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Intermittent disconnects

josephy
I've Been Here Awhile

I've been having intermittent disconnects lasting ~30 seconds on weekend afternoons ever since I got the Ignite 100 package last summer. It happens on ethernet and wifi, no matter what I'm doing (surfing, streaming, video calling, etc).

 

When I initiate a chat support session, the signal is usually good and there is no packet loss. But the issue continues soon after -- perhaps every 15 minutes or so.

 

I've tried swapping the modem, the technician has replaced something outside my house, and I've tried swapping the modem a second time, but the issue hasn't gone away. Rogers chat support has opened an engineering ticket on March 19th but I was told via chat support today that they have closed the ticket and found no issues.

 

However...! I have gathered some proof. I have started to keep a log of of my modem's signal levels and noticed that the upstream channel 3 signal strength goes up from ~40dBmV to >50dBmV whenever I'm experiencing the intermittent disconnect issue. I also see the following DOCSIS event message: No Ranging Response received - T3 time-out;

 

Here are the signal logs I've kept over the last few weeks: https://drive.google.com/folderview?id=0ByfHiW1x8WuXbHVvRmg5QjhCWVk&usp=sharing

 

How can I get this issue resolved? I would rather have slower speeds if it meant that I could have a constant reliable connection. As it stands now, I get good speeds but I can only enjoy it 70% of the week.

 

 

 

*** Edited Labels ***

563 REPLIES 563

Re: Intermittent disconnects

@fastloader, there are probably a few items to consider to resolve this:

 

1.  What modem do you currently have?  If its a black vertical standing modem, the product sticker at the back of the modem will indicate which model it is.  It will be a CGN3xxxxx model.  If you have the newer white modem, also vertical standing, its the CODA-4582.

 

2.  In terms of latency, the black Hitron CGN3xxx modems are Intel Puma 6 modems.  Those modems have a latency problem due to the firmware design.  The latest trial version firmware for the CGN3ACSMR should take care of that latency issue.  Just to note, the latency problem with Intel Puma 6 modems is a world wide issue, not one that is restricted to Rogers or Hitron.  Rogers engineering staff have been working on this for a year now with previous incremental firmware updates released since last fall, but, this time around the trial firmware will hopefully resolve the TCP/IP, UDP and ICMP latency for both IPV4 and IPV6.

 

3.  The Hitron CODA-4582 is a new generation Puma 7 modem which Rogers, Hitron and Intel have been working at since its release in mid December 2016.  This modem does not have any of the latency that is observed with the Puma 6 modems and with the latest firmware production version firmware loaded, has much better latency performance compared to its previous firmware versions.  That is due to changes in the packet scheduling algorithm aimed at improving latency thru the modem with simultaneous incoming and outgoing data streams.  If you are running an unlimited account you would be eligible for this modem. 

 

4.  In terms of disconnects, I would have to see the modem power levels, taken from the incoming cable itself, before any amplifier or splitter.  Its possible, that even with adequate signal levels, one can have very fast dropouts occurring.  The one way to detect this is to run Pingplotter, pinging the CMTS which is the first server that the modem connects to.  By monitoring that modem to CMTS path, one can detect packet loss and latency issues that can arise due to congestion at the CMTS itself.  Here is a link that describes how to do that:

 

http://communityforums.rogers.com/t5/Internet/Intermittent-disconnects/m-p/364602#M35528

 

5.  If you have an amplifier, and that has been in place for several years, its possible that the amp should be replaced.  The older style amps which amplify everything can cause packet loss.  The newer style amps have a VOIP path thru the amp which is not amplified.  That port is also used for internet modems.  As this port is essentially one port of a two way internal port, it only results in a signal drop thru the amp, without any packet loss.  If you look at the amplifier, and it happens to have a VOIP port marked on it, that is the port that should be used for the internet modem.  That will depend on the age of the amplifier.  My personal opinion is that using an amplifier only results in terrible amplified signals in the system.  The real solution is to take care of the signal losses that occur enroute to the home, and that might require a maintenance crew to do it.  If so, then thats the route to take as it will probably solve the same problem for your neighbors as well.  

 

Ok, can you can post the modem model and signal level data at some point?  The next steps will depend on that info. 



Re: Intermittent disconnects

Random intermittent disconnections even after factory reset

 

Hello Forum!

