Hitron Modem keeps dropping internet

[stephen_214]

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***

[junyab]

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***

[gp-se]

---

@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.

[junyab]

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

  DOCSIS Overview

Network Access	Permitted
IP Address	XXXXXXXX
Subnet Mask	XXXXXXXX
Gateway IP Address	XXXXXXXX
DHCP Lease Time	😧 06 H: 19 M: 31 S: 57

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	256QAM	-1.600	7	33.957
2	855000000	256QAM	-2.500	3	33.834
3	861000000	256QAM	-2.600	4	34.346
4	579000000	256QAM	-2.200	5	34.346
5	585000000	256QAM	-2.100	6	33.957
6	849000000	256QAM	-2.400	2	33.957
7	597000000	256QAM	-1.800	8	33.957
8	603000000	256QAM	-2.000	9	33.957
9	609000000	256QAM	-2.100	10	33.957
10	615000000	256QAM	-1.900	11	33.487
11	621000000	256QAM	-1.600	12	33.834
12	633000000	256QAM	-1.800	13	33.377
13	639000000	256QAM	-1.400	14	33.377
14	645000000	256QAM	-1.000	15	33.487
15	651000000	256QAM	-0.800	16	33.834
16	657000000	256QAM	-0.800	17	33.957
17	663000000	256QAM	-0.900	18	33.834
18	669000000	256QAM	-1.000	19	33.599
19	675000000	256QAM	-0.900	20	33.834
20	681000000	256QAM	-0.600	21	33.834
21	687000000	256QAM	-0.700	22	33.834
22	693000000	256QAM	-0.700	23	33.957
23	699000000	256QAM	-0.500	24	33.834
24	705000000	256QAM	-0.500	25	33.957
25	711000000	256QAM	-0.900	26	33.487
26	717000000	256QAM	-1.000	27	33.834
27	723000000	256QAM	-1.200	28	33.377
28	825000000	256QAM	-1.400	29	34.346
29	831000000	256QAM	-1.600	30	33.957
30	837000000	256QAM	-1.900	31	33.957
31	843000000	256QAM	-2.300	32	33.834
32	303000000	256QAM	-2.900	1	36.610

OFDM Downstream Overview

Receiver	FFT type	Subcarr 0 Frequency(MHz)	PLC locked	NCP locked	MDC1 locked	PLC power(dBmv)
0	4K	290600000	YES	YES	YES	-2.299999
1	NA	NA	NO	NO	NO	NA

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	23700000	ATDMA - 64QAM	38.750	5	6400000
2	38596000	ATDMA - 64QAM	42.750	6	3200000
3	30596000	ATDMA - 64QAM	38.750	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

[Datalink]

@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.  

[Kush1]

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.

[Nazir44]

---

@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.

[RogersShaun]

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

[notaguard]

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.  

[RogersCilio]

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

[Gdkitty]

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.

[notaguard]

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.

[gp-se]

---

@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. 

[notaguard]

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.

[Hichdima]

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....

[gp-se]

---

@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. 

[Hichdima]

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.

[notaguard]

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.

[Joelien]

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)

[RogersZia]

Good afternoon and welcome to the Rogers Community Forums @Joelien

Intermittent speeds issues are quite disruptive ! 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

[djkjpro]

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?

[Gdkitty]

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.