Intermittent disconnects - CODA-4582U

[OttawaDave1]

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***

[augmentium]

@Datalink

Thanks for your reply. Is there anything I can ask Rogers to do to improve the signals? Is my upstream ODFMA signal showing a problem?

Regarding ODFMA, is this an issue with the Ignite modems? If not, maybe Rogers isn’t dealing with it because they want us to move to Ignite. I’ve been getting pressure from them for a couple of years.

[ansred]

Yeah, I agree.

I got a new replacement modem and got a new IP address after it was registered.

Same issue same issue!

It's really frustrating.

Now they are saying there is a ticket open for 5 days of work to investigate!

[Suoh]

I've been having intermittent disconnects throughout the day for a good 3 months now. Switched out everything including getting a new modem, stopped using my external router, and changed the ethernet cable as well as the coaxial cable.  I've called Rogers at least 15 times in the past two months and they keep saying they don't see any disconnects and anything wrong. I have no idea what to do right now about the situation and it's disgustingly annoying. 

[ansred]

I have already two tickets open with them, and I did exactly the same you did. changed everything.

I think it's time to change ISP soon. 

[giga1]

some additional information: had 2 technicians at my house, both reported noise on the line, both opened internal Rogers tickets for other teams to inspect/fix lines. Both these tickets were closed because when measurements were done they found signals good. I guess some Rogers employees do not understand the meaning of "intermittent disconnects" 🙂
after another call with Rogers support, i insisted on trying something and they agreed to replace my cable modem. They will send me a replacement, same CODA-4582U model. will update how it's working after switch

[ansred]

I am sorry, but it won't work and it won't change anything.

I did the same and got my replacement last week. Same issue

[giga1]

i expect not to help but Rogers has to eliminate all possibilities. if cable modem replacement doesn't help then lines upstream are the only possible suspect. will update after new modem is installed

[MrJames]

@ansred 

Got the Gen2 Gateway Ignite modem today.

Ordered on Saturday. Shipped Sunday. Arrived in Ottawa noon Monday.

[ansred]

Is it the same modem model? CODA-4582U?

[giga1]

i got my replacement CODA-4582U installed (same model)

issue is NOT fixed, just got a 7 min outage starting at 11:36 AM EST

what's really interesting is that at outage time, on my work laptop i was having a Teams call (with Screen Sharing) and this continued uninterrupted. Cisco VPN client (in the background) disconnected and was trying to reconnect.

from my personal computer, i logged as cusadmin into cable modem web-interface and tried to ping Google DNS server 8.8.8.8. Result: 100% packet loss

But my Teams call continues uninterrupted, Teams chat was not working!!!

My conclusion:
UDP traffic  (used by Teams calls) is NOT impacted by these outages
ICMP (pings) and TCP traffic (including Teams chat) stops

will call Rogers support and see what's next

[giga1]

a few days ago it was really-really bad with these disconnects, almost every hour, 6-7 min down.

called again Rogers support and they mentioned a wider outage in my area. Fixing that took almost whole day.

after this repair things are working way better. there still are disconnects but these last a few seconds and i never notice them. a script i have running on a server checks every 5 seconds and logs internet disconnects, based on this i know there still are some minor issues but i can live with these.

for other users still facing this issue: if you have cable modem on bridge mode, change it to gateway. It doesn't fix the issue but at least you can ping 8.8.8.8 from cable modem web interface and show Rogers support that cable modem is disconnected when outage occurs. it pinpoints to Rogers device or upstream cable infrastructure.

[MrJames]

I received the new technicolour modem as part of upgrading to the new Ignite.

Zero problems since.

