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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

Hello and welcome to our Community @ansred!

 

I'd like to run some tests on your connection and check into the history of this issue for you.

 

Please PM us @CommunityHelps. If you're not familiar with our PMing process, you can find instructions here.

 

Regards,

RogersCorey

Re: Intermittent disconnects - CODA-4582U

ansred
I plan to stick around
Thanks.

Done.

Sent PM.

Re: Intermittent disconnects - CODA-4582U

stuhome
I plan to stick around

Hi all, 

This certainly looks like exactly the same issue I am getting here in Pickering since about June 2020.

I have had numerous techs out - in fact I have another tech (#13) arriving tomorrow (Saturday, between 8-10am) to do I don't know what on the line, normally all they do is moan about the area saying the area is notorious for noise and replace the cable ends and leave.

I have had the line from the tap to the house replaced, the line from the box on the wall that goes straight in to the back of the modem replaced, I have replaced the CAT6 cable between the modem and my router.  I even went as far as replacing the router after numerously being told it's nothing our end, it must be yours.  That made of course no difference, so I sent it back.   I've just now moved the modem out of my UPS and direct in the wall.

 

I have been running PingLogger since last Saturday and have all the logs prepared showing the horrific interrupts and outages for the past week.

Ping is on vertical axisPing is on vertical axis

Pic link here -> Ping graph 

 

 

I would certainly love a second opinion on my signal levels:

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1615000000QAM2563.7001138.983
2603000000QAM2563.700938.605
3609000000QAM2563.7001038.983
4597000000QAM2563.900838.983
5279000000QAM2560.200138.605
6579000000QAM2563.299538.605
7585000000QAM2563.799638.983
8591000000QAM2564.199738.983
9621000000QAM2563.5001238.983
10633000000QAM2563.0001338.983
11639000000QAM2563.5001438.605
12645000000QAM2563.5991538.605
13651000000QAM2563.7001638.983
14657000000QAM2563.7991738.983
15663000000QAM2563.5991838.605
16669000000QAM2563.7001938.605
17675000000QAM2563.9002038.983
18681000000QAM2564.0002138.983
19687000000QAM2564.0992238.605
20693000000QAM2563.9002338.605
21699000000QAM2563.9002438.605
22705000000QAM2564.0002538.983
23711000000QAM2564.0002638.605
24717000000QAM2563.5002738.605
25723000000QAM2563.7002838.605
26825000000QAM2563.5002938.605
27831000000QAM2563.7003038.605
28837000000QAM2563.4003137.636
29843000000QAM2563.2003237.636
30849000000QAM2563.500237.636
31855000000QAM2563.099338.605
32861000000QAM2563.000438.605
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES1.700001
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
13870000064QAM44.77086400000
22110000064QAM43.76053200000
33230000064QAM44.77076400000
42590000064QAM44.52066400000
50QAM_NONE----1600000
60QAM_NONE----1600000
70QAM_NONE----1600000
80QAM_NONE----1600000
OFDM/OFDMA Overview
Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size
0OPERATE0.195411.27239.600050.531542.75002K
1DISABLED0.00000.00000.00000.00000.00002K

 

 

Any advice would be most appreciated or if you need any additional info, I can happily provide.

 

Thanks

 

Re: Intermittent disconnects - CODA-4582U

gcraven
I've been here awhile
I ended up switching to their ignite service which uses a different model modem and the issue is gone.

Re: Intermittent disconnects - CODA-4582U

stuhome
I plan to stick around

Follow up from this mornings tech visit.  Couldn't find anything wrong, kept blaming my home network, disconnected the router and hard wired his laptop direct to the modem and turned his laptop to me to show a speedtest in progress at 49mbit/sec and said look its fine, to which I said sure if you have a 50mbit connection, except I have Gigabit.... "oh".  Ill raise an M1 ticket then and left.

 

I dont know what he did in the garden but I just checked my signal levels and the signal strength has doubled, and now the OFDM now shows RNG3?