 

I am a tenant at a house that has Rogers high speed internet. The service we have is 130 mbps down and 10 mbps up. The modem is CGNM-3552-ROG Router by Hitron Technologies. I have full access to the administrator at 192.168.0.1.

 

There are only two people in this house who use this internet and I am one of them. I have been experiencing random disconnections on my desktop connected to the router via ethernet cable as well as phone via 5G wifi. (regardless of whether the other person is using the internet or not). These disconnections happen for a couple of seconds each up to I'd say 20 seconds, and when they happen, I just straight up have no internet connection as indicated in the system tray, and no internet connection on phone even though the wifi signal  shows it's constantly at full signal.

 

I have contacted technical support team, and they said they did not see any service interruptions on their end. They have suggested me to do a factory reset on the wireless modem and reboot the device which I did, and yet the problem is still here.

 

Today is the second day after factory reset, and under DOCSIS events, I've noticed the following messages:

 

No. Time type Priority Event
1 01/01/70 01:01:44 82000200 critical No Ranging Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.0;
2 07/07/17 05:37:23 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-QOS=1.1;CM-VER=3.0;
3 07/07/17 05:37:26 73040100 notice TLV-11 - unrecognized OID;CM-QOS=1.1;CM-VER=3.0;
4 07/08/17 00:58:23 82000200 critical No Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.0;

 

And under DOCSIS WAN I have the following:

 

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 693000000 256QAM 6.000 23 38.605
2 579000000 256QAM 6.200 5 38.983
3 585000000 256QAM 6.600 6 40.366
4 591000000 256QAM 6.700 7 38.983
5 597000000 256QAM 6.600 8 38.983
6 603000000 256QAM 6.200 9 38.605
7 609000000 256QAM 5.800 10 38.605
8 615000000 256QAM 5.200 11 38.983
9 621000000 256QAM 4.800 12 38.983
10 633000000 256QAM 4.100 13 38.983
11 639000000 256QAM 3.800 14 38.605
12 645000000 256QAM 4.400 15 38.983
13 651000000 256QAM 5.000 16 38.605
14 657000000 256QAM 5.600 17 38.605
15 663000000 256QAM 5.900 18 38.605
16 669000000 256QAM 6.600 19 38.983
17 675000000 256QAM 7.200 20 38.983
18 681000000 256QAM 6.700 21 38.983
19 687000000 256QAM 6.200 22 38.983
20 303000000 256QAM 4.300 1 38.983
21 699000000 256QAM 5.700 24 38.983
22 705000000 256QAM 4.800 25 38.605
23 711000000 256QAM 5.200 26 38.605
24 717000000 256QAM 5.000 27 38.605
25 723000000 256QAM 4.500 28 38.900
26 825000000 256QAM 3.500 29 38.600
27 831000000 256QAM 3.500 30 38.600
28 837000000 256QAM 3.200 31 38.200
29 843000000 256QAM 3.000 32 38.600
30 849000000 256QAM 3.000 2 38.200
31 855000000 256QAM 3.900 3 38.600
32 861000000 256QAM 4.000 4 38.600
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID BandWidth
1 23700000 ATDMA - 64QAM 38.000 5 6400000
2 38596000 ATDMA - 64QAM 38.750 6 3200000
3 30596000 ATDMA - 64QAM 37.750 4 6400000

 

Under System information I have:

 

Hardware Version 1A
Software Version 4.5.8.21
Gateway Serial Number  
HFC MAC Address  
System Time Sat, 08 Jul 2017 00:03:18
Time Zone UTC+00:00 Greenwich Mean Time: Dublin, London, Lisbon
LAN Up Time 000 days 19h:27m:54s
WAN IP Address  
WAN Receiving 2.37G Bytes
WAN Sending 208.10M Bytes
Private LAN IP Address 192.168.0.1/24
LAN Receiving 210.48M Bytes
LAN Sending 2.10G Bytes
WAN Up Time 000 days 19h:24m:36s

 

serial # IP, and MAC addresses are left out. 

 

If anyone could help me with this problem, it'd be much appreciated! Thank you very much in advance, feel free to ask anything and for anything if you need more information.

 

 

Re: Intermittent disconnects

gp-se
I'm an Advisor

@Runshan wrote:

Random intermittent disconnections even after factory reset

 

Hello Forum!

