Rocket & advanced wi-fi Hitrons has PROBLEMS

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I'm Here A Lot
Posts: 7

Re: Rocket & advanced wi-fi Hitrons has PROBLEMS

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.

 

 

 

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Resident Expert
Resident Expert
Posts: 6,604

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.



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Retired Moderator
Retired Moderator
Posts: 700

Re: Rocket & advanced wi-fi Hitrons has PROBLEMS

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

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I Plan to Stick Around
Posts: 21

Re: Rocket & advanced wi-fi Hitrons has PROBLEMS

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. 

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Resident Expert
Resident Expert
Posts: 6,604

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.... ?



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I Plan to Stick Around
Posts: 21

Re: Rocket & advanced wi-fi Hitrons has PROBLEMS

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

 

I live in a house. 

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Resident Expert
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Posts: 6,604

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?



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Moderator
Moderator
Posts: 1,704

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

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I Plan to Stick Around
Posts: 21

Re: Rocket & advanced wi-fi Hitrons has PROBLEMS

CGN3ACSMR

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Resident Expert
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Posts: 6,604

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.