02-28-2018 07:22 PM
@CWolfCW wrote:
Mississauga (Dundas/Winston Churchill)So the past few weeks, my housemates and I have been getting random disconnects from the modem. I've tried without my router, resetting the modem, connecting from a separate jack... to no avail. I'm hoping for advice as to what might be the issue.
DOCSIS WAN
No. Time Type Priority Event 1 02/14/2018 22:43:50 82000200 critical No Ranging Response received - T3 time-out;CMTS-MAC=00:17:10:93:72:23;CM-QOS=1.1;CM-VER=3.1; 2 02/15/2018 00:18:59 68010300 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-QOS=1.1;CM-VER=3.1; 3 02/15/2018 00:45:15 90000000 warning MIMO Event MIMO: Stored MIMO=1 post cfg file MIMO=-1;CM-QOS=1.1;CM-VER=3.1; 4 02/16/2018 23:27:24 82000200 critical No Ranging Response received - T3 time-out;CMTS-MAC=00:17:10:93:72:23;CM-QOS=1.1;CM-VER=3.1; 5 02/17/2018 03:41:02 90000000 warning MIMO Event MIMO: Stored MIMO=1 post cfg file MIMO=-1;CM-QOS=1.1;CM-VER=3.1; 6 02/18/2018 03:41:00 68010300 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-QOS=1.1;CM-VER=3.1; 7 02/18/2018 17:43:56 84020200 warning Lost MDD Timeout;CM-QOS=1.1;CM-VER=3.1; 8 02/21/2018 03:41:01 68010300 error DHCP RENEW WARNING - Field invalid in response v4 option;CMTS-MAC=00:17:10:93:72:23;CM-QOS=1.1;CM-VER=3.1; 9 02/21/2018 15:52:24 82000200 critical No Ranging Response received - T3 time-out;CMTS-MAC=00:17:10:93:72:23;CM-QOS=1.1;CM-VER=3.1; 10 02/25/2018 03:41:02 68010300 error DHCP RENEW WARNING - Field invalid in response v4 option;;CMTS-MAC=00:17:10:93:72:23;CM-QOS=1.1;CM-VER=3.1; 11 02/25/2018 12:44:34 82000200 critical No Ranging Response received - T3 time-out;CMTS-MAC=00:17:10:93:72:23;CM-QOS=1.1;CM-VER=3.1; 12 02/26/2018 03:41:02 68010300 error DHCP RENEW WARNING - Field invalid in response v4 option;CMTS-MAC=00:17:10:93:72:23;CM-QOS=1.1;CM-VER=3.1; 13 02/27/2018 00:35:08 84000500 critical SYNC Timing Synchronization failure - Loss of Sync;CMTS-MAC=00:17:10:93:72:23;CM-QOS=1.1;CM-VER=3.1; 14 02/27/2018 00:35:16 84020200 warning Lost MDD Timeout;CMTS-MAC=00:17:10:93:72:23;CM-QOS=1.1;CM-VER=3.1; 15 02/27/2018 03:41:02 68010300 error DHCP RENEW WARNING - Field invalid in response v4 option;CMTS-MAC=00:17:10:93:72:23;CM-QOS=1.1;CM-VER=3.1; This menu displays both upstream and downstream signal parameters
DOCSIS Overview
Network Access Permitted Subnet Mask 255.255.240.0 DHCP Lease Time 😧 07 H: 00 M: 00 S: 00 Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB) 1 603000000 256QAM 6.700 9 40.366 2 849000000 256QAM 4.000 2 40.946 3 855000000 256QAM 3.100 3 40.366 4 861000000 256QAM 2.900 4 40.366 5 579000000 256QAM 6.300 5 40.366 6 585000000 256QAM 5.800 6 40.366 7 591000000 256QAM 4.600 7 40.366 8 597000000 256QAM 5.400 8 40.366 9 303000000 256QAM 7.200 1 40.366 10 609000000 256QAM 4.900 10 40.366 