Hitron Modem keeps dropping internet

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Resident Expert
Resident Expert
Posts: 6,258

Re: Hitron Modem keeps dropping internet

@Camael1 @Geezup can both of you log into your modem, navigate to the STATUS .... DOCSIS WAN tab and copy the signal level table starting at the "Downstream Overview" and going all the way to the bottom right hand corner of the OFDMA section at the bottom of the table.  Ignore the data that sits above the "Downstream Overview".  That table will copy just like any other table in a document, select or highlight that entire section and right click .... copy.  Then you can paste that into a post.  Hopefully that will shed some light on the problems that both of you are experiencing.  Its possible however that very short interruptions won't be captured in that data.  If the external cable and/or connectors are old and starting to fail, that will cause short interruptions in service that will increase in frequency until the cable or connectors finally fail.  While the service is up and running, the signal levels will appear normal.  Additionally, the modem reboot will return the service back to its normal operating mode, but, the reboot won't resolve the underlying cause of the failures.  



I'm Here A Lot
Posts: 5

Re: Hitron Modem keeps dropping internet

@Datalink

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 591000000 256QAM -7.700 7 35.084
2 855000000 256QAM -11.300 3 33.377
3 861000000 256QAM -11.600 4 33.487
4 579000000 256QAM -7.000 5 35.084
5 585000000 256QAM -7.000 6 35.595
6 849000000 256QAM -10.200 2 34.346
7 597000000 256QAM -7.600 8 35.084
8 603000000 256QAM -8.000 9 34.926
9 609000000 256QAM -9.100 10 34.346
10 615000000 256QAM -8.300 11 34.484
11 621000000 256QAM -7.900 12 34.926
12 633000000 256QAM -8.600 13 34.346
13 639000000 256QAM -8.100 14 34.926
14 645000000 256QAM -9.100 15 33.834
15 651000000 256QAM -8.900 16 33.957
16 657000000 256QAM -8.300 17 34.926
17 663000000 256QAM -8.900 18 34.346
18 669000000 256QAM -9.100 19 33.834
19 675000000 256QAM -8.300 20 34.484
20 681000000 256QAM -8.800 21 34.484
21 687000000 256QAM -9.100 22 34.484
22 693000000 256QAM -8.100 23 35.084
23 699000000 256QAM -8.200 24 35.084
24 705000000 256QAM -9.400 25 34.346
25 711000000 256QAM -9.500 26 34.346
26 717000000 256QAM -9.900 27 33.487
27 723000000 256QAM -10.600 28 32.585
28 825000000 256QAM -10.000 29 34.926
29 831000000 256QAM -10.100 30 34.484
30 837000000 256QAM -10.800 31 34.346
31 843000000 256QAM -10.200 32 34.484
32 279000000 256QAM -3.100 1 35.595
OFDM Downstream Overview
Receiver FFT type Subcarr 0 Frequency(MHz) PLC locked NCP locked MDC1 locked PLC power(dBmv)
0 4K 275600000 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 38596000 ATDMA - 64QAM 38.250 6 3200000
2 30596000 ATDMA - 64QAM 35.500 4 6400000
3 23700000 ATDMA - 64QAM 34.250 5 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
I'm Here A Lot
Posts: 5

Re: Hitron Modem keeps dropping internet

@Datalink 

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000256QAM-7.700735.084
2855000000256QAM-11.300333.377
3861000000256QAM-11.600433.487
4579000000256QAM-7.000535.084
5585000000256QAM-7.000635.595
6849000000256QAM-10.200234.346
7597000000256QAM-7.600835.084
8603000000256QAM-8.000934.926
9609000000256QAM-9.1001034.346
10615000000256QAM-8.3001134.484
11621000000256QAM-7.9001234.926
12633000000256QAM-8.6001334.346
13639000000256QAM-8.1001434.926
14645000000256QAM-9.1001533.834
15651000000256QAM-8.9001633.957
16657000000256QAM-8.3001734.926
17663000000256QAM-8.9001834.346
18669000000256QAM-9.1001933.834
19675000000256QAM-8.3002034.484
20681000000256QAM-8.8002134.484
21687000000256QAM-9.1002234.484
22693000000256QAM-8.1002335.084
23699000000256QAM-8.2002435.084
24705000000256QAM-9.4002534.346
25711000000256QAM-9.5002634.346
26717000000256QAM-9.9002733.487
27723000000256QAM-10.6002832.585
28825000000256QAM-10.0002934.926
29831000000256QAM-10.1003034.484
30837000000256QAM-10.8003134.346
31843000000256QAM-10.2003234.484
32279000000256QAM-3.100135.595
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
04K275600000YESYESYES-2.299999
1NANANONONONA
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
138596000ATDMA - 64QAM38.25063200000
230596000ATDMA - 64QAM35.50046400000
323700000ATDMA - 64QAM34.25056400000
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
Highlighted
I'm Here A Lot
Posts: 5

