FEEDBACK - Rogers Rocket Wi-Fi Modem Firmware Trial

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I Plan to Stick Around
Posts: 137

Re: FEEDBACK - Rogers Rocket Wi-Fi Modem Firmware Trial

Yep,my mistake.At least I can get another jab in at Rogers! 🙂
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I'm a Reliable Contributor
Posts: 394

Re: FEEDBACK - Rogers Rocket Wi-Fi Modem Firmware Trial

@Rogerslan would you be able to look into this?
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I've Been Here Awhile
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Re: FEEDBACK - Rogers Rocket Wi-Fi Modem Firmware Trial

Replying to this:


@herrshaun wrote:

My modem just updated to version 7.1.1.33. Can anyone tell me what changed?


The post hasn't been updated yet, but you can find the release notes for every firmware version here. 7.1.1.33 likely refers to your CODA 4582 (white box).

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I'm a Reliable Contributor
Posts: 394

Re: FEEDBACK - Rogers Rocket Wi-Fi Modem Firmware Trial

Hi everyone.  My connectivity woes continue.  To re-cap, I'm on legacy digital.  I have the CODA-4582 modem in bridge mode on firmware version 7.1.1.33.  It's connected to an Asus router.  IPv6 is disabled.

 

For a while now, my wife and I are both still experiencing issues with Microsoft Teams.  We lose audio every 5 mins or so while on a Teams call, but it automatically comes back after a few seconds and after receiving the dreadful "Something went wrong. Please wait while we try to fix this..." Teams message.  We experience the same issues when using MS Teams on our cell phones while the phones are connected to our WiFi network.  If we shut WiFi off and use LTE (i.e. the cell network), we don't have any audio disconnects or any issues at all with Teams.  This further points to a problem with the network.

 

All other services are fine - TV and home phone work great; internet speeds are great and consistent; etc.  The issue is with Teams and presumably with any other data-based real-time voice/video service.  I tried with the CODA in gateway mode (taking my router out of the equation) but there was no difference - wireless or wired directly to the CODA, we experience the same issues with Teams (also tried with IPv6 enabled and disabled on the CODA).  I then decided to start running some continuous ping tests...using the cmd prompt, I run a continuous ping to 8.8.8.8 and other addresses, and every few hundred successful pings, there's a "Request timed out" entry in the log.  For example - 150-200 successes and then "Request timed out" followed by another 100-150 successes and then another "Request timed out" etc.  Using ping plotter, it's the same thing...a bunch of successful pings and then a solid vertical red bar (indicating a break in the connection) followed by another bunch of successful pings and then another solid red bar, etc.  When this issue happens, I just want to be clear that the modem still appears fully online (i.e. it doesn't disconnect or reboot or anything like that).  It's almost as if there are micro disconnects that would obviously only cause issues with data-based real-time voice services and apps like Teams.  Other internet-based apps like streaming services (e.g. Netflix) are fine because those buffer ahead of time, so even with what I think are micro network disconnections, we would never see those with Netflix or other none-real-time apps.

 

If I had to guess, my thought is that the latest 7.x CODA firmware is buggy.  I had this issue months ago when I was upgraded to the trial 7.x version...and after complaining to Rogers and being downgraded back to the 36Tx version, I didn't have the issue anymore.  I reported this with Rogers tech support today...I gave the agent all the same details I'm sharing here and the agent said he will escalate.  Given the fact that I haven't had much positive experience with Rogers tech support in the past (e.g. I had a couple of prior cases open for months and months with no resolution), I'm not confident that they're going to be able to figure this out.   Having said that, I'm still willing to bet that it's the firmware, so as a quick test, does anyone know (including the Rogers product managers on this forum) if it's possible to be rolled back to firmware 36Tx to see if that fixes my problem?

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Re: FEEDBACK - Rogers Rocket Wi-Fi Modem Firmware Trial

I got the same exact issue; the only difference is that is once in a while (maybe 3 or 4 times a day); while performing pings from outside server to my home I can see there is like a buffer build up; eventually all packets are delivered but with huge delay.

 

I also notice that TCP goes first and seconds later UDP gives up (such as voice incomming); modem shows all lights normally, signals within specs and is also on bridge mode.

 

Currently I have a case number with rogers over a month and yet no resolution on the reasons why this is ocurring.

 

Have techs on site to re do the termination points, swap modems; change my own NAT router and no luck.

 

If someone can help me to escalate this issue I can provide more details such as Case number and video evidence.

 

Thanks!!!

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Posts: 394

Re: FEEDBACK - Rogers Rocket Wi-Fi Modem Firmware Trial

Here are my ping plotter results from 20 mins ago...it's really bad tonight.

 

Ping.jpeg

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I Plan to Stick Around
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Re: FEEDBACK - Rogers Rocket Wi-Fi Modem Firmware Trial

Does this happen in the Teams app on a computer that has a wired connection?

 

Are you using 2.4GHz or 5Ghz wifi?

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Re: FEEDBACK - Rogers Rocket Wi-Fi Modem Firmware Trial

I’m using 5GHz exclusively. I have 2.4GHz configured as a different SSID for very few and specific devices on my network that don’t have 5GHz support. Yes - the micro disconnections also occur when directly wired to my Asus or to the CODA (not just over WiFi).
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I Plan to Stick Around
Posts: 9

Re: FEEDBACK - Rogers Rocket Wi-Fi Modem Firmware Trial

I believe this is an issue with the modem/firmware for CODA4582

 

Firmware:

7.1.1.33

 

I just finished testing having two modems on the same coaxial; and micro disconnections/timeouts are happening only on the CODA4582(1gbps plan) vs CGN3ACSMR (100mbps plan) no timeouts occur.

 

 

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Re: FEEDBACK - Rogers Rocket Wi-Fi Modem Firmware Trial

Is there a way to downgrade to the production firmware instead of the trial? I've been experiencing these microdisconnects as well.  A reboot of the modem temporarily relieves the issue but its making WFH unbearable.