[CGN3ACSMR] Connection dropping daily over last two weeks? Bad signal strength (dBmV)?

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I Plan to Stick Around
Posts: 12

[CGN3ACSMR] Connection dropping daily over last two weeks? Bad signal strength (dBmV)?

For some reason over the last two weeks I am encountering frequent disconnections. 

 

I'm using a CGN3ACSMR with 4.5.8.21 - DOCSIS WAN details below... is my Signal strength (dBmV) bad? 

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1615000000256QAM-16.6001133.063
2561000000256QAM-16.600233.377
3567000000256QAM-16.300333.834
4573000000256QAM-16.400433.834
5579000000256QAM-16.300533.377
6585000000256QAM-16.700633.377
7591000000256QAM-16.900733.063
8597000000256QAM-16.800833.063
9603000000256QAM-16.600933.377
10609000000256QAM-16.4001033.377
11555000000256QAM-16.700133.487
12621000000256QAM-16.1001233.834
13633000000256QAM-16.7001333.377
14639000000256QAM-17.3001432.676
15645000000256QAM-17.7001532.321
16651000000256QAM-18.2001631.915
17657000000256QAM-18.2001731.994
18663000000256QAM-18.5001831.915
19669000000256QAM-18.4001931.915
20675000000256QAM-18.3002031.616
21681000000256QAM-17.8002132.321
22687000000256QAM-17.2002232.585
23693000000256QAM-17.3002332.585
24699000000256QAM-16.9002433.063
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandWidth
138595844ATDMA - 64QAM56.00033200000
Retired Moderator RogersPrasana
Retired Moderator
Posts: 624

Re: [CGN3ACSMR] Connection dropping daily over last two weeks? Bad signal strength (dBmV)?

Hi @TyWilliamsCA

 

Welcome to the Community Forums! Smiley Happy

 

Are the disconnections when you're connected directly or over WiFi?

 

Our Resident Experts @Datalink @Gdkitty can provide some insight here.

 

 

@RogersPrasana

 

 

 

Resident Expert
Resident Expert
Posts: 6,152

Re: [CGN3ACSMR] Connection dropping daily over last two weeks? Bad signal strength (dBmV)?

Yup, you have cable or connector issues.  Your downstream signals are below the DOCSIS operating range, which is -15 dBmV and the signal to noise ratios are bad.  Worse yet is that you only have one upstream channel instead of three.  So, you're in a bad way for data running from the node to the modem and vice versa.  

 

Call tech support and ask the CSR to run a signal check on the modem.  Indicate that you only have one upstream channel running.  The test will or should fail automatically and that will lead to a tech arriving at your home fairly quickly.  

 

The normal cable signal levels are 0 dBmV for the downstream with a signal to noise ratio of 36 to 40 dB.  The upstream is usually in a 36 to 40 dBmV range. 

 

When the tech has completed his or her work, can you repost the signal levels to see how they finally turned out.  Sometimes this takes more than one visit if the problem originates further upstream.

 



I Plan to Stick Around
Posts: 12

Re: [CGN3ACSMR] Connection dropping daily over last two weeks? Bad signal strength (dBmV)?

Thanks @Datalink

 

I'll give them a call now - my levels are now around -17 😞 

I Plan to Stick Around
Posts: 12

Re: [CGN3ACSMR] Connection dropping daily over last two weeks? Bad signal strength (dBmV)?

Updated #'s below after a tech came out who gave me a better splitter and sent a ticket because the signal from the box was low so it could affect upto 8 other homes. 

 

When I replaced the splitter last night (one two way for another two way) I went to -14, and only one upstream channel - WAN did drop over night. Today when I got home I am seeing this after resetting the modem. So I think this is good buttttttt now my HDTV picture scrambles and freezes every so often? WAN hasn't dropped yet though (i also factory reset modem for the fun of it)

 

To add, I mapped my cables throughout the home and have two lines coming in, one goes to the hdtv box on a 50ft run. The other is on a 100ft, split at the end into the modem, and another HDTV. Is 100ft too long? 

