CODA-4582 - Open Issues for Investigation

[RogersDave]

*** This post was last edited May 2, 2017 ***

Good morning Community,

As I mentioned in a post two days ago, we have received the next firmware 2.0.10.20 from Hitron. We are currently running initial testing on this version and will push it out to participants in the firmware trial program as soon as it passes initial testing.

However, while running these tests, we discovered abnormal behavior with ICMP and are awaiting feedback from Hitron today to asses how this will be addressed. As soon as I this is confirmed, I’ll update the change log with the correct version information and start pushing it out.

In parallel, we are still working on the following high priority items. In some cases below, I requested affected customers to reach out to me via private message. If you do so, please include your modem MAC address in the subject line (even if we exchange messages daily) as there are a lot of you reaching out to me daily 🙂

UDP Packet Loss

The investigation for what has been reported as UDP packet loss is still ongoing. We have deployed a probe at one fellow forum member on both a CODA-4582 and a CGNM-3552 to collect additional data. We are actively working with Hitron and Intel on the results observed.

Based on what we know so far, in most instances UDP packet loss is coupled with higher uplink usage in the area. Although the impact is noticeable in specific logs (League of Legends), the root cause for the perceivable impact (while playing) is likely related to bufferbloat (see next issue).

Bufferbloat

When comparing the performance of a CODA-4582 to a CGNM-3552 in the same network conditions, the CODA-4582 consistently reports higher bufferbloat when tested on DSLReports.

Update April 12: The solution for this problem will come in two folds. It will require a change in software which will possibly be included in 2.0.10.27 but more likely in 2.0.10.28 and a change in network configuration.

The network configuration change is not compatible with the current firmware so this change will only come after a vast majority of the modems are running the new code. We are however looking at a way to make the change only for specific modems to support testing in the community.

Update April 22: This problem seems resolved in firmware 2.0.10.27

5 GHz WiFi Low range for channels 36 to 48

Lower WiFi channels on the modem have a much smaller range. This is due in part to the limit imposed by Industry Canada to maximum transmit power.

Furthermore, the current automatic channel selection (auto mode) tends to select the lower channels when in similar load conditions.

Workaround: manually select higher channels (149-153-157-161)

Update April 22: The channel selection algorithm has been improved in firmware 2.0.10.27

Loss of OFDM Channel Lock

Under some RF conditions, the modem fails to lock properly on the OFDM channel. This typically result in variable performance.

Update April 12: This problem is resolved in 2.0.10.26T2

List of connected device does not get fully populated

This is a known issue that has been tracked since firmware 2.0.10.13. We are making improvements at every firmware but it is not a perfect system.

The situation is worst after a reboot or firmware upgrade as the list gets reset and must be repopulated as devices renew their DHCP lease.

NAT Loopback not working for wired clients

When setting up port forwarding to an internal server, it is possible for a client on WiFi to reach the server using the external IP/port. If the client is on a wired interface, it doesn't work.

Update April 12: This problem is resolved in 2.0.10.26T2 (not confirmed)

LAN Counters not working

Some customers reported that LAN counters (especially in bridge mode) are reporting inaccurate values.

This problem has been reported to Hitron for investigation.

Unexpected modem reboot

Some customers reported their modem reboots unexpectedly. We have also seen this behavior in our lab.

Update April 12: This problem is resolved in 2.0.10.26T2

Missing SC-QAM Channels

After a reboot, some modems are missing SC-QAM channels. A fix has been implemented in 2.0.10.26T2 to address this behavior but it has not corrected all scenarios.

Investigation continues with Hitron.

WiFi Survey

The WiFi Survey functionality in firmware 2.0.10.26T2 (and possibly before) reports incorrect SSID names.

Guest Network

When connecting to the Guest Network, an error message is displayed "only allow DHCP client to use this wireless".  This has been reported in firmware 2.0.10.26T2.

Update April 22: This issue has been resolved in firmware 2.0.10.27

Update May 2: It seems this issue is not fully resolved and still experienced by some users

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Future Planned Improvements

The following are items that we are working on in parallel of the above.

