Hi RogersMorin,
I private message to the CommunityHelps as you mentioned. It contains my account number for my internet account and the MAC address. Hopefully that helps you guys out as I hope the firmware update can fix my related issues hopefully
I private message to the CommunityHelps as you mentioned. It contains my account number for my internet account and the MAC address. Hopefully that helps you guys out as I hope the firmware update can fix my related issues hopefully
So since I’ve received the most recent update 4.5.8.16 for my Rocket modem, I still experience random drop of internet connection especially when I access certain specific websites on wifi such as:
- http://communityforums.rogers.com (from time to time it loads then internet connection drops after a few mins)
- staples.ca (which is odd as all I want to do is shop and look for products but my connection keeps droping whenever I visit this website)
- When I access my work email from home on the Office 365 website, my internet connection tends to drop quite frequently
Since this firmware was updated, and since I still experience drop wifi related issues, I'd figure I goto a Rogers Plus store to get my Rocket modem swapped out for another one, same issue even up until this point. Currently running on a D-Link Wireless N nano adapter on the the 2.4GHz band.
My only solution for this so far is to constantly keep power cycling my modem which is getting very annoying.
I think I may know what the root cause could be, but would like to know the input of the experts of course. At the modem I live in a household that has been around for approx. 25+ years, lack of cable outlets within the household and bedrooms, our only solution is to run it on the main floor using a split cable setup by the Rogers technician where the one cable outlet is splitting the connection to the cable box and Rocket modem.
I don't want to look into cable fishing and getting a new outlet installed as I do realize Rogers doesn't support this, and to get this done through a cable technican specialist can cost approx. $250-$300 minimum just for one outlet which obviously I'm not going to pay for that which is way too expensive.
The only other option I can think of is, is there any possibility you guys can boost the cable single within our household to see if this would help as I’ve only had Rogers internet for a week and sadly have had nothing but wifi related issues.
Hello, @lee_3_00
There are many variables when it comes to the WiFi dropping the Internet connection, have you tested the wired connection? do you have the same issue with the wired connection?
As asked in the previous post, is it possible to login to the modem, navigate to Status/DOCSIS WAN and post Downstream and Upstream tables? Based on the signal levels we can proceed with the troubleshooting.
Thanks,
RogersMoin
Please have a look at the following as well:
Log into the modem and navigate to the STATUS ..... DOCSIS EVENT log and look for the following sequence:
a. CMTS-MAC=00:17:10 which indicates that you are connected to a Casa Systems Cable Modem Termination System (CMTS), or;
b. CMTS-MAC=00:12:43 which indicates that you are connected to a Cisco Systems CMTS.
Rogers is currently replacing some of the Cisco CMTS equipment with the Casa Systems CMTS in order to run gigibit service. This has resulted in some type of issue between the Casa CMTS and the CGN3ACSMR where the modem lan ports go dead, requiring a modem restart. Rogers is working on a firmware fix for this at the present time but I don't have any estimate as to when that will be ready to go.
As for the wifi issue, that might take a good third party router to resolve. The Hitron modems are not stellar wifi performers and the end solution in many cases is to install a router with gigabit WAN and LAN ports and external wifi antenna. There is also the issue of the wifi environment and the performance of your wifi devices. Each part of this, wifi router, wifi environment and wifi clients have to be examined to determine their effects on your wifi network.
To have a look at the wifi environment and who you might be competing with you can load inSSIDer onto a laptop. This is a wifi monitoring program that monitors both 2.4 and 5 Ghz bands if its loaded onto a dual band laptop. It contains a text and graphics display that is fairly easy to understand and will show at a glance who else you happen to be competing with for clear channels. The display shows -30 dBmW at the top of the scale and descends from there. Ideally you would want to see 40 to 45 dBmW between your network and the next network on the same or overlapping channel. As that separation decreases, you will see more and more problems for your own network, and if thats the case you would want to switch channels to one that has less interference. In some cases that isn't possible as there are just too many modems and routers running in a small geographic area. If that is the case, then it may be time to consider switching to a 5 Ghz channel, which may or may not be possible depending on your wifi devices.
The inSSIDer version linked below is the last freebie version. It doesn't display the 802.11ac networks running in the 5 Ghz band, so it doesn't present a complete 5 Ghz picture. There is a newer licenced version out now that does show the 802.11ac networks. If you use 802.11ac, or intend to run anything in the 5 Ghz band, its worth the $20 US to be able to see the varios networks in that band.
