Intermittent disconnects - CODA-4582U

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bstotes
I've Been Here Awhile
Posts: 3

Re: Intermittent disconnects - CODA-4582U

I've been having ongoing issues with disconnects for far too long.  Usually they are only for a few seconds, but still, if I can't even listen to streaming music, I am not going to sign up for ignite TV.

 

Twice I called in, and I'm sure I got the same tech support person both times.  She told me the problem was my service level - I have a 75Gb plan, and that's only enough to support 3-5 devices, or some such.  I would have to upgrade.  Yeah, I've got a lot of devices - 5 sonos, 3 printers, 2 PC's, 2 smart TVs, Android Box, smart lights, switches, tablets, phones, etc.  But IMO, the number of devices on my side of the gateway shouldn't be affected by the size of the broadband pipe from the street.

 

I finally got her to authorize a new CODA - the shielded version.  Received the package today - got the old CGM Rocket modem instead.  From what I've read, it is a far lesser device, and I had one already and had problems with it before getting the CODA.

 

My current promo pricing is up in June - maybe it's time to make a change.

RogersAndy
Moderator
Moderator
Posts: 566

Re: Intermittent disconnects - CODA-4582U

Hey @paheerone!

 

Thank you so much for providing the requested information! Looks like we'll need to dig a bit deeper to find out what's causing this. At your convenience please reach out to us @CommunityHelps via PM. For more information on our PM system you can check out our blog. Looking forward to getting to the bottom of this for you!

 

 

Hey @bstotes!

 

Welcome to the community!

 

Sorry to hear you've had such a negative experience with your service! I'd be happy to assist in identifying what's causing the interruptions for you. Would you be able to confirm the information requested in my previous post here? This will give me a better overall understanding of the situation at hand.

 

Regarding the information provided that the 75Mbps is ideal for 3-4 devices, it is important to note that as a baseline, 4K streaming on a singular device requires a minimum of 25Mbps. In addition to this, the modem has to communicate with all devices on the wireless network one at a time. Thus each device is vying for throughput and to have their requests actioned next, this can cause delays or disconnects if throughput becomes limited by being spread too thin across all devices. This is a common occurrence in households with several connected devices that may exceed the recommendations for a given plan. As technology improves the requirements for speed within the home change with it so we do our best to ensure we offer a wide enough array of packages to suit everyone's needs, not just for now but for the future as well. I hope this helps to clarify but definitely let me know if you have any other questions. 

 

As to whether or not you "should" change your plan, that's not something I can advise without reviewing your entire home network. 

 

@RogersAndy

bstotes
I've Been Here Awhile
Posts: 3

Re: Intermittent disconnects - CODA-4582U

@ RogersAndy

 

That would be understandable if I was doing 4K streaming.  But when the only thing of substance that I've got going on is streaming spotify to a single Sonos speaker, or reading news or FB on my tablet and I keep losing the connection, it's not a bandwidth issue.  Yes, I've got multiple devices connected, and some of them (phone, tablet, Smart TV) may be using background data, but I don't see how I could be using 75Mb/s.

 

RogersCorey
Moderator
Moderator
Posts: 1,441

Re: Intermittent disconnects - CODA-4582U

Good morning @bstotes!

 

75Mb/s of bandwidth can be used up by that many devices without 4K streaming being involved.

 

Let's review your home network together. I do suspect this issue is a lack of bandwidth for your needs but let's take a closer look so we can be 100% certain.

 

Please PM us @CommunityHelps so that I can take a closer look. If you're not familiar with our PMing process, you can find instructions here.

 

Regards,

RogersCorey

Chelsea_2020
I've Been Here Awhile
Posts: 4

Re: Intermittent disconnects - CODA-4582U

Hello, recently I've been experiencing lots of packet loss/ping timeouts. 

I've swapped the modem with my last discussion with Tech Support, but situation remains.

 

I'm wondering if it could be a cable/connector issue.  I've the following for signal report, could anyone confirm if this looks ok or shows problems?

