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CGN3ACSMR Lan port

huh666
I Plan to Stick Around

When my GN3ACSMR loses its internet connection it will regain the connection  but the lan port "turns off".  The light on the front of the modem and on the lan port goes off and stays off.  I have tried all 4 ports and still encounter this issue.  Is it a problem with the modem?  Any ideas or suggestions.  The only way to resolve is to power cycle the modem.  Thank you.

232 REPLIES 232

Re: CGN3ACSMR Lan port

huh666
I Plan to Stick Around

@Datalink I have tried with and without a power bar, a new power bar, and different power outlet on a different breaker.  My wifi through my personal router (Netgear Nighthawk R7000) stays active but I am unable to access the CGN3ACSMR as it is in bridge mode and the lan port on it is "off" or "sleeping.  I have also tried bypassing my own router and plugging the lan cable into three different PC's (two have realtek Gigabit nics and one an Intel Gigabit nic).  The lan ports on the modem will become disabled after losing sync with nothing plugged in to them.  As I have mentioned I have Whole Home PVR and I get the same results wheteher the cable is running drectly to the modem or through the Rogers provided MOCA filter.  I have replaced lan cables and even the rg6 cable running to my modem. I have spent most of my spare time over the last week or so troubleshooting this and trying to eliminate anything on my end.   Which version of pingplotter do you recommend 4.12.0 seems to be the newest.  Should I select Professional, Standard, or Free?  They all appear to be free for 30 days.

 

Thank You again.  All of your help and suggestions are greatly appreciated.

Re: CGN3ACSMR Lan port

Just run the freebie version, unless you have any desire to run the pro version.  The freebie version will keep running after 30 days, which is what I run for now.  Maybe some day, I'll upgrade. 



Re: CGN3ACSMR Lan port

sm30
I Plan to Stick Around

@huh666 wrote:

@Datalink I have tried with and without a power bar, a new power bar, and different power outlet on a different breaker.  My wifi through my personal router (Netgear Nighthawk R7000) stays active but I am unable to access the CGN3ACSMR as it is in bridge mode and the lan port on it is "off" or "sleeping.  I have also tried bypassing my own router and plugging the lan cable into three different PC's (two have realtek Gigabit nics and one an Intel Gigabit nic).  The lan ports on the modem will become disabled after losing sync with nothing plugged in to them.  As I have mentioned I have Whole Home PVR and I get the same results wheteher the cable is running drectly to the modem or through the Rogers provided MOCA filter.  I have replaced lan cables and even the rg6 cable running to my modem. I have spent most of my spare time over the last week or so troubleshooting this and trying to eliminate anything on my end.   Which version of pingplotter do you recommend 4.12.0 seems to be the newest.  Should I select Professional, Standard, or Free?  They all appear to be free for 30 days.

 

Thank You again.  All of your help and suggestions are greatly appreciated.


I also am using the Modem without a power bar. This is my second modem and I have also tried connecting my laptop directly to the modem and it does not "wake up" so to speak.

 

Just like huh66, I also have Whole Home PVR and home phone services. I was told by everyone, tech support and service tech that it will not affect those services as it runs on a different frequency.

 

My setup has not changed in the last year, same computers, router and modem. Could it be Rogers released or sent out an upgrade recently? Or are these modems that they keep recycling to us faulty?

Re: CGN3ACSMR Lan port

sm30
I Plan to Stick Around

Sorry forgot to mention I have not been noticing any issues with my TV and home phone service.

Re: CGN3ACSMR Lan port

huh666
I Plan to Stick Around

@Datalink I ran pingplotter twice. Here are the results

 

Test #1
 
Target Name: www.google.com
         IP: 209.148.198.245
  Date/Time: 2016-03-13 4:47:28 PM to 2016-03-13 4:57:35 PM
 
Hop Sent Err PL% Min Max Avg  Host Name / [IP]
 1   243   1 0.4   8 206  18  [69.63.242.213]
 2   242   1 0.4   8 187  18  [69.63.249.177]
 3   243   2 0.8   9 174  19  [69.63.249.185]
 4   243   0 0.0  10 154  19  [69.63.248.226]
 5   243   1 0.4   8 143  18  cal58-2-198-245.dynamic.rogerstelecom.net [209.148.198.245]
 
 
 

Test #2
 
Target Name: www.google.com
         IP: 209.148.198.216
  Date/Time: 2016-03-13 4:58:20 PM to 2016-03-13 5:10:35 PM
 
Hop Sent Err PL% Min Max Avg  Host Name / [IP]
 1   295   2 0.7   8 190  19  [69.63.242.209]
 2   295   4 1.4   9 156  19  [69.63.249.185]
 3   294   1 0.3  11 152  21  [69.63.248.226]
 4   295   2 0.7   9 198  20  cal58-2-198-216.dynamic.rogerstelecom.net [209.148.198.216]
 
 
 
Test #1Test #2These tests were done with the modem connected directly to the PC.