 

I lied, one more thing - thanks for the specific advice on what I should say to the agent @Datalink. Support asked how they could help, I read your comment and within 5 minutes a tech was scheduled two days later. They said the ticket should get actioned within the week, but since I saw the improvement maybe they already did it? If so, not shabby at all Robot tongue

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1693000000256QAM-9.0002337.356
2561000000256QAM-8.400237.636
3567000000256QAM-8.300338.605
4573000000256QAM-8.300437.636
5579000000256QAM-8.300537.356
6585000000256QAM-8.200637.636
7591000000256QAM-8.200738.605
8597000000256QAM-8.100837.636
9603000000256QAM-8.000937.636
10609000000256QAM-7.8001037.636
11615000000256QAM-8.1001137.636
12621000000256QAM-7.9001238.983
13633000000256QAM-8.3001337.636
14639000000256QAM-8.5001437.356
15645000000256QAM-9.0001537.636
16651000000256QAM-9.2001637.636
17657000000256QAM-9.4001737.636
18663000000256QAM-9.6001837.356
19669000000256QAM-9.4001937.636
20675000000256QAM-9.5002037.356
21681000000256QAM-9.3002137.356
22687000000256QAM-9.1002237.356
23555000000256QAM-8.300138.605
24699000000256QAM-8.9002437.636
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandWidth
123700000ATDMA - 64QAM50.00026400000
238595649ATDMA - 64QAM50.00033200000
330596000ATDMA - 64QAM50.00016400000
Resident Expert
Resident Expert
Posts: 6,152

Re: [CGN3ACSMR] Connection dropping daily over last two weeks? Bad signal strength (dBmV)?

@TyWilliamsCA, your signal levels are improved, but, they're still terrible.  I doubt that maintenance has had a chance to complete the required work.  The signal levels are basically near the bottom limit of Rogers downstream range, and very near Rogers upper limit on the upstream.  Keep an eye on them to see if the downstream rises to somewhere around 0 dBmV and the upstream drops into its normal 36 to 40 dBmV range.  If you see no substantial movement towards those indicated levels in the next few days, call back in:

 

1.  ask for another signal check due to those signal levels;

2.  indicate that your tv occasionally freezes, which is an indication of signal problems (and that you're not a

     happy camper as a result);

3.  indicate that there was a very recent visit that resulted in an open ticket for you and your neighbors due to

     the signal levels and enquire on the status of the ticket.  If you can get the ticket number for future reference,

     all the better.  

 

In terms of mapping the cables, are those the RG-6 or ethernet cabling?  The last tech that I spoke with had a Fluke cable tester which could measure the length of the RG-6 cabling.  If might do ethernet as well, not sure at this point.  In any event thats very handy for finding cable faults and measuring cable runs, end to end.  If those are the RG-6 cable lengths that you are indicating, and a tech happens to come back in for any reason, ask him or her to measure the cable lengths for you, just so you know how long they are.  You will have to unplug the end devices first, but doing that test would only take a minute or two if the tech has a cable tester with him or her.

 

I don't think 100 ft will cause any issues.  The tech will measure the signal levels at the cable ends and ensure that they are adequate for the attached device.  If they aren't, its possible that the tech would add a signal amplifier for the HDTVs.  The internet modem usually runs on a non-amplified path which prevents any packet loss that would be seen in an amplified path.  Typically, the high signal level transmitted by the neighborhood node, which is offset by all of the cable and connector losses reaching your modem and nextbox will result in correct signal levels at those devices, without the aid of a signal amplifier.  From time to time equipment at the neighborhood node and cabling require some TLC to get them back to their designed operating specs.  

 

So, hopefully those signal levels will move considerably in the right direction over the next few days.  If not, call back in, and keep calling back in if necessary.  Put tech support on speed dial and don't hesitate to use it if necessary.  Hopefully the ball is rolling and the required work will be completed fairly soon.



I Plan to Stick Around
Posts: 12

Re: [CGN3ACSMR] Connection dropping daily over last two weeks? Bad signal strength (dBmV)?

Interesting....

Rogers says my signal is great... so long as its between 0 and -10 dBmV?

They are going to monitor, and asked me to monitor the TV signal to see if it continues to have freezing\stuttering.
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Resident Expert
Resident Expert
Posts: 6,152

Re: [CGN3ACSMR] Connection dropping daily over last two weeks? Bad signal strength (dBmV)?

Speed dial is your friend in cases like this.  If and when the tv freezes or pixelates, call in every time if you can.  Yup, its a pain, but it will soon get the point across that although the signal levels are "within" the operational envelope, they're still causing problems.  Keep an eye out over the next week for those levels to move to where they should be.   Encourage your neighbors to call in as well if they're seeing issues on their computers and tv's.