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New CGN3ACSMR Modem, not compatible with League of Legends?

haguuhar
I Plan to Stick Around

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***

768 REPLIES 768

Re: New CGN3ACSMR Modem, not compatible with League of Legends?

If you have a CGN3ACSMR as seen on the product sticker at the back of the modem, it will take 48 to 72 hours for the firmware to install.  Beyond 72 hours, you can pm @CommunityHelps to expedite the installation.  They will not do anything until that point in time.  Until version 4.5.8.16 loads, online gaming, using VOIP devices or VPNs will be an exercise in frustration.  



Re: New CGN3ACSMR Modem, not compatible with League of Legends?

Supernovav
I Plan to Stick Around

What info do I need to send him? The Max address?

Re: New CGN3ACSMR Modem, not compatible with League of Legends?

To request the firmware 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, your modem MAC address and Cable Account Reference Number and indicate if you are beyond the 72 hour point with no update to that point in time. 

The Cable account reference number is located within the Internet section of your bill. 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.  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 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.

Firmware version 4.5.8.16 has been deployed to all CGN3ACSMRs across the network as of Friday 10 Jul 2015.



Re: New CGN3ACSMR Modem, not compatible with League of Legends?

Supernovav
I Plan to Stick Around

Alright thanks! Jeez Friday 10 Jul 2015 ? I just switched my modem and it doesn't have the newest firmware..wow

Re: New CGN3ACSMR Modem, not compatible with League of Legends?

Actually thats not a surprise.  Its going to take a while to cycle through all of the stock sitting in the warehouse that have the previous firmware loaded.  Hopefully by now any new stock is arriving with the latest firmware already installed, but those probably won't be released for some time.  Just guessing.....



Re: New CGN3ACSMR Modem, not compatible with League of Legends?

Glendajane
I Plan to Stick Around

So I also picked up this new moden because my husband and son were constantly complaining about the old one. Told by Rogers that it was a great moden and easy to hook up. It was even for me. Not a word about firmware updates even though I specifically said I was switching modems for gaming and even mentioned League of Legends. So now I have an open ticket, no update and they can't play it at all. Not happy....just got off the phone with Rogers to check on a time frame again and was told he had "no Idea" when it would be updated. I think I should have been given a heads up on the issues given what information I gave the Rogers call centre and the guy at the store where I picked it up. Being blindsided is not cool.

Re: New CGN3ACSMR Modem, not compatible with League of Legends?

Requesting @Datalink @Gdkitty

Hi @Glendajane - I believe Gdkity and Datalink both have answer to this.
I am not following full details about it as I am not a League of Legends fan but I remember reading up on the Community Forums for a request for manual firmware update push.
Datalink / Gdkitty - Is that option still available from @CommunityHelps or is that being revised?

Welcome to the Community Glendajane
we hope your issue gets resolved asap - I know a lot of people just like your husband and son are League of Legends (LoL) fans... so it is very important to a gaming household.

Re: New CGN3ACSMR Modem, not compatible with League of Legends?

Can you have a look at the product sticker located on the back of the modem and indicate what modem you have, the CGN3, CGN3AC, or CGN3ACSMR.  If it is the CGN3ACSMR, there is a firmware update, version 4.5.8.16 that will be loaded within 48 to 72 hours of the modem going active on the network.  That update takes care of issues with online gaming, VOIP devices, VPNs and latency to and thru the modem.  Until that update occurs, don't bother with any of those and you will only end up frustating yourself.  The poor performance with firmware version 4.4.8.13 is present in both Gateway and Bridge modes.  If the modem goes beyond 72 hours without an update, @CommunityHelps can be contacted thru a private message to initiate the update.  The same firmware changes to take care of latency issues with the CGN3 and CGN3AC will be issued at some time down the road.  I haven't seen any date for those modem updates, so, most likely several weeks if not months away. 

 

The other component to good online performance is the cable signal levels and signal to noise ratios which need to be within an acceptable operating range.  With that in mind, can you log into the modem, navigate to the STATUS...... DOCSIS WAN page, copy the Downstream and Upstream tables and paste them into this thread so I can have a quick look at them. 



Re: New CGN3ACSMR Modem, not compatible with League of Legends?

