CGN3ACSMR Lan port

[Datalink]

@huh666and @sm30, are either of you using a power bar of any type for the modem's power source, and/or, are you running the RG-6 feed cable through that power bar?

@huh666,does the wifi network stay up and running and is it usable at all when the LAN ports stop working?  If so, are you able to access the modem at all to check the DOCSIS logs?

Just to note, we've seen a very small number of similar issues previously, where it would appear that the modem had failed.  After looking at all of the connection possibilities, power, cable, and LAN, I asked the affected users to isolate one network at a time, ie, LAN, 2.4 Ghz and 5 Ghz.  That determined where the failure was actually coming from.  Then it became a matter of finding the device on the specific network that was causing the problem by turning off each device and keeping it off, looking for another failure incident.  That was done by turning off the devices in rotation, one at a time, so that only a single device was turned off while the remainder were still operating.  Interestingly enough, the modem failures were caused by LAN or wifi adapters on the connected devices.  That wasn't the expected result by any means, but, it showed that the modem was susceptible to issues caused by failing adapters on the connected devices.  So, fwiw, please keep this in mind.  This might be the route that you have to go, just to ensure that the problem isn't caused by anything on your own networks. 

One more step you could take is to load the freebie pingplotter from www.pingplotter.com   When you have it loaded, run a test session to something like www.google.ca   From the Edit menu you can capture the image and text data.  When you right click on the image you can select various display options.  Select "Show packet loss text on graph", and under Customize View, select all of the display options.

When its running, use the Edit ... Copy as Image function, dump the image to something like MS Paint, and then post that into the thread.  I'm wondering if there is something going on at the neighborhood node, which might show up on the image.  The average ping times to Google.com should be in the order of 10 to 20 ms, all the way through to Google.com, or, the Rogers address for Google.com   If there was an issue with the neighborhood node, you might see a large average and current ping time for that node.  That would be worth knowing at this point.  Below is the text version of the data, running from West Ottawa:

Target Name: www.google.com
         IP: 209.148.199.157
  Date/Time: 2016-03-13 1:56:59 PM to 2016-03-13 2:03:16 PM

Hop Sent Err PL% Min Max Avg  Host Name / [IP]
 1      152   0   0.0   0         7   0        [10.0.0.1]
 2      152   0   0.0   7     132  11      [7.11.164.173]
 3      152   0   0.0   8       84  13      [67.231.220.29]
 4      152   0   0.0   8     116  18      van58-9-231-77.dynamic.rogerstelecom.net [209.148.231.77]
 5      152   0   0.0   9     102  15      van58-9-231-70.dynamic.rogerstelecom.net [209.148.231.70]
 6      152   0   0.0   8     140  12      cal58-5-199-157.dynamic.rogerstelecom.net [209.148.199.157]

Note the large max times, which denote an occasional large ping time, but, the average ping times are reasonable. 

The corresponding image is seen below.  I've sent a request to the moderators to approve the image so that it will be visible.

[huh666]

@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.

[Datalink]

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. 

[sm30]

---

@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?

[sm30]

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

[huh666]

@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]

These tests were done with the modem connected directly to the PC.

[Datalink]

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.

[sm30]

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

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	615000000	256QAM	-1.000	11	38.983
2	561000000	256QAM	-0.400	2	38.983
3	567000000	256QAM	-0.500	3	38.983
4	573000000	256QAM	-0.500	4	38.983
5	579000000	256QAM	-0.400	5	38.983
6	585000000	256QAM	-0.700	6	38.983
7	591000000	256QAM	-1.200	7	38.983
8	597000000	256QAM	-1.400	8	38.605
9	603000000	256QAM	-1.800	9	38.983
10	609000000	256QAM	-1.000	10	38.983
11	555000000	256QAM	0.000	1	38.983
12	621000000	256QAM	-1.000	12	40.366
13	633000000	256QAM	-0.700	13	38.983
14	639000000	256QAM	-0.700	14	38.983
15	645000000	256QAM	-0.900	15	38.605
16	651000000	256QAM	-1.400	16	38.605
17	657000000	256QAM	-1.700	17	38.605
18	663000000	256QAM	-2.100	18	38.983
19	669000000	256QAM	-1.900	19	38.983
20	675000000	256QAM	-1.400	20	38.983
21	681000000	256QAM	-1.400	21	38.605
22	687000000	256QAM	-1.600	22	38.605
23	693000000	256QAM	-1.500	23	38.983
24	699000000	256QAM	-0.900	24	38.605

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	BandWidth
1	38596000	ATDMA - 64QAM	38.500	3	3200000
2	30596000	ATDMA - 64QAM	37.500	1	6400000
3	23700000	ATDMA - 64QAM	37.500	2	6400000

[huh666]

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.

[Datalink]

@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?