 

 
Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 597000000 256QAM 2.300 8 38.983
2 849000000 256QAM 4.900 2 38.983
3 855000000 256QAM 4.100 3 38.983
4 861000000 256QAM 3.100 4 38.983
5 579000000 256QAM 2.300 5 38.983
6 585000000 256QAM 2.600 6 38.983
7 591000000 256QAM 2.500 7 38.983
8 279000000 256QAM 1.800 1 40.946
9 603000000 256QAM 2.000 9 38.983
10 609000000 256QAM 2.100 10 38.605
11 615000000 256QAM 2.300 11 38.983
12 621000000 256QAM 2.900 12 38.983
13 633000000 256QAM 3.100 13 40.946
14 639000000 256QAM 3.000 14 38.605
15 645000000 256QAM 2.900 15 38.983
16 651000000 256QAM 2.800 16 38.983
17 657000000 256QAM 3.000 17 38.983
18 663000000 256QAM 3.200 18 38.983
19 669000000 256QAM 4.100 19 38.983
20 675000000 256QAM 4.500 20 38.983
21 681000000 256QAM 4.300 21 40.366
22 687000000 256QAM 4.000 22 38.983
23 693000000 256QAM 3.600 23 38.983
24 699000000 256QAM 3.600 24 38.983
25 705000000 256QAM 3.700 25 38.605
26 711000000 256QAM 4.100 26 38.983
27 717000000 256QAM 4.300 27 40.366
28 723000000 256QAM 4.200 28 38.983
29 825000000 256QAM 5.700 29 40.366
30 831000000 256QAM 5.200 30 38.983
31 837000000 256QAM 5.400 31 38.983
32 843000000 256QAM 5.000 32 38.605
OFDM Downstream Overview
Receiver FFT type Subcarr 0 Frequency(MHz) PLC locked NCP locked MDC1 locked PLC power(dBmv)
0 NA NA NO NO NO NA
1 4K 275600000 YES YES YES 1.400002
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 30596000 ATDMA - 64QAM 38.500 7 6400000
2 36996000 ATDMA - 64QAM 38.750 8 6400000
3 22100000 ATDMA - 64QAM 39.250 5 3200000
4 25300000 ATDMA - 64QAM 40.500 6 3200000
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
RogersAndy
Moderator
Moderator
Posts: 566

Re: Intermittent disconnects - CODA-4582U

Hey @Chelsea_2020!

 

Packet loss can be incredibly difficult to deal with, and more so to troubleshoot :(. I'll be happy to assist though in getting to the bottom of this for you. I do want to clarify though that under no circumstance would exchanging a modem resolve an issue with packet loss. If the modem itself can still POST, and there's no physical damage, the likelihood of it needing a replacement is incredibly low. I'm terribly sorry that you were inappropriately advised as such. 

 

Thank you for providing your signal levels as this definitely helps to rule out an RF level issue to your modem. Forward/Return/SNR levels are within the acceptable range so we'll need to dig a bit deeper. Next step to assist in tracking down the cause of the issue would be a ping test and traceroute. Would you mind providing me with a traceroute and a ping test to google.com using a wired connection to your modem? (Please ensure that no 3rd party devices are connected such as a router/switch).

 

To run traceroute on Windows:
 

1. Open the command prompt. Go to Start > Run > Type: cmd > Hit Enter

2. In the newly opened command prompt window, type: tracert www.google.com

3. You may have to wait up to a minute or more for the test to complete

4. Once completed highlight the results with your mouse then ctrl+c on your keyboard to copy

5. Provide the complete results (every line) here for analysis

 

Performing a Traceroute in Mac OS X

 

1. Launch Network Utility (Search Network Utility in Spotlight and choose the first option)

2. Click the Traceroute option in the top menu

3. Enter the network address to trace an internet route to: www.google.com

4. Click Trace at the bottom right

5. Select the results in the window below, and then right-click and select Copy or press COMMAND+C to copy the text

6. Provide the complete results (every line) here for analysis

 

To perform a Ping test on Windows:
 

1. Open the command prompt. Go to Start > Run > Type: cmd > Hit Enter

2. In the newly opened command prompt window, type: ping -n 50 www.google.com

3. You may have to wait up to a minute or more for the test to complete

4. Once completed highlight the Ping Statistics results at the bottom with your mouse then ctrl+c on your keyboard to copy

5. Provide the Ping Statistics results (bottom 4 lines) here for analysis

 

Performing a Ping test in Mac OS X

 

1. Launch Network Utility (Search Network Utility in Spotlight and choose the first option)

2. Click the Ping option in the top menu

3. Enter the network address to ping: www.google.com

4. Select and enter: Send only "50" pings 

5. Click Ping at the bottom right

6. Select the Ping Statistics results at the bottom of the window below, and then right-click and select Copy or press COMMAND+C to copy the text.

7. Provide the Ping Statistics results (bottom 3 lines) here for analysis.

 

 

Thanks so much, once the results are provided here for community viewing and review, feel free to send us a PM @CommunityHelps! We can then do more in depth account specific, troubleshooting with you. I'm looking forward to getting to the bottom of this with you soon. For more information on our PM system you can review our blog.

 

@RogersAndy

Chelsea_2020
I've Been Here Awhile
Posts: 4

Re: Intermittent disconnects - CODA-4582U

Sure here's 6 consecutive tracert to google.ca.

