Terrible Connection Issues

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Sundowner
I'm Here A Lot
Posts: 5

Terrible Connection Issues

Hello I am on the rogers ignite 250u package and the internet has been very unstable lately over the past month. There are many disconnects daily on average. Most of the disconnects occur in the evenings from about 8 PM to 2AM but the timing is very sporadic. Sometimes the CGN3ACSMR will take 2 minutes to reset and provide internet again but other times it takes an hour or more to reset properly. Oddly enough the desktop computer that is connected via ethernet to the CGN3ACSMR has a higher amount of connectivity issues than laptops that connect via wi-fi. The ethernet port on the router flashes green during periods of poor connectivity and it is usually orange when the connection is stable. It might also be worth mentioning that the motherboard I use uses realtek drivers to connect to the internet. I have also ordered a separate NIC to see if this was a possible source of error. I think that another problem may lie with an old ethernet cable and have since ordered a new one but the router routinely has overall connectivity problems wirelessly as well. I was wondering what was the best way to proceed with this issue?

 

I have seen in past threads relating to this issue that it is useful to provide the signal logs and event logs from the gateway. There are many t3 and t4 timeouts in the event logs. These are copied and pasted below:

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 651000000 256QAM -1.200 130 36.387
2 591000000 256QAM -0.800 121 37.636
3 597000000 256QAM -0.500 122 37.356
4 603000000 256QAM -0.900 123 37.636
5 609000000 256QAM -1.100 124 37.356
6 615000000 256QAM -1.500 125 36.610
7 621000000 256QAM -1.800 126 36.610
8 633000000 256QAM -1.400 127 36.610
9 639000000 256QAM -1.000 128 36.610
10 645000000 256QAM -1.000 129 36.844
11 657000000 256QAM -1.700 131 36.387
12 663000000 256QAM -2.100 132 36.610
13 669000000 256QAM -2.800 133 35.780
14 675000000 256QAM -3.000 134 35.780
15 681000000 256QAM -0.900 135 37.356
16 687000000 256QAM -0.400 136 37.636
17 693000000 256QAM -0.100 137 37.636
18 699000000 256QAM 0.000 138 37.356
19 705000000 256QAM -0.200 139 37.356
20 711000000 256QAM -0.200 140 37.356
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID BandWidth
1 38596000 ATDMA - 64QAM 39.750 5 3200000
2 23700000 ATDMA - 64QAM 38.250 7 6400000
3 30596000 ATDMA - 64QAM 38.250 6 6400000


The DOCSIS event logs is shown here. The dates and times seems to be incorrect.