11 615000000 256QAM 5.600 11 40.946 12 621000000 256QAM 6.300 12 40.946 13 633000000 256QAM 4.100 13 40.946 14 639000000 256QAM 5.800 14 40.946 15 645000000 256QAM 4.600 15 40.366 16 651000000 256QAM 3.600 16 40.946 17 657000000 256QAM 5.000 17 40.366 18 663000000 256QAM 5.400 18 40.366 19 669000000 256QAM 3.900 19 40.946 20 675000000 256QAM 4.900 20 40.366 21 681000000 256QAM 5.200 21 40.366 22 687000000 256QAM 3.400 22 40.366 23 693000000 256QAM 3.500 23 38.983 24 699000000 256QAM 4.500 24 40.366 25 705000000 256QAM 4.400 25 40.946 26 711000000 256QAM 3.800 26 40.366 27 717000000 256QAM 5.300 27 40.366 28 723000000 256QAM 3.900 28 40.946 29 825000000 256QAM 5.500 29 40.946 30 831000000 256QAM 5.000 30 40.366 31 837000000 256QAM 5.000 31 40.946 32 843000000 256QAM 4.600 32 40.366 OFDM Downstream Overview
Receiver FFT type Subcarr 0 Frequency(MHz) PLC locked NCP locked MDC1 locked PLC power(dBmv) 0 NA NA NO NO NO NA 1 4K 290600000 YES YES YES 7.500000 Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth 1 38596000 ATDMA - 64QAM 34.250 3 3200000 2 30596000 ATDMA - 64QAM 30.750 1 6400000 3 23700000 ATDMA - 64QAM 30.250 2 6400000 OFDM/OFDMA Overview
Channel Index State lin Digital Att Digital Att BW (sc's*fft) Report Power Report Power1_6 FFT Size 0 DISABLED 0.5000 0.0000 0.0000 -inf -1.0000 4K 1 DISABLED 0.5000 0.0000 0.0000 -inf -1.0000 4K
Your signal levels look good, but all those errors look like it could be an issue with the CMTS. I suggest calling Rogers and ask them to check other people on your Node for any issues. It could be a Node/CMTS issue.
03-01-2018
06:21 PM
- last edited on
03-01-2018
08:16 PM
by
RogersCilio
As you might expect, plugging the modem directly into the wall socket did not improve things, I'm still getting randomly disconnected. The following is the information I observed while the connection was down. I included all tables as there appears to be nothing in them worth hiding.
DOCSIS Overview
Network Access | Process... |
IP Address | 0.0.0.0 |
Subnet Mask | |
Gateway IP Address | |
DHCP Lease Time | 😧 -- H: -- M: -- S: -- |
Port ID | Frequency (MHz) | Modulation | Signal strength (dBmV) | Channel ID | Signal noise ratio (dB) |
1 | 603000000 | 256QAM | 2.800 | 9 | 36.610 |
5 | 579000000 | 256QAM | 3.300 | 0 | 9.680 |
6 | 585000000 | 256QAM | 3.100 | 0 | 9.818 |
7 | 591000000 | 256QAM | 2.700 | 0 | 9.943 |
9 | 603000000 | 256QAM | 2.800 | 0 | 10.078 |
10 | 609000000 | 256QAM | 3.600 | 0 | 13.200 |
Receiver | FFT type | Subcarr 0 Frequency(MHz) | PLC locked | NCP locked | MDC1 locked | PLC power(dBmv) |
0 | NA | NA | NO | NO | NO | NA |
1 | NA | NA | NO | NO | NO | NA |
Port ID | Frequency (MHz) | Modulation | Signal strength (dBmV) | Channel ID | Bandwidth |
1 | 30596000 | ATDMA - 64QAM | 37.750 | 1 | 6400000 |
