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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

Thank you @Chelsea_2020!

 

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

 

Regards,

RogersCorey

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

 

 

 

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

Re: Intermittent disconnects - CODA-4582U

Kryshome
I plan to stick around

Ok this is going to be a long post as I want to give you as much information as possible to help me resolve this issue. For the last several months I have been having intermittant internet issues. I have had about 5 or so technicians come and go over the last month trying to resolve the problems with no luck. I have probably had over 20 live chats and calls with technicians in this short time frame and have not been able to solve the issue. 

 

One month ago after a technician visited, the intermittant issue got even worse. The tech essentially swapped all connectors in the cable box, and I believe he also swapped the connectors at the tap for my line. At this point the lights on the modem up and downstream lights went from light and dark blue respectively to green. It took a few visits but eventually I figured I would replace the weather beaten cable leading from our cable box outside the home to our modem and bingo we were back in service, the lights on the Modem went back to lightblue and darkblue (I believe docsis 3.1 if im not mistaken) and I thought my troubles were behind me.

 

Fast forward approximately 3 weeks and now I have been getting the same intermittant issue except the modem lights seem to remain stable even when the internet drops. Up and downstream lights remain the blue colors they should be, and the network light remains on, but both wifi devices and devices connected directly via the ethernet cease connecting to the internet. After a few tech visits, we decided we need a new cable buried to our home, he scheduled a cable burial, told us it would be a few days before they show thus not installing a temp line for us and prompty left. Doing some research on cable burials I quickly came to a realization that it would be weeks if not months before Rogers gets the permits to proceed with the burial. So I called Rogers again, booked another tech to install a temporary line, this appointment will be taking place tomorrow morning. 

 

The line from Rogers pedestal 3 houses down my street in Mississauga is likely as old as my house, I have been here over 15 years and the cable has never been repalced, and the house was built in the 80s. Regardless the cable is old so I am hoping the intermittant issue is due to simple cable degradation, and this problem will hopefully be behind me tomorrow after the tech comes in and installs a temporary line until the burial crew can come and drop the permanent line. 

 

From a signal perspective here is the current downstream table from the Modem. The modem model is a CODA-4582 and software version is 2.0.10.36T6

Downstream Overview

Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 603000000 256QAM -2.400 9 35.595
2 849000000 256QAM -5.900 2 33.487
3 855000000 256QAM -7.700 3 33.063
4 861000000 256QAM -8.000 4 33.063
5 579000000 256QAM -1.300 5 35.780
6 585000000 256QAM -1.200 6 35.595
7 591000000 256QAM -0.700 7 35.780
8 597000000 256QAM -0.700 8 35.780
9 279000000 256QAM -5.700 1 36.387
10 609000000 256QAM -3.000 10 35.595
11 615000000 256QAM -3.000 11 35.595
12 621000000 256QAM -1.600 12 35.595
13 633000000 256QAM -0.500 13 35.780
14 639000000 256QAM -0.300 14 35.595
15 645000000 256QAM 0.300 15 35.780
16 651000000 256QAM 0.100 16 35.595
17 657000000 256QAM -0.600 17 35.780
18 663000000 256QAM -1.300 18 35.780
19 669000000 256QAM -1.400 19 34.926
20 675000000 256QAM -1.600 20 35.084
21 681000000 256QAM -2.700 21 35.084
22 687000000 256QAM -4.100 22 34.926
23 693000000 256QAM -4.900 23 34.926
24 699000000 256QAM -4.000 24 35.084
25 705000000 256QAM -3.500 25 35.595
26 711000000 256QAM -3.500 26 34.926
27 717000000 256QAM -2.800 27 34.926
28 723000000 256QAM -2.700 28 35.084
29 825000000 256QAM -4.200 29 33.957
30 831000000 256QAM -4.900 30 33.487
31 837000000 256QAM -4.300 31 33.957
32 843000000 256QAM -4.600 32 33.487

 

And here is the upload table

1 36996000 ATDMA - 64QAM 38.500 4 6400000
2 22100000 ATDMA - 64QAM 35.750 1 3200000
3 30596000 ATDMA - 64QAM 35.250 3 6400000
4 25300000 ATDMA - 64QAM 37.000 2 3200000

 

I am currently running a Motorola Broadband drop amp (BDA-K4-RA) which has an active return (54-1000MHz Fwd +7.5dB, 5-42MHz Rtn +2.5dB) which is probably the only reason my signal is close to even beind within specification. I just recently added this thinking it would help solve my issue but obviously it made no difference, essentially just a powered splitter. If need be I can post my down and upstream signals with the wire going directly to my modem with no splitter between. Regardless, the intermittant internet has been an issue with or without the drop amp. 

 

I am hoping I can get some insight on trying to better pinpoint the internet issue if the service technician comes and goes tomorrow and the intermittant issue remains the same. Maybe the problem originates further upstream? Either way I thought I would post my issue here because no matter how many times I call technical support I am either sent a technician who is a subcontractor and doesnt do anything, or am given useless information such as restart your modem and everything will be better. I am simply tired of having these intermittant issues especially during these Covid times because I can't even participate in online meetings due to cutting out every few minutes.  Either way I'm frustrated that I'm the one who has to figure out what exactly is wrong and Rogers doesnt seem to want to take any initiatives to help alleviate the issues. 

 

I have seen posts on these forums that got far superior support than livechat or a phone call can provide and am extremely hopeful you guys can help me pinpoint my issue. Please let me know If I need to run any pingtests, traceroutes, etc to better understand what these intermittant disconnects are. 

 

Extra information: These intermitancy issues have not required me to restart my modem, the internet usually comes back within 20 to 30 seconds, but sometimes the downtime lasts several minutes at a time. Also sometimes the internet will work uninterupted for 30 minutes while other times it will constantly disconnect every few minutes.

 

Edit: I have attached my most recent traceroute to www.google.com, my network disconnected shortly after this for 15 to 20 seconds before coming back. 

