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.

[mcsandy]

@rjmaxim

Note im in a condo with fiber direct to the unit. Most people in my building are on Bell as well.

[Triple_Helix]

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@Triple_Helix wrote:

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@Datalink wrote:

@Triple_Helix, I wouldn't trade the modem in just yet.  I'd give @RogersIan or @RogersGordon a chance to have a look at it first, if you can wait for a day or two.  Can you call tech support back and ask the Customer Service Rep what the OFDM channel QAM number is at the present time?  I'm curious if that number has dropped significantly from its normal 1024 level.

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It's back to normal as I tried my other laptop via Ethernet and the speeds were good so reinstalled my Ethernet adapter driver and all is back to normal. 

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Still running well since I reinstalled my Network Card Driver!

[toolcubed]

You're lucky.  While my downstream speeds on my 500/20 plan are fairly consistent at 500-540, my upstream has been all over the place for the past week, accompanied by packet loss.  After 8pm nightly it's particularly bad with an avg of 3-7 Mbps up.  Network team says there's nothing wrong, and the tech that came to the house today also says there's nothing wrong with anything in the house as my signal and SNR levels are optimal.  Yet the tech support agent I spoke to this morning (to schedule the tech visit) did mention that she sees packet loss across multiple modems in the area.  You would think it's an area issue and that maintenance would need to come out?...but nope...nothing scheduled.  I'm on the phone with tech support again, and I'm going to keep at them every day until this is fixed.  So frustrating...I should not have to do this.  Waiting patiently for Bell to roll out FTTH.

[SickBeast]

I am having the exact same issue, except my upload speed tops out at 30mbps.  It's brutal.  Things were awful for me for about a year, and then Rogers must have fixed something because I got the full gigabit speed for about a month.  And then now I can't break 500mbps no matter what time of day I test at or which server I use.  I think I will contact them.  I might just switch down to the 500mbps plan if it's cheaper seeing as that's all they seem to be able to deliver to me.

[toolcubed]

Interesting observation about 2 CODA-4582U (HW version 2A) units that I had. A few months ago I swapped a first generation CODA for the newer U (HW 2A) iteration. When I hooked it up and powered it up, it had firmware 33T3 although there was a newer production firmware version at the time. So I rebooted the modem several times and it remained on 33T3. I eventually had the latest trial firmware pushed down at the time. Fast forward to today. I decided to swap out the modem again for another 4582U (HW 2A) and test it out over the next week while I “patiently” wait for the 2nd tech to swing by on Nov 5th to see if he can fix my low upload/packet loss issues. I figured why not try another modem to see if that’s the cause of my problems. Hooked up the new modem, and after boot up, again it was firmware 33T3. Rebooted 3 times but no luck...still 33T3. I reached out to CommunityHelps to have them push down 36T6 but I find it strange that 2 out of 2 CODA 2A modems exhibited the same behaviour with latest production firmware not auto loading on reboot as it’s supposed to. Anyone else with a 2A model notice this?

[SickBeast]

Ok I have solved the problem with the 36T6 firmware.  I was getting extremely slow speeds.  I have determined the reason:  bridge mode.  With bridge mode enabled my speeds were brutal.  I did not have these problems on previous firmware versions.  I have a high end router with a good CPU.  Anyhow, once I disabled bridge mode, I got the full gigabit speed again right away.  Here are the steps for those of you that want to do this:

- log into your CODA modem and enable the residential gateway

- log into your router and disable DHCP

- set your router's IP address to 192.168.0.2

- hit "apply" for both (I did the CODA modem first; I used two tabs to apply them in quick secession)

- while the units are rebooting themselves, connect an ethernet cable from one of the CODA modem's ethernet ports to one of your router's ethernet ports (do not use the WAN port on your router; just a regular port)

This seems like a strange bug to me.  Hopefully the Rogers technicians can figure this out.

[toolcubed]

I tried putting it back in gateway mode but sadly it doesn’t fix my upload speed issues or my packet loss. Gateway mode or bridged, my download speeds are 600 over ethernet and 500-550 over wifi (wifi using my own router...haven’t tested wifi with coda in gateway), but still only about 12 upstream on average and still as low as 3-5 in the evenings after 8pm. The only times I can hit my full 20 upstream is very early in the mornings (before 7am).

[ablatt]

All of a sudden my download speeds, which had been reliable for months, dropped last night from 920mbps to 60.  I tried everything, including switching back to gateway mode.

I have the CODA 4582U v2A with beta 36T6 firmware.  My signals looked the same at 920 and 60.  The only thing that worked was resetting the modem to factory default.  Then it worked again at 920 in gateway and bridge mode.  By the way, the factory reset did not revert the firmware to production version 36T5. 