Re: Hitron Modem keeps dropping internet

Hopefully this helps explain what the problem is.
Resident Expert
Resident Expert
Posts: 6,258

Re: Hitron Modem keeps dropping internet

@Camael1 you have some channel signal levels below -10 dBmV, which is Rogers cut off point to send a tech.  Call tech support and ask the Customer Service Rep to run a signal check on your modem.  It should fail automatically. Also advise the CSR that you're experiencing service drop outs.  The signal check failure should result in the CSR arranging for a tech visit at your convenience.  When that is done, please repost the signal levels.  Sometimes this takes more than one visit, and perhaps the issue is beyond the local external cable, further upstream towards the Cable Modem Termination System, which the modem is connected to for modem control and data services. 



I've Been Here Awhile
Posts: 4

Re: Hitron Modem keeps dropping internet

I have been having disconnect issues the last few weeks - can you please take a look at the information below and let me know if you notice something? The event log shows a lot of activity (my internet dropped out last night around 11 PM).

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1603000000256QAM6.400940.366
2849000000256QAM8.400240.366
3855000000256QAM8.500338.983
4861000000256QAM9.100438.983
5579000000256QAM6.500540.366
6585000000256QAM6.700640.366
7591000000256QAM6.700740.366
8597000000256QAM6.600840.946
9279000000256QAM3.900140.946
10609000000256QAM6.5001040.366
11615000000256QAM6.4001140.946
12621000000256QAM6.2001240.366
13633000000256QAM6.1001338.983
14639000000256QAM6.1001440.366
15645000000256QAM6.4001540.946
16651000000256QAM6.5001640.366
17657000000256QAM6.9001740.946
18663000000256QAM7.0001840.366
19669000000256QAM7.3001940.366
20675000000256QAM7.3002040.366
21681000000256QAM7.3002140.946
22687000000256QAM7.6002240.946
23693000000256QAM7.7002340.366
24699000000256QAM8.0002440.366
25705000000256QAM8.1002540.366
26711000000256QAM7.9002640.366
27717000000256QAM7.8002740.366
28723000000256QAM7.8002840.946
29825000000256QAM8.3002940.366
30831000000256QAM8.4003040.366
31837000000256QAM8.6003140.946
32843000000256QAM8.6003240.366
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES4.599998
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
136996000ATDMA - 64QAM33.25046400000
222100000ATDMA - 64QAM36.50013200000
330596000ATDMA - 64QAM33.50036400000
425300000ATDMA - 64QAM37.25023200000
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
I've Been Here Awhile
Posts: 4

Re: Hitron Modem keeps dropping internet

DOCSIS Logs

The DOCSIS event logs is shown here

No.

Time

Type

Priority

Event

1

06/10/2019 04:28:28

85010200

warning

TCS Partial Service;MAC - Removed from post;CM-QOS=1.1;CM-VER=3.1;

2

06/10/2019 04:28:44

82000500

critical

Started Unicast Maintenance Ranging - No Response received - T3 time-out;MAC - Removed from post;CM-QOS=1.1;CM-VER=3.1;

3

06/10/2019 04:28:45

82000300

critical

Ranging Request Retries exhausted;MAC - Removed from post;CM-QOS=1.1;CM-VER=3.1;

4

06/10/2019 04:28:45

82000600

critical

Unicast Maintenance Ranging attempted - No response - Retries exhausted;MAC - Removed from post;CM-QOS=1.1;CM-VER=3.1;

5

06/10/2019 04:29:01

82000500

critical

Started Unicast Maintenance Ranging - No Response received - T3 time-out;MAC - Removed from post;CM-QOS=1.1;CM-VER=3.1;

6

06/10/2019 04:29:02

82000400

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;MAC - Removed from post;CM-QOS=1.1;CM-VER=3.1;

7

06/10/2019 04:29:02

82000300

critical

Ranging Request Retries exhausted;MAC - Removed from post;CM-QOS=1.1;CM-VER=3.1;

8

06/10/2019 04:29:02

82000600

critical

Unicast Maintenance Ranging attempted - No response - Retries exhausted;MAC - Removed from post;CM-QOS=1.1;CM-VER=3.1;

9

06/10/2019 04:29:05

82000500

critical

Started Unicast Maintenance Ranging - No Response received - T3 time-out;MAC - Removed from post;CM-QOS=1.1;CM-VER=3.1;

