Intermittent disconnects - CODA-4582U

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MrJames
I Plan to Stick Around
Posts: 9

Re: Intermittent disconnects - CODA-4582U

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
Resident Expert
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Posts: 7,186

Re: Intermittent disconnects - CODA-4582U

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
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Posts: 12

Re: Intermittent disconnects - CODA-4582U

That was a good test on your end @

 

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
I Plan to Stick Around
Posts: 9

Re: Intermittent disconnects - CODA-4582U

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
I Plan to Stick Around
Posts: 12

Re: Intermittent disconnects - CODA-4582U

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
Resident Expert
Resident Expert
Posts: 7,186

Re: Intermittent disconnects - CODA-4582U

@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
I Plan to Stick Around
Posts: 12

Re: Intermittent disconnects - CODA-4582U

@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
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Posts: 37

Re: Intermittent disconnects - CODA-4582U

@stuhome

I’m having the same issue. Similar setup with bridged ASUS router. What IP address are you pinging?
augmentium
I Plan to Stick Around
Posts: 37

Re: Intermittent disconnects - CODA-4582U

@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.  

 

Screen Shot 2021-02-03 at 3.44.58 PM.png

 

4D314100-E031-449C-9602-3A05E4D3D80D_1_201_a.jpegDA734276-AE27-4FDC-A1A6-888376A05DCE_1_201_a.jpeg

Datalink
Resident Expert
Resident Expert
Posts: 7,186

Re: Intermittent disconnects - CODA-4582U

@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.