 

Tracing route to www.google.com [2607:f8b0:400b:802::2004]
over a maximum of 30 hops:

1 <1 ms 1 ms 1 ms 2607:fea8:4fe0:a5c7:aa4e:3fff:fee9:8d92
2 17 ms 13 ms 12 ms 2607:f798:804:9f::1
3 10 ms 18 ms 12 ms 2607:f798:10:10cd:0:241:5615:8177
4 21 ms 16 ms 9 ms 2607:f798:10:31b:0:2091:4823:3169
5 16 ms 9 ms 11 ms 2607:f798:10:30b::1
6 11 ms 12 ms 13 ms 2001:4860:1:1::b86
7 * * * Request timed out.
8 13 ms 14 ms 13 ms yyz12s06-in-x04.1e100.net [2607:f8b0:400b:802::2004]

Trace complete.

 

 

Edit 2: I have attached my most recent ping test while my network was functioning:

 

Tracing route to www.google.com [2607:f8b0:400b:808::2004]
over a maximum of 30 hops:

1 <1 ms 1 ms 1 ms 
2 18 ms 13 ms 12 ms 2607:f798:804:9f::1
3 21 ms 14 ms 11 ms 2607:f798:10:10cd:0:241:5615:8177
4 11 ms 6 ms 13 ms 2607:f798:10:2ef:0:2091:4823:2037
5 10 ms 15 ms 29 ms 2607:f798:10:354::1
6 23 ms 18 ms 90 ms 2001:4860:1:1::b86
7 22 ms 16 ms 40 ms 2607:f8b0:825e::1
8 47 ms 20 ms 22 ms yyz10s03-in-x04.1e100.net [2607:f8b0:400b:808::2004]

Trace complete.

C:\Users\Home>ping -n 50 www.google.com

Pinging www.google.com [2607:f8b0:400b:800::2004] with 32 bytes of data:
Reply from 2607:f8b0:400b:800::2004: time=13ms
Reply from 2607:f8b0:400b:800::2004: time=18ms
Reply from 2607:f8b0:400b:800::2004: time=9ms
Reply from 2607:f8b0:400b:800::2004: time=10ms
Reply from 2607:f8b0:400b:800::2004: time=14ms
Reply from 2607:f8b0:400b:800::2004: time=8ms
Reply from 2607:f8b0:400b:800::2004: time=31ms
Reply from 2607:f8b0:400b:800::2004: time=25ms
Reply from 2607:f8b0:400b:800::2004: time=20ms
Reply from 2607:f8b0:400b:800::2004: time=11ms
Reply from 2607:f8b0:400b:800::2004: time=17ms
Reply from 2607:f8b0:400b:800::2004: time=18ms
Reply from 2607:f8b0:400b:800::2004: time=17ms
Reply from 2607:f8b0:400b:800::2004: time=16ms
Reply from 2607:f8b0:400b:800::2004: time=27ms
Reply from 2607:f8b0:400b:800::2004: time=13ms
Reply from 2607:f8b0:400b:800::2004: time=12ms
Reply from 2607:f8b0:400b:800::2004: time=11ms
Reply from 2607:f8b0:400b:800::2004: time=11ms
Reply from 2607:f8b0:400b:800::2004: time=22ms
Reply from 2607:f8b0:400b:800::2004: time=12ms
Reply from 2607:f8b0:400b:800::2004: time=11ms
Reply from 2607:f8b0:400b:800::2004: time=12ms
Reply from 2607:f8b0:400b:800::2004: time=8ms
Reply from 2607:f8b0:400b:800::2004: time=11ms
Reply from 2607:f8b0:400b:800::2004: time=9ms
Reply from 2607:f8b0:400b:800::2004: time=11ms
Reply from 2607:f8b0:400b:800::2004: time=8ms
Reply from 2607:f8b0:400b:800::2004: time=12ms
Reply from 2607:f8b0:400b:800::2004: time=11ms
Reply from 2607:f8b0:400b:800::2004: time=14ms
Reply from 2607:f8b0:400b:800::2004: time=17ms
Reply from 2607:f8b0:400b:800::2004: time=13ms
Reply from 2607:f8b0:400b:800::2004: time=10ms
Reply from 2607:f8b0:400b:800::2004: time=17ms
Reply from 2607:f8b0:400b:800::2004: time=12ms
Reply from 2607:f8b0:400b:800::2004: time=15ms
Reply from 2607:f8b0:400b:800::2004: time=12ms
Reply from 2607:f8b0:400b:800::2004: time=20ms
Reply from 2607:f8b0:400b:800::2004: time=11ms
Reply from 2607:f8b0:400b:800::2004: time=14ms
Reply from 2607:f8b0:400b:800::2004: time=10ms
Reply from 2607:f8b0:400b:800::2004: time=11ms
Reply from 2607:f8b0:400b:800::2004: time=14ms
Reply from 2607:f8b0:400b:800::2004: time=56ms
Reply from 2607:f8b0:400b:800::2004: time=10ms
Reply from 2607:f8b0:400b:800::2004: time=16ms
Reply from 2607:f8b0:400b:800::2004: time=12ms
Reply from 2607:f8b0:400b:800::2004: time=8ms
Reply from 2607:f8b0:400b:800::2004: time=10ms

Ping statistics for 2607:f8b0:400b:800::2004:
Packets: Sent = 50, Received = 50, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 8ms, Maximum = 56ms, Average = 14ms

 

Edit 3: I caught the network slipping during another ping test and thought I would post my results. This outage lasted for 4 or 5 minutes approximately. 

 

Pinging www.google.com [2607:f8b0:400b:800::2004] with 32 bytes of data:
Reply from 2607:f8b0:400b:800::2004: time=14ms
Reply from 2607:f8b0:400b:800::2004: time=11ms
Reply from 2607:f8b0:400b:800::2004: time=10ms
Reply from 2607:f8b0:400b:800::2004: time=10ms
Reply from 2607:f8b0:400b:800::2004: time=10ms
Reply from 2607:f8b0:400b:800::2004: time=9ms
Reply from 2607:f8b0:400b:800::2004: time=9ms
Reply from 2607:f8b0:400b:800::2004: time=24ms
Reply from 2607:f8b0:400b:800::2004: time=9ms
Reply from 2607:f8b0:400b:800::2004: time=9ms
Reply from 2607:f8b0:400b:800::2004: time=17ms
Reply from 2607:f8b0:400b:800::2004: time=10ms
Reply from 2607:f8b0:400b:800::2004: time=16ms
Reply from 2607:f8b0:400b:800::2004: time=30ms
Reply from 2607:f8b0:400b:800::2004: time=30ms
Reply from 2607:f8b0:400b:800::2004: time=30ms
Request timed out.
Reply from 2607:f8b0:400b:800::2004: time=28ms
Request timed out.
Request timed out.
Request timed out.
Reply from 2607:f8b0:400b:800::2004: time=40ms
Request timed out.
Request timed out.
Reply from 2607:f8b0:400b:800::2004: time=29ms
Reply from 2607:f8b0:400b:800::2004: time=27ms
Request timed out.
Reply from 2607:f8b0:400b:800::2004: time=26ms
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Reply from 2607:f8b0:400b:800::2004: time=38ms
Request timed out.
Reply from 2607:f8b0:400b:800::2004: time=29ms
Request timed out.
Reply from 2607:f8b0:400b:800::2004: time=32ms
Request timed out.
Reply from 2607:f8b0:400b:800::2004: time=27ms
Request timed out.
Reply from 2607:f8b0:400b:800::2004: time=29ms
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Reply from 2607:f8b0:400b:800::2004: time=30ms
Request timed out.
Request timed out.

