Ignite Modem Random Disconnections

Need Help?

That's what we're here for! The goal of the Rogers Community is to help you find answers on everything Rogers. Can't find what you're looking for? Just ask!
cancel
Showing results for 
Search instead for 
Did you mean: 
Reply
Datalink
Resident Expert
Resident Expert
Posts: 7,373

Re: Ignite Modem Random Disconnections

@bigdee2015 just to get these plots out sooner rather than later, here they are.  

 

One hour plot:

 

bigdee2015 1 hour ping results 1.png

 

If you look at the data and plot there are only two timeouts in the data which occur back to back.  Just prior to ping event 1400 something happened that caused the two timeouts and a sequential series of higher than normal ping response times.  The average response time is 16 milli-seconds, which is a little higher than normal but not by much.  I usually see somewhere around 8 to 13 ms and that is what I expect to see as an IPV4 ICMP ping response time from the CMTS.  You only had two lost packets, denoted by the timeouts that I manually set to 1000 ms, so, thats not a bad result over an hour.

 

One hour plot close up:

 

bigdee2015 1 hour ping results 2.png

 

24 Hour plot:

 

bigdee2015 24 hour ping results 1.png

 

24 Hour plot closeup:

 

bigdee2015 24 hour ping results 2.png

 

When you look at the plot, you can see that there are times where the response times are elevated.  If you know when you started the ping test, you can probably estimate the time of day for those time periods.  I'd guess that their possibly in the morning when the world gets going and later in the evening when everyone in the neighbourhood is home, streaming, gaming, etc, etc.  That's very typical.  

 

So, there were a total of 104 packet loss event, which isn't too bad over 24 hours.  Thats a loss of 0.12%.  Thats higher than what I normally see, but that certainly isn't a terrible result by any means.  If you look at the plot you can see that the lost packets, denoted at 1000 ms, are scattered across the entire day, so its not a singular event.  I had a quick look thru the data and there are three instances where there are two sequential timouts, and four or five other occasions where there is a packet loss timeout within four or five pings of an initial packet loss timeout.  Every other occasion appears to be singular events, which could be caused by traffic priority within the modem and CMTS or possibly packet loss due to the external cabling.  I suspect at this point that the external cabling isn't an issue, but, we'll see.  Not done with this jsut yet.   

 

Now having said that, here's a question.  You indicated that your cable at the local tap is connected thru a splitter.  Would you happen to know if there is another customer sharing that splitter or is it just your cable that is connected to the splitter?  If its just you, my recommendation is to connect your cable directly to the local tap.  Your signal levels are all low, so you need all the help you can get. 

 

Along with that I'd change the internal arrangement of the splitters.  I'd put the two port splitter first, with one output port connected to the modem and one port connected to the four port splitter.  I'd then connect the VOIP phone and Nextboxes to the output ports of the four port splitter.  That configuration will also help to bring up the signal levels for the modem. 

 

The end result will raise all of the signal levels with the modem seeing the largest signal level rise. 

 

If you can manage to do that, I'd rerun the 24 hour ping test to the CMTS to see what difference it makes, if any. 

 

My apologies for excel plots.  There's some setting in Excel to use smaller data points for the plot, but, I can't seem to find it at the moment.  I use Wireshark to do this, so my Excel plotting skills are out of practice these days. 

 

Edit:  one last point for now, run your 5 Ghz network in the channel 149 to 161 range to use the higher output power levels allowed for those channels.  Are you already using that channel range by any chance?

 

 



bigdee2015
I Plan to Stick Around
Posts: 19

Re: Ignite Modem Random Disconnections

Thank you! The data plots are perfect.. I can read them no problem.. I appreciate you posting them.. 

 

I have changed the splitter arrangement as requested

I checked the PEG and it looks like the splitter was removed when they ran the new cable. So that's good. Here's a few pics of inside the PEG. I'm not exactly sure which one is mine, but they are labeled by house number. I've taken a pic of the one labelled 103 which is my house number.