10

06/10/2019 04:29:06

82000400

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;MAC - Removed from post;CM-QOS=1.1;CM-VER=3.1;

11

06/10/2019 04:29:18

82000500

critical

Started Unicast Maintenance Ranging - No Response received - T3 time-out;MAC - Removed from post;CM-QOS=1.1;CM-VER=3.1;

12

06/10/2019 04:29:19

82000300

critical

Ranging Request Retries exhausted;MAC - Removed from post;CM-QOS=1.1;CM-VER=3.1;

13

06/10/2019 04:29:19

82000600

critical

Unicast Maintenance Ranging attempted - No response - Retries exhausted;MAC - Removed from post;CM-QOS=1.1;CM-VER=3.1;

14

06/10/2019 04:29:21

82000500

critical

Started Unicast Maintenance Ranging - No Response received - T3 time-out;MAC - Removed from post;CM-QOS=1.1;CM-VER=3.1;

15

06/10/2019 05:28:06

82000400

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;MAC - Removed from post;CM-QOS=1.1;CM-VER=3.1;

16

06/10/2019 05:28:17

85010200

warning

TCS Partial Service;MAC - Removed from post;CM-QOS=1.1;CM-VER=3.1;

17

06/10/2019 05:28:21

82000400

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;MAC - Removed from post;CM-QOS=1.1;CM-VER=3.1;

18

06/10/2019 05:28:48

85010200

warning

TCS Partial Service;MAC - Removed from post;CM-QOS=1.1;CM-VER=3.1;

19

06/10/2019 11:13:51

82000400

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;MAC - Removed from post;CM-QOS=1.1;CM-VER=3.1;

20

06/10/2019 11:15:50

90000000

warning

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;MAC - Removed from post;CM-QOS=1.1;CM-VER=3.1;

Moderator
Moderator
Posts: 1,558

Re: Hitron Modem keeps dropping internet

Hello, @ASimkins.

 

Thank you for posting your concern in the Community. The downstream levels are a little high, but within the specs and it should not cause disconnections. Did you notice the modem rebooting when the Internet drops? 

 

We can run a few tests on your connection to determine the root cause of the issue. Please send us a private message at @CommunityHelps. You can find details about our private messaging in this blog.

 

Cheers,

RogersMoin

I Plan to Stick Around
Posts: 85

Re: Hitron Modem keeps dropping internet

I wanna say my Hitron has been dropping internet for about 2 months now. I just ran a Twitch Bandwidth test, and it went out within a few seconds of starting the test.  Not sure if that caused it or not. Also, at this point, I'm unsure whether it's the modem or not. 

 

I'd also like to point out the modem doesn't seem to restart when it happens. As in, I'm still able to access the modem in my browser immediately after the internet goes down. 

 

Speeds are good for the most part. Signal levels are within spec and pretty much always have been in the duration I've had these issues.  I still have packet loss issues as well where I will spike to like 50% or near 100% and not have a disconnect so I feel like it's not the modem.. but a lot of people are reporting drops with their Hitrons. I just had my CODA-4582U replaced about 4 or 5 months ago. Back then I was getting pretty terrible packet loss spikes. It wouldn't fully disconnect but was more like up to 50% packet loss for 10-15 seconds every now and then.

 

But later on, I started experiencing full disconnects.  I was in contact with customer service for these disconnects and the last thing I was told, about a month ago, was that it was an issue with either a power supply on Roger's end or the city's electrical grid causing these disconnects. I figure if that was truly the case it would've been fixed by now. However, I've asked for a follow-up a couple of times and so far, no news. 

 

If someone is able to explain the event log a bit more to me I would greatly appreciate that. I edited out the MAC addresses:

1006/11/2019 18:40:0782000200criticalNo Ranging Response received - T3 time-out;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.1;
1106/11/2019 18:40:0782000300criticalRanging Request Retries exhausted;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.1;
1206/11/2019 18:40:0782000600criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.1;
1306/11/2019 18:40:1082000200criticalNo Ranging Response received - T3 time-out;CM-MAC=xCMTS-MAC=x;CM-QOS=1.1;CM-VER=3.1;
1406/11/2019 18:40:1182000300criticalRanging Request Retries exhausted;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.1;
1506/11/2019 18:40:1182000600criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.1;
1606/11/2019 18:40:4182000400criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.1;
1706/11/2019 18:41:1482000200criticalNo Ranging Response received - T3 time-out;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.1;
1806/11/2019 18:41:1984000500criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.1;
1906/11/2019 18:41:3390000000warningMIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.1;
2006/11/2019 18:41:4884020200warningLost MDD Timeout;CM-MAC=xx;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.1;

