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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

dbr9
I've Been Here Awhile

 Internet CGNM-3552 drops connection

 

Ignite 100 service.

Ongoing intermittent issue, power light is on but sync drops. Modem is in bridge mode. Modem then reconnects.

Sometimes multiple drops in the same day or once in a week.

Phone tech support and all appears normal and no reported issues in area. 

I also report that Cable TV signal is dropping pixels and sound on specific channels

Replaced modem, after a period (week or so) issue re-appears.

Phone tech support and service call.. tech pokes around - doesn't say much and puts a signal booster in.

He also says something about requesting some work being required to the feed from the pole outside.

I have no idea if this is done or will be done.

 

With the signal booster in I still get modem drops (random, same as before)

 

I decided to look at the signals and system log on the modem.

I had a issue this afternoon and the log file is from the modem after the modem re-connected

 These are shown below. 

Screen Shot 2017-09-01 at 2.49.55 PM.png

 

Screen Shot 2017-09-01 at 2.52.42 PM.png

and..

Screen Shot 2017-09-01 at 3.02.54 PM.png

 

 

***Picture rejected due to CM MAC visibility***

Re: Intermittent disconnects

Datalink
Resident Expert
Resident Expert

@dbr9, with that amplifier in place, your downstream levels are stupidly high.  They should be down around 0 dBmV.  The upstream is also at a failure point, indicating that you have severe cable and/or connector issues on the go.  I would expect the one channel sitting at 51.75 dBmV to shut down as the modem uses the output power to keep the remaining two of the three upstream channels running.  I would expect you to experience slower than normal data rates due to the upstream channel signal levels.  

 

I'd be interested in knowing what the signal levels would look like without the amp in place.  The problem with an amplifier is that it amplifies garbage signals going in and and results in amplified garbage signals leaving the amp.  To resolve the situation, one has to attack the root cause of the issue.  

 

From your description of internet issues, pixelating tv channels, and comments from the tech, it looks very much like the drop cable which runs from the utility pole to your home requires replacing, along with any external connectors.  Call tech support and ask the CSR if a work order has been submitted to replace the drop cable, and if so, ask for the work order number and when you can expect another tech or work crew to replace that cable.  If that hasn't been submitted, ask for a senior tech visit to resolve the problems.  That tech will probably be qualified to replace equipment on the utility pole and have the necessary equipment to do it.  I don't know if that can be said for the contractor techs, who are probably the first tech that you see at your door. 

 

Can you give that a go and let us know how the conversation goes?



Re: Intermittent disconnects

dbr9
I've Been Here Awhile

 

 
 

 Thanks for the response..

So I called the CSR and was told no work order was requested by the previous tech, and now I have to have

another tech come out determine if the drop needs work before a Sr. level tech can be scheduled !! it didn't matter that I asked for a Sr. Tech to come out - so more wastage of my time.. 

 

Signal values with the AMP removed...

Screen Shot 2017-09-02 at 9.21.01 AM.png

 

 

25

723000000

256QAM

2.100

28

39.900

26

825000000

256QAM

1.000

29

39.900

27

831000000

256QAM

0.500

30

39.900

28

837000000

256QAM

0.000

31

39.900

29

843000000

256QAM

-1.100

32

39.200

30

849000000

256QAM

-3.200

2

38.600

31

855000000

256QAM

-4.000

3

39.200

32

861000000

256QAM

-3.600

4

38.600

 

Upstream Overview

Port ID

Frequency (MHz)

Modulation

Signal strength (dBmV)

Channel ID

BandWidth

1

38596000

ATDMA - 64QAM

49.250

3

3200000

2

30596000

ATDMA - 64QAM

47.750

1

6400000

3

23700000

ATDMA - 64QAM

49.250

2

6400000

 
 

 

Log file.. (part of it that is)

Screen Shot 2017-09-02 at 9.32.40 AM.png

 