Ping statistics for 2607:f8b0:400b:800::2004:
Packets: Sent = 50, Received = 27, Lost = 23 (46% loss),
Approximate round trip times in milli-seconds:
Minimum = 9ms, Maximum = 40ms, Average = 21ms

 

Edit 5: Let me know what you think, I will update this post tomorrow after the technician comes to intall my temporary line. I have asked the previous 3 techs to install a temp line but none of them wanted to install the line from 3 houses down because we don't have many trees in the area to hang it from. When I booked the tech that will be showing tomorrow morning I was told they are more "experienced" and should be able to put in a temporary line regardless of whats the area looks like. I am seriously hoping this gets resolved tomorrow because I can not wait over a month for a new cable to get buried. 

Re: Intermittent disconnects - CODA-4582U

@Kryshome your post brings the following comments to mind:

 

Please delete the first hop in your IPV6 trace to google as that is the modem's IP address which shouldn't be published in an open forum.  

 

1.  Lose the amplifier please.  Please remove it completely prior to the technician arriving.  The techs have access to modem signal data thru their wireless laptops, so, before he or she arrives at your home, your signal data will already have been reviewed.  With the amp in place, the signal levels won't appear as they would normally appear for a failing cable.  That undoubtedly clouds the picture, so to speak.  

 

2.  The signal data is missing the OFDM Downstream Overview data.  Can you repost the entire table, from the Downstream Overview line at the top of the table, all the way down to the OFDM/OFDMA Overview.  That data will indicate the presence of the OFDM channel, or lack thereof.  

3.  Looking at the data, it would appear that its shaped in an upside-down U shape, with high losses at both ends of the U.  Its difficult to determine how bad the signal levels are, given the presence of the amplifier. 

 

4.  In general, running an amplifier is usually not required unless you're running several digital tv nextboxes, internet modem and possibly a Home Phone modem as well.  That type of cable layout can require an amplifier, but, that depends on the original signal levels at the cable entrance to the home.  Sometimes a splitter will suffice.  Amps are usually not required as the output of the neighbourhood node is ramped up as the downstream signal frequency increases.  That counteracts the signal loss in the cable system which also increases with frequency.   The end result, at the customer home should be a 0 dBmV signal level across the board.  As the external cable ages, the signal losses, which are present from day one, will increase.  After several years you might end up in a situation where the cables losses cause a loss of service.  I suspect that you're at that point.  In that case, its time for a cable reinstall.  

 

5.  Cable amplifiers can cause packet loss, which is why Rogers uses Antronix amps which have an unamplified port for VOIP use.  That port is also used for internet modem purposes.  So, that port has a 3.5 dB drop from the input port, but, it won't cause packet loss which can be seen thru an amplified port.  The remaining ports on the Antronix amp are amplified.  Amplifiers also hide poor signal conditions, complicating troubleshooting. 

 

6.  Running a temporary cable from three houses down might be a little tricky.  The best path would probably be to run from the pedestal, all the way to the back of the yard where the pedestal is located, then along the fence line, crossing the middle house yards along the fence line, and then up to the demarcation point at the side of your home.  This is a little tricky as the techs don't have permission to traipse thru other yards for this purpose.  There is an easement, typically at the front of the home for cable, power, gas systems etc.  Taking another path requires the permission of the homeowners, so, a word with your neighbours prior to the techs arrival is probably a good idea.  The tech might attempt to run the temp cable thru the front yards, thru trees, over roofs, etc, etc.  I don't think this is a great idea based on previous posts where the cables have been taken out by cars and trucks, sometimes resulting in damage to the homes.  So, a little recce with the tech is a good idea, along with asking for and receiving permission to run the cable across the neighbours yards.  Running along the fence line at the back of the yards will result in a longer cable run, with potential for a signal drop due to the length, but, it might be the least intrusive for the time being.  The tech, and yourself will have to come to some conclusion as to what is possible given your distance from the pedestal. 

 

7.  If you can remove the amp and repost the signal data, I'd be interested in seeing how bad it really is.  Again, please remove the amp so that the tech can see how bad the cable signal levels really are.  

 

8.  With the temporary cable in place, please repost the signal data, just to see what the temporary signal levels look like. 

 

9.  If you've already had two or more techs out to your home, you can ask for a senior tech (real Rogers tech).  If you have problems with this, the moderators can assist in the matter.  

 

As indicated above, please delete the first hop in your IPV6 trace to google as that is the modem's IP address which shouldn't be published in an open forum.  

Re: Intermittent disconnects - CODA-4582U

Kryshome
I plan to stick around

I'm ready to flip out because I typed up a whole response to your post and when I hit post my internet cut out and a draft never got saved so I lost everything I wrote >.<

 

I never run an amp, it is just something i tried when I started experiencing intermittant issues, and have always disconnected it before a tech arrives at my home. Regardless here is an updated signal table, a new traceroute and ping test. The signal seems to be a bit better right now than the level it was sitting at last night which has a low point of I think -22dB or so, but regardless here is the updated information. This is my modem connected directly to the cable drop coming into my home by the way, so I'm eliminating that this has to do with the cables inside my own home. My post originally had more details in it but I guess this will do for now. The tech visit is scheduled in the next few hours so I will see what he says. 

