Intermittent disconnects - CODA-4582U

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I Plan to Stick Around
Posts: 15

Re: Intermittent disconnects - CODA-4582U

After 2 tech visits ( one Senior ) , modem swap , "bad cable" switch - here are the stats for all times when ping reply was over 800 ms . Time is ET. Modem was in Gateway mode/WIFI off . Tests were run from wired connection.
Jan 26:
2020-01-26T02:03:38-0500
2020-01-26T06:36:15-0500
2020-01-26T09:56:56-0500
2020-01-26T10:13:06-0500
2020-01-26T11:07:23-0500
2020-01-26T11:35:31-0500
2020-01-26T11:41:33-0500
2020-01-26T13:45:53-0500
2020-01-26T16:25:40-0500
2020-01-26T16:51:37-0500
2020-01-26T17:09:37-0500
2020-01-26T17:27:38-0500
2020-01-26T17:49:39-0500
2020-01-26T18:49:42-0500
2020-01-26T19:21:47-0500
2020-01-26T19:41:49-0500
2020-01-26T20:28:02-0500
2020-01-26T21:52:05-0500
Jan 27 :
2020-01-27T05:49:26-0500
2020-01-27T13:44:19-0500
2020-01-27T16:52:28-0500
2020-01-27T17:18:29-0500
2020-01-27T17:54:47-0500
2020-01-27T18:40:49-0500
2020-01-27T19:43:16-0500
2020-01-27T20:41:19-0500
Jan 28 :
2020-01-28T12:35:55-0500
2020-01-28T13:42:09-0500
2020-01-28T16:20:16-0500
2020-01-28T16:24:23-0500
2020-01-28T17:14:25-0500
2020-01-28T17:16:25-0500
2020-01-28T17:20:26-0500
2020-01-28T17:42:27-0500
2020-01-28T17:46:27-0500
2020-01-28T18:10:28-0500
2020-01-28T19:16:32-0500
2020-01-28T19:58:52-0500
2020-01-28T20:10:53-0500
2020-01-28T21:00:55-0500
What I've noticed is that it really depends on the gateway. I've had extremely bad latency with 99.228.230.1 - Jan 20 - Jan 25 Much better with 99.228.224.1 Jan 26-27 Now I am on 99.228.44.1 and gathering stats . Not sure how/why the gateway changes , I think it does on the modem reboot , which I did probably 30 times in the last week.
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Posts: 986

Re: Intermittent disconnects - CODA-4582U

Hello, @MoeDar

 

Welcome to the Rogers Community Forums!

 

It's very disappointing to see that you are dealing with drops in connection while streaming videos or gaming online. This definitely should not be happening!

 

We'll need to ask a few questions to determine what could be causing this.

  • When did this first start happening, was it working well for a period of time before this began?
  • Are you connecting via Ethernet or WiFi when gaming/streaming?
  • Does the light pattern of your Coda-4582 change when the connection drops?
  • How long does it take for the connection to be restored, does it require any action on your end?
  • Does this affect all devices you are using to game/stream?

We look forward to your responses!

 

RogersTony

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I've Been Here Awhile
Posts: 2

Re: Intermittent disconnects - CODA-4582U

Thank you for your reply.

 

  • When did this first start happening, was it working well for a period of time before this began? - I noticed it on Monday - Jan 27
  • Are you connecting via Ethernet or WiFi when gaming/streaming? -WiFi
  • Does the light pattern of your Coda-4582 change when the connection drops? - All lights go completely off and then back to the initial pattern
  • How long does it take for the connection to be restored, does it require any action on your end? - 5 minutes
  • Does this affect all devices you are using to game/stream?- - I have a laptop, phone and Alexa connected to the WiFi. If I don't use any of these devices nothing happened. But when I start using any of them, the router shuts off and reboots.

I did a hard reset again yesterday but it didn't work. This morning, the router was not working at all. I unplugged it and re-plugged it after 10 minutes, but only the top light was blinking then all lights were off. Eventually, I left it attempting to reboot.

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Moderator
Posts: 986

Re: Intermittent disconnects - CODA-4582U

Hello again, @MoeDar

 

Thanks so much for providing me with those answers!

