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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

Bamba
I plan to stick around

Reconnected phone back, restarted modem: four Upstream channels.

So, no TV (and I don't watch TV); the only change was to disconnect 3-way (with TV) and use 2-way splitter (Modem + Phone). Hopefully it will work better...

 

3-way splitter has outlet for 3.5dB where Modem was connected, and 6dB for phone and TV, I hope it was correct. Or maybe just random accident, after few reconnects it started to work... or maybe really something outside house and not related to in house at all, accidentally I have 4 upstream channels now

Re: Intermittent disconnects - CODA-4582U

Datalink
Resident Expert
Resident Expert

@Bamba four upstream channels is the choice of the day, if you can arrange it.  If you look at the splitters that you have on hand, there is a negative number printed next to the output port.  That is the signal loss in dB for that port, from input port to output port.  Each splitter, 2 port, 3 port etc, will have different loss figures for the various ports simply due to the fact that your splitting the original signal level X ways.  For a 2 (output) port splitter, each port loses 3.5 db, which is 50 % of the input power.  For a 3 port splitter you might see one port with a 3.5 dB loss and the other two ports with a -7 dB loss, or if you have a balanced splitter you might see all ports with a -5 dB loss.  

 

That loss works in both directions, in the downstream direction towards the modem, and upstream as well outbound from the modem.  In the case of the outbound direction, with a splitter in place, where there wasn't a splitter before, the receive level at the neighbourhood node will drop by the amount indicated on the splitter port.  The neighbourhood node won't be too satisfied by this situation and as a result the CMTS will command the modem to increase the upstream power level on all upstream channels by the lost amount.  So, in your case, if you used the 3 port splitter and connected the modem to the -7 dB port instead of the -3.5 dB port, that would drop the inbound and outbound signal levels by 7dB and as a result, the upstream levels would increase another 3.5 dB on top of what they are now with the two port splitter in place.  Because the modem is already operating so closely to the maximum power limit for the modem, that would drive the required power levels up beyond 51 dBmV, so, the modem would shut down some number of channels, using the total output power across the remaining channels.  So, that's most likely why, when you swapped to the two port splitter, you suddenly recovered the three other channels.  

 

For any large splitter that you might use, the modem should be installed on the port with the least amount of signal loss.  

 

The cable system is designed to accommodate the signal losses that occur over the entire cable run, from the neighbourhood node, through the local tap and any splitters that might be installed and finally to the modem.  There will be variations in the signal levels depending on where you're located on that cable run from the neighbourhood node and the losses that occur, which increase with the age of the cable.  In theory, with just the modem connected, you should be close to 0 dBmV, across the downstream bandwidth.  If any splitters are required to service multiple devices, the ideal signal situation would see a signal level above 0 dBmV, which can afford a signal drop due to any installed splitters.  If that doesn't exist, then the installation tech has to make a decision to install an inline amplifier or run the devices on a lower signal level.  This is where experience, engineering and imagination come into play, where the tech determines the best approach to provide the best signal level to the various cable devices in the home.   When the new Ignite TV system is installed, all of those cable supported devices are removed and a single modem is installed, which makes the modem installation much simpler compared to balancing signal levels across several devices. 

 

For now, you still have two upstream channels close to the upper 51 dB limit, so, the field tech needs to do some work to determine why your signal levels on the outbound side are so high.  You don't have much room to play with when you look at those 49 dB levels.  The fact that the downstream levels aren't too bad indicates that you might be close to the neighbourhood node, so, even if the cabling and its connectors aren't in great shape, you still have good signal levels on the downstream side.  On the upstream side, the modem just isn't capable of running the same output power levels, so, the solution is to address the cable situation and then use signal attenuators to drop the signal levels to a reasonable levels.  Getting the cable and its connectors back into reasonable condition is the route to go.  Perhaps there are other issues further upstream?

 

Hope this helps.

Re: Intermittent disconnects - CODA-4582U

Bamba
I plan to stick around

Thank you @Datalink!

 

So, I had at least two disconnects since yesterday; all cabling is new, 3-years-old, including 15 meters coaxial line outside. Not in my control; something outside.

 

Few minutes ago disconnected; and now it shows:

Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
130596000ATDMA - 64QAM50.75036400000
236996000ATDMA - 64QAM50.50046400000
322100000ATDMA - 64QAM52.25013200000
425300000ATDMA - 64QAM52.75023200000

 

Re: Intermittent disconnects - CODA-4582U

Datalink
Resident Expert
Resident Expert

@Bamba thats not good. Time for a tech to see what the problem is.  There is always the possibility that the problem is further upstream between the local tap which connects you and your immediate neighbours to the network and the neighbourhood node. 