Channel Index | State | lin Digital Att | Digital Att | BW (sc's*fft) | Report Power | Report Power1_6 | FFT Size |
0 | DISABLED | 0.5000 | 0.0000 | 0.0000 | -inf | -1.0000 | 4K |
1 | DISABLED | 0.5000 | 0.0000 | 0.0000 | -inf | -1.0000 | 4K |
The next set of tables is from when the connection was back up, I ommitted some tables that looked like they had info that might let someone identify me:
Port ID | Frequency (MHz) | Modulation | Signal strength (dBmV) | Channel ID | Signal noise ratio (dB) |
1 | 603000000 | 256QAM | 2.700 | 9 | 36.610 |
2 | 849000000 | 256QAM | 2.000 | 2 | 34.926 |
3 | 855000000 | 256QAM | 1.900 | 3 | 35.084 |
4 | 861000000 | 256QAM | 2.200 | 4 | 35.084 |
5 | 579000000 | 256QAM | 3.300 | 5 | 36.610 |
6 | 585000000 | 256QAM | 3.100 | 6 | 36.610 |
7 | 591000000 | 256QAM | 2.600 | 7 | 36.387 |
8 | 597000000 | 256QAM | 2.400 | 8 | 36.387 |
9 | 303000000 | 256QAM | -1.500 | 1 | 37.636 |
10 | 609000000 | 256QAM | 3.600 | 10 | 37.356 |
11 | 615000000 | 256QAM | 3.000 | 11 | 36.387 |
12 | 621000000 | 256QAM | 2.600 | 12 | 36.610 |
13 | 633000000 | 256QAM | 3.500 | 13 | 37.356 |
14 | 639000000 | 256QAM | 4.000 | 14 | 37.356 |
15 | 645000000 | 256QAM | 3.600 | 15 | 36.610 |
16 | 651000000 | 256QAM | 3.400 | 16 | 36.610 |
17 | 657000000 | 256QAM | 3.200 | 17 | 36.610 |
18 | 663000000 | 256QAM | 3.900 | 18 | 37.356 |
19 | 669000000 | 256QAM | 4.100 | 19 | 37.356 |
20 | 675000000 | 256QAM | 3.400 | 20 | 36.610 |
21 | 681000000 | 256QAM | 2.800 | 21 | 36.387 |
22 | 687000000 | 256QAM | 3.000 | 22 | 36.387 |
23 | 693000000 | 256QAM | 3.100 | 23 | 36.610 |
24 | 699000000 | 256QAM | 3.300 | 24 | 36.387 |
25 | 705000000 | 256QAM | 2.600 | 25 | 35.780 |
26 | 711000000 | 256QAM | 2.300 | 26 | 35.780 |
27 | 717000000 | 256QAM | 3.000 | 27 | 36.387 |
28 | 723000000 | 256QAM | 3.400 | 28 | 36.387 |
29 | 825000000 | 256QAM | 1.500 | 29 | 35.084 |
30 | 831000000 | 256QAM | 1.800 | 30 | 35.084 |
31 | 837000000 | 256QAM | 2.000 | 31 | 35.084 |
32 | 843000000 | 256QAM | 1.700 | 32 | 35.084 |
Receiver | FFT type | Subcarr 0 Frequency(MHz) | PLC locked | NCP locked | MDC1 locked | PLC power(dBmv) |
0 | NA | NA | NO | NO | NO | NA |
1 | 4K | 290600000 | YES | YES | YES | -0.599998 |
Port ID | Frequency (MHz) | Modulation | Signal strength (dBmV) | Channel ID | Bandwidth |
1 | 38596000 | ATDMA - 64QAM | 45.750 | 6 | 3200000 |
2 | 30596000 | ATDMA - 64QAM | 42.500 | 4 | 6400000 |
3 | 23700000 | ATDMA - 64QAM | 40.500 | 5 | 6400000 |
Channel Index | State | lin Digital Att | Digital Att | BW (sc's*fft) | Report Power | Report Power1_6 | FFT Size |
0 | DISABLED | 0.5000 | 0.0000 | 0.0000 | -inf | -1.0000 | 4K |
1 | DISABLED | 0.5000 | 0.0000 | 0.0000 | -inf | -1.0000 | 4K |
03-01-2018 08:16 PM
@Ghost314 did you reboot the modem to get it back to a working state, or did the modem reboot on its own?