Glendajane
I Plan to Stick Around
stream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 663000000 256QAM -3.200 12 36.387
2 591000000 256QAM -2.300 1 38.605
3 597000000 256QAM -2.000 2 38.605
4 603000000 256QAM -2.900 3 37.636
5 609000000 256QAM -2.600 4 36.387
6 615000000 256QAM -2.100 5 36.387
7 621000000 256QAM -2.700 6 36.610
8 633000000 256QAM -3.000 7 37.636
9 639000000 256QAM -2.600 8 38.983
10 645000000 256QAM -3.400 9 37.636
11 651000000 256QAM -2.900 10 37.356
12 657000000 256QAM -2.600 11 36.387
13 669000000 256QAM -3.000 133 37.356
14 675000000 256QAM -2.800 134 37.636
15 681000000 256QAM -2.700 135 38.605
16 687000000 256QAM -3.100 136 38.605
17 693000000 256QAM -3.000 137 37.356
18 699000000 256QAM -2.700 138 36.610
19 705000000 256QAM -2.900 139 35.595
20 711000000 256QAM -3.000 140 35.595
Upstream Overview
Port ID Frequency (MHz) Modulation Signal Strength (dBmV) Channel ID BandWidth
1 30596000 ATDMA - 64QAM 44.250 2 6400000
2 23700000 ATDMA - 64QAM 44.250 3 6400000
3 38596000 ATDMA - 64QAM 45.750 1 3200000

Re: New CGN3ACSMR Modem, not compatible with League of Legends?

Glendajane
I Plan to Stick Around

Thanks, lolol, I just can't understand how seriously they take not being able to play but they are driving me crazy.  Its about 5o hours now since I hooked the modem up so hopefully this will be resolved soon!

Re: New CGN3ACSMR Modem, not compatible with League of Legends?

Glendajane
I Plan to Stick Around

Sorry the modem is the CGN3ACSMR. I have 4.4.8.14 installed on it. I am annoyed because I feel I should have been told upfront that it needed updating. I had to call Rogers to get clued into that. I would have had no problem being told it would take 72 hours but having to search for that info on my own wasn't okay. IMO... thanks for the info by the way. Very much appreciated!

Re: New CGN3ACSMR Modem, not compatible with League of Legends?

Those signal levels aren't too bad.  Ideally the downstream would be in the 0 to + 3 dBmV range and the upstream would be in the 36 to 40 dBmV range.  Where they are now should not be a problem.  If you have more than one Rogers service, there will be a splitter or amplifier in the signal path which drops the internet modem signal level by 3.5 dB.  The system is built to allow that, and much more, n terms of services and signal drops. 

 

To be honest, the Rogers store staff are probably not aware of the issue with the CGN3ACSMR firmware.  The field techs and Customer Service Reps at Tech Support should have a basic idea by now, but, the CSRs were not in the loop when the firmware was being deployed initially.

 

If you wanted to read thru a number of posts regarding the issue, here are the threads for those:

 

http://communityforums.rogers.com/t5/forums/forumtopicpage/board-id/Getting_connected/page/1/thread-...

http://communityforums.rogers.com/t5/forums/forumtopicpage/board-id/Getting_connected/thread-id/2463...

 

The first post of the first thread shows the before and after ping to the modem results.  If you read thru that thread, you will see that the update was developed to resolve issues with League of Legends and with the latency to and thru the modem.  It has shown good results with other online games, VOIP devices and VPNS, all of which are latency intolerant. 



Re: New CGN3ACSMR Modem, not compatible with League of Legends?

Glendajane
I Plan to Stick Around

Thanks, I did read most of the thread on this issue before I posted. I really appreciate the help! All of our services are Rogers. So that explains a bit of a slow down? We have 3 PC's plugged into the modem because of the issues with the old one. Hopefully when the firmware is updated I can also unplug these guys and they can go wireless. They are happy with the speed so far but they were so unhappy with the old one anything was an improvement. I do want the fastest and the most reliable internet service from Rogers. Do I have it or do I need to change it?

Re: New CGN3ACSMR Modem, not compatible with League of Legends?

What level of service are you currently on, 60/10, 100/10, 250/20?  The wifi on the Hitron modem works but its not great.  But, I haven't tried runnnig 802.11ac with the CGN3ACSMR as I run the Asus RT-AC68U in full router mode.  If you do run anything in 802.11ac mode, the Hitron modem does not support beamforming, which is one of the principal reasons to run 802.11ac.  That will give you up to a 3 dB signal increase in received power, pushing the data rates up one or two levels in the 802.11ac data rate charts.  Run the pc's or laptops via wireless, in the locations that they are normally used, and carefully consider the wifi performance that you see.  Remember that the modem can go anywhere that there is a cable outlet, so you're not restricted to a single location. 

 

In all honesty, no all in one modem/router combo will beat a good standalone router with external antenna.  So, as I indicated, look at the wifi performance that you see, after the firmware upgrade, and consider whether or not its worth the investment to buy a router that will deliver the wifi performance that you expect to see from a modem or router.

 

The Hitron modems have basic settings that meet the needs of most clients, but, if you're a gamer, or have requirements that go beyond the basic level, then bridging the modem (any modem) and running a third party router behind it is something that you should really consider.  If good wifi performance is the criteria that is most important, after basic speed, then you should be looking for a good third party router.



