Intermittent disconnects

[RogersCilio]

Hello @PercyARS,

Welcome to the Community Forums. I apologize for the delayed response.

I can understand how frustrating it is to have intermittent internet service. Are you still experiencing this issue now? If so, we'd be happy to look into that for you. Next time you're online, please reach out to @CommunityHelps via PM.

To learn more about Private Message you can visit this page here.

Have a safe long weekend,

RogersCilio

[lethalsniper]

I'm having the same issue with this new firmware.22 all handheld devises work except my acer laptop keeps on getting disconnected never had issue with.21

[raymarquise]

 250/20 disconnects / constant slow down

 I made some account changes a week ago, now on the 250/20 using the CGN3ACSMR. Since I setup the modem I've been having these constant slow downs or disconnects. Rebooting the modem will get me back up to speed most of the time, but it only lasts 5 - 30 mins, then slows down again.

Contacted Rogers, but the Tech says nothing he can do, since the speed check while chatting with him was close to 200mbps. Of course, 5 mins after I hung up the phone, it slowed down to 43mbps.

Any help in fixing this would be greatly appreciated.

 

DOCSIS WAN

This menu displays both upstream and downstream signal parameters

DOCSIS Overview

Network Access	Permitted
IP Address	7.37.xxx.xxx
Subnet Mask	255.255.240.0
Gateway IP Address	7.37.xxx.x
DHCP Lease Time	😧 06 H: 22 M: 27 S: 37

DOCSIS Logs

The DOCSIS event logs is shown here

No.	Time	type	Priority	Event
1	10/09/16 12:08:23	82000200	critical	No Ranging Response received - T3 time-out;
2	10/09/16 13:01:34	90000000	warning	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-
3	10/09/16 13:01:40	73040100	notice	TLV-11 - unrecognized
4	10/09/16 13:42:43	90000000	warning	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-
5	10/09/16 13:42:50	73040100	notice	TLV-11 - unrecognized ;

Hardware Version	1A
Software Version	4.5.8.22
Gateway Serial Number	xxxxxxxxxxxx
HFC MAC Address	xxxxxxxxxxxxxxxxx
System Time	Sun, 09 Oct 2016 13:20:01
Time Zone	UTC+00:00 Greenwich Mean Time: Dublin, London, Lisbon
LAN Up Time	000 days 00h:38m:58s
WAN IP Address	xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
WAN Receiving	331.57M Bytes
WAN Sending	94.17M Bytes
Private LAN IP Address	xxxxxxxxxxxxxxxx
LAN Receiving	94.57M Bytes
LAN Sending	313.36M Bytes
WAN Up Time	000 days 00h:36m:05s

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	693000000	256QAM	4.500	47	40.946
2	609000000	256QAM	3.800	34	40.946
3	615000000	256QAM	3.300	35	43.377
4	621000000	256QAM	2.900	36	40.366
5	633000000	256QAM	3.000	37	40.946
6	639000000	256QAM	2.800	38	40.946
7	645000000	256QAM	3.000	39	40.946
8	651000000	256QAM	3.200	40	40.366
9	657000000	256QAM	4.000	41	40.946
10	663000000	256QAM	3.800	42	40.366
11	669000000	256QAM	4.000	43	40.946
12	675000000	256QAM	4.000	44	40.946
13	681000000	256QAM	4.200	45	40.946
14	687000000	256QAM	4.300	46	40.946
15	603000000	256QAM	3.300	33	40.946
16	699000000	256QAM	4.700	48	40.366
17	705000000	256QAM	4.700	49	40.946
18	711000000	256QAM	5.600	50	40.946
19	717000000	256QAM	6.000	51	43.377
20	723000000	256QAM	6.000	52	40.366
21	825000000	256QAM	2.900	53	40.946
22	831000000	256QAM	1.900	54	40.366
23	837000000	256QAM	2.000	55	40.946
24	843000000	256QAM	2.000	56	40.946

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	BandWidth
1	23700000	ATDMA - 64QAM	38.250	2	6400000
2	38596000	ATDMA - 64QAM	38.250	3	3200000
3	30596000	ATDMA - 64QAM	38.250	1	6400000

[WBarras]

Hi, I'm wondering if my signal levels are sufficent? I'm getting constant disconnects with a bunch of T3 and other errors on  my router logs for the past 2 weeks now. I'm wondering if it's my old wiring in the house that is causing this. However when I had the CGN2, it was not a problem (T3 timeout with reboot every 2-3 months) with the CGNACSAMR I'm getting one almost every night coming home from work. 

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	609000000	256QAM	-4.900	34	40.946
2	339000000	256QAM	-0.400	6	40.946
3	345000000	256QAM	0.100	7	40.946
4	351000000	256QAM	0.000	8	43.377
5	357000000	256QAM	-0.200	9	40.946
6	363000000	256QAM	-0.400	10	40.946
7	369000000	256QAM	-0.300	11	43.377
8	375000000	256QAM	-0.100	12	40.946
9	381000000	256QAM	-0.100	13	43.377
10	387000000	256QAM	-0.500	14	40.946
11	393000000	256QAM	-0.900	15	40.946
12	399000000	256QAM	-1.000	16	40.946
13	405000000	256QAM	-1.000	17	40.946
14	411000000	256QAM	-1.400	18	40.366
15	417000000	256QAM	-1.300	19	40.946
16	423000000	256QAM	-1.500	20	40.946
17	429000000	256QAM	-1.700	21	40.946
18	435000000	256QAM	-1.700	22	40.946
19	441000000	256QAM	-1.800	23	40.946
20	447000000	256QAM	-1.800	24	40.946
21	603000000	256QAM	-5.500	33	40.946
22	333000000	256QAM	-0.400	5	40.946
23	615000000	256QAM	-5.300	35	40.366
24	621000000	256QAM	-5.600	36	40.946

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	BandWidth
1	23700000	ATDMA - 64QAM	33.000	2	6400000
2	38596000	ATDMA - 64QAM	34.000	3	3200000
3	30596000	ATDMA - 64QAM	33.750	1	6400000

Thanks in advance. Should I be talking to a tech person on the phone as soon ast disconnects the next time?

