Intermittent Disconnections

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I Plan to Stick Around
Posts: 9

Re: Intermittent Disconnections

Sorry to  revive an old thread, but I've been getting the same connection attempts to 64.71.255.194 that simply timeout and die.  I believe it's tied to the bandwidth over-usage message.  I expect that message as I'm part of the SamKnows bandwidth measurement project, and SamKnows consumes a lot of bandwidth.  But since the injected message never appears, I am unable to acknowledge and dismiss it, so I keep getting disconnections when browsing. 

 

Is there a way to disable this connection attempt and/or the warning message?

 

Paul

 

I'm Here A Lot
Posts: 5

Re: Intermittent Disconnections

I just had the Ignite 100U service installed today. Everything went smoothly, however, I'm having some strange issues already. The modem seems to reboot itself intermittently. It continues to run fine for a few minutes to a few hours before suddenly rebooting.

The modem is running in bridge mode connected to a Netgear Nighthawk R7000 router. This router was being used with the previous provider paired with a DCM476 modem without any issues.

 

I have isolated the modem to an entirely different outlet to make sure there are no issues with another connected device from a power bar.

I have attempted to factory reset the modem and run it in both bridged mode and as a gateway without any success.

I have checked all the connections to/from the modem and everything is secure and connected properly.

 

The logs from the modem have some errors which I am not familiar with however, these errors only correlate sometimes to the random reboots.

 

Modem : CGN3ACSMR

FW: 4.5.8.16

 

Logs

 

DOCSIS Provisioning

HW init Success
Find Downstream Success
Ranging Success
DHCP Success
Time of Day Success
Download CM Config File Success
Registration Success
EAE status Disable
BPI status AUTH:authorized, TEKSmiley Surprisedperational

 

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 621000000 256QAM 4.000 54 37.356
2 591000000 256QAM 4.600 49 37.636
3 597000000 256QAM 4.600 50 37.636
4 603000000 256QAM 4.400 51 37.636
5 609000000 256QAM 4.400 52 37.356
6 615000000 256QAM 4.100 53 37.636
7 633000000 256QAM 5.100 55 37.636
8 639000000 256QAM 5.100 56 37.636
9 645000000 256QAM 5.000 57 37.636
10 651000000 256QAM 4.900 58 37.636
11 657000000 256QAM 5.000 59 37.356
12 663000000 256QAM 5.000 60 37.636
13 669000000 256QAM 4.900 61 37.636
14 675000000 256QAM 4.900 62 37.636
15 681000000 256QAM 5.700 63 38.983
16 687000000 256QAM 5.500 64 38.983
17 693000000 256QAM 5.400 65 38.983
18 699000000 256QAM 5.100 66 38.983
19 705000000 256QAM 5.000 67 38.605
20 711000000 256QAM 5.100 68 38.605
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID BandWidth
1 38596000 ATDMA - 64QAM 36.000 5 3200000
2 23700000 ATDMA - 64QAM 36.000 7 6400000
3 30596000 ATDMA - 64QAM 36.000 6 6400000

 

DOCSIS Logs

 

No. Time type Priority Event
1 03/01/16 19:05:21 83010200 error Service Change Response rejected - Invalid transaction ID;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:14:f1:eb:49:8a;CM-QOS=1.1;CM-VER=3.0;
2 03/01/16 19:13:32 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:14:f1:eb:49:8a;CM-QOS=1.1;CM-VER=3.0;
3 03/01/16 19:13:33 73040100 notice TLV-11 - unrecognized OID;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:14:f1:eb:49:8a;CM-QOS=1.1;CM-VER=3.0;
4 03/01/16 20:09:24 83010200 error Service Change Response rejected - Invalid transaction ID;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:14:f1:eb:49:8a;CM-QOS=1.1;CM-VER=3.0;
5 03/01/16 20:12:19 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:14:f1:eb:49:8a;CM-QOS=1.1;CM-VER=3.0;
6 03/01/16 20:12:21 73040100 notice TLV-11 - unrecognized OID;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:14:f1:eb:49:8a;CM-QOS=1.1;CM-VER=3.0;
7 03/01/16 21:06:06 83010200 error Service Change Response rejected - Invalid transaction ID;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:14:f1:eb:49:8a;CM-QOS=1.1;CM-VER=3.0;

 

I have removed the MAC address of the modem from the logs above. Hopefully someone can provide some guidance on any possible fixes. 

I've Been Around
Posts: 1

Re: Intermittent Disconnections

sometimes my modem keep reboot itself, I already replaced a power adapter and  modem(CGN3) but still doing the samething. here is the signal strength page.signal.jpg

Retired Moderator RogersHassam
Retired Moderator
Posts: 571

Re: Intermittent Disconnections

Hi @kartikn,

 

Welcome to the Community! 

 

From the details you've provided, it sounds to me like you might have a faulty modem. Are you noticing the modem itself completely rebooting randomly or is it just WiFi disconnects? If it's the modem rebooting on it's own, I would try replacing it at a retail location as you could've had a faulty modem installed. Please let us know. 

