FEEDBACK - Rogers Rocket Wi-Fi Modem Firmware Trial

[RogersMargaret]

Hello Community,

We are currently offering our users an exclusive opportunity to participate in an upcoming trial of the new firmware for our Rocket Wi-Fi Modem (CGN3ACR, CGN3AMR and CGN3ACSMR) and Rocket Gigabit Wi-Fi Modem (CGN3552 and CODA-4582). For details of this program, please see this thread.

This thread will be used for feedback regarding the firmware.  We've invited @RogersSergio, @RogersSyd & @RogersBob from our Networking team to participate in this thread.  Your feedback is very valuable and will be used to enhance the firmware before it is released publicly.

Thank you for your continued feedback and support.

[HAKDevil1989]

Hi RogersDave,

As you work through your list may I have my CODA-4582 modem added to the firmware trial as well please?Would want to get to .31 as well. Thank you.

[RogersDave]

---

@HAKDevil1989 wrote:

Hi RogersDave,

As you work through your list may I have my CODA-4582 modem added to the firmware trial as well please?Would want to get to .31 as well. Thank you.

---

To register for the trial program, you will need to send a private message to @CommunityHelps including your modem MAC address and serial number. They will handle the registration part and then I will be able to upgrade your modem.

Dave

[nobs2016]

I was experiencing increasing frequency of reboots over last 7-8 weeks. Last FW was .29.

Exchanged for a new CODA 4582 (after 6 months) and so far so good with .27 running for last 2 days+.

Download still struggles to get to 500 on a good day.

I'll try the .31 with understanding I can drop back to .27

Thanks

[Datalink]

@nobs2016 to return to .27 all you have to do is run a Factory Reset.  Of course, if you also accidentally run a Factory Reset, the modem will revert to .27. Rebooting or restarting the modem will leave it with its current firmware version intact. 

Increasing reboots have historically been an indication of an ongoing cable signal problem, with the modem rebooting to reestablish communications with the CMTS.  

Can you log into the modem, navigate to the STATUS .... DOCSIS WAN tab, copy the Downstream and Upstream table and paste that into a post, just to check the signal levels.  The copy and paste process will paste in the text contents of the table.

[AOD999]

So once again I’m returning to the WUI not loading correctly behind pfsense. It seems to be only related to that. Once I connect it to another device it works AFTER a reboot with the other device. I haven’t been too hung up on it.

More concerned with this other problem not sure if related or not where the modem loses 3.1 sync and keeps on 3.0 with flashing green up and downstream lights. Had a modem do this before and swapped it. Going to see if a tech can fix it. What’s really werid is this happened with .27 and now again with .29

[nobs2016]

@Datalink

Thanks. Here's what I got:

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	256QAM	2.300	7	38.983
2	855000000	256QAM	-9.600	3	35.084
3	861000000	256QAM	-10.500	4	33.957
4	579000000	256QAM	1.800	5	38.983
5	585000000	256QAM	2.400	6	38.983
6	849000000	256QAM	-9.300	2	35.084
7	597000000	256QAM	1.200	8	38.983
8	603000000	256QAM	-0.100	9	38.983
9	609000000	256QAM	1.000	10	38.983
10	615000000	256QAM	1.100	11	38.983
11	621000000	256QAM	1.600	12	38.983
12	633000000	256QAM	0.200	13	38.605
13	639000000	256QAM	0.900	14	38.983
14	645000000	256QAM	0.600	15	38.605
15	651000000	256QAM	0.300	16	38.983
16	657000000	256QAM	-0.300	17	38.605
17	663000000	256QAM	0.000	18	38.605
18	669000000	256QAM	-0.400	19	38.605
19	675000000	256QAM	-1.200	20	38.983
20	681000000	256QAM	-1.200	21	38.605
21	687000000	256QAM	-1.000	22	38.983
22	693000000	256QAM	-0.900	23	38.605
23	699000000	256QAM	-2.300	24	37.636
24	705000000	256QAM	-3.700	25	37.356
25	711000000	256QAM	-3.300	26	37.356
26	717000000	256QAM	-3.600	27	37.636
27	723000000	256QAM	-3.200	28	37.636
28	825000000	256QAM	-9.000	29	35.084
29	831000000	256QAM	-8.700	30	35.084
30	837000000	256QAM	-9.500	31	35.084
31	843000000	256QAM	-9.800	32	34.926
32	303000000	256QAM	7.400	1	38.605

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	5.800003
1	NA	NA	NO	NO	NO	NA

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	30596000	ATDMA - 64QAM	34.000	1	6400000
2	38596000	ATDMA - 64QAM	37.500	3	3200000
3	23700000	ATDMA - 64QAM	33.250	2	6400000

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

[Datalink]

@nobs2016 for the most part the signal levels are ok.  There is a pretty severe frequency roll-off above 750 Mhz, but this is common in the Rogers network.  That might be due to Rogers equipment somewhere between the CMTS and modem that is limiting the frequency response above 750 Mhz.  In any event, the DOCSIS 3.0 channels are not in use as the modem is using the DOCSIS 3.1 (OFDM) downstream channel.  The upstream channels which are running DOCSIS 3.0 appear to be ok in terms of their power output from the modem.  

