HEAVY Intermittent disconnects

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I've Been Here Awhile
Posts: 4

HEAVY Intermittent disconnects

I have had the top internet package(1Gbps) with Rogers since the middle of May of this year and it has not worked without frequent intermittent disconnecting yet. So far I have spent approximately 45 hours on the phone and have had 7 visits from regulars technicians and senior techs, all who can't solve the issue. They have replaced the modem twice, upgraded the modem firmware, replaced all wiring in and outside the house. The last person who came out said it was a waste of everyone's time to send a tech out anymore and that it was a "maintenance issue" and that he would put in a request. He also said that everything that he could have possibly done to solve the issue was done several times between him and the rest of the techs.

 

After speaking with a top tier tech manager on the phone today, apparently no such request was ever made but was is in place now. Not hopeful that anything will be resolved but waiting for a call from the presidents office as well so maybe that will get the ball rolling.

 

I'm an online poker player so I NEED a constant connection, even one that disconnects once on the hour wouldn't be so bad but my connection literally resets every 45 seconds or so. Anytime after 10  PM it gets a little better and will allow for about 30 minutes of internet at a time but still disconnects. I have included below the DOCSIS WAN and DOCSIS  event pages below. Please someone help me because I really can't bring myself to pick up my phone again to call Rogers......

 

 

 

DOCSIS  event:

 

No. Time Type Priority Event
1 07/12/2019 22:02:26 82000300 critical Ranging Request Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2 07/12/2019 22:02:26 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
3 07/12/2019 22:03:25 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
4 07/12/2019 22:03:39 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
5 07/12/2019 22:04:01 84000700 warning RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
6 07/12/2019 22:18:39 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
7 07/12/2019 22:18:39 82000300 critical Ranging Request Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
8 07/12/2019 22:18:39 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
9 07/12/2019 22:18:41 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
10 07/12/2019 22:18:41 82000300 critical Ranging Request Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
11 07/12/2019 22:18:41 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
12 07/12/2019 22:18:42 82000300 critical Ranging Request Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
13 07/12/2019 22:18:42 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
14 07/12/2019 22:19:40 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
15 01/01/1970 00:00:03 68000401 warning ToD request sent - No Response received;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
16 01/01/1970 00:00:05 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
17 01/01/1970 00:00:06 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
18 01/01/1970 00:00:27 68000401 warning ToD request sent - No Response received;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
19 01/01/1970 00:00:27 84000700 warning RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
20 07/12/2019 22:22:07 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

 

 

DOCSIS WAN

This menu displays both upstream and downstream signal parameters

DOCSIS Overview
Network Access Permitted
IP Address  
Subnet Mask  
Gateway IP Address  
DHCP Lease Time D: 06 H: 20 M: 38 S: 25
Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 639000000 256QAM -4.700 14 37.356
2 561000000 64QAM -3.500 2 4.191
3 567000000 64QAM -3.800 3 4.191
4 573000000 64QAM -4.000 4 4.191
5 579000000 64QAM -4.200 5 4.191
6 585000000 64QAM -4.300 6 4.191
7 591000000 64QAM -4.300 7 4.191
8 555000000 64QAM -4.700 8 4.191
9 603000000 64QAM -4.600 9 4.191
10 609000000 64QAM -4.400 10 4.191
11 615000000 256QAM -4.500 11 37.356
12 555000000 64QAM -4.300 12 4.191
13 555000000 64QAM -4.400 13 4.191
14 555000000 64QAM -3.900 1 4.191
15 555000000 64QAM -4.700 15 4.191
16 651000000 256QAM -4.800 16 37.356
17 555000000 64QAM -5.100 17 4.191
18 555000000 64QAM -5.300 18 4.191
19 555000000 64QAM -5.800 19 4.191
20 675000000 256QAM -6.400 20 35.780
21 681000000 256QAM -6.700 21 35.595
22 687000000 256QAM -7.000 22 35.780
23 555000000 64QAM -7.100 23 4.191
24 699000000 256QAM -7.100 24 35.780
25 705000000 256QAM -7.000 25 35.780
26 711000000 256QAM -7.100 26 35.780
27 717000000 256QAM -6.800 27 35.780
28 723000000 256QAM -7.100 28 35.595
29 729000000 256QAM -7.000 29 35.780
30 735000000 256QAM -7.400 30 35.084
31 741000000 256QAM -7.500 31 35.084
32 747000000 256QAM -7.700 32 34.926
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 NA NA NO NO NO NA
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 38595824 ATDMA - 64QAM 40.250 6 3200000
2 30596000 ATDMA - 64QAM 33.000 4 6400000
3 23700000 ATDMA - 64QAM 33.250 5 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