Downstream Overview Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB) 1 633000000 256QAM -8.700 55 38.983 2 591000000 256QAM -7.900 49 38.983 3 597000000 256QAM -7.800 50 38.983 4 603000000 256QAM -7.900 51 38.983 5 609000000 256QAM -8.100 52 38.605 6 615000000 256QAM -8.600 53 38.983 7 621000000 256QAM -8.700 54 38.605 8 639000000 256QAM -9.000 56 38.983 9 645000000 256QAM -9.100 57 38.983 10 651000000 256QAM -9.300 58 38.605 11 657000000 256QAM -9.500 59 37.636 12 663000000 256QAM -9.900 60 37.636 13 669000000 256QAM -10.200 61 37.356 14 675000000 256QAM -10.200 62 37.636 15 681000000 256QAM -10.300 63 37.636 16 687000000 256QAM -10.100 64 37.636 17 693000000 256QAM -9.700 65 37.636 18 699000000 256QAM -9.900 66 38.605 19 705000000 256QAM -9.700 67 37.636 20 711000000 256QAM -9.300 68 37.636 Upstream Overview Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID BandWidth 1 30596000 ATDMA - 16QAM 51.250 2 6400000 2 23700000 ATDMA - 16QAM 49.750 3 6400000 3 38596000 ATDMA - 16QAM 51.750 1 3200000
So I watched this one video on youtube last night in regards to other cable customers that ran into the same issue until they got this Motorola Broadband wifi amplifier which helped resolved there same issue that I'm having:
https://www.youtube.com/watch?v=kxarSx0rQ9M
I just feel that having to spend money on this amplifer shouldn't be needed if the Rogers cable modem wasn't tooo over amplifed as at the moment on average my Rocket modem's signal is approx. 55-60Dbs which I know should be lower then that.
As well, I've mentioned already when connected by wired (ethernet) there's no issues, however running through wifi, that's when the modem tends to drop. If anything, I noticed when it drops that the mode automatically reboots itself because of the high DB frequency. When I watched this one video on Youtube last night:
https://www.youtube.com/watch?v=kxarSx0rQ9M
It appears this is the only way to resolve this type of issue as it's a common issues for cable/internet broadband subscribers that when they run both the cable set top box and modem from the same outlet using a non amplifed splitter that it would cause this to happen
Call tech support and ask the CSR to run a signal check on your modem. All of your signal levels are terrible and there shouldn't be any question about needing a field tech to check all of your cables and connectors. That discussion should lead to a tech arriving at your home fairly soon. I'm surprised that the modem is still running on three upstream channels as two of them are above 51 dBmV which is the upper DOCSIS limit. It wouldnt' surprise me to see your modem running on a single upstream channel as a result. If so, you would definitely see slow data rates. Don't go out and buy an amplifier. I think the vast majority of amps are DOSCIS 2.0 rated and this is a DOCSIS 3.0 system, at some point probably proceeding to DOCSIS 3.1. So, anyone with a DOCSIS 2.0 amp in place will most likely run into problems at some point and if a tech is called in to investigate, the first thing he or she will do is remove the amp and bill you for the service call as it was customer installed equipment that was the source of the problem.
So, call tech support, run the check and arrange for a tech to inspect the cabling and connectors to determine what the problem is and rectify it. The service call will not cost anything unless you have modified the original installed cabling and connectors and those modifications are the source of the problems.
Here are your current signal levels, which aren't good. The Downstream should be at 0 dBmV for the Signal Level instead of sitting in the -9/-10 dBmV range. The Signal to Noise ratios are good. The upstream should be in the 36 to 40 dBmV range, not at the upper modem limits:
Downstream Overview
Port Freq Mod Signal Channel Signal
ID (MHz) strength ID noise
(dBmV) ratio (dB)
1 633000000 256QAM -8.700 55 38.983
2 591000000 256QAM -7.900 49 38.983
3 597000000 256QAM -7.800 50 38.983
4 603000000 256QAM -7.900 51 38.983
5 609000000 256QAM -8.100 52 38.605
6 615000000 256QAM -8.600 53 38.983
7 621000000 256QAM -8.700 54 38.605
8 639000000 256QAM -9.000 56 38.983
9 645000000 256QAM -9.100 57 38.983
10 651000000 256QAM -9.300 58 38.605
11 657000000 256QAM -9.500 59 37.636
12 663000000 256QAM -9.900 60 37.636
13 669000000 256QAM -10.200 61 37.356
14 675000000 256QAM -10.200 62 37.636
15 681000000 256QAM -10.300 63 37.636
16 687000000 256QAM -10.100 64 37.636
17 693000000 256QAM -9.700 65 37.636
18 699000000 256QAM -9.900 66 38.605
19 705000000 256QAM -9.700 67 37.636
20 711000000 256QAM -9.300 68 37.636
Upstream Overview
Port Freq Modulation Signal Channel
ID (MHz) strength ID BandWidth
(dBmV)
1 30596000 ATDMA - 16QAM 51.250 2 6400000
2 23700000 ATDMA - 16QAM 49.750 3 6400000
3 38596000 ATDMA - 16QAM 51.750 1 3200000
I'll call into Rogers internet tech support tomorrow to ask for them to perform a downsteam and upstream. I just hope when a field technican comes out it resolves the issue as I'm ultimately just going to purchase the Motorola BDA-k4 which has resolved similar issues where other cable/internet broadband subscribers have experience the same issue with a proper solution.
Normally there is no need for an amplifier on Rogers Cable system, so, I would discourage anyone from going out and buying one. If there is any requirement for an amplifier the technician will install one, however, the correct way to solve the issue is simply that. Solve the problem of the signal loss. That might be an issue of your external cable, or it might be something bigger which requires the maintenance staff to look at. Let the tech resolve the issue and see what the levels are like after the work has been completed. If necessary, it can be escalated from there. The problem with signal amplifiers is that they amplify terrible and/or corrupted signals and do nothing to clean up the original problem. Just to note the amplifiers that Rogers uses now have a passive pass-through for the internet modems, no amplification as it was determined that this caused packet losses. So, any of the older style amps that are in use that amplify everything are pulled out of service as the techs come across them.
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