Intermittent disconnects

[RogersTony]

Hello @juanvs,

Thank you for your post and welcome to the Rogers Community Forums! 

As someone who works from home often I can totally understand how disruptive it can be when the Internet keeps dropping on you.

We appreciate you being so thorough about this as it definitely helps speed up the process knowing everything that has been done up to this point. We'd like to run some tests on our end and review the notes on your file left by the technicians and the agents you've spoken to up until now. We'll be able to better determine the best course of action going forward once this has been done.

Please send us a Private Message to @CommunityHelps so we can get started on this for you. If you are not familiar with our Private Messaging system please Click Here. 

We look forward to hearing from you! 😃

RogersTony

[Datalink]

@RogersTony, @juanvs, I don't have time at the moment for a long explanation, but, @juanvs post shows a worst case and best case scenario.  The first signal levels show the modem running with 6 DOCSIS 3.0 channels downstream and a single channel upstream.  That's not good news.  There should be 32 channels downstream for the DOCSIS 3.0 signal levels and 3 channels upstream for the DOCSIS 3.0 channels upstream.  Running a signal check at the point in time would result in an automatic failure and tech visit.  The second set of signal levels have DOCSIS 3.0 signal to noise ratios at their bottom range if not slightly less.  The upstream levels are elevated for a modem that is running DOCSIS 3.1 on the downstream side.  They should be in the 30 to 32 dBmV range for this modem.  So, there is a signal loss in the lower frequency range and that most likely affects the DOCSIS 3.1 OFDM channel as well.  

From what @juanvs has indicated so far, the techs so far have done nothing but play around the edges on this issue.  He has also indicated that the cable enters the apartment from the outside, so, the cable is exposed to the elements and most likely needs to be replaced in its entirety.  @juanvs I'm assuming here that your apartment is one of those where the cables have been strung up the side of the building, connecting to each apartment independently.  Please correct me if I'm wrong on that one.  Depending on the height of the apartment this is most likely going to take a Rogers tech, and possibly a maintenance crew to change the cable.  Swapping attenuators and connectors obviously hasn't worked so far, that only leaves the cable itself.  Swapping connectors can resolve massive signal loss issues, but, in this case, it doesn't appear to have worked.  Someone is going to have to bite the bullet and get on with swapping the cable instead of taking the easy way out and punting the problem down the road for the next tech to come along and do the exact same thing.  

@juanvs, great post.  Don't worry about the length of the post, many of my posts are considerably longer.  The best time to call is during the signal outages.  Hopefully they last long enough for you to contact Tech Support and have the CSR run a signal check.  The fact that the modem is rebooting is due to the modem attempting to regain contact with the Cable Modem Termination System, which provide modem control and data services.  That's a sign of cable and/or connector problems, usually resolved by replacing both. 

Fwiw, your modem is running DOCSIS 3.1 on the downstream side, DOCSIS 3.0 on the upstream side.  The downstream DOCSIS 3.0 signals, or lack thereof are a moot point as they aren't used, but, the problems are a good indicator that you can expect to see problems with the DOCSIS 3.1 downstream channel.  So, given what you posted for the first set of signal levels, I'm not surprised that your having problems. 

Edit:  put Tech Support on speed dial and don't hesitate to use it.  Call as often as you have outages, if that's what it takes to see that this is finally resolved.  Numerous calls on record for signal dropouts will get the point across eventually. 

[rferts]

Slow internet Speeds & T3 Timeouts

Over the last few years, I have been having T3 timeouts rather consistently, averaging once per day and slow speeds. Although it was not a huge deal, in the beginning, it is starting to be disruptive to my current lifestyle.  I will attach the record of interactions and things that have been done to solve the problem, along with the modem information. If anyone, Rogers employee or fellow customer, has ANY idea of what it could possibly be and how I get Rogers to take me seriously, I would really appreciate it as I'm at my wits end! I suspect something from the tap to the node or CMTS may be the culprit.

