New CGN3ACSMR Modem, not compatible with League of Legends?

[haguuhar]

I just changed from a hybrid fibre 30 (with CGN2 modem) to the Rogers Ignite 60 (with the CGN3ACSMR modem). I'm not sure why, but I now get firewall errors when I try to load up the game. The internet works fine, other than the specific case in the game. Does anyone know what is happening, or how to fix it? I have tried port forwarding, turning the modem into bridge mode, even disabling the router's firewall. None of these options have fixed the problem.

*Edited Labels***

[huynhdat]

I private messaged  @CommunityHelps, with my account and modem's mac details, and got the firmware update within 8 hours. So far everything is working flawlessly!

Thanks for the fix!

[Aikyi]

I was having trouble playing FFXIV (and any other online game) after upgrading my router so I pm'd @CommunityHelps like this thread suggested. I got the firmware patch a day later and now the game runs flawlessly again.

Thanks!

[PizzaBear]

Thanks RogersCommunity support, I received the firmware a few hours after they created a service request for me. I can confirm that this has fixed my packetloss/latency issues for online gaming ( Diablo 3 ).

[kitten4819]

The firmware fix worked for LoL, Hearthstone, and D3 lag issues I was having. It basically solved everything I complained about. Awesome!

[churrusquillo]

what is precisely the cable account? i have wifi, not cable please reply fast! thanks

[Datalink]

At the top of the internet portion of your monthly statement is an Internet Account Reference Number.  That is the number that is required for @CommunityHelps, along with the modem MAC address. 

If you have a CGN3ACSMR modem, please read the first post in this thread:

http://communityforums.rogers.com/t5/forums/forumtopicpage/board-id/Getting_connected/message-id/253...

If this applies to your modem, to request the firmware update, follow this link @CommunityHelps to get to the CommunityHelps page when you are signed into the forum.  On the right hand side of the page is a link titled "Send this user a private message".  Use that link to get to the next message composition page, fill in the title, your modem MAC address and Cable Account Reference Number in the text area and hit send.  If the staff are not too busy, you might see the firmware pushed out either late this evening or overnight during the scheduled maintenance periods.  If not, it should be pushed out no later than tomorrow night.

If you are a new customer, you will not have immediate access to the Cable Account Reference Number.  The simple solution is to call Customer Service for that number.  You can then send that with the modem MAC address to CommunityHelps.

[H_M]

Had my modem updated to the CGN3ACSMR a few weeks ago. Web browsing and steaming video worked 100% but I couldn't play BF4. I would always get a "disconnected from server" errors every 5-20 minutes. Sometimes I could play for 20 minutes and only be disconnected once. Other times I would get disconnected 2-3 times within the span of 10 minutes. I tried everything and nothing worked. Then I found this thread.

I got in contact with Rogers and had them update the firmware to 4.4.8.16. Since the update I have not been diconnected once and was able to play three hours of BF4 without being disconnected.

[PizzaBear]

awesome! I really don't see why this firmware isn't just pushed to all customers... it really looks like the stock firmware is horribly bugged.

[Gdkitty]

I beleive it will be eventually.

This is more just a 'test' of it before the full releaase.

[churrusquillo]

how can i know if have a CGN3ACSMR modem? my Mac adress is not this

[Gdkitty]

That is the model number.

The model should be on the back of the unit on a sticker, (as well as the mac address)

[AndrewF321]

I don't see why we have to PM a support account just to get an update so I can play a game over the internet that I am paying for. I was going to send one anyway but the number that was supposed to be on my statement did not start with a 2 like the guide said it was supposed to so I thought I would just wait until my router updated automatically. I have waiting almost a month now and it still hasn't updated. Also what about the people who haven't seen this discussion? How are they going to get their update if they don't know that you have to send a message to get it? I'm just a little annoyed because I'm not able to play the most played game in the world in my own house.

[VivienM]

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@AndrewF321 wrote:

I don't see why we have to PM a support account just to get an update so I can play a game over the internet that I am paying for. I was going to send one anyway but the number that was supposed to be on my statement did not start with a 2 like the guide said it was supposed to so I thought I would just wait until my router updated automatically. I have waiting almost a month now and it still hasn't updated. Also what about the people who haven't seen this discussion? How are they going to get their update if they don't know that you have to send a message to get it? I'm just a little annoyed because I'm not able to play the most played game in the world in my own house.

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I don't believe that update is automatically pushed to anyone at this time, hence why you need to get the 'beta' update from the Rogers forum staff. That will change once the firmware update is officially approved for mass deployment.

Ultimately, there is a deeper philosophical issue here: there needs to be some validation/testing process before new firmware is released to the public. Many companies take the view that it is better to continue to have the 'known' version out there rather than rush deployment of an untested version that might fix some problems... but also introduce other problems that aren't known yet. In this case, is their deployment timeline too conservative? Maybe.

[Datalink]

If you have any trouble finding the Cable Account Reference Number or determine that the reference number on your statement doesn't start with a "2", please call customer service and ask the CSR for the number.  There are two numbers on the monthly statement, the actual account number itself that covers all services including Internet, Home Phone, TV and Home Monitoring.  And, the Cable Account Reference Number which you should be able to locate by referring to the internet portion of the statement. 

[allstar1759]

Is there any other way to contact CommunityHelps besides their PM? Every time I try to log in to rogers to PM them I get instantly re-directed and it says I'm not signed in. Is there a twitter or something? Please help. 

[RogersMoin]

Hello allstar1759,

If you are able to post this message then you are already logged into Community, please click here and click on ``Send this user a private message`` from the top right side of the page, hope this helps.

Cheers,

RogersMoin

[CommunityHelps]

Hello Community

Although many of the users in this thread have received the firmware update already, we are happy to announce that the new firmware is now in deployment across the network and is scheduled to be completed by the end of the week.

We appreciate your patience and the community spirit shown here while we have been working towards this solution.

The @CommunityHelps team will be taking requests until 11:59pm(est) of July 8^th

Once again we would like to thank everyone for their cooperation and patience.

Update: We are happy to announce that the new firmware has now been deployed across the network. New customers who received a modem with the old firmware will be updated automatically within 48 hours. This only applies to the CGN3ACSMR.

 @CommunityHelps

[Datalink]

Woohoo, good to hear.  So, that's for the CGN3ACSMR.  What about the update for the CGN3 and CGN3ACR to take care of the same latency issue?

[Blimp]

I still haven't gotten a response yet, but it's probably because I did it about 10 minutes ago. Excited for the firmware update though 🙂

[tridion]

I got my service on Saturday morning and experienced the same issues as others here. Followed the instructions, got a reply within 10-20 minutes and 5 hours later had the firmware update applied. All good now! 🙂 Loving the speed (250/20 - speedtests 327/21) !

[EHngel]

Following the instructions given, worked liked a charm. Thanks!