Re: Intermittent disconnects

Datalink
Resident Expert
Resident Expert

@dbr9, with the amp removed, the downstream levels aren't too bad at all, and the signal to noise ratios are good.  There is a high frequency roll-off that is visible in the signal levels above 750 Mhz, but that is normal to see on the network.  Those levels are still within spec however.  The upstream levels are high, within spec, but still high.  The cutoff point that Rogers uses is 52 dBmV, so, you're almost there.  As I indicated before, the internet issues and pixelating tv channels indicate some issue with the drop cable and/or connectors.  My guess would be that both require replacing.  If that doesn't work, then then there is some issue further upstream from the drop point that requires attention.  Although the signal levels are within spec, you have some intermittent issue on the go and that can be frustrating to find and fix.  It would be much easier if the failing component simply failed once and for all.  Unfortunately, that doesn't happen all the time.  Be persistent with tech support.  Call in every day if you have to until this is finally addressed.  If a tech indicates that a work order is being submitted, ask for the work order number so that you can call tech support and refer to that number to determine the timelines for the repair. 



Re: Intermittent disconnects

NicolasC
I've Been Here Awhile

Constant packet losses and internet hiccups

 

Just wondering if anyone else has managed to solve any of the problems with Rogers internet. I recently moved into a new place and switched over to Rogers when their 150u deal was going on. Little did I know the headaches I was going to endure with this internet. Currently on the gigabit 150u plan using their Hitron CODA-4582 modem.

 

It started from the moment the technician left, after he said that my connection "solid". No. Everytime I try to watch a Youtube or Netflix video, the loading on either page would stop and I'd be forced to restart the page. Then other times I'd be Google searching content and the page would stop loading and go to a lost connection screen, again, forcing me to refresh the browser. Both these issues so far are present on Chrome/Firefox/IE.

 

Next up is my smart TV. Nither wifi or a wired connection would allow me to update or stream content. Everytime I'd try to update the TV I'd get a connection drop error. Figuring that something might be wrong with the TV, I hotspotted my mobile data to the TV and to my surprise was able to connect to everything on the TV.

And finally, when I game I am constantly disconnected from the service. I've run multiple traces getting a 100% loss on Roger's end and from the modem.

 

 

*I should prefix that I do not lose connectivity to the modem, more so that the connection is just constantly hiccuping.*

 

 

Long stories short... I'm having trouble with my internet and I'm wondering if people have managed to fix or work around this. If not, then I'm dropping Rogers. 

Re: Intermittent disconnects


@NicolasC wrote:

Constant packet losses and internet hiccups

 

Just wondering if anyone else has managed to solve any of the problems with Rogers internet. I recently moved into a new place and switched over to Rogers when their 150u deal was going on. Little did I know the headaches I was going to endure with this internet. Currently on the gigabit 150u plan using their Hitron CODA-4582 modem.

 

It started from the moment the technician left, after he said that my connection "solid". No. Everytime I try to watch a Youtube or Netflix video, the loading on either page would stop and I'd be forced to restart the page. Then other times I'd be Google searching content and the page would stop loading and go to a lost connection screen, again, forcing me to refresh the browser. Both these issues so far are present on Chrome/Firefox/IE.

 

Next up is my smart TV. Nither wifi or a wired connection would allow me to update or stream content. Everytime I'd try to update the TV I'd get a connection drop error. Figuring that something might be wrong with the TV, I hotspotted my mobile data to the TV and to my surprise was able to connect to everything on the TV.

And finally, when I game I am constantly disconnected from the service. I've run multiple traces getting a 100% loss on Roger's end and from the modem.

 

 

*I should prefix that I do not lose connectivity to the modem, more so that the connection is just constantly hiccuping.*

 

 

Long stories short... I'm having trouble with my internet and I'm wondering if people have managed to fix or work around this. If not, then I'm dropping Rogers. 


Are all these issues happening over WiFi, or also with a hardware ethernet Lan cable? Can you log in to the modem goto DOCSIS WAN page and post the signal levels. The log in for the modem is:

user: cusadmin

password: what you used for your wifi password is the same password to log in to the modem. 