Here is my most recent DOCSIS Event Log - Note the techs were here May 19 10am-11am and May 22 from about 3:30-5 pm

DOCSIS Logs

The DOCSIS event logs is shown here

No.	Time	Type	Priority	Event
1	05/19/2018 10:50:24	82000200	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:93:79:03;CM-QOS=1.1;CM-VER=3.1;
2	05/19/2018 10:50:32	90000000	warning	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=00:17:10:93:79:03;CM-QOS=1.1;CM-VER=3.1;
3	05/19/2018 11:09:09	68010300	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=00:17:10:93:79:03;CM-QOS=1.1;CM-VER=3.1;
4	05/19/2018 15:48:11	84020200	warning	Lost MDD Timeout;CM-MAC=;CMTS-MAC=00:17:10:93:79:03;CM-QOS=1.1;CM-VER=3.1;
5	05/19/2018 14:58:20	90000000	warning	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=00:17:10:93:79:03;CM-QOS=1.1;CM-VER=3.1;
6	05/21/2018 09:59:11	82000200	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:93:79:03;CM-QOS=1.1;CM-VER=3.1;
7	05/22/2018 15:54:23	84000500	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=00:17:10:93:79:03;CM-QOS=1.1;CM-VER=3.1;
8	05/22/2018 15:54:29	84020200	warning	Lost MDD Timeout;CM-MAC=;CMTS-MAC=00:17:10:93:79:03;CM-QOS=1.1;CM-VER=3.1;
9	05/22/2018 15:54:49	82000400	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=00:17:10:93:79:03;CM-QOS=1.1;CM-VER=3.1;
10	05/22/2018 16:17:53	82000200	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:93:79:03;CM-QOS=1.1;CM-VER=3.1;
11	05/22/2018 16:18:03	90000000	warning	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=00:17:10:93:79:03;CM-QOS=1.1;CM-VER=3.1;
12	05/22/2018 16:20:47	84000500	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=00:17:10:93:79:03;CM-QOS=1.1;CM-VER=3.1;
13	05/22/2018 16:20:53	84020200	warning	Lost MDD Timeout;CM-MAC=;CMTS-MAC=00:17:10:93:79:03;CM-QOS=1.1;CM-VER=3.1;
14	05/22/2018 16:21:17	82000400	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=00:17:10:93:79:03;CM-QOS=1.1;CM-VER=3.1;
15	05/22/2018 16:22:32	82000200	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:93:79:03;CM-QOS=1.1;CM-VER=3.1;
16	05/22/2018 16:22:32	84000500	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=00:17:10:93:79:03;CM-QOS=1.1;CM-VER=3.1;
17	05/22/2018 16:22:37	84020200	warning	Lost MDD Timeout;CM-MAC=;CMTS-MAC=00:17:10:93:79:03;CM-QOS=1.1;CM-VER=3.1;
18	05/22/2018 16:22:52	82000100	critical	No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;;CMTS-MAC=00:17:10:93:79:03;CM-QOS=1.1;CM-VER=3.1;
19	05/22/2018 17:04:43	90000000	warning	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=CMTS-MAC=00:17:10:93:79:03;CM-QOS=1.1;CM-VER=3.1;
20	05/23/2018 12:33:41	82000200	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:93:79:03;CM-QOS=1.1;CM-VER=3.1;

DOCSIS Overview

Network Access	Permitted
IP Address
Subnet Mask	255.255.240.0
Gateway IP Address
DHCP Lease Time	😧 06 H: 23 M: 13 S: 21

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	645000000	256QAM	3.000	15	35.780
2	849000000	256QAM	-0.600	2	35.595
3	855000000	256QAM	-0.900	3	35.084
4	861000000	256QAM	-1.200	4	35.595
5	579000000	256QAM	1.600	5	35.780
6	585000000	256QAM	2.200	6	35.595
7	591000000	256QAM	2.500	7	35.595
8	597000000	256QAM	2.400	8	35.595
9	603000000	256QAM	2.300	9	35.780
10	609000000	256QAM	2.500	10	36.387
11	615000000	256QAM	2.800	11	36.387
12	621000000	256QAM	2.600	12	36.387
13	633000000	256QAM	2.800	13	36.387
14	639000000	256QAM	3.200	14	36.387
15	303000000	256QAM	0.800	1	35.780
16	651000000	256QAM	3.400	16	36.387
17	657000000	256QAM	3.100	17	35.780
18	663000000	256QAM	2.900	18	36.387
19	669000000	256QAM	2.700	19	36.387
20	675000000	256QAM	2.800	20	36.387
21	681000000	256QAM	2.500	21	35.780
22	687000000	256QAM	2.500	22	35.780
23	693000000	256QAM	2.400	23	36.175
24	699000000	256QAM	2.600	24	36.387
25	705000000	256QAM	2.300	25	36.387
26	711000000	256QAM	2.100	26	36.387
27	717000000	256QAM	1.800	27	35.780
28	723000000	256QAM	1.600	28	36.387
29	825000000	256QAM	0.000	29	35.780
30	831000000	256QAM	-0.200	30	35.780
31	837000000	256QAM	-0.400	31	35.595
32	843000000	256QAM	-0.200	32	35.780

