Constant Rogers Ignite 1GB Internet Disconnects

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I'm Here A Lot
Posts: 7

Constant Rogers Ignite 1GB Internet Disconnects

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***

Moderator
Moderator
Posts: 225

Re: Constant Rogers Ignite 1GB Internet Disconnects

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

I've Been Here Awhile
Posts: 3

Re: Constant Rogers Ignite 1GB Internet Disconnects

 

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
Moderator
Moderator
Posts: 225

Re: Constant Rogers Ignite 1GB Internet Disconnects

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