Hitron Modem keeps dropping internet

[mrbrimi]

I've swapped the modem already so can't check logs. The tech claimed to find nothing in the logs or her diagnostics.

The dropped connections are only for a couple of moments at a time, had three over a 20 minute span.

As for calling Rogers while down...nice thought but it took three calls to get through this morning with 20 minute wait times per call. 

[gp-se]

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@mrbrimi wrote:

I've swapped the modem already so can't check logs. The tech claimed to find nothing in the logs or her diagnostics.

The dropped connections are only for a couple of moments at a time, had three over a 20 minute span.

As for calling Rogers while down...nice thought but it took three calls to get through this morning with 20 minute wait times per call. 

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@mrbrimi

When the connection goes down, what are the lights on the modem doing? Is it all your devices that go down, are all your devices wireless or wired?

[mrbrimi]

Was running wired devices at the time. Both PC showed no internet connection error.

The modem itself was up and running, the network was available but no internet connection, flashing @ light.

Will have to see what happens with the new modem.

[mrbrimi]

Got the new modem a couple of days ago. This is first time I've been on the internet mid-morning. Sure enough lost internet connection at 10:28 a.m. and again at 10:32 a.m.--the same time was losing it before!

This is a real pain to say the least.

[mrbrimi]

Just got off the phone with Rogers. To re-iterate I lose internet connection daily around 10:30 a.m., "@" light flashing. Last week at Rogers insistence I swapped modems, got the new CODA. 

Lose internet connection but comes back before I can speak to a live person. Once again 1st tech says no modem or line issues.

Had to escalate because answers I was getting made no sense. When you have the same issue with two different types of modems it is unlikely to be a modem issue. In fact was told that I wasn't entitled to a CODA modem and should downgrade it.

The 2nd tech shows the modem being up continuously but that that modem is reconnecting as if it had rebooted. 

Now have to wait a week for a Rogers technician to come to the house to check the modem and the cable.

[mrbrimi]

Going through DOCSIS Logs between 10:26:49 a.m. and 12:55 p.m. I see these critical errors when I lose internet connection. Any suggestions what they might mean? Thanks

No Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.1

Ranging Request Retries exhausted;CM-QOS=1.1;CM-VER=3.1

[RogersCilio]

Hey @mrbrimi,

I can definitely understand how annoying it must be to deal with intermittent internet. My understanding of the T3 timeout errors, is that it's a normal functionality of the modem communicating with the CMTS, termination system even though it's logged as a critical error.

Usually, the modem documents it when it doesn't receive response to 16 ranging requests.  You can ignore them unless you see hundreds of them in short span of time. 

Can you kindly log into the modem, navigate to the STATUS ..... DOCSIS WAN tab, copy the downstream and upstream tables and paste them into a post. 

I'll also tag in a couple of our Resident Experts to assist you further. @Datalink @gp-se

Cheers,

RogersCilio

[mrbrimi]

This is my latest log BUT I moved the modem today to see if same problem would occur. Downstream signal strength in current location 12.6 to 13.9 but in the original location the numbers were more like -10 to -12. The signal to noise ratios were almost identical. Upstream were 33.50, 256.250, 33 .

I'm going to leave modem in place until tomorrow afternoon to see what happens as the disconnects generally occur between 10:25 am and 11:00 am. So will post another log tomorrow afternoon.

Version:1.0 StartHTML:000000192 EndHTML:000011123 StartFragment:000002676 EndFragment:000011067 StartSelection:000002696 EndSelection:000011029 SourceURL:http://192.168.0.1/index.htmlCODA-4582 Router - Hitron Technologies

