Intermittent Disconnects CGN3ACSMR

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I'm Here A Lot
Posts: 5

Intermittent Disconnects CGN3ACSMR

Hi -- I recently signed up for an ignite 250mpbs internet package after being with TekSavvy for years. I am experiencing intermittment disconnects -- usually once a day in the evenings, and they are usually resolved with a modem reboot. The DOCSIS log fills with "No Ranging Response received - T3." Other then these outages, the service seems to run well and I am getting farily consistent 250mpbs speed. The signal levels seem fine when it's working, but I have yet to caputre some when it goes down. 

 

I live in a house, downtown toronto. 100+ years old, mess of wires and cables running from poles in the backyards of the street. Based on reading here it looks like this could be a cabling issue? Any advice in the steps needed to get a ticket and/or tech out if necessary? My attempt at rogers support just has techs telling me to reboot the modem. 

 

Any advice apprecited -- thanks! 

 

 

 

 

Solved! Go to Solution.
Resident Expert
Resident Expert
Posts: 5,813

Re: Intermittent Disconnects CGN3ACSMR

Can you log into the modem, navigate to the DOCSIS WAN page, copy the downstream and upstream tables and paste them into a thread.  Just the tables, and none of the data above the downstream table which includes the MAC Address.  The copy and paste process will paste in the text contents into the post.  Those are the downstream and upstream signal levels which will be of interest at the present time.



I'm Here A Lot
Posts: 5

Re: Intermittent Disconnects CGN3ACSMR

Thanks. Here's what it looks like now (net working fine). I will try and grab one the next time the connection drops. 

 

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 633000000 256QAM -7.200 37 38.605
2 621000000 256QAM -5.600 36 38.983
3 639000000 256QAM -7.100 38 38.605
4 645000000 256QAM -6.400 39 38.983
5 651000000 256QAM -6.700 40 37.356
6 657000000 256QAM -8.300 41 37.356
7 663000000 256QAM -8.500 42 37.356
8 669000000 256QAM -7.400 43 37.636
9 675000000 256QAM -7.100 44 38.605
10 681000000 256QAM -7.100 45 38.983
11 687000000 256QAM -8.000 46 37.636
12 693000000 256QAM -7.400 47 38.605
13 699000000 256QAM -5.800 48 38.983
14 705000000 256QAM -6.700 49 38.983
15 711000000 256QAM -8.000 50 37.636
16 717000000 256QAM -8.500 51 37.636
17 723000000 256QAM -7.900 52 38.605
18 825000000 256QAM -10.800 53 37.636
19 831000000 256QAM -11.700 54 36.387
20 837000000 256QAM -12.400 55 36.387
21 843000000 256QAM -11.900 56 36.387
22 849000000 256QAM -11.400 57 36.387
23 855000000 256QAM -13.000 58 35.780
24 861000000 256QAM -13.300 59 35.084
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID BandWidth
1 38596000 ATDMA - 64QAM 52.500 6 3200000
2 30596000 ATDMA - 64QAM 52.250 4 6400000
3 10000154 ATDMA - 64QAM 50.250 --- 6400000
Resident Expert
Resident Expert
Posts: 5,813

Re: Intermittent Disconnects CGN3ACSMR

@jerkbag you have serious signal issues on the go.  Call tech support and advise the CSR that you have signal levels on the downstream side that are below -10 dBmV and that you only have two upstream channels running instead of three.  Ask the CSR to run a signal check on the modem.  That check should fail automatically and the next discussion should be about getting a tech to your home at your convenience.  

 

If you have any problems with tech support, please let us know.  This should be a straight forward conversation: Bad signal levels ---  need tech.  End of discussion.

 

Please let us know what occurs.



I'm Here A Lot
Posts: 5

Re: Intermittent Disconnects CGN3ACSMR

Thanks for you help -- I guess I can't read those signal levels as well as I thought I could Smiley Happy

 

I called Rogers just now and they did a test and are sending out a tech.

 

Thanks!

 

I'm Here A Lot
Posts: 5

Re: Intermittent Disconnects CGN3ACSMR

Update -- tech came by today, and traced the problem to an ancient looking rusty splitter inside the locked rogers box outside the house. There was a strong signal coming into the box, and removing the splitter put everything in back in spec. 

 

Thanks for the help here, and to rogers for a quick solution!

 

Resident Expert
Resident Expert
Posts: 5,813

Re: Intermittent Disconnects CGN3ACSMR

Can you post the signal levels again so we can see the current result?



I'm Here A Lot
Posts: 5

Re: Intermittent Disconnects CGN3ACSMR

sure -- new and improved below

 

Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 621000000 256QAM -2.300 36 40.366
2 615000000 256QAM -2.100 35 38.605
3 633000000 256QAM -3.900 37 38.605
4 639000000 256QAM -3.500 38 38.605
5 651000000 256QAM -3.500 40 37.636
6 657000000 256QAM -4.700 41 37.356
7 663000000 256QAM -4.400 42 37.636
8 669000000 256QAM -3.700 43 38.605
9 675000000 256QAM -3.800 44 38.605
10 681000000 256QAM -3.400 45 38.983
11 687000000 256QAM -3.900 46 38.605
12 693000000 256QAM -3.500 47 38.605
13 699000000 256QAM -2.200 48 40.366
14 705000000 256QAM -3.000 49 38.983
15 711000000 256QAM -3.900 50 38.605
16 717000000 256QAM -4.500 51 38.983
17 723000000 256QAM -3.900 52 38.605
18 825000000 256QAM -6.800 53 38.605
19 831000000 256QAM -7.000 54 37.636
20 837000000 256QAM -7.800 55 37.636
21 843000000 256QAM -6.800 56 37.636
22 849000000 256QAM -7.200 57 37.356
23 855000000 256QAM -8.300 58 37.356
24 861000000 256QAM -8.500 59 37.356
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID BandWidth
1 30596000 ATDMA - 64QAM 36.500 4 6400000
2 38595824 ATDMA - 64QAM 36.500 6 3200000
3 23700000 ATDMA - 64QAM 36.500 5 6400000
I Plan to Stick Around
Posts: 10

Re: Intermittent Disconnects CGN3ACSMR

Rogers CGN3ACSMR - wifi constantly dropping

 

About a day or two ago I noticed my WiFi has been constantly dropping. Ethernet is fine. I've tried rebooting the modem countless times but the issue reappears after a few minutes. I've also done a factory reset, but the issue reappeared after a bit. I am not in bridge mode.

 

Some information:

 

Downstream/upstream stats: 

 

 

 

 

 

Any idea what may be causing this? I first noticed it around Thursday night.

 

Thanks.

Resident Expert
Resident Expert
Posts: 5,813

Re: Intermittent Disconnects CGN3ACSMR

@illiterate can you delete the System Information block please.  Its not a good security practice to leave MAC addresses and IP addresses exposed in an open forum.  The signal levels can remain. 

 

For the wifi, this might be caused by anything, but, I would suspect that a neighbor may have set up a new modem or router which is competing with your modem for a clear wifi channel.  So, can you check/set the following 2.4 Ghz wifi parameters:

 

Wireless Mode:  802.11 n

Channel Bandwidth:  20/40 Mhz, although, for test purposes you could set this to 20 Mhz.  In a crowded wifi environment, I would set this for 20 Mhz.  It would most likely default down to 20 Mhz anyway.

Wireless channel:  AUTO or, to an open channel if one existed, or to the channel that offers the least interference from neighboring routers and modems

WPS Enabled:  OFF

Security Mode:  WPA-Personal

Auth Mode:  WPA2-PSK

Encrypt Mode:  AES only

 

Save the setting and ensure that the Encrypt Mode stays on AES only.  If it changes on its own to TKIP/AES, change it back to AES only and save the setting again.  TKIP is no longer secure and will cause the wifi data rates to cap at 54 Mb/s which is the 802.11g rate.

 

Check/set the following 5 Ghz wifi parameters:

 

Wireless Mode:  802.11 a/n/ac mixed

Channel Bandwidth:  80 Mhz, although, for test puposes you could set this to 40 Mhz.  I would revert back to 80 Mhz after running a 40 Mhz test.

Wireless channel:  149 to 161

WPS Enabled:  OFF

Security Mode:  WPA-Personal

Auth Mode:  WPA2-PSK

Encrypt Mode:  AES only

 

Once again, save the setting and ensure that the Encrypt Mode stays on AES only.  If it changes on its own to TKIP/AES, change it back to AES only and save the setting again.  

 

Reboot the modem if you had to make any changes, ADMIN ..... DEVICE RESET .... Reboot.

 

 

Next look at your wifi environment using one of the following applications:

 

http://www.techspot.com/downloads/5936-inssider.html

 

https://www.acrylicwifi.com/en/wlan-software/wlan-scanner-acrylic-wifi-free/

 

http://www.nirsoft.net/utils/wifi_information_view.html

 

Or,

 

For IOS

 

https://itunes.apple.com/us/app/network-analyzer-lite-wifi/id562315041?mt=8

 

For Android

 

https://play.google.com/store/apps/details?id=com.farproc.wifi.analyzer&hl=en

 

In the modem itself, if you have a CODA-4582, there is a wifi Site Survey under ADMIN .... DIAGNOSTICS.  Since it uses all three of the 2.4 Ghz antenna and all four of the 5 Ghz antenna, its fairly sensitive compared to a laptop or phone.  The user interface isn't great, but, you can copy all of the data in one go and dump it into something like MS Excel, where you can sort it any way you want.

 

 

My personal choice is InSSIDer.  That's the last freebie version of inSSIDer and at this point in time is getting a little old.  Its fine for 2.4 Ghz application and does work for 802.11n 5 Ghz networks.  It does display 802.11ac networks but not as well as it should.  This has become a licenced application now for $20 US and works very well for both frequency bands, 2.4 and 5 Ghz.  

 

The other applications are fine for 802.11ac.  Acrylic is graphical, WifiInfoView is text only.  

 

 

What you want to do is determine what channels in the 2.4 Ghz band offer the least number of users, and in the 5 Ghz band, what channels in the 149 to 165 range are occupied and if so, which offers the least competition in terms of occupancy or signal level for any given channel.  If you can find a channel or channel range in that group that is not occupied, that will be the best choice.  

 

Ok, have a look at the wifi settings and at the number of users in the 2.4 and 5 Ghz bands and see if your able to find a better channel to use for your own wifi network. 



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