No. Time type Priority Event
1 10/27/15 00:16:50 82000400 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=bc:4d:fb:73:60:f0;CMTS-MAC=00:14:f1:e9:3c:4e;CM-QOS=1.1;CM-VER=3.0;
2 10/27/15 00:16:53 73050200 notice Received REG-RSP while in REG-HOLD1 state;CM-MAC=bc:4d:fb:73:60:f0;CMTS-MAC=00:14:f1:e9:3c:4e;CM-QOS=1.1;CM-VER=3.0;
3 10/27/15 00:19:50 82000400 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=bc:4d:fb:73:60:f0;CMTS-MAC=00:14:f1:e9:3c:4e;CM-QOS=1.1;CM-VER=3.0;
4 10/27/15 00:20:31 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=bc:4d:fb:73:60:f0;CMTS-MAC=00:14:f1:e9:3c:4e;CM-QOS=1.1;CM-VER=3.0;
5 10/27/15 00:21:36 73050200 notice Received REG-RSP while in REG-HOLD1 state;CM-MAC=bc:4d:fb:73:60:f0;CMTS-MAC=00:14:f1:e9:3c:4e;CM-QOS=1.1;CM-VER=3.0;
6 10/27/15 00:24:35 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=bc:4d:fb:73:60:f0;CMTS-MAC=00:14:f1:e9:3c:4e;CM-QOS=1.1;CM-VER=3.0;
7 10/27/15 00:28:07 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=bc:4d:fb:73:60:f0;CMTS-MAC=00:14:f1:e9:3c:4e;CM-QOS=1.1;CM-VER=3.0;
8 10/27/15 00:28:11 67070100 error DBC-ACK not received;CM-MAC=bc:4d:fb:73:60:f0;CMTS-MAC=00:14:f1:e9:3c:4e;CM-QOS=1.1;CM-VER=3.0;
9 10/27/15 00:42:35 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=bc:4d:fb:73:60:f0;CMTS-MAC=00:14:f1:e9:3c:4e;CM-QOS=1.1;CM-VER=3.0;
10 10/27/15 00:42:49 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=bc:4d:fb:73:60:f0;CMTS-MAC=00:14:f1:e9:3c:4e;CM-QOS=1.1;CM-VER=3.0;
11 10/27/15 00:43:40 73050200 notice Received REG-RSP while in REG-HOLD1 state;CM-MAC=bc:4d:fb:73:60:f0;CMTS-MAC=00:14:f1:e9:3c:4e;CM-QOS=1.1;CM-VER=3.0;
12 10/27/15 00:46:37 82000400 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=bc:4d:fb:73:60:f0;CMTS-MAC=00:14:f1:e9:3c:4e;CM-QOS=1.1;CM-VER=3.0;
13 10/27/15 00:49:22 68000100 critical DHCP FAILED - Discover sent, no offer received;CM-MAC=bc:4d:fb:73:60:f0;CMTS-MAC=00:14:f1:e9:3c:4e;CM-QOS=1.1;CM-VER=3.0;
14 10/27/15 00:50:16 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=bc:4d:fb:73:60:f0;CMTS-MAC=00:14:f1:e9:3c:4e;CM-QOS=1.1;CM-VER=3.0;
15 10/27/15 00:50:24 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=bc:4d:fb:73:60:f0;CMTS-MAC=00:14:f1:e9:3c:4e;CM-QOS=1.1;CM-VER=3.0;
16 10/27/15 00:51:21 73050200 notice Received REG-RSP while in REG-HOLD1 state;CM-MAC=bc:4d:fb:73:60:f0;CMTS-MAC=00:14:f1:e9:3c:4e;CM-QOS=1.1;CM-VER=3.0;
17 10/27/15 00:56:35 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=bc:4d:fb:73:60:f0;CMTS-MAC=00:14:f1:e9:3c:4e;CM-QOS=1.1;CM-VER=3.0;
18 10/27/15 00:57:40 73050200 notice Received REG-RSP while in REG-HOLD1 state;CM-MAC=bc:4d:fb:73:60:f0;CMTS-MAC=00:14:f1:e9:3c:4e;CM-QOS=1.1;CM-VER=3.0;
19 10/27/15 01:00:37 82000400 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=bc:4d:fb:73:60:f0;CMTS-MAC=00:14:f1:e9:3c:4e;CM-QOS=1.1;CM-VER=3.0;
20 10/27/15 01:02:49 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=bc:4d:fb:73:60:f0;CMTS-MAC=00:14:f1:e9:3c:4e;CM-QOS=1.1;CM-VER=3.0;


 
 
***Edited Labels***
Datalink
Resident Expert
Resident Expert
Posts: 7,334

Re: Terrible Connection Issues

Your signal levels aren't bad at all.  Ideally the downstream would all be at 0 dBmV with a signal to noise ratio of 36 to 40 dB. The upstream are normally in the 36 to 40 dBmV range, so, other than the fact that your downstream levels are just slighlty low, the signal levels overall are good.  I wouldn't expect there to be any issues based on what I see from the signal levels, however, the logs tell a different story.  The Ranging Response time outs are from a request by the modem for a maintenance period with the Cable Modem Termination System.  Those periods are used to set the modem timing and power output levels which are the upstream levels, as well as a few other items.  So, the modem requests the maintenance period from the CMTS but doesn't get a response, times out, and carries on, looking for another maintenance period.  So, something is definitely up.  The best thing to do is to log into the modem when you lose internet service and have a look at the power levels again and see if there is a drastic reduction in any of them.  And, if you can get to tech support fast enough while the service is down, have the CSR check both the modem and the node, which is the next upstream device that the node communicates with.  The best time to have tech support check the modem and node is when the service is down.  The question at that point will be, "can the tech communicate with the modem?"  And if not, what's at fault, the modem, cabling or node?  That will take an onsite tech to sort that out.  So, when the opportunity arises call tech support and keep us updated on the results of the conversation, as to whether or not a tech visit has been arranged.  

