CGN3ACSMR Losing Internet Dozens of Times Daily

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Resident Expert
Resident Expert
Posts: 6,199

Re: CGN3ACSMR Losing Internet Dozens of Times Daily

@JesseAndJen, grrr, sorry to see that.  Time for a real Rogers tech to figure this out.



Resident Expert
Resident Expert
Posts: 6,199

Re: CGN3ACSMR Losing Internet Dozens of Times Daily

@MorbidDesire, thats a pretty interesting screen capture.  If I wasn't suspicious about the Casa CMTS itself, I would have said that the image indicates a severe cable issue.  Single channel downstream and single channel upstream with the modem running at its maximum output power level on the upstream channel.  Are these fast disconnects long enough that you can get in touch with Tech Support before the modem returns back to normal operation?  The real question that I have is what is the CMTS doing at this time?  Only Tech Support could answer that one.  



I Plan to Stick Around
Posts: 10

Re: CGN3ACSMR Losing Internet Dozens of Times Daily

@Datalink, I think I solved the issue. There was a splitter between the modem and the cable amplifier, so I removed the splitter and connected the modem directly to the amplifier. I have no idea what was the other cable in the splitter connected to and I don't care. This is how my upstream overview looks like now.

 

Upstream Overview

Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandWidth
130596000ATDMA - 64QAM47.00016400000
238596000ATDMA - 64QAM47.75033200000
323700000ATDMA - 64QAM46.7502

6400000

 

WAN Up Time

000 days 15h:08m:59s

 

As you can see, my WAN up time is high now compared to my 1 or 2 hours max uptime prior to eliminating the splitter. My signal strength is down from 50 to 47. I did monitor the signal strength before I removed the splitter and found that overtime, the signal strength would increase from 50 to 53, but now it doesn't.

Resident Expert
Resident Expert
Posts: 6,199

Re: CGN3ACSMR Losing Internet Dozens of Times Daily

@MorbidDesire, is that a Rogers cable amplifier, or something that you have installed yourself?  Normally you should not need an amplifier at all.  The output at the neighborhood node is balanced by the cable losses between the node and your modem.  The signal levels should arrive at the home somewhere around 0 to 3 dBmV, perhaps a little higher depending on the distance to the node.  If that was an older Rogers amp, the splitter would make sense.  The old amps amplify everything and cause packet loss on the internet modem, so, these days the Rogers Techs will remove those amps and replace them, if necessary, with a new generation of amplifier.  The new amps have a passive path thru them for VOIP applications, which is also used for the internet modem, so, no amplification on the internet path.  

 

So, the splitter and connection to the modem was probably in place to prevent any packet loss on the modem's cable line.  The splitter itself would cause a 3.5 or 7 db drop in downstream levels, depending on what port the modem was connected to.  The upstream would also increase by the same amount.  

 

It sounds as if you have removed the bypass around the amp.  While that will definitely change the signal levels, you might not be doing yourself any favours.  If that amplifier is something that you installed yourself, your best course of action would be to remove the amp completely, then have a look at the signal levels on the modem, and consider the results on any cable tv modems that you have running.  If there are any issues, then call tech support to check the levels, with the aim of possibly getting a tech out to the home to inspect and replace any cabling and connectors that require replacing.  

 

If a tech found a homeowner installed amp, he or she would remove the amp and charge for the visit as the problems are due to homeowner installed equipment.  If the cabling and connectors are in original installation condition, then the tech visit should not cost anything.  

 

My guess is that if the other connections to the splitter are no longer required, there is a good chance that the amplifier is no longer needed as well.  Depending on how many cables are installed on the amp, you might simply be able to connect them to the splitter and pull the amp out of the circuit.  It just depends on the number of ports on the amp and the splitter and the number of cables currently in use on the amplifier.