Re: Intermittent disconnects - CODA-4582U

Bamba
I plan to stick around

@Datalink tomorrow morning they will check cabling outside;

 

16 04/30/2020 13:20:07 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=CMTS-MAC=00:17:10:93:bd:0f;CM-QOS=1.1;CM-VER=3.1;
17 04/30/2020 13:20:10 67070100 error DBC-ACK not received;CM-MAC=CMTS-MAC=00:17:10:93:bd:0f;CM-QOS=1.1;CM-VER=3.1;
18 04/30/2020 13:36:38 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=a;CMTS-MAC=00:17:10:93:bd:0f;CM-QOS=1.1;CM-VER=3.1;
19 04/30/2020 13:36:38 84020200 warning Lost MDD Timeout;CM-MAC=;CMTS-MAC=00:17:10:93:bd:0f;CM-QOS=1.1;CM-VER=3.1;
20 04/30/2020 13:41:29 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:93:bd:0f;CM-QOS=1.1;CM-VER=3.1;

 

Clear
 
Removed Personal Info - RogersTony

Re: Intermittent disconnects - CODA-4582U

lscarci
I've been around

I've been having internet connectivity issues for the last 35 days.

 

At random points in the day, connectivity is slow and websites hang. There are intermittent disconnects to all my devices (wireless and wired). We've had 6 Normal Technicians and 2 Senior technicians come by to address the issue.

 

The outside line to the pole has already been replaced. We even tried connecting the modem directly to the cable coming from the pole and there was no improvement. We've had our CODA-4582U and Eero Hub replaced, new cables and all.

I have gone through several phone technicians, with the same process(restart modem, the plug is in the wall instead of a power bar, factory reset etc) many times.

 

I'm not sure what else there is to do, but switch service providers. I am very happy with the service Rogers provides, but during a time like this, I cannot successfully work from home.

 

I have seen other posts with similar issues, but haven't seen any solutions.

 

Has anyone else encountered said issue?

Re: Intermittent disconnects - CODA-4582U

adsfasdfas
I've been here awhile

Hello,

 

I have the CODA-4582U modem and have been having intermittent disconnections on my internet over the past month. Rogers sent multiple technicians only and have not been able to resolve the issue.  I have been monitoring logs and so far they have shown critical and warning messages.

 

No. Time Type Priority Event
1 04/29/2020 21:06:34 84020200 warning Lost MDD Timeout
2 04/29/2020 21:10:02 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;
3 04/29/2020 21:10:10 84000700 warning RCS Partial Service;
4 04/30/2020 10:12:14 84020200 warning Lost MDD Timeout;
5 04/30/2020 10:12:24 82000200 critical No Ranging Response received - T3 time-out;
6 04/30/2020 19:34:19 84020200 warning Lost MDD Timeout;
7 04/30/2020 19:34:30 82000200 critical No Ranging Response received - T3 time-out;
8 04/30/2020 20:59:28 84020200 warning Lost MDD Timeout;
9 04/30/2020 21:02:50 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;
10 04/30/2020 21:03:00 84000700 warning RCS Partial Service;
11 04/30/2020 21:12:46 84020200 warning Lost MDD Timeout;
12 04/30/2020 21:15:01 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;
13 04/30/2020 21:15:09 84000700 warning RCS Partial Service;
14 04/30/2020 21:48:10 84020200 warning Lost MDD Timeout;

 

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 849000000 256QAM 3.200 2 40.366
3 855000000 256QAM 4.300 3 38.983
4 861000000 256QAM 3.300 4 38.983
5 579000000 256QAM 1.500 5 37.356
6 585000000 256QAM 1.800 6 38.605
7 279000000 256QAM 0.100 1 37.356
8 597000000 256QAM 1.300 8 38.983
9 603000000 256QAM 2.700 9 38.605
10 609000000 256QAM 2.100 10 38.605
11 615000000 256QAM 3.200 11 38.983
12 621000000 256QAM 3.100 12 38.983
13 633000000 256QAM 3.300 13 38.605
14 639000000 256QAM 2.500 14 38.605
15 645000000 256QAM 2.800 15 38.605
16 651000000 256QAM 1.900 16 38.605
17 657000000 256QAM 2.900 17 38.983
18 663000000 256QAM 2.100 18 38.605
19 669000000 256QAM 1.800 19 38.983
20 675000000 256QAM 2.700 20 38.983
21 681000000 256QAM 2.300 21 38.983
22 687000000 256QAM 3.000 22 38.983
23 693000000 256QAM 2.400 23 38.983
24 699000000 256QAM 2.700 24 38.983
25 705000000 256QAM 2.700 25 38.605
26 711000000 256QAM 2.600 26 38.983
27 717000000 256QAM 3.100 27 38.983
28 723000000 256QAM 2.000 28 38.983
29 825000000 256QAM 3.600 29 38.605
30 831000000 256QAM 3.200 30 38.605
31 837000000 256QAM 2.900 31 38.983
32 843000000 256QAM 3.700 32 38.605

 

What do I do? I'm tired of calling and wasting your technician's times, they haven't been able to resolve the issue and we've been paying for this service.

