Intermittent disconnects - CODA-4582U

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I'm Here A Lot
Posts: 7

Re: Intermittent disconnects - CODA-4582U

I have been having the same issues for the past 4 months. 

I have had atleast 5 tech visits, 3 modem replacements but this issue has not been resolved.

 

I was on  a promotion of 3 months free and the 28$ a month,so thats the only thing keeping me with rogers. However these frequent disconnects are affecting me badly when i work from home.

 

I think the problem is with these CODA-4582U modems and Rogers cannot switch u to a different modem if u are at 500mbps or 1gbps speed. The worst part is that the modem does not even accurately report the state of ur internet connection. All the lights will be functioning as if u have good internet connection. If u reboot the modem, it will take a good 15 min or many times 30 min to get DHCP connection for ur modem. 

 

Last time i called i asked for a senior level tech to visit, i was told i would get a call back from the department to schedule a tech visit and i never got a call back after 1 week now.

Instead i get these marketing calls from Rogers trying to upsell me TV and other services. I am not a fool to get TV service running on data connection that barely functions.

 

Wake up Rogers or u are going to lose customers faster than flies.

 

 

 

 

 

 

 

I've Been Here Awhile
Posts: 2

Re: Intermittent disconnects - CODA-4582U

I've having similar issues. The modem loses internet connection and has to reconnect, it always takes between 2-4 minutes to reconnect. It happened so far 7 times in the last two hours, the worst I have seen. 

 

I'm in a large condo building in downtown Toronto, only a few years old. It is hard to believe that this is the service they provide to downtown Toronto. 

 

I'm going to dig into this forum a bit and see what others have been saying and see if its the exact same as my problem

I've Been Here Awhile
Posts: 2

Re: Intermittent disconnects - CODA-4582U

Yep I've lost connection about 18 times today in 7 hours

 

It is so bad I got disconnected multiple times from rogers chat, and now I lost my spot in the chat to talk to tech support. 

 

I'm going to put up with maybe 1 or 2 tech visits. But after that I will just cancel Rogers and join Bell.

I've Been Around
Posts: 1

Re: Intermittent disconnects - CODA-4582U

I'm also in Ottawa (Cumberland) and have the same modem/router combo. Just got it last week. Swapped it out for our previous modem hoping that would do the trick. Our internet goes down about 4 times a week...
I'm Here A Lot
Posts: 7

Re: Intermittent disconnects - CODA-4582U

Had a senior tech come to the house 5 days ago after 3 regular tech visit in 1 month. Finally there seems like light is at the end of tunnel.

The senior tech came and swapped the external fiber connector and also the port on the main box. After this change we still had some instability however the connection would come right back.
Also we saw the modem would lose wifi but the physical connection still had internet.

the coda modem is garbage. It has very flaky wifi which contributes to the modem instability. I have my own routers so I have disabled the wifi and modem instability has reduced.

Anyone facing the instability issue I suggest ask the Rogers tech to change the external port. And also the fiber connector. I suspect these external boxes have bad ports .

2ndly I suggest u get ur own routers and disable wifi on Rogers modem and use it purely as modem.
I'm Here A Lot
Posts: 5

Re: Intermittent disconnects - CODA-4582U

I am too having issues with CODA 4582U. The modem disconnects 2.4GHZ every day and refuses connections to this band for at least 2-3 hours. 5G and Ethernet port connections work fine. These modems are junk. All my home automation equipment is connected to 2.4Ghz and seeing them offline for such extended periods sucks. I am thinking of buying a third party wifi modem. 

I've Been Around
Posts: 1

Re: Intermittent disconnects - CODA-4582U


Constant internet disconnects CODA-4582U

 

We've been having constant disconnects with our internet since we got it a couple years ago, we replaced the modem twice now and I've contacted customer support many, many times. Reinstalled firmware, made us change the power supply, "zapped" it from their end... they say that everything looks fine for our connection. Finally had a tech in our home he didn't see any problems when I got a second tech over he looked outside but never came back to tell us if he found anything, but the net is still disconnecting. When its working its fast and works fine but after awhile the up and down arrows will go out or go green and we disconnect for a couple of mins. 

From what I can see in our error messages everytime we disconnect we get alot of these:

 

(Link removed for privacy reasons - RogersMoin)

 

And our down ports look like this :

 

https://imgur.com/kJ9xOI0

 

The only things I can notice are that some ports are 64QAM instead of 256QAM with a really low signal noise

I dont know enough about this stuff though to tell if it has anything to do with the problem.

If anyone has any insight to what might be happening or how I could fix this I would be extremely grateful Smiley Happy Thank you!

 

Moderator
Moderator
Posts: 1,487

Re: Intermittent disconnects - CODA-4582U

Hello, @rrffsss.

 

Welcome to Rogers Community Forums! 😃

 

Thank you for posting your concern in the Community. Internet dropping the connection constantly can be quite bothersome. Your observation of low SNR on few of the Downstream channels is remarkable. We'd love to run a few tests on your connection and take next steps to address the issue. Please send us a private message @CommunityHelpsYou can find details about our private messaging in this blog.