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	😧 06 H: 22 M: 00 S: 03

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	639000000	256QAM	13.000	14	40.366
2	849000000	256QAM	12.800	2	40.946
3	855000000	256QAM	12.500	3	40.946
4	861000000	256QAM	12.800	4	40.366
5	579000000	256QAM	12.800	5	40.946
6	585000000	256QAM	13.100	6	40.366
7	591000000	256QAM	13.000	7	40.366
8	597000000	256QAM	13.000	8	43.377
9	603000000	256QAM	12.700	9	40.946
10	609000000	256QAM	12.800	10	40.946
11	615000000	256QAM	12.600	11	40.946
12	621000000	256QAM	12.600	12	40.946
13	633000000	256QAM	12.900	13	40.366
14	303000000	256QAM	10.500	1	40.946
15	645000000	256QAM	13.000	15	40.366
16	651000000	256QAM	12.700	16	40.946
17	657000000	256QAM	13.100	17	40.946
18	663000000	256QAM	13.200	18	40.946
19	669000000	256QAM	13.400	19	40.946
20	675000000	256QAM	13.500	20	40.366
21	681000000	256QAM	13.900	21	40.946
22	687000000	256QAM	13.700	22	40.946
23	693000000	256QAM	13.800	23	40.946
24	699000000	256QAM	13.600	24	40.366
25	705000000	256QAM	13.600	25	40.946
26	711000000	256QAM	13.200	26	40.946
27	717000000	256QAM	13.300	27	40.946
28	723000000	256QAM	12.900	28	40.366
29	825000000	256QAM	13.200	29	40.946
30	831000000	256QAM	13.000	30	40.946
31	837000000	256QAM	12.600	31	40.946
32	843000000	256QAM	12.600	32	40.946

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	290600000	YES	YES	YES	12.900002

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	38595785	ATDMA - 64QAM	34.250	3	3200000
2	30596000	ATDMA - 64QAM	30.250	1	6400000
3	23700000	ATDMA - 64QAM	30.500	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

[mrbrimi]

Moved the modem back to original position. here is current Overview. 

Version:1.0 StartHTML:000000192 EndHTML:000010855 StartFragment:000002676 EndFragment:000010799 StartSelection:000002772 EndSelection:000010761 SourceURL:http://192.168.0.1/index.htmlCODA-4582 Router - Hitron Technologies

DOCSIS Overview

Network Access	Permitted
IP Address
Subnet Mask	255.255.252.0
Gateway IP Address
DHCP Lease Time	😧 06 H: 03 M: 20 S: 41

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	597000000	256QAM	8.800	8	43.377
2	849000000	256QAM	7.600	2	40.366
3	855000000	256QAM	6.900	3	40.366
4	861000000	256QAM	6.300	4	40.366
5	579000000	256QAM	7.100	5	40.946
6	585000000	256QAM	7.800	6	40.946
7	591000000	256QAM	8.600	7	40.366
8	303000000	256QAM	8.900	1	43.377
9	603000000	256QAM	8.500	9	40.366
10	609000000	256QAM	7.900	10	40.946
11	615000000	256QAM	7.400	11	40.946
12	621000000	256QAM	7.200	12	40.366
13	633000000	256QAM	8.100	13	40.366
14	639000000	256QAM	8.300	14	40.946
15	645000000	256QAM	8.300	15	40.366
16	651000000	256QAM	8.200	16	40.946
17	657000000	256QAM	8.500	17	40.366
18	663000000	256QAM	8.300	18	40.946
19	669000000	256QAM	8.100	19	40.946
20	675000000	256QAM	8.100	20	40.946
21	681000000	256QAM	8.600	21	40.946
22	687000000	256QAM	8.700	22	40.366
23	693000000	256QAM	9.100	23	40.946
24	699000000	256QAM	9.400	24	40.366
25	705000000	256QAM	8.900	25	40.946
26	711000000	256QAM	7.700	26	40.946
27	717000000	256QAM	7.000	27	40.946
28	723000000	256QAM	6.900	28	40.366
29	825000000	256QAM	7.400	29	40.366
30	831000000	256QAM	7.300	30	40.946
31	837000000	256QAM	7.100	31	40.946
32	843000000	256QAM	7.600	32	40.366

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	290600000	YES	YES	YES	8.500000

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	30596000	ATDMA - 64QAM	32.750	1	6400000
2	38595824	ATDMA - 64QAM	36.000	3	3200000
3	23700000	ATDMA - 64QAM	32.750	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

[gp-se]

@mrbrimi

Leave the Modem in the Original Location, you want the signal levels between -10 and 10

I'm really thinking something is going on with your CMTS, because two different modems, and the @ light flashing tells me it's not something with your equipment (computer, router)

@ light flashing is usually provisioning, but it could be the CMTS causing this issue. I would keep calling Rogers and ask your neighbours if they're experiencing the same issue.