 

Also one other thing, every time I have contacted Rogers and asked for a technician they say they cant control who gets sent out even when I have specifically requested senior techs (after the first few sub contractors did nothing but swap up the connectors on the cable). I have a feeling the technician that is coming today might be a senior tech because I was told they have more "experience" but regardless any phone calls or live chat I have had with Rogers has been an absolute joke. I have already had more explained to me in one post here than they cared to explain to me over the phone or live chat. 

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1645000000256QAM-8.3001535.780
2849000000256QAM-15.300231.915
3855000000256QAM-16.700331.616
4861000000256QAM-17.900430.589
5579000000256QAM-9.300534.926
6585000000256QAM-8.900635.084
7591000000256QAM-8.900735.084
8597000000256QAM-9.100834.926
9603000000256QAM-9.600934.926
10609000000256QAM-9.7001035.084
11615000000256QAM-10.9001134.484
12621000000256QAM-9.9001234.926
13633000000256QAM-9.1001334.926
14639000000256QAM-8.4001435.084
15279000000256QAM-12.900135.084
16651000000256QAM-9.4001635.084
17657000000256QAM-9.9001735.084
18663000000256QAM-10.3001834.926
19669000000256QAM-10.7001934.346
20675000000256QAM-12.0002033.957
21681000000256QAM-12.5002133.834
22687000000256QAM-12.6002233.957
23693000000256QAM-13.2002333.834
24699000000256QAM-12.8002433.957
25705000000256QAM-12.0002533.957
26711000000256QAM-12.5002633.957
27717000000256QAM-11.8002733.957
28723000000256QAM-11.8002833.957
29825000000256QAM-12.9002933.063
30831000000256QAM-13.6003032.676
31837000000256QAM-14.4003132.585
32843000000256QAM-15.3003232.237
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
1NANAYESYESNONA
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
130596000ATDMA - 64QAM37.50036400000
236996000ATDMA - 64QAM38.75046400000
322100000ATDMA - 64QAM37.50013200000
425300000ATDMA - 64QAM39.50023200000
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

 

Tracing route to www.google.com [2607:f8b0:400b:80f::2004]
over a maximum of 30 hops:

1 <1 ms 1 ms 1 ms 
2 13 ms 12 ms 11 ms 2607:f798:804:9f::1
3 18 ms 17 ms 7 ms 2607:f798:10:10ce:0:241:5615:8181
4 10 ms 8 ms 10 ms 2607:f798:10:31d:0:2091:4823:3177
5 25 ms 13 ms 10 ms 2607:f798:10:306::1
6 8 ms 9 ms 9 ms 2001:4860:1:1::b86
7 * * * Request timed out.
8 13 ms 13 ms 22 ms 2001:4860:0:16::1
9 14 ms 10 ms 11 ms 2001:4860:0:16::2
10 12 ms 8 ms 11 ms 2001:4860:0:11d6::1
11 * * 12 ms 2001:4860:0:1::2a5d
12 10 ms 12 ms 8 ms yyz10s14-in-x04.1e100.net [2607:f8b0:400b:80f::2004]

Trace complete.

 

Pinging www.google.com [2607:f8b0:400b:802::2004] with 32 bytes of data:
Reply from 2607:f8b0:400b:802::2004: time=10ms
Reply from 2607:f8b0:400b:802::2004: time=9ms
Reply from 2607:f8b0:400b:802::2004: time=16ms
Reply from 2607:f8b0:400b:802::2004: time=22ms
Reply from 2607:f8b0:400b:802::2004: time=11ms
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Reply from 2607:f8b0:400b:802::2004: time=10ms
Reply from 2607:f8b0:400b:802::2004: time=15ms
Reply from 2607:f8b0:400b:802::2004: time=9ms
Reply from 2607:f8b0:400b:802::2004: time=44ms
Reply from 2607:f8b0:400b:802::2004: time=10ms
Reply from 2607:f8b0:400b:802::2004: time=11ms
Reply from 2607:f8b0:400b:802::2004: time=12ms
Reply from 2607:f8b0:400b:802::2004: time=11ms
Reply from 2607:f8b0:400b:802::2004: time=9ms
Reply from 2607:f8b0:400b:802::2004: time=7ms
Reply from 2607:f8b0:400b:802::2004: time=14ms
Reply from 2607:f8b0:400b:802::2004: time=25ms
Reply from 2607:f8b0:400b:802::2004: time=12ms
Reply from 2607:f8b0:400b:802::2004: time=34ms
Reply from 2607:f8b0:400b:802::2004: time=15ms
Reply from 2607:f8b0:400b:802::2004: time=18ms
Reply from 2607:f8b0:400b:802::2004: time=18ms
Reply from 2607:f8b0:400b:802::2004: time=28ms
Reply from 2607:f8b0:400b:802::2004: time=9ms
Reply from 2607:f8b0:400b:802::2004: time=8ms
Reply from 2607:f8b0:400b:802::2004: time=8ms
Reply from 2607:f8b0:400b:802::2004: time=10ms
Reply from 2607:f8b0:400b:802::2004: time=11ms
Reply from 2607:f8b0:400b:802::2004: time=10ms
Reply from 2607:f8b0:400b:802::2004: time=12ms
Reply from 2607:f8b0:400b:802::2004: time=22ms
Reply from 2607:f8b0:400b:802::2004: time=14ms
Reply from 2607:f8b0:400b:802::2004: time=9ms
Reply from 2607:f8b0:400b:802::2004: time=13ms
Reply from 2607:f8b0:400b:802::2004: time=15ms
Reply from 2607:f8b0:400b:802::2004: time=17ms
Reply from 2607:f8b0:400b:802::2004: time=15ms
Reply from 2607:f8b0:400b:802::2004: time=9ms
Reply from 2607:f8b0:400b:802::2004: time=9ms
Reply from 2607:f8b0:400b:802::2004: time=9ms
Reply from 2607:f8b0:400b:802::2004: time=8ms
Reply from 2607:f8b0:400b:802::2004: time=11ms
Reply from 2607:f8b0:400b:802::2004: time=15ms
Reply from 2607:f8b0:400b:802::2004: time=10ms
Reply from 2607:f8b0:400b:802::2004: time=31ms
Reply from 2607:f8b0:400b:802::2004: time=14ms
Reply from 2607:f8b0:400b:802::2004: time=108ms
Reply from 2607:f8b0:400b:802::2004: time=23ms
Reply from 2607:f8b0:400b:802::2004: time=14ms