 

Cheers,

RogersMoin

I've Been Here Awhile
Posts: 3

Re: Intermittent disconnects - CODA-4582U

This has been going on for the past two months or so, but the extreme throttling and disconnects has been happening significantly more frequently the past two weeks. I wanted to get some input from the community, because support hasn't been too helpful.

I'll start off with my specs:
Rental modem: CODA-4582U 
Router, bridge-mode: D-LINK DIR-867

What I've done so far with no success:
-Simple restarting of router/modem (1 minute off, and plug back in)
-"Coxial reseating"
-Factory resetting both devices

My internet speeds currently are atrocious. I'm currently paying for the Ignite 300u plan, but I get ranging speeds from 0.3 mbp/s to only 20 mbp/s of download, with my upload speeds ranging from 0.5 mbp/s to 10 mbp/s. The time doesn't matter; I'm sometimes up at 04:00 with the speeds staying like this. I've tried both Ethernet (to the modem) and wireless and they yield the same result (the Wi-Fi, once again, keeps intermittently disconnecting on the CODA-4582U, this was my third replacement modem, also hence why I use the D-LINK router for wireless now).

Occasionally, maybe once or twice a day, the internet disconnects. The status on the CODA-4582U's page shows that it's failing to obtain DHCP. Whenever the internet disconnects, it stays disconnected ranging from 1 minute to 15 minutes.

I've attached the downstream/upstream overviews. Not sure if they're at a normal state right now: downstream.pngupstream and others.png

Thank you very much for your time and help.

Resident Expert
Resident Expert
Posts: 6,050

Re: Intermittent disconnects - CODA-4582U

@Ginibini there's nothing in the signal levels to indicate the presence of any issues.  Your signal levels aren't too bad at all.  

 

The one point to keep in mind, the CODA-4582 modem uses DOCSIS 3.1 on the downstream side, which uses the downstream OFDM channel.  You have one OFDM channel active on your modem which makes sense.  However, there isn't enough data presented for that channel to really determine its health.  Personal opinion, that requires a tech with the right test equipment to make that determination.  The DOCSIS 3.0 channels, (1 to 32) should be around 0 dBmV with a signal to noise ratio of 36 to 40 dBmV and a QAM value of 256, meaning that the modem is using the highest level of data encoding for those downstream DOCSIS 3.0 channels.  Outside of +/- 7/8 dBmv, you will see problems with your internet service.  The range is +/- 15 dBmV, but, from what we've seen in the past, you usually see problems long before that extreme range is ever reached.  At the present time, those channels, on your modem are slightly below 0 dBmV, so, their fine.  

 

Your downstream signal to noise ratios are pretty consistent.  Are you on a Fibre to the Home service, which runs fibre optic to an Optical Network Terminal (ONT) and then short RG-6 cable to the modem?  If so, there's always the possibility of a fibre cable problem or a problem with the ONT.  That has come up in the recent past. 

 

Are you in a house, or in a condo / apartment / highrise.  A house will usually connect to a neighbourhood node, the last locations will or can connect to a Multiple Dwelling Unit which provides data services to those types of buildings.  That MDU is normally located in the utility room of the building instead of down the road in the case of a neighbourhood node. 

 

To load the signal levels into a post you can  simply copy the Downstream Overview table which you have posted.  Start at the line containing the Downstream Overview term, and copy the whole table, right down to the bottom right hand corner of the bottom OFDM/OFDMA section.  Select that entire section, just like you would with any other document, then right click, and select copy.   Then paste that into a post, right click, .... paste.  That will paste in the entire table.  

 

Its always possible that you're connected to a highly congested neighbourhood node, if in fact that is what your modem connects to.  That node then connects to a Cable Modem Termination System (CMTS).  If you chat with tech support, the first line techs can't tell you what the CMTS load happens to be, but, the second line tech can.  I'd get the first line tech to pass you onto a second line tech and ask specifically what the CMTS load happens to be.  If the CMTS is highly loaded, then you can see slow data rates, so its worth asking the question.  The first line tech will probably give you some static about chatting with a second line tech, but, simply ask if he or she can fix a CMTS.  If yes, then ok, whats the answer to the question, if no, then pass me to the second line tech.  Fwiw, it sounds like you're going to have to be a little aggressive here to get to the bottom of this.  I'd agree with a possible unserviceable modem, three unserviceable modems in a row, nope.  Time to buy lottery tickets in that case.  Its time to look beyond a modem swap. 

 

So, the questions of the day:

 

1.  Are you on a Fibre to the Home service, which runs fibre optic to an Optical Network Terminal (ONT) and then short RG-6 cable to the modem?  

 

2.  Are you in a house, or in a condo / apartment / highrise. 

 

3.  Have you already had two or more tech visits, in which case you can ask for a Senior Tech (Real Rogers tech) to look at this problem.