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@OttawaDave1 not really. The service interrupts won't show up in the modem logs, although the CSR should be able to see a history of disconnects from the CMTS logs. Call tech support, indicate the disconnect issue and ask the CSR to run a signal check. The problem with these fast disconnects is that when the modem is up and running, the signal levels might look fine. It all depends on whether or not there is any existing signal degradation which has very short disconnects to boot. Any existing signal degradation might be enough cause to dispatch a tech.
Is your external cable underground, or overhead from a utility pole? In either case, the cable degrades over time and eventually has to be replaced.
@OttawaDave1 can you delete the CM-MAC address please as its specific to the modem. The Ranging Response events aren't a big deal. The modem requests a maintenance period from the Cable Modem Termination System, and if the CMTS can't arrange one, the modem logs the event, resumes its operation and then goes on to request another event. Not a biggie.
The MIMO event comes up when there is a discrepancy between some of the modem's channel data and the data sent out by the CMTS. That makes sense if you're seeing service interrupts.
The best time to call tech support is when one of these interrupts in in progress. Advise the CSR that your getting service interrupts, and ask him or her to run a signal check on the modem. If the CSR can catch it in time, that test should automatically fail, leading to a tech visit. Also ask the CSR to check the modems for your immediate neighbours to determine if this is an individual cable problem (yours) or if its a wider problem. The answer to that will determine the level of field tech that is sent to investigate the problem.
@OttawaDave1 not really. The service interrupts won't show up in the modem logs, although the CSR should be able to see a history of disconnects from the CMTS logs. Call tech support, indicate the disconnect issue and ask the CSR to run a signal check. The problem with these fast disconnects is that when the modem is up and running, the signal levels might look fine. It all depends on whether or not there is any existing signal degradation which has very short disconnects to boot. Any existing signal degradation might be enough cause to dispatch a tech.
Is your external cable underground, or overhead from a utility pole? In either case, the cable degrades over time and eventually has to be replaced.
@OttawaDave1 that barrel connector is most likely a signal attenuator, looking something like this:
https://www.antronix.com/products/other/attenuators.aspx
That will drop the incoming signal by an amount indicated by the number on the side of the barrel. That's in db, so, the signal drop would be X dB. That attenuator would also result in a higher outbound signal level from the modem, unless it happens to be a forward path attenuator only, which only drops the inbound signal level.
@ablatt if the modem is rebooting during the day, that is most likely due to an external cable or connector fault or possibly due to a faulty modem. If you've already swapped modems, and the problem has persisted, then you have a cable or connector problem on the go. The modem should not be rebooting on its own. It should be rock solid and you shouldn't have to think or worry about it operating properly. I would call in and register a complaint, every day that you have a reboot occur. The tech might try twist your arm to exchange the modem, but, if you've already done that, doing it again is no-go, personal opinion. I might believe that you could see two faulty modems in a row, three in a row, nope, don't believe that at all. So, call in, complain, day after day, for as long as you have patience. If you get no response from tech support, its time to get the mods @CommunityHelps involved.
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RogersCorey
Rogers have sent out multiple techs, claim all is well. Im disconnected 3-4 times a day, modem lights reset. Thought id show you fine people this page in my modem to see if anythings off. Let me know. ❤️
@MittensKittens you have a few signal to noise ratios that are defaulting to the modem's default numbers of 4.191.
Can you do the following please.
1. Instead of taking a screen shot of the table, simply copy the table from the top "Downstream Overview" to the bottom right corner of the bottom OFDMA section. Highlight or select that section as you would when you copy from a document, right click and select copy, or use Ctrl + c, then paste that into a post, right click - paste, or Ctrl+v. Please do that after you log into the modem and navigate to the DOCSIS WAN tab. When that is pasted in, post it.
2. Then, reboot the modem using the Admin .... Device Reboot .... Reboot function. After the reboot, log back into the modem, copy the same table from the DOCSIS WAN tab and post it.