  Doesn't look like there's too much pride in workmanship when it comes to cable management within PEG's unfortunately. The main PEG splitter looks original from the house build date in 1976. I have no doubt that needs (should be) to be replaced. Photos here:
(Removed link to photos, please post pictures using Insert Photos button)

- I also took a photo of my new splitter to cable configuration. 

- I did trace the new ground run cable to my house, though it is buried VERY shallow, it is one complete run into my home and to the 'grounded' female-female connector, which is then connected to the smaller 2 way splitter as suggested..

- My 24hr ping started on the 13th and  finished at about 2:42pm. Just to give you an idea of the run time. I started a new 24h ping (exactly as the first) today at 2:11pm and after changing the cable splitter configuration and switching my 5g channel to 157.. And yes, I do use the 5g network, though I don't mind turning it off at any time should it be required for further testing. I have detailed the issues with 5g in my last post, so it may be worth a try. One thing at a time though. I like to keep all my testing controlled..

  Here are my signal information as it stands right now, 7/15/2021 at 3:56pm: (some signal levels have increased)

DOCSIS WAN

This menu displays both upstream and downstream signal parameters

DOCSIS Overview
Network Access Permitted
IP Address  
Subnet Mask 255.255.240.0
Gateway IP Address  
DHCP Lease Time 😧6 H: 10 M: 10 S: 24
Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 633000000 QAM256 3.400 13 38.983
2 591000000 QAM256 3.500 7 38.983
3 597000000 QAM256 2.599 8 38.983
4 603000000 QAM256 3.099 9 38.983
5 849000000 QAM256 -0.900 2 38.983
6 855000000 QAM256 -1.099 3 38.605
7 861000000 QAM256 -0.299 4 38.605
8 579000000 QAM256 2.900 5 38.983
9 585000000 QAM256 2.700 6 38.983
10 609000000 QAM256 3.099 10 38.983
11 615000000 QAM256 3.200 11 38.983
12 621000000 QAM256 2.700 12 38.605
13 279000000 QAM256 1.599 1 38.983
14 639000000 QAM256 3.500 14 38.983
15 645000000 QAM256 3.000 15 38.605
16 651000000 QAM256 2.799 16 38.983
17 657000000 QAM256 3.500 17 38.605
18 663000000 QAM256 3.099 18 38.983
19 669000000 QAM256 2.700 19 38.983
20 675000000 QAM256 2.799 20 38.983
21 681000000 QAM256 3.200 21 40.366
22 687000000 QAM256 2.599 22 38.983
23 693000000 QAM256 2.200 23 38.983
24 699000000 QAM256 1.799 24 38.983
25 705000000 QAM256 1.500 25 38.983
26 711000000 QAM256 0.400 26 38.605
27 717000000 QAM256 0.799 27 38.983
28 723000000 QAM256 1.900 28 38.983
29 825000000 QAM256 -0.700 29 38.983
30 831000000 QAM256 -0.500 30 38.983
31 837000000 QAM256 -0.299 31 38.983
32 843000000 QAM256 -0.500 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 0.900002
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 21100000 64QAM 40.010 5 3200000
2 38700000 64QAM 41.270 8 6400000
3 32300000 64QAM 41.770 7 6400000
4 25900000 64QAM 41.270 6 6400000
5 0 QAM_NONE - --- 1600000
6 0 QAM_NONE - --- 1600000
7 0 QAM_NONE - --- 1600000
8 0 QAM_NONE - --- 1600000
OFDM/OFDMA Overview
Channel Index State lin Digital Att Digital Att BW (sc's*fft) Report Power Report Power1_6 FFT Size
0 DISABLED 0.0000 0.0000 0.0000 0.0000 0.0000 2K
1 DISABLED 0.0000 0.0000 0.0000 0.0000 0.0000 2K

 

  Thanks again for your continued help with this!! You've been most amazing!! Let me know what you think of the levels. I will post my 24hr ping results tomorrow. I m a tech so feel free to ask me to sniff packets, or perform any other tests you'd like results from..

 

  All the best!