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	1.599998

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	38596000	ATDMA - 64QAM	37.250	3	3200000
2	30596000	ATDMA - 64QAM	32.000	1	6400000
3	23700000	ATDMA - 64QAM	31.250	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

Speed Tests:

Current hard-wired speed test on fast.com is 480 mbps. No other devices are on the network during this test. Typical tests range from 150 - 500 Mbps depending on the time of day using both speedtest.net and fast.com. Running Windows 10 on a Lenovo Yoga11e. I am subscribed to the ROGERS IGNITE GIGABIT - UNLTD package  (I understand it won't be perfect 1.0 Gbps speeds and was told 700+ is acceptable).

This is what has been done:

6-Dec-17				Booked technician. Upgraded to GB plan "more bandwidth should solve the problem"
10-Dec-17			Technician at House	Used handheld device to test signal on lines.
18-Dec-17	11:02 PM	23 min		Phone call - Dropouts and slow speed.
December			Technician at House	Tested signal on lines; changed part in box on house. No solution resolved. Claimed there was no code to indicate problem was beyond house.
30-Apr-18	4:47 PM	25 min		Called to find out why the internet was out. Automated message said there was a scheduled outage in the area (mall being demolished). Requested more information about any more scheduled outages due to the mall demolition - could not provide any. Re-voiced concerns about internet dropping - booked in-home technician to complete this. Also reported exposed wire coming from tap on lawn of Unit 91 - representative booked a team to come look at the wire.
1-May-18	9:24 PM	52 min		Recall to report internet issues. Representative was impatient and rude. Did not understand why two technicians were booked and assumed the exposed wire was the cause of the house issues, which had been going on since Feb. 2016. Blamed me for not calling consistently to report dropped connections. Said that the previous "T3 Timeout" was probably not linked to the current one. Made all sorts of conjectures that were unfounded and lacked evidence. Technicians booked: one for house and one for lawn wire
5-May-18	7:01 PM	39 min		Made sure the technician scheduled for tomorrow to be prepared to lay cable. Re-booked technician
6-May-18	8:00 AM		Technician at House	Tested all wires in house. Moved modem to best wire. Forwarded issues to maintenance.
6-May-18	10:00 AM		Technician at House	Came to see the exposed wire
8-May-18	Approx. 4 pm	Technician at House	Unscheduled. Technician came back claiming maintenance "finished a job" and then removed filter from garage. Internet still slow.
8-May-18	4:42 PM	17 min		Representative said they would send issue off to IT team for remote testing. I should hear back in 2-3 days. No response from IT team received.
16-May-18	8:48 PM	57 Min		Representative tested modem remotely: turned off wifi and extra ethernet ports so only laptop was hardwired. Speeds still below 500. Restarted modem remotely and noted that the system was not picking up the modem. Scheduled technician
19-May-18	10:00 AM	60 min	Technician at House	Hooked line from tap on lawn directly to a new modem. Same low speeds as a result. Said he would pass off to maintenance.
19-May-18	10:57 AM	24 Min	Chris (Manager)	Claimed the Supervisor of a maintenance team would be out to do repairs on Mon. may 21 between 2-4pm. Claimed teams were working on the holiday Monday and that the problem would be fixed the same day.
19-May-18	3:48 PM	18 Min	Kaman (Manager)	Looked into the file and realized booked technician was not equipped to deal with problem. Rescheduled different technician team for Tuesday May 22 at 12pm.
21-May-18	10:13 PM	11 min		Called to double check timing for technician. Told 11-2.
22-May-18			Technician at House	arrived late - call at 2:15 PM  Was supposed to be there between 11-2.
22-May-18	2:20 PM		Charity - Manager I1180477335	Was told the only option was to have someone call back and book a senior technician for another day as "they are high in demand"
22-May-18	Approx 3:30 PM	Technician at House	Tech Hardwired his computer to the modem and "ran tests" Used a handheld device and tested wireless signals around the house. Said everything was fine on the wireless. Tech "ran more tests" on his computer. Went outside to examine the wiring from the outside box on house to the box on lawn (tap?). Final diagnosis was the printer was causing the slow speeds on the network (has been disconnected and unplugged since) and the Netgear Nighthawk X6 router was interfering and causing slow speeds (even on hardwired devices). Changed wireless networks to available frequencies, ensuring as little interference as possible. Replaced cable from garage to outlet upon request (I wanted to make sure the cables in the house were not the issue). Speeds hit max. of 750 Mb/s that evening and within a few hours went back to below 500 Mb/s.