 

I am a tenant at a house that has Rogers high speed internet. The service we have is 130 mbps down and 10 mbps up. The modem is CGNM-3552-ROG Router by Hitron Technologies. I have full access to the administrator at 192.168.0.1.

 

There are only two people in this house who use this internet and I am one of them. I have been experiencing random disconnections on my desktop connected to the router via ethernet cable as well as phone via 5G wifi. (regardless of whether the other person is using the internet or not). These disconnections happen for a couple of seconds each up to I'd say 20 seconds, and when they happen, I just straight up have no internet connection as indicated in the system tray, and no internet connection on phone even though the wifi signal  shows it's constantly at full signal.

 

I have contacted technical support team, and they said they did not see any service interruptions on their end. They have suggested me to do a factory reset on the wireless modem and reboot the device which I did, and yet the problem is still here.

 

Today is the second day after factory reset, and under DOCSIS events, I've noticed the following messages:

 

No. Time type Priority Event
1 01/01/70 01:01:44 82000200 critical No Ranging Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.0;
2 07/07/17 05:37:23 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-QOS=1.1;CM-VER=3.0;
3 07/07/17 05:37:26 73040100 notice TLV-11 - unrecognized OID;CM-QOS=1.1;CM-VER=3.0;
4 07/08/17 00:58:23 82000200 critical No Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.0;

 

 

 

 

serial # IP, and MAC addresses are left out. 

 

If anyone could help me with this problem, it'd be much appreciated! Thank you very much in advance, feel free to ask anything and for anything if you need more information.

 

 

Your signal levels looks good, I would suggest going to your local Rogers store and swapping your modem for the new white CODA 4582 Gateway. 

Since you're on an unlimited usage plan you can swap to the new modem without issue.

 

Re: Intermittent disconnects

Runshan
I'm Here A Lot

Hello gp-se,

 

Thanks for replying!

 

Are you saying that the swap is free? What do I need to provide besides the old modem for the new CODA 4582 Gateway? 

 

Would the account holder need to be here?

Re: Intermittent disconnects

gp-se
I'm an Advisor

@Runshan

It is free, just bring your old gateway with you to the store, the account holder or people who have permission on the account need to be preset.

 

 

Re: Intermittent disconnects

Good morning all,

 

I was having issues with my CGN3 (the original) and had it swapped for the new CODA-4582 (running 2.0.10.27). I'm on the 100/10 package, but keep having latency spikes and disconnects that cause interrupts/stutter during super important business meetings (ie - Xbox) Smiley Happy

 

After reading through here I've gathered the following to help diagnose: 

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000256QAM-1.400733.957
2855000000256QAM-5.200331.915
3861000000256QAM-5.300432.237
4579000000256QAM-1.700533.957
5585000000256QAM-1.500633.957
6849000000256QAM-4.700232.237
7597000000256QAM-1.200833.957
8603000000256QAM-1.300933.957
9609000000256QAM-1.3001033.957
10615000000256QAM-1.0001133.834
11621000000256QAM-0.9001233.957
12633000000256QAM-0.2001333.957
13639000000256QAM0.1001434.484
14645000000256QAM0.1001533.957
15651000000256QAM0.2001633.957
16657000000256QAM0.4001733.834
17663000000256QAM0.5001833.957
18669000000256QAM0.6001933.957
19675000000256QAM0.8002034.484
20681000000256QAM0.6002134.346
21687000000256QAM0.4002233.957
22693000000256QAM0.4002333.957
23699000000256QAM0.1002433.834
24705000000256QAM-0.1002533.834
25711000000256QAM-0.8002633.063
26717000000256QAM-1.3002732.963
27723000000256QAM-1.5002832.676
28825000000256QAM-3.9002932.237
29831000000256QAM-4.2003032.237
30837000000256QAM-4.4003131.994
31843000000256QAM-4.8003231.915
32303000000256QAM-1.600135.084
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
04K290600000YESYESYES-1.799999
1NANANONONONA
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
130596000ATDMA - 64QAM39.25016400000
238596000ATDMA - 64QAM42.50033200000
323700000ATDMA - 64QAM39.25026400000
OFDM/OFDMA Overview
Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size
0DISABLED0.50000.00000.0000-inf-1.00004K
1DISABLED0.50000.00000.0000-inf-1.00004K

 

And this photo while using PingPlotter:

hitronping.jpg

 

Any thoughts? The spikes seem awfully regular.

