Hi @cgould1985-2,
We have not recieved any PM from you. I just checked the inbox for @CommunityHelps. I’m going to send you a private message from @CommunityHelps, when you receive it please check our messages via the envelope icon which appears in the top right hand side of your screen when you are logged into the forums.
Thanks,
RogersHassam
Can you repost the signal levels for both downstream and upstream. The previous signal levels weren't bad, so its a bit perplexing as to why you are having problems. Those tables are in the STATUS..... DOCSIS WAN page of the modem's user controls / inteface. Did you have any success with a new network card and swapping the ethernet cable?
Just as a side note, the best time to call tech support is when there is a service outage. The question at that point is whether or not the CSR can communicate with the modem, and if not, whats the source of the problem, the modem or neighborhood node?
Those levels should be ok. Is your internet working thru the modem at this time, or are you experiencing an outage and posting via smartphone?
When you called in during the outage, was the CSR able to communicate with the modem at all, or was the modem not available to him or her?
If this is the second CGN3ACSMR, can you check the firmware version listed on the STATUS page. I'm wondering if you're on the base firmware version which is 4.4.8.14, or if you happen to have 4.5.8.16 loaded yet. 4.4.8.14 is very problematic and will complicate any troubleshooting.
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RogersMaude
First question, please have a look at the product sticker at the back of the modem and let me know which modem you have, CGN3, CGN3ACR, CGN3ACSMR, CGN2, DPC-3825.
2. If its a CGN3 series modem, please log into the modem and confirm which Software (firmware) version is loaded, as seen on the Status page that comes up when you log in. If you have the modem in Bridge mode with your router running, use 192.168.100.1 to log into the modem, thru your router. You don't have to rip apart your network by using that address. If you are running the modem in Gateway mode, ie as a modem and router, you can use either 192.168.0.1, or 192.168.100.1.
3. Navigate to the STATUS ...... DOCSIS EVENT page and have a look for one of the following sequences:
a. CMTS-MAC=00:17:10 which indicates that you are connected to a Casa Systems Cable Modem Termination System (CMTS), or;
b. any of the following which indicates that you are connected to a Cisco Systems CMTS.
1. CMTS-MAC=00:05:00
2. CMTS-MAC=00:12:43
3. CMTS-MAC=00:14:f1
4. CMTS-MAC=00:1f:ca
5. CMTS-MAC=e0:2f:6d Note: there may be other Cicso MAC addresses
as well which are not on this list yet.
Please let me know if you have the CMTS-MAC=00:17:10 sequence in your DOCSIS EVENTS log. You may need to request the trial version 4.5.8.21 if you are connected to the Casa Systems CMTS, which that sequence indicates and you have a CGN3ACSMR. If that is the case, please see the following linked page and follow the @CommunityHelps link to their public page. On the right hand side is another link to "Send this user a private message" Fill out the topic line as indicated in this thread and your HFC MAC address from the Status page in the text area along with your update request. Its already addressed, so when ready, hit SEND.
If it is the case that you have a CGN3ACSMR connected to a Casa Systems CMTS, request the updated firmware version and don't swap the modem. Most likely this combination is what is causing the current problem. This is a new issue where the Casa CMTS equipment is replacing the current Cisco CMTS equipment in order to run gigabit service. Some incompatibility has come up, requiring the updated firmware version to resolve the issue.
I run an Asus RT-AC68U, so, I believe that your router should also be able to enable or disable IPV6. If you have IPV6 enabled and have any issues with address resolution or web pages that won't load, consider disabling IPV6 for a period of time until all of the network IPV6 issues are worked out.
Hope this helps.
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RogersMaude
Ok, the problem is the combination of the Casa CMTS which supports gigabit service and the CGN3ACSMR. Firmware version 4.5.8.21 will resolve that.
4.4.8.14 is the original firmware for that modem and its terrible for gaming, VOIP phones, VPNs and any other latency intolerant application or device. 4.5.8.16 resolved those issues.
As a quick check, you could navigate to the STATUS ..... DOCSIS WAN page, copy the downstream and upstream tables and paste them into a post so that I can have a quick look at them. The copy and paste process will paste in the text contents of the tables. Those are the cable signal levels. If they are ok, then you shouldn't need a tech.
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RogersMaude
I would say you're good. The downstream are a little low, but tightly grouped, Signal to Noise is good as are the upstream levels. The downstream ideal level is 0 dBmV, so at -3/-4, you're good.
The only thing that could happen is that there is a very fast transient on the cable, which drops the levels and then comes back up immediately. That could be water ingress into an underground cable, or maybe the wind blowing around a cracked cable running overhead to a utility pole. If that was the case, especially with an overhead cable, the tech should be able to recognize the overall condition of the cable and decide if it needs replacing or not. My bet is the Casa CMTS and CGN3ACSMR at this time.
The downstream signal levels and signal to noise ratios are good. The upstream is a disaster. You only have two channels instead of three, so you must be seeing slower than usual data rates, and the remaining two channels are very near the failure points. Did the third channel data not paste into the post?
Call tech support and have the CSR run a signal check. With only two channels running, the check should return an automatic failure and you should see a tech out to your home tomorrow, or as you arrange that with the CSR.
How are you running that speedtest, ethernet or wifi? And, what browser and test server are you using. I've seen some strange results posted recently which included both http://speedcheck.rogers.com/en.html and speedtest.net. Speedtest has recently started a beta test for those users who are not running Flash on their pc. I've been directed to servers in Ontario and the first speedtest has usually been terrible. If I rerun the speedtest at the same site right away, it will turn out much improved.
So, to get around that I use Chrome to run a test using the speedtest.net Toronto Telus server. I force the use of the Toronto Telus server so that speedtest doesn't choose a server for me that has a lower capacity, in terms of high data rates.
Looking back at the posts, I see that you're running the router with IPV6 enabled. Just for the heck of it, try disabling IPV6 in the router, reboot the router, then the pc or laptop and then try an ethernet connected test with the Speedtest.net Toronto Telus server using Firefox if you have Flash loaded, or use Chrome. For the pc or laptop, if its running windows, after the router reboot is complete, you can simply bring up a command prompt and type:
ipconfig/release
ipconfig/renew
Run that instead of rebooting the pc or laptop to save time.
The updated firmware will solve the reboots required to restart dead LAN ports.
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