[AP7]

Hi there,

Help pls .. Home internet doprs/Flaps every few hours .. Coda modem has errors on DOCSIS Events. I hope to get some help here. i have had Rogers highspeed internet 1gbps since we few years and it has worked perfect. however since last March 2020, internet has been really bad. it disconnects multiple times a day, and sometime also needs router restart. Endless tickets with Rogers, 4-5 tech visits, cable replaced, splitter replaced, Coda modem replaced but no vain. it got a little better but still flaps a few times a day. sometime multiple times in an hour. i normally attend important online meetings on LTE to avoid being dropped of home internet.

here are my coda modem stats and DOCSIS .. any expert help would be highly appreciated.

note - i always see following errors on DOCSIS Events

RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=CMTS-MAC=00:17:10:9a:4f:30;CM-QOS=1.1;CM-VER=3.1;

System Information

This menu displays general information of the device

Hardware Version	1A
Software Version	7.1.1.33
Gateway Serial Number	***
HFC MAC Address	***
System Time	2021-02-24 11:27:37
Time Zone	UTC-05:00 Eastern Time(US & Canada)
LAN Up Time	000 day 00h:28m:12s

DOCSIS Provisioning

This menu displays the connectivity status of the modem and its boot state

HW init	Success
Find Downstream	Success
Ranging	Success
DHCP	Success
Time of Day	Success
Download CM Config File	Success
Registration	Success
EAE status	Disable
BPI status	AUTH:start, TEK:start

DOCSIS WAN

This menu displays both upstream and downstream signal parameters

DOCSIS Overview

Network Access	Permitted
IP Address
Subnet Mask	255.255.252.0
Gateway IP Address	7.13.60.1
DHCP Lease Time	😧 6 H: 23 M: 02 S: 04

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	QAM256	-7.599	7	37.636
2	597000000	QAM256	-7.900	8	37.636
3	603000000	QAM256	-7.799	9	38.605
4	849000000	QAM256	-11.900	2	35.779
5	855000000	QAM256	-11.799	3	35.779
6	861000000	QAM256	-11.299	4	36.386
7	579000000	QAM256	-8.000	5	37.636
8	585000000	QAM256	-7.799	6	37.636
9	279000000	QAM256	-2.599	1	38.983
10	609000000	QAM256	-7.400	10	38.605
11	615000000	QAM256	-7.299	11	37.636
12	621000000	QAM256	-7.299	12	38.605
13	633000000	QAM256	-7.099	13	38.605
14	639000000	QAM256	-6.900	14	38.605
15	645000000	QAM256	-7.099	15	37.636
16	651000000	QAM256	-7.400	16	37.636
17	657000000	QAM256	-7.400	17	37.636
18	663000000	QAM256	-7.099	18	38.605
19	669000000	QAM256	-7.000	19	38.605
20	675000000	QAM256	-7.000	20	38.605
21	681000000	QAM256	-7.000	21	38.605
22	687000000	QAM256	-7.400	22	38.605
23	693000000	QAM256	-7.500	23	38.605
24	699000000	QAM256	-7.599	24	37.636
25	705000000	QAM256	-8.099	25	37.636
26	711000000	QAM256	-8.900	26	37.636
27	717000000	QAM256	-9.099	27	37.355
28	723000000	QAM256	-8.799	28	37.636
29	825000000	QAM256	-11.400	29	35.779
30	831000000	QAM256	-11.099	30	36.386
31	837000000	QAM256	-11.299	31	36.386
32	843000000	QAM256	-11.599	32	35.595

OFDM Downstream Overview

Receiver	FFT type	Subcarr 0 Frequency(MHz)	PLC locked	NCP locked	MDC1 locked	PLC power(dBmv)
0	NA	NA	NO	NO	NO	NA
1	4K	275600000	YES	YES	YES	-3.900002

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	38700000	64QAM	41.770	4	6400000
2	21100000	64QAM	43.260	1	3200000
3	32300000	64QAM	42.770	3	6400000
4	25900000	64QAM	43.020	2	6400000
5	0	QAM_NONE	-	---	1600000
6	0	QAM_NONE	-	---	1600000
7	0	QAM_NONE	-	---	1600000
8	0	QAM_NONE	-	---	1600000

OFDM/OFDMA Overview

Channel Index	State	lin Digital Att	Digital Att	BW (sc's*fft)	Report Power	Report Power1_6	FFT Size
0	DISABLED	0.0000	0.0000	0.0000	0.0000	0.0000	2K
1	DISABLED	0.0000	0.0000	0.0000	0.0000	0.0000	2K