Re: Intermittent disconnects

Here is a couple more, showing a 10min run now, as well as a big set of spikes earlier...

 

Current -->

hitronping2.jpg

 

Earlier -->

hitronping3.jpg

 

EDIT - update - just got off the line with "Tech Support" who advised me there is nothing on Rogers end causing the issues (despite him seeing 2 of the spikes over a 50ping test), and to contact a PC repair shop because either this 3rd party software or my PC must be causing the issues. HAH! So much for that route.

Re: Intermittent disconnects

Runshan
I'm Here A Lot

Hello again gp-se!

 

Thanks to your suggestion, I successfully replaced my old modem with the new CODA-4582 white modem. 

 

Unfortunately, the intermittent disconnections did not go away, (they seemed to have gotten slightly better,but it'y only been 2 days, so I can't say for sure)

 

The following are the event logs:

DOCSIS Logs

The DOCSIS event logs is shown here

No. Time Type Priority Event
1 01/01/1970 00:01:09 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=XXXXXXXXXXXX;CMTS-MAC=00:XXXXXXXXXXCM-QOS=1.1;CM-VER=3.1;
2 07/13/2017 00:08:52 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=XXXXXXXXXXXX;CMTS-MAC=00:XXXXXXXXXX;CM-QOS=1.1;CM-VER=3.1;
3 07/13/2017 00:09:03 69010200 notice SW Download INIT - Via Config file bac105000106ac202e09fe90
4 07/13/2017 00:09:47 69011200 notice SW download Successful - Via Config file
5 07/13/2017 00:11:36 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=XXXXXXXXXX;CMTS-MAC=00:XXXXXXXXXX;CM-QOS=1.1;CM-VER=3.1;
6 07/13/2017 00:40:11 68010300 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XXXXXXXXXXXX;CMTS-MAC=00:XXXXXXXXXX;CM-QOS=1.1;CM-VER=3.1;

 

and the signals:

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 591000000 256QAM 6.900 7 38.983
2 855000000 256QAM 4.700 3 37.356
3 861000000 256QAM 4.900 4 38.605
4 579000000 256QAM 6.200 5 38.983
5 585000000 256QAM 6.700 6 38.983
6 849000000 256QAM 3.700 2 37.636
7 597000000 256QAM 6.500 8 38.605
8 603000000 256QAM 5.900 9 38.983
9 609000000 256QAM 5.400 10 38.605
10 615000000 256QAM 5.100 11 38.605
11 621000000 256QAM 5.100 12 38.983
12 633000000 256QAM 4.600 13 38.983
13 639000000 256QAM 4.300 14 37.636
14 645000000 256QAM 4.800 15 38.605
15 651000000 256QAM 5.500 16 38.983
16 657000000 256QAM 6.100 17 38.605
17 663000000 256QAM 6.300 18 38.605
18 669000000 256QAM 7.000 19 38.605
19 675000000 256QAM 7.600 20 38.605
20 681000000 256QAM 7.300 21 38.983
21 687000000 256QAM 6.600 22 38.983
22 693000000 256QAM 6.400 23 38.983
23 699000000 256QAM 6.100 24 38.983
24 705000000 256QAM 5.000 25 38.605
25 711000000 256QAM 5.100 26 38.605
26 717000000 256QAM 4.700 27 37.636
27 723000000 256QAM 4.100 28 37.356
28 825000000 256QAM 4.300 29 37.356
29 831000000 256QAM 4.200 30 37.636
30 837000000 256QAM 3.800 31 37.636
31 843000000 256QAM 3.600 32 37.636
32 303000000 256QAM 5.000 1 38.605
OFDM Downstream Overview
Receiver FFT type Subcarr 0 Frequency(MHz) PLC locked NCP locked MDC1 locked PLC power(dBmv)
0 4K 290600000 YES YES YES 4.599998
1 NA NA NO NO NO NA
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 23700000 ATDMA - 64QAM 32.500 5 6400000
2 38596000 ATDMA - 64QAM 35.000 6 3200000
3 30596000 ATDMA - 64QAM 32.000 4 6400000
OFDM/OFDMA Overview
Channel Index State lin Digital Att Digital Att BW (sc's*fft) Report Power Report Power1_6 FFT Size
0 DISABLED 0.5000 0.0000 0.0000 -inf -1.0000 4K
1 DISABLED 0.5000 0.0000 0.0000 -inf -1.0000 4K

 

 

Any idea on what I could do now to resolve the problem? 

