Your situation sounds incredibly similar to the same problem I had a year+ ago. You can read about it here:
Basically my internet would randomly go down each day for a few minutes and come back. Rogers tried everything to fix it: new modem (I was not using a router), beta firmware, brand new lines run to the house etc etc.
I am sad to say nothing ever fixed it. However I then moved to a new house, and using the same exact modem as before I never experienced the problem again. So I am 100% sure the issue is with their infrastructure in certain areas, although I doubt they will ever admit it or fix it.
I'm getting the same disconnect problems here, and the modem log shows the "no ranging response received" messages. It's been ongoing for maybe about 5-6 weeks. Sometimes the disconnect lasts a minute or two, sometimes a half an hour or even over an hour. A new modem (the CGN3ACSMR) made no difference, and phone support wasn't much help. I'm switching to Bell.
Indeed. I am in the same pickle here and Rogers has yet to actually find anything. They won't even give credits anymore. Why should I pay the full amount for internet that is half baked?
Just adding to the pile. I've been experiencing random disconnects for quite some time now. I'm a twitch streamer, gamer, using IPTV and VoIP. This has been extremely disruptive and frustrating for me.
My symptoms specifically:
I experience huge spikes in games and in voice comms (Discord) where I completely lose control and cannot be heard, but continue to see the game in realtime and can continue to hear others in call. I also drop > 50% frames while streaming to twitch, in frequent spikes. In both of these cases it seems like my download continues to function but upload completely fails - and shortly afterwards I lose internet connection entirely (throughout the house).
I'm on a 500/20 plan. Currently, I'm using the CODA-4582U as my router/AP. Only an unmanaged switch between the CODA and other wired clients. I've just recently ordered a Mikrotik RB3011 and Ubiquiti UAP-AC-Lite and will be installing these and putting the CODA in bridge mode probably by the end of this week. I don't believe this will solve the issues I'm experiencing now but I thought it was worth mentioning.
In my DOCSIS event logs, I see many "No Ranging Response received - T3 time-out" errors. Maybe irrelevant but I also see the modem attempted and failed to do a software update recently. See docsis event logs below:
|1||06/07/2018 14:43:00||82000200||critical||No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:90:cb:ac;CM-QOS=1.1;CM-VER=3.1;|
|2||06/07/2018 16:17:27||68010300||error||DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=00:17:10:90:cb:ac;CM-QOS=1.1;CM-VER=3.1;|
|3||06/08/2018 16:15:52||82000200||critical||No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:90:cb:ac;CM-QOS=1.1;CM-VER=3.1;|
|4||06/08/2018 16:17:27||68010300||error||DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=00:17:10:90:cb:ac;CM-QOS=1.1;CM-VER=3.1;|
|5||06/09/2018 02:39:37||82000200||critical||No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:90:cb:ac;CM-QOS=1.1;CM-VER=3.1;|
|6||06/09/2018 16:17:27||68010300||error||DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=00:17:10:90:cb:ac;CM-QOS=1.1;CM-VER=3.1;|
|7||06/10/2018 14:18:31||82000200||critical||No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:90:cb:ac;CM-QOS=1.1;CM-VER=3.1;|
|9||06/10/2018 20:46:37||82000200||critical||No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:90:cb:ac;CM-QOS=1.1;CM-VER=3.1;|
|11||06/11/2018 23:30:46||82000200||critical||No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:90:cb:ac;CM-QOS=1.1;CM-VER=3.1;|
|12||06/12/2018 10:25:25||69010100||notice||SW Download INIT - Via NMS|
|13||06/12/2018 10:25:25||69010400||error||SW Upgrade Failed Before Download - Server not Present|
|14||06/12/2018 10:25:25||69010600||error||SW upgrade Failed before download - TFTP Max Retry Exceeded|
|15||06/12/2018 13:52:41||82000200||critical||No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:90:cb:ac;CM-QOS=1.1;CM-VER=3.1;|
|17||06/13/2018 06:40:31||82000200||critical||No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:90:cb:ac;CM-QOS=1.1;CM-VER=3.1;|
|18||06/13/2018 06:58:40||69010100||notice||SW Download INIT - Via NMS|
|19||06/13/2018 06:59:25||69011100||notice||SW download Successful - Via NMS|
|20||06/13/2018 07:02:17||90000000||warning||MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=00:17:10:90:cb:ac;CM-QOS=1.1;CM-VER=3.1;|
I've had 3 techs come out to the house over the last month and a half or so, but this was before I was aware of the no ranging response errors. It wasn't checked or brought up by the techs or the phone reps. All I could say was that I would frequently disconnect and rebooting the modem would solve it. I was told by one tech that some of my signal levels were out of spec and have been corrected. The other two techs came by, checked the signal levels, shrugged and left. Here are my signal levels now:
|Port ID||Frequency (MHz)||Modulation||Signal strength (dBmV)||Channel ID||Signal noise ratio (dB)|
|Receiver||FFT type||Subcarr 0 Frequency(MHz)||PLC locked||NCP locked||MDC1 locked||PLC power(dBmv)|
|Port ID||Frequency (MHz)||Modulation||Signal strength (dBmV)||Channel ID||Bandwidth|
|1||23700000||ATDMA - 64QAM||29.750||5||6400000|
|2||38595824||ATDMA - 64QAM||33.250||6||3200000|
|3||30596000||ATDMA - 64QAM||30.000||4||6400000|
|Channel Index||State||lin Digital Att||Digital Att||BW (sc's*fft)||Report Power||Report Power1_6||FFT Size|
Now that I am aware of the no ranging response errors, hopefully my next call to Rogers will be more productive. I thought I would post here first in case anything else stood out or if anyone could offer any other advice. The only other information I can think to provide is that I live in a detached house in Brampton and the coax comes in through the basement by my electrical panel - I'm not certain where it actually comes from but I am assuming underground? The house was built about 7-8 years ago.
Apologies for the massive wall of text but I wanted to be thorough. Huge thank you to you all for the information and for continuing to work at this. Sincerely hoping there is a solution and that this isn't simply a result of poor infrastructure. I personally do not have the luxury of having multiple ISPs to choose from.
I'll be writing a letter to the Ombudsman in regards to how incompetent Rogers' employees are, and that despite being in contact with who knows how many so-called service managers / presidents etc. don't seem to have any logs of my complaints in proper detail.
YOU know the problem is on your end, fix it and stop side-stepping the issue.
As a follow-up, the senior technician arrived and discovered that my cable was connected to a third-party amplifier of some kind. So my particular intermittent disconnects were not due to infrastructure issues on Rogers' end, but someone added this amplifier/splitter in-between the Rogers box and my modem (which was interfering with the signal). I was also informed the house itself was causing some interference, but that he was going to shield it as best he could. It seems to have solved the issue.
I too have been getting several disconnects a day for over a week now. Before that I was experience periodic slow speeds, but it got very bad about a week ago with the internet completely crashing several times a day since then
At one point I was told by technical support it was a software issue with the modem and an update would be provided, not sure what happened with that.
Hitron CODA-4582 modem
A bunch of technical support calls last week, two service visits over the weekend and modem swapped, no improvement. This morning woke up, internet down, reboot modem. Rinse and repeat several times a day!
The last service visit was yesterday, technician ordered maintenance on the external box on street in front of my home. He thinks that might resolve the issue since apparently two other homes in my vicinity are experiencing internet disruptions. He could not do the maintenance himself, needed to request a maintenance crew. Not sure what this maintenance crew will do, but I do not need to be home
Not sure when this maintenance will be done, some time soon and I hope it fixes this!
same problem. Have given up. I do not have the luxury of choosing bell as well as they do not serve my area. The funny thing is my brothers house 5 mins away also gets these t3 timeouts but his disconnects are fewer than mine.
Right now i am averaging 3 disconnects a day and they happen in the morning, afternoon and at night. The frontline techs and CSR's do not understand this issue at all. Called a tech once and he said everything is fine.
As usual he blamed my equipment.
It would be nice if the CSR's and techs would be briefed on these T3 timeouts better. I think one day when I have some time off will escalate this to the omsbudsman.
@ Roy86 you might have more options than just Bell. TekSavvy comes to mind.
I am giving Rogers about a week to solve my issue, hopefully the scheduled maintenance will resolve it. If they can't I don't have the time to devote to doing their job troubleshooting their network. I'll just switch providers
In you're willing to switch to DSL/VDSL, then yes, switching to a TPIA is another route. If you plan to go to a TPIA and still use cable service, then you end up in a worse situation due to all of the hoops and loops that the major ISPs force upon the TPIAs when it comes to troubleshooting a bad connection. If you're planning to switch to a TPIA cable service, your best bet is to sort out all of the cable issues before you make the change.