 

Can you confirm if the modem is connected directly to the power socket or does it connect through a power bar or surge protector? If the latter, please bypass the power bar/surge protector and connect the power cord directly to the wall socket. If the former, please try a completely different power socket. You may need to use an extension cord to make this work.

 

A faulty power bar/surge protector or power socket has been known to cause the modem to reboot itself. Let us know if issues are persistent after trying these steps.

 

I hope this helps!

 

RogersTony

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I Plan to Stick Around
Posts: 13

Re: Intermittent disconnects - CODA-4582U

Hi guys & gals,
 
I'm hoping to get some insight into a problem I've been having for about 4 weeks with my home internet. ​We have Rogers Ignite 500. ​I'm a total ​n​oob when it comes to this stuff​,​ but I'm hoping there's some good knowledge ​in the forums ​to help me out. ​I've ​looked through most of the f​o​r​u​ms and Google/redd​i​t, but I'm hoping to find a tailor-made solution for my situation.
 
We've been getting ​intermittent ​dropouts on both ​the ​Wi-Fi and wired computers​ we have.​ ​I ​have my TV and my home computer plu​g​g​ed​ directly into the H​it​ron​ modem, and then we have a ​Google mesh​ system supplying the Wi-Fi throughout the rest of the house. ​We're getting intermittent dropouts on both the wire connections and the wireless devices. Sometimes it happens a few times per minute and sometimes it happens​ a couple of times an hour. Streaming on the wired connection leads to buffering, studdering, and sometimes complete stoppage, only to kick in again either 2-20 seconds later. Same thing with the wifi connections to smart devices, eg music streaming to Google Home.​
 
I've been on and off the phone with Rogers several times and everything looks good on their end​. Modem reboot, etc. They will be sending a tech soon, is there anything else I can tell them?​ ​They mentioned there was a problem in the area, but 48 hours later it turns out there was no issue and my problem remains. Might this be an issue with the actual lines?
 
​Any insights would be super helpful. TIA!​
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I Plan to Stick Around
Posts: 9

Re: Intermittent disconnects - CODA-4582U

Also in same boat, have Rogers tech visit setup for tomorrow. Anything that I should know before the tech visit about this issue.
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Posts: 6,947

Re: Intermittent disconnects - CODA-4582U

@MD83 @savuser12 can you log into the modem and;

 

1.  Confirm the Software (firmware) version that is currently loaded in the modem;

2.  Navigate to the STATUS .... DOCSIS WAN tab and copy the entire Downstream Overview table, all the way to the bottom of the OFDM/OFDMA section and paste that into a post.  It will copy and paste just like a typical section of any document.  That table can be seen in the following post:

 

https://communityforums.rogers.com/t5/Internet/Question-about-Signal-Levels/m-p/458367#M59789

 

Your signal level tables will give me some idea of what your signal levels look like at the present time. 

 

Then with a pc/laptop that is connected directly to the modem, bring up a command prompt and run a trace to anywhere.  I'm assuming here that the modem is running in Gateway mode.  If the modem is running in Bridge mode with a router behind it, thats fine, don't have to rip apart your network to tdo this.  Type in

 

tracert -4 www.google.com

 

The trace should complete all the way to google.  At this point, take note of the second IP address, or hop #2.  With a direct connection to the modem (in Gateway mode) or connection to a router with the modem in Bridge mode, that address will be the Cable Modem Termination System (CMTS).  I'd like you to ping that address, for the purpose of looking for packet loss.  

 

To do that, type in the following command:     ping -n 3600 xxx.xxx.xxx.xxx   

 

where xxx.xxx.xxx.xxx is the IP address for that second hop.  That will run a ping test to the CMTS for one hour, at one ping per second.  When that is done, right click on the top title bar of the Command box.  Select EDIT .... SELECT ALL.  Then right click again and select EDIT .... COPY.   Paste that into a text editor of your choice and then copy the bottom results.  Paste those results into a post.  

 

You can post both the signal levels and ping test results at the same time.  