[SickBeast]

@toolcubed

Have you tried a factory reset?  Also, are you on gigabit?  Why do you only have 20mbps upload?  If you have 500u then your speeds are *normal*.

[toolcubed]

Yes, I have tried a factory reset. No improvement. I even went as far as getting a new modem. Still, no improvement. My plan is 500/20. Absolutely nothing wrong with my download speeds. My upload speeds, however, have been cut in half (and as low as 3Mbps at night) with fairly consistent packet loss ever since the neighbourhood node work on Oct 16 and 18. Let me stress and repeat that I never had any of these problems prior to the node work. I may not have had 20Mbps at all times, but they were always close and no packet loss.

[Triple_Helix]

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@toolcubed wrote:
Yes, I have tried a factory reset. No improvement. I even went as far as getting a new modem. Still, no improvement. My plan is 500/20. Absolutely nothing wrong with my download speeds. My upload speeds, however, have been cut in half (and as low as 3Mbps at night) with fairly consistent packet loss ever since the neighbourhood node work on Oct 16 and 18. Let me stress and repeat that I never had any of these problems prior to the node work. I may not have had 20Mbps at all times, but they were always close and no packet loss.

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Are you hooked up via Ethernet? If so try to reinstall your Ethernet network driver for your system? If you have Wi-Fi what are your speeds like and do you have another PC to test the connection? https://www.google.com/search?q=how+to+reinstall+ethernet+driver&ie=utf-8&oe=utf-8&client=firefox-b

I did to get my speed back to what it should be: https://communityforums.rogers.com/t5/Internet/FEEDBACK-Rogers-Rocket-Wi-Fi-Modem-Firmware-Trial/m-p...

[toolcubed]

I’ve tried wired and wireless on various devices (2 iPhones, and 3 different laptops). When wired, I tried while connected to my own router and also connected directly to the CODA modem. I’ve even tried putting the CODA back in gateway mode and connecting directly to it. Nothing improves my upload speed and packet loss. Download speed while connected thru ethernet to either my own router or to CODA is ~600Mbps. Download speed over wireless is 500-540 Mbps. The problem is only with my upload speed and packet loss on the upstream. I haven’t tried reinstalling the ethernet drivers. I know that’s worked for you but not sure what that will do since 1. I have the same issues with my iPhones, 2. The problems happened immediately following a Rogers infrastructure change (i.e. node work), 3. Things were perfectly fine before, and 4. How would reinstalling the ethernet drivers on my laptops fix the same issue I’m having on my iPhones? (By the way, I did perform a network reset on both iPhones). I will bet my hard earned dollars that this is a problem with congestion on the node, or misconfiguration of the new node, or noise in the system (e.g. from a neighbour) that happened to coincide with the node work.

Edit:

I logged into the modem and looked at the DOCSIS Event Logs table. I see several “No Ranging Response received - T3 time-out” entries and one “SYNC Timing Synchroniztion failure - Loss of Sync”. Not sure what those mean.

[mcsandy]

@toolcubed

Can you post your signal page info? Also have you tried asking @CommunityHelps to do a line test?

[toolcubed]

@mcsandy, here are my modem's stats (see below).  CommunityHelps and the technician that was here several days ago both ran tests and both concluded that my levels are "excellent".

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	256QAM	0.700	7	37.636
2	855000000	256QAM	1.300	3	38.605
3	861000000	256QAM	1.200	4	38.605
4	579000000	256QAM	0.500	5	37.636
5	585000000	256QAM	0.400	6	37.636
6	849000000	256QAM	1.400	2	37.636
7	597000000	256QAM	0.800	8	37.636
8	603000000	256QAM	0.800	9	37.636
9	609000000	256QAM	0.800	10	37.356
10	615000000	256QAM	0.700	11	37.636
11	621000000	256QAM	0.700	12	37.636
12	633000000	256QAM	1.000	13	37.636
13	639000000	256QAM	1.100	14	37.636
14	645000000	256QAM	1.500	15	37.636
15	651000000	256QAM	1.500	16	37.636
16	657000000	256QAM	1.500	17	37.636
17	663000000	256QAM	1.400	18	38.605
18	669000000	256QAM	1.300	19	37.636
19	675000000	256QAM	1.600	20	37.636
20	681000000	256QAM	1.600	21	38.605
21	687000000	256QAM	1.600	22	37.636
22	693000000	256QAM	1.400	23	37.636
23	699000000	256QAM	1.600	24	37.356
24	705000000	256QAM	1.400	25	37.636
25	711000000	256QAM	0.900	26	37.636
26	717000000	256QAM	0.900	27	37.356
27	723000000	256QAM	0.900	28	37.356
28	825000000	256QAM	1.100	29	37.636
29	831000000	256QAM	1.000	30	37.636
30	837000000	256QAM	1.100	31	38.605
31	843000000	256QAM	1.100	32	37.636
32	303000000	256QAM	-0.400	1	38.983

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	0.500000
1	NA	NA	NO	NO	NO	NA

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	30596000	ATDMA - 64QAM	38.250	1	6400000
2	38596000	ATDMA - 64QAM	41.250	3	3200000
3	23700000	ATDMA - 64QAM	37.750	2	6400000

[RogersIan]

To all of our CGN AC device users who received our most recent test code 4.5.8.39T5 (pushed out October 11th). 

