Hitron Modem keeps dropping internet

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I Plan to Stick Around
Posts: 97

Re: Hitron Modem keeps dropping internet

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. 

Resident Expert
Resident Expert
Posts: 1,086

Re: Hitron Modem keeps dropping internet


@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. 


@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?

 



I Plan to Stick Around
Posts: 97

Re: Hitron Modem keeps dropping internet

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.

I Plan to Stick Around
Posts: 97

Re: Hitron Modem keeps dropping internet

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.

I Plan to Stick Around
Posts: 97

Re: Hitron Modem keeps dropping internet

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.

Highlighted
I Plan to Stick Around
Posts: 97

Re: Hitron Modem keeps dropping internet

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
Retired Moderator RogersCilio
Retired Moderator
Posts: 390

Re: Hitron Modem keeps dropping internet

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

 

I Plan to Stick Around
Posts: 97

Re: Hitron Modem keeps dropping internet

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
I Plan to Stick Around
Posts: 97

Re: Hitron Modem keeps dropping internet

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
Resident Expert
Resident Expert
Posts: 1,086

Re: Hitron Modem keeps dropping internet

@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.