Dave

 

 

Datalink
Resident Expert
Resident Expert
Posts: 7,373

Re: Ignite Modem Random Disconnections

@bigdee2015 just so that I'm sure of the plot numbers, are you running the ping test via ethernet?  I'm hoping that's the case 🙂

 

Is the VOIP phone the Rogers Home Phone?  I'm assuming that's the case as its cable connected.  Am I wrong?

 

Are you a Wireshark user by any chance?



Datalink
Resident Expert
Resident Expert
Posts: 7,373

Re: Ignite Modem Random Disconnections

@bigdee2015 here's your signal levels after moving the splitters around:

 

bigdee2015 Signal levels after spltter move.png

 

The shape of the plot hasn't changed, its just moved up from its previous position below 0 dBmV.  So, that's a good thing.  For the upstream frequencies which run from 5 to 42 Mhz and the OFDM downstream range which runs from 350 to 447 Mhz, running above their previous levels is good to see.  If that local tap at the pedestal has been in place forever, its probably time to replace it for a higher frequency tap.  That alone might be responsible for the high frequency roll-off above 700 Mhz.  Usually that occurs above 750 Mhz, but, its possible that there are more problems on the cable line other than just the local tap.  I have no doubt that the roll-off breaks the slope limits for the signal levels.  It would be interesting to know what tech support would say if you asked them to run a signal check on the modem.  Thats an automated display, essentially a pass/fail display.  Whether or not it takes into account the signal slope is a good question.  If the signal check passed, then I'd say that signal slope is not taken into account as it should be. 

 

For now, with the DOCSIS 3.1 OFDM channel running in the 350 to 447 Mhz range,  that high frequency roll-off shouldn't affect the downstream performance of the modem as the modem should be using the OFDM channel instead of the upper QAM channels that run above 500 Mhz.  But, if at some point Rogers implements another OFDM channel above 500 Mhz, then you'd be in trouble due to that roll-off.  There have been posts with a second OFDM channel above 500 Mhz, so, my guess is that the Rogers network staff are experimenting with dual OFDM channel configurations for network wide implementation at some point in the future.

 

The upstream levels have come down as well.  The normal range is 36 to 40 dBmV, so you're upstream signal levels are only slightly above that range which is very good to see as well. 

 

Whether this address any of the disconnect situations to and beyond the CMTS remains to be seen.  We'll see what the ping test results show over the next few days. 

 

If you've had techs out to your home previously, then its time for a Senior Tech (real Rogers tech).  The moderators can arrange that.  Send a message to @CommunityHelps with your account number and MAC address from the STATUS tab in the modem.  The MAC address will allow the moderators to locate your modem very quickly.  The question at hand is whether or not your immediate neighbours who are also connected to that local tap also have that high frequency roll-off, or if its just your cable line.  If the neighbours have that problem as well, then the issue is at the local tap or beyond.  If its just your cable line, then perhaps the port on the local tap is bad, which might require replacing that tap.  It looks like there is an available port on the tap that could be used, but, if that's been in service for decades, it should be replaced for a newer tap that runs higher frequencies.  

 

Fwiw, Rogers uses a new generation of splitters which run up to 1218 Mhz.  I presume thats in preparation for a possible frequency expansion above 1002 Mhz.  So, once again, that high frequency roll-off won't do you any favours if Rogers does implement a frequency expansion above 1002 Mhz.  That day is probably a long way off as there are other high cost components of the cable system which would have to be replaced along with tens of thousands of existing splitters.  The splitters that Rogers is currently installing are the CMC4000 series:

 

https://www.antronix.com/pdf/DS-1176-SS-A05_CMC4000-G2.pdf

 

If you happen to come across a Rogers tech one day, ask him or her for a two port, and four port splitter to replace your current splitters.  Also fwiw, it would be simpler to replace both splitters with a single splitter, but, anything over a three port splitter will drop the signal level at all ports by at least 7 dB or as much as -11 dB for an 8 port splitter.  If your current configuration with the two splitter works and doesn't cause any problems for the Nextboxes or VOIP phone, then that's the configuration to keep with the new splitters.  The two port splitter is the Antronix CMC4002H and the four port splitter is the Antronix CMC4004H.  The H denotes a horizontal splitter.  If you google those splitters you can see what they look like.  Given that Rogers is now installing the newer Ignite TV systems which only use a single modem, that requirement for splitter installation drops to zero, but, there are still a good many customers who are running the Nextboxes and Home Phones which require splitters for their use.