 

 

Re: Intermittent disconnects

NicolasC
I've Been Here Awhile

Hi sorry for the late response, I was at work during the night. Yes, the problems occur over both an Ethernet and WIFI connection 😕

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000256QAM4.400737.356
2849000000256QAM3.600237.356
3855000000256QAM3.400337.356
4861000000256QAM2.900437.356
5579000000256QAM4.200537.356
6585000000256QAM3.800637.636
7303000000256QAM3.700136.610
8597000000256QAM4.400837.636
9603000000256QAM4.100937.636
10609000000256QAM4.9001037.356
11615000000256QAM4.4001137.636
12621000000256QAM4.8001237.356
13633000000256QAM4.9001337.356
14639000000256QAM5.2001437.636
15645000000256QAM4.9001537.356
16651000000256QAM5.3001637.636
17657000000256QAM5.0001737.636
18663000000256QAM5.0001837.356
19669000000256QAM4.7001937.356
20675000000256QAM4.8002037.636
21681000000256QAM5.0002137.636
22687000000256QAM4.9002237.636
23693000000256QAM5.0002337.636
24699000000256QAM4.8002437.636
25705000000256QAM4.4002537.636
26711000000256QAM4.4002637.356
27717000000256QAM4.4002737.636
28723000000256QAM4.2002837.636
29825000000256QAM4.5002937.636
30831000000256QAM4.0003037.356
31837000000256QAM4.0003130.366
32843000000256QAM3.8003237.636
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES4.000000
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
123700000ATDMA - 64QAM31.00026400000
230596000ATDMA - 64QAM32.25036400000
313700000ATDMA - 64QAM29.75016400000
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

Re: Intermittent disconnects


@NicolasC wrote:

Hi sorry for the late response, I was at work during the night. Yes, the problems occur over both an Ethernet and WIFI connection 😕

 

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 591000000 256QAM 4.400 7 37.356
2 849000000 256QAM 3.600 2 37.356
3 855000000 256QAM 3.400 3 37.356
4 861000000 256QAM 2.900 4 37.356
5 579000000 256QAM 4.200 5 37.356
6 585000000 256QAM 3.800 6 37.636
7 303000000 256QAM 3.700 1 36.610
8 597000000 256QAM 4.400 8 37.636
9 603000000 256QAM 4.100 9 37.636
10 609000000 256QAM 4.900 10 37.356
11 615000000 256QAM 4.400 11 37.636
12 621000000 256QAM 4.800 12 37.356
13 633000000 256QAM 4.900 13 37.356
14 639000000 256QAM 5.200 14 37.636
15 645000000 256QAM 4.900 15 37.356
16 651000000 256QAM 5.300 16 37.636
17 657000000 256QAM 5.000 17 37.636
18 663000000 256QAM 5.000 18 37.356
19 669000000 256QAM 4.700 19 37.356
20 675000000 256QAM 4.800 20 37.636
21 681000000 256QAM 5.000 21 37.636
22 687000000 256QAM 4.900 22 37.636
23 693000000 256QAM 5.000 23 37.636
24 699000000 256QAM 4.800 24 37.636
25 705000000 256QAM 4.400 25 37.636
26 711000000 256QAM 4.400 26 37.356
27 717000000 256QAM 4.400 27 37.636
28 723000000 256QAM 4.200 28 37.636
29 825000000 256QAM 4.500 29 37.636
30 831000000 256QAM 4.000 30 37.356
31 837000000 256QAM 4.000 31 30.366
32 843000000 256QAM 3.800 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 4.000000
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 23700000 ATDMA - 64QAM 31.000 2 6400000
2 30596000 ATDMA - 64QAM 32.250 3 6400000
3 13700000 ATDMA - 64QAM 29.750 1 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

@NicolasC

 

Your upload signal is a little too low, this could be the source of your issues. I would suggest calling Rogers or sending a PM to @CommunityHelps asking them to run a signal check. It should fail the check because the upload signal is too low. They should then send a tech to correct the issue. 

Re: Intermittent disconnects

k_houghts
I've Been Around

Hitron CGN3 not connecting to DS frequency

 

Hey guys,

My issue is pretty much in the title. My internet has cut out multiple times over the past few days and I'm just getting a blinking downstream frequency light. No other lights are on when this happens. Is there anything I can do to attempt to reconnect the modem? I've tried resetting the modem and checked all of the cable to make sure nothing is disconnected by accident. Nothing has worked.

Thanks guys.

Re: Intermittent disconnects

@k_houghts  you can do one of two things:

 

1.  Call tech support and ask the CSR to run a signal check on the modem.  From what you're saying, that test should fail automatically, followed by a discussion to get a tech out to your home to determine what the problem is. 