DOCSIS Logs

The DOCSIS event logs are shown here

No.	Time	Type	Priority	Event
1	02/24/2021 10:56:47	82000200	Critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:9a:4f:30;CM-QOS=1.1;CM-VER=3.1;
2	02/24/2021 10:56:47	82001200	Warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=;CMTS-MAC=00:17:10:9a:4f:30;CM-QOS=1.1;CM-VER=3.1;
3	02/24/2021 10:56:47	74010100	Notice	CM-STATUS message sent. Event Type Code: 2; Chan ID: 8; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=00:17:10:9a:4f:30;CM-QOS=1.1;CM-VER=3.1;
4	02/24/2021 10:56:51	82000200	Critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:9a:4f:30;CM-QOS=1.1;CM-VER=3.1;
5	02/24/2021 10:56:52	84020200	Warning	Lost MDD Timeout;CM-MAC=90:50:ca:1c:71:60;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
6	02/24/2021 10:56:53	74010100	Notice	CM-STATUS message sent. Event Type Code: 1; Chan ID: 8; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=CMTS-MAC=00:17:10:9a:4f:30;CM-QOS=1.1;CM-VER=3.1;
7	02/24/2021 10:56:54	82001100	Warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=;CMTS-MAC=00:17:10:9a:4f:30;CM-QOS=1.1;CM-VER=3.1;
8	02/24/2021 10:56:55	82000200	Critical	No Ranging Response received - T3 time-out;CM-MAC=60;CMTS-MAC=00:17:10:9a:4f:30;CM-QOS=1.1;CM-VER=3.1;
9	02/24/2021 10:56:55	82001200	Warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=CMTS-MAC=00:17:10:9a:4f:30;CM-QOS=1.1;CM-VER=3.1;
10	02/24/2021 10:57:14	82001100	Warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=;CMTS-MAC=00:17:10:9a:4f:30;CM-QOS=1.1;CM-VER=3.1;
11	02/24/2021 10:57:17	82000200	Critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12	02/24/2021 10:57:35	82000400	Critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=CMTS-MAC=00:17:10:9a:4f:30;CM-QOS=1.1;CM-VER=3.1;
13	02/24/2021 10:57:36	74010100

[augmentium]

Ever since the OFDMA was disabled a few weeks ago,  had no disconnects and been able to login to the router at 192.168.100.1 without a problem (it's in bridge mode).  Until today!  I don't want to reboot the modem in case I jinx things.  Anybody got any advice on how to access the modem?

[spruce_moose]

I’m also having a very similar issue and customer support doesn’t see an issue and is trying to upsell me ignite. I’d pay it if I knew it would fix it. I have legacy gigabit and I bridge my 4582U into my Orbi RBR50. My issue occurs with both Ethernet and WiFi.  This last month Microsoft teams has been unusable with frequent brief disconnections usually from 3-8 seconds occurring frequently. I’ve also recently tried playing some PS5 and keep getting disconnected as well. What’s weird is I don’t see the drop when I'm pinging Google at the same time. I can stream movies / YouTube without issue. I’m really at a loss. Any suggestions?

[spruce_moose]

I just tried again with pingplotter and didn't receive any drops when I had the issue. I've reset the modem to factory default and will see if it is reproducible with only a single device connected.