Re: CGN3ACSMR Lan port

Haven't seen the images yet as one of the moderators has to approve them. Is that with the modem in Gateway or Bridge mode?  I'm wondering at this point why the modem IP address doesn't show up in the trace?  If you look at my trace you can see a 10.0.0.1 address which is the Asus router, as the modem is running in Bridge mode.  There should at least be a 192.168.0.1 address showing unless you have changed the modems LAN IP address range.

 

Just looking at the numbers, you're seeing a small packet loss as well.



Re: CGN3ACSMR Lan port

sm30
I Plan to Stick Around

Here are my downstream and upstream information. Any issues with these numbers?

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1615000000256QAM-1.0001138.983
2561000000256QAM-0.400238.983
3567000000256QAM-0.500338.983
4573000000256QAM-0.500438.983
5579000000256QAM-0.400538.983
6585000000256QAM-0.700638.983
7591000000256QAM-1.200738.983
8597000000256QAM-1.400838.605
9603000000256QAM-1.800938.983
10609000000256QAM-1.0001038.983
11555000000256QAM0.000138.983
12621000000256QAM-1.0001240.366
13633000000256QAM-0.7001338.983
14639000000256QAM-0.7001438.983
15645000000256QAM-0.9001538.605
16651000000256QAM-1.4001638.605
17657000000256QAM-1.7001738.605
18663000000256QAM-2.1001838.983
19669000000256QAM-1.9001938.983
20675000000256QAM-1.4002038.983
21681000000256QAM-1.4002138.605
22687000000256QAM-1.6002238.605
23693000000256QAM-1.5002338.983
24699000000256QAM-0.9002438.605
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandWidth
138596000ATDMA - 64QAM38.50033200000
230596000ATDMA - 64QAM37.50016400000
323700000ATDMA - 64QAM37.50026400000

Re: CGN3ACSMR Lan port

huh666
I Plan to Stick Around
That's with the modem in bridge mode. On the graphs there are a couple of red spikes at 100% packet loss. I have not changed anything with the modem other than the default password and switching it to bridge mode.

Re: CGN3ACSMR Lan port

Datalink
Resident Expert
Resident Expert

@sm30 you're signal levels on both downstream and upstream are good, as are the signal to noise ratios on the downstream side.  Can you sketch out your local LAN so that I and others roughly know what is connected to the modem?



Re: CGN3ACSMR Lan port

@huh666,can you confirm for me that the router is running in full router mode?  With Asus routers you can select Router, Access point or Bridge mode, where the bridge mode causes the modem to act as a wifi bridge back to a modem or other router.  That other modem or router then connects to the internet.

 

Can you bring up a command prompt, type in:

 

ipconfig/all

 

And then, copy the contents of the report and paste into the thread or send it to me in a pm.  Maybe that will answer my question as to why the router doesn't show up in the trace.



Re: CGN3ACSMR Lan port

huh666
I Plan to Stick Around

@Datalink Here's a third test going through my router.

 

Target Name: www.google.com
         IP: 209.148.199.35
  Date/Time: 2016-03-13 5:50:16 PM to 2016-03-13 6:00:16 PM
 
Hop Sent Err PL% Min Max Avg  Host Name / [IP]
 1   241   0 0.0   0   0   0  [192.168.1.1]
 2   241   0 0.0   7 308  17  [69.63.242.209]
 3   241   1 0.4   9 139  20  [69.63.249.185]
 4   222   2 0.9  11 832  22  pos-4-0-0.gw01.ktgc.phub.net.cable.rogers.com [64.71.241.98]
 5   238   4 1.7  11 140  20  [24.156.157.86]
 6   241   1 0.4   8 407  19  cal58-5-199-35.dynamic.rogerstelecom.net [209.148.199.35]
 
test 3.jpg 

Re: CGN3ACSMR Lan port

huh666
I Plan to Stick Around

 

@Datalink The router is running in full router mode.

The first two tests were running direct to the PC in bridge mode. The third is running through the router

PM'd ipconfig/all. 

 

Thanks

Re: CGN3ACSMR Lan port

sm30
I Plan to Stick Around

@Datalink wrote:

@sm30 you're signal levels on both downstream and upstream are good, as are the signal to noise ratios on the downstream side.  Can you sketch out your local LAN so that I and others roughly know what is connected to the modem?


Modem and router are in the basement. Switch 1 is on the top floor and Swtich 2 is on the main floor. The wireless devices are only connnected when in use.

 

LAN.jpg

Re: CGN3ACSMR Lan port

Datalink
Resident Expert
Resident Expert

@sm30, what model of router are you using.  When everything is up and running what colour is the connected port LED at the back of the modem?  Amber denotes a 1 Gb/s connection, green denotes a 10/100 Mb/s connection.  Are you using the house Cat 5e or Cat 6 cabling to connect to the switches upstairs, or are they commercial cables with connectors already installed?

