Intermittent Disconnects CGN3ACSMR

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Suse1
I've Been Here Awhile
Posts: 4

Re: Intermittent Disconnects CGN3ACSMR

we have been having constant internet outages for at least a  month now  where the internet drops for around a minute and maybe even kicked from the wifi. this started around when we switched to the hitron router and we have had several replacement hitron routers that are all behaving the same way. A tech has also checked our signals and said everything was fine but I went into the router logs and would love if someone took a look.

 

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 693000000 256QAM -1.100 23 37.636
2 579000000 256QAM -1.700 5 37.636
3 585000000 256QAM -1.800 6 37.636
4 591000000 256QAM -1.900 7 37.356
5 597000000 256QAM -1.800 8 37.356
6 603000000 256QAM -1.600 9 37.356
7 609000000 256QAM -1.600 10 37.356
8 615000000 256QAM -1.700 11 37.636
9 621000000 256QAM -1.500 12 37.636
10 633000000 256QAM -1.900 13 37.636
11 639000000 256QAM -1.900 14 37.636
12 645000000 256QAM -1.900 15 37.356
13 651000000 256QAM -2.000 16 37.636
14 657000000 256QAM -2.000 17 37.636
15 663000000 256QAM -1.900 18 37.636
16 669000000 256QAM -1.900 19 37.636
17 675000000 256QAM -1.600 20 37.636
18 681000000 256QAM -1.100 21 37.636
19 687000000 256QAM -1.200 22 37.636
20 279000000 256QAM -1.800 1 37.636
21 699000000 256QAM -1.000 24 37.636
22 705000000 256QAM -0.900 25 37.356
23 711000000 256QAM -0.700 26 37.636
24 717000000 256QAM -0.500 27 38.983
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 38700000 ATDMA - 64QAM 42.500 4 6400000
2 21100000 ATDMA - 64QAM 40.500 1 3200000
3 32300000 ATDMA - 64QAM 41.250 3 6400000
4 25900000 ATDMA - 64QAM 40.750 2 6400000

 

No. Time Type Priority Event
1 08/12/20 12:50:35 90000000 warning

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;Q

OS=1.1;CM-VER=3.0;

2 08/12/20 13:34:55 84000500 critical SYNC Timing Synchronization failure - Loss of Sync;
3 10/24/20 18:37:41 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;QOS=1.1;CM-VER=3.0;
4 10/24/20 18:37:45 73040100 notice TLV-11 - unrecognized OID;
5 10/24/20 19:07:34 68010300 error DHCP RENEW WARNING - Field invalid in response v4 option;
6 10/25/20 18:51:34 82000200 critical No Ranging Response received - T3 time-out;
7 10/25/20 19:07:34 68010300 error DHCP RENEW WARNING - Field invalid in response v4 option;
8 10/26/20 14:47:21 82000200 critical No Ranging Response received - T3 time-out;
9 10/26/20 19:07:34 68010300 error DHCP RENEW WARNING - Field invalid in response v4 option;
10 10/26/20 23:32:33 82000200 critical No Ranging Response received - T3 time-out;

 

 

***Edited Personal Info***

Suse1
I've Been Here Awhile
Posts: 4

Re: Intermittent Disconnects CGN3ACSMR

I also noticed the timezone and system time 

 

Hardware Version 1A
Software Version 4.5.8.40T2
Gateway Serial Number XXXXXX
HFC MAC Address XXXXXX
System Time Tue, 27 Oct 2020 00:22:18
Time Zone UTC+00:00 Greenwich Mean Time: Dublin, London, Lisbon
LAN Up Time 002 days 06h:19m:01s

 

I am in london ontario though

RogersAndy
Retired Moderator
Retired Moderator
Posts: 568

Re: Intermittent Disconnects CGN3ACSMR

Hey @Suse1!

 

Welcome to the community!

 

Intermittent service can certainly be difficult to troubleshoot but no worries, you're in good hands within the community. Thank you as well for posting the information you have as that definitely rules out any visible concern with signal levels. Your second post here identifies your LAN uptime but are you able to post your WAN uptime with the LAN uptime? This information would be helpful in determining if the disconnects you're experiencing are occurring due to a disconnect from the cmts.

 

Thanks!

 

@RogersAndy

Suse1
I've Been Here Awhile
Posts: 4

Re: Intermittent Disconnects CGN3ACSMR

WAN IP Address 
WAN Receiving38.11G Bytes
WAN Sending6.28G Bytes
Private LAN IP Address 
LAN Receiving6.28G Bytes
LAN Sending36.28G Bytes
WAN Up Time003 days 07h:04m:42s
LAN Up Time003 days 07h:40m:09s

I removed the IPs, let me know if they are needed

Suse1
I've Been Here Awhile
Posts: 4

Re: Intermittent Disconnects CGN3ACSMR

not sure if this is useful information but sometimes when I lose internet connection, the only way to reconnect is to disconnect and reconnect to the wifi. Also we are averaging between 20-30 disconnects per day which is very very frustrating

RogersAndy
Retired Moderator
Retired Moderator
Posts: 568

Re: Intermittent Disconnects CGN3ACSMR

Hey @Suse1!