 

Tracing route to www.google.ca [2607:f8b0:400b:80f::2003]
over a maximum of 30 hops:

1 7 ms 3 ms 4 ms 2607:fea8:4f1f:feaf:6a8f:2eff:fec4:cf2
2 12 ms 22 ms 203 ms 2607:f798:804:9c::1
3 18 ms 16 ms 12 ms 2607:f798:10:10c2:0:241:5615:8005
4 15 ms 13 ms 11 ms 2607:f798:10:10e1:0:690:6324:9086
5 21 ms 16 ms 21 ms 2607:f798:10:293::2
6 20 ms 11 ms 21 ms 2001:4860:1:1:0:32c:0:8
7 12 ms 22 ms 18 ms 2001:4860:0:11d7::1
8 13 ms * * 2001:4860:0:1::2a5b
9 20 ms 16 ms 200 ms yyz10s14-in-x03.1e100.net [2607:f8b0:400b:80f::2003]

Trace complete.
testing 2

Tracing route to www.google.ca [2607:f8b0:400b:80f::2003]
over a maximum of 30 hops:

1 * 5 ms 10 ms 2607:fea8:4f1f:feaf:6a8f:2eff:fec4:cf2
2 13 ms 18 ms 14 ms 2607:f798:804:9c::1
3 13 ms 17 ms 14 ms 2607:f798:10:10c2:0:241:5615:8005
4 19 ms 19 ms 20 ms 2607:f798:10:10e1:0:690:6324:9086
5 25 ms 20 ms 13 ms 2607:f798:10:293::2
6 11 ms 16 ms 13 ms 2001:4860:1:1:0:32c:0:8
7 16 ms 13 ms 15 ms 2001:4860:0:11d7::1
8 * * * Request timed out.
9 12 ms 24 ms 11 ms yyz10s14-in-x03.1e100.net [2607:f8b0:400b:80f::2003]

Trace complete.
testing 3

Tracing route to www.google.ca [2607:f8b0:400b:80f::2003]
over a maximum of 30 hops:

1 * 5 ms 2 ms 2607:fea8:4f1f:feaf:6a8f:2eff:fec4:cf2
2 15 ms 18 ms 20 ms 2607:f798:804:9c::1
3 11 ms 20 ms 11 ms 2607:f798:10:10c2:0:241:5615:8005
4 12 ms 12 ms 26 ms 2607:f798:10:10e1:0:690:6324:9086
5 15 ms 42 ms 37 ms 2607:f798:10:293::2
6 21 ms 17 ms 144 ms 2001:4860:1:1:0:32c:0:8
7 33 ms 16 ms 13 ms 2001:4860:0:11d7::1
8 12 ms * 16 ms 2001:4860:0:1::2a5b
9 11 ms 12 ms 11 ms yyz10s14-in-x03.1e100.net [2607:f8b0:400b:80f::2003]

Trace complete.
testing 4

Tracing route to www.google.ca [2607:f8b0:400b:80f::2003]
over a maximum of 30 hops:

1 * 4 ms 14 ms 2607:fea8:4f1f:feaf:6a8f:2eff:fec4:cf2
2 12 ms 14 ms 12 ms 2607:f798:804:9c::1
3 10 ms 14 ms 6 ms 2607:f798:10:10c2:0:241:5615:8005
4 14 ms 10 ms 19 ms 2607:f798:10:10e1:0:690:6324:9086
5 43 ms 16 ms 15 ms 2607:f798:10:293::2
6 11 ms 33 ms 12 ms 2001:4860:1:1:0:32c:0:8
7 31 ms 14 ms 14 ms 2001:4860:0:11d7::1
8 * * * Request timed out.
9 16 ms 14 ms 11 ms yyz10s14-in-x03.1e100.net [2607:f8b0:400b:80f::2003]

Trace complete.
testing 5

Tracing route to www.google.ca [2607:f8b0:400b:80f::2003]
over a maximum of 30 hops:

1 * 4 ms 2 ms 2607:fea8:4f1f:feaf:6a8f:2eff:fec4:cf2
2 63 ms 28 ms 17 ms 2607:f798:804:9c::1
3 16 ms 11 ms 16 ms 2607:f798:10:10c2:0:241:5615:8005
4 15 ms 13 ms 18 ms 2607:f798:10:10e1:0:690:6324:9086
5 16 ms 20 ms 13 ms 2607:f798:10:293::2
6 38 ms 26 ms 28 ms 2001:4860:1:1:0:32c:0:8
7 27 ms 19 ms 20 ms 2001:4860:0:11d7::1
8 56 ms 22 ms * 2001:4860:0:1::2a5b
9 15 ms 17 ms 13 ms yyz10s14-in-x03.1e100.net [2607:f8b0:400b:80f::2003]

Trace complete.