• Improvement in WiFi speeds
• Improvement in latency / bufferbloat

Dave

*Edited Labels*

[StephKitty]

@RogersDave I recently just got the .27 firmware (Thanks btw) and had hoped it would fix my internet issues. It has definitely improved my latency playing on my Xbox, but my speeds still seem to be capped always at 400Mbps down and between 10Mb-25Mb up.

I used to get a steady 800-900Mb
down and 25-30Mb upload at least 2 months ago, why the cap? The Rogers rep I spoke to blamed it on Spring (??) And the possible repairs on the lines, bit then said there were no issues on my lines. Very confusing.

Any ideas or heard anything like this? I just want my old speeds back! Thanks!

[Rcam]

Thanks

I'll stick to the 2.4G. I had thought about getting an adapter to support 5G, but if my internal card can only handle 2.4G, then it's just a waste.of money.

I am thinking of getting another modem, or hooking my router back up. This loss of WiFi is very Inconvenient, esp when in the middle of banking or other sensitive areas

[Telek]

@Rcam did you look into a site survey? Are you in a condo or apartment building?

[Luckess]

I used to have the old modem (2 generations old, I forget the name) and I would get disconected from the internet often. My computer is connected to the modem via ethernet, I've tried chaning the cables. My wireless devices also lose conectivity. 

I was told previously it was probably my old modem causing the issues, so we upgraded to the coda-4582. Our download speed is now MUCH faster, but I'm still having disconections issues. The entire internet will sometimes cut out, and I need to unplug and replug the modem in to get internet again, it sometimes just slows down to a crawl, and If I try to play a game, I loose conection to the game (I've tried multiple games and they all loose conection often). 

I've tried checking for packet loss and that does not seem to be the problem. Does anybody have any advice? This is now incredibly frustrating. 

[Datalink]

@Luckess can you log into the modem, navigate to the STATUS .... DOCSIS WAN tab, 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. 

[Luckess]

I don't see a long list for the upstream overview as I do for the downstream overview. Is this the correct table you are asking for?

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	256QAM	6.300	7	40.366
2	567000000	256QAM	6.300	3	40.366
3	573000000	256QAM	6.400	4	40.946
4	579000000	256QAM	6.500	5	40.366
5	585000000	256QAM	6.400	6	40.366
6	561000000	256QAM	6.000	2	40.946
7	597000000	256QAM	6.500	8	40.366
8	603000000	256QAM	6.700	9	40.366
9	609000000	256QAM	7.000	10	40.946
10	615000000	256QAM	7.200	11	40.366
11	621000000	256QAM	7.300	12	40.946
12	633000000	256QAM	6.600	13	40.366
13	639000000	256QAM	6.600	14	40.366
14	645000000	256QAM	6.600	15	40.366
15	651000000	256QAM	6.700	16	40.366
16	657000000	256QAM	7.000	17	40.946
17	663000000	256QAM	6.900	18	40.946
18	669000000	256QAM	7.100	19	40.946
19	675000000	256QAM	7.000	20	40.366
20	681000000	256QAM	7.200	21	40.366
21	687000000	256QAM	7.000	22	40.366
22	693000000	256QAM	6.300	23	38.983
23	699000000	256QAM	5.800	24	38.983
24	705000000	256QAM	5.700	25	38.605
25	711000000	256QAM	5.700	26	40.366
26	717000000	256QAM	5.800	27	38.983
27	723000000	256QAM	5.500	28	38.983
28	825000000	256QAM	5.400	29	38.605
29	831000000	256QAM	5.100	30	38.983
30	837000000	256QAM	5.000	31	38.983
31	843000000	256QAM	4.400	32	38.983
32	555000000	256QAM	5.700	1	40.366

OFDM Downstream Overview

Receiver	FFT type	Subcarr 0 Frequency(MHz)	PLC locked	NCP locked	MDC1 locked	PLC power(dBmv)
0	4K	275600000	YES	YES	YES	3.500000
1	NA	NA	NO	NO	NO	NA

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	30596000	ATDMA - 64QAM	34.750	1	6400000
2	38596000	ATDMA - 64QAM	36.750	3	3200000
3	23700000	ATDMA - 64QAM	33.250	2	6400000

[Rcam]

I have not, no. I'm currently not home to check. Pardon the question, but what will the wifi checker do?