 

Fwiw, what you're experiencing might be the same problem that hundreds of other customers and TPIA customers have been experiencing over the last two months, without any explanation from Rogers.  I refer you to the following thread:

 

https://communityforums.rogers.com/t5/Internet/Brutal-latency-ping-Recently/td-p/454780

 



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I Plan to Stick Around
Posts: 13

Re: Intermittent disconnects - CODA-4582U

Firmware: 7.1.1.30

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1603000000QAM2562.500938.605
2591000000QAM2562.599738.605
3597000000QAM2563.200838.983
4849000000QAM256-0.200237.636
5855000000QAM256-0.700337.355
6861000000QAM256-1.000437.355
7579000000QAM2562.700538.983
8585000000QAM2562.299638.983
9279000000QAM2562.500138.983
10609000000QAM2562.7001038.983
11615000000QAM2563.2991138.983
12621000000QAM2562.5991238.983
13633000000QAM2563.4001338.983
14639000000QAM2562.9001438.983
15645000000QAM2563.0991538.605
16651000000QAM2563.2991638.983
17657000000QAM2562.7991738.983
18663000000QAM2563.0991838.605
19669000000QAM2563.2001938.983
20675000000QAM2562.7002038.605
21681000000QAM2562.9002138.605
22687000000QAM2563.2992238.983
23693000000QAM2562.7992338.983
24699000000QAM2562.5992438.605
25705000000QAM2563.0002538.983
26711000000QAM2562.2992638.983
27717000000QAM2562.7992738.605
28723000000QAM2563.0002838.983
29825000000QAM256-0.7992937.636
30831000000QAM256-0.5003037.355
31837000000QAM256-1.0003137.355
32843000000QAM256-1.0003236.609
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES2.799999
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
13699600064QAM43.52046400000
22210000064QAM41.26013200000
33059600064QAM48.27036400000
42530000064QAM41.26023200000
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

 

To do that, type in the following command:     ping -n 3600 xxx.xxx.xxx.xxx   

 

Is this done in a CMD Prompt on Windows? If so, I'm getting non-stop "Request timed out."

 

where xxx.xxx.xxx.xxx is the IP address for that second hop.  That will run a ping test to the CMTS for one hour, at one ping per second.  When that is done, right click on the top title bar of the Command box.  Select EDIT .... SELECT ALL.  Then right click again and select EDIT .... COPY.   Paste that into a text editor of your choice and then copy the bottom results.  Paste those results into a post.  

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Resident Expert
Resident Expert
Posts: 6,947

Re: Intermittent disconnects - CODA-4582U

@MD83 those signal levels don't look bad, and I wouldn't expect any issues where they currently sit.  You're running version 7.1.1.30 which might be fairly recently loaded.  Hate to ask, but can you log back in and have a look at the WAN UP time on the STATUS page.  Please let know what that time happens to be.  Does it related to the time when you first noticed the problems?

 

With that version loaded, if you haven't done it already, reboot the modem.  Thats found in ADMIN .... DEVICE RESET .... Reboot.  I found that when that version was loaded on my modem, the modem was very unstable in terms of the download and upload data rates.  I run my 4582 in Bridge mode, so after a modem reboot, switch back to Gateway mode and then into Bridge mode again, the modem performed as expected.  So, fwiw, I'd run a reboot at a minimum, and if that doesn't produce the desired effect, consider a factory reset and then set the modem up from scratch.  

 

Now, the complicating issue is that there are big problems in the Rogers network these days, so, its hard to separate local issues from network issues.  All one can do is eliminate all of the variables, one by one.  

 

Edit:  ok, I see the additional note.  Thats very odd to say the least.  Yes, its done at a command prompt.  Ok, can you copy the trace results and post those so we can see how far the trace runs.  We'll do this one step at a time and sort it out as we go along. 



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I Plan to Stick Around
Posts: 13

Re: Intermittent disconnects - CODA-4582U

WAN Up Time002 days 20h:40m:46s

 The problem has been occurring for about 4 weeks.

 

With that version loaded, if you haven't done it already, reboot the modem.  Thats found in ADMIN .... DEVICE RESET .... Reboot. I have, but will do it again.

 

I believe I'm in Gateway mode, as the "Residential Gateway Function" is set to "Enabled" Is this accurate? We have Google Wifi providing wireless coverage in the home. (wifi in the CODA is turned off)

 

Trace results:

 

HopIpRTTDomain nameLocation
145.79.12.2013.568 United States
245.79.12.60.442 United States
345.79.12.81.994 United States
4108.170.252.16118.442 United States
5108.170.252.16119.431 United States
6108.170.226.559.132 United States
7172.217.12.464.875dfw28s04-in-f14.1e100.netUnited States