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Hitron Modem keeps dropping internet

stephen_214
I'm here a lot

I just moved from an apartment building to a condo style townhouse and have been having connectivity issues with my modem. At first our internet would not connect at all, so we had a technician come in and he replaced the cable from the panelboard to the modem with a direct connection and it has a 3db signal reduction filter because the signal was very strong with the direct connection. I never had issues with internet at the apartment, but now it seems that a few times a night the internet is dropping out so that all the lights on the modem go dark and it seems like it reboots. I have my modem in bridge mode to a d-link router and when this reset happens, the fifth lights on the modem, I believe it is the ethernet light does not come back on, so my router is not receiving internet access anymore. The only temporary fix I have found is to restart the modem by unplugging it and plugging it back in after 30 seconds, but then it will drop out again a little while later in the night. Is there a fix for this so that my internet is stable and I don't have to keep resetting the internet? I wouldn't think it is the modem or router because it was fine at the apartment, it has only had issues in the townhouse. 

 

***EDITED LABELS***

102 REPLIES 102

Re: Hitron Modem keeps dropping internet

gp-se
I'm an advisor

@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?

 

Re: Hitron Modem keeps dropping internet

mrbrimi
I plan to stick around

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.

Re: Hitron Modem keeps dropping internet

mrbrimi
I plan to stick around

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.

Re: Hitron Modem keeps dropping internet

mrbrimi
I plan to stick around

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.

Re: Hitron Modem keeps dropping internet

mrbrimi
I plan to stick around

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

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

 

Re: Hitron Modem keeps dropping internet

mrbrimi
I plan to stick around

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

Re: Hitron Modem keeps dropping internet

mrbrimi
I plan to stick around

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

Re: Hitron Modem keeps dropping internet

gp-se
I'm an advisor

@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. 

 

Re: Hitron Modem keeps dropping internet

mrbrimi
I plan to stick around

The one week  wait for a service call is over. A new three splitter was installed (internet, phone, television).

 

Everybody is happy.

 

Then 15 minutes after the technician has left ta-da lose my connection.

 

Call Rogers once again they say everything looks great, rep says could be an area issue and he is opening a ticket. Rogers has consistently denied that it is an area issue so I ask the rep to escalate. The next rep tells me it is not an area issue but will open a ticket with engineering about CMTS issue.

 

There is something seriously wrong with Rogers "Communications".

 

Over the last two weeks I've been told (1) swap my modem even though there doesn't appear to be anything wrong with it (2) that I'm not entitled to a CODA and to swap it back for a CGN (3) that I'm using a "user-owned" modem that is out of warranty and therefore I am responsible despite the fact that I'm an Ignite customer using the included modem (4) that they are showing me at an address 2 hours distant and 10 years out of date. 

Re: Hitron Modem keeps dropping internet

mrbrimi
I plan to stick around

Here are my current numbers. Cable comes in to a newly Rogers installed three-way splitter (internet, phone, then amp for television. The CODA-4582 is approximately three feet from the splitter.

 

 

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 AccessPermitted
IP AddressXXXXXXXXXX
Subnet Mask255.255.252.0
Gateway IP AddressXXXXXXXXXX
DHCP Lease Time😧 06 H: 11 M: 38 S: 25
Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1639000000256QAM2.5001440.946
2849000000256QAM1.300240.366
3855000000256QAM1.100340.366
4861000000256QAM1.100440.946
5579000000256QAM2.000540.946
6585000000256QAM2.000640.946
7591000000256QAM2.100740.946
8597000000256QAM2.000840.366
9603000000256QAM1.700940.946
10609000000256QAM1.6001040.946
11615000000256QAM1.7001140.946
12621000000256QAM1.8001240.946
13633000000256QAM2.3001340.946
14303000000256QAM0.200140.366
15645000000256QAM2.7001540.946
16651000000256QAM2.4001640.946
17657000000256QAM2.4001740.366
18663000000256QAM2.5001840.946
19669000000256QAM2.9001940.366
20675000000256QAM3.3002040.946
21681000000256QAM3.4002140.946
22687000000256QAM3.2002240.366
23693000000256QAM3.1002340.946
24699000000256QAM2.8002440.366
25705000000256QAM2.5002540.946
26711000000256QAM2.5002640.366
27717000000256QAM2.8002740.366
28723000000256QAM2.6002840.366
29825000000256QAM2.0002940.366
30831000000256QAM2.0003040.366
31837000000256QAM1.3003140.366
32843000000256QAM1.1003240.946
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K290600000YESYESYES1.299999
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
123700000ATDMA - 64QAM41.50026400000
238596000ATDMA - 64QAM44.75033200000
330596000ATDMA - 64QAM41.50016400000
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

Re: Hitron Modem keeps dropping internet

mrbrimi
I plan to stick around

Continuing the saga:

 

(1) - The drop wasn't grounded and never had been in 10 years.

