Intermittent disconnects - CODA-4582U

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Resident Expert
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Re: Intermittent disconnects - CODA-4582U

@aaaaaaaaaab your signal data doesn't look too bad.  The downstream DOCSIS 3.0 signal levels and signal to noise ratios are good.  The upstream DOCSIS 3.0 signal levels are well within spec at this point.  Their elevated from the normal 30 to 32 dB level that we see with this modem but their fine.  The fact that their higher than normal would indicate a signal loss or noise issue enroute to the Cable Modem Termination System.  

 

The OFDM channel, which is used for the downstream data is the great unknown as the data presented in the user interface isn't sufficient to determine the health of the OFDM channel.  Tech support has access to the signal level, signal to noise ratio and QAM level, which should be 1024 when the modem is running with sufficient signal level and signal to noise ratio numbers.  

 

Ok, so, I don't expect to see issues with those numbers, however, that's only part of the story.  You could have momentary signal drops occurring which don't show up in the table as they occur too fast.  They might show up in the log, just depends on how long the signal drops are.  

 

Best way to determine this is to run a ping test to the CMTS and look for any packet loss that might be due to cable issues with your external cable and/or its connectors.  To do that run a trace to anywhere via ethernet connected pc or laptop.  Bring up a command box and type in the following command:

 

tracert www.google.ca

 

That should run to completion.  Use the second IP address for a ping test.  The first IP address is the modem, the second is the Cable Modem Termination System (CMTS).  Ok, so ping the second IP address.  First test should be for at least an hour:

 

ping -n 3600 xxx.xxx.xxx.xxx      where xxx.xxx.xxx.xxx is the second hop IP address from the trace

 

That will run for one hour.  To post the results, right click on the top of the command box, select EDIT .... SELECT ALL.  Then right click again and select EDIT .... COPY.  Paste that into a text editor and then copy the bottom results.   Please post that into a post.  Ignore any high time pings that you might see.  That's the result of an internal timing issue that only affects returns from the CMTS.  It doesn't affect any ping times beyond hop #2.  So, although the ping times might vary considerably, the packet loss indication will be accurate.  So thats what we're looking for at the present time.  

 

The path to the CMTS is from your modem to a splitter if you have one, and then out to the local tap that connects you and your immediate neighbours to Rogers Cable system.  The local tap is then connected to the neighbourhood node.  To this point, the connection path, modem to neighbourhood node is all copper unless you happen to be one of the rare customers in a new neighbourhood with fibre to the home (FTTH) service.  From the neighbourhood node to the CMTS is fibre.  If anything is going to go wrong, its usually with the external cable and its connectors that connects your home to the local tap.  There can be issues further upstream but the starting point is a ping test, looking for possible local cable problems.  If that is determined to be ok, then the next step is to look further upstream.  

 

Assuming that you're on a gigabit unlimited plan, I'd run a ping test for 24 hours:

 

ping -n 86400 xxx.xxx.xxx.xxx     where xxx.xxx.xxx.xxx is the second hop IP address from the trace.

 

Ok, so, lets start with a 1 hour test and go from there.  



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Re: Intermittent disconnects - CODA-4582U

Hi everyone. A month or so ago, I started having intermittent connectivity problems. It started with Outlook on my work laptop (took very long to load and connect to exchange, and problems sending email). I also had intermittent problems with MS Teams. Then several times per week, I would lose all internet connectivity and would require me to reboot both the CODA modem and my router to get connectivity back. After some troubleshooting, I found that the issue is related to IPv6! First I disabled IPv6 on my laptop’s network adapter and that fixed my Outlook and MS Teams issues. I continued to have wider intermittent disconnects so a week ago I disabled IPv6 entirely from my router and haven’t had a single issue since. Does anyone know if Rogers has been having problems with IPv6??
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Re: Intermittent disconnects - CODA-4582U

@toolcubed  you won't see an official response from Rogers staff, but the anecdotal evidence from other user posts absolutely points to IPV6 issues, most likely CMTS IPV6 configuration problems.  This may or may not be related to whatever Rogers has been up to over the last three months where users are experiencing latency and packet loss.



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Re: Intermittent disconnects - CODA-4582U

Thanks Datalink. I’m just going to keep IPv6 disabled on my router. Any downsides to that? I’m not aware of any sites or services that use only IPv6 but what do I know. Lol.
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Re: Intermittent disconnects - CODA-4582U

Cutting out lots Komoka ON

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Re: Intermittent disconnects - CODA-4582U

Hello, @Merbinator.

 

Thank you for your post and welcome to Rogers Community Forums! 

 

Intermittent disconnections can be quite bothersome; we'd be happy to help diagnose the issue for you. Would you please expand on the problem? Like you are experiencing the disconnects on the WiFi network or wired. 

 

Also, please log in to your modem, navigate to Status/DOCSIS WAN and post the Downstream, Upstream and OFDM sections.
 
