Intermittent disconnects - CODA-4582U

[OttawaDave1]

I have been experiencing intermittent disconnects of internet service for a few minutes at a time and have replaced the CODA-4582U with no improvement. The modem is is bridged mode and after reading some of the other posts I believe there may be a signal issue. I was able to capture the following info from the DOCSIS Event log today and was hoping someone could interpret and point me in the right direction to resolve the issue.

Thanks for your help. 

**Removed logs due to Community Guideline: Keep personal info private. - RogersZia**

***Edited Labels***

[Datalink]

Ugh, does anyone have keys to the utility room?  Is this a large apartment complex?

[MittensKittens]

Nope, no keys. And all though the landlord has expressed to want to help. He cant take 2 hours of out his day, for a appointment that isnt even at a 'exact' time. I will talk to him and try to figure something out. And no, its a small apartment complex. 3 floors, 2 units a floor, 6 units all together

Yes its kinda BS, but its a reality and I have to deal with it.

[Datalink]

Any chance of getting the keys for at least a temporary period?  Someone on site has to be able to let the techs into the utility room.  I suspect that if you're having issues, there is probably a good chance that other apartment dwellers are having the same problem.  

Interesting question at this point is whether or not Rogers simply picks up the bill for any MDU / CMTS work, or if the building owner is sent a bill for major replacement work, like component replacement?  

[MittensKittens]

No idea. And I know how apartments 'should' work. Ours doesn't, which is a different battle in itself. The word slumlord comes to mind. But once again, different problem. All I can do at this point is see what happens this visit, 2 hours and counting till tech arrives.

[MittensKittens]

WAN page after techs visit = 

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	256QAM	-2.300	7	38.983
2	855000000	256QAM	-11.000	3	33.957
3	861000000	256QAM	-11.200	4	33.957
4	579000000	256QAM	-2.400	5	38.983
5	585000000	256QAM	-1.800	6	38.983
6	849000000	256QAM	-12.200	2	33.063
7	597000000	256QAM	-2.500	8	38.983
8	603000000	256QAM	-2.300	9	38.983
9	609000000	256QAM	-2.200	10	38.983
10	615000000	256QAM	-2.200	11	38.983
11	621000000	256QAM	-2.200	12	38.983
12	633000000	256QAM	-2.400	13	38.983
13	639000000	256QAM	-2.800	14	38.983
14	645000000	256QAM	-2.700	15	38.983
15	651000000	256QAM	-2.600	16	38.983
16	657000000	256QAM	-2.600	17	38.605
17	663000000	256QAM	-2.600	18	38.983
18	669000000	256QAM	-2.600	19	38.983
19	675000000	256QAM	-2.800	20	38.605
20	681000000	256QAM	-2.900	21	38.983
21	687000000	256QAM	-2.700	22	38.983
22	693000000	256QAM	-2.400	23	40.366
23	699000000	256QAM	-2.900	24	38.983
24	705000000	256QAM	-3.700	25	38.983
25	711000000	256QAM	-4.200	26	38.605
26	717000000	256QAM	-4.300	27	38.605
27	723000000	256QAM	-4.300	28	38.605
28	825000000	256QAM	-8.900	29	35.780
29	831000000	256QAM	-9.900	30	35.084
30	837000000	256QAM	-9.500	31	35.084
31	843000000	256QAM	-10.800	32	34.346
32	303000000	256QAM	-0.700	1	38.983

OFDM Downstream Overview

Receiver	FFT type	Subcarr 0 Frequency(MHz)	PLC locked	NCP locked	MDC1 locked	PLC power(dBmv)
0	4K	275600000	YES	YES	YES	-1.400002
1	NA	NA	NO	NO	NO	NA

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	23700000	ATDMA - 64QAM	36.750	5	6400000
2	38596000	ATDMA - 64QAM	40.750	6	3200000
3	30596000	ATDMA - 64QAM	37.000	4	6400000

OFDM/OFDMA Overview

Channel Index	State	lin Digital Att	Digital Att	BW (sc's*fft)	Report Power	Report Power1_6	FFT Size
0	DISABLED	0.5000	0.0000	0.0000	-inf	-1.0000	4K
1	DISABLED	0.5000	0.0000	0.0000	-inf	-1.0000	4K

There are some 'oddity's' with Signal strength on a few channels which were not there before. I even said to the tech 'I thought -10 to +10 was best (0 being perfect)' but he swore the problem was signal to noise issues. He kept saying over and over 'theirs to much signal' something about TX and RX being messed. Either way, everything is working as expected, I will have to wait and see if I disconnect every few hours as it was doing before. In the end I care little for what my 'levels' are, just that it works. Il report back within a day or two on the issue. If I dont report back at all, problems solved, we shall see.

