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.

[ablatt]

Can you explain what you mean by:

"The upgrade from 2.0 to 7.1 is a substantial change in the modem as it has a new sdk and with each modem we have 1 opportunity for a true "first time" upgrade experience."

I am trying to understand the update and rollback process between 2.0 and 7.1 firmware versions.

Once you update from 2.0 to 7.0 can you truly revert completely back to 2.0, even after a factory reset?  I mean to exactly how it was before the update to 7.0.  Or has some component been irreversibly updated?

And if you can rollback to 2.0 can you go fully back to 7.0 without issues?  And here I mean to 7.0 as it was when you "first" updated to it, and before you rolled back.

[ablatt]

@RogersIan 

These questions are for you.  I think it would clear some things up.

Can you explain what you meant in an earlier post when you said:

"The upgrade from 2.0 to 7.1 is a substantial change in the modem as it has a new sdk and with each modem we have 1 opportunity for a true "first time" upgrade experience."

I am trying to understand the update and rollback process between 2.0 and 7.1 firmware versions.

Once you update from 2.0 to 7.0 can you truly revert completely back to 2.0, even after a factory reset? I mean to exactly how it was before the update to 7.0. Or has some component been irreversibly updated?

And if you can rollback to 2.0 can you go fully back to 7.0 without issues? And here I mean to 7.0 as it was when you "first" updated to it, and before you rolled back.

[JohnBeaudin]

@RogersIan

So far 7.30

Wired: much lower results on speedtest and a lot lower download speed overall ( from 40-60 mb/s to 5-10 mb/s on battle.net servers) Internet is however stable and I don't need to reboot the modem as often as with the previous firmware.

WIFI: This is where things gets a bit more ugly both 2.4g and 5g are doing very poorly, 5g is barely usable and 2.4 is unstable and also speed is a lot lower compared to previous firmware.

Are we making any progress to get these issues fixed on a next firmware soon?

[RogersIan]

@RyzenFXHave you experienced the GUI login issue since the upgrade last week?

@ablatt  Correct, there are changes which occur in the modem on the upgrade to 7.1 which are irreversible which is why we would rather not roll a modem back to 2.0 code.

@JohnBeaudinYou previously mentioned your Wi-Fi issues are across all devices, do you notice them more on one make/model then another? Does changing the channels make a difference?

thanks,
RogersIan

[fd123]

Firmware: 7.1.1.30

Speeds are pretty bad.   Gigabit, performing much worse that the pretty solid 36T6 previous firmware.  Speeds down from 940Mbps to 400-780Mbps and up from 32.76Mbps to 10-24Mbps and when hitting the higher looks like it's really fighting to get to it.    

Save us... 😉

[RogersCorey]

Greetings @fd123!

Should you be experiencing slow speeds, we really should run some tests and troubleshoot with you. I want to eliminate other technical issues as the culprit before we lean towards the firmware as being at fault.

Please PM us @CommunityHelps for further support. If you're not familiar with our PMing process, you can find instructions here.

Regards,

RogersCorey

[ablatt]

So what's the story with this 7.1 firmware?  Is it in production yet?  The trial and staggered rollout seems to be going on for quite a long time.

[ro11]

Was firmware version 7.1.1.30  pushed to some CODA 4582 modems on Saturday (Feb  8th) or Sunday (Feb 9th)? 

Because usually what my modem did was it would assign IPs to my devices in order of connection, starting from .10, but Sunday morning I noticed that it was assigning random numbers and not in order (ex: .14 then .12). Also since that Sunday morning there is was a few times that my devices would not connect and I would have to restart. 

I am curious just why this happened so randomly and spontaneously. Unfortunately I did not check the firmware version of my modem for some time, so I do not know if it was as a result of this new 7.1.1.30 version being pushed to me randomly. Last thing I remember is back in November being on 2.0.10.36T6, and then Sunday seeing that it was on 7.1.1.30 after the IP and connection problems.

Is there a way for anyone at Rogers to check when a firmware was pushed to my device?

