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Intermittent disconnects - CODA-4582U

OttawaDave1
I've been here awhile

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***

 

238 REPLIES 238

Re: Intermittent disconnects - CODA-4582U

User6825
I've been around
wait what?? I have been struggling with intermittent disconnects daily. I have Ignite Gigabit internet AND a CODA-4582U. There is another modem ??

Re: Intermittent disconnects - CODA-4582U

MD83
I plan to stick around

@User6825 yes, there is another modem. Whether it's an "upgrade" or not is a question for a resident expert. From what I understand, it's a newer modem from a larger company that may have less of a grasp on how to properly use the internal chipset within the modem. Again, I'm no expert.

 

I just got off the phone complaining with Rogers, and they upgraded me to the 1Gbps service for less than what I'm currently paying for 500 down. I definitely don't think this will resolve any of my issues, but I might as well save a few bucks and get a newer modem. The senior service tech is still scheduled to come out at the end of the month to hopefully at least get a handle on what is wrong with my service. Will report back we'll report back at a later date.

Re: Intermittent disconnects - CODA-4582U

aaaaaaaaaab
I've been here awhile

I am having the same issue where during the day the internet disconnects, I was upgraded to gigabit internet but didn't help. The issue only happens during the day and I can see the modem lights go off except the top power one on the CODA modem. After few minutes internet comes back, however disconnects keeps happening randomly after some time.

 

I tried contacting chat support several times where they go through the same standard process of unplugging the modem, connect it directly to the wall outlet instead of a power bar (not sure if this makes any difference). The issue keeps coming back. I asked for the new advanced modem but they will not upgrade my modem.

Re: Intermittent disconnects - CODA-4582U

@aaaaaaaaaab can you log into the modem and:

 

1.  Confirm what Software (firmware) version is currently loaded as indicated on the STATUS page.  That page will be displayed automatically when you log into the modem.  The version will be 2.0.1036T6 or 7.1.1.30

 

2.  Navigate to the STATUS .... DOCSIS WAN tab, and select or highlight the signal level table, from the start of the Downstream Overview line down to the bottom right hand side of the OFDM/OFDMA section at the bottom.  Right click .... Copy.  Then, in a new post, right click .... Paste.  That should paste in the entire table and the result should look like the modem's table.  Ignore the data that resides above the Downstream Overview line as its specific to the modem and shouldn't be posted in an open forum. 

 

3.  Are you connecting to the modem via ethernet or wifi or both? 

Re: Intermittent disconnects - CODA-4582U

aaaaaaaaaab
I've been here awhile

@Datalink thanks for your reply, please see the info below. I am using my modem in a bridge mode with google mesh wifi.

 

1. Software Version 2.0.10.36T6

 

2. 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000256QAM0.500738.983
2849000000256QAM-0.500238.983
3855000000256QAM-1.200338.605
4861000000256QAM-1.800438.983
5579000000256QAM0.300538.983
6585000000256QAM1.100640.366
7279000000256QAM-1.700138.605
8597000000256QAM-0.400838.983
9603000000256QAM0.100938.983
10609000000256QAM0.9001040.366
11615000000256QAM0.4001140.366
12621000000256QAM0.0001238.983
13633000000256QAM1.1001340.366
14639000000256QAM0.8001440.366
15645000000256QAM0.5001540.366
16651000000256QAM0.6001640.366
17657000000256QAM0.5001740.366
18663000000256QAM0.2001840.366
19669000000256QAM-0.1001940.946
20675000000256QAM-0.1002040.366
21681000000256QAM-0.1002140.366
22687000000256QAM-0.2002240.366
23693000000256QAM-0.7002338.983
24699000000256QAM-0.6002440.946
25705000000256QAM-0.1002538.983
26711000000256QAM-0.7002638.983
27717000000256QAM-1.2002738.983
28723000000256QAM-0.9002838.983
29825000000256QAM-0.8002938.983
30831000000256QAM-1.2003038.983
31837000000256QAM-1.2003138.983
32843000000256QAM-0.9003238.983
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES-1.500000
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
136996000ATDMA - 64QAM39.00086400000
222100000ATDMA - 64QAM39.50053200000
330596000ATDMA - 64QAM38.25076400000
425300000ATDMA - 64QAM40.25063200000
OFDM/OFDMA Overview
Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size
0DISABLED0.50000.00000.0000-inf-1.00004K
1DISABLED0.50000.00000.0000-inf-1.00004K