[MittensKittens]

After the techs visit 

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	256QAM	-2.300	7	38.605
2	855000000	256QAM	-11.000	3	33.834
3	861000000	256QAM	-11.200	4	33.957
4	579000000	256QAM	-2.300	5	38.983
5	585000000	256QAM	-1.600	6	38.983
6	849000000	256QAM	-12.100	2	33.063
7	597000000	256QAM	-2.500	8	38.605
8	603000000	256QAM	-2.300	9	38.605
9	609000000	256QAM	-2.100	10	38.983
10	615000000	256QAM	-2.200	11	38.605
11	621000000	256QAM	-2.100	12	38.983
12	633000000	256QAM	-2.400	13	38.983
13	639000000	256QAM	-2.700	14	38.983
14	645000000	256QAM	-2.700	15	38.605
15	651000000	256QAM	-2.700	16	38.983
16	657000000	256QAM	-2.700	17	38.983
17	663000000	256QAM	-2.700	18	38.983
18	669000000	256QAM	-2.600	19	38.983
19	675000000	256QAM	-2.800	20	38.983
20	681000000	256QAM	-2.900	21	38.983
21	687000000	256QAM	-2.600	22	38.983
22	693000000	256QAM	-2.400	23	40.366
23	699000000	256QAM	-2.900	24	38.605
24	705000000	256QAM	-3.700	25	38.983
25	711000000	256QAM	-4.200	26	38.983
26	717000000	256QAM	-4.300	27	38.605
27	723000000	256QAM	-4.300	28	38.605
28	825000000	256QAM	-8.900	29	35.595
29	831000000	256QAM	-9.900	30	35.084
30	837000000	256QAM	-9.500	31	35.595
31	843000000	256QAM	-10.800	32	34.484
32	303000000	256QAM	-0.900	1	38.605

OFDM Downstream Overview

Receiver	FFT type	Subcarr 0 Frequency(MHz)	PLC locked	NCP locked	MDC1 locked	PLC power(dBmv)
0	4K	275600000	YES	YES	YES	-1.400002
1	NA	NA	NO	NO	NO	NA

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	23700000	ATDMA - 64QAM	36.750	5	6400000
2	38596000	ATDMA - 64QAM	40.750	6	3200000
3	30596000	ATDMA - 64QAM	37.000	4	6400000

OFDM/OFDMA Overview

Channel Index	State	lin Digital Att	Digital Att	BW (sc's*fft)	Report Power	Report Power1_6	FFT Size
0	DISABLED	0.5000	0.0000	0.0000	-inf	-1.0000	4K
1	DISABLED	0.5000	0.0000	0.0000	-inf	-1.0000	4K

Said it was a signal/noise issue. RX or TX was messed he said, also kept saying 'there is too much signal'. There are a few channels where the signal strength seems wrong, but its working. I always thought -10 to +10 was best, 0 being perfect. I dont care what my levels are as long as it works, we shall see. Il report back if problems continue.

[MittensKittens]

Happened again. Inet cut out, 3-4min later modem reboots. The only difference was it NEEDED a manual reset to work this time. Unlike before where after a few min the modem would reconnect but have those few channels values defaulted. Now it just didnt  work until reset myself. And once reset all the values seemed correct as normal. My issue is once again not fixed..... I dont know what to do.

[MittensKittens]

Called back, told them the issue is not fixed. Was told this time its a area issue and will be fixed in the next 24-48 hours. That sounds all well and dandy. cept for the fact I have been told this multiple times before. I will get a call/text in a few days from rogers saying its all fixed up. Of course, it never is. So now not only is my issue not fixed. They refuse to send out a Stech until the area issue is fixed. All I can do now is hope it is a area issue and it will be fixed. Just after all the years of experience, I doubt it.