 

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1639000000QAM2565.9001438.605
2633000000QAM2565.5001338.983
3621000000QAM2566.0001238.983
4645000000QAM2566.0991538.605
5597000000QAM2566.900838.605
6603000000QAM2566.599938.605
7609000000QAM2566.5001038.983
8615000000QAM2566.1991138.605
9279000000QAM2563.000138.605
10579000000QAM2566.400538.605
11585000000QAM2566.900638.605
12591000000QAM2567.199738.605
13651000000QAM2566.1991638.983
14657000000QAM2566.0991738.983
15663000000QAM2566.0001838.983
16669000000QAM2566.3001938.983
17675000000QAM2566.5002038.983
18681000000QAM2566.6992138.983
19687000000QAM2566.5992238.605
20693000000QAM2566.5002338.605
21699000000QAM2566.5002438.605
22705000000QAM2566.5002538.983
23711000000QAM2566.5992638.605
24717000000QAM2566.1992738.605
25723000000QAM2566.5002838.605
26825000000QAM2566.4002938.605
27831000000QAM2566.5003038.605
28837000000QAM2566.1993138.605
29843000000QAM2566.0003237.636
30849000000QAM2566.099238.983
31855000000QAM2565.900338.605
32861000000QAM2565.900437.636
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES4.099998
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
12590000064QAM41.77066400000
23870000064QAM43.02086400000
33230000064QAM43.02076400000
42110000064QAM41.51053200000
50QAM_NONE----1600000
60QAM_NONE----1600000
70QAM_NONE----1600000
80QAM_NONE----1600000
OFDM/OFDMA Overview
Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size
0RNG30.065320.79799.600036.781529.00002K
1DISABLED0.00000.00000.00000.00000.00002K

Re: Intermittent disconnects - CODA-4582U

giga1
I'm here a lot

hi!

 

for the last 6 months (maybe longer) i keep on getting intermittent disconnects on my gigabit connection. When this happens, internet connection goes down, it can last anywhere from 10 seconds to a few minutes, it can repeat multiple times.

My cable modem is CODA-4582U and during one of these outages i logged into Coda web-interface and from Diagnostics menu i tried to ping Google DNS server 8.8.8.8. It returned:
4 packets transmitted, 0 packets received, 100% packet loss.

This confirms what i'm seeing from wired computers, internet connection is down at cable modem (or upstream) level.

i called Rogers support at least 10 times, no resolution so far. Every time ticket gets closed without being fixed.

had one technician coming to my house, he reported noise on the lines, management software not being able to connect to multiple cable modems in my neighborhood. Still nothing was done.

This issue is very frustrating as my daughter does on-line classes and both my wife and myself work from home.

 

is there anything that can be done to resolve this issue?

Re: Intermittent disconnects - CODA-4582U

I keep on getting the same answer as you nothing is wrong.. but when the technician comes out here finds noise in our buildings cable lines / panels / area with still no fix can’t get a clear answer from them it’s so sad

Re: Intermittent disconnects - CODA-4582U

ansred
I plan to stick around

What is the Modem Model you got? 

Can you request that without changing anything in your current contract? 

Re: Intermittent disconnects - CODA-4582U

stuhome
I plan to stick around

All of everything above you have said is EXACTLY the same as what I have and am getting.  

Are you in bridge mode like me?

Re: Intermittent disconnects - CODA-4582U

giga1
I'm here a lot

Thank you for your replies.

my cable modem info:

Hardware Version2A
Software Version7.1.1.33

had cable modem in bridge mode with ASUS router as gateway and wi-fi, tons of issues

changed it to gateway mode with my ASUS router as an wi-fi access point: same issues. This issue does not appear to be related to how cable modem is setup, bridge mode or gateway. 
Wired connections as well as cable modem web interface report same issue: cable modem is disconnected from upstream.