We look forward to hearing from you. 
 
Cheers,
RogersMoin

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Re: Intermittent disconnects - CODA-4582U

@aaaaaaaaaab are you making any headway with the internet disconnects problem?



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Re: Intermittent disconnects - CODA-4582U

Hi @Datalink, sorry for the delay but I am still experiencing this issue. It got better but occurring almost daily. Today I experienced the modem rebooting multiple times already every 10 mins. I ran the ping tests as well, the 1 hour one had only 1 packet loss (0%). the 24 hour one had about 100 packets loss (0%). I am not sure if this issue is related to the network traffic in general and the modem reboots as some days it works fine without any issues. It is hard to debug as when they run any test, everything is fine with the signal.

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Re: Intermittent disconnects - CODA-4582U

@aaaaaaaaaab if and when you have time, can you log into the modem, navigate to the STATUS .... DOCSIS WAN tab and copy the entire data table, from the Downstream Overview line, all the way to the very bottom of the table.  Select that entire area, right click ..... Copy.  Then in a new post, right click .... Paste.  That should paste in that whole table and it should look like the table in the modem.  Ignore the data that resides above the Downstream Overview line as its specific to the modem and shouldn't be posted in an open forum.  

 

If you can post that data at different times of the day, maybe it will show something unusual.  The only reason for a modem to reboot by itself is a signal loss, so its trying to reconnect to the CMTS, or, possibly the power converter is failing.  

 

Are you using any type of power bar to run your equipment?  If so, completely disconnect the power bar and run everything off of extension cords if necessary.  Disconnect the power bar from the wall socket and connected equipment. 



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Re: Intermittent disconnects - CODA-4582U

I am experiencing daily disconnects from the internet with the coda-4582u router. i experienced none of these issues prior to upgrading from hitron cgn3. the hitron was in bridge mode to a netgear wireless router and from there to a 24 port wired switch; 0 issues for years. 

 

current set-up more simple trying to avoid buying a new expensive wireless router but that is a moot point to the issue as i doubt it is the routing functions that are causing issues. a tech came out yesterday and gave me a "signal booster" which just gives the same output on all runs. my signal strength is fine and he says the cable tests good to the street, they replaced it one or two years ago so it's practically new. 

 

the issue happens at all hours of the day, packet loss, super high latency, failure to communicate. happens on wired and wireless devices. it has to be the modem or more likely, rogers cannot handle the network load due to covid??????????? regardless this is making the service extremely annoying. trying to work from home it is super inconvenient. does a knowledgeable tech have a solution for me? 

 

all my lines inside the house are RG6 and pulled new by me when I moved in. how do i fix the inconsistency of my service? should i set up the network differently with this new modem? is it worthwhile to go get an expensive router and put the coda in bridge mode?

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000256QAM-1.800738.605
2849000000256QAM-8.100234.926
3855000000256QAM-8.000334.926
4861000000256QAM-8.200434.926
5579000000256QAM-4.200537.356
6585000000256QAM-3.200637.636
7279000000256QAM-2.500137.636
8597000000256QAM-0.500838.983
9603000000256QAM-0.200938.983
10609000000256QAM-1.1001038.605
11615000000256QAM-2.1001138.983
12621000000256QAM-3.3001237.636
13633000000256QAM-4.8001337.356
14639000000256QAM-5.9001436.387
15645000000256QAM-5.7001536.610
16651000000256QAM-5.2001637.356
17657000000256QAM-5.0001737.356
18663000000256QAM-4.8001837.636
19669000000256QAM-3.8001937.636
20675000000256QAM-2.0002038.605
21681000000256QAM-1.1002138.983
22687000000256QAM-1.6002238.605
23693000000256QAM-1.6002338.983
24699000000256QAM-2.8002438.605
25705000000256QAM-4.2002537.636
26711000000256QAM-5.1002637.636
27717000000256QAM-5.9002736.387
28723000000256QAM-6.7002835.780
29825000000256QAM-9.2002933.957
30831000000256QAM-4.8003036.387
31837000000256QAM-3.2003137.356
32843000000256QAM-6.2003235.595

 

OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES-1.400002
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
136996000ATDMA - 64QAM37.50046400000
222100000ATDMA - 64QAM37.50013200000
330596000ATDMA - 64QAM36.25036400000
425300000ATDMA - 64QAM38.25023200000
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

 

DOCSIS Logs

The DOCSIS event logs is shown here

edit* getting lots of MIMO Event MIMO warnings, No Ranging Response received T3 time-out, SYNC Timing Synchronization failure - Loss of Sync, Lost MDD Timeout, Received Response to Broadcast Maintenance Request But no Unicast Maintenance opportunities received

 
(Log removed for privacy reasons, please edit out CM-MAC address to post again. - RogersMoin)