 

2.  Log into the modem, navigate to the STATUS .... DOCSIS WAN tab, copy the downstream and upstream tables and paste them into a post.  Those are the cable signal levels and signal to noise ratios.   If they're bad enough, I'll indicate to you to go to step one.  If not, then we follow the bouncing ball, so to speak and see where this leads.



Re: Intermittent disconnects

SB28
I Plan to Stick Around

Hi,

 

I've been have these intermittent problems over the last couple of months.  I've called Rogers at least 10 times.  They always tell me signal strength is good.  I've changed the modem twice, the latest to the newer white CODA one.  I've had three techs over to my house 1) just changed the connectors on the cable for internet. 2) said there was signal noise and the underground cable should be replaced -- which I later found out that they weren't going to do 3) called in the "A-team" of techs -- he fixed some outside connections, fixed inside connectors, replaced the phone modem as well and said the signal noise was improved.

 

However, the problem keeps happening.  I'm posting the DOCSIS WAN, like others have, in case someone sees something that the dozen or so others haven't or has some suggestions.

 

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 693000000 256QAM 3.300 23 40.366
2 849000000 256QAM 0.700 2 38.605
3 855000000 256QAM 1.300 3 38.983
4 861000000 256QAM 1.200 4 38.983
5 579000000 256QAM 1.300 5 40.366
6 585000000 256QAM 1.100 6 38.983
7 591000000 256QAM 0.700 7 38.983
8 597000000 256QAM 0.300 8 40.366
9 603000000 256QAM 0.500 9 38.983
10 609000000 256QAM 0.900 10 38.983
11 615000000 256QAM 1.300 11 38.983
12 621000000 256QAM 1.600 12 40.366
13 633000000 256QAM 2.100 13 40.366
14 639000000 256QAM 2.300 14 40.946
15 645000000 256QAM 2.400 15 40.366
16 651000000 256QAM 2.600 16 40.946
17 657000000 256QAM 2.800 17 40.366
18 663000000 256QAM 2.800 18 40.366
19 669000000 256QAM 3.100 19 40.366
20 675000000 256QAM 3.100 20 40.366
21 681000000 256QAM 3.500 21 40.946
22 687000000 256QAM 3.400 22 40.946
23 303000000 256QAM 0.200 1 37.636
24 699000000 256QAM 3.100 24 40.366
25 705000000 256QAM 3.200 25 40.946
26 711000000 256QAM 3.300 26 40.946
27 717000000 256QAM 2.900 27 40.366
28 723000000 256QAM 3.200 28 40.366
29 825000000 256QAM 2.200 29 40.946
30 831000000 256QAM 1.300 30 38.983
31 837000000 256QAM 0.800 31 38.983
32 843000000 256QAM 1.000 32 38.983
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 0.000000
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 23700000 ATDMA - 64QAM 35.750 2 6400000
2 38596000 ATDMA - 64QAM 38.000 3 3200000
3 30596000 ATDMA - 64QAM 36.250 1 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

 

I also see the following errors many times in the DOCSIS Event page:

1911/07/2017 01:28:5868010300errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.1;
2011/07/2017 02:52:3482000200criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.1;

 

A bunch of tickets have been opened and I'll get a 'problem has been fixed' message, but obviously not.

 

 

Thanks in advance for any help.

 

Re: Intermittent disconnects

gp-se
I'm an Advisor

The signal levels and signal to noise ratio all look good. When you have your disconnects, is it wireless devices or wired devices, or both?

 

What does the modem do when these problems happen, do the lights on the front go out and the modem reboots?

 

Re: Intermittent disconnects

SB28
I Plan to Stick Around

@gp-se wrote:

The signal levels and signal to noise ratio all look good. When you have your disconnects, is it wireless devices or wired devices, or both?

 

 


Both


 

What does the modem do when these problems happen, do the lights on the front go out and the modem reboots?

 


At the beginning, the arrows wouldn't be lit, but the others were.  I'd reboot then all is ok.  Other times, I wait a bit before checking and then when I do, all the lights are ok, and then the internet works ok again.

Re: Intermittent disconnects

Disconnected Every 10 minutes since last night

 

Was up late at night playing video games when it started assumed it was rogers end again, woke up still doing it so i just unpluged everything and took a nap and its still doing it when i woke up.