Your downstream DOCSIS 3.0 signal levels are ok, as are the signal to noise ratios, the upstream DOCSIS 3.0 signal levels are above the normal levels for this modem (when its running DOCSIS 3.1 on the downstream side). The upstream levels are still within spec, but, their above the usual 31 to 33 dBmV levels. That indicates that there is either a cable issue, or perhaps an MDU/CMTS issue. Typically, in a house installation, as the external cable fails, the modem upstream output increases until the modem hits 51 dBmV for three channel operation. If the CMTS calls for more power from the modem, the modem will shut down one channel, and run the other two channels with higher power levels. If that still doesn't work, the modem will shut down another channel, resulting in single channel upstream operation. When you're in a dual and single channel mode, you will notice it as the data rates will drop. I wouldn't expect the same for an apartment unless the apartments were connected to an external CMTS, where the cabling is exposed to the elements. Thats why I was indicating that it would be good to know what your modem is connected to, an internal MDU, or external CMTS. That also determines what level of tech is required to sort out the problem.
In any event, when you get a drop in service, you should call in to tech support and at the very least log the event on file. Get enough of those events, and it will gain attention. Put tech support on speed dial and don't hesitate to use it.
03-05-2018
06:47 PM
- last edited on
03-06-2018
02:23 PM
by
RogersCilio
Hello,
I have been getting disconnects with my Rogers 150u account since I converted in November. I changed my modem out 2 weeks ago for a white DOCSIS 3.1 one (CODA). I noticed the same error that occurs on the new modem as the old one when my Internet temporarily disconnects:
03/05/2018 23:31:30 | 90000000 | warning |
MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:83;CM-QOS=1.1;CM-VER=3.1;
|
Here are my current modem details from the web page. The colour items are the one constant I can always see which matches up with my internet disconnect time (adjust 5 hours for timezone).
The DOCSIS event logs is shown here
No. | Time | Type | Priority | Event |
1 | 03/05/2018 23:29:18 | 82000200 | critical | No Ranging Response received - T3 time-out;CM-MAC=90:50:ca:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:83;CM-QOS=1.1;CM-VER=3.1; |
2 | 03/05/2018 23:29:19 | 84000500 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=90:50:ca:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:83;CM-QOS=1.1;CM-VER=3.1; |
3 | 03/05/2018 23:29:24 | 82000200 | critical | No Ranging Response received - T3 time-out;CM-MAC=90:50:ca:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:83;CM-QOS=1.1;CM-VER=3.1; |
4 | 03/05/2018 23:29:25 | 82000300 | critical | Ranging Request Retries exhausted;CM-MAC=90:50:ca:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:83;CM-QOS=1.1;CM-VER=3.1; |
5 | 03/05/2018 23:29:25 | 82000600 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=90:50:ca:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:83;CM-QOS=1.1;CM-VER=3.1; |
6 | 03/05/2018 23:29:32 | 82000200 | critical | No Ranging Response received - T3 time-out;CM-MAC=90:50:ca:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:83;CM-QOS=1.1;CM-VER=3.1; |
7 | 03/05/2018 23:29:33 | 82000300 | critical | Ranging Request Retries exhausted;CM-MAC=90:50:ca:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:83;CM-QOS=1.1;CM-VER=3.1; |
8 | 03/05/2018 23:29:33 | 82000600 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=90:50:ca:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:83;CM-QOS=1.1;CM-VER=3.1; |
