Hitron Modem keeps dropping internet

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I Plan to Stick Around
Posts: 13

Re: Hitron Modem keeps dropping internet

Ok. Bear with me please. I do not know all this technical stuff you are all discussing. Don't have a clue how to access modem logs etc. All I know is that the I internet keeps dropping and we are getting very upset. My son especially uses for online gaming and it often drops mid game and he is not a happy camper!!!!

We spend a lot of time unplugging the power to the modem and all cables then sometimes it works for a while, or it keeps dropping again.

Called Roger's twice now ( after giving up on live chat which is useless). They did the resets on their end etc. Had me unplug/replug and if we are lucky, it stays on!!! Then she suggested to keep trying this and that if persisted, maybe we need to change modem. Well had to call and book a service call which is not until Saturday!!! A full 4 days!!!! You better believe I will be asking for credit on bill.

So I guess I am asking is there anything else I can do to get some semblance of consistent internet until then to avoid frustrated family members???
As I said, not a techie and don't understand a lot of the comments about checking logs so go easy on me
Moderator
Moderator
Posts: 260

Re: Hitron Modem keeps dropping internet

Hey @Callalili!

 

No worries at all! In this circumstance I don't think logs would be necessary for you. Seeing such consistent intermittency with your internet is likely to drive anyone nuts, and as a gamer myself I feel your son's pain in that regard. There's certainly a few things we can confirm with you to assist further and identify what's causing this :). Could you confirm the following for me?

 

Are you connecting with a wired or a WiFi connection?
If WiFi does the name of the WiFi network you're connecting to end in "-5G"?
When your son is gaming and the connection stops working, are all other devices affected?
When you had the technician scheduled did they provide you with any indication of what the issue may be?

Let us know how the visit goes as well!

 

@RogersAndy

I've Been Here Awhile
Posts: 2

Re: Hitron Modem keeps dropping internet

Two days ago I suddenly lost internet access. The down arrow light on modem kept blinking. Rogers tech support told me no response from the modem. I swapped a new modem from a Rogers store. At the beginning it was working fine; but during the night internet was lost again. Then I swapped the two connections on the splitter and internet came back, TV worked fine too. Hours later internet dropped again ... after trying to replace cable etc. I discover that it seems when internet drops (down arrow blinking), I only need to disconnect the coax cable from the modem and re-connect it back, even without restarting the modem. What the problem is this? And more important, how to fix it forever?

Resident Expert
Resident Expert
Posts: 14,033

Re: Hitron Modem keeps dropping internet

Are you able to log into the modem, and pull up the signal levels, and post them here?
That may show some key to whats happening.

 

Other than that.. may be something more downstream thats happening.



Highlighted
Resident Expert
Resident Expert
Posts: 6,302

Re: Hitron Modem keeps dropping internet

@vwzh  you have some type of external cable and/or connector problem on the go.  Disconnecting the cable or restarting the modem will temporarily resolve the issue, but, it won't resolve the underlying problem.  Call tech support and ask the Customer Service Rep to run a signal check on your modem.  It might pass, it might not if the modem is up and running.  Since we haven't seen the signal levels as suggested by @Gdkitty , it will be a pass or not pass situation at this point.  Advise the CSR that your having service drop outs.  Depending on whether or not the test passes, the CSR might arrange for a tech visit to inspect the cable and connectors.  At the end of the day, you need a tech.  

 

If the test passes and the CSR does nothing at this point, when you encounter a service drop out once again, don't restart the modem or disconnect/connect the cable.  Leave the modem as is and call tech support as indicated above.  This time, the test will fail and the CSR will arrange for a tech visit. 



I've Been Here Awhile
Posts: 2

Re: Hitron Modem keeps dropping internet

Just got home. Not sure if this is what you mean. And hopefully you guys can understand. Thanks!

