Terrible Connection Issues

[Sundowner]

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***

[mafiaboy01]

I got the test firmware for my modem this morning. Rebooted everything. Now Speedtest.net is showing great speeds, however if I try to download anything whether its http or ftp i get aweful speeds, between 200KB/s and 3MB/s. This being done via wired ethernet connection, everything in the house is gigabit. My work server where I'm downloading from has a 20GB/s connection.

I've tried disabling IPv6, it made no difference (work server is IPv4 only anyways) To rule out that it was an issue with that specific site I tried donwloading something else and same speed persist.

I tried factory reseting the modem, connected with it in gateway mode but internet was just as slow.

Its just been so frustrating. I have rogers at my condo and it works perfectly, here I've had nothing but issues since I've signed up

Also local network is operating fine, I'm able to transfer files at 1Gb/s speeds

So quick recap

-Modem needed to be rebooted once a day

-Rogers tech came out said lines etc are fine

-Modem was replace

-Problem wasn't solved

-I applied for test firmware

-Rogers tech came again said lines were within spec

-Speedtest speeds were showing 10-30Mb/s (100Mb package)

-Firmware was updated on Modem

-Speedtest speeds showing 100+Mb/s

-Actual download speeds between 200KB/s and 3MB/s

I guess I have to call them again.

Edit: I tried to download some Nvidia drivers and it downloaded at full speed. Gonna give a bit of time and see if everything speeds up.

[mafiaboy01]

So after messing around with the internet all day I'm stumped.

The restart issue seems to have been fixed by the update. Howerver my download speeds vary significantly from website to website.

Downloading from Nvidia (driver) or Microsoft (iso), or speedtest runs at full speed

Downloading from Google (nexus image), Kaspersky, or work server (http/https/ftp) run between 200KB/s and 1MB/s.

All of these sites donwload fine at my condo (250/20 package). I have no idea why there's this varience. I've restarted everything, facotry reset everything, turned IPv6 off and on, used multiple computers. I talked with technical support they just claimed its server side problem. But you can't tell me all those sites are having issues.

At this point im out off ideas.

[Datalink]

Its interesting that you mention Google as there was a Rogers network problem with Google services last week.  Not sure but I suspect they might have been connected with IPV6 issues.  Maybe all of the bugs have not been taken care of.  Can you run the following ping tests and post the results.

Ping google.com

Ping -6 ipv6.google.com    When this is done and you post the results, put in a group of xxxx's in place of your

                                                 first hop which will be your IPV6 address.

I'm assuming that you have IPV6 up and running at this point.  

[mafiaboy01]

Hi, I pinged the server no problem

Pinging ipv6.l.google.com [2607:f8b0:400b:80a::200e] with 32 bytes of data:
Reply from 2607:f8b0:400b:80a::200e: time=34ms
Reply from 2607:f8b0:400b:80a::200e: time=37ms
Reply from 2607:f8b0:400b:80a::200e: time=48ms
Reply from 2607:f8b0:400b:80a::200e: time=27ms

Ping statistics for 2607:f8b0:400b:80a::200e:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 27ms, Maximum = 48ms, Average = 36ms

Also ran a traceroute no problem

Tracing route to ipv6.l.google.com [2607:f8b0:400b:80a::200e]
over a maximum of 30 hops:

1 1 ms <1 ms 3 ms 2607:fea8:5xxx:xxx::1
2 14 ms 11 ms 15 ms 2607:f798:xxx:x::1
3 21 ms 20 ms 24 ms 2607:f798:10:144e:0:690:6325:4205
4 19 ms 17 ms 17 ms 2607:f798:10:56:0:690:6324:8225
5 36 ms 31 ms 27 ms 2607:f798:10:63:0:690:6324:8089
6 30 ms 27 ms 30 ms 2001:4860:1:1:0:32c:0:6
7 30 ms 28 ms 26 ms 2001:4860::1:0:6572
8 51 ms 37 ms 33 ms 2001:4860::8:0:4398
9 52 ms 60 ms 51 ms 2001:4860::1:0:7139
10 67 ms 71 ms 88 ms 2001:4860:0:1::71f
11 26 ms 26 ms 26 ms yyz08s13-in-x0e.1e100.net [2607:f8b0:400b:80a::200e]

I don't think its IPv6 related because my work server only operates IPv4

Browsing etc works no problem

Another strange thing I noticed, watching a 1080p Youtube video I can see my system pulling 7-10Mb/s, when I try a 4K video I only get 2Mb/s and it stutters all the time. Not sure if its relevant but seems really strange.