[robcavanagh]

Hello everyone.

I use a laptop to wirelessly connect to the internet and it worked pretty well for the most part. I have noticed some severe disconnects and hanging since my family got a new modem though. What is strange is that other devices such as my phone seem to work well with the new modem but my laptop does not. I have updated the drivers for my laptop's wireless adapter but that has not fixed the issue.

I know that is vague but I cannot figure out what this issue is. Sometimes I will lose the wifi signal completely and other times I will lose my internet connection while the signal is still strong. I use my laptop usually down the hall from the router so I doubt it is a distance issue. Any advice would be greatly appreicated.

[RogersTony]

Hello @rferts & @robcavanagh,

Thank you for your posts and welcome to the Rogers Community Forums! 

An intermittent internet connection can become super disruptive and annoying especially if it happens when you are in the middle of something. =(

@rferts, considering how many technicians we've had out recently I definitely recommend having a Senior Technician visit your home. They are able to spend more time and discuss with the previous technicians that have been out to ensure we find a solution to this matter. We have received your Private Message and we look forwarding to discussing with you more in depth, privately.

@robcavanagh, I know this may not be what you'd like to hear but it sounds like it could be an issue with your laptop since other devices work fine. Is your laptop older compared to the devices that seem to be working fine? Are you connecting via the 2.4G or 5G Wi-Fi network on your laptop?

RogersTony

[robcavanagh]

@RogersTonyI suspected as much to be the case with my problem. I am currently connected via a 2.4G Wi-Fi network. The laptop itself is just about three years old. Not new but not that old by any stretch. I thought I would ask around the Rogers forums because my problem occurred only after the new modem and router was installed and I wondered if anyone had similar problems. Yet it does only happen with the one device as my phone does not seem to have a problem if it is close enough to the router.

EDIT: Things have gotten smoother after I asked the troubleshooter to diagnose the network adapter. I will have to see whether the fix is permanent. Not sure what it fixed to be honest.

[juanvs]

@Datalink @RogersTony Thank you both for your responses. 

Yes, the cable is on the outside of the building, who knows how long it's been sitting there, and right now it's suspect number one for my signal issues. Our cable, however, doesn't come directly, it looks like there's a single cable going up the wall, and I assume a splitter on every floor, which serves two units. This would obviously complicate things, since I don't know if it's the main cable, the splitter, or the cable to our unit that's faulty. There's a metal shield over the whole thing so I can't actually tell if this is in fact the setup. 

Over the past week we got a visit from a third technician, I never actually saw him so I assumed he just worked on the outside of the building, and there was no change to our problem. Rogers then had a senior technician come, he couldn't find any issue with the connections at the apartment (the previous technicians already had changed everything), and all the while he was there the connection was strong, all the signals were perfectly fine. He probably did suspect a lager issue and told me to give him a call if we got the problem again. As expected we got drops in connection again just a few hours after he had left. I have since contacted him, and he has talked with his supervisor. He told me another unit in my building was having the same issue, so he would refer (to Rogers?). He said it would take 48 h after that for a fix, I guess a crew will have to come and change a cable. This was yesterday, so I will give it a couple of days to see if anything has changed. 

@RogersTony if by then there's no improvement I will go ahead and use private messaging.

[nml87]

Intermittent Disconnects CGN3AMR

Hello everyone,

I am reaching out to try to help solve this very frustrating issue. Two weeks ago my modem started disconnecting or rebooting every  20 minutes or so. I have exchanged the modem 3 times, to no avail. The latest modem is silver as opposed to black, and it seems to be better, but it is still happening intermittently.  

I have had two techs come out - the first one suggested I turn off IPv6 functionality on windows 10 computers I own, but that did not solve the issue. Otherwise he noted nothing seemed off. When the second tech arrived, nothing seemed off and everything seemed to work fine. 