 

 

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***Added Labels***

Resident Expert
Resident Expert
Posts: 6,061

Re: HEAVY Intermittent disconnects

@awall90 can you restart the modem and then respost the signal levels from the Docsis Wan page after the restart, please and thanks.  Pull the power off of the modem, wait for 10 to 15 seconds and plug it back it.  Looks like a good number of the signal levels are showing default values for some reason.  I'd like to see what happens after a modem restart.  



I'm Here A Lot
Posts: 6

Re: HEAVY Intermittent disconnects

had similar problem for almost 4 weeks after getting it installed. spent hours on phone hours with tech visits. problem seemed to resolve itself after last major area outage.  dont expect much of a break on your bill unless it was down continuosly for days  apparently even if you use it between disconnects you pay  good luck

I've Been Here Awhile
Posts: 4

Re: HEAVY Intermittent disconnects

DOCSIS WAN

This menu displays both upstream and downstream signal parameters

DOCSIS Overview
Network AccessPermitted
IP Address 
Subnet Mask 
Gateway IP Address 
DHCP Lease TimeD: 06 H: 20 M: 32 S: 24
Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000256QAM-3.900740.946
2561000000256QAM-3.000240.366
3567000000256QAM-3.100340.366
4573000000256QAM-3.500440.366
5579000000256QAM-3.600540.366
6585000000256QAM-3.800640.366
7555000000256QAM-3.200140.946
8597000000256QAM-4.200840.946
9603000000256QAM-4.300940.366
10609000000256QAM-3.9001040.366
11615000000256QAM-4.0001140.366
12621000000256QAM-3.9001240.366
13633000000256QAM-4.0001340.366
14639000000256QAM-4.2001438.983
15645000000256QAM-4.3001538.605
16651000000256QAM-4.4001639.397
17657000000256QAM-4.6001738.983
18663000000256QAM-4.8001838.605
19669000000256QAM-5.2001938.983
20675000000256QAM-5.8002038.605
21681000000256QAM-6.1002138.983
22687000000256QAM-6.3002238.605
23693000000256QAM-6.4002338.605
24699000000256QAM-6.3002438.605
25705000000256QAM-6.4002538.605
26711000000256QAM-6.5002638.605
27717000000256QAM-6.2002738.605
28723000000256QAM-6.5002838.605
29729000000256QAM-6.4002938.983
30735000000256QAM-6.8003037.356
31741000000256QAM-7.1003137.636
32747000000256QAM-7.3003237.356
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K251600000YESYESYES0.799999
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
123700000ATDMA - 64QAM31.00056400000
238595805ATDMA - 64QAM41.75063200000
330596000ATDMA - 64QAM33.50046400000
OFDM/OFDMA Overview
Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size
0DISABLED0.50000.00000.0000-inf-1.00004K
1DISABLED0.50000.00000.0000-inf-1.00004K
I've Been Here Awhile
Posts: 4

Re: HEAVY Intermittent disconnects


@Datalink wrote:

@awall90 can you restart the modem and then respost the signal levels from the Docsis Wan page after the restart, please and thanks.  Pull the power off of the modem, wait for 10 to 15 seconds and plug it back it.  Looks like a good number of the signal levels are showing default values for some reason.  I'd like to see what happens after a modem restart.  


