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Rocket & advanced wi-fi Hitrons has PROBLEMS

shahin912
I Plan to Stick Around

I seen a lot of problems with Hitron modems in my experience and in this forum. I really hope someone from Rogers will actually read my story.

 

2 weeks ago, I finally decided to change from the Rogers extreme plus to the 250u ignite package. Trust me that was the worst decision of my life. With the extreme plus, I used to have the Cisco modem which was working perfectly. But my internet speed used to be 60 Mbps, so I was like why not switch to the 250 Mbps for pretty much the same price as my old package. Everything was good until Rogers told me that I have to change my Cisco modem to the Hitron Modem. 

 

I'm sure Rogers already recognized that these Hitron Modems has problems. In the past 2 weeks, I changed my modem 3x from the Rocket Modem to the Advanced Wi-fi modem. Both of them are the same. The speed isn't the problem, but at random times the Internet completely shuts down for couple minutes. I’m running my computer in Bridge mode (modem/router). But that doesn’t make a difference at all. I tried connecting my desktop computer directly to the modem. And my laptop to the router. Both of them gets disconnected at the same time when I was running a ping test. Meaning the modem is the problem not my router. The Pings are really inconsistent. Sometimes it goes from 30 ping to like 500+ ping.

 

Rogers technician came to my house to try to solve this problem. He said that we had a 4% packet loss. So he changed the amplifier that connects to the modem. And he said the problem was solved (packet loss was 0%). Two hours later, the same problem occurred again. I can’t really show the technician when it gets disconnected because it happens at random times. When he was over at my house, the internet was perfect and nothing disconnected.

 

So here I am not sure what to do. Can’t play Xbox for like 5 minutes without getting disconnected. Or watch a movie online without getting disconnected. In the past 2 weeks, I talked to Rogers on the phone about 20 times, 20 times on Chat, and 1 time technician came over. Half the time when I’m talking to the technical support on the phone, they don’t even know what the Cisco modem was. Not sure how they got a job at Rogers.

 

I heard that Rogers is planning to release new Rocket modem on July 10 with a new firmware, but I’m not sure how much that will help. So someone from Rogers, please help me.

 

 

 

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1693000000256QAM-8.8001737.636
2591000000256QAM-6.700140.366
3597000000256QAM-7.400238.605
4603000000256QAM-7.200338.983
5609000000256QAM-7.300438.605
6615000000256QAM-7.700538.983
7621000000256QAM-6.900638.605
8633000000256QAM-7.600738.605
9639000000256QAM-7.000838.605
10645000000256QAM-7.700938.605
11651000000256QAM-7.9001037.636
12657000000256QAM-7.7001138.605
13663000000256QAM-8.4001238.605
14669000000256QAM-8.4001338.605
15675000000256QAM-8.5001437.636
16681000000256QAM-8.2001538.605
17687000000256QAM-8.1001638.605
18699000000256QAM-8.4001837.636
19705000000256QAM-7.9001938.605
20711000000256QAM-9.1002037.636
Upstream Overview
Port IDFrequency (MHz)ModulationSignal Strength (dBmV)Channel IDBandWidth
123700000ATDMA - 64QAM50.25026400000
238596000ATDMA - 64QAM51.00033200000
330596000ATDMA - 64QAM50.75016400000
 
1 ACCEPTED SOLUTION

Accepted Solutions

Re: Rocket & advanced wi-fi Hitrons has PROBLEMS

shahin912
I Plan to Stick Around

My upload speed was actually fixed after tech rebooted my modem. 

View solution in original post

63 REPLIES 63

Re: Rocket & advanced wi-fi Hitrons has PROBLEMS

Gdkitty
Resident Expert
Resident Expert

You are able to get the new firmware for the rocket modem by messaging @CommunityHelps with your account and modem MAC address.

If you have the rocket modem right now, i would recomend getting that PERIOD right now... seems to solve many peoples issues.

