in response ;CM-MAC...  

Time Not Established  Critical (3)  No Ranging Response received - T3 time-out;CM-MAC=80:c6:ab:7f...  

Thu May 17 01:44:29 2012   Critical (3)  Started Unicast Maintenance Ranging - No Response received - ...  

Time Not Established  Critical (3)  No Ranging Response received - T3 time-out;CM-MAC=80:c6:ab:7f...

 

I even purchased a new modem thinking it was a modem issue and the errors/disconnects persist. 

 

I've Been Here Awhile
Posts: 3

Re: Intermittent disconnects: Rogers (Extreme)

We had the same issue—T3 timeout every 30 minutes followed by a modem reboot and loss of connectivity until it started back up. The Rogers tech was out at the box for several minutes and said he was swapping the connnectors. He also swapped modems, although I don't think there were any problems there. Whatever else may have been changed wasn't said, but we haven't had any disconnects since.

 

I also haven't seen download speeds similar to what I used to get. I haven't done enough downloading in the last week since the tech was here to come to any conclusions, but I haven't had a download yet that has hit the speeds I used to get.

 

And the new modem he gave me has the system log disabled, so now I wouldn't be able to see that there are T3 timeouts. But the disconnect problem was resolved, which was a relief.