9 | 03/05/2018 23:29:58 | 82000400 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=90:50:ca:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:83;CM-QOS=1.1;CM-VER=3.1; |
10 | 03/05/2018 23:30:23 | 90000000 | warning | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=90:50:ca:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:83;CM-QOS=1.1;CM-VER=3.1; |
11 | 03/05/2018 23:30:53 | 82000200 | critical | No Ranging Response received - T3 time-out;CM-MAC=90:50:ca:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:83;CM-QOS=1.1;CM-VER=3.1; |
12 | 03/05/2018 23:30:54 | 82000300 | critical | Ranging Request Retries exhausted;CM-MAC=90:50:ca:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:83;CM-QOS=1.1;CM-VER=3.1; |
13 | 03/05/2018 23:30:54 | 82000600 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=90:50:ca:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:83;CM-QOS=1.1;CM-VER=3.1; |
14 | 03/05/2018 23:30:54 | 82000300 | critical | Ranging Request Retries exhausted;CM-MAC=90:50:ca:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:83;CM-QOS=1.1;CM-VER=3.1; |
15 | 03/05/2018 23:30:54 | 82000600 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=90:50:ca:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:83;CM-QOS=1.1;CM-VER=3.1; |
16 | 03/05/2018 23:31:01 | 82000200 | critical | No Ranging Response received - T3 time-out;CM-MAC=90:50:ca:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:83;CM-QOS=1.1;CM-VER=3.1; |
17 | 03/05/2018 23:31:02 | 82000300 | critical | Ranging Request Retries exhausted;CM-MAC=90:50:ca:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:83;CM-QOS=1.1;CM-VER=3.1; |
18 | 03/05/2018 23:31:02 | 82000600 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=90:50:ca:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:83;CM-QOS=1.1;CM-VER=3.1; |
19 | 03/05/2018 23:31:30 | 90000000 | warning | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=90:50:ca:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:83;CM-QOS=1.1;CM-VER=3.1; |
20 | 03/05/2018 23:33:23 | 82000200 | critical | No Ranging Response received - T3 time-out;CM-MAC=90:50:ca:xx:xx:xx;CMTS-MAC=00:17:10:90:e4:83;CM-QOS=1.1;CM-VER=3.1; |
This menu displays both upstream and downstream signal parameters
Network Access | Permitted |
IP Address | 7.x.x.x |
Subnet Mask | 255.255.240.0 |
Gateway IP Address | 7.x.x.x |
DHCP Lease Time | 😧 06 H: 23 M: 58 S: 54 |
Port ID | Frequency (MHz) | Modulation | Signal strength (dBmV) | Channel ID | Signal noise ratio (dB) |
1 | 615000000 | 256QAM | 0.600 | 11 | 37.356 |
2 | 849000000 | 256QAM | -3.400 | 2 | 36.387 |
3 | 855000000 | 256QAM | -3.300 | 3 | 36.387 |
4 | 861000000 | 256QAM | -2.700 | 4 | 36.387 |
5 | 579000000 | 256QAM | 0.100 | 5 | 36.610 |
6 | 585000000 | 256QAM | 0.500 | 6 | 37.356 |
7 | 591000000 | 256QAM | 0.400 | 7 | 36.610 |
8 | 597000000 | 256QAM | 0.600 | 8 | 37.356 |
9 | 603000000 | 256QAM | 1.000 | 9 | 37.356 |
10 | 609000000 | 256QAM | 1.100 | 10 | 37.356 |
11 | 303000000 | 256QAM | -1.000 | 1 | 36.387 |
12 | 621000000 | 256QAM | 0.200 | 12 | 37.356 |
13 | 633000000 | 256QAM | 0.100 | 13 | 37.356 |
14 | 639000000 | 256QAM | 0.500 | 14 | 36.610 |
15 | 645000000 | 256QAM | 1.000 | 15 | 37.356 |
16 | 651000000 | 256QAM | 1.500 | 16 | 37.356 |
17 | 657000000 | 256QAM | 1.500 | 17 | 37.356 |
18 | 663000000 | 256QAM | 1.700 | 18 | 36.610 |
19 | 669000000 | 256QAM | 2.400 | 19 | 37.636 |
20 | 675000000 | 256QAM | 2.100 | 20 | 37.356 |
21 | 681000000 | 256QAM | 1.800 | 21 | 36.610 |
22 | 687000000 | 256QAM | 1.100 | 22 | 36.610 |
23 | 693000000 | 256QAM | 0.200 | 23 | 36.610 |
