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Massive Download Usage with Hitron CGN3

hauntedjohn
I've Been Here Awhile

I just got a Hitron CGN3 from Rogers.  In the week I've had it my recorded usage has skyrocketed (see below).  Before the change we were a 2-3GB per day family.  November 14/15 I changed the network name and shut everything down except 2 devices.  We watched 4-5 hours of netflix and did some surfing - the usage was still ridiculous.  Yesterday (November 16) we let our other devices back on and wham - insane 325 GB.

 

I've checked in with Rogers 4 times and right now I am doing the shut everything down but one device test.

 

Rogers set up my network and security over phone support. 

 

So what do you think?  Am I hacked?  Do you think Rogers going to help me solve this or do I need to pay for service from someone else?

 

Thanks.

 

Daily Usage MB Downloaded 

November 16, 2014 325,174
November 15, 2014 11,351
November 14, 2014 18,285  
November 13, 2014 50,057
November 12, 2014 64,595
November 11, 2014 40,274
November 10, 2014 13,114  
 
 
***edited labels***
1 ACCEPTED SOLUTION

Accepted Solutions

Re: Massive Download Usage with Hitron CGN3

Removing the splitter will bring your downstream power levels up at least 3 Db, maybe more depending on what port the internet side is plugged into and lower your upstream levels slightly as well.  It will also remove any potential reflected RF issues due to an unconnected port on the splitter.  So, yes, remove the splitter and replace it with a barrel connector such as this:

 

http://www.lowes.ca/coax-cable/ideal-3-ghz-f-splice-adapter-4-pack_g1200823.html

 

That is a high frequency connector which will support cable and satellite tv.

 

If you have unused cable outlets in your home you will have barrel connectors in the wallplate, but it is probably a run of the mill connector instead of the higher frequency variety.

 

There have been cases recently that I have seen where the power bar generated so much RF noise that it bled into the RG6 cable, killing the power levels and signal to noise ratios.  I wonder of the possiblity of that type of generated noise affecting the bit count within the CGN3.  Open speculation on my part.  If you have a couple of extension cords around, I would disconnect the power bar completely from the wall socket and use the extension cords to power your equipment.  I would do this first, and then have another look at the power levels and signal to noise ratios before calling tech support to have a tech come out to your home.

 

I would then switch the barrel connector and look at the power levels and signal to noise ratios again.

 

You're wondering about the Mac's wifi option.  It sounds like you have a Apple router as well that you might be using.  Using the CGN3 wifi isn't a problem, although I personally find the 2.4 Ghz network to be unstable and unuseable as a result, but the 5 Ghz is rock solid and works well for the light use that it gets.  I wouldn't advise anyone to game on it given the latency issues within the CGN3, but wifi is usable.  Set up properly with long non-dictionary network names and passphrases and using WPA2 - AES for encryption, WPS disabled, the modem security shouldn't be an issue.  The same applies to any other modem / router or router only device.



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13 REPLIES 13

Re: Massive Download Usage with Hitron CGN3

Datalink
Resident Expert
Resident Expert

Can you log into the modem, navigate to STATUS......DOCSIS WAN and copy the downstream and upstream tables and paste them into this thread.  Copy the tables only and none of the info that resides above the downstream table.

 

You should call into tech support and raise this issue.  You are not the first person that this has happened to and probably won't be the last.

 

If you have a Rogers store nearby, I would also go in and exchange the modem.

 

Are you running a guest account by any chance?



Re: Massive Download Usage with Hitron CGN3

hauntedjohn
I've Been Here Awhile

Thanks so much for your reply.  I do not run a guest account.  Here is the upstream and downstream info.

 

 

I have called tech support 4x.  Similar to the other posts - everyone wants to debate netflix usage...and won't share the other possible issues - although I'm sure they have heard of them.  Policy I suppose.

 

H

Downstream Overview 
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Signal noise ratio (dB) Channel ID 

1 651000000 256QAM  -5.100 33.834 130 

2 591000000 256QAM  -5.500 38.605 121 

3 597000000 256QAM  -5.600 38.605 122 

5 609000000 256QAM  -4.700 32.585 124 

6 615000000 256QAM  -4.600 38.605 125 

7 621000000 256QAM  -4.800 38.605 126 

8 633000000 256QAM  -6.000 36.610 127 

9 639000000 256QAM  -5.600 36.610 128 

10 645000000 256QAM  -5.600 38.605 129 

11 657000000 256QAM  -4.300 37.636 131 

12 663000000 256QAM  -4.400 38.983 132 

13 669000000 256QAM  -4.700 36.610 133 

14 675000000 256QAM  -5.700 38.605 134 

15 681000000 256QAM  -5.400 38.983 135 

16 687000000 256QAM  -6.700 37.636 136 

17 693000000 256QAM  -6.000 37.636 137 

18 699000000 256QAM  -5.500 38.983 138 

19 705000000 256QAM  -5.100 38.605 139 

20 711000000 256QAM  -4.600 38.605 140 
Upstream Overview 
Port ID Frequency (MHz) BandWidth Modulation Type Signal Strength (dBmV) Channel ID 