 

Signal levels for reference. I also have an amplifier I can put on to get closer to 0 dBmV:

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1633000000256QAM-0.7001338.605
2849000000256QAM-5.400236.610
3855000000256QAM-4.200337.356
4861000000256QAM-2.900437.636
5579000000256QAM-1.900538.983
6585000000256QAM-1.300638.983
7591000000256QAM-1.400738.605
8597000000256QAM-1.200838.983
9603000000256QAM-0.300938.983
10609000000256QAM0.4001040.366
11615000000256QAM0.7001138.605
12621000000256QAM0.2001240.366
13303000000256QAM-1.600138.983
14639000000256QAM-1.0001438.983
15645000000256QAM-1.7001538.605
16651000000256QAM-2.4001638.983
17657000000256QAM-3.0001738.605
18663000000256QAM-3.2001838.605
19669000000256QAM-3.3001938.605
20675000000256QAM-3.2002038.983
21681000000256QAM-2.9002138.605
22687000000256QAM-2.6002238.605
23693000000256QAM-2.2002338.983
24699000000256QAM-1.6002438.983
25705000000256QAM-1.1002538.605
26711000000256QAM-1.8002637.636
27717000000256QAM-3.7002737.356
28723000000256QAM-5.1002837.356
29825000000256QAM-6.2002936.387
30831000000256QAM-6.5003036.610
31837000000256QAM-6.3003136.610
32843000000256QAM-5.9003236.387
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K290600000YESYESYES0.700001
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
138596234ATDMA - 64QAM39.25033200000
230596000ATDMA - 64QAM36.50016400000
323700000ATDMA - 64QAM39.00026400000
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

 

 Edit: just ran another 3 Twitch bandwidth test and lost internet again within 10 seconds of starting each of them. I gave my modem a reboot before the last one and still, it disconnected.  Is my modem faulty? Here is what the DOCSIS WAN page looks like when it happens:

DOCSIS Overview
Network AccessProcess...
IP Address0.0.0.0
Subnet Mask 
Gateway IP Address 
DHCP Lease Time😧 -- H: -- M: -- S: --
Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000256QAM-0.500738.983
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
1NANANONONONA
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
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

 

edit2: also every CODA I've used so far sometimes does this thing where on a reboot I only have like 3-5mbps download. I feel as if it's not establishing downstream connections properly or something. Most times it seems to eventually fix itself or I can just reboot a few more times to get it back up. Anyone else with this CODA-4582 issue?

 

edit3: factory reset the modem. This helped get my downspeed back up to 300+ and so far, no disconnect when doing a Twitch Bandwidth test. Still getting some packet loss and dropped frames when I test stream, however. Definitely makes me think these disconnects were a result of the modem. 

I'm Here A Lot
Posts: 5

Re: Hitron Modem keeps dropping internet

@Datalink Thanks you so much for the help. The Rogers technician came today to check the situation. This is how the DOCSIS WAN looks like.


Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1657000000256QAM-3.4001737.356
2849000000256QAM-7.600235.780
3855000000256QAM-8.100335.084
4861000000256QAM-9.000434.484
5579000000256QAM-2.000537.356
6585000000256QAM-1.700637.356
7591000000256QAM-1.600737.636
8597000000256QAM-2.100837.636
9603000000256QAM-2.300937.356
10609000000256QAM-2.8001037.356
11615000000256QAM-3.0001137.356
12621000000256QAM-3.0001237.356
13633000000256QAM-3.4001336.610
14639000000256QAM-3.5001437.356
15645000000256QAM-3.4001537.356
16651000000256QAM-3.2001637.356
17279000000256QAM2.200137.356
18663000000256QAM-3.4001837.356
19669000000256QAM-3.6001937.636
20675000000256QAM-3.6002036.610
21681000000256QAM-3.6002137.356
22687000000256QAM-3.7002237.356
23693000000256QAM-3.5002337.636
24699000000256QAM-3.4002437.356
25705000000256QAM-3.7002537.356
26711000000256QAM-4.2002636.610
27717000000256QAM-4.7002736.610
28723000000256QAM-4.9002836.610
29825000000256QAM-7.0002936.387
30831000000256QAM-6.9003036.387
31837000000256QAM-7.1003136.387
32843000000256QAM-7.4003235.780
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES2.400002
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
123700000ATDMA - 64QAM35.75056400000
238596000ATDMA - 64QAM40.75063200000
330596000ATDMA - 64QAM37.00046400000
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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