[MittensKittens]

Rogers texted me today. They found no area issue..... 4 hours later, Inet went out again. Called in, phone tech said the whole area looks messed up. So they found no issues in my area but the phone tech claims my whole areas signals are messed up.... ROGERS REFUSES TO FIX THE PROBLEM. They take every out they can, and after 10 years. Im at the same point I was 10 years ago. 

My problem is NOT fixed, Rogers will make excuses about area problems then claim there are no area problems just to get me off the phone. How is this even legal? I have been so screwed around and they just dont care

[RogersAndy]

Hey @MittensKittens!

At this point you've got every right to be upset. Intermittent internet can be incredible disruptive and it certainly does seem like there may be multiple issues compounding to provide you with this disappointing experience :(. We'd be happy to help and identify what's going on with your service, and see it through to resolution. Feel free to send us a PM @CommunityHelps and we'll have the ability to determine next steps. For more information on our Private Messaging system, please click here.

RogersAndy

[MittensKittens]

I have contacted rogers helps on twitter. They tell me to wait until my next appointment...

[Datalink]

@MittensKittens  it would be worth contacting the mods @CommunityHelps.  Hopefully they can dig into the details, determine what the status is of the "area problem" and provide you with answers that you are probably looking for.  If this was a much wider problem which resulted in all of the modems in the area going off line at random times during the day I would expect to see many more complaints in the forum.  Out of curiosity what city and neighbourhood (in general) are you located in?

Did the tech have access to the utility room while he or she was on site?   

[MittensKittens]

Barrie Ont. 

I have been having a back and forth with different rogers reps. Getting frustrated repeating myself, but I get it. So here is a copypaste of what I told them. 

'They have access to all the modems/cable in my apartment, and the tap outside. I am not the landlord and have no access to where the cables enter the building and feed to my unit. I kinda feel this wouldnt matter anyhow. Yes there 'could' be a problem there. But since we have seen area problems, and its not just my unit or building. Seems like fishing for a excuse not to fix the problem. Also, I as the renter have no control over rogers relationship with the buildings owners. If new wiring or something internal to the building was the issue, to ask me to do all the leg work seems like a stretch. If rogers offers services to the building, which they do, then its your job/the landlords job to maintain said relationship, not mine. Once again I feel this is a mute point, as its very obvious the problem is not building related, its tap/under road wiring,node issues. 

I find it somewhat amusing that there is always this back in forth of Rogers themselves from techs on site to on the phone claim area issues. But since digging costs money and time. When I follow up and ask if its fixed, they then claim its a me/building issue. Over the 10 years of living here, Rogers have claimed to need to dig MULTIPLE times. I have yet to see a shovel. I have been told multiple times its a area issue, to then be told nono its just me..... Im just getting sick of this, no one wants to take responsibility for the problem. And in the end, the customer, me, has done more work in teching the problems then Rogers has in the 10 years iv been here.'

Edit: data I ❤️ you and thank you for your help, but lets be real. Look at the rogers customer numbers, then look how active this forum is. Most people are not on here complaining/commenting/asking stuff, nor are most people online/home as much as I am who notice these issues. And even if they were, as iv said, it disconnects then comes back a few minutes later without problem. For your average customer, they wouldnt even think there is a issue. But to act like if it was a widespread problem that my whole neighborhood would be on these forums complaining is a stretch.  People call in/use online chat, they dont frequent the forums... Once again, I thank you for the help, and I am in contact with rogers helps and community helps. Hopefully something comes from it. Im not trying to be rude, its just after 10 years of hearing the exact same things and nothing coming from it, its hard to be nice. And to be fair, I feel after all this time it is totally within my bound to get upset.

[MittensKittens]

Went out 4 times today (Thursday). As normal, came back up minutes later fine and dandy. I sit in a voip server near 24/7 as well as have stream running near constantly, I see the second it goes out.

[ablatt]

Welcome to the Rogers tech support treadmill.   I also have daily disconnects.  Have had senior techs here.  They allude to maintenance issues but nothing gets done.  What area are you in, by the way?

I'm not sure if it's related, but my upload speeds have decreased quite a bit lately.  I'm guessing it's due to noise, congestion or both.  My ping times have increases considerably and often my upload speed goes down to 10 or below.  The senior techs are aware of this.  Perhaps the modem just quits when it can't communicate properly on the upstream?