1 30596000 6400000 ATDMA 44.750 2 

2 23700000 6400000 ATDMA 44.750 3 

3 38596000 3200000 ATDMA 46.250 1 
© 2013 Hitron Technologies Inc.. All rights reserved.

 

 

 

Re: Massive Download Usage with Hitron CGN3

Your downstream power levels aren't as bad as I thought they might be, but they are low as are your signal to noise ratios on a couple of channels.  The power levels are still within spec.  The upstream levels are elevated but still within spec.  I would have a discussion with tech support to get a tech out to your home to check the cabling and connectors.  The target levels are 0 dBmV and 36 to 40 dB for signal to noise on the downstream and 36 to 40 dBmV for power on the upstream side.  The ranges are + / - 15 dBmV on the downstream and 36/37 to 51 dBmV on the upstream.  Typically, when you get to the numbers that you see on your downstream side, its time to have a tech check out the cabling.

 

Do you have any other Rogers services and if so, do you notice any problems with them?

 

Do you run your RG6 cable which connects to the modem, or the outbound ethernet cables through an type of surge suppresser and do you happen to use a power bar of any type to power your computer, modem, etc, etc?

 

For the overage, you should probably have a discussion with a supervisor from billing.  This has happened to people before and bills have been adjusted. 

 

My approach would be:

1.  Billing

2.  Tech support to call out a tech

3.  Exchange the modem

 

One last item I would check, it you are using the wifi on the modem, download and install inSSIDer to check the output of the modem.  This can be found here:

 

http://www.techspot.com/downloads/5936-inssider.html

 

If you can, bring up the network display using inSSIDer, do a screen capture and post it somewhere so that I can have a look at it.  If you look at my images, you can see a couple of examples of what the inSSIDer display looks like.

 

If you search through the forum you will see other cases such as yours.

 

 



Re: Massive Download Usage with Hitron CGN3

4-5 hours of netflix, using super HD... could use up to say 15ish GB of  usage..  but shouldnt be anything that high.

 

 

I am more and more thinking these INSANELY high usage amounts.. are more likely MAC cloning of modems, etc.

In some cases, the usage is HIGHER than what should even be possible on the person account per day.

 

But with a cloned modem.. its likely runing custom firmware, etc.. were its able to either set things higher than what the package restrictions should be speed wise..

Or they are able to run things in parallel (like 2 modems with the same mac as the other users.. double downloading, etc.)

 

agree a swap would be one of the first things i would do.

 

But GENERALLY no there isnt a metering issue with the CGN3 or anything.

I download fairly regularily.. (game updates, anime, etc) and monitor my amount used.. amout of neflix watched (which is in super HD) and its pretty darn close to my esimate.



Re: Massive Download Usage with Hitron CGN3

hauntedjohn
I've Been Here Awhile

Thanks so much for the tips.

 

I do have my modem powered with a power bar that also serves the IMac and printer.  The RG6 cable cable does not have surge protector.  It comes in through the wall and then hits a splitter (although nothing else is using the signal now that I have dropped Rogers Cable) so I can probably take the splitter off and replace with a connector - would that help anything?

Does any of this impact the usage charges or just my performance? 

 

Do you know if Rogers send in a tech to check cabling for free or is that something that comes with a charge?

 

Once I exchange the modem do you recommend I use the modem Wifi or go back to using the Mac's wifi option.  I read somewhere that the modem WiFi is less secure but I have no idea and given it is newer technology I thought it might have better reach.

 

I'll try that inSSIDer once I'm using my Mac again.  For now I'm still doing the 1 device test for Rogers so we can confirm it really isn't my fault 🙂

 

H

 

 

 

 

 

Re: Massive Download Usage with Hitron CGN3

Removing the splitter will bring your downstream power levels up at least 3 Db, maybe more depending on what port the internet side is plugged into and lower your upstream levels slightly as well.  It will also remove any potential reflected RF issues due to an unconnected port on the splitter.  So, yes, remove the splitter and replace it with a barrel connector such as this:

 

http://www.lowes.ca/coax-cable/ideal-3-ghz-f-splice-adapter-4-pack_g1200823.html

 

That is a high frequency connector which will support cable and satellite tv.

