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Intermittent Disconnects CGN3ACSMR

jerkbag
I'm here a lot

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! 

 

 

 

 

40 REPLIES 40

Re: Intermittent Disconnects CGN3ACSMR

Datalink
Resident Expert
Resident Expert

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.

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

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.

Re: Intermittent Disconnects CGN3ACSMR

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

 

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

 

Thanks!

 

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!

 

Re: Intermittent Disconnects CGN3ACSMR

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

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

Re: Intermittent Disconnects CGN3ACSMR

illiterate
I plan to stick around

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.

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. 

Re: Intermittent Disconnects CGN3ACSMR

illiterate
I plan to stick around
Welp. Good idea. Completely forgot that.

Should be gone now.

Re: Intermittent Disconnects CGN3ACSMR

Thank you  🙂

 

Your cable signal levels and signal to noise ratios are fine.  I wouldn't expect to see any issues with those levels unless there are very fast transient conditions occurring which those tables won't show.  Based on your comments I suspect that this is only a wifi issue, so, a little fine tuning and examining the wifi environment might resolve the problems.  

Re: Intermittent Disconnects CGN3ACSMR

illiterate
I plan to stick around

Where do you want to start 😄

Re: Intermittent Disconnects CGN3ACSMR

First thing to do is to review the wifi encryption settings.  Set those as indicated, or simply check to see if you already have those set as indicated.  Reboot the modem if you do have to change anything.  

 

After that, consider downloading and installing InSSIDer.  Have a look to see who else you're competing with for clear channels and adjust your wifi channels if necessary.  You might come to the conclusion that there is no good "clear" channel range.  Thats the situation that I'm in, competing both of my immediate neighbors for the upper 5 Ghz channels, 149 to 161.  Despite the fact that we're all in that channel space, the wifi rate is still faster than running at the lower channel 36 range where there is less competition.  Thats due to the fact that the upper 5 Ghz channels can run at 1 watt, versus the 50 or 200 milli-watt limits on the lower channel range.  That limit depends on when the device was approved by Industry Canada.   Increased power levels in the upper range translate to increased signal levels and better signal to noise ratios.  

Re: Intermittent Disconnects CGN3ACSMR

illiterate
I plan to stick around

For the WiFi encryption settings, am I missing something? You mentioned to set them as indicated but I don't see what you've indicated. Thanks!

Re: Intermittent Disconnects CGN3ACSMR

Ok, log into the modem and navigate to WIRELESS....BASIC SETTINGS....2.4G to start.  Each of those user selectable items, Wireless mode, Channel Bandwidth, Wireless Channel, etc, etc, have more than one selection available on the right hand side of the indicated item.  Go thru those settings, and match the selectable items in the modem drop down menu items to what I have indicated in my previous post.  That will ensure that the modem is operating with the highest level of encryption which can affect the data rate if not selected properly, and that the bandwidth is set to an appropriate setting.  

 

As an example, the Wireless Mode has more than one selection available.  My personal recommendation is to set that for:  802.11 n  unless you happen to know that you have old 802.11b or g  devices that you still happen to use, in which case you would choose a mixed mode, b/g/n.   

 

When that page is complete, save the changes and switch to the 5G tab and repeat the process.  Save the changes.  

 

If your settings for each item are already set as I have indicated in that list, thats good news.  If you go from using TKIP to AES, thats even better news.  

 

So, it should be a fairly simple process to check each user selectable item against the list that I provided.  

Re: Intermittent Disconnects CGN3ACSMR

illiterate
I plan to stick around

Appreciate your help. I'll go through these once I get the chance and let you know of the outcome. Probably by tomorrow afternoon.

Re: Intermittent Disconnects CGN3ACSMR

🙂  no problem.  It might only take a couple of minutes to scan through those settings when you're logged into the modem and looking at the 2.4 and 5G tabs.  If they're set to a different value, change the selection to what I have indicated.  To set the channels to something that would be productive, you would need to have inSSIDer loaded on a laptop and have the application up and running so that you know which channels are crowded with users and which are open or less crowded.  Won't know until you have the application running.  The display is pretty straight forward to understand, shows 2.4 GHz band on the lower left, 5 Ghz band on the lower right, with all of the networks that the laptop can detect from nearby modems and routers displayed in the appropriate area.  You might be surprised by the number of users nearby if you've never looked at it before. 

Re: Intermittent Disconnects CGN3ACSMR

Hello - I have a similar problem where my internet connection drops and then reconnects. The re connection usually happens within a minute. However, the drops are quite frequent ranging from 10-25 per day making it a frustrating browsing experience. What could be wrong with my connection?

Re: Intermittent Disconnects CGN3ACSMR

@maildc16, drops for wifi, wired or both?

 

Can you log into the modem, navigate to the STATUS  .... DOCSIS WAN tab, copy the signal level table, from the "Downstream Overview" all the way to the bottom and paste that into a post.  The copy and paste process will paste in the text contents of the table.  

Re: Intermittent Disconnects CGN3ACSMR

@Datalink : Thank you for the prompt response. 

The connection drops for both wifi and wired.

Just to give you some background on this  : Unlike sites like Youtube where the content is buffered and therefore will usually not indicate that there has been a connection drop unless it is for an extended period,I have a corporate VPN that I connect to when working from home and that disconnects (and then tries to reconnect) as soon as the drop happens even if for a very brief period. Therefore I am usually aware when the drop happens (which is happening quite often now), which otherwise would have been very easy to miss given the very short duration of the outages.

 

Update : Web support asked me to change the modem. I am not convinced this a modem issue but I am not an expert either so will look forward to your expert advice

 

Here are the signal levels :

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000256QAM1.000740.366
2579000000256QAM1.000540.946
3585000000256QAM1.000640.366
4303000000256QAM0.200140.366
5597000000256QAM1.000840.366
6603000000256QAM1.100940.946
7609000000256QAM1.3001040.366
8615000000256QAM0.7001140.366
9621000000256QAM0.5001240.366
10633000000256QAM0.3001338.983
11639000000256QAM0.6001438.983
12645000000256QAM0.4001538.983
13651000000256QAM0.1001638.983
14657000000256QAM0.0001738.983
15663000000256QAM-0.4001838.983
16669000000256QAM-0.4001938.983
17675000000256QAM-0.5002038.605
18681000000256QAM-0.9002138.605
19687000000256QAM-0.6002238.983
20693000000256QAM-0.4002338.983
21699000000256QAM0.0002438.605
22705000000256QAM0.1002538.983
23711000000256QAM0.2002638.605
24717000000256QAM0.1002738.605
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
123700000ATDMA - 64QAM42.75026400000
238596000ATDMA - 64QAM44.25033200000
330596000ATDMA - 64QAM43.25016400000
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