 

Thank you for the provided information. The data you've provided indicates that you're not losing internet service which is good news, so this looks like it may just be home network/WiFi related. Can you confirm for us if the disconnects occur only on WiFi? Testing of this can be done by using a wired device directly to the modem and confirming internet connectivity on that device when your WiFi drops.

 

Thanks!

 

@RogersAndy

TTrueman
I've Been Here Awhile
Posts: 2

Re: Intermittent Disconnects CGN3ACSMR

Hi everyone,

 

I've been with rogers for over a year, I've had a few issues in the past but everything was good for several months until a few days ago. This happened to coincide with the exact time I cancelled my rogers cellphones but anyway. I often can't get more than 10-15 minutes into a game/show etc.. before my connection drops.

 

I watched the light on the modem, the only change is that the 2nd blue one flickers to green for a split second. I already did a modem swap at the local store which didn't solve the issue. I contact rogers through chat and they insisted everything is fine on their end.

 

The device I'm having the most issues with (because it's the one I use the most, I have issues with all my devices) is hardwired directly to the modem and I've tried swapping the cable and changing ports in the modem. Here's what my WAN and event log look like. I'm at a loss, I don't know what to do anymore. This is becoming a critical issue because I work from home all day and game all night. Can anyone help?

 

DOCSIS WAN

This menu displays both upstream and downstream signal parameters

DOCSIS Overview
Network Access Permitted
IP Address  
Subnet Mask  
Gateway IP Address  
DHCP Lease Time 😧06 H: 16 M: 06 S: 07
Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 693000000 256QAM 1.900 23 38.605
2 579000000 256QAM 1.900 5 38.983
3 585000000 256QAM 1.700 6 40.366
4 591000000 256QAM 1.700 7 40.366
5 597000000 256QAM 2.100 8 38.983
6 603000000 256QAM 2.400 9 40.366
7 609000000 256QAM 2.500 10 40.366
8 615000000 256QAM 1.900 11 38.983
9 621000000 256QAM 1.500 12 38.983
10 633000000 256QAM 1.700 13 38.983
11 639000000 256QAM 1.800 14 38.605
12 645000000 256QAM 1.900 15 38.983
13 651000000 256QAM 1.800 16 38.605
14 657000000 256QAM 1.800 17 38.983
15 663000000 256QAM 1.400 18 38.605
16 669000000 256QAM 1.300 19 38.983
17 675000000 256QAM 0.900 20 38.605
18 681000000 256QAM 1.200 21 38.983
19 687000000 256QAM 1.400 22 38.983
20 279000000 256QAM 0.600 1 38.983
21 699000000 256QAM 1.800 24 38.983
22 705000000 256QAM 1.300 25 38.983
23 711000000 256QAM 1.000 26 38.605
24 717000000 256QAM 0.800 27 38.983
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 38700000 ATDMA - 64QAM 33.500 4 6400000
2 21100000 ATDMA - 64QAM 32.750 1 3200000
3 32300000 ATDMA - 64QAM 34.750 3 6400000
4 25900000 ATDMA - 64QAM 32.750 2 6400000

 

1 01/02/21 16:22:19 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=00:17:10:98:5e:a9;CM-QOS=1.1;CM-VER=3.0;
2 01/02/21 16:22:29 73040100 notice TLV-11 - unrecognized OID;CM-MAC=;CMTS-MAC=00:17:10:98:5e:a9;CM-QOS=1.1;CM-VER=3.0;
3 01/02/21 16:52:11 68010300 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=00:17:10:98:5e:a9;CM-QOS=1.1;CM-VER=3.0;
4 01/03/21 16:29:12 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:98:5e:a9;CM-QOS=1.1;CM-VER=3.0;
5 01/03/21 16:52:11 68010300 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=CMTS-MAC=00:17:10:98:5e:a9;CM-QOS=1.1;CM-VER=3.0;
6 01/04/21 14:21:28 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=bCMTS-MAC=00:17:10:98:5e:a9;CM-QOS=1.1;CM-VER=3.0;
7 01/04/21 16:52:11 68010300 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=00:17:10:98:5e:a9;CM-QOS=1.1;CM-VER=3.0;
8 01/05/21 15:01:10 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:98:5e:a9;CM-QOS=1.1;CM-VER=3.0;
9 01/05/21 16:52:11 68010300 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=CMTS-MAC=00:17:10:98:5e:a9;CM-QOS=1.1;CM-VER=3.0;
10 01/05/21 23:18:20 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=CMTS-MAC=00:17:10:98:5e:a9;CM-QOS=1.1;CM-VER=3.0;
11 01/06/21 00:11:04 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=CMTS-MAC=00:17:10:98:5e:a9;CM-QOS=1.1;CM-VER=3.0;
12 01/06/21 00:11:12 73040100 notice TLV-11 - unrecognized OID;CM-MMAC=00:17:10:98:5e:a9;CM-QOS=1.1;CM-VER=3.0;
13 01/06/21 00:46:07 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MA;CMTS-MAC=00:17:10:98:5e:a9;CM-QOS=1.1;CM-VER=3.0;
14 01/06/21 00:46:19 73040100 notice TLV-11 - unrecognized OIDMAC=00:17:10:98:5e:a9;CM-QOS=1.1;CM-VER=3.0;
15 01/06/21 10:26:09 82000200 critical

No Ranging Response received - T3 time-out;CM-MACCMTS-MAC=00:17:10:98:5e:a9;CM-QOS=1.1;CM-VER=3.0;

 

 

Edited Personal Information out of Post - RogersTony

RogersCorey
Moderator
Moderator
Posts: 1,463

Re: Intermittent Disconnects CGN3ACSMR

Hello @TTrueman!