Re: Intermittent disconnects - CODA-4582U

stuhome
I plan to stick around

Just thought for fun I would run a speed test in private mode .

http://www.speedtest.net/result/10851668816

Something is very wrong.  Ping 214ms, Download 367.04, Upload 24.82

I've also noticed that I can no longer log in to my modem on 192.168.100.1 to provide the hw/sw details ...

My ping logs are also getting far worse.  https://prnt.sc/xz78wv

pinglogger.png

 

Edit:  Rebooted the modem and can reconnect to it.

Hardware Version2A
Software Version7.1.1.33

 

Im pretty sure this in the logs isn't right either

No.TimeTypePriorityEvent
101/31/2021 02:00:1882000200CriticalNo Ranging Response received - T3 time-out;CM-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.1;
201/31/2021 04:49:4482001200WarningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.1;
301/31/2021 07:58:1782000200CriticalNo Ranging Response received - T3 time-out;CM-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.1;
401/31/2021 17:27:3382001200WarningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.1;
501/31/2021 18:19:5282000200CriticalNo Ranging Response received - T3 time-out;CM-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.1;
601/31/2021 21:13:3282001200WarningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.1;
701/31/2021 22:28:1282000200CriticalNo Ranging Response received - T3 time-out;CM-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.1;
801/31/2021 23:53:5482001200WarningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.1;
902/01/2021 00:44:3566030111AlertCM Certificate Error;CM-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.1;
1002/01/2021 01:37:2482001200WarningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.1;
1102/01/2021 01:47:0482000200CriticalNo Ranging Response received - T3 time-out;CM-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.1;
1202/01/2021 07:32:3582001200WarningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.1;
1302/01/2021 12:03:4982000200CriticalNo Ranging Response received - T3 time-out;CM-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.1;
1402/01/2021 12:42:1582001200WarningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.1;
1502/01/2021 13:04:0482000200CriticalNo Ranging Response received - T3 time-out;CM-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.1;

Re: Intermittent disconnects - CODA-4582U

MrJames
I plan to stick around

Piling on here.

Same modem, same set up here in Ottawa, same issue. Random disconnects.

 

Today the tech told me my service only supports a max of 16 devices, even if they are low bandwidth, we are at about 20. Claims that could cause the modem to disconnect.

I think I'm paying for bandwidth not devices and the devices are connected to my 3rd party router, not their modem so I suspect they can't even tell anyway. Solution suggested by the tech: upgrade to 1GB Ignite because they have a sale.

Trying in other forums to get Rogers to verify if there is a hard cap on devices or not.

I firmly believe from all the work everyone has done here that it is the modem model.

Re: Intermittent disconnects - CODA-4582U

I absolutely, in no uncertain terms, disagree with the idea of modem device limit. That might be true if all devices are bandwidth hogs or if just maybe Intel, Hitron or Rogers totally mucked up the DHCP server.  I don't believe that's the case.  The current problem appears to the use of DOCSIS 3.1 upstream as seen by an active OFDMA channel at the bottom of the modems signal data.  Anecdotal evidence by way of numerous continuing complaints points to this as the cause of the problem.  It's either a noise issue in the lower 50 MHz band of the cable frequencies or Intel has once again mucked up Puma chipset design.  It wouldn't be the first time.

 

The Office of the President refuses to discuss technical details, the engineers and forum moderators  are radio silent on this issue and the field techs are running around replacing modems and cables.  It would appear that tech support is attempting to upsell customers.  Personal opinion, everyone who is pitched an upsell deal should complain to the CRTC and the CRTC should tell Rogers to fix the problem even if that means replacing the Hitron CODA-4582 or Arris TG3482 (XB6) with the Technicolor CGM4140COM (XB6) or new Technicolor XB7 version.  That should be done at no cost to the customers.

Re: Intermittent disconnects - CODA-4582U

ansred
I plan to stick around

That was a good test on your end @

 

I did the same thing, and I was able to replicate the issue.

