Intermittent disconnects

[josephy]

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 ***

[Datalink]

@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. 

[Runshan]

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.

[gp-se]

---

@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.

[Runshan]

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?

[gp-se]

@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.

[mednorth]

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) 

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

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	256QAM	-1.400	7	33.957
2	855000000	256QAM	-5.200	3	31.915
3	861000000	256QAM	-5.300	4	32.237
4	579000000	256QAM	-1.700	5	33.957
5	585000000	256QAM	-1.500	6	33.957
6	849000000	256QAM	-4.700	2	32.237
7	597000000	256QAM	-1.200	8	33.957
8	603000000	256QAM	-1.300	9	33.957
9	609000000	256QAM	-1.300	10	33.957
10	615000000	256QAM	-1.000	11	33.834
11	621000000	256QAM	-0.900	12	33.957
12	633000000	256QAM	-0.200	13	33.957
13	639000000	256QAM	0.100	14	34.484
14	645000000	256QAM	0.100	15	33.957
15	651000000	256QAM	0.200	16	33.957
16	657000000	256QAM	0.400	17	33.834
17	663000000	256QAM	0.500	18	33.957
18	669000000	256QAM	0.600	19	33.957
19	675000000	256QAM	0.800	20	34.484
20	681000000	256QAM	0.600	21	34.346
21	687000000	256QAM	0.400	22	33.957
22	693000000	256QAM	0.400	23	33.957
23	699000000	256QAM	0.100	24	33.834
24	705000000	256QAM	-0.100	25	33.834
25	711000000	256QAM	-0.800	26	33.063
26	717000000	256QAM	-1.300	27	32.963
27	723000000	256QAM	-1.500	28	32.676
28	825000000	256QAM	-3.900	29	32.237
29	831000000	256QAM	-4.200	30	32.237
30	837000000	256QAM	-4.400	31	31.994
31	843000000	256QAM	-4.800	32	31.915
32	303000000	256QAM	-1.600	1	35.084

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	-1.799999
1	NA	NA	NO	NO	NO	NA

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	30596000	ATDMA - 64QAM	39.250	1	6400000
2	38596000	ATDMA - 64QAM	42.500	3	3200000
3	23700000	ATDMA - 64QAM	39.250	2	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

And this photo while using PingPlotter:

Any thoughts? The spikes seem awfully regular.

[mednorth]

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

Current -->

Earlier -->

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.

[Runshan]

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!

[gp-se]

@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.

[Datalink]

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. 

[squireglig]

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.

[Robleh]

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

[Robleh]

any help would be appreciated 

[squireglig]

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. 

[Datalink]

@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. 

[Robleh]

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	639000000	256QAM	-2.900	14	40.366
2	849000000	256QAM	-7.000	2	37.636
3	855000000	256QAM	-6.700	3	38.605
4	861000000	256QAM	-7.700	4	37.356
5	579000000	256QAM	-2.900	5	38.983
6	585000000	256QAM	-2.700	6	38.983
7	591000000	256QAM	-2.300	7	40.366
8	597000000	256QAM	-2.500	8	40.366
9	603000000	256QAM	-2.700	9	38.983
10	609000000	256QAM	-3.400	10	38.983
11	615000000	256QAM	-2.900	11	38.983
12	621000000	256QAM	-2.500	12	40.366
13	633000000	256QAM	-3.300	13	38.983
14	303000000	256QAM	-1.200	1	38.605
15	645000000	256QAM	-2.600	15	38.983
16	651000000	256QAM	-2.700	16	38.983
17	657000000	256QAM	-3.000	17	38.983
18	663000000	256QAM	-2.600	18	38.983
19	669000000	256QAM	-2.800	19	40.366
20	675000000	256QAM	-2.600	20	38.983
21	681000000	256QAM	-2.400	21	38.983
22	687000000	256QAM	-2.500	22	40.366
23	693000000	256QAM	-2.800	23	38.983
24	699000000	256QAM	-3.100	24	38.983
25	705000000	256QAM	-3.300	25	38.983
26	711000000	256QAM	-3.400	26	38.983
27	717000000	256QAM	-4.200	27	38.605
28	723000000	256QAM	-4.700	28	38.605
29	825000000	256QAM	-5.000	29	38.605
30	831000000	256QAM	-5.400	30	38.605
31	837000000	256QAM	-5.800	31	38.605
32	843000000	256QAM	-6.600	32	37.636

OFDM Downstream Overview

Receiver	FFT type	Subcarr 0 Frequency(MHz)	PLC locked	NCP locked	MDC1 locked	PLC power(dBmv)
0	NA	NA	NO	NO	NO	NA
1	4K	275600000	YES	YES	YES	-1.599998

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	38596000	ATDMA - 64QAM	45.000	3	3200000
2	30596000	ATDMA - 64QAM	43.500	1	6400000
3	23700000	ATDMA - 64QAM	41.250	2	6400000

[Datalink]

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. 

[Robleh]

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

[Datalink]

?? 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?

[Robleh]

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

[RogersPrasana]

Hi @Robleh

Are you still having issues with your connection? 

@Datalink any other suggestions here?

RogersPrasana