Ignite service disconnecting every few minutes!!

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Resident Expert
Resident Expert
Posts: 6,872

Re: Ignite service disconnecting every few minutes!!

At the present time, thats the correct answer to the problem.  Hopefully a maintenance crew can find the problem relatively quickly.  Did the tech raise a ticket or work order on the spot, and if so, do you happen to have the ticket number that you can use to call in and inquire on the progress?  

 

I was going to comment that I'm not happy with your ping test results.  The normal average for a ping to the CMTS should be in the 8 to 13 milli-second range, with a handful of lost packets over the course of a 24 hour ping test.  So, results like yours are either due to an issue between the CMTS and the modem, including the neighbourhood node, or perhaps a loading issue with the test device.  With no other application running on a pc or laptop, I don't expect to see latency spikes as shown in your results. Just depends on the processor, memory and hard drive data rates of the test device.

 

What modem do you happen to have, the Arris TG-3482ER or the Technicolor CGM-4140COM?  The model number is on the bottom of the modem.  



Highlighted
I Plan to Stick Around
Posts: 9

Re: Ignite service disconnecting every few minutes!!

He didn't provide me with the ticket number, so I also don't know when it will be resolved. But crossing my fingers.

I have the Technicolor.

Just hopeful this nightmare is resolved sooner rather than later. Wish more neighbours would log their issues
Highlighted
Resident Expert
Resident Expert
Posts: 6,872

Re: Ignite service disconnecting every few minutes!!

Don't be complacent now that a ticket was raised.  Call in at least once a week to check on the progress, even if you don't have the ticket number at the present time.  Get tech support to dig up the ticket number.  Maybe it was raised against your account?  Don't know how Rogers deals with area wide tickets, but, tech support should be able to track it down. 



Highlighted
I Plan to Stick Around
Posts: 9

Re: Ignite service disconnecting every few minutes!!

Oh you can believe I'll be calling 2-3x during the week to find out if I don't see an improvement.

For all we know, it could be some negligent construction work that damaged a line, and they didn't even realize it.

Appreciate the help & support!
Highlighted
I Plan to Stick Around
Posts: 9

Re: Ignite service disconnecting every few minutes!!

Here's hoping all my problems are rectified today as maintenance is here doing some work this morning!
Highlighted
Resident Expert
Resident Expert
Posts: 6,872

Re: Ignite service disconnecting every few minutes!!

Working on the local tap at the pedestal or nearby utility pole?



Highlighted
I Plan to Stick Around
Posts: 9

Re: Ignite service disconnecting every few minutes!!

Both.

He identified it as a problem with the power supply that was "bleeding AC into the DC"?

He replaced it...so far so good, but I'm going to run the ping test as you had suggested before
Highlighted
Resident Expert
Resident Expert
Posts: 6,872

Re: Ignite service disconnecting every few minutes!!

Can you repost the signal levels and codeword table again, just to see what, if anything has changed.  I suspect that the codeword table would require a modem restart to clear the data, unless there's a function to clear the table data in the user interface. 



Highlighted
I Plan to Stick Around
Posts: 9

Re: Ignite service disconnecting every few minutes!!

Of course, again, can't say thanks enough for all the assistance here.

 

First thing I did after he left was reboot the modem lol

 

IndexLock StatusFrequencySNRPower LevelModulation

Downstream
Channel Bonding Value
19
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
20
21
22
23
24
25
26
27
28
29
30
31
32
33
 
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
669 MHz
279 MHz
849 MHz
855 MHz
861 MHz
579 MHz
585 MHz
591 MHz
597 MHz
603 MHz
609 MHz
615 MHz
621 MHz
633 MHz
639 MHz
645 MHz
651 MHz
657 MHz
663 MHz
675 MHz
681 MHz
687 MHz
693 MHz
699 MHz
705 MHz
711 MHz
717 MHz
723 MHz
825 MHz
831 MHz
837 MHz
843 MHz
350 MHz
275600000
40.4 dB
40.2 dB
40.9 dB
40.8 dB
40.6 dB
40.3 dB
40.3 dB
40.4 dB
40.5 dB
40.4 dB
40.5 dB
40.2 dB
40.3 dB
40.7 dB
40.5 dB
40.7 dB
40.5 dB
40.3 dB
40.3 dB
40.0 dB
40.4 dB
40.1 dB
39.6 dB
38.4 dB
37.0 dB
38.5 dB
39.3 dB
40.0 dB
41.3 dB
41.3 dB
41.1 dB
41.2 dB
39.5 dB
NA
5.8 dBmV
3.1 dBmV
5.7 dBmV
5.3 dBmV
4.8 dBmV
5.5 dBmV
5.7 dBmV
5.9 dBmV
6.0 dBmV
6.1 dBmV
5.9 dBmV
5.8 dBmV
5.8 dBmV
6.3 dBmV
6.4 dBmV
6.6 dBmV
6.5 dBmV
5.9 dBmV
5.9 dBmV
5.7 dBmV
5.7 dBmV
5.5 dBmV
5.5 dBmV
4.8 dBmV
3.8 dBmV
4.6 dBmV
4.8 dBmV
4.7 dBmV
6.7 dBmV
6.6 dBmV
6.3 dBmV
6.0 dBmV
3.5 dBmV
NA
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM
OFDM

 

IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type

Upstream
Channel Bonding Value
1
2
3
4
Locked
Locked
Locked
Locked
22 MHz
25 MHz
30 MHz
36 MHz
2560
2560
5120
5120
42.8 dBmV
42.5 dBmV
42.3 dBmV
42.3 dBmV
QAM
QAM
QAM
QAM
TDMA_AND_ATDMA
TDMA_AND_ATDMA
ATDMA
ATDMA

 

IndexUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords

CM Error Codewords
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
68081894
252032693
252305620
252298432
252281802
251994247
251994509
251999564
252001198
252006234
252013128
252021192
252028898
252036747
252044002
252051746
252059552
252063876
252072729
252077443
252080611
252092279
252096238
252103104
252114907
252113139
252125289
252126008
252437620
252443797
252445025
252442561
68081894
52748159
572
8291
18673
40219
1100
961
851
890
950
1072
475
715
958
1122
456
1020
868
1276
1150
1741
1264
3601
832
828
1356
6072
15524
2051
2352
2943
4886
52748159
309
2374
5107
5247
5679
3147
2157
2656
2652
2678
3174
2352
2648
2705
2638
2374
3703
2633
3793
3127
7381
5870
18388
2606
3132
5612
30827
80298
4501
4467
4448
4389
309

 

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Reply from 99.233.28.1: bytes=32 time=9ms TTL=63
Reply from 99.233.28.1: bytes=32 time=12ms TTL=63
Reply from 99.233.28.1: bytes=32 time=12ms TTL=63
Reply from 99.233.28.1: bytes=32 time=10ms TTL=63
Reply from 99.233.28.1: bytes=32 time=10ms TTL=63
Reply from 99.233.28.1: bytes=32 time=14ms TTL=63
Reply from 99.233.28.1: bytes=32 time=42ms TTL=63
Reply from 99.233.28.1: bytes=32 time=9ms TTL=63
Reply from 99.233.28.1: bytes=32 time=12ms TTL=63
Reply from 99.233.28.1: bytes=32 time=10ms TTL=63
Reply from 99.233.28.1: bytes=32 time=10ms TTL=63
Reply from 99.233.28.1: bytes=32 time=9ms TTL=63
Reply from 99.233.28.1: bytes=32 time=9ms TTL=63
Reply from 99.233.28.1: bytes=32 time=9ms TTL=63
Reply from 99.233.28.1: bytes=32 time=10ms TTL=63
Reply from 99.233.28.1: bytes=32 time=12ms TTL=63
Reply from 99.233.28.1: bytes=32 time=44ms TTL=63
Reply from 99.233.28.1: bytes=32 time=10ms TTL=63
Reply from 99.233.28.1: bytes=32 time=9ms TTL=63
Reply from 99.233.28.1: bytes=32 time=11ms TTL=63
Reply from 99.233.28.1: bytes=32 time=49ms TTL=63
Reply from 99.233.28.1: bytes=32 time=12ms TTL=63
Reply from 99.233.28.1: bytes=32 time=10ms TTL=63
Reply from 99.233.28.1: bytes=32 time=11ms TTL=63
Reply from 99.233.28.1: bytes=32 time=9ms TTL=63
Reply from 99.233.28.1: bytes=32 time=11ms TTL=63
Reply from 99.233.28.1: bytes=32 time=24ms TTL=63
Reply from 99.233.28.1: bytes=32 time=13ms TTL=63
Reply from 99.233.28.1: bytes=32 time=10ms TTL=63
Reply from 99.233.28.1: bytes=32 time=9ms TTL=63
Reply from 99.233.28.1: bytes=32 time=11ms TTL=63
Reply from 99.233.28.1: bytes=32 time=15ms TTL=63
Reply from 99.233.28.1: bytes=32 time=11ms TTL=63
Reply from 99.233.28.1: bytes=32 time=9ms TTL=63
Reply from 99.233.28.1: bytes=32 time=9ms TTL=63
Reply from 99.233.28.1: bytes=32 time=10ms TTL=63
Reply from 99.233.28.1: bytes=32 time=10ms TTL=63
Reply from 99.233.28.1: bytes=32 time=8ms TTL=63
Reply from 99.233.28.1: bytes=32 time=11ms TTL=63
Reply from 99.233.28.1: bytes=32 time=10ms TTL=63
Reply from 99.233.28.1: bytes=32 time=10ms TTL=63
Reply from 99.233.28.1: bytes=32 time=10ms TTL=63
Reply from 99.233.28.1: bytes=32 time=10ms TTL=63
Reply from 99.233.28.1: bytes=32 time=10ms TTL=63
Reply from 99.233.28.1: bytes=32 time=16ms TTL=63
Reply from 99.233.28.1: bytes=32 time=9ms TTL=63
Reply from 99.233.28.1: bytes=32 time=10ms TTL=63
Reply from 99.233.28.1: bytes=32 time=40ms TTL=63
Reply from 99.233.28.1: bytes=32 time=11ms TTL=63
Reply from 99.233.28.1: bytes=32 time=12ms TTL=63
Reply from 99.233.28.1: bytes=32 time=10ms TTL=63
Reply from 99.233.28.1: bytes=32 time=10ms TTL=63
Reply from 99.233.28.1: bytes=32 time=10ms TTL=63
Reply from 99.233.28.1: bytes=32 time=11ms TTL=63
Reply from 99.233.28.1: bytes=32 time=12ms TTL=63
Reply from 99.233.28.1: bytes=32 time=14ms TTL=63

Ping statistics for 99.233.28.1:
Packets: Sent = 3600, Received = 3593, Lost = 7 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 4ms, Maximum = 126ms, Average = 12ms