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 591000000 QAM256 2.299 7 38.983
2 597000000 QAM256 2.400 8 38.605
3 603000000 QAM256 2.099 9 38.605
4 855000000 QAM256 0.400 3 35.595
5 861000000 QAM256 0.200 4 35.779
6 579000000 QAM256 2.299 5 38.605
7 585000000 QAM256 2.400 6 38.983
8 849000000 QAM256 0.900 2 36.386
9 609000000 QAM256 2.099 10 37.636
10 615000000 QAM256 2.299 11 37.355
11 621000000 QAM256 2.700 12 37.636
12 633000000 QAM256 3.099 13 38.605
13 639000000 QAM256 3.000 14 37.636
14 645000000 QAM256 3.099 15 37.636
15 651000000 QAM256 3.000 16 37.636
16 657000000 QAM256 2.900 17 37.355
17 663000000 QAM256 3.000 18 37.355
18 669000000 QAM256 3.099 19 38.605
19 675000000 QAM256 3.200 20 37.636
20 681000000 QAM256 2.799 21 38.605
21 687000000 QAM256 2.099 22 37.355
22 693000000 QAM256 2.000 23 37.355
23 699000000 QAM256 1.599 24 37.355
24 705000000 QAM256 1.400 25 37.355
25 711000000 QAM256 1.500 26 37.355
26 717000000 QAM256 1.799 27 37.355
27 723000000 QAM256 1.500 28 37.355
28 825000000 QAM256 1.000 29 36.386
29 831000000 QAM256 1.099 30 36.386
30 837000000 QAM256 1.400 31 36.386
31 843000000 QAM256 1.200 32 36.386
32 279000000 QAM256 4.000 1 37.636
OFDM Downstream Overview
Receiver FFT type Subcarr 0 Frequency(MHz) PLC locked NCP locked MDC1 locked PLC power(dBmv)
0 4K 275600000 YES YES YES 3.900002
1 NA NA NO NO NO NA
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 21100000 64QAM 40.010 1 3200000
2 38700000 64QAM 41.020 4 6400000
3 32300000 64QAM 41.020 3 6400000
4 25900000 64QAM 41.020 2 6400000
5 0 QAM_NONE - --- 1600000
6 0 QAM_NONE - --- 1600000
7 0 QAM_NONE - --- 1600000
8 0 QAM_NONE - --- 1600000
OFDM/OFDMA Overview
Channel Index State lin Digital Att Digital Att BW (sc's*fft) Report Power Report Power1_6 FFT Size
0 DISABLED 0.0000 0.0000 0.0000 0.0000 0.0000 2K
1 DISABLED 0.0000 0.0000 0.0000 0.0000 0.0000 2K

[E-SK]

Hello folks, I recently upgraded Rogers Internet service from 25/5 Mbps to 50/10 Mbps unlimited. I was asked to return my original Hitron CGN3ACSMR modem in exchange for CODA-4582U.

Could you please review the results below, offering me your insight or suggestion if those values are ideal or perhaps do require some sort of tweaking or contacting technical support, especially due to words like 'Critical', 'Warning', 'Alert' shown within the event log.

Thank you in advance!

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	QAM256	4.000	7	38.605
2	597000000	QAM256	3.799	8	38.605
3	855000000	QAM256	7.599	3	38.605
4	861000000	QAM256	7.300	4	38.983
5	579000000	QAM256	3.900	5	37.636
6	585000000	QAM256	4.000	6	38.605
7	849000000	QAM256	7.500	2	38.983
8	603000000	QAM256	3.500	9	38.983
9	609000000	QAM256	3.700	10	38.605
10	615000000	QAM256	3.900	11	37.636
11	621000000	QAM256	3.799	12	38.605
12	633000000	QAM256	4.199	13	38.605
13	639000000	QAM256	4.300	14	38.605
14	645000000	QAM256	4.500	15	38.605
15	651000000	QAM256	4.699	16	38.605
16	657000000	QAM256	4.900	17	38.605
17	663000000	QAM256	4.900	18	38.605
18	669000000	QAM256	5.199	19	38.605
19	675000000	QAM256	5.099	20	38.605
20	681000000	QAM256	5.199	21	38.605
21	687000000	QAM256	5.400	22	38.605
22	693000000	QAM256	5.500	23	38.605
23	699000000	QAM256	5.699	24	38.605
24	705000000	QAM256	5.699	25	38.983
25	711000000	QAM256	5.800	26	38.983
26	717000000	QAM256	5.900	27	38.605
27	723000000	QAM256	6.099	28	38.605
28	825000000	QAM256	6.900	29	38.605
29	831000000	QAM256	6.900	30	38.605
30	837000000	QAM256	7.199	31	38.605
31	843000000	QAM256	7.500	32	38.983
32	279000000	QAM256	0.099	1	37.636