 

If you have unused cable outlets in your home you will have barrel connectors in the wallplate, but it is probably a run of the mill connector instead of the higher frequency variety.

 

There have been cases recently that I have seen where the power bar generated so much RF noise that it bled into the RG6 cable, killing the power levels and signal to noise ratios.  I wonder of the possiblity of that type of generated noise affecting the bit count within the CGN3.  Open speculation on my part.  If you have a couple of extension cords around, I would disconnect the power bar completely from the wall socket and use the extension cords to power your equipment.  I would do this first, and then have another look at the power levels and signal to noise ratios before calling tech support to have a tech come out to your home.

 

I would then switch the barrel connector and look at the power levels and signal to noise ratios again.

 

You're wondering about the Mac's wifi option.  It sounds like you have a Apple router as well that you might be using.  Using the CGN3 wifi isn't a problem, although I personally find the 2.4 Ghz network to be unstable and unuseable as a result, but the 5 Ghz is rock solid and works well for the light use that it gets.  I wouldn't advise anyone to game on it given the latency issues within the CGN3, but wifi is usable.  Set up properly with long non-dictionary network names and passphrases and using WPA2 - AES for encryption, WPS disabled, the modem security shouldn't be an issue.  The same applies to any other modem / router or router only device.



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Re: Massive Download Usage with Hitron CGN3

kd_special
I Plan to Stick Around

Sounds all too familiar.... Check out my post from weeks ago.,.

 

http://communityforums.rogers.com/t5/forums/forumtopicpage/board-id/Getting_connected/highlight/fals...

 

Your not going to like the ending....Or the middle for that matter. 

Re: Massive Download Usage with Hitron CGN3

frustradeduser
I've Been Here Awhile
I am having similar issues.
The hittron cgn3 has a status page showing approx. 30 gb of wan activity in the last 19 days. However my rogers usage shows about 527gb of usage. Can anyone confirm that the wan sent/received in gb is the data i have used?

I found a cgm3 manual and of course those values are not defined. I have sent an email to hitrom tech support hopefully they answer.

Re: Massive Download Usage with Hitron CGN3

frustradeduser
I've Been Here Awhile
Note my 493gb occurred in the last 4 days. If the modems up time is 19 days why isn't the 493 showing up? Unless wan received in gb means something completely different.

Re: Massive Download Usage with Hitron CGN3

I had read somewhere in a previous post that the usage counter on the CGN3 resets, but your 30 Gb in the last 19 days discounts that theory. Maybe the reset point is at a much higher level? Make sure that you do a screen capture of the CGN3 usage and the Rogers Online usage so that you have proof of what each one indicates. With that in hand I would have a discussion with a supervisor from billing. Assuming that the modem and Cable Modem Termination System (CMTS) follow DOCSIS standards for the billing data, the modem transmits its download / upload data for use in customer billing. So, here is a case where the modem says one thing and the billing system says another, indicating that the modem data, if its transmitted to the CMTS is not making is through to the CMTS intact. There is a known problem with high modem upstream levels on Rogers systems causing secure uploads to fail due to the manner in which only part of the data is corrected by the CMTS at the time when it arrives at the CMTS. Is this the cause of the problem here?  I won't know until I have a look at your cable signal levels, but even then, I'm speculating.  I would normally say to run a factory reset but in this case don’t do that yet.  Have a discussion with a supervisor from billing and make it a point to out the discrepancy between the modem and the online usage data.  This has happened to people before and bills have been adjusted.  It will be interesting to see what they say.

 

If you have a Rogers store nearby, I would also go in and exchange the modem, given the possibility of a cloned MAC address.

 

To check out the modem that you currently have, can you do the following?

 

Log into the modem, navigate to STATUS......DOCSIS WAN and copy the downstream and upstream tables and paste them into this thread.  Copy the tables only and none of the info that resides above the downstream table.

 

Do you run your RG6 cable which connects to the modem, or the outbound ethernet cables through an type of surge suppresser and do you happen to use a power bar of any type to power your computer, modem, etc, etc?

 

One last item I would check, it you are using the wifi on the modem, download and install inSSIDer to check the output of the modem.  This can be found here:

 

http://www.techspot.com/downloads/5936-inssider.html

 

If you can, bring up the network display using inSSIDer, do a screen capture and post it somewhere so that I can have a look at it.  If you look at my images, you can see a couple of examples of what the inSSIDer display looks like.

 

Are you running a guest account by any chance?