Re: Intermittent disconnects - CODA-4582U

@aaaaaaaaaab your signal data doesn't look too bad.  The downstream DOCSIS 3.0 signal levels and signal to noise ratios are good.  The upstream DOCSIS 3.0 signal levels are well within spec at this point.  Their elevated from the normal 30 to 32 dB level that we see with this modem but their fine.  The fact that their higher than normal would indicate a signal loss or noise issue enroute to the Cable Modem Termination System.  

 

The OFDM channel, which is used for the downstream data is the great unknown as the data presented in the user interface isn't sufficient to determine the health of the OFDM channel.  Tech support has access to the signal level, signal to noise ratio and QAM level, which should be 1024 when the modem is running with sufficient signal level and signal to noise ratio numbers.  

 

Ok, so, I don't expect to see issues with those numbers, however, that's only part of the story.  You could have momentary signal drops occurring which don't show up in the table as they occur too fast.  They might show up in the log, just depends on how long the signal drops are.  

 

Best way to determine this is to run a ping test to the CMTS and look for any packet loss that might be due to cable issues with your external cable and/or its connectors.  To do that run a trace to anywhere via ethernet connected pc or laptop.  Bring up a command box and type in the following command:

 

tracert www.google.ca

 

That should run to completion.  Use the second IP address for a ping test.  The first IP address is the modem, the second is the Cable Modem Termination System (CMTS).  Ok, so ping the second IP address.  First test should be for at least an hour:

 

ping -n 3600 xxx.xxx.xxx.xxx      where xxx.xxx.xxx.xxx is the second hop IP address from the trace

 

That will run for one hour.  To post the results, right click on the top of the command box, select EDIT .... SELECT ALL.  Then right click again and select EDIT .... COPY.  Paste that into a text editor and then copy the bottom results.   Please post that into a post.  Ignore any high time pings that you might see.  That's the result of an internal timing issue that only affects returns from the CMTS.  It doesn't affect any ping times beyond hop #2.  So, although the ping times might vary considerably, the packet loss indication will be accurate.  So thats what we're looking for at the present time.  

 

The path to the CMTS is from your modem to a splitter if you have one, and then out to the local tap that connects you and your immediate neighbours to Rogers Cable system.  The local tap is then connected to the neighbourhood node.  To this point, the connection path, modem to neighbourhood node is all copper unless you happen to be one of the rare customers in a new neighbourhood with fibre to the home (FTTH) service.  From the neighbourhood node to the CMTS is fibre.  If anything is going to go wrong, its usually with the external cable and its connectors that connects your home to the local tap.  There can be issues further upstream but the starting point is a ping test, looking for possible local cable problems.  If that is determined to be ok, then the next step is to look further upstream.  

 

Assuming that you're on a gigabit unlimited plan, I'd run a ping test for 24 hours:

 

ping -n 86400 xxx.xxx.xxx.xxx     where xxx.xxx.xxx.xxx is the second hop IP address from the trace.

 

Ok, so, lets start with a 1 hour test and go from there.  

Re: Intermittent disconnects - CODA-4582U

toolcubed
I'm a senior contributor
Hi everyone. A month or so ago, I started having intermittent connectivity problems. It started with Outlook on my work laptop (took very long to load and connect to exchange, and problems sending email). I also had intermittent problems with MS Teams. Then several times per week, I would lose all internet connectivity and would require me to reboot both the CODA modem and my router to get connectivity back. After some troubleshooting, I found that the issue is related to IPv6! First I disabled IPv6 on my laptop’s network adapter and that fixed my Outlook and MS Teams issues. I continued to have wider intermittent disconnects so a week ago I disabled IPv6 entirely from my router and haven’t had a single issue since. Does anyone know if Rogers has been having problems with IPv6??

Re: Intermittent disconnects - CODA-4582U

@toolcubed  you won't see an official response from Rogers staff, but the anecdotal evidence from other user posts absolutely points to IPV6 issues, most likely CMTS IPV6 configuration problems.  This may or may not be related to whatever Rogers has been up to over the last three months where users are experiencing latency and packet loss.

