CGN3 - Sporadic random disconnect/reconnects

Need Help?

That's what we're here for! The goal of the Rogers Community is to help you find answers on everything Rogers. Can't find what you're looking for? Just ask!
cancel
Showing results for 
Search instead for 
Did you mean: 
Reply
I've Been Here Awhile
Posts: 3

Re: CGN3 - Sporadic random disconnect/reconnects

Hi, had hitron CGN3 recently replaced as the old one was having signal issues - dropped signals ..etc.  Rogers tech tested our line and modem - solution was to add a booster to the line and replace the modem with the same hitron CGN3.

 

We are still having issue with dropped wifi signal - numerous times a day.  Speed is pretty good

 

Any recommendations?   

Resident Expert
Resident Expert
Posts: 5,811

Re: CGN3 - Sporadic random disconnect/reconnects

@blexann, can you have a look at the back of the modem, specifically the modem model sticker.  It will read one of CGN3, CGN3ACxxxx, CGNM-3552.  There are numerous CGN3xxx modem models in use with Rogers, just want to determine which model you have.

 

If you have time, can you also log into the modem and determine which firmware (software) version is loaded?  It will be indicated on the Status page which is displayed when you log into the modem. 

 

Please read thru the following post regarding wifi settings and checking your wifi environment to determine the best operating channels and give that a go if you already haven't done so.  All it takes is for one of your neighbors to bring home a new modem or router and set it up to run on the same channels as you.  So, if you haven't done so recently, its worth checking to see who else in the neighborhood is using the same wifi channels as you and to determine if you can change to another channel. 

 

http://communityforums.rogers.com/t5/Internet/slow-wifi/m-p/398557#M46745



I've Been Here Awhile
Posts: 2

Re: CGN3 - Sporadic random disconnect/reconnects

Agree there is a huge problem with CGN3 rocket modem. Ever since I exchanged the modem for CGN2 the CGN3 has given us connectivity problems, disconnects and re-connection. Does not synchronize with our dlink extender or repeater like CGN 2 did. Recently we had a few guests over and they wanted to connect with our wifi. We managed to get them connected, however we at home all got disconnected. Dlink has confirmed this is the same modem used in SHAW and gives the same problems. and the WPS has to be turned OFF and most settings done manually.

I've Been Here Awhile
Posts: 2

Re: CGN3 - Sporadic random disconnect/reconnects

CGN3 which I recently swapped for CGN2 appears to have connectivity problems, disconnect & connects often and does not synchronize with our dlink extender using WPS on modem. If we connect guests they connect and we all disconnect. Can I swap this modem for the CODA. Will it work with my package ?

I'm Here A Lot
Posts: 5

Re: CGN3 - Sporadic random disconnect/reconnects

Constant rebooting with this modem. All the lights but the power switch is on. The power adapter is not hot. Rogers ran a signal test to the modem and everything was fine.. could it possibly be my signal strengths? I'm not sure what values they should be. I also replaced the modem twice.

 

Here are the WAN signals.

 

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Signal noise ratio (dB) Channel ID
1 633000000 256QAM -0.400 40.946 13
2 579000000 256QAM 0.000 40.946 5
3 585000000 256QAM 0.000 40.946 6
4 591000000 256QAM -0.200 40.946 7
5 597000000 256QAM -0.500 40.946 8
6 603000000 256QAM -0.500 40.366 9
7 609000000 256QAM -0.400 40.366 10
8 615000000 256QAM -0.400 40.946 11
9 621000000 256QAM -0.400 40.946 12
10 303000000 256QAM -1.200 40.946 1
11 639000000 256QAM -0.300 40.946 14
12 645000000 256QAM -0.400 40.946 15
13 651000000 256QAM -0.200 40.946 16
14 657000000 256QAM -0.100 40.366 17
15 663000000 256QAM -0.100 40.946 18
16 669000000 256QAM -0.400 40.946 19
17 675000000 256QAM -0.700 40.366 20
18 681000000 256QAM -0.700 40.946 21
19 687000000 256QAM -0.900 40.946 22
20 693000000 256QAM -0.800 40.366 23
21 699000000 256QAM -1.000 40.946 24
22 705000000 256QAM -1.000 40.366 25
23 711000000 256QAM -1.100 40.366 26
24 717000000 256QAM -1.500 40.946 27
Upstream Overview
Port ID Frequency (MHz) BandWidth Modulation Type Signal Strength (dBmV) Channel ID
1 30596000 6400000 ATDMA 39.500 1
2 38596000 3200000 ATDMA 41.250 3
3 23700000 6400000 ATDMA 39.500 2
Resident Expert
Resident Expert
Posts: 1,058

Re: CGN3 - Sporadic random disconnect/reconnects


@amazinganna wrote:

Constant rebooting with this modem. All the lights but the power switch is on. The power adapter is not hot. Rogers ran a signal test to the modem and everything was fine.. could it possibly be my signal strengths? I'm not sure what values they should be. I also replaced the modem twice.

 

Here are the WAN signals.

