Intermittent disconnects - CODA-4582U

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RogersTony
Moderator
Moderator
Posts: 1,203

Re: Intermittent disconnects - CODA-4582U

Hello, @tacocorp

 

Welcome to the Rogers Community Forums!

 

It's really disappointing to hear that you've had issues spanning 10 months without a resolution even after multiple attempts.

 

I am confident that most of the basic troubleshooting steps have been completed. I'd like to rule out a few things inside of the home just to cover all of our bases.

 

Is the modem connected directly to the power socket or does it connect via a power bar/surge protector? If it is connected using a power bar/surge protector please bypass it and connect directly to the power socket. If it is connected directly to the socket already, please try using a different power socket. An extension cord may be required to make this work.

 

Thank you for posting your signal levels. Everything appears to be within the specified range.

 

Keep us posted if the intermittent disconnect issue is persistent after trying this.

 

RogersTony

 

Cameraguy23
I've Been Here Awhile
Posts: 2

Re: Intermittent disconnects - CODA-4582U

Hi thanks for getting back to me. Yes I have it directly plugged into a wall socket.
I just got another modem ( the white one) might be my 10 one, crazy. I'm still having the same problem and now it keeps rebooting on its own at time. This is really unacceptable for having issues this long and paying for it. You're not a 3rd party ISP provider! Not only that but Rogers is only provider in my area and I'm stuck. If Bell was in my area I would leave in a heartbeat!!!
iamdman
I've Been Around
Posts: 1

Re: Intermittent disconnects - CODA-4582U

Having random disconnects as well throughout the day (same CODA-4582U).  Disconnect lasts about 5 minutes then comes back.  Would appreciate analysis of my data below... thanks!

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1633000000QAM256-3.7991337.355
2621000000QAM256-2.2991237.636
3639000000QAM256-3.9001437.355
4645000000QAM256-4.0991537.355
5597000000QAM256-3.200837.355
6603000000QAM256-2.900937.355
7609000000QAM256-2.4001038.605
8615000000QAM256-2.0991137.636
9279000000QAM256-2.700137.636
10579000000QAM256-3.599537.636
11585000000QAM256-3.599637.355
12591000000QAM256-3.799737.355
13651000000QAM256-4.0001637.355
14657000000QAM256-3.9001737.636
15663000000QAM256-3.7991837.636
16669000000QAM256-3.7001937.355
17675000000QAM256-3.7002037.355
18681000000QAM256-3.7992137.355
19687000000QAM256-4.4002236.609
20693000000QAM256-4.7992336.609
21699000000QAM256-4.7002436.609
22705000000QAM256-4.0992536.609
23711000000QAM256-3.9002637.636
24717000000QAM256-3.5992737.636
25723000000QAM256-3.9002837.355
26825000000QAM256-4.2992936.386
27831000000QAM256-5.0003036.386
28837000000QAM256-5.4003135.779
29843000000QAM256-6.2003235.779
30849000000QAM256-6.200235.595
31855000000QAM256-6.099335.779
32861000000QAM256-5.900436.386
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES-2.299999
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
13059600064QAM43.27036400000
23699600064QAM42.77046400000
31369600064QAM40.77016400000
42370000064QAM42.77026400000
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
0DISABLED0.00000.00000.00000.00000.00002K
1DISABLED0.00000.00000.00000.00000.00002K
gcraven
I've Been Here Awhile
Posts: 3

Re: Intermittent disconnects - CODA-4582U

We have had this issue for months.  Over the phone support and many tech visits from a regular tech and then multiple visits from a senior tech.  Replaced cable running to modem and all cables going to each cable box.  Replaced the modem twice.  Both techs saw the intermittent issue at the small green box on the front lawn of the signal dropping out.  They couldn't fix it even had another team out to where it comes into the neighbourhood.  Said because it is intermittent there is nothing they can do.  Only advice was to upgrade to ignite????