 

My name is Corey and I'd like to take a closer look into this matter and troubleshoot with you today. 

 

Please PM us @CommunityHelps. If you're not familiar with our PMing process, you can find instructions here.

 

Regards,

RogersCorey

arayhbs
I've Been Around
Posts: 1

Re: Intermittent Disconnects CGN3ACSMR

Occasionally, our modem appears to be rebooting itself (cannot access the modem admin interface until it finishes booting up). On bad days, we experience 5 reboots over the course of three hours. We had been using Tek Savvy before Rogers and had no issues, but after the switch to Rogers, we immediately started experiencing this problem on day 1. We are using the same cables as before and only replaced the modem.

 

I've copied and pasted the DOCSIS Event Logs and DOCSIS WAN Downstream/Upstream Overview below (MAC identifiers censored):

 

DOCSIS Logs

The DOCSIS event logs are shown here

No. Time Type Priority Event
1 04/13/21 07:05:40 69010100 notice SW Download INIT - Via NMS
2 04/13/21 07:06:59 69011100 notice SW download Successful - Via NMS
3 04/13/21 07:09:04 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
4 04/13/21 07:09:14 73040100 notice TLV-11 - unrecognized OID;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
5 04/13/21 20:47:34 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
6 04/13/21 20:47:34 82000300 critical Ranging Request Retries exhausted;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
7 04/13/21 20:47:34 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
8 04/13/21 20:47:34 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
9 04/13/21 20:47:35 82000300 critical Ranging Request Retries exhausted;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
10 04/13/21 20:47:35 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
11 04/13/21 20:47:36 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
12 04/13/21 20:47:36 82000300 critical Ranging Request Retries exhausted;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
13 04/13/21 20:47:36 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
14 04/13/21 20:47:38 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
15 04/13/21 20:47:38 82000300 critical Ranging Request Retries exhausted;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
16 04/13/21 20:47:38 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
17 04/13/21 20:48:43 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
18 04/13/21 20:49:00 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
19 04/13/21 20:49:03 73040100 notice TLV-11 - unrecognized OID;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;
20 04/13/21 20:50:36 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

 

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 591000000 256QAM -4.200 7 37.636
2 579000000 256QAM -3.600 5 37.356
3 585000000 256QAM -3.700 6 37.636
4 279000000 256QAM 0.200 1 38.605
5 597000000 256QAM -4.100 8 37.636
6 603000000 256QAM -4.100 9 37.636
7 609000000 256QAM -4.000 10 37.636
8 615000000 256QAM -4.200 11 37.636
9 621000000 256QAM -4.400 12 37.356
10 633000000 256QAM -4.800 13 37.356
11 639000000 256QAM -5.000 14 37.636
12 645000000 256QAM -5.300 15 37.356
13 651000000 256QAM -5.500 16 37.636
14 657000000 256QAM -5.600 17 37.356
15 663000000 256QAM -5.500 18 37.636
16 669000000 256QAM -5.700 19 37.636
17 675000000 256QAM -5.300 20 37.636
18 681000000 256QAM -5.200 21 37.356
19 687000000 256QAM -4.800 22 37.636
20 693000000 256QAM -5.000 23 37.636
21 699000000 256QAM -4.700 24 37.636
22 705000000 256QAM -4.800 25 37.636
23 711000000 256QAM -4.900 26 37.636
24 717000000 256QAM -4.800 27 37.636
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 25900000 ATDMA - 64QAM 36.500 2 6400000
2 38700000 ATDMA - 64QAM 37.750 4 6400000
3 32300000 ATDMA - 64QAM 36.500 3 6400000
4 21100000 ATDMA - 64QAM 35.250 1 3200000
RogersAndy
Retired Moderator
Retired Moderator
Posts: 568

Re: Intermittent Disconnects CGN3ACSMR

Hey @arayhbs!

 

Welcome to the community!

 

Sorry to hear you're having intermittent service issues. I can appreciate wanting to get to the bottom of this asap. To assist there's just a few additional pieces of info we can use. Can you confirm the following for us?

 

  • Is your modem connected directly to a wall outlet or to a power bar?
  • Your RF signal levels appear to be within spec, have you communicated with tech support to identify the cause of the issue?
  • Have you had a technician visit yet to assist in the resolution?
  • Does this happen at any particular time of the day consistently?

Thanks!

 

@RogersAndy