 

Connecting to the Router or the Rogers provided modem doesn't make any difference rebooting it doesnt make any difference and its every computer on my network but all the lights still indicate a connection.

Re: Intermittent disconnects

Hello @Friskywolf,

 

Getting disconnected every 10 minutes sounds super frustrating, especially when you are trying to do online gaming and it keeps dropping.

 

It sounds like there could be a signal issue on the line but it is strange that the lights on the modem haven't changed when the connection drops. How long does it take for the connection to be restored? Are all of your devices connecting via Wi-Fi or do you have some Ethernet-connected devices that are doing the same thing?

 

To rule out a signal issue we will need to see what the signal levels to your modem look like. Please log into the modem, navigate to the STATUS ... DOCSIS WAN tab, copy the downstream and upstream tables and paste them into a post. If the signal levels are out of the specified range we may need to have a technician visit your home after troubleshooting to rule out any loose connections or unauthorized modifications to the line such as Splitters, Boosters or Attenuators. 

 

We look forward to hearing back from you!

 

RogersTony

 

Re: Intermittent disconnects

It started working again last night, but i checked loose cables made sure everything was tightly connected factory reset the modem left it unplugged for a few hours but every 10 minutes it kept doing it and it would take 60 seconds at least to reconnect wifi and lan.

Re: Intermittent disconnects

eltoncdb
I've Been Here Awhile

I got the same problem since 2 weeks ago. I have change my plan to ignite 150 and a new gigabit modem (the big white one) but the problem persist. Every 15 mins or so it'll show no internet connection in windows and it comes back up again in maybe a minute or two, for both wired and wireless. And here is my log in the modem

DOCSIS Logs

The DOCSIS event logs is shown here

No. Time Type Priority Event
1 12/29/2017 18:47:40 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=9CM-QOS=1.1;CM-VER=3.1;
2 12/29/2017 23:47:50 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=CM-QOS=1.1;CM-VER=3.1;
3 12/29/2017 23:47:57 84000700 warning RCS Partial Service;CM-MAC=CM-QOS=1.1;CM-VER=3.1;
4 12/29/2017 23:48:07 84020200 warning Lost MDD Timeout;CM-MAC=CM-QOS=1.1;CM-VER=3.1;
5 12/29/2017 18:59:30 82000200 critical No Ranging Response received - T3 time-out;CMCM-QOS=1.1;CM-VER=3.1;
6 12/29/2017 19:01:10 84020200 warning Lost MDD Timeout;CM-MAC=CM-QOS=1.1;CM-VER=3.1;
7 12/29/2017 19:02:32 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=CM-QOS=1.1;CM-VER=3.1;
8 12/29/2017 19:02:33 84020200 warning Lost MDD Timeout;CM-MAC=;CM-QOS=1.1;CM-VER=3.1;
9 12/29/2017 19:02:47 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=CM-QOS=1.1;CM-VER=3.1;
10 12/29/2017 19:02:47 82000300 critical Ranging Request Retries exhausted;CM-MAC=CM-QOS=1.1;CM-VER=3.1;

 

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 693000000 256QAM 2.000 23 35.780
2 849000000 256QAM -0.400 2 35.084
3 855000000 256QAM -0.700 3 34.926
4 861000000 256QAM -0.300 4 35.084
5 579000000 256QAM 0.400 5 34.484
6 585000000 256QAM 0.200 6 34.346
7 591000000 256QAM 0.500 7 34.346
8 597000000 256QAM 0.500 8 34.484
9 603000000 256QAM 0.300 9 34.484
10 609000000 256QAM 0.100 10 34.926
11 615000000 256QAM 0.700 11 34.926
12 621000000 256QAM 0.900 12 35.595
13 633000000 256QAM 1.000 13 35.084
14 639000000 256QAM 1.000 14 35.595
15 645000000 256QAM 1.000 15 35.595
16 651000000 256QAM 1.100 16 35.595
17 657000000 256QAM 1.300 17 35.595
18 663000000 256QAM 1.800 18 36.387
19 669000000 256QAM 1.600 19 35.780
20 675000000 256QAM 1.900 20 35.780
21 681000000 256QAM 2.100 21 36.387
22 687000000 256QAM 2.100 22 36.610
24 699000000 256QAM 2.100 24 36.387
25 705000000 256QAM 2.200 25 36.387
26 711000000 256QAM 1.900 26 36.387
27 717000000 256QAM 1.600 27 35.780
28 723000000 256QAM 1.400 28 35.780
29 825000000 256QAM 0.700 29 35.595
30 831000000 256QAM 0.400 30 35.595
31 837000000 256QAM 0.200 31 35.780
32 843000000 256QAM 0.100 32 35.595
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 NA NA NO NO NO NA
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 30596000 ATDMA - 64QAM 47.750 4 6400000
2 38596000 ATDMA - 64QAM 49.750 6 3200000
3 23700000 ATDMA - 64QAM 47.750 5 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