Re: Intermittent disconnects - CODA-4582U

adsfasdfas
I've been here awhile
I am having the exact same problem as you. I couldn't even type this reply because the internet got disconnected.

Re: Intermittent disconnects - CODA-4582U

Bamba
I plan to stick around

Hi @Datalink,

 

Update: tech replaced something old at neighbour cable connection (at the main cable) & replaced connector for me (on the wall of building); some update, I don't see yet huge change (such as suggested 37-40 dB for upstreams):

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000256QAM2.700740.366
2855000000256QAM1.400338.983
3861000000256QAM0.900438.983
4579000000256QAM2.500540.366
5585000000256QAM2.400640.366
6849000000256QAM1.500240.366
7597000000256QAM2.700840.946
8603000000256QAM3.000940.366
9609000000256QAM3.0001040.366
10615000000256QAM3.0001140.366
11621000000256QAM3.0001240.366
12633000000256QAM3.3001340.946
13639000000256QAM3.3001440.366
14645000000256QAM3.5001540.366
15651000000256QAM3.6001640.946
16657000000256QAM3.5001740.946
17663000000256QAM3.6001840.946
18669000000256QAM3.5001940.366
19675000000256QAM3.5002040.366
20681000000256QAM3.7002140.946
21687000000256QAM3.5002240.366
22693000000256QAM3.4002340.366
23699000000256QAM3.0002440.946
24705000000256QAM2.6002540.366
25711000000256QAM2.2002640.946
26717000000256QAM2.1002740.366
27723000000256QAM2.4002840.366
28825000000256QAM1.7002938.983
29831000000256QAM1.6003040.366
30837000000256QAM1.8003138.983
31843000000256QAM1.7003240.366
32279000000256QAM1.300140.946
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
04K275600000YESYESYES1.700001
1NANANONONONA
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
122100000ATDMA - 64QAM44.75013200000
236996000ATDMA - 64QAM41.50046400000
330596000ATDMA - 64QAM41.50036400000
425300000ATDMA - 64QAM44.7502

3200000

 

Re: Intermittent disconnects - CODA-4582U

Bamba
I plan to stick around

Rogers replaced two connectors: one was on their main cable going to neighbour, and another one on my house external wall. Rogers mentioned water was leaking inside connector. Thank you!

 

No disconnects in about 36 hours, and single disconnect 10 hours ago with a lot of logs.

 

And this looks strange:

 

OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES1.500000
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
130596000ATDMA - 64QAM43.00036400000
236996000ATDMA - 64QAM43.00046400000
310000000ATDMA - 64QAM42.250---6400000
410000000ATDMA - 64QAM52.000---6400000
 

Re: Intermittent disconnects - CODA-4582U

paheerone
I've been here awhile
I am having the same issue..I have called multiple times to customer sevice and have had technicians come and replace equipment..still the same. Working from home is frustrating. I will have to consider switching to other providers.

Re: Intermittent disconnects - CODA-4582U

Hey @paheerone

 

Sorry to hear you're experiencing disconnects as well :(. We'd be happy to assist in identifying what's going on. To begin there's just a few things to check off query wise if that's alright. Would you mind confirming for us:

 

  • Are the disconnects occurring with a wired or a wireless connection
  • Does the light pattern on the modem change when the disconnect occurs?
  • Do all devices lose connection at the same time?
  • When did this issue first start occurring?
  • Does it occur during a particular time period?
  • When was your most recent technician visit?
  • Can you log into your modem and provide the WAN Status page information? We can review your signal levels to see if there's a visible issue there.
  • Are you using your own router/switch in the home?

Thanks!

 

@RogersAndy

Re: Intermittent disconnects - CODA-4582U

paheerone
I've been here awhile

Wired and wireless.

Most of the time the light pattern does not change, but sometimes the router loses connection and resets.

Yes, all the devices lose connection at the same time.

This has been happening since early this year, but its more noticeable now since I am working from home.

This problem happens all times of the day and night.

Technician last came on April 29th.

I am using the rogers modem, no other routers.

