CGN3ACSMR Lan port

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Datalink
Resident Expert
Resident Expert
Posts: 7,132

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.



huh666
I Plan to Stick Around
Posts: 46

Re: CGN3ACSMR Lan port

@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 
huh666
I Plan to Stick Around
Posts: 46

Re: CGN3ACSMR Lan port

 

@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

sm30
I Plan to Stick Around
Posts: 16

Re: CGN3ACSMR Lan port


@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

Datalink
Resident Expert
Resident Expert
Posts: 7,132

Re: CGN3ACSMR Lan port

@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. 



sm30
I Plan to Stick Around
Posts: 16

Re: CGN3ACSMR Lan port

@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).

huh666
I Plan to Stick Around
Posts: 46

Re: CGN3ACSMR Lan port

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

Datalink
Resident Expert
Resident Expert
Posts: 7,132

Re: CGN3ACSMR Lan port

@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.



sm30
I Plan to Stick Around
Posts: 16

Re: CGN3ACSMR Lan port

@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.

sm30
I Plan to Stick Around
Posts: 16

Re: CGN3ACSMR Lan port

@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?