Also, if anyone has experienced what I mentioned about the random and not in order IP assigning to devices please let me know. And if someone that has their modem on version 7.1.1.30 that is willing to recreate and test the issue by restarting their modem and then connecting 2/3 devices to their wifi in order to see if they get the IPs 0.10, 0.11, etc, that would be greatly appreciated. Thank you.

[blues_clues]

@ro11 

You will only see the incremental IP address assignment if the DHCP database is lost.  This occurs at either a subnet change on the LAN or a factory reset of the modem. All other times, the router maintains a DHCP database with IP addresses mapped to MAC addresses.  The default is a one week lease and is maintained for at least half that time by the client or until a link status is changed and a new DHCP addresses is negotiated between client and server.

[Datalink]

@ro11 log into your modem and check the STATUS .... DOCSIS EVENT log.  You should see a software download very early Sunday morning, probably around 2:20 to 2:30 am.  It may have been overwritten due to the firmware load.  If its still in the log, it will look very similar to this:

Log no    Time                                        Type                Priority     Event

15           02/08/2020      07:28:41      69010100      Notice      SW Download INIT - Via NMS

16           02/08/2020      07:29:39      69011100      Notice      SW download Successful - Via NMS

The log time showing in my case is UTC, not Eastern Standard time.

And, fwiw, there was another group of modems where that firmware was loaded on Sunday morning, including my modem. 

[ro11]

@blues_clues 

The incremental IP assignment that I was talking about would happen after I would reboot the modem. So after every reboot, it would assign incremental IPs via DHCP to the devices in order that they are connected. But Sunday, my power went out and my modem restarted. After the restart thats when I saw that it was not incremental and the first device got a random IP. I then restarted the modem to see if it could be recreated, and it was again like that. And so on with every restart since Sunday. So looks like there is just some bug or something in the 7.1.1.30  firmware. 

I did tho manage to fix it now by going into the modem settings and disabling and re-enabling DHCP IP assignment, and now it does it properly incrementally. I am guessing that a factory reset would be good, as theres been many bugs since Sunday.

@Datalink 

Thanks for the reply. I checked and its not there. Theres other stuff there and the oldest one is from yesterday. I am guessing this is because yesterday I had to restart the modem so many times as I was facing so many issues like disconnecting, lag, slow download, etc. All this which started Sunday, and never happened before. I still wish Rogers can confirm if the firmware did get pushed to my device on Sunday. It is looking like that is the case though.

I never asked for my modem to be in the Trials,  so I dont know why I even got this firmware. Been having non stop problems since Sunday. 

Is it possible to get reverted back to 2.0.10.36T6. That was fine and didnt interrupt my daily tasks.

[Datalink]

@ro11 the move to 7.1.1.30 is a one way street.  The end goal is to move all 4582 modems to a 7.x version to allow DOCSIS 3.1 upstream.  Right now DOCSIS 3.1 is only used on the downstream path.  

Fwiw, after the 7.1.1.30 update this weekend, my download rates were very unstable, ranging from 100 Mb/s up to maybe 700 Mb/s, usually averaging somewhere in the sub-400 to 500 Mb/s range.  That's very unsatisfactory to say the least.  

So, after a modem reboot, I kicked the modem into Gateway mode for speedtests and back into Bridge mode with my Asus RT-AC86U behind it.  The speedtest results improved to their previous results running 2.0.10.36T6.  I've seen downstream results up to 950 Mb/s using the www.speedtest servers from Rogers Ottawa, Montreal's Fibrenoire and Spectrum Syracuse NY server.  The uploads have been pegged at 32.99 Mb/s.  

So, personal opinion, a shift back and forth between Gateway mode and Bridge mode might work for you, last resort would be a factory reset.  

Also fwiw, I found that the Hitron modem's have always required a reboot at the very least, a full factory reset at the very worst, in order to see the best performance out of the modem following a firmware update.  That shouldn't be required, but, I've always seen better performance doing one or the other.  This latest update over the weekend has reinforced my previous observations and thoughts regarding Hitron, or "Intel Puma modem" updates. 