 

RogersCorey
Moderator
Moderator
Posts: 1,441

Re: Intermittent disconnects - CODA-4582U

Thank you @Chelsea_2020!

 

Could you also please perform a ping test as per @RogersAndy instructions and post the results here too?

 

Regards,

RogersCorey

Chelsea_2020
I've Been Here Awhile
Posts: 4

Re: Intermittent disconnects - CODA-4582U

Yes sure: 

Note that the ping tests are ok some days, worse others.

there's a timeout today near the 30th ping attempt.

 

Pinging www.google.ca [2607:f8b0:400b:808::2003] with 32 bytes of data:
Reply from 2607:f8b0:400b:808::2003: time=12ms
Reply from 2607:f8b0:400b:808::2003: time=18ms
Reply from 2607:f8b0:400b:808::2003: time=24ms
Reply from 2607:f8b0:400b:808::2003: time=12ms
Reply from 2607:f8b0:400b:808::2003: time=14ms
Reply from 2607:f8b0:400b:808::2003: time=17ms
Reply from 2607:f8b0:400b:808::2003: time=15ms
Reply from 2607:f8b0:400b:808::2003: time=12ms
Reply from 2607:f8b0:400b:808::2003: time=13ms
Reply from 2607:f8b0:400b:808::2003: time=12ms
Reply from 2607:f8b0:400b:808::2003: time=16ms
Reply from 2607:f8b0:400b:808::2003: time=10ms
Reply from 2607:f8b0:400b:808::2003: time=18ms
Reply from 2607:f8b0:400b:808::2003: time=26ms
Reply from 2607:f8b0:400b:808::2003: time=15ms
Reply from 2607:f8b0:400b:808::2003: time=14ms
Reply from 2607:f8b0:400b:808::2003: time=13ms
Reply from 2607:f8b0:400b:808::2003: time=12ms
Reply from 2607:f8b0:400b:808::2003: time=13ms
Reply from 2607:f8b0:400b:808::2003: time=21ms
Request timed out.
Reply from 2607:f8b0:400b:808::2003: time=16ms
Reply from 2607:f8b0:400b:808::2003: time=14ms
Reply from 2607:f8b0:400b:808::2003: time=17ms
Reply from 2607:f8b0:400b:808::2003: time=12ms
Reply from 2607:f8b0:400b:808::2003: time=12ms
Reply from 2607:f8b0:400b:808::2003: time=11ms
Reply from 2607:f8b0:400b:808::2003: time=13ms
Reply from 2607:f8b0:400b:808::2003: time=14ms
Reply from 2607:f8b0:400b:808::2003: time=8ms
Reply from 2607:f8b0:400b:808::2003: time=12ms
Reply from 2607:f8b0:400b:808::2003: time=11ms
Reply from 2607:f8b0:400b:808::2003: time=14ms
Reply from 2607:f8b0:400b:808::2003: time=13ms
Reply from 2607:f8b0:400b:808::2003: time=16ms
Reply from 2607:f8b0:400b:808::2003: time=19ms
Reply from 2607:f8b0:400b:808::2003: time=14ms
Reply from 2607:f8b0:400b:808::2003: time=12ms
Reply from 2607:f8b0:400b:808::2003: time=13ms
Reply from 2607:f8b0:400b:808::2003: time=19ms
Reply from 2607:f8b0:400b:808::2003: time=15ms
Reply from 2607:f8b0:400b:808::2003: time=37ms
Reply from 2607:f8b0:400b:808::2003: time=18ms
Reply from 2607:f8b0:400b:808::2003: time=12ms
Reply from 2607:f8b0:400b:808::2003: time=16ms
Reply from 2607:f8b0:400b:808::2003: time=21ms
Reply from 2607:f8b0:400b:808::2003: time=12ms
Reply from 2607:f8b0:400b:808::2003: time=24ms
Reply from 2607:f8b0:400b:808::2003: time=15ms
Reply from 2607:f8b0:400b:808::2003: time=13ms

 

 

 

RogersCorey
Moderator
Moderator
Posts: 1,441

Re: Intermittent disconnects - CODA-4582U

Good morning @Chelsea_2020!

 

The final line of this test is missing which shows the overall results. Did that timeout result in a packet drop?

 

Please PM us @CommunityHelps so that I can run some tests of my own. If you're not familiar with our PMing process, you can find instructions here.

 

Thanks!

 

Regards,

RogersCorey