 

Also fwiw, I'd replace the F-81 connectors in the wallplates for a higher frequency model such as the following:

 

https://www.homedepot.ca/product/ideal-3ghz-f-splice-adapter-10-pack-/1000751479

 

If the existing F-81 connectors in your wallplates have been around forever, then their probably rated for 750 Mhz for antenna systems, instead of 1002 Mhz and above for cable or satellite systems.  

 

 



bigdee2015
I Plan to Stick Around
Posts: 19

Re: Ignite Modem Random Disconnections

Man.. your info is amazing!!! I'm learning a ton and I appreciate the time you're spending to help me.. I know it's a lot - just want to let you know that we are most grateful for the amount of work you've invested over the last couple of weeks.. 

 

-- I did a new 24hr ping, but unfortunately my son decided to do a bit of late night vacuuming after dumping his snack and blew the breaker.. So it never got to finish.. I've started a new one right now and will post as soon as it's complete tomorrow morning.. I am running through an ethernet connection.

  I just finished sending out a message to @CommunityHelps to hopefully get a senior tech out here, swap out the peg, splitters, adapters and do a decent level and hardware check.. I'll keep you posted on that. I asked that they e-mail the modem status check results to me.. Not sure if they will though..

 I'm happy the levels raised a bit..  We did lose connections several times within the last 24 hours.. 

Sunday 21:35-21:45 was the only time stamp I could get. I try my best to catch them, but I'm not always able to.

 Thank you for the app suggestion.. I added a screencap of it and added it to a shared folder. I will PM you the link. Anything new, Ill just add to the same folder to keep things clean moving forward..

 I'm not sure how quick MODs move around here, but when I hear from them I'll let you know.. Still moving forward!! Momentum is great!! Thank you!!

 

Dave

 

 

pmbreton
I've Been Around
Posts: 1

Re: Ignite Modem Random Disconnections

My Gateway router has been randomly shutting down and rebooting during the workday. The event log states: "72003001- eRouter is administratively disabled". Thoughts on how to stop this disruptive activity?

RogersCorey
Moderator
Moderator
Posts: 1,508

Re: Ignite Modem Random Disconnections

Greetings @pmbreton!

 

If you're still experiencing this issue, we'd be happy to take a closer look to see what is going on! Feel free to send us a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.  

 

Regards,

RogersCorey

LehV
I've Been Around
Posts: 1

Re: Ignite Modem Random Disconnections

Hi,

 

I am hoping someone could help me with this one. I have Rogers Ignite and it has been intermittently disconnecting throughout the day for the past month or two. I have done a couple things to try to troubleshoot the issue, and when it seemed like it was getting better, the disconnections keep happening. This is leading me to believe the issue maybe the line outside my house, or the Ignite modem itself. For context, I live in a house with underground lines coming into my house, and my modem is the XB6 model.

 

I have tried factory reset the modem, this didn't seem to change much in terms of stability.

After looking at the signal levels, I tried moving modem closer to the line coming inside the house and removed any unused amplifiers, splitters, and cables that might of introduced noise. I am not sure if this improved the signal but from what I can see in the modem's GUI, they don't seem very stable. It is kind of all over the place and changes throughout the day. I do not know if this is normal or not. There are 33 downstream channels and their power levels are usually around -10 dBmV to +5 dBmV, with SNR usually around 36 dB to 41 dB.  The 4 upstream channels have power levels that are typically between 36 dBmV to 45 dBmV, though I have seen some channels go as high as 50 dBmV. For further context, whenever there is a disconnect, the modem is flashing either amber or green lights, signalling that it is trying to acquire a downstream or upstream lock. Usually during the disconnect I can still access the modem's GUI, and under the 'Rogers Network' page, I can see that it is going through it's 'initialization procedure'. Also, for whatever reason, whenever I try to look at logs in the GUI, it always shows up blank for system and event logs. I am going to post my down/upstream signals below, maybe that will help someone troubleshoot the problem. As I previously mentioned the signal power levels and SNR fluctuates throughout the day, so what is below is just at the time of writing this post.

