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 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)
@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?
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.
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.
Instead of calling, send a pm to @CommunityHelps asking for further assistance. I've already pm'd @RogersMoin to have a look at your previous post. The presence of T3 timeouts might not affect your service. Depending on what it is, it might merely mean that the Cable Modem Termination System is not responding to the Modem requests within its normal allotted time span, but that doesn't necessarily have an impact on your service.
If you run a speedtest at http://speedcheck.rogers.com/en.html and www.speedtest.net Toronto Telus server, what do you see for results, and what plan are you on in terms of download / upload rates?
Your signal levels and signal to noise ratios look pretty good. I'd be interested in any T3 timeouts that you might be seeing. From a signal level perspective I wouldn't expect to see any, but, if there are any, that could signal a problem with the neighborhood node.
Thats a request from the modem for a maintenance period, where the Cable Modem Termination System (CMTS) and the modem synchronize timing and a few other parameters and negotiate the modem signal levels back to the CMTS. The CMTS isn't answering on time and therefore the modem is timing out, waiting for the response. It then issues a T3 and will issue another request to the CMTS shortly thereafter. As long as this is an occasional occurrence, and not continuous, your modem should operate as expected. I see that occasionally in my modem logs and I don't give it a second thought. The modem operates as it should, so there's nothing to complain about from what I can see.
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