 

I couldn't connect to the modem until I had to reboot it.

 

I messaged Rogers and they found an issue on their network, they opened a ticket for me and escalated that ticket to their network team.

 

Advice, don't ask for help from customer service over the phone or chat, they won't help with whatever system they use.

 

 

Re: Intermittent disconnects - CODA-4582U

MrJames
I plan to stick around

Thanks, I think I will just request a new modem and see what happens. The tech did mention sending me a new modem during the conversation.

Re: Intermittent disconnects - CODA-4582U

ansred
I plan to stick around

Yes, I have requested to send me a new one as well after long calls with them.

Let me know how it goes with your new modem

 

Hopefully, it's new and not refurbished.

Re: Intermittent disconnects - CODA-4582U

@ansred just to point out, if you replace a 4582 with another 4582 and the problem is caused by noise in the external cable system, you won't be any further ahead.  Hate to say this but, just pointing it out. 

Re: Intermittent disconnects - CODA-4582U

ansred
I plan to stick around
@Datalink you are 100% correct.
However, I am trying to troubleshoot that issue that support they don’t want to spend the time to do so.

With that, I am eliminating the issue to isolate it on the upstream network.

I will keep you poster guys, I got my new replacement today

Re: Intermittent disconnects - CODA-4582U

augmentium
I plan to stick around
@stuhome

I’m having the same issue. Similar setup with bridged ASUS router. What IP address are you pinging?

Re: Intermittent disconnects - CODA-4582U

augmentium
I plan to stick around

@Datalink 

 

Hopefully you can help me with intermittent disconnects.  I have 1GB down (not ignite) 4582U mode bridged to Asus AC3100 router.  The last few weeks there have been random disconnects, lights on router & modem don't change, then it usually connects by itself.  Today the wifi speed was very slow until router reboot.  Tech support said signals to the modem were fine.  I have the following modem logs from today, but don't know how to decipher them, if you could help that'd be great.  

 

Screen Shot 2021-02-03 at 3.44.58 PM.png

 

4D314100-E031-449C-9602-3A05E4D3D80D_1_201_a.jpegDA734276-AE27-4FDC-A1A6-888376A05DCE_1_201_a.jpeg

Re: Intermittent disconnects - CODA-4582U

@augmentium there are two data sets in the signal data, DOCSIS 3.0 and 3.1.  Although both are present, the modem should be using DOCSIS 3.1 for the most part.  

 

The first DOCSIS 3.0 downstream channels (1 to 32) all have low signal levels, survivable, but low.  The signal to noise ratios are ok.  

 

The DOCSIS 3.0 upstream levels seen in the Upstream overview are all a little higher than normal, which is a 36 to 40 dBmV range.  So, their just a little above the upper range and that's fine. 

 

The OFDM Downstream level is probably low, given the fact that the DOCSIS 3.0 levels that surround the OFDM channel are all low.  That shouldn't be a big issue, if at all. 

 

There is an upstream OFDMA channel running as seen in the bottom OFDM/OFDMA Overview.  If you read thru this thread and the following thread:

 

https://communityforums.rogers.com/t5/Internet/Internet-Keeps-Dropping/m-p/476161#M65514

 

.... you will see that a good number of customers who have an upstream OFDMA channel running are now experiencing disconnects, in some cases, several times a day.  Rogers is radio silent on this issue, from the Office of the President all the way down to the forum moderators.  Tech support doesn't appear to have a clue and as a result the field techs are running around replacing modems and cables, to no avail.  There's a bigger issue afoot but no one from Rogers is saying anything at the present time.  

 

The OFDM downstream channel has been running since March 2017 and appears to be stable in use.  The OFDMA channel is now being enabled by Rogers on a area by area or CMTS by CMTS basis.  Their roughly equivalent, so, as more customer modems have the OFDMA channel enabled, a growing number of customers are experiencing service drop outs.