 

There are a number of users here who have the regular CGN3 and the newer rocket modem as well.
No one really has DISCONECTS/internet drops.
With the rocket.. drops on games, etc on the advanced WITHOUT the firmware update, but thats been resolved with the firmware update.

 

It worries me that your issue that is droping the internet, is something OUTSIDE of the modem itself.

While the technician was out.. i wonnder if its something FURTHER away..
That your previous modem was not effected.. as its only an 8 channel modem.. and that the issues is from somewhere in the higher channels which the new ones can now see.
Are you able to log into the modem and post the DOCSIS WAN signals for us?
(though hopefully the technican looked at this.)



Re: Rocket & advanced wi-fi Hitrons has PROBLEMS

Datalink
Resident Expert
Resident Expert

For more info on the update that Gdkitty is indicating, please read the first post in this thread:

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

Then, 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 don't have that modem, you have for example the CGN3 or CGN3ACR, I would swap those modems for the CGN3ACSMR and then immediately request the update when you have the CGN3ACSMR at home and have it hooked up and running.

 

As Gdkitty indicated, please post your downstream and upstream DOCSIS WAN tables that are found in STATUS....DOSCIS WAN.



Re: Rocket & advanced wi-fi Hitrons has PROBLEMS

shahin912
I Plan to Stick Around

Ill try the new firmware.

 

But this is my DOCSIS WAN

 


      
      
      
      

Re: Rocket & advanced wi-fi Hitrons has PROBLEMS

shahin912
I Plan to Stick Around

So right now i have the advanced wi-fi modem. Should I go switch to the Rocket right now, then apply the update? 

Re: Rocket & advanced wi-fi Hitrons has PROBLEMS

Can you edit your post just above and delete everything above the downstream table.

 

Call Tech Support and have them run a signal check on your modem.  Your downtream levels are well down from where they should be which is 0 dBmV and the upstream is at the maximum of 51 dBmV where they should be down in the 36 to 40 dBmV range.  You have an external cable and / or connector failure on the go.  Time for a tech visit.  The outcome of the discussion should be a tech visit very soon.

 

Yep, go ahead and swap the modem for the CGN3ACSMR and immediately request the update.  It will take a combination of the two, proper cable signal levels and the updated modem to resolve issues with gaming and latency intolerant applications.



Re: Rocket & advanced wi-fi Hitrons has PROBLEMS

shahin912
I Plan to Stick Around

well Tech Support just said another thing. he said downstream should be between -10 & +10. and upstream should be between 34 and 52.

Re: Rocket & advanced wi-fi Hitrons has PROBLEMS

grr.  The important question, is a tech coming to inspect and replace the cable if necessary?  My guess is that its necessary.  Your modem output, heading back to the node is at the maximum output permitted for three channel operation.  You will see poor performance at that point.  If the cable losses get any worse, the modem drops one channel, as it can only put out so much power in any configuration.  First it drops to dual channel operation and then single channel operation, and in each case the data rates will get worse.



Re: Rocket & advanced wi-fi Hitrons has PROBLEMS

Hi @shahin912

 

Sorry to hear about the troublesSmiley Sad Has the tech visit been booked?

 

If not i can have someone from our @CommunityHelps team reach out to you via Private Message so we can look into this issue for you.

 

RogersAsif

 

 

Re: Rocket & advanced wi-fi Hitrons has PROBLEMS

While i understand the 'allowed' quality ranges are within a certain spec..

I HATE it when support, techs, etc.. say 'oh its fine' since its within that allowed range.

While it still may work.. it still may cause problems... what if thats the GOOD range.. and there are times where it drops LOWER.. and then its out of range.
It can still cause problems..

 

It really should be tweeked.. to get it closer to the right ranges.



Re: Rocket & advanced wi-fi Hitrons has PROBLEMS

DavePC
I'm Here A Lot

This is not a modem issue at all, sure the Hitron Gateway is not the best thing in the world, but I can see why you may be having problems.