 

When you see a drop out occur in the internet service, does it stay off long enough that you could call tech support to see what turns up from their end?  If possible don't reset the modem until tech support has had a chance to have a look at whats going on, and to look at other modems connected to your neighborhood node as well.  Hopefully, if you're fast enough on the phone, the CSR will see something that explains the dropouts.  The only other thing that comes to mind is a fast drop out caused by a cable condition, but, as you have indicated you have already had some of the cabling replaced.  Is your home serviced with underground or overhead cabling.  If its overhead, perhaps the fault is beyond the utility pole that hosts your overhead cable.  If thats the case, it would probably take a maintenance crew to replace it.

 

Keep calling tech support to report service interruptions as that will quickly build a history of poor service. 



Re: CGN3ACSMR Lan port

sm30
I Plan to Stick Around

@Datalink Dlink dir-655. When it's connected the LED is Amber. I am using the house Cat 5e cabling.

 

When the connection drops it does not come back. I have to reboot the modem for it to reconnect. Just as @huh666 mentioned it's like the LAN ports go into sleep mode and only works after I reboot the modem. I have been on the phone with tech support while I had no connection. At first they said it was a node and neighborhood issue and it was resolved. After that they couldn't see any signal issues. All the tech mentioned was that he can see that the modem is timing out from the logs and a service tech has to come out to the house (This was on Thursday). Based on the timeouts he said they cannot tell why it is happening. My home has underground cabling, the supervisor tech that came out said the connection was fine outside the house.

 

Just an update my internet did not drop off Thursday and Friday nights. Saturday and Sunday nights it started to drop again. On Monday it also dropped in the afternoon. It did not drop last night and it's working so far (who knows how long that will last).

Re: CGN3ACSMR Lan port

huh666
I Plan to Stick Around

Just a quick upate on tech visit today.  I was at work but my wife was home.  He checked everything out and told her that our entire street is having problems.  My wife said thathe said something about "niose" and that he would report it to his supervisor.  About half an hour later the tech called back and said that it had been reported to his supervisor as well as the Rogers team.  He was from LinkOn so I guess this means he has escalted it.  He told her that rogers will let us know hen it is fixed.  I gues I will just have to keep following up with them about once a week so that they don't forget.  @Datalink Thanks for the advice about disabling IPV6. I'll take your advice and keep my eyes open for when Rogers gets it all working properly

Re: CGN3ACSMR Lan port

Datalink
Resident Expert
Resident Expert

@sm30, whenever you see a drop out, call tech support and ensure that the incident is recorded.  Put tech support on speed dial and don't hesitate to use it  🙂

 

Ask the CSR to check other modems connected to your node.  You can also ask to speak with a tier 2 CSR who will have greater knowledge about node operations and will probably access to advanced test capability as well.



Re: CGN3ACSMR Lan port

sm30
I Plan to Stick Around

@Datalink, sorry I should have mentioned I was talking to a tier 2 CSR (supervisor).  Thanks 🙂 I will keep on them as frustrating as it is.

Re: CGN3ACSMR Lan port

sm30
I Plan to Stick Around

@Datalink, my connection dropped again sometime last night. I spoke to another tier 2 CSR this morning. He said he can see the modem online but nothing from the LAN ports. After I power cycled the modem he was able to see them.

 

He checked my connection and it was good. I also asked him to check my neighbourhood node and other modems on it and he said the connection looks good and does not see any neighbourhood issues. He said it could be a hardware or firmware problem with the modem. I tried to get him to escalate this to the engineering team but he wouldn't as he said we need to try all possibilities before he can open a ticket with them. His recommendation is to downgrade my modem to the CGN3, he said it is almost the same as my current one minus the AC. If the problem is still there then this can be escalated to engineering.

 

I don't get it I have had this modem for the past year and no issues (already swapped the modem last week). Only in the last 3 weeks this issue started and the CSR said there was no recent software updates released.

 

What do you think?

Re: CGN3ACSMR Lan port

huh666
I Plan to Stick Around
@sm30 I too had tech on the phone and the first service call tech try to get me to swapnout to the CGN3. Although i now have an open ticket open for "noise" on the neighborhood lines I really don't expect this issue to go away. I agree that it seems to be a firmware or hardware issue. Maybe Rogers has changed somthingn onn the back end? My issues started about the same time as yours after no problems in the past.

Re: CGN3ACSMR Lan port

Datalink
Resident Expert
Resident Expert

Can you confirm that the only device plugged into the modem's LAN ports is the DIR-655?  Anything else?  Also, the modem is running in Bridge mode, correct?

 

Fwiw, that router is pretty old by today's standards.  That's one of the few routers that never had any firmware upgrades from what I remember.  I used one of these until buying an Asus RT-AC68U.