Constant Rogers Ignite 1GB Internet Disconnects

[mperry]

I have been getting CONSTANT disconnects daily, 10+ times a day where internet drops for 30 seconds or so.

I know due to the fact I get notifications on my phone of my cameras, alarm etc losing connectivity.

I have verified the logs in the modem, which I recently replaced as the Rogers tech told me it has to be the modem as they saw no issues when running connectivity tests remotely. NOT the issue.

I have had techs here and no one has resolved the issue.  

After 20+ years as a Rogers customer, I am planning to get Bell Fibe this week if its not resolved from finding something here, I am done with arranging time for Techs to come to my house.

Attaching the latest log from the modem with the common DHCP RENEW WARNING issues which I am assuming are my DROP issues as the times reflect it.

DOCSIS Logs

The DOCSIS event logs is shown here

No.	Time	Type	Priority	Event
1	09/16/2019 23:15:11	82000200	critical	No Ranging Response received - T3 time-out;CM-MAC=*PRIVACY*;CMTS-MAC=*PRIVACY*;CM-QOS=1.1;CM-VER=3.1;
2	09/16/2019 23:15:27	90000000	warning	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=*PRIVACY*;CMTS-MAC=*PRIVACY*;CM-QOS=1.1;CM-VER=3.1;
3	09/18/2019 08:26:13	82000200	critical	No Ranging Response received - T3 time-out;CM-MAC=*PRIVACY*;CMTS-MAC=*PRIVACY*;CM-QOS=1.1;CM-VER=3.1;
4	09/20/2019 05:46:43	68010300	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=*PRIVACY*;CMTS-MAC=*PRIVACY*;CM-QOS=1.1;CM-VER=3.1;
5	09/20/2019 23:49:18	82000200	critical	No Ranging Response received - T3 time-out;CM-MAC=*PRIVACY*;CMTS-MAC=*PRIVACY*;CM-QOS=1.1;CM-VER=3.1;
6	09/21/2019 05:46:44	68010300	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=*PRIVACY*;CMTS-MAC=*PRIVACY*;CM-QOS=1.1;CM-VER=3.1;
7	09/21/2019 11:11:08	82000200	critical	No Ranging Response received - T3 time-out;CM-MAC=*PRIVACY*;CMTS-MAC=*PRIVACY*;CM-QOS=1.1;CM-VER=3.1;
8	09/21/2019 11:11:09	82000300	critical	Ranging Request Retries exhausted;CM-MAC=*PRIVACY*;CMTS-MAC=*PRIVACY*;CM-QOS=1.1;CM-VER=3.1;
9	09/21/2019 11:11:09	82000600	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=*PRIVACY*;CMTS-MAC=*PRIVACY*;CM-QOS=1.1;CM-VER=3.1;
10	09/21/2019 12:11:09	82000400	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=*PRIVACY*;CMTS-MAC=*PRIVACY*;CM-QOS=1.1;CM-VER=3.1;
11	09/21/2019 20:49:33	82000200	critical	No Ranging Response received - T3 time-out;CM-MAC=*PRIVACY*;CMTS-MAC=*PRIVACY*;CM-QOS=1.1;CM-VER=3.1;
12	09/21/2019 20:49:34	82000300	critical	Ranging Request Retries exhausted;CM-MAC=*PRIVACY*;CMTS-MAC=*PRIVACY*;CM-QOS=1.1;CM-VER=3.1;
13	09/21/2019 20:49:34	82000600	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=*PRIVACY*;CMTS-MAC=*PRIVACY*;CM-QOS=1.1;CM-VER=3.1;
14	09/21/2019 20:49:36	82000200	critical	No Ranging Response received - T3 time-out;CM-MAC=*PRIVACY*;CMTS-MAC=*PRIVACY*;CM-QOS=1.1;CM-VER=3.1;
15	09/21/2019 20:49:37	82000300	critical	Ranging Request Retries exhausted;CM-MAC=*PRIVACY*;CMTS-MAC=*PRIVACY*;CM-QOS=1.1;CM-VER=3.1;
16	09/21/2019 20:49:37	82000600	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=*PRIVACY*;CMTS-MAC=*PRIVACY*;CM-QOS=1.1;CM-VER=3.1;
17	09/21/2019 20:50:07	82000400	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=*PRIVACY*;CMTS-MAC=*PRIVACY*;CM-QOS=1.1;CM-VER=3.1;
18	09/21/2019 20:50:36	82000200	critical	No Ranging Response received - T3 time-out;CM-MAC=*PRIVACY*;CMTS-MAC=*PRIVACY*;CM-QOS=1.1;CM-VER=3.1;
19	09/23/2019 21:49:21	90000000	warning	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=*PRIVACY*;CMTS-MAC=*PRIVACY*;CM-QOS=1.1;CM-VER=3.1;
20	09/24/2019 21:49:18	68010300	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=*PRIVACY*;CMTS-MAC=*PRIVACY*;CM-QOS=1.1;CM-VER=3.1;

***Edited to remove personal MAC address***

***Added Labels***

[RogersAndy]

Hey @mperry!