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 591000000 256QAM -2.400 7 40.946
2 579000000 256QAM -2.600 5 40.366
3 585000000 256QAM -2.400 6 40.366
4 279000000 256QAM -2.200 1 40.946
5 597000000 256QAM -2.500 8 40.366
6 603000000 256QAM -2.400 9 40.366
7 609000000 256QAM -2.500 10 40.366
8 615000000 256QAM -2.800 11 40.946
9 621000000 256QAM -3.100 12 40.366
10 633000000 256QAM -3.500 13 40.366
11 639000000 256QAM -3.100 14 40.946
12 645000000 256QAM -2.900 15 40.946
13 651000000 256QAM -3.300 16 40.366
14 657000000 256QAM -3.600 17 40.366
15 663000000 256QAM -2.800 18 40.366
16 669000000 256QAM -3.200 19 40.366
17 675000000 256QAM -3.600 20 40.366
18 681000000 256QAM -3.600 21 40.366
19 687000000 256QAM -3.700 22 40.366
20 693000000 256QAM -3.200 23 40.946
21 699000000 256QAM -3.200 24 40.366
22 705000000 256QAM -2.800 25 40.366
23 711000000 256QAM -3.100 26 40.366
24 717000000 256QAM -3.300 27 40.366
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 38596000 ATDMA - 64QAM 47.750 3 3200000
2 30596000 ATDMA - 64QAM 47.750 1 6400000
3 23700000 ATDMA - 64QAM 46.250 2 6400000
I'm Here A Lot
Posts: 5

Re: Hitron Modem keeps dropping internet

I have this problem for more than 3 years modem resetting randomly and replacing modem 10 times or more.

Any complain to Rogers didn't made any difference and techs always said everything is fine.

Just recently I discover that this is not modem issue as my phone modem reboots the same time as Internet Modem does. That looks like not Internet issue but complete signal problem. If anyone have this problem and have Rogers phone also than check phone modem while Internet modem is rebooting and will see that phone modem also is rebooting the same time. I always thought is only modem issue but one day I was on the phone when I lost Internet and my call also dropped and when check phone modem all lights were off.

Resident Expert
Resident Expert
Posts: 6,302

Re: Hitron Modem keeps dropping internet

@neropl sounds like you have an external cable and/or connector problem.  Can you log into the modem, navigate to the STATUS .... DOCSIS WAN tab and copy the Downstream Overview table, all the way to the bottom of the Upstream Overview, or the OFDM/OFDMA section on the bottom, depending on which modem you have.  

 

If you have a black upright CGN3xxxxx Hitron modem you'll only have the Downstream and Upstream Overview.  If you have a white Hitron CODA-4582 modem, you'll have a Downstream Overview section, OFDM section, Upstream Overview and the bottom OFDM/OFDMA section.  In either case, I'd like to see the entire table.  

 

Hightlight or select that entire table, right click ..... Copy.  Then start a new post, right click .... paste.  That entire table should paste into the post. 

 

Lets have a look at the signal levels and go from there.  Whenever you do call tech support about this issue, ensure that the Customer Service Rep understands that you lose everything, internet, Home Phone and TV services.  There's no doubt that there is an issue, but, those disconnects can occur so fast that they won't who up in the signal levels.  If the signal levels are down on the downstream side, and up on the upstream side, that's an indication of cable and/or connector problem.