24 | 699000000 | 256QAM | -0.100 | 24 | 36.610 |
25 | 705000000 | 256QAM | -0.600 | 25 | 37.636 |
26 | 711000000 | 256QAM | -1.300 | 26 | 36.610 |
27 | 717000000 | 256QAM | -1.500 | 27 | 36.387 |
28 | 723000000 | 256QAM | -1.100 | 28 | 36.610 |
29 | 825000000 | 256QAM | 1.200 | 29 | 37.356 |
30 | 831000000 | 256QAM | -0.800 | 30 | 36.610 |
31 | 837000000 | 256QAM | -2.700 | 31 | 36.610 |
32 | 843000000 | 256QAM | -3.300 | 32 | 36.387 |
Receiver | FFT type | Subcarr 0 Frequency(MHz) | PLC locked | NCP locked | MDC1 locked | PLC power(dBmv) |
0 | NA | NA | NO | NO | NO | NA |
1 | 4K | 290600000 | YES | YES | YES | -0.299999 |
Port ID | Frequency (MHz) | Modulation | Signal strength (dBmV) | Channel ID | Bandwidth |
1 | 30596000 | ATDMA - 64QAM | 34.750 | 1 | 6400000 |
2 | 38596000 | ATDMA - 64QAM | 38.750 | 3 | 3200000 |
3 | 23700000 | ATDMA - 64QAM | 34.000 | 2 | 6400000 |
Channel Index | State | lin Digital Att | Digital Att | BW (sc's*fft) | Report Power | Report Power1_6 | FFT Size |
0 | DISABLED | 0.5000 | 0.0000 | 0.0000 | -inf | -1.0000 | 4K |
1 | DISABLED | 0.5000 | 0.0000 | 0.0000 | -inf | -1.0000 | 4K |
Nothing looks particularly off, and the speed is great. Just these disconnects keep happening and I want to know what to push for when I call tech support.
When I called and changed my modem they said my area was clean and my internet connection looked solid, but they did admit it was odd to have these errors in my logs. New modem was step one to see if it was invovled. My old modem was a black one and I have had it for a couple years without issue.
This seems to have occured after changing from 100u to 150u package.
Thank you!
***Edited: Removed CM MAC address***
03-06-2018 06:50 PM - edited 03-06-2018 06:51 PM
Hello @juched,
Thanks for your post and welcome to the Rogers Community Forums!
These type of intermittent disconnects can get super annoying over time especially if it ends up interrupting important work you are doing online. =(
The signal levels you provided look great everything seems to be in order so these disconnects are very odd! Does it always happen at the same time or does it happen randomly but always with that error in your event logs? Do you have your modem connected to power via a power bar or is it connected directly to the outlet?
Keep us posted!
RogersTony
03-06-2018 09:17 PM
03-07-2018 08:43 PM - edited 03-07-2018 11:06 PM
Hello @juched,
Thanks for the update! We may need to escalate a ticket to our engineering teams to investigate this fully and see what is causing this issue. We'd also like to run a few tests on our end and may have a few followup questions once everything has been tested out on our end.
We'll need to gain access to your account to get started on this. Please send us a Private Message @CommunityHelps so we can take a closer look. For more information on our private Messaging system please Click Here.
We look forward to hearing from you !
RogersZia
03-12-2018
10:07 AM
- last edited on
03-12-2018
10:44 AM
by
RogersCilio
Internet signal cutting out every 15-20 minutes for 1-2 minutes
Anyone experiencing their internet cutting out every 15-20 minutes for a few minutes? It started in the last few weeks. I have my computer plugged right into the rogers modem for fast speed but now I get cutoff very now and then. When I do I check the modem and all the lights are on and working.
I also have BELL internet in the house for the kids. I don’t think Rogers is worth it for $105.08 a month for 100u service if they can’t even keep it going for longer than 15 minutes. If it doesn’t get fixed I plan on cancelling. It’s my last Rogers service and I’ll never go back.