Don't be surprised to find bugs in this firmware as it includes a new kernel which is required to support DOCSIS 3.1 upstream.  Its possible that the kernel or additional files required to support the modem have bugs.  If you find a potential bug, please post it and mention @RogersIan to bring that to his attention.  

[ablatt]

@RogersIan

In 7.1.1.30, the DOCSIS Event Log will show as blank after the modem has been running for a while - until the modem is rebooted.  I'm not sure if this is intentional or a bug.  It could take days to happen but eventually it will show up as empty.

I'm also not sure how many days it takes for this to happen.

I am running in Bridge mode.

[toolcubed]

I also would like to know what’s going on with some flavour of a 7.1 rollout. I was originally a beta tester, so I was upgraded to 7.1.1.30, but due to issues with several of my work apps while on that FW, I had to be rolled back to 36T2. While the rollback helped tremendously, it also unfortunately has made my connection less reliable than pre 7.1 upgrade. I lose internet connectivity a few time a week for very short bursts. Never had this problem when I was on 36T2 before the upgrade to 7.1 and then downgrade back to 36T2. I believe the instability might be the result of 7.1 remnants being left over after the rollback to 36T2 as Rogerslan mentioned in an earlier post. So ideally, I would like Rogers to release a more stable version of 7.1 as soon as possible. It would be great if Rogerslan or anyone else can provide an update on when we can expect a full rollout of 7.1x.

[Triple_Helix]

The thing is I have a remote Security System that we can't see via the new Firmware! Which is not good at all and Download speeds are good at best but not as good as the older firmware.

System Information

This menu displays general information of the device

Hardware Version	2A
Software Version	7.1.1.30
Gateway Serial Number
HFC MAC Address
System Time	2020-02-14 19:47:26
Time Zone	UTC-05:00 Eastern Time(US & Canada)
LAN Up Time	010 days 08h:35m:34s

WAN IP Address
WAN Receiving	52.44G Bytes
WAN Sending	7.00G Bytes
Private LAN IP Address	192.168.0.1/24
LAN Receiving	30.45G Bytes
LAN Sending	60.77G Bytes
WAN Up Time	010 days 08h:35m:44s

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	609000000	QAM256	4.099	10	38.983
2	849000000	QAM256	4.500	2	38.605
3	855000000	QAM256	5.099	3	37.636
4	861000000	QAM256	5.900	4	37.636
5	579000000	QAM256	3.500	5	38.605
6	585000000	QAM256	3.900	6	38.983
7	591000000	QAM256	3.500	7	38.605
8	597000000	QAM256	4.300	8	38.605
9	603000000	QAM256	3.799	9	38.605
10	279000000	QAM256	2.799	1	38.983
11	615000000	QAM256	3.500	11	38.983
12	621000000	QAM256	4.500	12	38.983
13	633000000	QAM256	4.099	13	38.983
14	639000000	QAM256	3.500	14	38.983
15	645000000	QAM256	4.099	15	38.983
16	651000000	QAM256	3.900	16	38.983
17	657000000	QAM256	3.700	17	38.983
18	663000000	QAM256	3.000	18	38.983
19	669000000	QAM256	2.799	19	38.983
20	675000000	QAM256	2.799	20	38.605
21	681000000	QAM256	3.599	21	38.983
22	687000000	QAM256	2.700	22	38.605
23	693000000	QAM256	2.500	23	38.605
24	699000000	QAM256	2.900	24	38.605
25	705000000	QAM256	2.400	25	38.605
26	711000000	QAM256	2.099	26	38.605
27	717000000	QAM256	1.599	27	38.605
28	723000000	QAM256	1.799	28	38.605
29	825000000	QAM256	2.299	29	38.983
30	831000000	QAM256	3.500	30	38.605
31	837000000	QAM256	3.700	31	38.605
32	843000000	QAM256	4.500	32	38.605

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	3.500000

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	36996000	64QAM	40.770	4	6400000
2	22100000	64QAM	39.760	1	3200000
3	30596000	64QAM	40.020	3	6400000
4	25300000	64QAM	40.260	2	3200000
5	0	QAM_NONE	-	---	1600000
6	0	QAM_NONE	-	---	1600000
7	0	QAM_NONE	-	---	1600000
8	0	QAM_NONE	-	---	1600000

OFDM/OFDMA Overview

Channel Index	State	lin Digital Att	Digital Att	BW (sc's*fft)	Report Power	Report Power1_6	FFT Size
0	DISABLED	0.0000	0.0000	0.0000	0.0000	0.0000	2K
1	DISABLED	0.0000	0.0000	0.0000	0.0000	0.0000	2K

Sorry!

