Hitron Modem keeps dropping internet

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rebootfl0k
I've Been Around

‎01-10-2018 08:45 AM

Posts: 1

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. 

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RogersCorey
Moderator
Moderator

‎01-11-2018 12:58 PM

Posts: 1,130

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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junyab
I've Been Here Awhile

‎01-15-2018 08:36 PM - last edited on ‎01-15-2018 08:44 PM by Retired Moderator RogersCilio

Posts: 2

Re: Hitron Modem keeps dropping internet

Same issue with mine.  Been like this for months.  The tech's been here 3 times.  First time, said everything was ok and left.  The second time he replaced a splitter.  The third time he unplugged the router from a power bar and plugged it directly to the outlet.  A couple days went by and it was fine.  Now its been in and out for 3 days.  Called Rogers and they suggested replacing the router.  Ugh.   

No. Time Type Priority Event
1 12/29/2017 18:33:31 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:ae;CM-QOS=1.1;CM-VER=3.1;
2 12/30/2017 12:59:29 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:ae;CM-QOS=1.1;CM-VER=3.1;
3 12/31/2017 22:11:55 84000500 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:ae;CM-QOS=1.1;CM-VER=3.1;
4 12/31/2017 22:12:00 84020200 warning Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:ae;CM-QOS=1.1;CM-VER=3.1;
5 12/31/2017 22:12:01 84000500 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:ae;CM-QOS=1.1;CM-VER=3.1;
6 12/31/2017 22:15:56 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:ae;CM-QOS=1.1;CM-VER=3.1;
7 12/31/2017 22:28:00 84000500 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:ae;CM-QOS=1.1;CM-VER=3.1;
8 01/01/2018 02:18:13 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:ae;CM-QOS=1.1;CM-VER=3.1;
9 01/03/2018 22:15:51 68010300 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:ae;CM-QOS=1.1;CM-VER=3.1;
10 01/04/2018 02:27:26 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:ae;CM-QOS=1.1;CM-VER=3.1;
11 01/07/2018 22:15:51 68010300 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:ae;CM-QOS=1.1;CM-VER=3.1;
12 01/01/1970 00:00:58 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:ae;CM-QOS=1.1;CM-VER=3.1;
13 01/08/2018 13:32:22 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:ae;CM-QOS=1.1;CM-VER=3.1;
14 01/11/2018 06:10:51 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:ae;CM-QOS=1.1;CM-VER=3.1;
15 01/13/2018 17:54:12 68010300 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:ae;CM-QOS=1.1;CM-VER=3.1;
16 01/13/2018 21:03:06 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:ae;CM-QOS=1.1;CM-VER=3.1;
17 01/14/2018 17:54:12 68010300 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx:xx:xx:xx:xx:xx0;CMTS-MAC=00:17:10:90:e4:ae;CM-QOS=1.1;CM-VER=3.1;
18 01/15/2018 03:09:06 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:ae;CM-QOS=1.1;CM-VER=3.1;
19 01/15/2018 03:09:08 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:ae;CM-QOS=1.1;CM-VER=3.1;
20 01/16/2018 00:52:37 90000000 warning

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:ae;CM-QOS=1.1;CM-VER=3.1;

 

 

 

***Edited: Removed CM MAC address***

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gp-se
Resident Expert
Resident Expert

‎01-16-2018 06:55 PM

Posts: 1,086

Re: Hitron Modem keeps dropping internet

@junyab wrote:

Same issue with mine.  Been like this for months.  The tech's been here 3 times.  First time, said everything was ok and left.  The second time he replaced a splitter.  The third time he unplugged the router from a power bar and plugged it directly to the outlet.  A couple days went by and it was fine.  Now its been in and out for 3 days.  Called Rogers and they suggested replacing the router.  Ugh.   

