01-25-2019 05:15 PM - last edited on 01-25-2019 06:09 PM by RogersZia
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***
Solved! Solved! Go to Solution.
04-29-2020 06:56 PM - edited 04-29-2020 07:00 PM
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
04-29-2020 09:36 PM
@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.
04-30-2020 08:30 AM
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:
Port ID | Frequency (MHz) | Modulation | Signal strength (dBmV) | Channel ID | Bandwidth |
1 | 30596000 | ATDMA - 64QAM | 50.750 | 3 | 6400000 |
2 | 36996000 | ATDMA - 64QAM | 50.500 | 4 | 6400000 |
3 | 22100000 | ATDMA - 64QAM | 52.250 | 1 | 3200000 |
4 | 25300000 | ATDMA - 64QAM | 52.750 | 2 | 3200000 |
04-30-2020 08:38 AM - edited 04-30-2020 08:39 AM
@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.
04-30-2020 08:47 AM - last edited on 04-30-2020 08:57 AM by RogersTony
@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; |
04-30-2020 08:21 PM - last edited on 04-30-2020 08:41 PM by RogersMaude
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?
04-30-2020 09:52 PM - last edited on 05-01-2020 09:09 AM by RogersTony
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.
05-01-2020 08:19 PM
05-02-2020 03:00 PM
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):
Port ID | Frequency (MHz) | Modulation | Signal strength (dBmV) | Channel ID | Signal noise ratio (dB) |
1 | 591000000 | 256QAM | 2.700 | 7 | 40.366 |
2 | 855000000 | 256QAM | 1.400 | 3 | 38.983 |
3 | 861000000 | 256QAM | 0.900 | 4 | 38.983 |
4 | 579000000 | 256QAM | 2.500 | 5 | 40.366 |
5 | 585000000 | 256QAM | 2.400 | 6 | 40.366 |
6 | 849000000 | 256QAM | 1.500 | 2 | 40.366 |
7 | 597000000 | 256QAM | 2.700 | 8 | 40.946 |
8 | 603000000 | 256QAM | 3.000 | 9 | 40.366 |
9 | 609000000 | 256QAM | 3.000 | 10 | 40.366 |
10 | 615000000 | 256QAM | 3.000 | 11 | 40.366 |
11 | 621000000 | 256QAM | 3.000 | 12 | 40.366 |
12 | 633000000 | 256QAM | 3.300 | 13 | 40.946 |
13 | 639000000 | 256QAM | 3.300 | 14 | 40.366 |
14 | 645000000 | 256QAM | 3.500 | 15 | 40.366 |
15 | 651000000 | 256QAM | 3.600 | 16 | 40.946 |
16 | 657000000 | 256QAM | 3.500 | 17 | 40.946 |
17 | 663000000 | 256QAM | 3.600 | 18 | 40.946 |
18 | 669000000 | 256QAM | 3.500 | 19 | 40.366 |
19 | 675000000 | 256QAM | 3.500 | 20 | 40.366 |
20 | 681000000 | 256QAM | 3.700 | 21 | 40.946 |
21 | 687000000 | 256QAM | 3.500 | 22 | 40.366 |
22 | 693000000 | 256QAM | 3.400 | 23 | 40.366 |
23 | 699000000 | 256QAM | 3.000 | 24 | 40.946 |
24 | 705000000 | 256QAM | 2.600 | 25 | 40.366 |
25 | 711000000 | 256QAM | 2.200 | 26 | 40.946 |
26 | 717000000 | 256QAM | 2.100 | 27 | 40.366 |
27 | 723000000 | 256QAM | 2.400 | 28 | 40.366 |
28 | 825000000 | 256QAM | 1.700 | 29 | 38.983 |
29 | 831000000 | 256QAM | 1.600 | 30 | 40.366 |
30 | 837000000 | 256QAM | 1.800 | 31 | 38.983 |
31 | 843000000 | 256QAM | 1.700 | 32 | 40.366 |
32 | 279000000 | 256QAM | 1.300 | 1 | 40.946 |
Receiver | FFT type | Subcarr 0 Frequency(MHz) | PLC locked | NCP locked | MDC1 locked | PLC power(dBmv) |
0 | 4K | 275600000 | YES | YES | YES | 1.700001 |
1 | NA | NA | NO | NO | NO | NA |
Port ID | Frequency (MHz) | Modulation | Signal strength (dBmV) | Channel ID | Bandwidth |
1 | 22100000 | ATDMA - 64QAM | 44.750 | 1 | 3200000 |
2 | 36996000 | ATDMA - 64QAM | 41.500 | 4 | 6400000 |
3 | 30596000 | ATDMA - 64QAM | 41.500 | 3 | 6400000 |
4 | 25300000 | ATDMA - 64QAM | 44.750 | 2 | 3200000
|
05-04-2020 01:13 PM
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:
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 |
Port ID | Frequency (MHz) | Modulation | Signal strength (dBmV) | Channel ID | Bandwidth |
1 | 30596000 | ATDMA - 64QAM | 43.000 | 3 | 6400000 |
2 | 36996000 | ATDMA - 64QAM | 43.000 | 4 | 6400000 |
3 | 10000000 | ATDMA - 64QAM | 42.250 | --- | 6400000 |
4 | 10000000 | ATDMA - 64QAM | 52.000 | --- | 6400000 |
05-05-2020 06:54 PM
05-06-2020 06:43 PM
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:
Thanks!