 

The other item of interest, which has come up recently is the apparent failure of the modem, or, at least what appears to be a modem failure.  Surprisingly enough these have been caused by devices on the user networks, both wifi and ethernet and not the modem.  If a wifi adapter on a remote device fails in some manner, or an ethernet port or controller fails on an ethernet connected device, this can occupy the modem's port controller, or consume its processing capability in some manner that the ethernet or wifi network appears to fail on the modem.  The solution is to start a test program, isolating one network completely at a time to determine what network has the problem, either the ethernet, 2.4 Ghz or 5 Ghz network.  That requires one to disconnect all of those devices on one network, either by turning off and disconnecting the devices or by turning off one of the wifi networks, one at a time.  Once the network that has the problematic device is found, then its a matter of running that network with each device turned off or disconnected in some manner for a period of time to clear that device of any suspicion, or determine the device that is causing the issues.  The CGNCACSMR has a problem with the current firmware in the wifi control.  Both wifi network are either on or off, so to isolate one network, you would have to change the network name temporarily so that the devices on that network can no longer communicate with the modem.  You would have to do that one at a time to both wifi networks.  

 

My first thoughts would be to check with tech support to determine what they see.  Just before you call tech support you could turn off both wifi networks and disconnect all ethernet devices except one.  If the problem still persists, I would think that the problem lies with the modem, cabling or node.  There is always the off chance that the one device you have connected is the culprit, but that could be determined very easily by swapping that for another device.    If you have to, call in whenever you have a service disconnect and ensure that the CSR records the problem on file.  It won't take long to build up history of problems with the service which will get attention.   Be persitent if required, patient, but persistent.  If you happen to have other services such as Home Phone or Cable TV and are having problems with either of them, make sure that is included in the gripe list when you talk to the CSR.

 

Rogers:  1-888-764-3771 (1-888-ROGERS1)

 

Please let us know how this is working out. 



aman329
I've Been Around
Posts: 1

Re: Terrible Connection Issues

Hello,

 

I have been a happy user of the 150u package for the past 2 months. However, in the past week, I have had two instances where we would lose the cable connection for at least several minutes. As I have cable TV as well, the issue affects both the internet and TV. Ever since, the speeds have been much slower as well. I would normally get download and upload speeds just at the limit (150/10). The recent speeds have been less than 40/7. I am not aware of any construction in the area and none of the connections in the house have been changed. Please help as I want the speeds I am paying for. Thanks.

 

The DOCSIS WAN page on the CGN3ACSMR has been copied and pasted below.

 

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 693000000 256QAM 9.500 65 33.269
2 591000000 256QAM 8.300 49 34.484
3 597000000 256QAM 7.500 50 34.212
4 603000000 256QAM 6.500 51 33.715
5 609000000 256QAM 7.400 52 33.834
6 615000000 256QAM 7.800 53 33.834
7 621000000 256QAM 6.800 54 33.377
8 633000000 256QAM 7.800 55 33.377
9 639000000 256QAM 8.100 56 33.377
10 645000000 256QAM 7.800 57 33.377
11 651000000 256QAM 7.800 58 33.487
12 657000000 256QAM 7.700 59 33.377
13 663000000 256QAM 8.200 60 33.377
14 669000000 256QAM 8.400 61 32.963
15 675000000 256QAM 8.900 62 33.165
16 681000000 256QAM 9.100 63 33.377
17 687000000 256QAM 9.800 64 33.377
18 699000000 256QAM 9.200 66 33.063
19 705000000 256QAM 9.600 67 33.487
20 711000000 256QAM 9.900 68 33.377
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID BandWidth
1 30596000 ATDMA - 64QAM 48.750 6 6400000
2 23700000 ATDMA - 64QAM 48.750 7 6400000
3 38596000 ATDMA - 64QAM 50.000 5 3200000

 

Cgould1985
I've Been Here Awhile
Posts: 3

Re: Terrible Connection Issues

T3 timeout issues, the tech just visited my home to figuere this one out. It can be oversold nodes, he claims its noise on the line, (yonge and davisville area has multiple issues atm according to him). This has been happening for almost 3 weeks for me, its getting to the point where im just going to go with a DSL provider to be honest. If you have any solutions that they provided to you let me know, i understand just how stupid it is.