No. Time Type Priority Event
1 12/29/2017 18:33:31 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:ae;CM-QOS=1.1;CM-VER=3.1;
2 12/30/2017 12:59:29 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:ae;CM-QOS=1.1;CM-VER=3.1;
3 12/31/2017 22:11:55 84000500 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:ae;CM-QOS=1.1;CM-VER=3.1;
4 12/31/2017 22:12:00 84020200 warning Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:ae;CM-QOS=1.1;CM-VER=3.1;
5 12/31/2017 22:12:01 84000500 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:ae;CM-QOS=1.1;CM-VER=3.1;
6 12/31/2017 22:15:56 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:ae;CM-QOS=1.1;CM-VER=3.1;
7 12/31/2017 22:28:00 84000500 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:ae;CM-QOS=1.1;CM-VER=3.1;
8 01/01/2018 02:18:13 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:ae;CM-QOS=1.1;CM-VER=3.1;
9 01/03/2018 22:15:51 68010300 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:ae;CM-QOS=1.1;CM-VER=3.1;
10 01/04/2018 02:27:26 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:ae;CM-QOS=1.1;CM-VER=3.1;
11 01/07/2018 22:15:51 68010300 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:ae;CM-QOS=1.1;CM-VER=3.1;
12 01/01/1970 00:00:58 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:ae;CM-QOS=1.1;CM-VER=3.1;
13 01/08/2018 13:32:22 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:ae;CM-QOS=1.1;CM-VER=3.1;
14 01/11/2018 06:10:51 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:ae;CM-QOS=1.1;CM-VER=3.1;
15 01/13/2018 17:54:12 68010300 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:ae;CM-QOS=1.1;CM-VER=3.1;
16 01/13/2018 21:03:06 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:ae;CM-QOS=1.1;CM-VER=3.1;
17 01/14/2018 17:54:12 68010300 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx:xx:xx:xx:xx:xx0;CMTS-MAC=00:17:10:90:e4:ae;CM-QOS=1.1;CM-VER=3.1;
18 01/15/2018 03:09:06 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:ae;CM-QOS=1.1;CM-VER=3.1;
19 01/15/2018 03:09:08 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:ae;CM-QOS=1.1;CM-VER=3.1;
20 01/16/2018 00:52:37 90000000 warning

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:ae;CM-QOS=1.1;CM-VER=3.1;

 

 

 

***Edited: Removed CM MAC address***

@junyab Can you goto the DOCSIS WAN page and post the signal levels for that modem please.

 



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junyab
I've Been Here Awhile

‎01-31-2018 09:11 PM

Posts: 2

Re: Hitron Modem keeps dropping internet

Sorry for the late reply.  It went down again for a day last week.  Then down again yesterday until now.

 

 

  DOCSIS Overview
Network AccessPermitted
IP AddressXXXXXXXX
Subnet MaskXXXXXXXX
Gateway IP AddressXXXXXXXX
DHCP Lease Time😧 06 H: 19 M: 31 S: 57
Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000256QAM-1.600733.957
2855000000256QAM-2.500333.834
3861000000256QAM-2.600434.346
4579000000256QAM-2.200534.346
5585000000256QAM-2.100633.957
6849000000256QAM-2.400233.957
7597000000256QAM-1.800833.957
8603000000256QAM-2.000933.957
9609000000256QAM-2.1001033.957
10615000000256QAM-1.9001133.487
11621000000256QAM-1.6001233.834
12633000000256QAM-1.8001333.377
13639000000256QAM-1.4001433.377
14645000000256QAM-1.0001533.487
15651000000256QAM-0.8001633.834
16657000000256QAM-0.8001733.957
17663000000256QAM-0.9001833.834
18669000000256QAM-1.0001933.599
19675000000256QAM-0.9002033.834
20681000000256QAM-0.6002133.834
21687000000256QAM-0.7002233.834
22693000000256QAM-0.7002333.957
23699000000256QAM-0.5002433.834
24705000000256QAM-0.5002533.957
25711000000256QAM-0.9002633.487
26717000000256QAM-1.0002733.834
27723000000256QAM-1.2002833.377
28825000000256QAM-1.4002934.346
29831000000256QAM-1.6003033.957
30837000000256QAM-1.9003133.957
31843000000256QAM-2.3003233.834
32303000000256QAM-2.900136.610
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
04K290600000YESYESYES-2.299999
1NANANONONONA
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
123700000ATDMA - 64QAM38.75056400000
238596000ATDMA - 64QAM42.75063200000
330596000ATDMA - 64QAM38.75046400000
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
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Datalink
Resident Expert
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‎01-31-2018 10:05 PM - edited ‎01-31-2018 10:08 PM

Posts: 6,258

Re: Hitron Modem keeps dropping internet

@junyab, when your internet service was down, did you call tech support and if so, what did the CSR indicate?  