I rebooted the modem by unplugging. Before I left the house I noticed one of the lights were flashing still. Looked like a window, 4th from the right I believe? The lights to the left of it we're not illuminated at the time.

I'm trying to Google how to do a firmware check/update for the coda 4582.

[Datalink]

@Rcam, check the following settings on the 2.4 Ghz wifi page:

Wireless Enabled:  ON

Enable (under the Network Name:  ON

Broadcast SSID:  ON

When the wifi is enabled and running, you should be able to see a 2.4 Ghz wifi LED at the front of the modem, indicating that the 2.4 Ghz network is up and running.  Using a wifi analyzer of some type, you should be able to see the network up and running.  There are three antenna for the 2.4 Ghz and four for the 5 Ghz wifi on the 4582.  Unless you had a modem with a wifi controller failure, you should see the 2.4 Ghz network up and running on an analyzer of some type.

Regarding @Telek's comments of "The bios whitelisting is mainly because not all devices are made equally. The antennas in the laptop might not work with other devices, leading to damaging the device or just poor wifi performance."

I'll just say that I respectfully disagree.  Yup, not all devices are made equally, personal opinion, because the manufacturers cheap out and install 2.4 Ghz wifi and 100 Mb/s ethernet ports instead of dual band wifi adapter cards and gigabit ports.  Thats economics, pure and simple.  Spending the additional pennies that it would cost to add those items would be well worth the cost to the end users. Unfortunately, we see this occur, over and over when new forum member arrives on the forum looking for answers for poor performance issues.  

As for the antenna, these are standard length antenna with standard connectors. I've replaced a 2.4 Ghz card for a dual band card on a Dell laptop and never had any complaints after replacing it.  I'd do it again in a heartbeat as there are simply too many 2.4 Ghz transmitters in my neighborhood, making it completely miserable for anyone who is restricted to the 2.4 Ghz band due to a cheap manufacturer.  The USB adapter is one possible workaround, not absolutely ideal, but for those who prefer to stay away from laptop surgery, it works. I've never had any complaints from users who have gone that route on my recommendation.  

In terms of updating the firmware, you can't do that on your own.  Updates must come via the Rogers network and are pushed out to the modem by Rogers.  You can however request to join the trial firmware program which will see the latest trial firmware loaded when it becomes available.  Right now, the majority of 4582s will be running production firmware, V2.0.10.26T2.  The trial version, which I and many others are running is V2.0.10.27.  Both are stable and both should present no problems in terms of wifi operation.  

To signup for the trial firmware if you're interested, send a private message to @CommunityHelps.  Follow that link to the public page for @CommunityHelps and then select the link on the right hand side to "Send this user a private message" to navigate to the message composition page. It will already be addressed.

Fill in the title: CODA-4582 Modem Firmware Trial

In the text area, add your modems: MAC Address
Serial Number
Modem Model: CODA-4582

The first two can be found in the Status page when you log into the modem or on the back of the modem. They can be copied from the Status page and pasted into the message.

When you're logged into the forum, watch for a number overlaid on your avatar at the top right hand corner signifying a response from one of the moderators. Select that link and follow it down to your message inbox. You should see a disclaimer that has to be acknowledged prior to loading the latest version of trial firmware.

Keep an eye open on this thread or the Open Issues thread for any particular requirements for rebooting or running a factory reset on a modem with trial firmware loaded. Usually there are no special instructions, but, that can happen occasionally. For V2.0.10.27, you can reboot or restart the modem after disconnecting the modem power and the modem will remain at V2.0.10.27. If you run a factory reset the modem will revert back to V2.0.10.26T2 which is the current network wide version for the CODA-4582.