This has been my experience with Rogers.  Both at work and at home.  They send low-end subcontracted techs to change a piece of cable or splitter to passify you first.  Then if you complain enough a senior tech comes who means well but may also not be able to fix the problem and says maintenance has to get involved.  They may try to tell you you're the only one having the problem when in reality many in your area are.  But usually they're vague even if they know the real problem.

That is where you meet the major roadblock.  If you get lucky maintenance will fix the problem.  But my guess is they work on a cost/benefit basis.  So for example, if congestion or noise is causing the disconnects, they will not get around to fixing it until it suits their budget and schedule.  If not enough people are complaining and the problem is marginal in their eyes, then you wait.

In the meantime, they'll just keep sending techs as if they don't really know what the problem is.  Leaving you right back where you started.

You only have two choices.  Wait it out, or switch providers.

[MittensKittens]

Preaching to the choir baby, im right there with ya. I would switch to bell, but they dont offer FTTH in my area, just to the node. And the normal FTTN is awful in my area and id have to take a major speed downgrade, also, its bell, no one wants bell. Though im hearing good things about FTTH. And due to everyone else simply reselling bell or rogers, it wouldnt matter if I switch to teksavvy or start communications. If I got cable, it would still be rogers lines. So there is no escape for me

[MittensKittens]

Appointment missed. Tech is a no show. No calls, no live updates, no nothing. I like how this is going. Cant fix the problem? Eh we just wont show up... Now I can call in, be told how sorry they are this happened, reschedule. Once again the loop has started again, and im no closer to getting this fixed. The Rogers playbook on how to not own up to a problem. 

[MittensKittens]

Tech showed up 30min late. To be fair, he gave me the answers I was looking for, ITS AREA ISSUES as I thought. Test my modem, test my modem at the jack without the cable, tested modem outside at tap. After the tap test he said, yea this is a area issue, everyones modems in the area have the problem.

So we went from it being a area issue, to being my issue, to being area once again. He said he will dispatched a crew to get it fixed, I sure hope so. I have very little faith even now things will get fixed. All I can do is wait and hope. Im glad its effects more customers then just me, mean it might gets fixed faster. But knowing rogers, knowing very few complaints have been filed about this issue. I expect to get a call/text in 2-3 days claiming there was no problem and nothing will change. So 2 weeks in, and although it seems like im closer to a solution, in my mind, in just as far from a solution as before

[ablatt]

Two disconnects today.  Both times SYNC Timing Synchronization failures were recorded in the Event Log just before. 

The first time my signal went rangy - I was left with 5 DOCSIS 3.0 downstream channels, 0 Upstream Channels and 0 OFDM Channels.  I had to reboot manually.

The second time the modem rebooted on its own.

[kevinspacey]

I have been having the same issues for the past 4 months. 

I have had atleast 5 tech visits, 3 modem replacements but this issue has not been resolved.

I was on  a promotion of 3 months free and the 28$ a month,so thats the only thing keeping me with rogers. However these frequent disconnects are affecting me badly when i work from home.

I think the problem is with these CODA-4582U modems and Rogers cannot switch u to a different modem if u are at 500mbps or 1gbps speed. The worst part is that the modem does not even accurately report the state of ur internet connection. All the lights will be functioning as if u have good internet connection. If u reboot the modem, it will take a good 15 min or many times 30 min to get DHCP connection for ur modem. 

Last time i called i asked for a senior level tech to visit, i was told i would get a call back from the department to schedule a tech visit and i never got a call back after 1 week now.

Instead i get these marketing calls from Rogers trying to upsell me TV and other services. I am not a fool to get TV service running on data connection that barely functions.

Wake up Rogers or u are going to lose customers faster than flies.

[dk23]

I've having similar issues. The modem loses internet connection and has to reconnect, it always takes between 2-4 minutes to reconnect. It happened so far 7 times in the last two hours, the worst I have seen. 

I'm in a large condo building in downtown Toronto, only a few years old. It is hard to believe that this is the service they provide to downtown Toronto. 

I'm going to dig into this forum a bit and see what others have been saying and see if its the exact same as my problem