Re: Intermittent disconnects

funny i have the same modem and plan lets all hope it doesnt happen again cause that suuuuuuucked 

Re: Intermittent disconnects


@eltoncdb wrote:

I got the same problem since 2 weeks ago. I have change my plan to ignite 150 and a new gigabit modem (the big white one) but the problem persist. Every 15 mins or so it'll show no internet connection in windows and it comes back up again in maybe a minute or two, for both wired and wireless. And here is my log in the modem

DOCSIS Logs

The DOCSIS event logs is shown here

No. Time Type Priority Event
1 12/29/2017 18:47:40 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=9CM-QOS=1.1;CM-VER=3.1;
2 12/29/2017 23:47:50 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=CM-QOS=1.1;CM-VER=3.1;
3 12/29/2017 23:47:57 84000700 warning RCS Partial Service;CM-MAC=CM-QOS=1.1;CM-VER=3.1;
4 12/29/2017 23:48:07 84020200 warning Lost MDD Timeout;CM-MAC=CM-QOS=1.1;CM-VER=3.1;
5 12/29/2017 18:59:30 82000200 critical No Ranging Response received - T3 time-out;CMCM-QOS=1.1;CM-VER=3.1;
6 12/29/2017 19:01:10 84020200 warning Lost MDD Timeout;CM-MAC=CM-QOS=1.1;CM-VER=3.1;
7 12/29/2017 19:02:32 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=CM-QOS=1.1;CM-VER=3.1;
8 12/29/2017 19:02:33 84020200 warning Lost MDD Timeout;CM-MAC=;CM-QOS=1.1;CM-VER=3.1;
9 12/29/2017 19:02:47 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=CM-QOS=1.1;CM-VER=3.1;
10 12/29/2017 19:02:47 82000300 critical Ranging Request Retries exhausted;CM-MAC=CM-QOS=1.1;CM-VER=3.1;

 

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 693000000 256QAM 2.000 23 35.780
2 849000000 256QAM -0.400 2 35.084
3 855000000 256QAM -0.700 3 34.926
4 861000000 256QAM -0.300 4 35.084
5 579000000 256QAM 0.400 5 34.484
6 585000000 256QAM 0.200 6 34.346
7 591000000 256QAM 0.500 7 34.346
8 597000000 256QAM 0.500 8 34.484
9 603000000 256QAM 0.300 9 34.484
10 609000000 256QAM 0.100 10 34.926
11 615000000 256QAM 0.700 11 34.926
12 621000000 256QAM 0.900 12 35.595
13 633000000 256QAM 1.000 13 35.084
14 639000000 256QAM 1.000 14 35.595
15 645000000 256QAM 1.000 15 35.595
16 651000000 256QAM 1.100 16 35.595
17 657000000 256QAM 1.300 17 35.595
18 663000000 256QAM 1.800 18 36.387
19 669000000 256QAM 1.600 19 35.780
20 675000000 256QAM 1.900 20 35.780
21 681000000 256QAM 2.100 21 36.387
22 687000000 256QAM 2.100 22 36.610
24 699000000 256QAM 2.100 24 36.387
25 705000000 256QAM 2.200 25 36.387
26 711000000 256QAM 1.900 26 36.387
27 717000000 256QAM 1.600 27 35.780
28 723000000 256QAM 1.400 28 35.780
29 825000000 256QAM 0.700 29 35.595
30 831000000 256QAM 0.400 30 35.595
31 837000000 256QAM 0.200 31 35.780
32 843000000 256QAM 0.100 32 35.595
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 NA NA NO NO NO NA
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 30596000 ATDMA - 64QAM 47.750 4 6400000
2 38596000 ATDMA - 64QAM 49.750 6 3200000
3 23700000 ATDMA - 64QAM 47.750 5 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


@eltoncdb

Your upload signal is almost at the max level, also your modem isn't bonding to DOCSIS 3.1

I would call Rogers and ask the tech to run a signal check on your modem, and your neighbours. This will confirm if it's something that only affects your line, or other people on your Tap/Node/CMTS.