Ping statistics for 2607:f8b0:400b:802::2004:
Packets: Sent = 50, Received = 50, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 7ms, Maximum = 108ms, Average = 16ms

 

Edit: I'll also provide the DOCSIS logs if any of this information helps. I'll edit out the mac addresses because I dont think that information is needed regardless. These are errors etc that have occured since the modem reset itself earlier last night. The times are probably off because I believe the modem is currently set to UTC +0 instead of EST:

Time ZoneUTC+00:00 Greenwich Mean Time: Dublin, London, Lisbon

 

No.TimeTypePriorityEvent
105/26/2020 19:50:1984020200warningLost MDD Timeout;CM-MAC=;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
205/26/2020 19:51:5390000000warningMIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=XXXX;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
305/26/2020 19:52:0684020200warningLost MDD Timeout;CM-MAC=XXXX;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
405/26/2020 19:53:4290000000warningMIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=XXXX;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
505/26/2020 20:23:2084020200warningLost MDD Timeout;CM-MAC=XXXX;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
605/26/2020 20:23:3968010300errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XXXX;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
705/27/2020 00:24:1084020200warningLost MDD Timeout;CM-MAC=XXXX;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
805/27/2020 00:24:2582000200criticalNo Ranging Response received - T3 time-out;CM-MAC=XXXX;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
905/27/2020 07:06:2584020200warningLost MDD Timeout;CM-MAC=XXXX;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
1005/27/2020 07:07:0669010100noticeSW Download INIT - Via NMS
1105/27/2020 07:07:2684020200warningLost MDD Timeout;CM-MAC=XXXX;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
1205/27/2020 07:07:3469011100noticeSW download Successful - Via NMS
1305/27/2020 07:09:0890000000warningMIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=XXXX;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
1405/27/2020 13:32:4584020200warningLost MDD Timeout;CM-MAC=XXXX;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
1505/27/2020 13:33:0984000500criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXXX;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
1605/27/2020 13:33:1484020200warningLost MDD Timeout;CM-MAC=XXXX;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
1705/27/2020 13:33:3782000400criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XXXX;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
1805/27/2020 13:34:5182000200criticalNo Ranging Response received - T3 time-out;CM-MAC=XXXX;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
1905/27/2020 13:35:0190000000warningMIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=XXXX;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
2005/27/2020 14:01:4184020200warningLost MDD Timeout;CM-MAC=XXXX;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;

Re: Intermittent disconnects - CODA-4582U

@Kryshome fwiw, if you want to post a long post, type it out in something like Word and when you're ready, just copy and paste into a post.  That's the voice of experience speaking, after numerous lost posts.

 

Your signal levels are a disaster.  That cable should have been replaced long ago.  It appears that the upstream frequencies below 42 MHz are ok, but, we can't  see the signal levels at the CMTS, so, not sure at this point, but, the signal levels on the upstream side aren't out of line for this modem.  The downstream levels are the disaster part.  They should be at 0 dBmV not down to -20 sBmV.   The DOCSIS 3.1 OFDM channel isn't running.  That runs between 295 to 500 MHz, so, looking at the DOCSIS 3.0 data, it would appear that the OFDM frequency range is running so poorly that the OFDM Chanel won't or can't run, so, the modem is running on the upper  DOCSIS 3.0 channels which aren't in great shape either. 

 

So, the tech has some work to do in order to temporarily resolve the problem.

 

Lets see how the tech visit goes today and what the results are.  If there are further problems when it comes to getting a senior tech out to your home, it will be time to get the moderators involved to make that happen.

 

Please repost the signal levels after the tech visit.

Re: Intermittent disconnects - CODA-4582U

Kryshome
I plan to stick around

I figured as much. After the second tech visit I was asking for a cable replacement but it took a month before they decided they needed a burial. The second technician started his visit by saying the cable coming to my house is faulty, 15 minutes later he changed his story and said the line is in good working condition after he realized the tap was 3 houses down (he was originally looking at the bell box that happens to be located on my property and I assume he thought the temp cable would be really easy to do). It's been a long fight with Rogers for the last month and a half but hopefully I will get somewhere today. I have VOIP running via ethernet and any TV I watch is IPTV so this has literally been causing chaos in my household because everything runs through my network. 

Re: Intermittent disconnects - CODA-4582U

Kryshome
I plan to stick around
As of now I have 0 connection. Roger's techs came in (2 of them, not sure of their seniority) essentially told me they cant put in a temp line, my neighbors 2 doors down already have a temp line, and my next door neighbours are split off that temp line too because they have been having issues. They told me they cant do anything with regards to a temp line. Their system shows that I have a pedestal on my property line but that's back when they had analog and it isnt in use anymore and is just used to pull lines now.

I was actually told to swap to bell for the time being, which would still take several days for them to setup until a ground crew can bury the cable. I have called in and am currently waiting on a manager to call me to see what will be done after being placed on hold for 35 minutes then being told they will call me back.

This whole situation is a joke at this point. No temp line, they refused to do anything, atleast they told me the line is damaged 75 feet underground away from the box. I guess when my new neighbours were digging around their front lawn they cut through a line and we lost all internet. Atleast my neighboirs have functioning internet, I'm left with no emergency services with my mother who has alzheimers and wife who dont own cellphones so if anything happens and I'm not home, I guess we are out of luck.

I have lost any patience with Roger's and I dont want to deal with Bell either because it would be days before they installed a service for us, and the old Dsl lines leading into the home were cut by a Roger's tech years ago, and with covid policies they cant enter my home to do any work.

This situation is a mess, my cellphone bill with koodo is larger than I could have ever imagined since this is the only network connectivity I currently have, and now I'm waiting on a so called Roger's manager to give me a call for the last 30 minutes to see what is going to be done about this situation...

I dont even know what to do at this point, there is no quick solution at this point, I'm still paying my monthly fee, and Roger's is laughing all the way to the bank because they essentially have a monopoly on my area until the dsl gets replaced by a full fibre line which wont happen for years either.

Update: its been around 1.5 hours with no call, I called back and they said there is no note nothing that a manager is supposed to call me. On hold again. I'm going to start writing everyone's names down because I want to hold them accountable to the information they give me. I am beyond annoyed with what is being done.

When the techs were here I mentioned possibly running a temp line down the fence they said no because they didnt want to go onto others properties even if I got their permission. I asked if it's possible to run a line from my back door neighbour where we share backyards, so then it would only involve one other person, again they said no. This is a joke to them.