Re: Intermittent disconnects - CODA-4582U

toolcubed
I'm a senior contributor
Thanks Datalink. I’m just going to keep IPv6 disabled on my router. Any downsides to that? I’m not aware of any sites or services that use only IPv6 but what do I know. Lol.

Re: Intermittent disconnects - CODA-4582U

Cutting out lots Komoka ON

Re: Intermittent disconnects - CODA-4582U

Hello, @Merbinator.

 

Thank you for your post and welcome to Rogers Community Forums! 

 

Intermittent disconnections can be quite bothersome; we'd be happy to help diagnose the issue for you. Would you please expand on the problem? Like you are experiencing the disconnects on the WiFi network or wired. 

 

Also, please log in to your modem, navigate to Status/DOCSIS WAN and post the Downstream, Upstream and OFDM sections.
 
We look forward to hearing from you. 
 
Cheers,
RogersMoin

Re: Intermittent disconnects - CODA-4582U

@aaaaaaaaaab are you making any headway with the internet disconnects problem?

Re: Intermittent disconnects - CODA-4582U

aaaaaaaaaab
I've been here awhile

Hi @Datalink, sorry for the delay but I am still experiencing this issue. It got better but occurring almost daily. Today I experienced the modem rebooting multiple times already every 10 mins. I ran the ping tests as well, the 1 hour one had only 1 packet loss (0%). the 24 hour one had about 100 packets loss (0%). I am not sure if this issue is related to the network traffic in general and the modem reboots as some days it works fine without any issues. It is hard to debug as when they run any test, everything is fine with the signal.

Re: Intermittent disconnects - CODA-4582U

@aaaaaaaaaab if and when you have time, can you log into the modem, navigate to the STATUS .... DOCSIS WAN tab and copy the entire data table, from the Downstream Overview line, all the way to the very bottom of the table.  Select that entire area, right click ..... Copy.  Then in a new post, right click .... Paste.  That should paste in that whole table and it should look like the table in the modem.  Ignore the data that resides above the Downstream Overview line as its specific to the modem and shouldn't be posted in an open forum.  

 

If you can post that data at different times of the day, maybe it will show something unusual.  The only reason for a modem to reboot by itself is a signal loss, so its trying to reconnect to the CMTS, or, possibly the power converter is failing.  

 

Are you using any type of power bar to run your equipment?  If so, completely disconnect the power bar and run everything off of extension cords if necessary.  Disconnect the power bar from the wall socket and connected equipment. 

Re: Intermittent disconnects - CODA-4582U

jacktitus
I've been around

I am experiencing daily disconnects from the internet with the coda-4582u router. i experienced none of these issues prior to upgrading from hitron cgn3. the hitron was in bridge mode to a netgear wireless router and from there to a 24 port wired switch; 0 issues for years. 

 

current set-up more simple trying to avoid buying a new expensive wireless router but that is a moot point to the issue as i doubt it is the routing functions that are causing issues. a tech came out yesterday and gave me a "signal booster" which just gives the same output on all runs. my signal strength is fine and he says the cable tests good to the street, they replaced it one or two years ago so it's practically new. 

 

the issue happens at all hours of the day, packet loss, super high latency, failure to communicate. happens on wired and wireless devices. it has to be the modem or more likely, rogers cannot handle the network load due to covid??????????? regardless this is making the service extremely annoying. trying to work from home it is super inconvenient. does a knowledgeable tech have a solution for me? 

 

all my lines inside the house are RG6 and pulled new by me when I moved in. how do i fix the inconsistency of my service? should i set up the network differently with this new modem? is it worthwhile to go get an expensive router and put the coda in bridge mode?