Datalink
Resident Expert
Resident Expert
Posts: 7,334

Re: Terrible Connection Issues

@aman329 call tech support and ask the CSR to run a signal check on the modem and upstream node or MDU.  If you live in a house, the modem connects to the neighbourhood node, if you're in an apartment you will most likely have a Multiple Dwelling Unit (MDU) parked in the utility room downstairs providing data distribution to the apartments in the building.

 

Both the downstream and upstream signal levels are far too high. Arguably they are still in spec, but, from what you're indicating, your seeing issues with both internet and tv service.  Indicate to the CSR that you are seeing service interruptions on both internet and tv services.  That discussion and test should result in a tech arriving at your home to determine why those levels are so high.  Normally the downstream is at 0 dBmV with a signal to noise ratio of 36 to 40 dB.  The upstream, transmitted by the modem to the node or MDU is normally in the 36 to 40 dBmV range.  Normally as the external cable and connectors age, if you're in a house, the downstream levels drop due to signal losses thru the cable shield and connectors and the modem output power increases to maintain communications with the node.  So, to see both of them where they are now is unusual to say the least.  I'm assuming that you might be in a condo, apartment, high rise etc, etc, based on where those levels are.  

 

Call tech support after reading this, but, keep in mind that the best time to call tech support, from a troubleshooting perspective,  is when you have a service outage on the go.  Its more difficult to troubleshoot when everything is working as it should, but, in your case, with the signal levels where they are, that should be detected by the signal check.  Its just a question of whether or not the CSR dispatches a tech, which he or she should do, based on the problem of the service outages.  Please let us know what the outcome of the conversation is.  Don't be afraid to call tech support whenever you have an outage, and ensure that its logged on file.  That will establish a history of service problems in a fairly short timeframe.  Put them on speed dial if you have to and don't hesitate to use it.

 

 

Rogers:  1-888-764-3771 (1-888-ROGERS1)

 



Datalink
Resident Expert
Resident Expert
Posts: 7,334

Re: Terrible Connection Issues

@Cgould1985 did the tech indicate that this was going to be passed up to the maintenance staff, and did he or she leave a problem report number that you can refer to, and a contact number to call to inquire about progress on the problem?



Cgould1985
I've Been Here Awhile
Posts: 3

Re: Terrible Connection Issues

He said that he would refer it to maintenence but it would take a while since technically I have a signal at my tap. Which means little to me since my connection is unusable since it times out every 5 minutes. Here's to hoping for a refund for the month.
Datalink
Resident Expert
Resident Expert
Posts: 7,334

Re: Terrible Connection Issues

Out of curiosity, can you log into the modem, navigate to the STATUS.... DOCSIS WAN page, copy the downstream and upstream tables and paste them into the thread.  Those are the cable signal levels which might be interesting to have a look at. 

 

Call Customer Service and indicate that you're looking for a refund and reduced rate going forward based on the fact that the service is basically unusable.  They should be able to refer to the file to see what has happened to date.

 

Send a pm to @CommunityHelps to see if the mods can determine what the next step might be, in terms of higher level maintenance for your neighborhood and if there are any timelines set to deal with the problem.



Cgould1985
I've Been Here Awhile
Posts: 3

Re: Terrible Connection Issues

 
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandWidth
138596000ATDMA - 64QAM41.00053200000
223700000ATDMA - 64QAM40.50076400000
330596000ATDMA - 64QAM40.50066400000
Datalink
Resident Expert
Resident Expert
Posts: 7,334

Re: Terrible Connection Issues

Your signal levels aren't too bad.  Just slightly low on the downstream but within a 2 dBmV grouping, so no problems there, signal to noise is good.  The upstream are just at the normal 36 to 40 dBmV upper range so they are fine.  From a signal level perspective I wouldn't expect any problems.  Now, if you're seeing timeouts occurring, then that might be node related.  I'd pm @CommunityHelps to see what they can dig up for you in terms of any maintenance activities going on in your area.  If you do decide to stick with Rogers, when you have any internet service outages or recognizable slow data issues, call tech support and have them record the problem.  If this occurs everyday, call everyday and have the CSR record the incident which will build a history on the file.  You indicated that this has been on the go for three weeks.  If its to the point of being totally disruptive, in terms of your internet service, call customer support to look for a rebate of your internet fees and a reduction going forward from now until the situation is resolved.