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***

[RogersCorey]

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

[ansred]

Thanks.

Done.

Sent PM.

[stuhome]

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 axis

Pic link here -> Ping graph 

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

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	615000000	QAM256	3.700	11	38.983
2	603000000	QAM256	3.700	9	38.605
3	609000000	QAM256	3.700	10	38.983
4	597000000	QAM256	3.900	8	38.983
5	279000000	QAM256	0.200	1	38.605
6	579000000	QAM256	3.299	5	38.605
7	585000000	QAM256	3.799	6	38.983
8	591000000	QAM256	4.199	7	38.983
9	621000000	QAM256	3.500	12	38.983
10	633000000	QAM256	3.000	13	38.983
11	639000000	QAM256	3.500	14	38.605
12	645000000	QAM256	3.599	15	38.605
13	651000000	QAM256	3.700	16	38.983
14	657000000	QAM256	3.799	17	38.983
15	663000000	QAM256	3.599	18	38.605
16	669000000	QAM256	3.700	19	38.605
17	675000000	QAM256	3.900	20	38.983
18	681000000	QAM256	4.000	21	38.983
19	687000000	QAM256	4.099	22	38.605
20	693000000	QAM256	3.900	23	38.605
21	699000000	QAM256	3.900	24	38.605
22	705000000	QAM256	4.000	25	38.983
23	711000000	QAM256	4.000	26	38.605
24	717000000	QAM256	3.500	27	38.605
25	723000000	QAM256	3.700	28	38.605
26	825000000	QAM256	3.500	29	38.605
27	831000000	QAM256	3.700	30	38.605
28	837000000	QAM256	3.400	31	37.636
29	843000000	QAM256	3.200	32	37.636
30	849000000	QAM256	3.500	2	37.636
31	855000000	QAM256	3.099	3	38.605
32	861000000	QAM256	3.000	4	38.605

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	1.700001

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	38700000	64QAM	44.770	8	6400000
2	21100000	64QAM	43.760	5	3200000
3	32300000	64QAM	44.770	7	6400000
4	25900000	64QAM	44.520	6	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	0.1954	11.2723	9.6000	50.5315	42.7500	2K
1	DISABLED	0.0000	0.0000	0.0000	0.0000	0.0000	2K

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

Thanks

[gcraven]

I ended up switching to their ignite service which uses a different model modem and the issue is gone.

[stuhome]

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 ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	639000000	QAM256	5.900	14	38.605
2	633000000	QAM256	5.500	13	38.983
3	621000000	QAM256	6.000	12	38.983
4	645000000	QAM256	6.099	15	38.605
5	597000000	QAM256	6.900	8	38.605
6	603000000	QAM256	6.599	9	38.605
7	609000000	QAM256	6.500	10	38.983
8	615000000	QAM256	6.199	11	38.605
9	279000000	QAM256	3.000	1	38.605
10	579000000	QAM256	6.400	5	38.605
11	585000000	QAM256	6.900	6	38.605
12	591000000	QAM256	7.199	7	38.605
13	651000000	QAM256	6.199	16	38.983
14	657000000	QAM256	6.099	17	38.983
15	663000000	QAM256	6.000	18	38.983
16	669000000	QAM256	6.300	19	38.983
17	675000000	QAM256	6.500	20	38.983
18	681000000	QAM256	6.699	21	38.983
19	687000000	QAM256	6.599	22	38.605
20	693000000	QAM256	6.500	23	38.605
21	699000000	QAM256	6.500	24	38.605
22	705000000	QAM256	6.500	25	38.983
23	711000000	QAM256	6.599	26	38.605
24	717000000	QAM256	6.199	27	38.605
25	723000000	QAM256	6.500	28	38.605
26	825000000	QAM256	6.400	29	38.605
27	831000000	QAM256	6.500	30	38.605
28	837000000	QAM256	6.199	31	38.605
29	843000000	QAM256	6.000	32	37.636
30	849000000	QAM256	6.099	2	38.983
31	855000000	QAM256	5.900	3	38.605
32	861000000	QAM256	5.900	4	37.636

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	4.099998

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	25900000	64QAM	41.770	6	6400000
2	38700000	64QAM	43.020	8	6400000
3	32300000	64QAM	43.020	7	6400000
4	21100000	64QAM	41.510	5	3200000
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	RNG3	0.0653	20.7979	9.6000	36.7815	29.0000	2K
1	DISABLED	0.0000	0.0000	0.0000	0.0000	0.0000	2K

[giga1]

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?

[lethalsniper]

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

[ansred]

What is the Modem Model you got? 

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

[stuhome]

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?

[giga1]

Thank you for your replies.

my cable modem info:

Hardware Version

2A

Software Version

7.1.1.33

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.

[stuhome]

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

Edit:  Rebooted the modem and can reconnect to it.

Hardware Version	2A
Software Version	7.1.1.33

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

No.	Time	Type	Priority	Event
1	01/31/2021 02:00:18	82000200	Critical	No Ranging Response received - T3 time-out;CM-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.1;
2	01/31/2021 04:49:44	82001200	Warning	RNG-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;
3	01/31/2021 07:58:17	82000200	Critical	No Ranging Response received - T3 time-out;CM-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.1;
4	01/31/2021 17:27:33	82001200	Warning	RNG-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;
5	01/31/2021 18:19:52	82000200	Critical	No Ranging Response received - T3 time-out;CM-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.1;
6	01/31/2021 21:13:32	82001200	Warning	RNG-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;
7	01/31/2021 22:28:12	82000200	Critical	No Ranging Response received - T3 time-out;CM-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.1;
8	01/31/2021 23:53:54	82001200	Warning	RNG-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;
9	02/01/2021 00:44:35	66030111	Alert	CM Certificate Error;CM-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.1;
10	02/01/2021 01:37:24	82001200	Warning	RNG-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;
11	02/01/2021 01:47:04	82000200	Critical	No Ranging Response received - T3 time-out;CM-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.1;
12	02/01/2021 07:32:35	82001200	Warning	RNG-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;
13	02/01/2021 12:03:49	82000200	Critical	No Ranging Response received - T3 time-out;CM-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.1;
14	02/01/2021 12:42:15	82001200	Warning	RNG-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;
15	02/01/2021 13:04:04	82000200	Critical	No Ranging Response received - T3 time-out;CM-MAC=XXXXX;CM-QOS=1.1;CM-VER=3.1;

[MrJames]

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.

[Datalink]

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.

[ansred]

That was a good test on your end @stuhome

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.

[MrJames]

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.

[ansred]

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.

[Datalink]

@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. 

[ansred]

@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

[augmentium]

@stuhome

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

[augmentium]

@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.  

[Datalink]

@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.