One last item, you indicated that one of the LEDs was flashing, 4th from the right.  That modem should be standing upright so that the LEDs are vertical.  That will place the wifi antenna at the top of the modem. 

[Telek]

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@Datalink wrote:

I'll just say that I respectfully disagree.  Yup, not all devices are made equally, personal opinion, because the manufacturers cheap out and install 2.4 Ghz wifi and 100 Mb/s ethernet ports instead of dual band wifi adapter cards and gigabit ports.  Thats economics, pure and simple.  Spending the additional pennies that it would cost to add those items would be well worth the cost to the end users. Unfortunately, we see this occur, over and over when new forum member come to the forum looking for answers for poor performance issues.  

As for the antenna, these are standard length antenna with standard connectors. I've replaced a 2.4 Ghz card for a dual band card on a Dell laptop and never had any complaints after replacing it.  I'd do it again in a heartbeat as there are simply too many 2.4 Ghz transmitters in my neighborhood, making it completely miserable for anyone who is restricted to the 2.4 Ghz band due to a cheap manufacturer.  The USB adapter is one possible workaround, not absolutely ideal, but for those who prefer to stay away from laptop surgery, it works. I've never had any complaints from users who have gone that route on my recommendation.

---

You can respectfully disagree, but it doesn't change physics 🙂

Using a 2.4GHz antenna on a 5GHz radio is a bad idea. The SWR must be very high and not much RF will be radiated from the antenna.  Because the design of the antenna doesn't encourage the different frequency energy to radiate, most RF energy stays in the transmission line as a standing wave (interference) and is eventually consumed by output circitry of the radio as heat.  That means, the reachable range is significantly shorter and the RF final may be fried due to high SWR.  Some high end radios have SWR detecting circuit and take appropriate action to protect the output, but I doubt that cheap consumer grade replacement cards for laptops will have this feature.

You might have lucked out with the updates that you have done, and had laptops which had dual band antennas in them.  However, for older laptops which never came with a dual band option, best case you get poor and disappointing performance, worst case you damage your network card.

I would strongly recommend going for a USB option if they need 5GHz. Cheap and easy. You can get the nano adapters if the size is a concern.

[Datalink]

@Luckess, that is the entire table.  Your signal levels for the DOCSIS 3.0 channels are higher than I would like to see, but, where they are shouldn't cause huge issues.  I'd prefer to see them down around 0 dBmV.  The downstream signal to noise ratios are good.  The upstream channels are ok for their signal levels as well.  The one item to note is that your modem is running DOCSIS 3.1 on the downstream side, so the frequency and power level data that is presented is not correct, as shown in the OFDM section.  They should be ok, but, I would call tech support and ask the CSR to check the downstream OFDM (DOCSIS 3.1) power level as he or she can apparently see the correct level.  The question of the day is whether or not that level is within spec.

Fwiw, DOCSIS 3.1 should result in data rates up over 900 Mb/s as seen on a speed test.  There have been users who have reported slower data rates.  You might be one of those users, its too early to tell at this point.  

Can you have a look at the Software (Firmware) version as shown on the first STATUS page and let me know what that version is.  And, can you have a look at the upper right hand corner of the data block on the STATUS page.  That is the WAN IP address.  At the present time, you should see two addresses, one shorter IPV4 address and one much longer mixed character IPV6 address.  Can you let me know if both are present.  Don't post the addresses, just let me know if they are both there.  

What you can also do is go to ipv6-test.com which is an IPV4 and IPV6 test site.  Please let me know what the score is that is shown in the upper right hand corner of the test results.  It will be X/20.  Ideally it will show 19/20.  If it shows 17/20, that means that your pc/laptop requires an additional IPV6 rule for the windows firewall, which isn't hard to add.  

[Malik2k1]

Anyone got a sec to help me with my modem too?  For the last 18 hours it's been disconnecting and reconnecting (works for a minute, down for 10 minutes) and it's continued on today but seems to have spread itself apart again albeit noone is on wifi right now.  I can provide logs.  Thanks!