[Datalink]

There were issues with Youtube as well, so, yup, I think its probably relevent.  I was thinking that if there were network issues, they might show up in the trace, but, it went all the way to the end target.

[mafiaboy01]

I"m gonna give it a test at my condo tonight and see if I have issues there. I'll give it a few days to see if things start working better. I really don't think its anything on my end.

[Datalink]

If it works from your condo, then its a Rogers network issue, tied to your CMTS or one of the upstream servers from that CMTS.  If so, I'll need your modem MAC address and CMTS-MAC address via pm which I can pass on to the engineering staff to look at.   Those can be found in the STATUS .... DOCSIS EVENTs log.

[mafiaboy01]

Tried downloading the same file from Google as well as the file from my work server at my condo. Both files donwloaded at 40MB/s. I am sure that it isn't an issue with the servers hosting the files.

[mafiaboy01]

Ended up being an issue with the modem. Brought my modem from my condo and it worked fine. Modem has been exchanged and is working propery.

[nl2]

I am experiencing the same connection issues. Wonder if changing my modem would solve the problem. On the brighter side, modem is going on a record 9 days uptime with firmware 4.5.8.19

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 615000000 256QAM -8.500 11 38.605
2 561000000 256QAM -7.600 2 38.605
3 567000000 256QAM -7.400 3 38.983
4 573000000 256QAM -7.700 4 38.983
5 579000000 256QAM -8.100 5 38.983
6 585000000 256QAM -8.500 6 38.983
7 591000000 256QAM -8.600 7 38.605
8 597000000 256QAM -8.300 8 38.983
9 603000000 256QAM -8.000 9 38.983
10 609000000 256QAM -8.000 10 38.983
11 555000000 256QAM -7.700 1 38.983
12 621000000 256QAM -8.900 12 38.605
13 633000000 256QAM -8.900 13 37.636
14 639000000 256QAM -8.700 14 38.983
15 645000000 256QAM -8.900 15 38.605
16 651000000 256QAM -9.100 16 37.636
17 657000000 256QAM -9.400 17 37.636
18 663000000 256QAM -9.600 18 37.636
19 669000000 256QAM -9.300 19 37.636
20 675000000 256QAM -9.400 20 37.636
21 681000000 256QAM -9.200 21 37.636
22 687000000 256QAM -9.200 22 38.605
23 693000000 256QAM -9.200 23 38.605
24 699000000 256QAM -9.000 24 38.605
25 705000000 256QAM -9.500 25 38.600
26 711000000 256QAM -9.600 26 37.900
27 717000000 256QAM -9.800 27 37.900
28 723000000 256QAM -9.500 28 37.600
29 837000000 256QAM -12.800 29 36.100
30 843000000 256QAM -13.200 30 36.100
31 849000000 256QAM -13.400 31 36.100
32 855000000 256QAM -13.600 32 36.100
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID BandWidth
1 23700000 ATDMA - 64QAM 45.000 2 6400000
2 38596234 ATDMA - 64QAM 46.500 3 3200000
3 30596000 ATDMA - 64QAM 45.000 1 6400000

© 2016 Hitron Technologies Inc.. All rights reserved.

[Datalink]

There are a couple of problems that you're dealing with at the moment:

1.  I'm surprised that you still have 4.5.8.19 loaded.  Don't know why it hasn't updated to 4.5.8.20 or .21 by now.  Have a look at the first post in the following thread and send a pm to @CommunityHelps requesting 4.5.8.22.  That will also put you on the update list for further test updates if this procedure is going to continue into the future.  

http://communityforums.rogers.com/t5/forums/forumtopicpage/board-id/Getting_connected/thread-id/3315...

2.  Your downstream signal levels are bad.  Then aren't good to start with, and as the channel frequency increases they get worse, so you have bad levels on the go with a high frequency roll-off.  You need a tech onsite to determine if you have an external cable and / connector failure.  Call tech support, ask the CSR to run a signal check on your modem.  The test should fail automatically with the signal levels that you have.   That should lead to a follow on discussion to book a tech visit.  One thing that you could do is ensure that the RG-6 cable that runs from the wall plate to the modem is connected "hand tight" at both the wallplate and modem.  If you use a wrench or pliers, it only needs to be very very lightly tightened.  If you turn the connector too hard, you will strip the threads on the connectors, and, its not necessary for it to be turned very hard.  

