New Rogers Gateway: Hitron CDE-30364

[karmn]

Yes, all webpages refuse to load, games disconnect, Skype will disconnect.  Internal lan works fine at those times as well.

I am currently using ethernet connected to ethernet cables.  I have 2 laptops and a desktop beside my modem which will all disconnect, as well as my phone on wifi.

I will try to post the numbers when it disconnects, it will happen soon...

[Datalink]

More questions  🙂

 

1.  Was the cable leading to the house replaced during one of the tech visits;

2.  When you have time, can you determine the cable type for the cable coming up from the basement which eventually connects to the CGN3 and confirm that the cable from the wall plate to the CGN3 is RG6; and

3.  Are all of the laptops and pc connected directly via ethernet, or is there a switch or router in between the CGN3 and the devices?

[karmn]

1.  It is possible.
- The first tech that came told me to change my location of the modem.

- The second tech replaced the coax cable that runs to my modem and said all signals look ok outside in the green box.

2.  All cables are labelled RG6.

3.  Connected directly to the modem.  I do not have any other switches or routers in between.  Tried the modem in bridged mode to check if it was a routing issue here but still disconnected.

[Datalink]

When you say that "- The second tech replaced the coax cable that runs to my modem and said all signals look ok outside in the green box.", do you mean the cable from the wall plate to the modem?  You would know if the cable outside had been replaced.  If you have the standard green cable box on your yard or nearby, replacing that cable means digging in or across your yard to bury a new cable.  So, it sounds like that has not been done.  There was another case very similiar to yours this week.  Read the final update from shum99 on the following page:  http://communityforums.rogers.com/t5/forums/forumtopicpage/board-id/Getting_connected/page/2/thread-...

I'm interested in seeing if there is a drop in signal power when you refresh that page.  If the signal power stays up and the modem shows online, that would mean to me that the problem is upstream.  All the modem probably cares about is the signal power that is present, presumably from the data carriers.  Maybe it doesn't know, understand or care whether or not there is any data on the carrier frequencies.  If the power drops, that would indicate a possible cable or connector issue, which wouldn't surprise me. 

[karmn]

Sorry about the confusion.

Prior to entering my house, he told me he checked the signal in the green box (few houses down) and said everything looks fine there.  He then proceeded to replace the coax from the wall plate to the modem. 

The post from shum99 seems very relavent for my situation, however, I was able to get a full day (yesterday) without any disconnects.  I came back home from work today and have been disconnecting all night.  Interesting how it has not done so since the last post though.

[Datalink]

When the cable leading to the house starts to fail, it will cause momentary interruptions, and hopefully finally fail competely, at which point it can be easily detected.  Until that final fail point however, the interruptions can be aggrevating to say the least and very difficult to track down.  On our street, with the box just off my driveway, three of four houses, including mine have had the cable replaced.  Or, it could be a connector that is failing.  The power levels should be a key indicator. 

At the present time I would have rogers on speed-dial.  Every time your service fails you should be talking to a support tech to determine if he or she can communicate with the modem, or if there any indication of a problem upstream.  And there should be an entry on record, noting the call and observations from your end and from that of the tech.  So far it sounds like this should be escalated above the  contractor level to determine what the problem is.

Ok, one last question for the evening.  Are any or all of the laptops or pc that are connected limited to 10/100 Mb/s.  There is a bug in the firmware of the CGN3 which results in it throttling well below 100Mb/s when a device that is physically limited to 10/100 Mb/s is connected.  You would have to check the specs on all of your equipment to see if they are 10/100/1000 Mb/s or gigabit capable. 

[karmn]

Here are the numbers while I was disconnected.

This menu displays both upstream and downstream signal parameters
DOCSIS Overview
Network Access    Permitted
IP Address    7.18.184.38
Subnet Mask    255.255.252.0
Gateway IP    7.18.184.1
DHCP Lease Time    😧 06 H: 22 M: 13 S: 53
Downstream Overview
Port ID     Frequency (MHz)     Modulation     Signal strength (dBmV)     Signal noise ratio (dB)     Channel ID
1    609000000     256QAM     0.100    38.983    28
2    591000000     256QAM     0.400    38.983    25
3    597000000     256QAM     0.200    38.983    26
4    603000000     256QAM     -0.200    38.983    27
5    615000000     256QAM     0.100    38.983    29
6    621000000     256QAM     0.200    38.983    30
7    633000000     256QAM     0.300    38.983    31
8    639000000     256QAM     0.500    38.983    32
9    645000000     256QAM     0.800    38.983    33
10    651000000     256QAM     1.000    40.366    34
11    657000000     256QAM     1.100    38.983    35
12    663000000     256QAM     1.400    40.366    36
13    669000000     256QAM     1.400    38.605    37
14    675000000     256QAM     1.600    40.946    38
15    681000000     256QAM     1.600    40.366    39
16    687000000     256QAM     1.500    38.983    40
17    693000000     256QAM     1.200    40.366    41
18    699000000     256QAM     0.900    38.983    42
19    705000000     256QAM     1.100    38.983    43
20    711000000     256QAM     0.800    38.605    44
Upstream Overview
Port ID    Frequency (MHz)    BandWidth    Modulation Type    Signal Strength (dBmV)    Channel ID
1    30596000    6400000    ATDMA    50.750    6
2    23700000    6400000    ATDMA    50.250    7
3    38596000    3200000    ATDMA    50.250    5

[Datalink]

So, your service went offline and you were able to force a page refresh while it was offline and those are the redisplayed numbers?  Just want to be sure what I'm seeing.

[karmn]

Yes, I was still able to refresh my router page.  At the time I was not able to access any websites and was disconnected from all games etc.

[Datalink]

Ok, so from what you are indicating, the modem is staying online but there is absolutely no data in or out.  Have a look at the front end of the CGN3 on the next outage and confirm that the top 5 lights are staying lit.  They are, from the top down:  1.  Power,  2. When Green, Downstream freq locked.  3.  When Green steady, Upstream freq locked.  4.  Status, which is the @ symbol indicating that the CGN3 has registered with CMTS, and 5.  LAN symbol, Green steady or blinking indicating that a gig ethernet device is connected and is transmittng / receiving (blinking) or not transmitting / receiving (steady).  Personally I think the last light explanation is incorrect. It should be reversed.  

In any event, if the router is exhibiting indications that its online and happy, but you don't have any data in or out that to me looks like some type of upstream failure.   As I indicated last night, contact tech support everytime the CGN3 goes offline but make sure they understand that the modem believes that it is still online.  The question is whether or not tech support can query or control the CGN3 during these outages.