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000256QAM-1.800738.605
2849000000256QAM-8.100234.926
3855000000256QAM-8.000334.926
4861000000256QAM-8.200434.926
5579000000256QAM-4.200537.356
6585000000256QAM-3.200637.636
7279000000256QAM-2.500137.636
8597000000256QAM-0.500838.983
9603000000256QAM-0.200938.983
10609000000256QAM-1.1001038.605
11615000000256QAM-2.1001138.983
12621000000256QAM-3.3001237.636
13633000000256QAM-4.8001337.356
14639000000256QAM-5.9001436.387
15645000000256QAM-5.7001536.610
16651000000256QAM-5.2001637.356
17657000000256QAM-5.0001737.356
18663000000256QAM-4.8001837.636
19669000000256QAM-3.8001937.636
20675000000256QAM-2.0002038.605
21681000000256QAM-1.1002138.983
22687000000256QAM-1.6002238.605
23693000000256QAM-1.6002338.983
24699000000256QAM-2.8002438.605
25705000000256QAM-4.2002537.636
26711000000256QAM-5.1002637.636
27717000000256QAM-5.9002736.387
28723000000256QAM-6.7002835.780
29825000000256QAM-9.2002933.957
30831000000256QAM-4.8003036.387
31837000000256QAM-3.2003137.356
32843000000256QAM-6.2003235.595

 

OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES-1.400002
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
136996000ATDMA - 64QAM37.50046400000
222100000ATDMA - 64QAM37.50013200000
330596000ATDMA - 64QAM36.25036400000
425300000ATDMA - 64QAM38.25023200000
OFDM/OFDMA Overview
Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size
0DISABLED0.50000.00000.0000-inf-1.00004K
1DISABLED0.50000.00000.0000-inf-1.00004K

 

DOCSIS Logs

The DOCSIS event logs is shown here

edit* getting lots of MIMO Event MIMO warnings, No Ranging Response received T3 time-out, SYNC Timing Synchronization failure - Loss of Sync, Lost MDD Timeout, Received Response to Broadcast Maintenance Request But no Unicast Maintenance opportunities received

 
(Log removed for privacy reasons, please edit out CM-MAC address to post again. - RogersMoin)
 
 

Re: Intermittent disconnects - CODA-4582U

Bamba
I plan to stick around

Hi Datalink,

 

Thank you for helping us! Here is my "share", I am having similar issues and I had Rogers trying to fix it remotely. They were clearly seeing my modem while I was having issues, "@" was flashing but Rogers nevertheless were able to see modem, check logs, restart it, etc.; I had visit of technician who did minor changes (disconnected TV) and tested signal levels but it didn't help.

 

Interestingly, when "@" is flashing I cannot even connect locally to modem via 192.168.0.1! Definitely something like IPv6 so I reset all settings and disabled IPv6 today in a hope it will fix the issues. It cannot be explained by "noise", "bad coaxial cable" if I cannot even connect by Ethernet to it.

 

Here is my share:

 

 

Hardware Version1A
Software Version2.0.10.36T6
 
Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000256QAM2.000740.946
2849000000256QAM0.700238.983
3855000000256QAM0.500338.983
4861000000256QAM0.200438.983
5579000000256QAM1.700540.366
6585000000256QAM1.700640.946
7279000000256QAM0.000140.366
8597000000256QAM1.900840.366
9603000000256QAM2.300940.366
10609000000256QAM2.3001040.946
11615000000256QAM2.2001140.366
12621000000256QAM2.3001240.366
13633000000256QAM2.6001340.366
14639000000256QAM2.7001440.366
15645000000256QAM2.6001540.366
16651000000256QAM2.7001640.366
17657000000256QAM2.7001740.366
18663000000256QAM2.7001840.366
19669000000256QAM2.6001940.366
20675000000256QAM2.7002040.366
21681000000256QAM2.9002140.946
22687000000256QAM2.7002240.366
23693000000256QAM2.5002340.366
24699000000256QAM2.2002440.366
25705000000256QAM1.8002540.366
26711000000256QAM1.5002640.366
27717000000256QAM1.4002740.366
28723000000256QAM1.6002840.366
29825000000256QAM0.8002938.983
30831000000256QAM0.7003040.366
31837000000256QAM0.8003138.605
32843000000256QAM0.6003240.946
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES0.799999
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
136996000ATDMA - 64QAM53.75046400000
OFDM/OFDMA Overview
Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size
0DISABLED0.50000.00000.0000-inf-1.00004K
1DISABLED0.50000.00000.0000-inf-1.00004K

Re: Intermittent disconnects - CODA-4582U

Datalink
Resident Expert
Resident Expert

@Bamba can you log into your modem and check the Upstream Overview again.  You only posted 1 upstream channel.  Is that really the current situation?  You should have three or four upstream channels running.  Running a single channel, your modem is essentially in a survival mode, able to only maintain minimum communications with the Cable Modem Termination System (CMTS) which provides data services to, and control over its connected modems.  