I'd like to see the before reboot and after reboot numbers, just to see what they look like.
Fwiw, copying the table is much simpler than trying to take a screen shot that grabs the whole table. The pasted table might not line up exactly, but, thats not a problem as the data can be easily understood for what it is.
@MittensKittens , if you're copying the entire table in one go, then the OFDM section is missing data when the modem is misbehaving. Can you confirm that is what you're doing, one step copy and paste?
If so, that is very relevant to the problems that you're having. The 4582 modem runs DOCSIS 3.1 on the downstream side and DOCSIS 3.0 on the upstream side. Those downstream channels, 1 to 32 that you see in the table are DOCSIS 3.0, which are normally not used by this modem. The Orthogonal Frequency Division Multiplex (OFDM) channel in the table is comprised of 4096 data subcarriers, normally starting around 250 to 300 Mhz, as indicated in the ODFM table section, and running upwards for another 192 Mhz. That's the channel that the modem normally uses for its Downstream path. When that channel is running properly and is being processed by the modem, you will usually see one active channel in that table and the modem's front download LED is a light blue in colour. Its supposed to be magenta, officially. When the OFDM channel fails, the modem reverts to DOCSIS 3.0 on the downstream side and the downstream and upstream LEDs at the front of the modem should be a dark blue.
The bottom OFDMA section is reserved for DOCSIS 3.1 upstream, which Rogers hops to roll out in the second quarter of this year. So, at the present time, it will show as inactive.
Before the initial reboot, that OFDM section is missing in the table. After the reboot, its present, indicating that the modem is running DOCSIS 3.1 for downstream data. Later on, it disappears again.
Coupled with that, your DOCSIS 3.0 upstream channels are elevated above their normal 30 to 32 dBmV range. That could result from any splitters that you have in your cable system prior to the modem, or it could be due to external cable and / or connector issues.
Your downstream DOCSIS 3.0 channels (1 to 32) are for the most part normal. There is a high frequency roll off above 800 Mhz which is typical on the Rogers network. Some modem installations don't have that roll off present, which is as it should be. That will take time to propagate across the network. Normally those DOCSIS 3.0 channels are a moot point as the modem only reverts to those channels when DOCSIS 3.1 fails to operate as it should. Even then, on a normally loaded neighbourhood node, the modem performance should be very good. If you happen to be running on a heavily loaded neighbourhood node, or Cable Modem Termination System (CMTS), which is the next destination beyond the neighbourhood node, then your performance could be less than stellar, to put it politely.
Ok, so, the upshot..... Tech support and the field techs have to pay attention to the lower 500 Mhz spectrum in the cable system. That lower 500 Mhz range has to work properly in order to support DOCSIS 3.1. If not, you're going to continue to have problems. So, the tech will have to check the cable from the local tap to the demarcation point at the side of the home, and then thru the house cable system, ensuring that the cables and their connectors are in good shape. Ideally this is nothing more than a cable and / or connector problem.
Personal opinion, simply swapping the modem without physically checking the cables and connectors is a waste of everyone's time.
When you have another failure, confirm that DOCSIS 3.1 has failed, usually just by looking at the front downstream LED. It should be dark blue at that point instead of light blue. You could log into the modem as well and confirm that the OFDM section is totally inactive. If you have time, don't reboot the modem. Call tech support and ask the Customer Service Rep to run a signal check on the modem and ask specifically if the modem's OFDM data is within spec. There are other data points available to the CSR. Its unfortunate that we can't see them, but, that's another battle. The interesting question at this point is whether or not the signal check actually passes, or, if its going to fail due to failed DOCSIS 3.1 operation. I'd be interested in knowing that answer. At this point, do not reboot the modem, even if you are prompted by the CSR. That will temporarily resolve the issue, but it absolutely will not solve the root problem. The next question at this point is what are the neighbours modems doing at the same time. Ask the CSR to check the modems for your immediate neighbours who are connected to the same local tap. The question here is, is it only your modem that has the issue, or, do your neighbours also have the same issue? If they do, then the CSR should be dispatching a senior tech to determine what the problem is at the local tap, and possibly further upstream. If this an issue that exists further upstream, then this might be an issue for a maintenance crew. So, you need to ask these questions to ensure that the CSR thinks of the bigger picture. If its only your modem with the issue, and the contractor tech fixes it, hurrah..... But if the issue still persists after the visit, call tech support, register another complaint and force the check on the neighbours modems as well. As I indicated earlier, my personal opinion is that a quick modem swap isn't going to resolve this. If that's all that the tech does, he or she is attempting to resolve this via the easiest means possible, with the least amount of energy used in the process. Really not trying to slag the tech, but, they have to look beyond the modem and ensure that the lower 500 Mhz spectrum is running as it need to run. For any future visits, if this problem persists, ask for a Senior Tech, which is a real Rogers Tech.