 

Re: Intermittent disconnects

This has been ongoing for weeks.  Ive had drops that range from every 5 minutes to every 16 hours over the past month.  It seems worst on the weekends.  I've replaced my router, replacing my hitron CODA-4582 1a (running in bridge mode with 2.0.10.33T3 software) tomorrow as suggested by support but i doubt that's the issue.  Support says signal to the modem is perfect.  

 

Docsis Event Log shows errors like this:

 

No. Time Type Priority Event
1 01/07/2018 18:28:48 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;;CM-QOS=1.1;CM-VER=3.1;
2 01/07/2018 18:31:58 82000200 critical No Ranging Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.1;
3 01/07/2018 18:31:59 82000300 critical Ranging Request Retries exhausted;;CM-QOS=1.1;CM-VER=3.1;
4 01/07/2018 18:31:59 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;;CM-QOS=1.1;CM-VER=3.1;
5 01/07/2018 18:31:59 82000300 critical Ranging Request Retries exhausted;;CM-QOS=1.1;CM-VER=3.1;

 

Can someone interpret these stats for me?

 

DOCSIS Overview
Network Access Permitted
IP Address 7.x.xx.xxx
Subnet Mask 255.255.240.0
Gateway IP Address 7.x.x.x
DHCP Lease Time 😧 06 H: 11 M: 52 S: 07
Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 609000000 256QAM 2.000 10 33.487
2 849000000 256QAM 3.700 2 34.484
3 855000000 256QAM 3.400 3 33.957
4 861000000 256QAM 2.900 4 33.834
5 579000000 256QAM 1.700 5 36.610
6 585000000 256QAM 2.200 6 36.610
7 591000000 256QAM 2.100 7 35.084
8 597000000 256QAM 2.100 8 33.957
9 603000000 256QAM 1.500 9 33.063
10 303000000 256QAM -6.900 1 31.915
11 615000000 256QAM 1.800 11 33.834
12 621000000 256QAM 2.000 12 34.926
13 633000000 256QAM 1.700 13 37.356
14 639000000 256QAM 1.500 14 37.636
15 645000000 256QAM 1.300 15 38.605
16 651000000 256QAM 1.600 16 37.636
17 657000000 256QAM 1.600 17 36.387
18 663000000 256QAM 1.900 18 34.926
19 669000000 256QAM 1.500 19 33.834
20 675000000 256QAM 1.400 20 33.487
21 681000000 256QAM 1.600 21 32.963
22 687000000 256QAM 1.200 22 32.585
23 693000000 256QAM 2.400 23 33.377
24 699000000 256QAM 2.300 24 33.377
25 705000000 256QAM 3.100 25 33.957
26 711000000 256QAM 2.400 26 34.484
27 717000000 256QAM 3.100 27 35.780
28 723000000 256QAM 3.000 28 36.387
29 825000000 256QAM 4.100 29 38.605
30 831000000 256QAM 4.500 30 37.636
31 837000000 256QAM 4.800 31 36.387
32 843000000 256QAM 4.100 32 35.084
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 -3.299999
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 30596000 ATDMA - 64QAM 47.250 1 6400000
2 38595824 ATDMA - 64QAM 49.500 3 3200000
3 23700000 ATDMA - 64QAM 48.500 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

Re: Intermittent disconnects

Hello @mike_toronto2,

 

Welcome to the Community Forums and thanks for reaching out.

 

I know all too well how frustrating a dropped connection can be. Did you end up replacing your modem today?  If so, we'd need to check your signal levels again. 

 

Please keep us posted, or if you'd like us to run some diagnostics, please send a private message to @CommunityHelps.  For more information on our Private Message system, please see this page.

 

RogersShaun