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 ***

[dbr9]

 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. 

and..

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

[Datalink]

@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?

[dbr9]

 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...

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)

[Datalink]

@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. 

[NicolasC]

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. 

[gp-se]

---

@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. 

[NicolasC]

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

[gp-se]

---

@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. 

[k_houghts]

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.

[Datalink]

@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.

[SB28]

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:

19	11/07/2017 01:28:58	68010300	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.1;
20	11/07/2017 02:52:34	82000200	critical	No 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.

[gp-se]

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?

[SB28]

---

@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.

[Friskywolf]

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.

[RogersTony]

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

[Friskywolf]

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.

[eltoncdb]

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

[Friskywolf]

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

[gp-se]

---

@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.

[mike_toronto2]

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

© 2018 Hitron Technologies Inc.. All rights reserved.

[RogersShaun]

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