If I log into the modem and check out the DOCSIS Event log I get the following (noting only the last couple of errors, but there are far more):

20	06/04/18 21:54:43	82000200	critical	No Ranging Response received - T3 time-out;
21	06/04/18 21:54:43	82000300	critical	Ranging Request Retries exhausted;
22	06/04/18 21:54:43	82000600	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;
23	06/04/18 21:54:44	82000300	critical	Ranging Request Retries exhausted;
24	06/04/18 21:54:44	82000600	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;
25	06/04/18 21:54:44	82000300	critical	Ranging Request Retries exhausted;
26	06/04/18 21:54:44	82000600	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;
27	06/04/18 21:54:49	82000200	critical	No Ranging Response received - T3 time-out;

Clear

A senior technician is going to be calling and setting up an appointment, but at this point I've called Rogers multiple times and re-explained the situation. I'm not sure what other information I can provide, and I'm frustrated because I've had reliable internet for 3 years prior to two weeks ago. Can anyone make sense of these DOCSIS logs? I'm at a loss.

[gp-se]

---

@nml87 wrote:

Intermittent Disconnects CGN3AMR

Hello everyone,

I am reaching out to try to help solve this very frustrating issue. Two weeks ago my modem started disconnecting or rebooting every  20 minutes or so. I have exchanged the modem 3 times, to no avail. The latest modem is silver as opposed to black, and it seems to be better, but it is still happening intermittently.  

I have had two techs come out - the first one suggested I turn off IPv6 functionality on windows 10 computers I own, but that did not solve the issue. Otherwise he noted nothing seemed off. When the second tech arrived, nothing seemed off and everything seemed to work fine. 

If I log into the modem and check out the DOCSIS Event log I get the following (noting only the last couple of errors, but there are far more):

20	06/04/18 21:54:43	82000200	critical	No Ranging Response received - T3 time-out;
21	06/04/18 21:54:43	82000300	critical	Ranging Request Retries exhausted;
22	06/04/18 21:54:43	82000600	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;
23	06/04/18 21:54:44	82000300	critical	Ranging Request Retries exhausted;
24	06/04/18 21:54:44	82000600	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;
25	06/04/18 21:54:44	82000300	critical	Ranging Request Retries exhausted;
26	06/04/18 21:54:44	82000600	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;
27	06/04/18 21:54:49	82000200	critical	No Ranging Response received - T3 time-out;

Clear

A senior technician is going to be calling and setting up an appointment, but at this point I've called Rogers multiple times and re-explained the situation. I'm not sure what other information I can provide, and I'm frustrated because I've had reliable internet for 3 years prior to two weeks ago. Can anyone make sense of these DOCSIS logs? I'm at a loss.

---

I get a few of those errors, I believe they could be pointing to an issues with the MDU/CMTS. I suggest you send a PM to @CommunityHelps asking them to run some tests to determine if the issue effects just your modem, or other people on your MDU. Can you also log into the modem and post the DOCSIS WAN signal levels. Since the modem keeps rebooting that points me towards a signal level or MDU/CMTS issue. Also the odds of getting 3 bad modems...

[nml87]

Hi there,

Thanks for reply! Yesterday it only happened a handful of times, I thought maybe it had resolved itself. Still haven't heard from a senior tech - I had to call back AGAIN and book another senior tech. It's getting pretty frustrating. Here are the latest signal levels I pulled a few moments ago:

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	639000000	256QAM	-2.500	14	38.605
2	579000000	256QAM	-3.000	5	38.983
3	585000000	256QAM	-3.000	6	38.983
4	591000000	256QAM	-2.800	7	38.983
5	597000000	256QAM	-2.200	8	38.983
6	603000000	256QAM	-2.200	9	38.983
7	609000000	256QAM	-2.300	10	38.983
8	615000000	256QAM	-2.900	11	38.983
9	621000000	256QAM	-3.000	12	38.983
10	633000000	256QAM	-2.700	13	38.983
11	303000000	256QAM	-2.800	1	38.983
12	645000000	256QAM	-3.100	15	38.605
13	651000000	256QAM	-3.300	16	38.605
14	657000000	256QAM	-3.600	17	38.983
15	663000000	256QAM	-4.200	18	38.983
16	669000000	256QAM	-3.800	19	38.605
17	675000000	256QAM	-3.400	20	38.983
18	681000000	256QAM	-4.100	21	38.605
19	687000000	256QAM	-4.300	22	38.605
20	693000000	256QAM	-4.500	23	38.605
21	699000000	256QAM	-4.500	24	38.605
22	705000000	256QAM	-4.200	25	38.605
23	711000000	256QAM	-4.100	26	38.605
24	717000000	256QAM	-3.800	27	38.605

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	BandWidth
1	38596000	ATDMA - 64QAM	39.000	3	3200000
2	30596000	ATDMA - 64QAM	37.000	1	6400000
3	23700000	ATDMA - 64QAM	35.500	2	6400000