[Datalink]

@Triple_Helix if you haven't done already, reboot/restart the modem.  Pull the power cord from the wallplate, wait 15 seconds and plug it back in. 

Try a speedtest using:

1.  the Rogers speedtest:  https://www.rogers.com/customer/support/article/internet-speedtest

2.  the www.speedtest.net Toronto, Ottawa or Montreal Rogers servers, whichever is closer.  If you're anywhere near Ottawa also try the Montreal Fibrenoire and Spectrum Syracuse NY servers. 

Now, if the modem restart didn't do anything, kick the modem into Bridge mode and then back into Gateway mode and see what that does for your datarates.  

If that didn't work, I wouldn't hesitate to run a factory reset.  

Fwiw, our modem had 7.1.1.30 loaded last Sunday morning.  Following the firmware load, the download speeds were all over the place, and except for one single test, the rest ranged from 100 Mb/s to 700 Mb/s, usually in the 400 to 500 Mb/s range on a gigabit service.  After a modem reboot and shift from Bridge mode, into Gateway mode and back into Bridge mode, the download rates returned to normal, running up to 950 Mb/s on the downstream side and 32.99 Mb/s on the upload side. 

Its possible that you might need to run a factory reset to get your security system running again. 

[Triple_Helix]

@Datalink I did already without results.

[rjmaxim]

@Datalink  I am still on 10.36T6 and although on gigabit service average speeds have been around 600Mb/s. This morning noticed a significant drop in speed and thought perhaps the 7.1.1.30 was pushed to my Coda 4582.  However this was not the case.....and ritually did the reboot, etc....but speeds did not improve. Considering others were having issues with the 7.1.1.30....I was happy to remain on the 36T6 version. I am in the M1C Toronto area and wondered if others are experiencing same issues or if this is a local Rogers infrastructure problem. Modem is in bridge mode.....and will try factory reset and connect in gateway to see if speeds change. As mentioned in my older posts....used to get average speed of 900 about 18 months ago.....now averaging 650 at least with consistency for the last year....and just accepting that Rogers cannot do better on a 1Gb service.   But less then 100 Mbps is unacceptable.....         

[rjmaxim]

@Datalink  No change in speeds as of this morning. Did factory reset and in Gateway mode speed averaged 600. Then with Coda in bridge mode connected to my router, speeds dropped back to below 100 again. What has changed??? The CODA 10.36T6 was stable until last Friday until speeds dropped significantly.

@RogersIan Has anything changed ? This looks like a software issue to me. The variance between 1Gb and 650 Mb/s is likely area infrastructure related....but dropping below 100 in Bridge Mode is software. Can you please investigate.    Since I have not been scheduled yet to receive 7.1.1.30.....maybe push this out to me, and I can test to see if this makes a difference. 

Attached graph will help clarify the issue. Thanks for your help.

      

[rjmaxim]

@RogersIan  This morning down load speeds still flatlining at 95 Gbps in bridge mode. As per previous comments...With the 4582 in Gateway and Direct connect....Speeds are around 600.

Version 10.36T6 was stable for long period until last Friday. Upload has always been consistent at 30.  Can you please have this investigated and have tech support run a check.

Prefer to stay on 36T6 if possible, ......considering others still having major issues with V 7.1.1.30 

Thanks for your help.    

ps. tried rebooting modem several times, switching between Gateway & Bridge mode....all the usual methods but no change when attached to router.   

[rjmaxim]

sorry meant 95Mbps....not Gbps......That would be great.!!