 

Your Cisco gateway at first was fine as it only had to bond 8 channels, and as a result it could bond with the low power levels you were having.

 

After switching to the Hitron Gateway (the advanced and the rocket is the same, should be a CGN3ACSMR, all the new ones are anyway), the modem failed to bond all 20 channels because of your low power levels. The tech identified that and installed an AMP, AN AMP IS A TEMPORARY SOLUTION. You may have had low power levels in the first place because your connection is behind a spilitter or the cable is a long run- regardless, an amp is the last resort.

 

Based on your levels, the amp sacrificed increased downstream power for increased upstream levels. Sure, it is "within spec" but that is really pushing the limits of "in spec".

 

Get a tech dispatched, they need to remove that amp and get your signal strength back in spec.

 

For reference, this is what I have, it isn't perfect, but its definitely in spec: (my line has a unnecessary splitter installed in the demarctation point, wasnt removed after my TPIA line was cancelled, rogers mods: can a tech be dispatched for this, similar to a disconnect order?)

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1639000000256QAM-4.500838.605
2591000000256QAM-3.100138.983
3597000000256QAM-2.800238.983
4603000000256QAM-3.500338.983
5609000000256QAM-3.100438.983
6615000000256QAM-3.700538.605
7621000000256QAM-3.600638.605
8633000000256QAM-4.300738.605
9645000000256QAM-4.100938.605
10651000000256QAM-4.7001038.605
11657000000256QAM-4.5001138.605
12663000000256QAM-4.9001238.983
13669000000256QAM-5.0001338.605
14675000000256QAM-5.7001437.636
15681000000256QAM-5.8001537.636
16687000000256QAM-5.9001638.605
17693000000256QAM-5.6001738.605
18699000000256QAM-6.5001837.356
19705000000256QAM-6.8001937.636
20711000000256QAM-6.5002037.356
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandWidth
130596000ATDMA - 64QAM39.00026400000
223700000ATDMA - 64QAM38.25036400000
338596000ATDMA - 64QAM40.50013200000

 

 

The firmware update only helps with some gaming issues and reduced ping times, not with the issue you are facing.

 

 

 

Re: Rocket & advanced wi-fi Hitrons has PROBLEMS

The  one thing that you may not be aware of is that the new amps used by Rogers have a 0 dB gain port for VOIP / Internet.  So, what comes into the amp is what goes out to the internet modem.  The older amps used by Rogers amplified everything and caused problems with packet loss, so they are being pulled out of service where necessary.  The problem in this case is that the amp, if connected as designed does nothing to alleviate the cable problems that are causing the low downstream and high upstream signal levels.  That has to be solved, and it should probably be done sooner rather than later.  To do nothing at this point will probably result in the modem dropping down to dual channel upstream operation, dropping the data rates significantly.  Whats the saying, a happy customer is a satisfied customer....something like that.



Re: Rocket & advanced wi-fi Hitrons has PROBLEMS

RogersAsif
Retired Moderator
Retired Moderator

Hi @DavePC

 

I have offered to have a member of our @CommunityHelps team reach out to the user so we can have a Tech sent out.

 

We are still awaiting a response from the user.

 

Thanks for your great insights by the way Smiley Happy

 

RogersAsif

Re: Rocket & advanced wi-fi Hitrons has PROBLEMS

shahin912
I Plan to Stick Around

Hi,

 

I would like a tech to come please. But only if you guys could please explain everything thats wrong with the modem to him before he comes. Because I'm gonna have trouble explaining to him whats wrong with the modem. 

Re: Rocket & advanced wi-fi Hitrons has PROBLEMS

One of the moderators will be in contact with you regarding another tech visit.  Keep an eye on the envelope (private message) icon at the upper right hand corner of the page when you are logged into the site. 