 

(2) - Even after the changes of Sunday this tech thought the signals were too high, interesting given that there has been a powered amp on the system for the same 10 years. I wonder why a powered amp was necessary if the signal levels were too high?

 

(3) - So he grounded the drop. Put on another splitter. So now drop to the splitter then three feeds to televisions one feed to another splitter for telephone and television.

 

Not quite optimal  WiFi setup as the CODA is at one end of the house, but I have Asus RT-AC68U as an access point.

 

Will report back in a couple of days.

 

Version:1.0 StartHTML:000000192 EndHTML:000010866 StartFragment:000002676 EndFragment:000010810 StartSelection:000002772 EndSelection:000010772 SourceURL:http://192.168.0.1/index.htmlCODA-4582 Router - Hitron Technologies

DOCSIS Overview
Network AccessPermitted
IP AddressXXXXXXXXX
Subnet Mask255.255.252.0
Gateway IP AddressXXXXXXXXX
DHCP Lease Time😧 06 H: 12 M: 07 S: 14
Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1657000000256QAM0.3001740.946
2849000000256QAM-1.000240.946
3855000000256QAM-1.600340.366
4861000000256QAM-1.600440.366
5579000000256QAM0.100540.946
6585000000256QAM0.200640.946
7591000000256QAM0.100740.946
8597000000256QAM0.100840.946
9603000000256QAM-0.100940.946
10609000000256QAM0.0001040.366
11615000000256QAM-0.2001140.366
12621000000256QAM-0.3001240.366
13633000000256QAM0.2001340.946
14639000000256QAM0.3001440.946
15645000000256QAM0.4001540.946
16651000000256QAM0.3001640.946
17303000000256QAM-3.600140.946
18663000000256QAM0.8001840.946
19669000000256QAM1.0001940.366
20675000000256QAM1.1002040.946
21681000000256QAM1.2002140.946
22687000000256QAM1.3002240.946
23693000000256QAM1.2002340.946
24699000000256QAM0.8002440.366
25705000000256QAM0.6002540.366
26711000000256QAM0.2002640.946
27717000000256QAM0.2002740.946
28723000000256QAM0.1002840.366
29825000000256QAM-0.5002940.946
30831000000256QAM-0.5003040.366
31837000000256QAM-0.8003140.366
32843000000256QAM-1.0003240.366
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K290600000YESYESYES0.099998
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
123700000ATDMA - 64QAM39.75026400000
238596000ATDMA - 64QAM43.50033200000
330596000ATDMA - 64QAM39.50016400000
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

Re: Hitron Modem keeps dropping internet

gp-se
I'm an advisor

@mrbrimi

The Signal looks excellent, 40db SNR is better than perfect!

 

Re: Hitron Modem keeps dropping internet

mrbrimi
I plan to stick around

So far I've been up for 6 hours with NO entries in the event log! I'll update in a couple of days.

Re: Hitron Modem keeps dropping internet

mrbrimi
I plan to stick around

@gp-se wrote:

@mrbrimi

The Signal looks excellent, 40db SNR is better than perfect!

 


May be good signals but I've lost internet connection three times this morning.

Re: Hitron Modem keeps dropping internet

mrbrimi
I plan to stick around

@mrbrimi wrote:

So far I've been up for 6 hours with NO entries in the event log! I'll update in a couple of days.


As promised I'm back. A "senior" technician is coming next week.

 

Went one and a half days with any real issues.

 

Saturday 1026 am (b).jpg

Re: Hitron Modem keeps dropping internet

GeoNel
I plan to stick around

@mrbrimihow was your connection now? I have the same issue upon reading all these it is the same exact issue as what I am having right now.

changed modem 3 times now.

2 tech came in and one more on the way.

both techs put in some sort of signal reducer (1 at the back of modem, then 2nd tech removed it and put in a splitter)

btw I have the internet as sole connection from the cable, I don't have tv or phone services.

 

I just wanted to know if yours is resolved and how. Thanks.

 

logs atm.