 

Below is my WAN status page info:

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1615000000256QAM-0.3001137.636
2849000000256QAM3.100238.605
3855000000256QAM2.300338.605
4861000000256QAM2.500438.983
5579000000256QAM1.200538.983
6585000000256QAM1.800638.983
7591000000256QAM2.300738.983
8597000000256QAM1.500838.983
9603000000256QAM1.300938.605
10609000000256QAM0.2001037.636
11279000000256QAM3.600138.983
12621000000256QAM-0.1001238.605
13633000000256QAM1.3001338.983
14639000000256QAM1.1001438.605
15645000000256QAM1.8001538.983
16651000000256QAM1.5001638.983
17657000000256QAM1.2001738.605
18663000000256QAM1.6001838.605
19669000000256QAM1.6001938.605
20675000000256QAM1.8002038.983
21681000000256QAM1.5002138.983
22687000000256QAM1.5002238.605
23693000000256QAM1.3002338.605
24699000000256QAM1.0002438.605
25705000000256QAM1.1002538.605
26711000000256QAM1.2002638.605
27717000000256QAM2.4002738.983
28723000000256QAM2.0002838.605
29825000000256QAM3.3002938.983
30831000000256QAM3.0003038.983
31837000000256QAM2.8003138.983
32843000000256QAM2.7003238.605
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
130596000ATDMA - 64QAM33.25036400000
236996000ATDMA - 64QAM33.25046400000
322100000ATDMA - 64QAM35.25013200000
425300000ATDMA - 64QAM33.50023200000
OFDM/OFDMA Overview
Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size

 

Re: Intermittent disconnects - CODA-4582U

Bamba
I plan to stick around

After three visits of technicians, I have "visible" improvement: dark blue upstream indicator on modem. It was previously amber (last week, before technician changed two connectors on street).

 

Upstream channels were showing 53 dBmV past few days, and only two channels. Today, it is four channels, but while writing this post modem disconnected again, with all 4 channels around 42-45 dBmV, so I don't think it is same issue as before...

 

Here is new chart:

DOCSIS WAN

This menu displays both upstream and downstream signal parameters

DOCSIS Overview
Network Access Permitted
IP Address x.x.x.x
Subnet Mask 255.255.240.0
Gateway IP Address 7.36.144.1
DHCP Lease Time 😧 06 H: 16 M: 30 S: 38
Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 669000000 256QAM 3.500 19 40.366
2 849000000 256QAM 1.900 2 40.366
3 855000000 256QAM 1.900 3 40.366
4 861000000 256QAM 1.400 4 38.983
5 579000000 256QAM 2.300 5 40.366
6 585000000 256QAM 2.300 6 40.366
7 591000000 256QAM 2.500 7 40.366
8 597000000 256QAM 2.500 8 40.366
9 603000000 256QAM 2.900 9 40.366
10 609000000 256QAM 3.000 10 40.366
11 615000000 256QAM 2.900 11 40.366
12 621000000 256QAM 2.900 12 40.366
13 633000000 256QAM 3.100 13 40.366
14 639000000 256QAM 3.300 14 40.366
15 645000000 256QAM 3.400 15 40.366
16 651000000 256QAM 3.500 16 40.366
17 657000000 256QAM 3.400 17 40.946
18 663000000 256QAM 3.400 18 40.366
19 279000000 256QAM 1.100 1 40.366
20 675000000 256QAM 3.400 20 40.366
21 681000000 256QAM 3.600 21 40.946
22 687000000 256QAM 3.500 22 40.366
23 693000000 256QAM 3.400 23 40.366
24 699000000 256QAM 3.200 24 40.366
25 705000000 256QAM 2.800 25 40.366
26 711000000 256QAM 2.800 26 40.946
27 717000000 256QAM 2.800 27 40.946
28 723000000 256QAM 2.600 28 40.366
29 825000000 256QAM 1.900 29 38.605
30 831000000 256QAM 1.900 30 40.366
31 837000000 256QAM 2.000 31 40.366
32 843000000 256QAM 1.900 32 40.366
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 1.500000
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 25300000 ATDMA - 64QAM 46.500 2 3200000
2 36996000 ATDMA - 64QAM 42.500 4 6400000
3 30596000 ATDMA - 64QAM 42.500 3 6400000
4 22100000 ATDMA - 64QAM 46.500 1 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

 

 

And new logs, right before restart:

17 05/07/2020 08:20:48 82000300 critical Ranging Request Retries exhausted;CM-MAC=;CMTS-MAC=00:17:10:93:bd:0f;CM-QOS=1.1;CM-VER=3.1;
18 05/07/2020 08:20:48 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=;CMTS-MAC=00:17:10:93:bd:0f;CM-QOS=1.1;CM-VER=3.1;
19 05/07/2020 08:21:19 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:93:bd:0f;CM-QOS=1.1;CM-VER=3.1;
20 05/07/2020 13:21:46 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=00:17:10:93:bd:0f;CM-QOS=1.1;CM-VER=3.1;
 

Re: Intermittent disconnects - CODA-4582U

bstotes
I've been here awhile

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.

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

Re: Intermittent disconnects - CODA-4582U

bstotes
I've been here awhile

@ 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.

 

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

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

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

Re: Intermittent disconnects - CODA-4582U

Chelsea_2020
I've been here awhile

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.