CGN3ACSMR Losing Internet Dozens of Times Daily

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I've Been Around
Posts: 1

Re: CGN3ACSMR Losing Internet Dozens of Times Daily

losing internet dozens of times daily for months . Paying for internet that were not getting for months.  We are fed up . Kids are going back to school soon their going to need internet for homework. We feel like at this point we should look for another internet provider since rogers  obviously can't fix our problem.

Resident Expert
Resident Expert
Posts: 14,288

Re: CGN3ACSMR Losing Internet Dozens of Times Daily

Have you had a tech out to check thing?
If you are able to log into the modem, and post what the signal levels are, we can point you if that is the issue.

Other side of it, are you in an apartment or townhouse?
And are all of these connected wirelessly?
Just wondering if there is a case of interfearance.

I Plan to Stick Around
Posts: 15

Re: CGN3ACSMR Losing Internet Dozens of Times Daily

My internet issues were definitely solved when they replaced the riser. Thanks again Datalink!
Resident Expert
Resident Expert
Posts: 7,132

Re: CGN3ACSMR Losing Internet Dozens of Times Daily

@MorbidDesire, I haven't forgotten about you.  Just to gather some info, can you:


1. Let us know what modem you have as seen by the product sticker at the back of the modem. It should be some variation of the CGN3xxxxx, or you might have the CGNM-3552 gigabit modem.

2. Log into the modem and let us know what Software version (Firmware) is currently loaded as seen on the STATUS page that comes up when you log in.

3. 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 components of the tables, so you don't have to post a screen capture somewhere. Copy just the tables, nothing above the Downstream table.

I Plan to Stick Around
Posts: 10

Re: CGN3ACSMR Losing Internet Dozens of Times Daily

@Datalink, all right thank you. Note that this website removed an "invalid HTML" that was found in this message.








Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandWidth
110000005ATDMA - 64QAM50.250---6400000
230596000ATDMA - 64QAM48.00016400000
323700000ATDMA - 64QAM49.00026400000
Resident Expert
Resident Expert
Posts: 7,132

Re: CGN3ACSMR Losing Internet Dozens of Times Daily

@MorbidDesire, your downstream signal levels aren't terribly bad and your signal to noise ratios are good.  The upstream is a problem.  Yours are very near the failure point.  For some reason, you only have two channel ID's listed although the first channel has a power level indicated.  So, there is some issue on the go, most likely a cable and/or connector issue. 


The external RG-6 cabling to the local tap or to a utility pole doesn't last forever, and every once in a while it has to be replaced. Same for the connectors on the cable.  As those cables and connectors age, you end up with more signal loss thru the cable.  So, the downstream levels drop and the modem pushes up the upstream output power to compensate for the signal losses on the path back to the CMTS. 


The Docsis 3 upper power limit for 3 or 4 channel operation is 51 dBmV.  Rogers uses 52 dBmV.  That is the highest output level for the modem before the modem drops one channel in order to have enough power transmitting on the remaining two channels, thereby maintaining communications with the CMTS.  If more power is required it drops another channel and runs on a single channel.  In each case, your downstream and upstream data rates will suffer with each channel loss. 


So, at this point have a look at your signal levels and if you see the same condition, where there are only one or two upstream channels with channels IDs, call tech support, indicate to the CSR that you only have one or two upstream channels running and ask him or her to run a signal check on the modem.  With only one or two channels running that check will automatically fail, which should then lead to a tech visit fairly soon to resolve the issue. 


When that is done, can you repost the signal levels so we can see how they turned out.



I Plan to Stick Around
Posts: 10

Re: CGN3ACSMR Losing Internet Dozens of Times Daily

Great. I'll get right on it. Thank you
I'm an Enthusiast
Posts: 1,009

Re: CGN3ACSMR Losing Internet Dozens of Times Daily

Yea same here I noticed my modem blue lights flashing last week and this week and modem rebooted
I Plan to Stick Around
Posts: 10

Re: CGN3ACSMR Losing Internet Dozens of Times Daily

@Datalink, I was able to take these during the time the modem disconnected from the Internet again.








I'm Here A Lot
Posts: 6

Re: CGN3ACSMR Losing Internet Dozens of Times Daily

We just finished our appointment with the Technician that Rogers dispatched.


He didn't do much after I discussed the history of our issue. He installed a -3 Dampener instead of the -8 that was previously installed and that's it. I showed him the history we had including PingPlotter tests, the community post and the Docsis Event log.


He had a few questions for me:

  1. "How do you get your screen on it's side like that? Is there a special config or something?!" (One of my displays is in portrait mode...)
  2. "What's IPv4?"
  3. "All we can do really is troubleshoot noise on the line"
  4. "Yeah those critical errors look bad, we can't really fix what's on the modem though"
  5. In regards to my community post: "you wrote all that? That's a lot to write!"

He was in and out in under 15 minutes. The moment I started discussing more detailed networking failures and the troubleshooting I did he seemed like he wanted to get out of there. He stated that it all looked good on his computer and left but advised that I call him later to let him know if it's still working or not.


We have a follow up call with T2 support to discuss the issue this coming Saturday.