OFDM Downstream Overview

Receiver	FFT type	Subcarr 0 Frequency(MHz)	PLC locked	NCP locked	MDC1 locked	PLC power(dBmv)
0	4K	275600000	YES	YES	YES	0.799999
1	4K	827600000	YES	YES	YES	8.099998

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	32300000	64QAM	46.770	3	6400000
2	38700000	64QAM	47.020	4	6400000
3	21100000	64QAM	46.010	1	3200000
4	25900000	64QAM	46.270	2	6400000
5	0	QAM_NONE	-	---	1600000
6	0	QAM_NONE	-	---	1600000
7	0	QAM_NONE	-	---	1600000
8	0	QAM_NONE	-	---	1600000

OFDM/OFDMA Overview

Channel Index	State	lin Digital Att	Digital Att	BW (sc's*fft)	Report Power	Report Power1_6	FFT Size
0	OPERATE	0.1579	7.0112	39.2000	56.1417	42.2500	2K
1	DISABLED	0.0000	0.0000	0.0000	0.0000	0.0000	2K

DOCSIS Logs

The DOCSIS event logs are shown here

No.	Time	Type	Priority	Event
1	12/31/1969 19:01:11	82000200	Critical	No Ranging Response received - T3 time-out;CM-VER=3.1;
2	06/01/2021 11:11:23	90000000	Warning	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-VER=3.1;
3	06/01/2021 11:11:27	82001200	Warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-VER=3.1;
4	06/01/2021 11:11:40	66030111	Alert	CM Certificate Error;CM-QOS=1.1;CM-VER=3.1;
5	06/01/2021 11:12:59	74010100	Notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 34; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-VER=3.1;
6	06/01/2021 12:39:55	82001200	Warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-VER=3.1;
7	06/01/2021 12:40:04	74010100	Notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 34; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-VER=3.1;
8	06/01/2021 15:03:10	82001200	Warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-VER=3.1;
9	06/01/2021 15:03:17	74010100	Notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 34; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-VER=3.1;
10	06/01/2021 15:20:47	82000200	Critical	No Ranging Response received - T3 time-out;CM-VER=3.1;
11	06/01/2021 15:21:15	74010100	Notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 34; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-VER=3.1;
12	06/01/2021 17:10:12	82000200	Critical	No Ranging Response received - T3 time-out;CM-VER=3.1;
13	06/01/2021 17:10:43	74010100	Notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 34; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-VER=3.1;
14	06/01/2021 19:12:51	82001200	Warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-VER=3.1;
15	06/01/2021 19:12:58	74010100	Notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 34; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-VER=3.1;

***Added Labels***

[RogersCorey]

Greetings @E-SK!

Are you having any noticeable issues with your connection like latency or intermittency or are you just looking to learn more about DOCSIS?

Regards,

RogersCorey

[E-SK]

Thank you for asking. The main reason was because I've been having several disconnect daily in addition to intermittent download speed especially around noon and evenings. That was the main reason I decided to upgrade. I tried researching online, I ended up being more confused.

Since the upgrade, which was only two days ago, I haven't noticed any issue (that I'm aware of). However, as I recall, the values under the DOCDIS WAN seemingly are identical to the previous modem/service, except the current has additional ports.

[RogersCorey]

Thank you for clarifying @E-SK!

We'd be happy to take a closer look to see what is going on! Feel free to send us a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.

Regards,

RogersCorey

[Kaminakun]

Hi,

I have a legacy IGNITE INTERNET 500-UNLIMITED plan and using the CODA-4582 "white tower" modem. This issue has been bugging my family for almost a year but I've been too lazy to seek help until it ruined my interview this past week.

The issue we're experiencing is an unstable network connection. We have to reset the modem 2 to 3 times a week (unplugged power cord for 30 seconds each time), and then we'll be back to normal. When it works, the speed is great. The issue is when it doesn't work, there's just no internet what-so-ever despite still having connection to the router (modem in bridge mode). We've done some testing throughout the year to know the issue is not the router. 

We've been using this modem since 2017. Part of me think it's time for an upgrade, but I don't know how to request for one. I'm also not comfortable with technician coming over inside the house to check, so I much rather get a new modem to test it myself. Any help would be appreciated!