 

@Datalink@Gdkitty@robindp, any suggestions? 

 

Thanks, 

RogersHassam 

I'm Here A Lot
Posts: 5

Re: Intermittent Disconnections

I ended up calling support and they had a technician show up yesterday with a new modem and they tested all the wiring inside and outside the house. They also replaced the modem but sadly that did not fix the issue. Maintainance showed up today to check the local node as the technician yesterday noticed some irregularities with it, however, maintainance ruled out the local node as well.

 

From further testing today with maintainance techs, it looks like it could be a firmware issue with the CGN3. Several speedtests and high usage tests show the modem suddenly rebooting itself under high load when placed under bridge mode. I attempted a transfer of a large file (approx 4GB) from an FTP server I use and under Bridge mode, the connection gets fully saturated and evens out at approx 13MB/s and stays there until the modem crashes and reboots itself in approximately 5 minutes.

 

Under Gateway Mode, the transfer speed is significant reduced but the modem does not crash. This was verified with the modem replaced by the tech yesterday and also the spare modem that the maintainance techs brought along today that was running a 250/20 profile. 

 

I've also attempted to reset the router to factory state and then setting up the only the basic wifi settings without touching any other settings and it still resulted in the modem rebooting under heavy load under bridge mode.

 

They're trying to get an older Cisco DPC3825 to enroll me under tomorrow to see if that fixes the issue. One of the maintainance technician's uses it at his home under a similar setup and did not mention any issues with it. I'll post an update after the findings tomorrow.

Resident Expert
Resident Expert
Posts: 13,915

Re: Intermittent Disconnections

At least from my understanding, they wont be able to Smiley Sad

The Cisco unit does not support the profiles for that level of service/plan Smiley Sad




I Plan to Stick Around
Posts: 8

Re: Intermittent Disconnection

@RogersHassam

 

I did all that I could. One thing that I had left out is that since using the Ignite internet plan, I was running my own router (modem was bridged). But from all the "good" things I heard about the CGN3 modem, I decided to power down my router and use the Rogers modem for everything for the past 2 months with hopes of also benefiting from the 5Ghz connectivity. But as I have brought up at work so often and having sent countless tickets regarding these CGN3's, there's a fault in these modems - it's the firmware or a really poorly designed router from Hitron.

 

I've since reconnected my own router, bridged the modem and have had zero (0) disconnect issues - if you want to call them disconnects as they are not full on disconnects from the internet, just certain activities or services. Maybe it's the way the modem handles the NAT type? I don't know because even when adjusting that, it still occurred. Believe what you will but these Hitron modems are garbage. Rogers should contract with Cisco or Motorola again; Atleast they're a friendly device to streamers and gamers.

I Plan to Stick Around
Posts: 9

Re: Intermittent Disconnections

Regarding the problem with failing connection attempts from 64.71.255.194.  These attempts seem to have ended as of about March 2.  I assume the bandwidth overage notification for February  no longer applies here in March.  Everything seems to be back to normal, and I'm not getting the timeout/disconnects.  

 

I'm Here A Lot
Posts: 7

Re: Intermittent Disconnections

PaulH, I am really surprised this issue is still around.  For me, I found the best fix was to place a rule in my firewall to 'Block' all conneciton attempts to 64.71.255.194.  No more timeout delays or unsolicited activities from Rogers.  Recently I moved over to an Unlimited plan but I still have this rule in place as part of my default set.

 

You could also add this rule to your Windows firewall as well, though I have not tested it.  If you are not familiar with how then you will want to exhasut your research and tread lightly or risk breaking MANY things.

 

Open Windows Firewall:

Control Panel -> Windows Firewall -> Advanced Settings -> New Outbound Rule

 

Create Outbound Rule from New Outbound Rule Wizard:

Select 'Outbound Rules' -> New Rule

 

Create Rule from 'New Outbound Rule Wizard' by selecting option contained in in parentheses for each step:

Rule Type (Program) -> Program (All Programs) -> Action (Block the Connection) -> Profile (Select All) -> Name (Rogers_64.71.255.194)

 

Hopefully it helps, but you will not know until you hit 75% of you bandwidth limit again.

I'm Here A Lot
Posts: 5

Re: Intermittent Disconnections

They were able to switch me over to it somehow on the 100/10 plan.

 

Previous to the techs arrival today, I also switched to DD-WRT on the R7000 to rule out any firmware issues with the router when connected in Bridge Mode to the CGN3. The modem still ended up rebooting itself in bridge mode at random. After the installation of the DPC3825, I switched it to bridge mode and it has been running rock solid so far on the 100/10 profile under heavy load. Latency also seems to have improved a slight bit as a result of the switch.

 

There still is no decisive outcome on what may be causing the issues with the CGN3ACSMR as I have seen several people using the modem with a Netgear R7000 without any issues. From the looks of it, it may be a firmware issue but I would assume this issue would be more widespread and reading through different forums, it doesn't look like anyone has been having similar issues.