If the modem has been online for 72 hours with no signs of the update to version 4.5.8.16, follow this link @CommunityHelps to navigate 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 navigate to the next message composition page, fill in the title, something such as "Request firmware update for CNG3ACSMR", and your modem MAC address and Cable Account Reference Number in the text area. The Cable account reference number is located within the Internet section of your bill. If you are a new customer, you will not have immediate access to the Cable Account Reference Number. This can be obtained by calling Customer support. You can then send that Reference Number, along with the modem MAC address to CommunityHelps. The account number that you normally see or use is comprised of various home services such as Internet, Home Phone, Home Monitoring, etc, but the requested reference number is located at the top of the Internet section of your monthly account statement.
The modem MAC address can be found on the sticker at the back of the modem, or in the HFC MACC Address located in the Status page of the modem when you are logged into the modem.
72 hours.
so HOPEFULLy since the end of today?
If not by the end of today, then give @CommunityHelps a message here.
I see the same results for the North American and West European servers. Once that test gets into the Riot servers you don't see a proper return. Thats a Riot problem from what I can see. They did move the North American server this summer, so perhaps they reconfigured the servers to stop responding to pings and traces.
Good evening @Dane,
Welcome to the Forums & Thank you for your post 
I understand the inconveniences this issue may cause you. Your modem must be the CGN3ACSMR.
If it only occurs when attempting to play League of Legends, you might not have the most recent modem firmware.
The new firmare update will happen automatically within 72 hours of the activation.
If it is not completed automatically, by the end of the 3 day timeframe, please contact @CommunityHelps, via Private Message, and provide the following information:
- Cable account reference number(12 digits beginning with “2”)
- MAC address of modem (12 digits found on the back of your Hitron modem)
Hope this helps!
RogersMaude
Nope, can't run the update yourself. It has to be pushed out by the Cable Modem Termination System (CMTS). If you log into the modem and check the Status page it will probably show firmware version 4.4.8.14, which is problematic for online gaming, VOIP devices, VPNs and any other application that is latency intolerant. Within 48 to 72 hours of the modem going online you should see version 4.5.8.16 pushed out to the modem, which will solve a good majority of problems.
Hello, @Dane
Thank you for your patience, we have confirmation that the firmware update was pushed. Would you please check the software version again and update us, thank you.
Regards,
RogersMoin
If you log into the modem and check the STATUS page, you should see version 4.5.8.16 shown as the software version which is the latest version for the CGN3ACSMR. The previous, problematic version is 4.4.8.14. If you ping the modem with 4.5.8.16 loaded, you should see a return time of 1 ms, with occasional rare times in the low 20 ms range. You can ping 192.168.0.1 or 192.168.100.1 if the modem is in bridge mode with a router behind it. In Gateway mode, both of those addresses can be used.
ping 192.168.100.1 -n 10
Pinging 192.168.100.1 with 32 bytes of data;
Reply from 192.168.100.1: bytes=32 time=2ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Ping statistics for 192.168.100.1:
Packets: Sent = 10, Received = 10, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 1ms, Maximum = 2ms, Average = 1ms
If you have 4.4.8.14 loaded, you will see random ping times with an average of 5 to 6 ms. It takes 48 to 72 hours normally for the Cable Modem Termination System to push 4.5.8.16 out to the modem.
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