I Plan to Stick Around
Posts: 10

Re: CGN3ACSMR Losing Internet Dozens of Times Daily

It's an antronix mvra 501b. We didn't install it ourselves. My family let Rogers hook up everything: TV, phone, and Internet about 3 years ago. The only thing we touched since was the modem, which we replaced a year ago cause the old one stopped working properly, and added a router. All of the amplifier's, what do you call it, slots? They're all connected to wires connected somewhere to the house. We have 3 stories so I assume that's why. There's a phone in every floor as well as ethernet cables in every room's wall.

 

I'm not currently experiencing any packet loss. At least not according to pingplotter. I'm pretty satisfied at the moment.

Resident Expert
Resident Expert
Posts: 6,199

Re: CGN3ACSMR Losing Internet Dozens of Times Daily

@MorbidDesire, assuming that I've found the right amp, as pictured here:

 

http://www.ebay.com/itm/MVRA501B-AC-Residential-Amplifier-VoIP-optimized-4-1-ports-with-MoCA-PoE-fil...

 

have a look at your amp and look for the port that is marked with a telephone symbol or text indicating "VOIP".  That is the port that the internet cable should be on, as its a passive path thru the amp, without any amplification or potential for packet loss. 



I Plan to Stick Around
Posts: 10

Re: CGN3ACSMR Losing Internet Dozens of Times Daily

@Datalink, that is the one. I just checked and yes, the modem is connected to the VoIP port. Previously, a splitter was connected to the VoIP port and then to the modem.
Highlighted
I'm Here A Lot
Posts: 6

Re: CGN3ACSMR Losing Internet Dozens of Times Daily

I've also been suffering this problem since mid July. Should I follow the same proceadures already listed? There doesn't appear to be a resolution yet.

 

Literally everything the OP outlined has been happening to me with the CGN3ACSMR

 

I'm happy with rogers, but this situation is quite frustrating and online and phone support has been utterly useless.

Resident Expert
Resident Expert
Posts: 6,199

Re: CGN3ACSMR Losing Internet Dozens of Times Daily

@Wolftrap1, can you:

 

1.  log into your modem and check the Software Version(firmware) that is shown on the STATUS page.  Please let me know what that is.  It should be 4.5.8.22 by now.

 

2.  Navigate to the STATUS .... DOCSIS WAN page, copy the downstream and upstream tables and paste them into a post.  The copy and paste process will paste in the text contents of the tables, so a screen capture won't be necessary.  Those are the cable signal levels and signal to noise ratios which may be of interest at this point.



I'm Here A Lot
Posts: 6

Re: CGN3ACSMR Losing Internet Dozens of Times Daily

Software Version: 4.5.8.22

1 609000000 256QAM 5.900 34 40.366
2 363000000 256QAM 5.100 10 40.366
3 369000000 256QAM 5.100 11 40.366
4 375000000 256QAM 5.200 12 40.366
5 381000000 256QAM 5.200 13 40.366
6 387000000 256QAM 5.500 14 40.366
7 393000000 256QAM 5.300 15 40.366
8 399000000 256QAM 5.500 16 40.366
9 405000000 256QAM 5.200 17 38.605
10 411000000 256QAM 5.200 18 38.983
11 417000000 256QAM 5.000 19 38.983
12 423000000 256QAM 4.700 20 40.366
13 429000000 256QAM 4.800 21 40.946
14 435000000 256QAM 5.100 22 38.983
15 441000000 256QAM 5.300 23 40.366
16 447000000 256QAM 5.400 24 38.983
17 555000000 256QAM 4.700 25 38.983
18 561000000 256QAM 4.600 26 38.983
19 567000000 256QAM 5.000 27 38.983
20 573000000 256QAM 5.200 28 40.366
21 603000000 256QAM 6.000 33 38.983
22 357000000 256QAM 4.600 9 40.366
23 615000000 256QAM 6.100 35 40.366
24 621000000 256QAM 5.700 36 38.983
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID BandWidth
1 23700000 ATDMA - 16QAM 33.000 2 6400000
2 38596000 ATDMA - 16QAM 33.500 3 3200000
3 30596000 ATDMA - 16QAM 32.500 1 6400000