So, personal opinion at this point, its not a modem issue.  Take care of the firmware and signal level problems first and then we can go from there.  If you get the firmware updated before the tech arrives, don't let the tech swap the modem as that will take you from the newest firmware back to the original firmware which suffers from dead LAN ports occurring as the modem is connected to a Casa Systems Cable Modem Termination System (CMTS).

[nl2]

Both my experience with support did not end as well as I hoped. One with chat and the other by phone. No issue with my modem signals were found. Sticky issue is that speedtest results are consistently around 700mbps down but all downloads are capped around 1-2 MBps. Conclusion is that all the other endpoints are slow. If a tech comes on site and speedtest results are good then I can expect to be charged for the visit. Thanks but no.

[Datalink]

It should be a simple matter of the CSR running the signal check.  I don't know how that check runs or the final indication.s  It should indicate a failure if any of the signal levels are at or below -10dBmV.  If it takes the flip side and passes if any of the levels are above -10dBmV, then that is just ignoring the problem.  The DOCSIS limit for signal levels bottoms out at -15dBmV, so, you're pretty close to that limit at the upper frequencies.  The worst thing the CSR can do is run the check and say, "all is well, no tech for you".  Its only a phone call and doesn't cost anything.  If the tech is sent out based on a test failure, its no cost to you as well.  Just a matter of asking for a signal check on the modem.

The firmware is worth updating, otherwise you will see dead LAN ports from time to time.  Restarting the modem temporarily solves that, at least until the next failure, but the updated firmware will take care of that problem.

[Gdkitty]

Ok, thats a bunch of hooey if the person said that there was nothing wrong with the signal.

TECHNICALLY +/- 10 signal level is just within specs.. but still very poor.. and can cause a lot of issues.

That you did have some channels OUTSIDE of the -10 range, should have been more than enough for them to send a tech out.

I agree with datalink, and contact @CommunityHelps 
They should be able to set up a visit, etc for you.

It wouldnt suprise me, that with the poor signal, that it is why you didnt get the new firmware update.

[Datalink]

"thats a bunch of hooey", lol, thats much more polite than what I was thinking 🙂

[ablatt]

Your downstream signals are out of the acceptable range stated by Rogers themselves which is -10 to +10.  On that basis alone they should at least send a tech to see if the problem is at your location, or somewhere beyond. 

If you ask CommunityHelps or a telephone tech what the acceptable range is, then they should acknowledge you need a tech, and send one.

If you have a neighbour who has Rogers whom you can check with, compare their signal levels with yours and see if they are similar.  If so, then the problem most likely is not with your modem, or line.  If the problem is area-wide, the tech will have to refer the issue to Maintenance as they are not equipped to deal with it.

[nl2]

Thank you to everyone for helping me with my internet connection issues. I chatted with support and a tech came by this morning. After replacing all the connectors from a demarcation box on the side of my house to my modem, the signals remain low but fell within the standard for acceptable range. No change in speedtest results (700mbps down). Actual download was still capped to 1-2 MBps.

A test cable was install directly from the tap down the street to my modem and the signals seemed stronger (+10, 40). For the first time ever, Rogers speedcheck dropped to 40 mbps down. Now Rogers can no longer rest on the laurels of speedtest results.

My case has been referred to maintenance and will be handled within 48 hours. They will check all the boxes in my neighboorhood. The ball is in my court to follow up if internet service does not improve after 48 hours.

[kgilbert001]

Cable modem is randomly dropping its connection to Rogers, rebooting into a lower speed transmission mode or not working at all, then coming back up again randomly to full speed. I have had the Rogers technician out twice and he reduced the number of splitters in the box and changed out an internal cable. The problem temporarily went away (for a few hours) and then returned. I am reasonably convinced that there is an intermittent short in the main line to the house, but they refuse to do anything about it. This is driving me and my family bonkers since we randomly lose internet connectivity. What the heck can I do?

[theworldofshady]

Hitron Rogers Ignite box is continually stuck with "No ranging" and the "T3" connection problems this morning @ M5V 3V5. Phone support said there is a service interruption. I noticed slow speeds this morning and tried rebooting, but now I get no speeds. Any warning at all before "Service interruptions" occur would be cool.

[nl2]

I see these critical priority DOCSIS Event log entries repeatedly. Are these an indication of why the latency is ~40ms in speed check?

No Ranging Response received - T3 time-out;