Re: Massive Download Usage with Hitron CGN3

I have thesame issue 20 GB upload daily - my usage forthismonth480GB. Here is the table,any thoughts?

 

Downstream Overview Port ID Frequency (MHz) Modulation Signal strength (dBmV) Signal noise ratio (dB) Channel ID 1 651000000 256QAM -1.100 37.636 130 2 591000000 256QAM -0.900 38.983 121 3 597000000 256QAM -0.800 38.605 122 4 603000000 256QAM -0.900 38.605 123 5 609000000 256QAM -1.000 38.605 124 6 615000000 256QAM -1.100 37.636 125 7 621000000 256QAM -1.000 38.605 126 8 633000000 256QAM -1.100 37.636 127 9 639000000 256QAM -1.200 37.636 128 10 645000000 256QAM -1.100 37.636 129 11 657000000 256QAM -1.100 37.636 131 12 663000000 256QAM -0.900 37.636 132 13 669000000 256QAM -0.500 38.605 133 14 675000000 256QAM -0.600 37.636 134 15 681000000 256QAM -1.400 37.356 135 16 687000000 256QAM -1.300 37.356 136 17 693000000 256QAM -1.400 37.636 137 18 699000000 256QAM -1.500 37.356 138 19 705000000 256QAM -1.200 37.636 139 20 711000000 256QAM -1.000 37.636 140
Upstream Overview Port ID Frequency (MHz) BandWidth Modulation Type Signal Strength (dBmV) Channel ID 1 30596000 6400000 ATDMA 42.250 2 2 23700000 6400000 ATDMA 43.750 3 3 38596000 3200000 ATDMA 43.750 1

Re: Massive Download Usage with Hitron CGN3

Sigh, yet another CGN3 overage  😞 

 

Your signal levels and signal to noise ratios are good for both downstream and upstream.  So, I don't expect any problems from that aspect.

 

Do you use Facebook or twitter?  If so, please contact the social media staff by either of those two methods and advise them that you have unexplained overages occurring.  If not, please let me know that you don't use either one.  If that is the case, I would contact tech support to have them start looking into what is going on. And then, contact billing to see if you can have the overage amounts removed.

 

Having said that, you need to be on firm ground in terms of your own internet security, scans run with more than one product and you need to be sure that there isn't a cloud sync service running amuck, constantly trying to synchronize files or upload files from your pc.  Wifi security is equally important.  You need to assess whether or not your wifi security modes (should be WPA2-AES) , network names and passphrases are enough to keep your network secure.  WEP, TPIK and Wifi Protected Setup (WPS) are no longer secure and should not be enabled or used.  Those all sound like motherhood statements, but, those are issues that each person in this situation needs to critically examine with the question in mind "Am I safe enough, given what I am using".

 

The one thing I would do is exchange the modem on the theory of MAC address cloning, which in theory, should not be happening, however, one cannot ignore the possibility.

 

Can you log into your modem and look at the status page where you should see both the download and upload amounts shown.  Take a screen shot of that and store it somewhere.  Also note the modem uptime.  With that uptime in mind, have a look at your online stats and see if you can determine, from the modem uptime, where the same start time or date as shown on the online stats coincides.  Keep in mind that todays modem data will not be posted online yet.  What I would be interested in knowing is if you show a significantly larger amount of downloads and/or uploads on the online stats versus what you show on the modem.  The data measurements are supposed to be at the modem, so if there is a large discrepancy between the two, that would indicate that the usage data is being corrupted between the modem and the Cable Modem Termination System or that possibly your MAC address has been cloned by someone who has used it for their own download purposes.  I would be interested in knowing if there are significant differences between the modem download / upload amounts and the online amounts.  That is also something that should be pointed out to the Customer Service Reps in Tech support and/or Billing.  An example of this might be something like running say 3 gigs of data per day for 20 days, with the modem showing 60 gigs downloaded, yet, the online stats say 200 gigs, or some equally outrageous number.  The modem and online should be in very close agreement.

 

So, that is a place to start.  Please let us know how this turns out.

 



Re: Massive Download Usage with Hitron CGN3

Upload is a very odd one normally.

RARELY with the reported overage usages.. is the upload very high.
(ocassional.. but 95% i would say is all BIG spikes in download with next to no change in upload).


USUALLY big spikes in upload.. are from Torrents left running.... and cloud syncing.

I have a friend out by calgary.. who daily was getting somehow huge uploads continually.
Ended up being.. that his new networked hard drive.. was set up with a cloud connection service to say dropbox or something..
his dropbox was only 5g storage... but his drive was trying to UPLOAD his whole drive to there... went to the 5g... errored... then tried to do it again.   Over and Over.