Let me know how the visit goes and what happens after its all said and done.
One last request. Can you log into the modem when you have time and check the Software (Firmware) version that is shown on the Status page. That page is displayed automatically when you log into the modem. You should be running 2.0.10.36T6. This is relevant to the discussion as 36T6 supports multi (QAM) profiles, which lets the modem run reduced QAM levels when the OFDM channel performance drops. 64 QAM is the bottom line. If the modem can't run 64 QAM, it reverts to DOCSIS 3.0 on the downstream side. You can see the QAM levels in the table for DOCSIS 3.0 operation. For 3.1, the range is from 64 to 1024 QAM, with 1024 being the highest capability with 4096 sub-carriers running. That's one of the questions you can ask of the CSR. Whats the QAM level for the OFDM channel.? That will tell you right away whether that OFDM channel is in good or poor condition, with 1024 being good, 64 being poor. No DOCSIS 3.1, running in 3.0 mode only is very poor.
Hope this helps.
@MittensKittens if you've had techs out to your home previously, you should be calling in everyday that the modem goes down. Ensure that the complaint is put on file. That will add to the existing list of complaints. Put tech support on speed dial and don't hesitate to use it.
So, from your comments you've had techs out already, but to no avail. I'm assuming that these are contractor techs. Whenever you chat with tech support and the CSR indicates that a tech will be sent to your home, advise him or her that you want a Senior Tech. Another contractor tech visit and a modem swap is pointless and is basically a waste of everyone's time. Its time for a Senior Tech and probably a maintenance crew to see what the problem is. If tech support doesn't want to play ball, then its time for the mods @CommunityHelps to become involved to request higher level support.
Ok, since that is the case, you should be asking for Senior Techs only when the CSR books a tech visit. Its time for @CommunityHelps involvement to see if they can bring the necessary staff in to resolve this once and for all. This looks like a maintenance crew should be involved.
Can you let me know what Firmware Version is loaded on your modem?
Edit: Okay, looking at your revised comments. You're in an apartment complex, so, that might mean that the apartment building has an Multiple Dwelling unit (MDU) to provide data services to the Rogers and TPIA subscibers. That MDU is similar to what is normally used in a typical neighbourhood, which is a CMTS. So, the question is, are you connected to an MDU, or a CMTS. Thats a question worth asking. If its an MDU there is a good chance that there is more than one MDU present and that it might be possible to switch your cable to another MDU. Those MDU's run day in day out, year after year. Normally they appear to be pretty reliable, but, when they to go unserviceable, they're a pain to deal with, at least from the customer standpoint. I don't believe that a contractor tech can do anything but switch customers from port to port. It probably takes a specifically qualified tech to service the MDU and CMTS, so, if this is a long standing issue, that should be the place to start, with the right tech on site.
Ok, that interesting. With 36T6 loaded, that modem should hang in there and keep operating when the going gets tough. The fact that it can't shows that there's a real problem on the go. Thats not good news.
Please have a read thru my "Edit" comments above.
Edit: It would be worth checking with the building superintendent to ensure that he or she will be around to access the utility room.
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