 

Your DOCSIS 3.0 Downstream Signal to Noise Ratios are lower than normal, and the upstream DOCSIS 3.0 signal levels are slightly elevated compared to what I've normally seen for this modem in DOCSIS 3.1 mode.  The signal to noise ratios aren't really signal to noise ratios.  They're actually an error  measurement, comparing where the signal ends up to where it actually should be, at the specific time  when the data is interpreted from a voltage level to a binary equivalent.  So, for some reason, your modem is seeing errors except for the bottom frequency.  

 

If you haven't already had a conversation with tech support, I would call in, indicating the loss of service that occurred, ask the tech to put a note on file and then ask the tech to run a signal check on the modem.  I suspect that it won't pass and as a result you might see a tech at your home fairly soon.  Ask the CSR if there was a known area issue yesterday that resulted in the loss of service.  

 

When your done with the tech support CSR, ask him or her to transfer you to customer service.  You could also finish the call with Tech Support and just call back in to connect with Customer Service.  When you do connect with customer service, indicate that you had a loss of service, which should be noted on file, and ask for a rebate or credit for that lost service.  



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Kush1
I've Been Around

‎01-31-2018 11:19 PM

Posts: 1

Re: Hitron Modem keeps dropping internet

Having the exact same issue.

Internet was set up in early October and was working flawlessly until this past Monday.

Internet connects and disconnects for intervals no longer than 2 mins each.

Called Rogers

1st tech said modem was showing offline and he couldn't establish a connection to it. He suggested I go and swap the modem, so I did and same issue.

Called back and 2nd tech said it was a power supply issue so I removed the plug from the power bar to the wall plug but no difference.

Tech coming on Friday.

Keeping fingers crossed he/she will be able to resolve this without any further issues.
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Nazir44
I've Been Around

‎03-13-2018 12:25 PM

Posts: 1

Re: Hitron Modem keeps dropping internet

@Kush1wrote:
Having the exact same issue.

Internet was set up in early October and was working flawlessly until this past Monday.

Internet connects and disconnects for intervals no longer than 2 mins each.

Called Rogers

1st tech said modem was showing offline and he couldn't establish a connection to it. He suggested I go and swap the modem, so I did and same issue.

Called back and 2nd tech said it was a power supply issue so I removed the plug from the power bar to the wall plug but no difference.

Tech coming on Friday.

Keeping fingers crossed he/she will be able to resolve this without any further issues.

Hey Kush1, have you made any progress? I've been having the issue for a month now and the tech said everything's fine... I tried all the "fixes" others mentioned in here with no luck.

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RogersShaun
Moderator
Moderator

‎03-14-2018 12:14 PM

Posts: 319

Re: Hitron Modem keeps dropping internet

Hello @Nazir44,

 

Welcome to the Community Forums and thanks for your post. 

 

I know how frustrating it can be to have ongoing issues, especially with the internet.  I'm hopeful we can find a resolution here.

 

To clarify, when you mentioned the tech, was that phone support or have you had a technician visit your home? 

 

Please let us know and we can look into next steps.

 

RogersShaun

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notaguard
I'm Here A Lot

‎03-20-2018 10:25 AM

Posts: 5

Re: Hitron Modem keeps dropping internet

I have the CODA modem/router as well and have been having frequent disconnects for 6 plus months.  In bridge mode and using my own router (Asus AC5300).  Have the Gigabit service.  Disconnects are usually only a few minutes but can be frequent.  Family complains about it, especially when gaming online as any small disconnect will disconnect them from their games.  Was told to swap router, but there is a shortage right now in Kitchener area.  But from what i'm reading, I don't think swapping it will make a difference.  Probably time to switch to Bell anyway.  

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