Re: CGN3 Firmware Updates

JohhnyRockets
I'm a Trusted Contributor

@Datalink wrote:

In all honesty, no all in one modem/router combo will beat a good standalone router with external antenna.  So, as I indicated, look at the wifi performance that you see, after the firmware upgrade, and consider whether or not its worth the investment to buy a router that will deliver the wifi performance that you expect to see from a modem or router.

 


Thank you for posting this! This is exactly why Rogers should be offering a stand alone modem option. For the average customer, it is actually much easier to hook up a router to a stand alone modem than have to go through all of the bridging procedures to hook up the same router to a Rogers gateway! The fact that Rogers posts the bridging instructions on their Website tells me that Rogers is well aware of how bad the gateways are!

Re: New CGN3ACSMR Modem, not compatible with League of Legends?


@JohhnyRockets wrote:

@Datalink wrote:

In all honesty, no all in one modem/router combo will beat a good standalone router with external antenna.  So, as I indicated, look at the wifi performance that you see, after the firmware upgrade, and consider whether or not its worth the investment to buy a router that will deliver the wifi performance that you expect to see from a modem or router.

 


Thank you for posting this! This is exactly why Rogers should be offering a stand alone modem option. For the average customer, it is actually much easier to hook up a router to a stand alone modem than have to go through all of the bridging procedures to hook up the same router to a Rogers gateway! The fact that Rogers posts the bridging instructions on their Website tells me that Rogers is well aware of how bad the gateways are!


Yes, but the 'average customer' would need to figure out whether they need a 'modem' or a 'gateway' when they are in the Rogers store or placing the order on the phone...

 

As much as the bridging procedure may be confusing, at least Roers doesn't have to send another truck out because the work order said modem and the customer is confused that their iPad has no wifi...

 

This discussion has been had a thousand times, and I have always reluctantly come to agree with the Rogers all-gateways policy: when the competition offers standard gateways (and gateways without bridge mode at that!) and less tech-savvy users are relying on that, you cannot have a world where:

a) people are asked to pay more for the gateway than the modem (if that's the case, they'll feel like Rogers is nickel and diming them if they want wifi for their tablet)

b) people are asked to select whether they want a modem or a gateway (no one, including many Rogers reps, would correctly identify the differences, so lots of people would find themselves with the wrong device)

... and don't forget that if people end up with the wrong device and have to miss work for another tech to come by with the right device, not to mention be offline for a day or two, they will blame Rogers

 

The only practical solutions are:

1) Gateways for everyone, and have people who want modems turn their gateways into modems by using software, or

2) Have modems in the system, but so buried that no one who doesn't explicitly ask for one using the magical secret name/part number could accidentally end up with one.

 

Is #2 really preferable to #1?

 

One thing I might suggest if anyone at Rogers is reading this: include a little piece of paper in the gateway packaging saying 'This Rogers gateway provides basic networking functionality. If you would prefer to use your own router, it can be used as a modem by following steps A, B, and C.' I worry many people just plug a router into a gateway and inadvertently are double-NATting...

Re: New CGN3ACSMR Modem, not compatible with League of Legends?

Glendajane
I Plan to Stick Around

Okay I am fast approaching the 72 hours mark and still no update...I was really hoping to wake up turn on my computer and see this resolved but no...Rofgers you are really letting me down bug time. But I did get this???

 

Hello. This is a message from Rogers about your ticket number CT08341830.

You contacted us on 08/27/2015 about an issue with your Rogers Internet Service service.

We apologize for the delay and thank you for your continued patience as our technical teams work on a resolution.

We will keep you informed on the ticket status and will contact you as soon as an update is available.

Thank you for choosing Rogers.

Re: New CGN3ACSMR Modem, not compatible with League of Legends?

kush9
I've Been Here Awhile
This is not about league of legends only, i am having trouble with online gaming P2P connections in general .. I got this modem 4 days ago and it still hasnt been updated to the latest firmware .. ive messaged community helps so hopefully its updated soon or else i will have to switch back to advanced wifi modem

Re: New CGN3ACSMR Modem, not compatible with League of Legends?

Datalink
Resident Expert
Resident Expert

Wait for the update to 4.5.8.16 as that will likely solve most if not all of the problems that you are seeing.



Re: New CGN3ACSMR Modem, not compatible with League of Legends?

 

@Glendajane if you reach the 72 hour point with no update, it will be time to request this through @CommunityHelps.  Follow that link 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, 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.

Firmware version 4.5.8.16 has been deployed to all CGN3ACSMRs across the network as of Friday 10 Jul 2015.



Re: New CGN3ACSMR Modem, not compatible with League of Legends?

Glendajane
I Plan to Stick Around

Still nothing