 

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Signal noise ratio (dB) Channel ID
1 633000000 256QAM -0.400 40.946 13
2 579000000 256QAM 0.000 40.946 5
3 585000000 256QAM 0.000 40.946 6
4 591000000 256QAM -0.200 40.946 7
5 597000000 256QAM -0.500 40.946 8
6 603000000 256QAM -0.500 40.366 9
7 609000000 256QAM -0.400 40.366 10
8 615000000 256QAM -0.400 40.946 11
9 621000000 256QAM -0.400 40.946 12
10 303000000 256QAM -1.200 40.946 1
11 639000000 256QAM -0.300 40.946 14
12 645000000 256QAM -0.400 40.946 15
13 651000000 256QAM -0.200 40.946 16
14 657000000 256QAM -0.100 40.366 17
15 663000000 256QAM -0.100 40.946 18
16 669000000 256QAM -0.400 40.946 19
17 675000000 256QAM -0.700 40.366 20
18 681000000 256QAM -0.700 40.946 21
19 687000000 256QAM -0.900 40.946 22
20 693000000 256QAM -0.800 40.366 23
21 699000000 256QAM -1.000 40.946 24
22 705000000 256QAM -1.000 40.366 25
23 711000000 256QAM -1.100 40.366 26
24 717000000 256QAM -1.500 40.946 27
Upstream Overview
Port ID Frequency (MHz) BandWidth Modulation Type Signal Strength (dBmV) Channel ID
1 30596000 6400000 ATDMA 39.500 1
2 38596000 3200000 ATDMA 41.250 3
3 23700000 6400000 ATDMA 39.500 2

@amazinganna

Signal looks great, can you try plugging the modem directly into the wall and bypass any power bars/surge protectors. 



I'm Here A Lot
Posts: 5

Re: CGN3 - Sporadic random disconnect/reconnects

Nothing. Keeps rebooting every ~4 hours or so. Removed the splitter and connected to coax cable straight to the wall, plugged the modem directly into the wall and not through a power strip and still constant rebooting... I also had rogers do a signal test and they told me everything looked good.

 

Here are the updated signal ratios after removing the splitter..

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Signal noise ratio (dB)Channel ID
1591000000256QAM2.90040.3667
2579000000256QAM3.30040.9465
3585000000256QAM3.20040.9466
4303000000256QAM2.10040.3661
5597000000256QAM2.70040.9468
6603000000256QAM2.60040.3669
7609000000256QAM2.80040.36610
8615000000256QAM2.90040.94611
9621000000256QAM2.90040.94612
10633000000256QAM3.10040.94613
11639000000256QAM3.10040.94614
12645000000256QAM3.00040.94615
13651000000256QAM3.00040.94616
14657000000256QAM3.00040.94617
15663000000256QAM3.10040.94618
16669000000256QAM2.80040.36619
17675000000256QAM2.30040.36620
18681000000256QAM2.30040.36621
19687000000256QAM2.30040.94622
20693000000256QAM2.50040.36623
21699000000256QAM2.40040.94624
22705000000256QAM2.20040.36625
23711000000256QAM2.10040.94626
24717000000256QAM1.40040.36627
Upstream Overview
Port IDFrequency (MHz)BandWidthModulation TypeSignal Strength (dBmV)Channel ID
1305960006400000ATDMA36.2501
2385960003200000ATDMA38.0003
3237000006400000ATDMA36.2502
I've Been Here Awhile
Posts: 4

Re: CGN3 - Sporadic random disconnect/reconnects

I have a CGN3 modem and randomly throughout a day, the up and down stream lights would go from blue indicating that it's on, to yellow, indicating that it dropped connection, then after a few minutes, it would go back to blue. This is very frustrating because I play competitive online games and it would ruin the experience whenever it goes out for a few minutes like this. I switched modem before and it still is happening, so I'm suspecting that it's the Coax Cable perhaps? Or something else, but definitely not the modem itself.

Moderator
Moderator
Posts: 427

Re: CGN3 - Sporadic random disconnect/reconnects

Hello @431145,

 

Welcome to the Rogers Community Forums!

 

I can completely understand how disruptive these modem disconnections can be especially during a competitive online game, I know I'd be pretty upset. =(

 

It's possible there could be a signal issue on the line but we'd need to run additional tests to be certain. In the meantime, can you confirm if the modem is connecting directly to the power socket or is it connecting through a power bar/surge protector? Is it possible to replace the coaxial cable connecting the modem to the coaxial outlet/splitter?

 

I would also like to tag in a few of our Resident Experts who always have useful insight into these type of issues, @Datalink, @Gdkitty, @gp-se.

 

We look forward to your response!

 

RogersTony 

Resident Expert
Resident Expert
Posts: 1,058

Re: CGN3 - Sporadic random disconnect/reconnects


@431145 wrote:

I have a CGN3 modem and randomly throughout a day, the up and down stream lights would go from blue indicating that it's on, to yellow, indicating that it dropped connection, then after a few minutes, it would go back to blue. This is very frustrating because I play competitive online games and it would ruin the experience whenever it goes out for a few minutes like this. I switched modem before and it still is happening, so I'm suspecting that it's the Coax Cable perhaps? Or something else, but definitely not the modem itself.


Can you log in to the modem and post the DOCSIS WAN stats. I would suggest calling Rogers when it goes down so they can see if this issue only affects your modem, or everyone else on your Tap (Neighbours). 



Topic Stats