05-06-2020 07:20 PM
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:
Port ID | Frequency (MHz) | Modulation | Signal strength (dBmV) | Channel ID | Signal noise ratio (dB) |
1 | 615000000 | 256QAM | -0.300 | 11 | 37.636 |
2 | 849000000 | 256QAM | 3.100 | 2 | 38.605 |
3 | 855000000 | 256QAM | 2.300 | 3 | 38.605 |
4 | 861000000 | 256QAM | 2.500 | 4 | 38.983 |
5 | 579000000 | 256QAM | 1.200 | 5 | 38.983 |
6 | 585000000 | 256QAM | 1.800 | 6 | 38.983 |
7 | 591000000 | 256QAM | 2.300 | 7 | 38.983 |
8 | 597000000 | 256QAM | 1.500 | 8 | 38.983 |
9 | 603000000 | 256QAM | 1.300 | 9 | 38.605 |
10 | 609000000 | 256QAM | 0.200 | 10 | 37.636 |
11 | 279000000 | 256QAM | 3.600 | 1 | 38.983 |
12 | 621000000 | 256QAM | -0.100 | 12 | 38.605 |
13 | 633000000 | 256QAM | 1.300 | 13 | 38.983 |
14 | 639000000 | 256QAM | 1.100 | 14 | 38.605 |
15 | 645000000 | 256QAM | 1.800 | 15 | 38.983 |
16 | 651000000 | 256QAM | 1.500 | 16 | 38.983 |
17 | 657000000 | 256QAM | 1.200 | 17 | 38.605 |
18 | 663000000 | 256QAM | 1.600 | 18 | 38.605 |
19 | 669000000 | 256QAM | 1.600 | 19 | 38.605 |
20 | 675000000 | 256QAM | 1.800 | 20 | 38.983 |
21 | 681000000 | 256QAM | 1.500 | 21 | 38.983 |
22 | 687000000 | 256QAM | 1.500 | 22 | 38.605 |
23 | 693000000 | 256QAM | 1.300 | 23 | 38.605 |
24 | 699000000 | 256QAM | 1.000 | 24 | 38.605 |
25 | 705000000 | 256QAM | 1.100 | 25 | 38.605 |
26 | 711000000 | 256QAM | 1.200 | 26 | 38.605 |
27 | 717000000 | 256QAM | 2.400 | 27 | 38.983 |
28 | 723000000 | 256QAM | 2.000 | 28 | 38.605 |
29 | 825000000 | 256QAM | 3.300 | 29 | 38.983 |
30 | 831000000 | 256QAM | 3.000 | 30 | 38.983 |
31 | 837000000 | 256QAM | 2.800 | 31 | 38.983 |
32 | 843000000 | 256QAM | 2.700 | 32 | 38.605 |
Receiver | FFT type | Subcarr 0 Frequency(MHz) | PLC locked | NCP locked | MDC1 locked | PLC power(dBmv) |
Port ID | Frequency (MHz) | Modulation | Signal strength (dBmV) | Channel ID | Bandwidth |
1 | 30596000 | ATDMA - 64QAM | 33.250 | 3 | 6400000 |
2 | 36996000 | ATDMA - 64QAM | 33.250 | 4 | 6400000 |
3 | 22100000 | ATDMA - 64QAM | 35.250 | 1 | 3200000 |
4 | 25300000 | ATDMA - 64QAM | 33.500 | 2 | 3200000 |
Channel Index | State | lin Digital Att | Digital Att | BW (sc's*fft) | Report Power | Report Power1_6 | FFT Size |
05-07-2020 08:31 AM - last edited on 05-10-2020 10:27 AM by RogersTony
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:
This menu displays both upstream and downstream signal parameters
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 |
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 |
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 |
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 |
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; |
05-07-2020 12:47 PM - last edited on 05-07-2020 12:51 PM by RogersMoin
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.
05-07-2020 07:12 PM
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.
05-07-2020 08:43 PM - edited 05-07-2020 08:45 PM
@ 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.
05-08-2020 09:00 AM
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
05-08-2020 05:02 PM - last edited on 05-08-2020 05:16 PM by RogersAndy
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?
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 |
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 |
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 |
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 |
05-09-2020 04:45 PM - edited 05-12-2020 04:50 PM
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.
05-10-2020 10:39 AM
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.