 

Single channel ops will result in very slow data rates.  There is some issue with your external cabling and / or connectors.  You also have a wide disparity between the downstream and upstream channels.  The downstream channels look ok, the upstream channels are beyond failure.  That's really odd.

 

If you've already called tech support, then the Customer Service Rep did not look at all of the data, or ignored it, pushing this off to the next Customer Service Rep to solve.  Hopefully what goes around comes around, so they say.  

 

Ok, call tech support.  Advise the CSR that you only have one upstream channel running and ask him or her to run a signal check on the modem.  If you only have one upstream channel it should fail automatically.  That should result in a conversation to get a field tech out to your home at your convenience.   If the tech say, "all is good" he or she is not being honest with you.  In that case, ask to speak with a supervisor.  If that still doesn't work, please let us know as it will be time to get the moderators @CommunityHelps involved.  That should not be necessary, but .......

 

 

Edit:  if the CSR asks you to reboot the modem and declares victory after the upstream channels return following the reboot, call him or her out on this one.  A reboot will produce that effect, but, it won't solve the underlying problem with the external cable and/or connectors.  You'll be back down to single channel ops fairly soon.  All this tactic does is push the situation off to the next CSR to solve.  You need a field tech to check the cable and connectors and replace them if required.  

Re: Intermittent disconnects - CODA-4582U

Bamba
I plan to stick around

Yes, I have single Upstream channel; I didn't know that. But test via "fast.com" shows right now 270Mbps (usually it shows 310Mbps)

 

 

Re: Intermittent disconnects - CODA-4582U

Bamba
I plan to stick around

@Datalink I rebooted modem and still see one channel only, ID: 4

 

Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
136996000ATDMA - 64QAM53.75046400000
 

Re: Intermittent disconnects - CODA-4582U

Datalink
Resident Expert
Resident Expert

@Bamba  ok, in this case you have a definite problem.  Call tech support and start the process when you're ready.  In this case, you can also tell the CSR that you've already done a modem reboot and still only have one upstream channel after the reboot.  Time for a field tech to visit. 

 

For this modem, you should have three or four upstream channels running around 30 to 32 dBmV for upstream power levels.  The normal DOCSIS limit for three or four upstream channels, max power is 51 dBmV.  Rogers uses 52 dBmV for some reason.  By then I expect to see the modem shut down channels so that it can use the total output power across fewer channels.  Thats done to maintain comms with the CMTS.  When you're at that point, you need a tech.  

 

There is a DOCSIS power limit extension up to 63 (?) dBmV, but I've never seen it used with Rogers.

 

As the external cable and connectors age, the signal losses thru both of the increase.  Their never perfect to start with and they just get worse over time.  As that occurs, usually the downstream levels drop and the modem pushes up the upstream power levels to maintain comms with the CMTS.  When the modem hits the maximum output power for the upstream channels, and that isn't sufficient, then the modem will start to drop upstream channels, one by one, using the total output power across the remaining channels.  The data throughput, up and down, will drop with each upstream channel drop. 

Re: Intermittent disconnects - CODA-4582U

Bamba
I plan to stick around

@Datalink 

 

So I called for tech support; technician was already here (in house) 1.5 months ago. This time they will check external cables. 

 

But I decided to try my best too:

- connected modem directly to the wall power outlet (instead of fuse protector)

- replaced some cables, disconnected TV and Phone

- last time technician provided 2-way splitter (since I don't watch TV); but since I still had issues I replaced it back to 3-way splitter (TV+Phone+Modem)

 

And now I have 4 channels, via 2-way splitter and Modem only connection; I'll connect Phone later to see if it has any impact:

 

 

OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES1.000000
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
136996000ATDMA - 64QAM45.50046400000
222100000ATDMA - 64QAM49.00013200000
330596000ATDMA - 64QAM45.25036400000
425300000ATDMA - 64QAM49.00023200000
 
 
I'll reconnect phone to see if it has any impact