It might be worth calling tech support to ask the CSR what the OFDM channel power level and signal to noise ratio are at.  The user interface data is not correct at the present time but tech support apparently have access to the correct data.  The question is, are both the power level and signal to noise ratio at acceptable levels.  I would also ask the CSR to record the complaint on file.  Calling in to complain and having that complaint recorded will build a history file of poor service that will be evident down the road.  

Edit:  when the modem reboots, is there a period of time prior to the reboot where you lose internet service, and, if so, is that time period long enough that you could call tech support to have the CSR check the modem.  The very best time to call is when the service has failed, so that the tech can determine where the failure point is.  Its just a question of how fast that loss of service is and how quickly the modem reboots and gets back into service.  A modem reboot will temporarily resolve a cable issue, but, successive reboots are usually caused by a cable and/or connector failure.  Is your external cable run underground or overhead from a utility pole?

[nobs2016]

@Datalink thanks for taking the time. I just got two reboots within the hour, just as I stepped in. I will check status in the morning and call tech support. Typically the time outs are not long enough if waiting for support in queue. But as I just exchanged the modem and this is problematic from the get-go I got to get this resolved one way or other. I'm at the "unacceptable" stage.

External cable runs overhead.

[SeanMM]

My modem was upgraded to .31.  After the upgrade I've noticed degraded upload speeds and my modem has become unstable.   The modem is in bridge mode and became unresponsive when hitting the management IP.  Rebooting the device left me without connectivity, both up and down stream wouldn't lock up.  Factory reset, put me on firmware .27 and the device is back online again.  Upload speeds are still slow, but it looks like my area was re-segmented again and there is congestion at the SHUB.  It's going to take me 20 calls with Rogers to get that addressed. 

Anyone else having a flaky modem after the upgrade to .31?  

[Datalink]

@nobs2016 ok, in that case call tech support and indicate that you're seeing a reboot, or more, at frequent intervals, to the point where your internet service is not dependable.  Make sure that the tech records the complaint on file.  Request a tech visit to examine and probably replace the external cable.  If you don't get a positive response to your complaint, terminate the call and simply call in whenever you have a service drop out.  Put tech support on speed dial and don't be afraid to use it.  Ensure that your service drop out complaint is recorded for every call.  A little persistence at this point will go a long way to resolving this.  Intermittent issues like this are a pain to resolve.  It would be much easier to resolve this if the cable and/or connector simply failed, allowing the problem to be easily located.   

[netprice2high]

---

@gp-se wrote:

---

@netprice2high wrote:

I'm on CGN3 and .27 firmware and in Bridge mode and losing connection seemingly randomly every 7 days. Looking at the logs it seems to be renewing IP. But why does it renew at middle of the day and then sometimes in evening, disrupting my work etc. Before the firmware I was in Gateway mode and never had this problem. (but Bridge mode would crash modem randomly which the firmware fixed).

edit: it just released/renewed IP AGAIN right after I wrote this post... why....

2 renews in 1 day. 12:10 then just now 12:40...

---

Is the Modem renewing the IP address to the CMTS that is dropping the connection, or your computer/devices are renewing IP address twice a day causing a connection drop?

@if it's the modem when it drops the connection are all the lights on the front of the modem on like normal, or does the @ Light flash?

What device is the modem bridged too?

---

the modem is bridged to a tp-link archer c8 v2 router. The router shouldn't renew address that frequently. I think it's the modem, when it happens all the lights on the modem are off, only the power light is on then it goes through all the up/down stream lights etc. as if it's rebooting. Nothing in the modem's logfile...

I have since changed modem back to gateway mode. Just received newest version .33 minutes ago. will see how this goes.

[Datalink]

@netprice2high can you log into the modem and:

1.  navigate to the STATUS .... DOCSIS WAN tab, copy the Downstream and Upstream table and paste that into a post.  The copy and paste process will paste in the text contents of the table.

2.  navigate to the BASIC .... LAN SETUP tab and check the DHCP Lease Time.  If its set for a few hours or 30 min, set it to something like 1 week, 2 weeks or forever.  I'm looking at the lease times available for the CODA-4582 which should be pretty close to the newest CGN3xxx firmware that you have loaded on your modem. 

[netprice2high]

---

@Datalink wrote:

@netprice2high can you log into the modem and:

1.  navigate to the STATUS .... DOCSIS WAN tab, copy the Downstream and Upstream table and paste that into a post.  The copy and paste process will paste in the text contents of the table.