[Datalink]

@WBarras, you have a high frequency roll-off occurring on the downstream.  The signal levels start at almost 0 dBmV, and by the time you reach 621 Mhz, the signal level is down almost 6 dB.  So, that in itself isn't a good thing but, even with that, the internet modem shouldn't be dropping off line.  The signal to noise ratios are good.  The upstream signal levels are low.  Normally they are in a 36 to 40 dBmV range, but, the modem uses pre-equalization on the upstream, where the CMTS indicates to the modem what transmitted signal level is satisfactory so that the signal arrives at the CMTS with the right level and signal to noise ratio.  So, that makes the upstream levels a little more difficult to judge. 

You might be getting some very fast transient signal levels downward on the downstream that are too fast to display on that page.  That might account for the service drop outs.  The one way to see that is to load pingplotter and ping the CMTS to look for packet loss and any potential drop outs.  Let me know if you want to pursue that. 

If the service drop outs are long enough to last thru a call to tech support, then that is the best time to call them.  Don't reset the modem.  Let the CSR attempt to query the modem.  The question at that point is whether the problem is just with your cable line, or if it also affects your neighbors or if its a wider area problem.  So, don't hesitate to call tech support, every day and more than once a day if necessary.  Put tech support on speed dial and don't hesitate to use it. 

[oogabooga007]

Hi all,

I've been having intermittent dropouts with my Rogers internet and thought to turn here for one last chance at a solution before I try another provider. 

The problem: Sometimes the internet can be stable for weeks, then it will die 3-4 times in a few hours, or a few times within a week. All my devices, including those wired directly to the Hitron modem, are affected. Sometimes the internet will come back to life within a minute, other times it will take longer (up to 2 hours) and/or power cycling the Hitron modem. During the shorter outages, my Hitron often keeps the usual 'connected' lights on the front panel. Longer outages and the blue "up" and "down" lights go off.

I'll mention that we have fibre to the home. 

The various setups I've tried: In the beginning, I had a Hitron CGN2 (wifi disabled), with one computer and an Airport Extreme (bridge mode, no DHCP) both connected via ethernet cables. I moved this setup to three different cable outlets in the house (two were dedicated; no splitters). After a few months, I replaced the CGN2 with a CGN3. For a while, I tried using the CGN3 as both modem and wifi router (i.e. the Airport Extreme was completely removed).  Currently, I'm trying something different: the CGN3 is in Gateway mode (i.e. no DHCP/WiFi) and only the Airport Extreme (with DHCP/NAT/WiFi on) is connected to it. My intermittent dropouts have occurred during all of the above configurations.

Rogers has visited twice: once to re-terminate all the cable jacks within the home, and a second time to replace the fibre-to-cable converter in the basement. Friendly techs both times, but no relief with the problem.

The CGN3 event page reports "no ranging response received - t3 time-out", and it appears to be around the time of my outages. However, some outages will happen without any events appearing in the logs of the CGN3. It's in bridge mode now so I'm not sure how to access the CGN3's internal web server anyways. 

Yesterday was a particularly bad day - the internet kept dropping - so I left "ping google.com" running in a Terminal window (Mac) on a comptuer connected via internet. Over five minutes, the packet loss was ~36% (usually, it's 0%).

Any help would be appreciated. Given that literally everything downstream of the fibre optic cable has been replaced at this point, I don't think there's anything left for me to try.  Oh - throughout ALL of this, our Rogers TV service has been perfectly fine, and works even if the internet is down.

Thanks!

Sam

[oogabooga007]

Update: This problem continues to persist. (It is certainly not solved, even though this thread is marked as such.)

[Gdkitty]

It is marked as solved, as its another users initial thread, and their issue may have been soved.

I am not sure how many users here are familiar with fiber direct... i am not sure overall how different it is..
Though it appears to be using the same modems, etc... so i would assume most of the other stuff is the same, its only the delivery.  (so the troubleshooting on the fiber line itself would be different than cable, etc).

Are you able to log into the gateway and post the signal levels at a good time and a bad time? Just to see if there is anything there which may be amiss.

[oogabooga007]

Hi Gdkitty,

I can't login to the Hitron currently as it's in 'bridge' mode and there's no access to 192.168.0.1 (I think I read elsewhere this is a bug in the firmware).

Last I recall, the signal levels were -2 dBmV down and 38.5 dBmV up. I can say that every time I've called a CSR and they've tested my signal levels (whether my internet was working or not),  the CSR has said both up and down are within acceptable values.

Sam

PS - I'd intitally created a new thread, but my post was merged into this one. Does anyone know of a way to mark it as 'unsolved' again?

[Gdkitty]

Yeah, when bridged, your own router, etc.. will take usually be your gateway at 192.168.0.1 (or whatever you have it set as).

Depending on what your model is.. (as some firmware seems to permit it and some dont) some of them you can access the gateway via 192.168.100.1


Was just asking, as if there is a DROP durring the Bad times.
But generally for good times, that strength isnt horrible if fairly consistant across all the channels.