Update: Finally reached a senior tech named Robert, very professional, he is sending out someone to take a look at what can be done today. Everyone else I spoke to on the phone literally asked me what I want them to do because apparently in the technicians notes from today he wrote its IMPOSSIBLE to run a temp line. I can see it's completely possible, it would just take some work to get it done on their part. I am quite frustrated with the 5 or 6 technicians that have come to take a look at my property so far.

Re: Intermittent disconnects - CODA-4582U

Kryshome
I plan to stick around

@Datalink 

 

Ok first things first, I apologise for consecutive posts but for some reason I'm unable to edit my previous messages. 

 

After talking to the two senior technicians that showed up at my house, we were able to figure out there is a signal drop currently happening in the area and the signal at the tap is already at about -4dB. By the time it reaches my home, these are the current signal levels. The previous technicians also absolutely botched the cable box outside my home and there were loose connections, random cable segments that serve no purpose and should have been removed. I am surprised 5 techs looked inside the box and said nothing. It took a senior technician to figure out these issues, my signal has improved dramatically. If I had a key to the cable box I would have been able to fix that myself. Is there even a purpose to these cable boxes having a key when filters are no longer used on these digital signals? 

 

Apart from this, I am still experiencing serious internet drops and my service is almost unusable. Although ever so slightly more stable I'll chalk this up as an area issue at the time being. I am going to follow up with another call as I have the case number for the area and want to see if anything is being done. The intermittant issues have been happening for nearly a week straight at this point, sometimes worse, sometimes better. 

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1603000000256QAM-7.200935.595
2849000000256QAM-9.900233.377
3855000000256QAM-12.400332.676
4861000000256QAM-12.600432.676
5579000000256QAM-6.000535.595
6585000000256QAM-6.800635.595
7591000000256QAM-6.300735.595
8597000000256QAM-5.900835.595
9279000000256QAM-11.400135.595
10609000000256QAM-6.6001035.780
11615000000256QAM-6.3001135.780
12621000000256QAM-6.8001235.595
13633000000256QAM-5.6001335.780
14639000000256QAM-5.7001435.595
15645000000256QAM-5.1001535.780
16651000000256QAM-5.8001635.595
17657000000256QAM-6.4001735.595
18663000000256QAM-6.7001835.595
19669000000256QAM-7.3001935.084
20675000000256QAM-7.0002035.084
21681000000256QAM-8.3002135.084
22687000000256QAM-9.4002234.484
23693000000256QAM-9.5002334.484
24699000000256QAM-9.9002434.484
25705000000256QAM-9.9002534.484
26711000000256QAM-8.5002634.926
27717000000256QAM-8.5002734.926
28723000000256QAM-9.6002834.346
29825000000256QAM-9.4002933.487
30831000000256QAM-9.4003033.377
31837000000256QAM-9.3003133.487
32843000000256QAM-9.4003233.487
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
1NANANONONONA
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
136996000ATDMA - 64QAM39.25046400000
222100000ATDMA - 64QAM37.50013200000
330596000ATDMA - 64QAM37.25036400000
425300000ATDMA - 64QAM39.25023200000
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

 

Edit: My case file has gotten so huge at this point chat agents are having a tough time tracking what was promised. I had to fight to get a credit placed on my account that I was supposed to have applied earlier in the week. Atleast the problems are getting well documented at this point.

Re: Intermittent disconnects - CODA-4582U

@Kryshome no need to apologize.  After three hours the posts are locked so it requires a moderator to make any changes, if necessary.  

 

So, at least with the ticket number you can call in to see what progress is being made.  I'd probably call in once a week just to check on that progress. 

 

Just to note, the modem isn't running the downstream DOCSIS 3.1 OFDM channel, which is primarily used for downstream data.  That indicates that the modem can't use the lowest QAM level available which is 64 QAM.  So, the modem bails out of the OFDM channel and uses the upper DOCSIS 3.0 channels, which aren't in great shape.  Fwiw, with adequate signal levels, the performance of the modem in DOCSIS 3.0 mode is very good, and should match the download rates seen with the OFDM channel running.  The typical QAM level for this modem is 1024.  Unfortunately that data isn't shown in the user interface, but, tech support has access to the OFDM signal data. 

 

So, you're making headway, but, it looks like its going to be painful until the maintenance crew finds out what is causing the signal drop enroute to the local tap.  Sorry to say, there doesn't appear to be any easy solution here.  Is the cable replacement and burial still scheduled?

Re: Intermittent disconnects - CODA-4582U

Kryshome
I plan to stick around

@Datalink

 

As far as im concerned the cable burial is still scheduled but that wont happen for atleast another month or two but I hope when it does it will fix most problems. The senior techs came in and told me the line coming to my home seems to be in good working condition, maybe the problem is still further upstream? Either way I would like the cable replacement to happen  considering the line is 20+ years old and I can see several neighbours have temp lines running already meaning the underlying infrastructure is probably degrading. 

 

Regardless, even with a low signal I seem to be in spec on most channels. Is there any reason I get these intermittant disconnects? Is my modem trying to constantly switch between DOCSIS 3.1 and 3.0 causing my internet to drop during this time over and over and over? My problems seem to have been magnified ever since I replaced my old gigabit CGN3 modem for the CODA 4582. My download speeds when my internet are up reach 950 Mb/s so I have no speed issue when its operating, its just constant disconnects then reconnects, which to be fair is probably worse than it not working at all at this point because I cant get anything done online. 

 

Two questions at this point, my firmware on the CODA is at 2.0.10.36T8, yet 2.0.10.36T6 should be the most up to date firmware. Did my modem get flashed with some faulty firmware that has been causing a majority of my issues lately? Can I manually roll this back or do I need to contact support livechat or call a tech to manually do it? 

 

Second question, is it possible to go to a rogers outlet/store and replace my modem for the older CGN3 which I believe only has DOCSIS 3.0? Would this potentially help alleviate any issues I am having with the intermittant disconnects? 

 

I'm currently testing bridged mode and although I had promising results for about 5 minutes, the drops started happening again. Going to swap back and try factory resetting my modem to see if I can improve anything. 

 

Edit: So I noticed in my above post I was running the T6 firmware but I did a factory reset to see if any issues could be resolved with possible setting blunders. Whats with the T8, did an update get botched or did something get released without documentation? 

