CGN3 keeps rebooting itself

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I've Been Here Awhile
Posts: 3

Re: CGN3 keeps rebooting itself

I'm having issues of lossing my internet connection a few times per week. The software version is 4.5.8.16. I've pasted the DOCSIS WAN table and Software Version below. The Harware Version is 1A. Does anyone have any suggestion? Thank you in advance!

 

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 657000000 256QAM 0.700 131 38.983
2 591000000 256QAM 2.200 121 38.983
3 597000000 256QAM 2.400 122 38.983
4 603000000 256QAM 2.500 123 38.983
5 609000000 256QAM 2.200 124 38.983
6 615000000 256QAM 1.900 125 38.605
7 621000000 256QAM 1.700 126 38.983
8 633000000 256QAM 1.400 127 38.605
9 639000000 256QAM 1.200 128 38.983
10 645000000 256QAM 0.800 129 38.983
11 651000000 256QAM 0.600 130 38.983
12 663000000 256QAM 0.800 132 38.605
13 669000000 256QAM 0.400 133 38.605
14 675000000 256QAM 0.400 134 38.605
15 681000000 256QAM 0.600 135 38.605
16 687000000 256QAM 0.600 136 38.605
17 693000000 256QAM 0.600 137 38.605
18 699000000 256QAM 0.800 138 38.983
19 705000000 256QAM 1.100 139 38.983
20 711000000 256QAM 1.200 140 38.605
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID BandWidth
1 30596000 ATDMA - 64QAM 38.500 2 6400000
2 23700000 ATDMA - 64QAM 38.750 3 6400000
3 38596000 ATDMA - 64QAM 38.500 1 3200000
Software Version

4.5.8.16

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Retired Moderator
Retired Moderator
Posts: 571

Re: CGN3 keeps rebooting itself

Hello @Fabian14,

 

Welcome to the Community!

 

Can you please explain what issues you are having with your Internet service? Do you have more than one device and are you connected via WiFi? When you say you are losing connection, are you referring to your modem disconnecting altogether or just losing WiFi connectivity? Have you spoken to tech support already and gone through standard troubleshooting? Please provide more details. @Datalink, please feel free to chime in. 

 

Thanks, 

RogersHassam 

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Resident Expert
Resident Expert
Posts: 6,861

Re: CGN3 keeps rebooting itself

The signal levels and signal to noise ratios all look good.  If there is something going on, signal wise, its not showing up in that data set.  If you could provide a few more details as to what happens when you lose connectivity, that would help.  Is that for both ethernet and wifi connected devices?  Does the modem reboot or keep running?  And, what do you do to solve the situation?



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I've Been Here Awhile
Posts: 3

Re: CGN3 keeps rebooting itself

Hello,

The issue appears to be solved. A technician was sent home, who concluded that there probable was too much noise in the cable feeding the modem. He changed the cable feeding the modem, and the problem appears to have been solved with that.

Thank you!

 

View solution in original post

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Resident Expert
Resident Expert
Posts: 6,861

Re: CGN3 keeps rebooting itself

Ah, ok.  In that case, your ethernet speedtest results should be above your internet plan, with Rogers speedboost kicking in.  Try running an ethernet connected speedtest at http://speedcheck.rogers.com/en.html or the www.speedtest.net Toronto Telus server, just to ensure that everything has gone according to plan. 



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I've Been Here Awhile
Posts: 3

Re: CGN3 keeps rebooting itself

When I had the issue, the modem kept running until I rebooted it manually. All connected devices lost the internet connection. It has been working properly since the cable feed was changed.

Thank you!

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Retired Moderator
Retired Moderator
Posts: 571

Re: CGN3 keeps rebooting itself

@Fabian14, Glad the issue is resolved. Thanks for the update. 

 

@Datalink, Thanks for jumping in as always 🙂

 

RogersHassam 

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I've Been Here Awhile
Posts: 3

Re: CGN3 keeps rebooting itself

Sorry to bring up an old forum post, but I am in need of some help. For the past few months, I've had very unconsistant internet connection with my CGN3ACSMR modem. Tried replacing it with another twice, maybe three times but always get the same results. It happens at very random times but the modem will drop connection and then begin a restart on itself.

 

Here's an example. Last night I was streaming the Jays game (go Jays go) for a few innings, and then the stream stopped. I looked at the modem and within 5-10 seconds the UL, DL and @ symbols on the modem disappear but both 2.4G and 5G wifi connections stay running. Until the modem resets itself, I am basically connected to the modem with no internet connection. I've had several Techs come to my house and the results are always the same: everything appears fine on their end when they are at my house. The latest Tech that came to my house said the connection coming in the house seems fine. The modem is in my bedroom on a stand, nowhere near a TV or the sort that would cause distortion. I've tried moving the modem to another room, plugging in a different outlet but can't figure out what is causing this random connection drop. I'm starting to think maybe it's one of my devices but I hope someone can chime in here to help. 

 

Software version is 4.5.8.22

 

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 663000000 256QAM 2.000 25 38.983
2 561000000 256QAM 1.800 9 40.366
3 567000000 256QAM 1.800 10 40.366
4 573000000 256QAM 1.900 11 40.366
5 579000000 256QAM 2.300 12 40.366
6 585000000 256QAM 2.200 13 40.366
7 591000000 256QAM 2.000 14 40.366
8 597000000 256QAM 2.500 15 40.946
9 603000000 256QAM 2.100 16 40.366
10 609000000 256QAM 2.500 17 40.946
11 615000000 256QAM 2.000 18 40.366
12 621000000 256QAM 1.400 19 40.366
13 633000000 256QAM 2.300 20 40.366
14 639000000 256QAM 2.200 21 38.983
15 645000000 256QAM 1.500 22 40.366
16 651000000 256QAM 1.300 23 38.983
17 657000000 256QAM 2.100 24 40.366
18 555000000 256QAM 1.500 40 40.946
19 669000000 256QAM 2.300 26 38.983
20 675000000 256QAM 3.200 27 40.946
21 681000000 256QAM 3.100 28 40.366
22 687000000 256QAM 3.400 29 40.366
23 693000000 256QAM 3.600 30 40.366
24 699000000 256QAM 4.000 31 40.366
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID BandWidth
1 38596195 ATDMA - 64QAM 43.750 3 3200000
2 30596000 ATDMA - 64QAM 43.750 1 6400000
3 23700000 ATDMA - 64QAM 43.750 2 6400000

 



 

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Moderator
Moderator
Posts: 1,797

Re: CGN3 keeps rebooting itself

 

Hello, @DiannaQ1

 

Welcome to the Rogers Community Forums! Smiley Happy

 

Thank you for posting your concern in the Community. I appreciate all the details of your post. Both the Downstream and Upstream signal levels at your modem are good. So we can rule out the signal as the potential cause of the reboot. We have seen quite a few times in our forum a local network device causing the modem to reboot. Do you have a USB WiFi adapter in use on your network?

 

Cheers,

RogersMoin

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I've Been Here Awhile
Posts: 3

Re: CGN3 keeps rebooting itself

I figured it out.

 

Assuming it was one of my devices, I disabled wifi on them one-by-one but the problem was still persisting. My next thought was my cabling coming into the house (since the last tech that came over said the signal coming in was fine). Looked around the outside of my house and everything looked fine from what I could tell. I looked in my breaker panel box, saw the cable coming from the outside of the house runs into a splitter (which seemed old). Replaced the splitter and voila!

 

Thanks for helping