[Datalink]

@Telek, yes, I understand where you're coming from in terms of the SWR and resulting problems that can occur.  If that's a real concern, then both the adapter and antenna should be replaced at the same time.  I would actually have to see antenna for 2.4Ghz and dual band use to believe that manufacturers are actually installing the correct antenna as you rightly point out.  

Nano adapter?  I wouldn't recommend one without a lot of research.  We've seen this used before and it/they have caused nothing but problems.  Not to say that they can't work, I would be very hesitant to recommend one without digging into the specs.

[Luckess]

@Datalink

My speed tests are pretty good. I feel like the speed isint as much the issue as the connectivity issues. I get 130-150 (it varies) mbs down speed. And we have a package that is upto 150. I'm not sure if that's good? I feel like it's good.

my software version is : 2.0.10.26T2

Both WAN IP Adress's are present. 

The test is : 19/20

[Datalink]

@Malik2k1, your signal levels for the DOCSIS 3.0 channels are a little higher than I would like to see, but, where they are right now is ok.  Over many years they will drop slowly.  shouldn't cause huge issues.  The downstream signal to noise ratios are good.  The upstream channels are ok for their signal levels as well.  The one item to note is that your modem is running DOCSIS 3.1 on the downstream side, so the frequency and power level data that is presented is not correct, as shown in the OFDM section.  They should be ok, but, I would call tech support and ask the CSR to check the downstream OFDM (DOCSIS 3.1) power level as he or she can apparently see the correct level.  The question of the day is whether or not that level is within spec.

Can you modify your first post so that the modem MAC address reads:

CM-MAC=XX:XX:XX:XX:XX:XX 

If you find that the modem is offline, don't hesitate to call tech support and ask the CSR to run a signal check on the modem.   That will fail automatically and result in a tech visit to your home to determine what the problem is.  Do you have overhead cabling from the utility pole to your home?  From the description of weather and poor internet performance, that is what it sounds like.  There is a good chance that its not just your cable line that is suffering from problems.  I would ask the CSR to check other modems connected to the same tap to determine if that was the case. 

Edit:  Are you able to connect to the modem via ethernet?  It looks like you're using wifi, so the question is, is this a wifi issue or a modem issue, which would show up with "no internet access" on an ethernet connection? 

[Malik2k1]

Thanks @Datalink

I appreciate the insight. The CSR did run a test and said everything looked good and that my modem and neighboring modems showed 0% packet loss so I honestly have no clue what's going on with it.

I have a gigabit connection but my speeds have been running around the 600 range whereas before I was in the 900 range.

I have the CODA 4582 without black dots and I'm not sure if that's something I should be exchanging it for or just sticking it out with my existing one.

[Datalink]

I would absolutely recommend exchanging the modem.  Are the disconnects long enough that you can contact tech support when they happen?  Thats the best time to do that, when you don't have internet service, so that the tech can troubleshoot the problem.  

[Malik2k1]

@Datalink

I'm using an Ethernet connection and it's currently working. The issue seems to have become less problematic for now as I haven't had a disconnect for a bit but my fear is that it's going to happen again later tonight and the family will be on Netflix and drive me crazy that it's not working.

[Malik2k1]

@Datalink

It was disconnected while on twitter with the agent but I was getting responses close to an hour apart. I finally gave up after two hours of twiddling my fingers. I'll take the modem to a rogers store and switch it out. Might be more helpful for now.

[Malik2k1]

@Datalink

The agent has organized a tech to come home between 4 and 6 pm today. Hopefully he can figure out what is going on. If anything, he can replace the modem if needed.

Thanks for your help guys. I appreciate it!

[Datalink]

Please let us know how it works out.  If it takes more than one visit to sort out, don't hesitate to call tech support again, and again, ..... if necessary 🙂

[Malik2k1]

I'll keep you posted!

Thanks again! 🙂