03-12-2018 03:48 PM - edited 03-12-2018 03:49 PM
@ddragon have you called tech support to report the issue? That sounds like the external cable is failing. It would be much easier if it simply failed, as it would make troubleshooting much easier. If you can get thru to tech support while the internet service is out, that is the best time to call. It sounds like the modem is probably rebooting, attempting to reestablish communications with the Cable Modem Termination System (CMTS). If so, you might not have time to contact tech support, but, its worth trying, and you should definitely report this to tech support. Put them on speed dial and don't hesitate to use it. In the mean time, can you log into the modem, navigate to the STATUS .... DOCSIS WAN tab, copy the Downstream and Upstream table and paste that into a post. The copy and paste process will paste in the text contents of the table. Ignore the data that sits above the Downstream table as that modem specific and shouldn't be posted in an open forum.
Are you aware that Bell is rolling out symmetrical service? Looks like their current internet users are seeing upgrades in speeds as well as implementation of symmetrical download/upload rates, without any notice to the upgraded users. Fwiw......
http://www.dslreports.com/forum/r31862917-Internet-Symmetrical-speed-is-back
03-24-2018 01:49 PM
Ottawa (Nepean)
I've been having issues with intermittent disconnecting several times a day for the past few weeks. My modem model name is CGN3ACSMR and I live in a detached house. The disconnects happens on Wifi as well as Ethernet-connected devices. It always comes back up within a couple minutes so I never have time to call support to see what it looks like on their end. I had a similar problem six months ago and swapped the modem and things were good for a while, but now they've started getting bad again. I rarely use cable TV but a few times in the past couple weeks I've noticed pixellation of the signal, although I haven't found any correlation between that and the disconnects.
Any help would be much appreciated (in fact, the Internet just went down again right when I tried to post this the first time!). Here are my downstream/upstream overviews:
Port ID | Frequency (MHz) | Modulation | Signal strength (dBmV) | Channel ID | Signal noise ratio (dB) |
1 | 621000000 | 256QAM | 3.700 | 12 | 40.366 |
2 | 579000000 | 256QAM | 2.600 | 5 | 40.366 |
3 | 585000000 | 256QAM | 1.900 | 6 | 40.366 |
4 | 591000000 | 256QAM | 1.900 | 7 | 40.366 |
5 | 597000000 | 256QAM | 2.300 | 8 | 40.366 |
6 | 603000000 | 256QAM | 2.400 | 9 | 40.366 |
7 | 609000000 | 256QAM | 2.400 | 10 | 40.366 |
8 | 615000000 | 256QAM | 3.500 | 11 | 40.946 |
9 | 303000000 | 256QAM | 1.800 | 1 | 40.366 |
10 | 633000000 | 256QAM | 4.400 | 13 | 40.366 |
11 | 639000000 | 256QAM | 4.400 | 14 | 40.366 |
12 | 645000000 | 256QAM | 3.800 | 15 | 40.946 |
13 | 651000000 | 256QAM | 3.900 | 16 | 40.366 |
14 | 657000000 | 256QAM | 3.800 | 17 | 40.366 |
15 | 663000000 | 256QAM | 3.700 | 18 | 40.946 |
16 | 669000000 | 256QAM | 4.400 | 19 | 40.946 |
17 | 675000000 | 256QAM | 3.800 | 20 | 40.366 |
18 | 681000000 | 256QAM | 3.400 | 21 | 40.366 |
19 | 687000000 | 256QAM | 4.200 | 22 | 40.946 |
20 | 693000000 | 256QAM | 4.300 | 23 | 40.946 |
21 | 699000000 | 256QAM | 3.900 | 24 | 40.366 |
22 | 705000000 | 256QAM | 4.200 | 25 | 40.946 |
23 | 711000000 | 256QAM | 4.800 | 26 | 40.946 |
24 | 717000000 | 256QAM | 4.900 | 27 | 40.366 |
Port ID | Frequency (MHz) | Modulation | Signal strength (dBmV) | Channel ID | Bandwidth |
1 | 30596000 | ATDMA - 64QAM | 44.750 | 1 | 6400000 |
2 | 38596000 | ATDMA - 64QAM | 45.250 | 3 | 3200000 |
3 | 23700000 | ATDMA - 64QAM | 45.000 | 2 | 6400000 |