 

Thanks again for all your help!

Re: Intermittent disconnects

gp-se
I'm an Advisor

@Runshan

your signal levels looks fine, SNR looks good. Since this issue is ongoing and not getting resolved I would suggest you contact the office of the president.

http://www.rogers.com/consumer/contactus/share-a-concern

 

The only thing I can think of is Rogers is doing lots of infrastructure changes right now, because they are switching to Comcast X1 which is hybrid IPTV. Perhaps they are upgrading your area currently. Also there are rumours of a new gateway being launched sometime in July, so if you can wait a week or two with the CODA then maybe the new gateway will help.

 

Re: Intermittent disconnects

Datalink
Resident Expert
Resident Expert

Personal opinion I would wait for @RogersDave to return to the forum to address these issues on the technical level.  With the intermittent disconnects occurring in different modem models and latency spikes reported for the CODA-4582 with firmware version 2.0.10.27, I suspect that some changes may have occurred in the CMTS configuration.  Unfortunately, we need Dave or an engineer from his department to look at these issues to determine what if anything has changed.  So, I'd hold off for now when it comes to contacting the Office of the President.  Again.... just personal opinion. 



Re: Intermittent disconnects

squireglig
I've Been Here Awhile

Same issue here. Didn't have it with a super old CDE-30364. Recently upgraded my plan and have had spikes, packet loss, and low speeds since then. I have swapped out the CODA modem for another. The only variable I can think of is that this new modem is DOCSIS 3.1 enabled and shows the cyan light. I've called support many times but they are unable to reproduce the issue. Every time there is a spike, I get the error "Lost MDD Timeout;" on the modem.

plot.png

Re: Intermittent disconnects

Robleh
I Plan to Stick Around

Disconnections everyday 150u package

 

I have been having this ongoing problems with rogers for quite sometime now, random times throughout the day my connection drops for about 30 secs. After many tech visits and modem swaps i don't know what to do anymore. If anyone could please explain what my modem logs mean i would greatly appreciate it.

DOCSIS Logs

The DOCSIS event logs is shown here

 


No. Time Type Priority Event
1 07/30/2017 17:18:14 90000000 warning MIMO Event MIMO: Stored MIMO=1 post cfg file MIMO=
2 07/30/2017 18:28:39 82000200 critical No Ranging Response received - T3 time-out;
3 07/30/2017 18:28:40 82000300 critical Ranging Request Retries exhausted;
4 07/30/2017 18:28:40 82000600 critical Unicast Maintenance Ranging attempted -
5 07/30/2017 18:28:42 82000200 critical No Ranging Response received - T3 time-out;
6 07/30/2017 18:28:42 82000300 critical Ranging Request Retries exhausted;
7 07/30/2017 18:28:42 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;
8 07/30/2017 18:28:43 82000300 critical Ranging Request Retries exhausted;
9 07/30/2017 18:28:43 82000600 critical Unicast Maintenance Ranging attempted -
10 07/30/2017 18:29:17 82000200 critical No Ranging Response received -

 

Rogersdave told me this issue was happening with other modems in the area and has not got back to me i think he just doesnt have the tiime

 

 

Re: Intermittent disconnects

Robleh
I Plan to Stick Around

any help would be appreciated 

Re: Intermittent disconnects

squireglig
I've Been Here Awhile

So my issue was "fixed". I narrowed it down to the swap from DOCSIS 3.0 to DOCSIS 3.1. I asked the tech to swap my modem back to DOCSIS 3.0 and all is working well for me. I can do this as can still get 150mbps on the DOCSIS 3.0 connection - not sure what others need to do if they must be on DOCSIS 3.1 in my situation. 