 

 
Downstream
Channel Bonding Value                                                              
Index
10
1
2
3
4
5
6
7
8
9
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
609 MHz
279 MHz
849 MHz
855 MHz
861 MHz
579 MHz
585 MHz
591 MHz
597 MHz
603 MHz
615 MHz
621 MHz
633 MHz
639 MHz
645 MHz
651 MHz
657 MHz
663 MHz
669 MHz
675 MHz
681 MHz
687 MHz
693 MHz
699 MHz
705 MHz
711 MHz
717 MHz
723 MHz
825 MHz
831 MHz
837 MHz
843 MHz
350000000
SNR
40.4 dB
40.0 dB
37.8 dB
37.7 dB
38.1 dB
40.6 dB
40.5 dB
40.2 dB
40.0 dB
40.3 dB
40.3 dB
40.3 dB
40.3 dB
40.5 dB
40.4 dB
40.2 dB
40.0 dB
39.9 dB
39.8 dB
39.2 dB
40.1 dB
40.3 dB
39.9 dB
40.3 dB
40.2 dB
40.3 dB
40.2 dB
39.8 dB
37.9 dB
38.0 dB
38.0 dB
38.0 dB
NA
Power Level
-5.1 dBmV
-7.2 dBmV
-9.2 dBmV
-9.1 dBmV
-8.9 dBmV
-4.1 dBmV
-4.1 dBmV
-4.6 dBmV
-5.1 dBmV
-4.8 dBmV
-5.6 dBmV
-5.6 dBmV
-6.2 dBmV
-6.0 dBmV
-6.1 dBmV
-6.6 dBmV
-6.9 dBmV
-7.1 dBmV
-7.4 dBmV
-7.7 dBmV
-7.2 dBmV
-6.5 dBmV
-6.7 dBmV
-6.4 dBmV
-6.4 dBmV
-6.6 dBmV
-6.8 dBmV
-7.2 dBmV
-9.2 dBmV
-9.2 dBmV
-8.8 dBmV
-8.8 dBmV
NA
Modulation
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM

 

 
Upstream
Channel Bonding Value    
Index
1
2
3
4
Lock Status
Locked
Locked
Locked
Locked
Frequency
21 MHz
25 MHz
32 MHz
38 MHz
Symbol Rate
2560
5120
5120
5120
Power Level
42.5 dBmV
43.5 dBmV
44.3 dBmV
45.5 dBmV
Modulation
QAM
QAM
QAM
QAM
Channel Type
TDMA_AND_ATDMA
ATDMA
ATDMA
ATDMA

 

The disconnects are especially frustrating during a Zoom call for work, or playing a video game. I am at a bit of a loss of what to do at this point. Only other thing I can think of is to try bridge mode, but I do not know if that will change anything.

 

Anyway, thanks for reading. Hopefully someone could give me some help.

 

 

 

-G-
Resident Expert
Resident Expert
Posts: 2,482

Re: Ignite Modem Random Disconnections

@LehV  Your downstream power levels are definitely low; they should average 0 dBmV.  Your upstream power levels are currently okay but if you see it exceeding 50 dBmV on a channel, that's approaching the failure point.

 

This needs to be investigated.  If you call into tech support, the 1st-level tech should be able to confirm that your signals levels are marginal.  A second-level support tech can also perform additional tests so I would also try to get your call escalated.  You can also obtain support by sending a private message to @CommunityHelps .

 

It's possible that it could be caused by something as simple a bad coax patch cable or a bad F81 coupler.  However, given that your power levels are fluctuating, it could be a modem problem but it's more likely an outside issue, especially if you experience more frequent disconnects when the outside temperatures rise.