 

From what I can tell, reading the thread again you probably have a CGN3 modem.  Can you have a look at the back of the modem and confirm that is what the product sticker indicates.  That modem, as with the other Hitron modems does have some latency to it.  That latency might give you a hard time with some online games depending on the network latency, but it shouldn't prevent you from playing an online game.  As @Gdkitty indicated earlier, and I absolutely agree with, the cable levels themselves require attention.  Yep, you can run the modems at the limit of the signal ranges, but that is inviting problems, which is what you are seeing. 

 

The amplifier that the tech installed is probably an Antronix VRA4-7/AC.  That has three amplified ports for devices like Cable TV Modems and one passive (non-amplified) port for VOIP devices and internet use.  The specs for that device show that yes the port is not amplified, essentially 0 db gain, but more importantly it also shows that there is a passive port loss that occurs when you use that port.  That loss, from input to output is less than 4.8 dB.  Close to what you would get with a normal passive splitter that is typically used for multiple device installations.  That loss is marked on the amp but I haven't been able to locate a clear image on the internet anywhere to see exactly what it indicates.  What that means in your case is that your original cable signal levels were already below 0 dBmV, which is the median point in the operating range.  My guess is that they are somewhere around -5 to -6 dBmV.  With those levels, you can still run internet services, but if you have to split that cable to run additional Cable TV boxes or Home phone that could put you down around -12 to -13 dBmV for cable signal levels.  The limit for the internet modems is -15 dBmV, so you would be very close to that limit with a passive splitter installation.  The original amplifier was most likely the older style amp which does cause packet loss, so the tech swapped out the old amp for the newer one which does not cause packet loss.  But, in the case of the new amp, you do end up with a signal drop at the output side.  That isn't a big deal as long as you had a signal level that was high enough to start with.  It would appear that in your case, that is not where you were at. 

 

I still believe that bringing up the original signal levels is required in order for any splitter or amplifier to provide the levels required for each specific modem.  Swapping out the modem for a CGN3ACSMR and requesting the update immediately after connecting it and powering it up will help in the long run and would get rid of any latency to or through the modem.  It also does solve connect / disconnect issues with various online pc and console games as well as VOIP and VPN services.  If you had that up and running now, there would be no doubt in my mind that further connect / disconnect issues would be related to cable signal levels.

 

You could call tech support again, explain that you are still seeing issues despite the amplifier swap and ask the CSR to recheck the modem signal levels.  The fast that you are still seeing issues should bring about another tech visit.  If you have no success with that, arrange that through the private messages with the moderators.

 

Out of curiosity are you in a house, condo, apartment, high rise, etc, etc.... ?



Re: Rocket & advanced wi-fi Hitrons has PROBLEMS

shahin912
I Plan to Stick Around

okay thank you. I will wait for a message from a moderator.

 

I live in a house. 

Re: Rocket & advanced wi-fi Hitrons has PROBLEMS

I've sent a pm to @RogersMoin asking him to contact you.  Can you confirm for me what type of modem you have, according to the sticker at the back of the modem?



Re: Rocket & advanced wi-fi Hitrons has PROBLEMS

Hello @shahin912,

 

Sure, we can definitely arrange a technician's visit and we will also take care of explaining the issue for you. A team member from @CommunityHelps has initiated contact with you, please respond back to the PM at the earliest, thank you.

 

Regards,

RogersMoin

Re: Rocket & advanced wi-fi Hitrons has PROBLEMS

shahin912
I Plan to Stick Around

CGN3ACSMR

Re: Rocket & advanced wi-fi Hitrons has PROBLEMS

Ok, in that case, please read the first post in this thread:

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

Then, 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.

 

That modem has other issues with online games, beyond simple latency.  So, you really need to have that update in place in order to concentrate on getting the signal levels resolved. 



Re: Rocket & advanced wi-fi Hitrons has PROBLEMS

shahin912
I Plan to Stick Around

Yep, I already messaged them. They said it will take up to 48 hours. 

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