Re: Intermittent disconnects

@Robleh can you log into the modem, navigate to the STATUS .... DOCSIS WAN page, copy the Downstream and Upstream tables and post them please?  I suspect that the MIMO event might result in the modem going off-line, but the other No Ranging Response timeout shouldn't.  It looks like those events all occurred at the same time, possibly as a result of the modem going off line, but, those events themselves shouldn't cause a drop out.  Those indicate that the modem has requested a maintenance period with the CMTS, but, for what ever reason the CMTS has not responded within the allocated response period.  So, the modem raises an alert and carries on.  If those are the result of some other issue, the question is, what's the issue.  Maybe the signal levels in the tables will indicate something unusual.  Won't know till I see them.  Even then, they might not indicate anything unusual at the point in time when they're copied from the modem. 



Re: Intermittent disconnects

Robleh
I Plan to Stick Around
Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1639000000256QAM-2.9001440.366
2849000000256QAM-7.000237.636
3855000000256QAM-6.700338.605
4861000000256QAM-7.700437.356
5579000000256QAM-2.900538.983
6585000000256QAM-2.700638.983
7591000000256QAM-2.300740.366
8597000000256QAM-2.500840.366
9603000000256QAM-2.700938.983
10609000000256QAM-3.4001038.983
11615000000256QAM-2.9001138.983
12621000000256QAM-2.5001240.366
13633000000256QAM-3.3001338.983
14303000000256QAM-1.200138.605
15645000000256QAM-2.6001538.983
16651000000256QAM-2.7001638.983
17657000000256QAM-3.0001738.983
18663000000256QAM-2.6001838.983
19669000000256QAM-2.8001940.366
20675000000256QAM-2.6002038.983
21681000000256QAM-2.4002138.983
22687000000256QAM-2.5002240.366
23693000000256QAM-2.8002338.983
24699000000256QAM-3.1002438.983
25705000000256QAM-3.3002538.983
26711000000256QAM-3.4002638.983
27717000000256QAM-4.2002738.605
28723000000256QAM-4.7002838.605
29825000000256QAM-5.0002938.605
30831000000256QAM-5.4003038.605
31837000000256QAM-5.8003138.605
32843000000256QAM-6.6003237.636
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES-1.599998
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
138596000ATDMA - 64QAM45.00033200000
230596000ATDMA - 64QAM43.50016400000
323700000ATDMA - 64QAM41.25026400000

Re: Intermittent disconnects

Ok, your DOCSIS 3.0 downstream signal levels are all low.  There is a high frequency roll-off above 750 Mhz which is typical on the Rogers network.  The signal to noise ratios are ok.  The Upstream signal levels are higher than I would expect for a modem that is running DOCSIS 3.1.  That might indicate a noise issue on your cable line or in your area in general.  

 

The fact that the DOCSIS 3.0 signal levels are low is irrelevant as the modem is running DOCSIS 3.1 for downstream data.  But, that is probably an indication that the DOCSIS 3.1 signal level is low as well.  The OFDM frequency and signal level data shown in the table is not correct, so, the only way to determine what the OFDM signal level and signal to noise ratios are, is to contact tech support.  They have access to the correct data, so, for interests sake that is what I would do, determine if those values are within spec.  

 

Fwiw, there are customers who are reporting less than acceptable service with the 4582 running DOCSIS 3.1.  I suspect that this may be one item that Dave is working on.  It would almost be an idea to have a DOCSIS 3.1 Enable / Disable switch on the modem for those who run into problems with 3.1.  

 

So, there isn't anything glaringly unusual with the data, but, I suspect that there might be a noise issue afoot.  Ask the CSR if the noise at your modem and in the area is ok, or if it happens to be higher than normal.  

 

If you're running something less than gigabit service, it might be worth considering a trade in for a CGN3ACSMR or CGNM-3552, both of which only run DOCSIS 3.0.  That might be a temporary solution to the problem. 



Re: Intermittent disconnects

Robleh
I Plan to Stick Around

Connected my cable to the -7db port and my connection has been up for  19hrs thats a record lol

Re: Intermittent disconnects

?? It sounds like you have a multiport splitter installed.  If so, what port was the modem connected to before?  Do you have more than one splitter installed, or splitter and amplifier combination?



Re: Intermittent disconnects

Robleh
I Plan to Stick Around
I have a 3 way splitter current have rogers internet 2 boxes for the TV and the home phone. I had the cable going I to my modem connected to the -3db port. The wire running to my TV has another 2 way for phone

Re: Intermittent disconnects

Hi @Robleh

 

Are you still having issues with your connection? 

 

@Datalink any other suggestions here?

 

 

RogersPrasana