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1609000000256QAM4.8001035.595
2849000000256QAM1.100236.610
3855000000256QAM1.000335.780
4861000000256QAM0.900435.084
5579000000256QAM3.600537.636
6585000000256QAM4.400637.356
7591000000256QAM4.900736.387
8597000000256QAM4.200835.084
9603000000256QAM4.600935.084
10303000000256QAM2.700136.610
11615000000256QAM4.9001136.610
12621000000256QAM4.8001237.356
13633000000256QAM4.7001338.605
14639000000256QAM4.4001437.356
15645000000256QAM4.2001536.610
16651000000256QAM4.0001635.780
17657000000256QAM3.6001735.084
18663000000256QAM3.5001834.926
19669000000256QAM3.1001935.084
20675000000256QAM3.0002035.780
21681000000256QAM3.1002136.387
22687000000256QAM2.7002236.610
23693000000256QAM2.1002336.610
24699000000256QAM2.6002437.636
25705000000256QAM2.9002536.387
26711000000256QAM2.4002635.595
27717000000256QAM2.1002735.780
28723000000256QAM2.1002835.247
29825000000256QAM3.0002937.356
30831000000256QAM2.3003037.356
31837000000256QAM2.3003137.356
32843000000256QAM1.5003237.356
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES2.700001
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
123700000ATDMA - 64QAM32.00056400000
238595824ATDMA - 64QAM34.75063200000
330596000ATDMA - 64QAM32.25046400000
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

 

Re: Hitron Modem keeps dropping internet

mrbrimi
I plan to stick around

Sorry for taking so long to get back to you.

 

The last technician that came seems to have resolved most if not all the problems.

 

To make a long story short: the modem never was the problem, a number of changes were made to the splitters in the house plus my understanding is that he made changes outside as well.

 

A lot of time was spent both on the phone and with different technicians attending the house.

 

The unfortunate thing from my point was that the technician who finally resolved the problem has left Rogers and gone to a competitor.

Re: Hitron Modem keeps dropping internet

We had the same issue in bridge mode.  Once the signal levels are confirmed as within spec (this can be the first problem, you need to confirm they are -10 to +10dB), then the issue seems to be that bridge mode on these modems is problematic (could be a firmware or hardware revision issue, who cares at this point, since it's a problem anyway).

 

In order to fix it and preserve your PERSONAL router settings and features and port forwarding, etc, here's what to do:

 

1) disable any ddns on your own router (this function needs to be transferred to the HITRON modem/router if it's not in bridge mode).  Get all the account settings together because you'll need to enter them for the HITRON setup.

2) note the WAN MAC address of your PERSONAL router, you'll need it.

3) physically disconnect your PERSONAL router from the HITRON modem and plug in a network cable (from HITRON port 1) directly to a laptop or pc to do the rest (there is no guarantee that the factory reset on the HITRON will turn on wireless - sometimes it does, sometimes it doesn't).

4) perform a factory reset on the HITRON (hold the RESET button for 10 seconds and release).

5) login to the HITRON (usually at 192.168.100.1) with your PC/laptop username "cusadmin" password "password" (or it may retain the one you had previously set)

6) check dhcp assignment on HITRON to ensure it doesn't overlap your PERSONAL router - easiest just to use a different subnet - i.e. - 192.168.100.xxx if your PERSONAL router uses 192.168.0.xxx

7) create a dhcp reservation on HITRON for your PERSONAL router's MAC address noted in #2 - i.e. 192.168.100.15

😎 create a port forwarding rule on HITRON for TCP/UDP port range 1-49151 to go to the IP you reserved in #7

9) set up DDNS on the HITRON and wait for confirmation of function (it'll tell you if it passed or failed)

10) ensure you turn off both of the HITRON wireless radios to reduce interference with your PERSONAL router

 

That's it.  You do NOT need to implement DMZ, port forwarding is sufficient.

 

Steve Arnold

Re: Hitron Modem keeps dropping internet

I just wanted to confirm that after you factory reset the modem that you did NOT put it back into Bridge Mode. 

 

You just left the modem in Gateway/Router Mode and just attached another Router to the modem? 

 

Thanks. I've been having intermittent internet connectivity issues for about a month now and I've changed routers a few times since I thought it was my personal router causing the issues. 

Re: Hitron Modem keeps dropping internet

Hello @rebootfl0k!

 

Welcome to our Community! Thanks for pitching in 🙂

 

If you're still experiencing modem intermittency, please let us know by PMing us @CommunityHelps. If you're not familiar with how to PM, please follow this link for instructions: http://communityforums.rogers.com/t5/blogs/blogarticlepage/blog-id/CommunityBlog/article-id/535

 

Regards, 

RogersCorey

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