Datalink
Resident Expert
Resident Expert
Posts: 7,221

Re: Intermittent disconnects - CODA-4582U

@gcraven it sounds like Rogers has basically abandoned your street.  If there's a cable issue on the cable that runs from the neighbourhood node to the end of the run on your street, then most likely everyone on your street that uses any cable service from any company will be affected.  I would expect Rogers and the TPIA companies to be receiving constant complaints. 

 

Ok, for now I'd ping off of the moderators to see what the true story is and what the notes on your account indicate.  follow this link @CommunityHelps to their public page when you are logged into the forum.  On that page will be a link to "Send this user a private message".  Follow that link to the message composition page.  It will already be addressed.  Fill in the subject and details.  Please include your account number for your home services so that the one of the moderators can start looking at the previous tech notes.  The moderators can arrange for Senior tech visits, but, it sounds like your beyond that stage and you probably require a maintenance crew to determine what the problem is.  I leave it for the moderators to kick this over to the engineering staff to figure it out. 

 

When you're logged into the forum, look for a number overlaying your avatar in the upper right hand corner.  That avatar serves as a link to your profile and message inbox and sent box.  Follow those links down to the message inbox.  You can simply respond to the messages by following the response links on the page. 

 

I'd keep after the moderators, looking for a response on how this will be addressed.  In cases like this persistence is the key. 

 

Switching to the Ignite modem will not solve the problem, switching to any other modem won't solve the problem when there's a cable issue on the cable run from the neighbourhood node. 

 

There's more to say on how to log the packet loss that occurs between the modem and the Cable Modem Termination System.  Its rather late, so that's for another post later today or tomorrow.



dijitzd
I've Been Here Awhile
Posts: 2

Re: Intermittent disconnects - CODA-4582U

I've had the same experience... It actually seemed ok for the last few weeks for no reason with minor d/c's here and there and all of a sudden I'm getting the constant intermittent d/cs all over again and for longer periods of downtime. This is unacceptable. I'm on the phone right now ready to cancel my rogers account. Never had these issues with Bell - Only switched because Rogers had better speed packages available for a lower cost... Now I can see why. 

dijitzd
I've Been Here Awhile
Posts: 2

Re: Intermittent disconnects - CODA-4582U

Funny thing is, I am an ignite customer as well and let me tell you that it doesn't get any better. 

gcraven
I've Been Here Awhile
Posts: 3

Re: Intermittent disconnects - CODA-4582U

I had a Rogers sales rep telling me that Rogers Ignite 1Gbps internet is faster then the 1Gbps Rogers Digital Internet that I currently have.  He couldn't tell me why if I am paying for 1Gbps speed that their ignite 1Gbps speed is faster, just that it was.  They are both 1Gbps but one is faster.  🤔

ansred
I Plan to Stick Around
Posts: 12

Re: Intermittent disconnects - CODA-4582U

Issue:

Rogers Modem - Internet keeps dropping at least 3-5 times a day

 

Modem Hitron Details:

Hardware Version 2A
Software Version 7.1.1.33

 

Modem Logs:

11 01/11/2021 09:29:41 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=xxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
12 01/11/2021 20:19:57 66030111 Alert CM Certificate Error;CM-MAC=;CMTS-MAC=xxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
13 01/11/2021 23:18:28 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=xxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
14 01/12/2021 15:51:44 82001200 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=;CMTS-MAC=xxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
15 01/12/2021 20:34:29 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=xxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
16 01/12/2021 20:54:20 66030111 Alert CM Certificate Error;CM-MAC=;CMTS-MAC=xxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
17 01/12/2021 22:09:26 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=xxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;

 

 

It's really frustrating doing this since this pandemic started, already called support and used chat and keep saying no issues on the modem and there is no outages.

 

Can you advise please?

 

I am thinking of moving to another service provider to be honest.

 

RogersCorey
Moderator
Moderator
Posts: 1,443

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