I'm Here A Lot
Posts: 5

Re: Hitron Modem keeps dropping internet

DOCSIS WAN

This menu displays both upstream and downstream signal parameters
DOCSIS Overview
Network Access Permitted
IP Address 7.x.xxx.xxx (Privacy)
Subnet Mask 255.255.252.0
Gateway IP Address 7.x.xxx.xxx (Privacy)
DHCP Lease Time 😧 06 H: 06 M: 01 S: 21
Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 639000000 256QAM -1.400 14 38.983
2 849000000 256QAM -0.100 2 38.983
3 855000000 256QAM -0.300 3 38.983
4 861000000 256QAM -1.500 4 38.983
5 579000000 256QAM -3.700 5 38.605
6 585000000 256QAM -3.600 6 38.983
7 591000000 256QAM -3.400 7 38.605
8 597000000 256QAM -3.100 8 38.605
9 603000000 256QAM -3.000 9 40.366
10 609000000 256QAM -2.500 10 40.366
11 615000000 256QAM -2.300 11 38.983
12 621000000 256QAM -2.200 12 38.983
13 633000000 256QAM -1.800 13 38.983
14 279000000 256QAM -5.000 1 37.636
15 645000000 256QAM -1.300 15 40.366
16 651000000 256QAM -1.300 16 40.366
17 657000000 256QAM -1.400 17 38.983
18 663000000 256QAM -1.600 18 38.605
19 669000000 256QAM -1.500 19 38.983
20 675000000 256QAM -1.300 20 38.605
21 681000000 256QAM -1.000 21 38.983
22 687000000 256QAM -1.000 22 38.983
23 693000000 256QAM -0.800 23 40.366
24 699000000 256QAM -0.800 24 40.366
25 705000000 256QAM -0.500 25 38.983
26 711000000 256QAM -0.900 26 38.983
27 717000000 256QAM -0.700 27 38.983
28 723000000 256QAM -0.600 28 38.983
29 825000000 256QAM -0.300 29 38.983
30 831000000 256QAM -0.200 30 38.983
31 837000000 256QAM 0.200 31 40.366
32 843000000 256QAM 0.100 32 38.605
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 -4.599998
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 30596000 ATDMA - 64QAM 40.000 3 6400000
2 36996000 ATDMA - 64QAM 40.000 4 6400000
3 22100000 ATDMA - 64QAM 42.000 1 3200000
4 25300000 ATDMA - 64QAM 42.000 2 3200000
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

Resident Expert
Resident Expert
Posts: 6,302

Re: Hitron Modem keeps dropping internet

@neropl can you also confirm what firmware version is loaded.  That's shown on the STATUS page under "Software".

 

Fwiw your DOCSIS 3.0 downstream levels aren't too bad, but, there's a definite signal loss in the lower 500 Mhz range.  That's important as the OFDM channel operates in that range, running from 275.6 Mhz, up to 467.6 Mhz.  In theory, the entire signal range, from 200 Mhz up to 1 Ghz should be at 0 dBmV.  So, your upper 500 Mhz range isn't too bad, but there is a ramp up from 200 Mhz up to 500 Mhz.  That is also reflected in your upstream levels which are also DOCSIS 3.0 channels.  Normally they run in the 30 to 32 dBmV range, but yours are up around  40 to 42 dBmv, still well within spec, but above their normal range.  

 

Ok, so, looking at those levels, one wouldn't expect disconnects of the type that you're experiencing.  The one problem here is that the OFDM downstream section doesn't contain enough information to asses the health of the DOCSIS 3.1 OFDM channel.  Tech support has access to that information however.  

 

When you have time, call tech support and ask the CSR to run a signal check on the modem.  Ask specifically if the OFDM parameters are within spec, and ask for the OFDM QAM level, the signal level and signal to noise ratio. I'd like to know where that QAM level is currently sitting.  The QAM encoding range is 64 on the bottom, ranging up to 1024 at the top.  The modem should be running 1024, but, I don't know what effect the signal ramp has on the QAM level.  

 

Ok, so, there's a little homework to do.  When and if you ask for a tech visit, ask for a senior tech, which is a Rogers tech instead of a contractor tech.  If you've had two contractor tech visits already, and it sounds like you have, then you should be able to request a Senior tech.  

 

Personal opinion, if the Customer Service Rep asks you to swap modems again, respectfully decline the request as you've already done numerous swaps and that hasn't fixed the problem, so, obviously, by this point, the modem isn't the problem.  The low failure rates for these modems don't support the CSR's automatic request to swap modems, so it does nothing but aggravation to the situation.  

 

Edit:  When these disconnects occur, are they long enough that you would have time to call tech support via cell phone, assuming of course that you're also running a Rogers Cell phone?  Or, are these just fact disconnects, down and then back up and running again?

 

It sounds like there is a cable and/or connector problem, and if that is the case, this can be very frustrating.  It would be much simpler if the cable or connector simply failed once and for all, as it would be much easier to diagnose.  If the disconnects are long enough that you can get in touch with tech support, that's the best time to call, when the problem is ongoing.  

 

There is also the possibility that there is some type of noise problem in your neighbourhood, which is also hard to track down.  That's usually caused by someone connecting a device to their cable system that shouldn't be connected.  That device backfeeds some signal (aka, noise) into the neighbourhood cable system, making life miserable for all concerned.  If, when you're talking to tech support, ask the CSR to check the historical noise records to see what shows up.