Hitron Modem keeps dropping internet

[mrbrimi]

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I'm an Ignite customer using the included modem (4) that they are showing me at an address 2 hours distant and 10 years out of date. 

[mrbrimi]

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 Access	Permitted
IP Address	XXXXXXXXXX
Subnet Mask	255.255.252.0
Gateway IP Address	XXXXXXXXXX
DHCP Lease Time	😧 06 H: 11 M: 38 S: 25

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	639000000	256QAM	2.500	14	40.946
2	849000000	256QAM	1.300	2	40.366
3	855000000	256QAM	1.100	3	40.366
4	861000000	256QAM	1.100	4	40.946
5	579000000	256QAM	2.000	5	40.946
6	585000000	256QAM	2.000	6	40.946
7	591000000	256QAM	2.100	7	40.946
8	597000000	256QAM	2.000	8	40.366
9	603000000	256QAM	1.700	9	40.946
10	609000000	256QAM	1.600	10	40.946
11	615000000	256QAM	1.700	11	40.946
12	621000000	256QAM	1.800	12	40.946
13	633000000	256QAM	2.300	13	40.946
14	303000000	256QAM	0.200	1	40.366
15	645000000	256QAM	2.700	15	40.946
16	651000000	256QAM	2.400	16	40.946
17	657000000	256QAM	2.400	17	40.366
18	663000000	256QAM	2.500	18	40.946
19	669000000	256QAM	2.900	19	40.366
20	675000000	256QAM	3.300	20	40.946
21	681000000	256QAM	3.400	21	40.946
22	687000000	256QAM	3.200	22	40.366
23	693000000	256QAM	3.100	23	40.946
24	699000000	256QAM	2.800	24	40.366
25	705000000	256QAM	2.500	25	40.946
26	711000000	256QAM	2.500	26	40.366
27	717000000	256QAM	2.800	27	40.366
28	723000000	256QAM	2.600	28	40.366
29	825000000	256QAM	2.000	29	40.366
30	831000000	256QAM	2.000	30	40.366
31	837000000	256QAM	1.300	31	40.366
32	843000000	256QAM	1.100	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	1.299999

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	23700000	ATDMA - 64QAM	41.500	2	6400000
2	38596000	ATDMA - 64QAM	44.750	3	3200000
3	30596000	ATDMA - 64QAM	41.500	1	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]

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 Access	Permitted
IP Address	XXXXXXXXX
Subnet Mask	255.255.252.0
Gateway IP Address	XXXXXXXXX
DHCP Lease Time	😧 06 H: 12 M: 07 S: 14

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	657000000	256QAM	0.300	17	40.946
2	849000000	256QAM	-1.000	2	40.946
3	855000000	256QAM	-1.600	3	40.366
4	861000000	256QAM	-1.600	4	40.366
5	579000000	256QAM	0.100	5	40.946
6	585000000	256QAM	0.200	6	40.946
7	591000000	256QAM	0.100	7	40.946
8	597000000	256QAM	0.100	8	40.946
9	603000000	256QAM	-0.100	9	40.946
10	609000000	256QAM	0.000	10	40.366
11	615000000	256QAM	-0.200	11	40.366
12	621000000	256QAM	-0.300	12	40.366
13	633000000	256QAM	0.200	13	40.946
14	639000000	256QAM	0.300	14	40.946
15	645000000	256QAM	0.400	15	40.946
16	651000000	256QAM	0.300	16	40.946
17	303000000	256QAM	-3.600	1	40.946
18	663000000	256QAM	0.800	18	40.946
19	669000000	256QAM	1.000	19	40.366
20	675000000	256QAM	1.100	20	40.946
21	681000000	256QAM	1.200	21	40.946
22	687000000	256QAM	1.300	22	40.946
23	693000000	256QAM	1.200	23	40.946
24	699000000	256QAM	0.800	24	40.366
25	705000000	256QAM	0.600	25	40.366
26	711000000	256QAM	0.200	26	40.946
27	717000000	256QAM	0.200	27	40.946
28	723000000	256QAM	0.100	28	40.366
29	825000000	256QAM	-0.500	29	40.946
30	831000000	256QAM	-0.500	30	40.366
31	837000000	256QAM	-0.800	31	40.366
32	843000000	256QAM	-1.000	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	0.099998

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	23700000	ATDMA - 64QAM	39.750	2	6400000
2	38596000	ATDMA - 64QAM	43.500	3	3200000
3	30596000	ATDMA - 64QAM	39.500	1	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

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

[mrbrimi]

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

[mrbrimi]

---

@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.

[mrbrimi]

---

@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.

[GeoNel]

@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 ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	609000000	256QAM	4.800	10	35.595
2	849000000	256QAM	1.100	2	36.610
3	855000000	256QAM	1.000	3	35.780
4	861000000	256QAM	0.900	4	35.084
5	579000000	256QAM	3.600	5	37.636
6	585000000	256QAM	4.400	6	37.356
7	591000000	256QAM	4.900	7	36.387
8	597000000	256QAM	4.200	8	35.084
9	603000000	256QAM	4.600	9	35.084
10	303000000	256QAM	2.700	1	36.610
11	615000000	256QAM	4.900	11	36.610
12	621000000	256QAM	4.800	12	37.356
13	633000000	256QAM	4.700	13	38.605
14	639000000	256QAM	4.400	14	37.356
15	645000000	256QAM	4.200	15	36.610
16	651000000	256QAM	4.000	16	35.780
17	657000000	256QAM	3.600	17	35.084
18	663000000	256QAM	3.500	18	34.926
19	669000000	256QAM	3.100	19	35.084
20	675000000	256QAM	3.000	20	35.780
21	681000000	256QAM	3.100	21	36.387
22	687000000	256QAM	2.700	22	36.610
23	693000000	256QAM	2.100	23	36.610
24	699000000	256QAM	2.600	24	37.636
25	705000000	256QAM	2.900	25	36.387
26	711000000	256QAM	2.400	26	35.595
27	717000000	256QAM	2.100	27	35.780
28	723000000	256QAM	2.100	28	35.247
29	825000000	256QAM	3.000	29	37.356
30	831000000	256QAM	2.300	30	37.356
31	837000000	256QAM	2.300	31	37.356
32	843000000	256QAM	1.500	32	37.356

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	275600000	YES	YES	YES	2.700001

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	23700000	ATDMA - 64QAM	32.000	5	6400000
2	38595824	ATDMA - 64QAM	34.750	6	3200000
3	30596000	ATDMA - 64QAM	32.250	4	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]

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.

[PamArnold]

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