Thanks so much for reaching out via PM, we'll be able to further assist there in identifying what's causing your intermittency.

For the community though, as a note, I reviewed event log posted, there's nothing within the log that's an indication of where the issue may be. It's all relatively standard, and the DHCP renewal error isn't always an indication of an issue (almost always not). 

Looking forward to getting to the bottom of this for you.

@RogersAndy

[Nash11]

Seems every time temperature outside changes my Internet becomes intermittent.  Constant dropping sometimes every 2-3 hours for weeks and days and today every 3-10 minutes.  Something has to change.  Internet was fine six months ago this stuff started happening with temperatures warming up and it's been nuisance all summer and now I've had it - I can't have it go down every 2-10 minutes doing work.

Hardware Version	1A
Software Version	2.0.10.36T6

 

(The log file removed for privacy reasons. You can redact the CM-MAC address and post it again. /RogersMoin)

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	609000000	256QAM	0.700	10	37.356
2	849000000	256QAM	3.800	2	37.356
3	855000000	256QAM	2.700	3	37.356
4	861000000	256QAM	1.200	4	36.387
5	579000000	256QAM	0.200	5	37.356
6	585000000	256QAM	0.400	6	37.356
7	591000000	256QAM	0.500	7	37.356
8	597000000	256QAM	0.600	8	37.356
9	603000000	256QAM	0.500	9	37.356
10	279000000	256QAM	-2.100	1	38.983
11	615000000	256QAM	0.900	11	37.636
12	621000000	256QAM	1.400	12	37.636
13	633000000	256QAM	1.200	13	37.636
14	639000000	256QAM	1.000	14	37.636
15	645000000	256QAM	1.200	15	37.356
16	651000000	256QAM	1.500	16	37.636
17	657000000	256QAM	2.000	17	37.636
18	663000000	256QAM	1.600	18	37.356
19	669000000	256QAM	1.500	19	37.636
20	675000000	256QAM	1.500	20	37.356
21	681000000	256QAM	1.100	21	37.636
22	687000000	256QAM	1.000	22	37.356
23	693000000	256QAM	0.900	23	37.356
24	699000000	256QAM	1.100	24	36.610
25	705000000	256QAM	0.800	25	37.356
26	711000000	256QAM	1.000	26	37.356
27	717000000	256QAM	1.200	27	37.356
28	723000000	256QAM	1.200	28	36.610
29	825000000	256QAM	1.900	29	37.356
30	831000000	256QAM	2.200	30	37.356
31	837000000	256QAM	3.400	31	37.636
32	843000000	256QAM	3.500	32	37.636

OFDM Downstream Overview

Receiver	FFT type	Subcarr 0 Frequency(MHz)	PLC locked	NCP locked	MDC1 locked	PLC power(dBmv)
0	NA	NA	NO	NO	NO	NA
1	4K	275600000	YES	YES	YES	-1.400002

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	25300000	ATDMA - 64QAM	44.250	2	3200000
2	36996000	ATDMA - 64QAM	41.000	4	6400000
3	30596000	ATDMA - 64QAM	42.250	3	6400000
4	22100000	ATDMA - 64QAM	44.250	1	3200000

OFDM/OFDMA Overview

Channel Index	State	lin Digital Att	Digital Att	BW (sc's*fft)	Report Power	Report Power1_6	FFT Size
0	DISABLED	0.5000	0.0000	0.0000	-inf	-1.0000	4K
1	DISABLED	0.5000	0.0000	0.0000	-inf	-1.0000	4K

[RogersAndy]

Hey @Nash11!

Thanks for providing the signal levels in regards to your intermittent internet issue!

Signal levels as they look currently seem ok :). Can you confirm for me if these are pulled during a period of poor weather?

In addition, can you confirm for me if the connection drops across all devices and if the modem appears to be rebooting when the drop occurs?

Thanks!

@RogersAndy