Posted above. Still having major issues, got a $250 credit put on my bill but that does me no good when the internet still picks and chooses when to work.

 

Considering I have exhausted all options with Rogers:

*Replaced modem and power supply (Power supply is plugged into wall, no bar/surge protection)

*Updated firmware on modem

*Replaced all wiring and female connections inside the house

*Replaced wire going to house with brand new one

*Moved modem into another room to rule out inference

*Top tier techs say nothing more can be done on their end

*Waiting on a call back from the presidents office

 

 

Considering all of my efforts thus far, does anyone have any suggestions? I have a high stakes event this weekend and can't afford to not have a constant connection, I would try anything at this point. Honestly if it was Monday right now I'd probably just cut my stress in half and go with Bell, if it's not resolved by Monday I will most likely be going to Bell anyways.

*

I've Been Here Awhile
Posts: 4

Re: HEAVY Intermittent disconnects


@Datalink wrote:

@awall90 can you restart the modem and then respost the signal levels from the Docsis Wan page after the restart, please and thanks.  Pull the power off of the modem, wait for 10 to 15 seconds and plug it back it.  Looks like a good number of the signal levels are showing default values for some reason.  I'd like to see what happens after a modem restart.  


DOCSIS WAN

This menu displays both upstream and downstream signal parameters

DOCSIS Overview
Network AccessPermitted
IP Address 
Subnet Mask 
Gateway IP Address 
DHCP Lease TimeD: 06 H: 20 M: 32 S: 24
Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000256QAM-3.900740.946
2561000000256QAM-3.000240.366
3567000000256QAM-3.100340.366
4573000000256QAM-3.500440.366
5579000000256QAM-3.600540.366
6585000000256QAM-3.800640.366
7555000000256QAM-3.200140.946
8597000000256QAM-4.200840.946
9603000000256QAM-4.300940.366
10609000000256QAM-3.9001040.366
11615000000256QAM-4.0001140.366
12621000000256QAM-3.9001240.366
13633000000256QAM-4.0001340.366
14639000000256QAM-4.2001438.983
15645000000256QAM-4.3001538.605
16651000000256QAM-4.4001639.397
17657000000256QAM-4.6001738.983
18663000000256QAM-4.8001838.605
19669000000256QAM-5.2001938.983
20675000000256QAM-5.8002038.605
21681000000256QAM-6.1002138.983
22687000000256QAM-6.3002238.605
23693000000256QAM-6.4002338.605
24699000000256QAM-6.3002438.605
25705000000256QAM-6.4002538.605
26711000000256QAM-6.5002638.605
27717000000256QAM-6.2002738.605
28723000000256QAM-6.5002838.605
29729000000256QAM-6.4002938.983
30735000000256QAM-6.8003037.356
31741000000256QAM-7.1003137.636
32747000000256QAM-7.3003237.356
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K251600000YESYESYES0.799999
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
123700000ATDMA - 64QAM31.00056400000
238595805ATDMA - 64QAM41.75063200000
330596000ATDMA - 64QAM33.50046400000
OFDM/OFDMA Overview
Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size
0DISABLED0.50000.00000.0000-inf-1.00004K
1DISABLED0.50000.00000.0000-inf-1.00004K
Moderator
Moderator
Posts: 151

Re: HEAVY Intermittent disconnects

Hey @awall90,

 

Thanks for posting all those details along with your signal. It sounds like you've been through a lot and done more than your fair share of troubleshooting the issue. Those levels look okay. If there is indeed an issue that maintenance needs to fix further down the line, then we may need to wait for that to be completed.

 

If you like, you can send us a Private Message and we can check on the status of the maintenance order @CommunityHelps.

 

If you're not familiar with the process, please click here to learn more.

 

Regards,

RogersTim