cancel
Showing results for 
Search instead for 
Did you mean: 

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

junyab
I've been here awhile

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***

Re: Hitron Modem keeps dropping internet

gp-se
I'm an advisor

@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.

 

Re: Hitron Modem keeps dropping internet

junyab
I've been here awhile

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

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.  

Re: Hitron Modem keeps dropping internet

Kush1
I've been here awhile
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.

Re: Hitron Modem keeps dropping internet

Nazir44
I've been around

@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.

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

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.  

Re: Hitron Modem keeps dropping internet

Hey @notaguard,

 

Welcome to the Rogers Community Forums!

 

I rely heavily on my Internet for work so I know how annoying and inconvenient degraded service can be. Have you been able to verify the service is indeed cut off when the connection drops? Are either the downstream/upstream or online light indicators flashing during that time? 

 

For testing purposes, when this occurs again can you remove your router and test the connection with our modem while unbridged? I'll tag a couple of our Resident Experts for more insight. @Datalink @Gdkitty @gp-se. As always, community feel free to chime in!

 

RogersCilio

 

Re: Hitron Modem keeps dropping internet

Truthfully, i dont think its specifically the modem.

There are a bunch of us on here with the coda modems, on varying levels of plans, dont have regular dropouts.

My wonder if its something else more local going on, at the local node, the CMTS, etc.

Re: Hitron Modem keeps dropping internet

Hello and thanks for your reply. The upload and download LED lights flash and the "@" LED light is off when the connectivity is lost on the modem. Plugged directly into the wall. Connectivity is lost on my wired devices so naturally wifi goes out too. Tried everything to resolve and next step 8s to get a technician out. Can be good for a few days but then will drop several times a day. Will reconnect in its own after a few minutes, but also sometimes requires a reboot. Very annoying.

Re: Hitron Modem keeps dropping internet


@notaguard wrote:
Hello and thanks for your reply. The upload and download LED lights flash and the "@" LED light is off when the connectivity is lost on the modem. Plugged directly into the wall. Connectivity is lost on my wired devices so naturally wifi goes out too. Tried everything to resolve and next step 8s to get a technician out. Can be good for a few days but then will drop several times a day. Will reconnect in its own after a few minutes, but also sometimes requires a reboot. Very annoying.

@notaguard

Can you log into the modem and goto the DOCSIS WAN page, then post the signal levels please. Also the DOCSIS LAN errors.

 

Most likely it's a neighbourhood issue affecting your Node/CMTS. When you call into tech support, ask them to check other people in your neighbourhood / node for issues. It could also be the splitter/cabling to your house if it's an older house/cable. 

Re: Hitron Modem keeps dropping internet

I've actually replaced the modem last night. If the problem persists, I will post results and follow up with tech services as you suggest.

Re: Hitron Modem keeps dropping internet

Hichdima
I'm here a lot

I moved to a new condo complex, which to my surprise appeared to be a "Rogers only" building. Which means Rogers has an agreement with management so other providers can't provide their service in that building. (is it even legal?)

 

So, the problem is Rogers internet doesn't work. The issue is the same as in this thread. The connection works for a while and then it drops for a few hours. Then it appears again an so on. It happens every single day.  Tech guy didn't help. Switching modems didn't help.

 

I pay every single check for a service which I am forced to use which doesn't work 80% of the time. In 2018....

Re: Hitron Modem keeps dropping internet


@Hichdima wrote:

I moved to a new condo complex, which to my surprise appeared to be a "Rogers only" building. Which means Rogers has an agreement with management so other providers can't provide their service in that building. (is it even legal?)

 

So, the problem is Rogers internet doesn't work. The issue is the same as in this thread. The connection works for a while and then it drops for a few hours. Then it appears again an so on. It happens every single day.  Tech guy didn't help. Switching modems didn't help.

 

I pay every single check for a service which I am forced to use which doesn't work 80% of the time. In 2018....


When you say the connection drops, does the modem lights power off/blink? Can you log in to the modem and post the DOCSIS WAN and DOCSIS LOGS please. Also if the service doesn't work 80% of the time make sure you contact Rogers during that time and ask them to run a signal check to the modem. 

Re: Hitron Modem keeps dropping internet

Two lights with "home" icon that are supposed to be blue, become green and the internet disappears. At this moment it works. Attached is DOCSIS-WAN screenshot. Didn't find DOCSIS LOGS tho.

 

Thank you for your help.DOCSIS-WAN

Re: Hitron Modem keeps dropping internet

My problem was rectified by getting a new modem and also a direct connection to the outside line, and getting rid of Rogers home phone. I run the Rogers modem in bridge mode and use my own Asus router.

Re: Hitron Modem keeps dropping internet

I am having the same issues with DOCSIS event log indicating the following

No Ranging Response received - T3 time-out;CM-;CMTS-MAC=00:17:10:98:14:95;CM-QOS=1.1;CM-VER=3.0;

 

(Removed personal information- RogersAli)

Re: Hitron Modem keeps dropping internet

Good afternoon and welcome to the Rogers Community Forums @Joelien

 

Intermittent speeds issues are quite disruptive Robot Sad! My understanding of the T3 timeout errors, is that it's a normal functionality of the modem communicating with the CMTS, even though it's logged as a critical error.   Usually, the modem documents it when it doesn't receive response to 16 ranging requests. Generally you can ignore them, unless they are happening quite frequently. Are you currently experiencing any interruptions with your service?

  

 

RogersZia

Re: Hitron Modem keeps dropping internet

djkjpro
I've been here awhile
I’m having the same problem, Rogers changed the modem for me to their newer white 500u modem, and still having problems with it.

The WiFi SSID keeps dropping, and sometimes when it works I get 1 or 2 Mbps download.

I live in a Condo.

What’s the fix?

Re: Hitron Modem keeps dropping internet

This may not be the modem specifically.
(though it could be say the signal is dropping to your whole unit and the modem is dropping).

That its in a condo, my guess may be something else.

That at specific times, when there is heavy usage from other people in the condo, that you may be running into multiple users the same wireless channels and getting interference.


Topic Stats