Re: Intermittent disconnects - CODA-4582U

Kryshome
I plan to stick around

Ok so I was speaking to live support and had them run a signal check while I was experiencing bad signal drops so they could document it. Apparently new modem firmware was rolled out this week and patch notes were not yet released. 

 

Apparently there is a maintenance crew that is supposed to "solve" my issue on June 3rd. I'm a little confused as to what the maintenance crew will do because as far as I have been told none of my neighbours have issues right now and its only me. The burial is still scheduled and they have yet to apply for permits so these two are not related. Any idea what a maintenance crew will do to alleviate a problem only I am experiencing at this point ? 

 

Edit: Waiting another week for a "potential solution" to this problem is just disgusting to say the least. Internet wont remain stable for more than 2 minutes at a time at most now and it has actually been offline more than it has been online for all of today. Is there a way Rogers can atleast supply me with an extra cell phone I can use as a temporary hotspot, and as an emergency phone line. I am unable to be home all the time and if anything happens to my wife or mother and they don't have access to an emergency line, who knows what can happen. I don't feel comfortable leaving my home because my wife doesnt drive and relies on the home phone. I am seriously regretting getting a VOIP service but I never thought the internet would have this many issues when I got it. 

Re: Intermittent disconnects - CODA-4582U

@Kryshome I can't help with the cell phone issue.  Thats something that you would have to address with the moderators.  You can send them a message at @CommunityHelps.  Follow that link and use the link on the next page to "Send this user a private message".  That will take you to the message composition page.  Fill in the details and subject or title and hit send when complete.  When you're logged into the forum, watch for a number overlaying your avatar at the top right hand of the page.  That avatar is also a link to your profile and message inbox/outbox.  Follow that avatar link down to the message inbox to see any response from the moderators.  

 

Fwiw, just a suggestion, start a notepad file and store it somewhere handy.  Whenever you log into the modem for any reason, copy the signal data from the DOCSIS WAN tab, paste that into the Notepad file and add a time and date.  Save the file as you add additional data.  With that file on hand, you can look back in time to see where those signal levels go, if and when they move.  Over time, they should be very stable and running within normal specs. 

Re: Intermittent disconnects - CODA-4582U

Kryshome
I plan to stick around
So today a maintenance crew got dispatched after I had the case escalated and it looks like they fixed the low signal for the neighbourhood. Unfortunately I am still getting intermittant drops hundreds of times a day and the last remaining piece of equipment that requires changing is the underground cable running to my home. My case got escalated to OOTP and there is another senior tech that will come in monday to see if they can help run a temp line. I have suggested multiple ways to run one and they agree although inconvenient it is not impossible as the previous technicians have said so they will look into that monday. The easiest way to split off my neighbours line but my neighbours line is actually split off their neighbours line and Roger's doesnt want to run 3 homes off one temp line. I'll suggest they make a second temp line leading directly to my neighbours and then hopefully I can split off that one.

It just pisses me off that the techs that came in refused to run a temp for me because its "impossible". If I had a spare roll of coax I would have run my own line directly to my home and just ask them to connect it because I . well know I would be able to do it multiple ways where it wouldn't pose a tripping hazard and would easily be high enough it wouldn't pose a risk of being ripped down.

I am also looking to improve my signal to noise ratio by eliminating any possible electrical interference but as of this moment I still get hit with drops in service and mass packet loss all while my modem remains "connected" to Rogers.

Hopefully come monday I get my problems resolved, I have personally gone through so many phone calls and have had to jump through so many hoops at this point that my the end of the day I feel like I need to drink a case of beer just to de-stress. I think the thing I hate most is when I speak to techs on the phone and I tell them to transfer me to a manager they still insist on me "restarting" my modem and doing all the basic troubleshooting steps I have done a million times over.

Re: Intermittent disconnects - CODA-4582U

Point to remember, contract techs will sometimes but not always, leave the hard to solve cases to Rogers, without stating to you that you should be able to call tech support looking for a solution to the problem.  That puts customers in a position of having to chase the company for support when a knowledgeable tech, given the impetus, can provide a temporary solution.  

 

When a tech rolls up to your door, he or she is usually driving a van in Rogers corporate logos and colors, when in fact the tech is a contract tech.  Customers for the most part don't know that there are contract techs and Rogers techs.  So, after no success with the contractor techs, customers are usually peeved by this point, and so, the chase begins.  Sorry that its gotten to this point, but, you're not the first and won't be the last 😞

 

Fwiw, to access the external enclosure, a hex wrench like these will work.  Its not an exact fit from what I've seen but it works:

 

https://www.amazon.ca/s?k=hex+can+wrench

 

One thing that you can to is check the external ground cable that runs out to the electrical box clamp.  That ground cable might need cleaning if its heavily corroded.  The techs should have checked that cable both inside the enclosure and outside and cleaned it or cut the ends off to uncover clean copper cabling.  Poor cable grounds can also cause issues. 

 

Inside the enclosure should be the cable end from the local tap, a cable ground block and the start of the cable run which heads inside the home.  That's it, so its pretty simple.  Basically the techs should ensure that the cable ends are clean copper, that the ground block is in good condition and that the ground block grounding wire is clean at both ends.   

 

Hopefully the tech will run a temporary cable for you.  In your neighbourhood do you have back alleys behind the property line, or is it just back yard to back yard, with a dividing fence?  For long runs, ISPs use RG-11 cabling instead of RG-6.  

 

https://blog.solidsignal.com/tutorials/better-rg59-rg6-rg11-cable/

 

Assuming that the tech has RG-11 cabling on the van, that would probably be the better choice if you're looking at a very long run around a couple of neighbours yards. 

Re: Intermittent disconnects - CODA-4582U

Kryshome
I plan to stick around
Thanks for the information. Yeah the cable box is nothing special. I was testing the shortest run possible from the box to my modem, no splitters etc and I can see most of my channels are in spec and close to 0dB on the down side but some are just -8dB and I could see other channels starting to drop too. The gap in the channels is getting bigger and although everything is technically within spec I'm sure that's why I keep dropping service. I noticed when it rains the problem gets worse so at this point I'm inclined to believe there is exposure underground shorting out and that is likely the reason my neighbours have temp lines running too. I find it odd all 3 cables fail at the same time so I'll just say I believe someone probably did some gardening and damaged a run of coax cables. Regardless they are probably 20+ years old so it wont hurt replacing.