2.  navigate to the BASIC .... LAN SETUP tab and check the DHCP Lease Time.  If its set for a few hours or 30 min, set it to something like 1 week, 2 weeks or forever.  I'm looking at the lease times available for the CODA-4582 which should be pretty close to the newest CGN3xxx firmware that you have loaded on your modem. 

---

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	693000000	256QAM	1.800	23	40.366
2	579000000	256QAM	1.100	5	40.366
3	585000000	256QAM	1.200	6	40.366
4	591000000	256QAM	0.900	7	40.366
5	597000000	256QAM	1.200	8	40.946
6	603000000	256QAM	1.000	9	40.946
7	609000000	256QAM	1.200	10	40.946
8	615000000	256QAM	1.100	11	40.946
9	621000000	256QAM	0.500	12	40.366
10	633000000	256QAM	0.800	13	40.946
11	639000000	256QAM	0.700	14	40.366
12	645000000	256QAM	0.800	15	40.366
13	651000000	256QAM	0.700	16	40.366
14	657000000	256QAM	0.900	17	40.366
15	663000000	256QAM	0.800	18	40.366
16	669000000	256QAM	1.100	19	40.366
17	675000000	256QAM	1.300	20	40.366
18	681000000	256QAM	1.800	21	40.366
19	687000000	256QAM	1.600	22	40.366
20	303000000	256QAM	1.500	1	38.605
21	699000000	256QAM	1.900	24	40.946
22	705000000	256QAM	1.800	25	40.946
23	711000000	256QAM	1.700	26	40.946
24	717000000	256QAM	1.200	27	40.946

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	23700000	ATDMA - 64QAM	41.250	2	6400000
2	38596000	ATDMA - 64QAM	41.250	3	3200000
3	30596000	ATDMA - 64QAM	41.250	1	6400000

I set the renew time to "forever" when I got the modem. it defaults to  1 week i think.

[Datalink]

Your downstream signal levels and signal to noise ratios are all good.  The upstream is just slightly above the historical 36 to 40 dBmV range, but at 41.25 dBmV, their ok.  From a signal level perspective, there isn't anything that would suggest any problems.  Just to expand on @gp-se's previous question, is the modem rebooting which would suggest a cable problem, or is there a specific pattern on the front LEDs that keeps repeating when this problem comes up, which would indicate that the modem keeps operating but with some type of issue on the go? 

[dere61]

Today got the new .31 Firmware updates, will testing later.

Thanks,,,

[netprice2high]

---

@Datalink wrote:

Your downstream signal levels and signal to noise ratios are all good.  The upstream is just slightly above the historical 36 to 40 dBmV range, but at 41.25 dBmV, their ok.  From a signal level perspective, there isn't anything that would suggest any problems.  Just to expand on @gp-se's previous question, is the modem rebooting which would suggest a cable problem, or is there a specific pattern on the front LEDs that keeps repeating when this problem comes up, which would indicate that the modem keeps operating but with some type of issue on the go? 

---

I think it's reboot because when I loose internet i run down stairs and see the modem only has the power light on. then it goes through the booting up process lighting up one by one then it's fine, doesn't keep rebooting or anything. I had a random reboot problem before but it was because of the production firmware + bridge mode. I also had 2 techs come out not too long ago they checked everything and redid my cables inside and out because my signals were bad before. so I think cables should be fine which is kinda weird...  I'll just keep an eye on it now i guess see if it happens again.

[Datalink]

@netprice2high you indicated that the modem is downstairs.  Is it sitting inside the Structured Wiring Cabinet, where all of the house RG-6 cabling and telephone cabling terminate?  If so, then the modem should be moved out of the cabinet or the cabinet door should be left open so that the modem has sufficient air circulation to keep it cool.  Ideally it would be out in the open so that it stays relatively cool.

[nobs2016]

@Datalink Tech came and after much frustration ended up replacing a coupling (female to female) at the entry point. Now my DOCSIS WAN looks like this:

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	609000000	256QAM	1.700	10	35.780
2	849000000	256QAM	-9.200	2	30.366
3	855000000	256QAM	-9.600	3	30.002
4	861000000	256QAM	-9.900	4	29.759
5	579000000	256QAM	2.600	5	35.595
6	585000000	256QAM	2.400	6	35.595
7	591000000	256QAM	2.100	7	35.084
8	597000000	256QAM	1.500	8	34.926
9	603000000	256QAM	0.900	9	34.926
10	303000000	256QAM	7.600	1	35.595
11	615000000	256QAM	1.200	11	35.595
12	621000000	256QAM	1.700	12	35.595
13	633000000	256QAM	1.000	13	35.084
14	639000000	256QAM	1.300	14	35.780
15	645000000	256QAM	1.000	15	35.084
16	651000000	256QAM	0.800	16	35.084
17	657000000	256QAM	0.000	17	34.484
18	663000000	256QAM	0.400	18	34.926
19	669000000	256QAM	0.000	19	34.926
20	675000000	256QAM	-0.300	20	34.484
21	681000000	256QAM	-0.400	21	34.926
22	687000000	256QAM	-0.900	22	34.484
23	693000000	256QAM	-1.100	23	34.484
24	699000000	256QAM	-2.100	24	33.487
25	705000000	256QAM	-2.500	25	33.377
26	711000000	256QAM	-2.500	26	33.377
27	717000000	256QAM	-3.700	27	32.676
28	723000000	256QAM	-3.500	28	32.676
29	825000000	256QAM	-8.600	29	30.647
30	831000000	256QAM	-8.300	30	30.824
31	837000000	256QAM	-8.600	31	30.885
32	843000000	256QAM	-9.000	32	30.421

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	6.300003

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	23700000	ATDMA - 64QAM	33.000	2	6400000
2	38596000	ATDMA - 64QAM	37.750	3	3200000
3	30596000	ATDMA - 64QAM	34.500	1	6400000

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

[azar1]

Replaced my Hitron modem to the newer one today at a rogers store.

Came home and did a speed test on the wireless

5G I am getting about 250mbps and on 2.4G I'm only getting 40mbps, sitting about 5 meters away from the modem.

I tried plugging it directly into 3 different laptops. Two are only getting 60mbps on a speedtest, and other one is getting 500~mbps

Can anybody provide any advice or suggestions on my scenario here. Can't seem to figure it out, even if the laptops are a bit on the older side, surely it should get more than 60mbps when plugged in directly to the modem, and I made sure that WiFi was disabled on all devices.

[gp-se]

---

@nobs2016 wrote:

@Datalink Tech came and after much frustration ended up replacing a coupling (female to female) at the entry point. Now my DOCSIS WAN looks like this:

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	609000000	256QAM	1.700	10	35.780
2	849000000	256QAM	-9.200	2	30.366
3	855000000	256QAM	-9.600	3	30.002
4	861000000	256QAM	-9.900	4	29.759
5	579000000	256QAM	2.600	5	35.595
6	585000000	256QAM	2.400	6	35.595
7	591000000	256QAM	2.100	7	35.084
8	597000000	256QAM	1.500	8	34.926
9	603000000	256QAM	0.900	9	34.926
10	303000000	256QAM	7.600	1	35.595
11	615000000	256QAM	1.200	11	35.595
12	621000000	256QAM	1.700	12	35.595
13	633000000	256QAM	1.000	13	35.084
14	639000000	256QAM	1.300	14	35.780
15	645000000	256QAM	1.000	15	35.084
16	651000000	256QAM	0.800	16	35.084
17	657000000	256QAM	0.000	17	34.484
18	663000000	256QAM	0.400	18	34.926
19	669000000	256QAM	0.000	19	34.926
20	675000000	256QAM	-0.300	20	34.484
21	681000000	256QAM	-0.400	21	34.926
22	687000000	256QAM	-0.900	22	34.484
23	693000000	256QAM	-1.100	23	34.484
24	699000000	256QAM	-2.100	24	33.487
25	705000000	256QAM	-2.500	25	33.377
26	711000000	256QAM	-2.500	26	33.377
27	717000000	256QAM	-3.700	27	32.676
28	723000000	256QAM	-3.500	28	32.676
29	825000000	256QAM	-8.600	29	30.647
30	831000000	256QAM	-8.300	30	30.824
31	837000000	256QAM	-8.600	31	30.885
32	843000000	256QAM	-9.000	32	30.421

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	6.300003

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	23700000	ATDMA - 64QAM	33.000	2	6400000
2	38596000	ATDMA - 64QAM	37.750	3	3200000
3	30596000	ATDMA - 64QAM	34.500	1	6400000

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

---

@nobs2016

Those signal levels are still all over the place. I would call Rogers and ask them to send a senior tech. Your signal goes from -9 to +7db, that isn't normal at all. There should be maybe 3-6db variance between the channels, you have 18db of variance!

[netprice2high]

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@Datalink wrote:

@netprice2high you indicated that the modem is downstairs.  Is it sitting inside the Structured Wiring Cabinet, where all of the house RG-6 cabling and telephone cabling terminate?  If so, then the modem should be moved out of the cabinet or the cabinet door should be left open so that the modem has sufficient air circulation to keep it cool.  Ideally it would be out in the open so that it stays relatively cool.

---

It's in the open, on top of a high shelf. Really high shelf. needs a ladder to reach it lol. that room is usually cooler than all the other areas of the house (except for basement...)