We are looking for feedback, specifically related to unprovoked changes to your Wi-Fi settings after the firmware update occurred.

e.g. wireless network name changed, wireless network password was reset, or the wireless settings reverting to factory default.

So, if you have an AC device on test code 39T5 and have experienced any of the items outlined above (or something similar) we would really appreciate hearing from you.

RogersIan

[toolcubed]

Update on my problem. Literally, overnight Thursday into Friday, the problem seems fixed.I was still having the problem on Thursday. Then all day yesterday (Friday) all of this morning, everything seems perfectly fine. Not only do I not have any more packet loss, but my upload speeds are consistently 21-22, and during the download tests, the needle on the ookla test or the Rogers speed check test immediately shoots up to 500-560 over wifi (whereas before, when I was having problems, it would take a little while to get up over 500). So obviously Rogers fixed something on their end. Any chance of Rogers telling me what was fixed? Knock on wood that this remains fixed!

[SickBeast]

Hey @RogersIan would you please be able to opt me out of the beta firmware for the Coda 4582 modem?  The latest 36T6 firmware is giving me major speed problems in bridge mode.  If you could please revert me to the 36T5 firmware I would really appreciate it.  Thanks!

[Hucklebury]

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@toolcubed wrote:
I’ve tried wired and wireless on various devices (2 iPhones, and 3 different laptops). When wired, I tried while connected to my own router and also connected directly to the CODA modem. I’ve even tried putting the CODA back in gateway mode and connecting directly to it. Nothing improves my upload speed and packet loss. Download speed while connected thru ethernet to either my own router or to CODA is ~600Mbps. Download speed over wireless is 500-540 Mbps. The problem is only with my upload speed and packet loss on the upstream. I haven’t tried reinstalling the ethernet drivers. I know that’s worked for you but not sure what that will do since 1. I have the same issues with my iPhones, 2. The problems happened immediately following a Rogers infrastructure change (i.e. node work), 3. Things were perfectly fine before, and 4. How would reinstalling the ethernet drivers on my laptops fix the same issue I’m having on my iPhones? (By the way, I did perform a network reset on both iPhones). I will bet my hard earned dollars that this is a problem with congestion on the node, or misconfiguration of the new node, or noise in the system (e.g. from a neighbour) that happened to coincide with the node work.

Edit:

I logged into the modem and looked at the DOCSIS Event Logs table. I see several “No Ranging Response received - T3 time-out” entries and one “SYNC Timing Synchroniztion failure - Loss of Sync”. Not sure what those mean.

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Does anyone know what these event logs mean..... For the past couple of days Mine have been filling up with them. I used to only get them once in a while.

[RogersIan]

@SickBeast

Sorry to hear about your experience. We have pushed 36T5 to your device, please let me know if your speeds improve.

When you have a moment I was hoping you could answer a few questions.

1. Were you connected through a router or directly to the gateway?

2. Was the connection slow intermittently or constantly?

3. Did your speeds gradually decrease or was it a big drop at once?

4. Did rebooting the gateway return your speeds?

For anyone else using bridge mode on 36T6 how are your speeds?

RogersIan

[ablatt]

I am in bridge mode with 36T6.  About a week ago my download speeds dropped suddenly to around 60 mbps.  My signal looked the same.  I switched back to gateway mode but that didn't help.   I then reset to factory defaults and put it back in bridge mode.  It's been a week and it's fine so far.  CODA-4582U 2A.

[SickBeast]

Hi @RogersIan, thank you for pushing the standard firmware to my modem so promptly.  Unfortunately I am still having this same issue on the 36T5 firmware.  I am certain that I did not have this issue on previous versions of the firmware.  I just can't say exactly which version or when the problem started.  I will tell you that I'm running a Netgear R8500 router which is pretty much top of the line.  It has more than enough CPU power to resolve the connection.

If you guys could look into this issue for future firmware revisions I would really appreciate it.  I can't access a lot of the functions of my router like this.  I much prefer bridge mode.

Just to confirm with you, in bridge mode I'm getting around 400mbps download speed.  When the modem is not in bridge mode, I get the full gigabit speed on speed tests; around 950mbps.  Upload speed does not seem to be affected at all.