I'll talk to my neighbours this weekend to let them know we might need access to their properties to run a temp cable, I'm sure they wont mind because I expedited the cable burial case as much as possible so when they come to bury mine I'm sure theirs will get buried as well. Otherwise they would probably be waiting months for a crew to come in and this way all the cables get cleaned up much quicker.

Re: Intermittent disconnects - CODA-4582U

Kryshome
I plan to stick around

@Datalink

 

So today I was told there is definately nothing wrong with the line coming to my house apart from a low signal, so they will recommend to give me RG11 when they bury it to avoid any unecessary signal loss. 

 

Apart from this I asked him so what is causing the intermittant issues? He said everything from the tap to my home looks ok, so he is guessing something must be up at the CMTS. When it was super hot last week or whenever it rained my intermittant disconnects became really bad to the point I was averaging 80+% packet loss. There was a maintenance crew that came and checked on all the taps on my street and left, I actually have no idea where the CMTS is for my community, I see several boxes but they all seem to be too far to be the ones that are connected to my home. What do I do in this case? Do I keep bugging them to check the CMTS because as far as im concerned the tech told me he was getting alot of calls to my area meaning others must be having similar issues. I have had several techs come and tell me the line running to my home has 0 issues. 

 

This problem is starting to annoy me more and more. Hopefully the fact it got elevated to OOTP something gets resolved quick, because I'm seriously ripping my hair out at this point. Techs are only responsible for the connection from the tap to the home then maintenance is responsible for the rest of the infrastructure. Its like these departments have 0 communication. Its honestly killing me just thinking about calling Rogers over and over because thats the last thing I am trying to waste my time on right now. Already spent far too many hours on the phone with them.

Re: Intermittent disconnects - CODA-4582U

@Kryshome just to lay this out:

 

1.  The local tap will provide service to 6 or 8 (?) homes in the immediate vicinity of the pedestal.

2.  The neighbourhood node, to which the local taps are connected, will service 500, 1000 or 1500 homes from what I understand.  I believe that the Rogers target is 500 homes, but, Rogers has been installing equipment further downstream into the neighbourhoods, so that number could be under 500 homes per neighbourhood node. 

3.  The Cable Modem Termination System will service several neighbourhood nodes.  How many?  Don't know, but it will be a fairly  big number, so each CMTS will service several thousand homes.  

 

The cable path will look something like:

 

1.  Modem to splitter:  RG-6 cable

2.  Splitter to external Rogers enclosure:  RG-6 cable

3.  Rogers enclosure to local tap:  RG-6 cable

4.  Local tap to neighbourhood node:  Hard Cable

5.  Neighbouhood node to CMTS:  Fibre Optic

 

Fwiw, there is always the possibility of amps and/or equilizers between the local tap and neighbourhood node.  Each cable run will be unique in its configuration, just depends on the run length and number of customers.  

 

Typically if there is a problem, that problem is in the external cable run from the external enclosure outside of the home to the local tap.  There is always the possibility of an issue between the local tap and the neighbourhood node.  That possibility shouldn't be overlooked.  

 

If there was a problem in the cable run from the neighbouhood node to the local tap there would be a great many complaints along your street.  

 

If there was a problem between the neighbourhood node to the CMTS which typically runs via fibre, then your entire neighbourhood would be affected.  Rogers would most certainly hear about it.  

 

In order to quantify the losses, you can run a ping test to the CMTS.  To do that, bring up a command prompt and type in:

 

tracert -4 www.google.ca           (or any other web site, it doesn't matter what you choose)

 

When the trace is complete, take note of the second IP address in the list.  With the modem in Gateway mode the first IP address will be the modem.  The second IP address is the CMTS.  With an ethernet connected pc or laptop, ping the CMTS and let it run for several hours.   

 

Here's a ping test for a 1 hour test run.  Type in:

 

ping -n 3600 xxx.xxx.xxx.xxx        where xxx.xxx.xxx.xxx is that second hop IP address

 

That will run for 1 hour and terminate.  When that is complete, right click on the top title bar of the command prompt, select Edit .... Select All.  Right click on the top title bar again and select Edit .... Copy.  Paste that into a text editor of some type, and then copy the bottom results.  Please paste that into a post, just to see what the typical losses are.  

 

Ignore any high pings that you see.  Thats due to an internal modem timing issue that only affect ping times between the modem and the CMTS.  There is no affect on a ping test to a target beyond the CMTS.  

 

To run a ping test without any ping limit, use:

 

ping -t xxx.xxx.xxx.xxx

 

Use Ctrl C to exit the test and show the results.  

 

To run a 24 hour ping test, use:

 

ping -n 86400 xxx.xxx.xxx.xxx

 

Running ping tests at this point will establish a record that you can use a baseline and it will allow you to compare the pre and post cable install results.  Running the same tests after the cable install will help to determine if there are other issues further upstream, beyond the local tap.  

 

If necessary I'll get you to run ping tests to the DNS and possibly run TCP/IP ping tests. 

Re: Intermittent disconnects - CODA-4582U

Aminamir
I've been here awhile

HITRON CODA-4582U drop internet Connection

 

Worst experience ever my internet connection drop if weather gets bad ... complain so many time but no luck my kids have online school and they get disconnect from net funny is swap modem two time three tech visit one is high level tech then engineer watch they said nothing wrong when I talk to tech over phone they says yes I can see dropping Connection but no solution I disconnect Rogers Account but they call me I get again because my kids school but my problem is still there ..... net speed should be 1000mbs but it's very slow too when kids are online for school on zoom cant trun ON cam because of net speed and every day when bad weather disconnect net I am not home that time only solutions we have disconnect modem trun then work ok ...sick of its service talk to managers two time ..I will have to call again next week if this keep happening

Re: Intermittent disconnects - CODA-4582U

Hello, @Aminamir

 

Welcome to the Rogers Community Forums!

 

I know how important it is to have a consistent and fast internet connection especially these days when everyone is working from home due to COVID19.

 

We'd like to take a closer look at this for you and review the notes on your file and from the technicians to ensure we aren't repeating or missing any important steps. Please send a private message to @CommunityHelps so we can get started.

 

Not familiar with our private messaging system? No worries, Click Here.

 

RogersTony