Intermittent disconnects

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I Plan to Stick Around
Posts: 9

Re: Intermittent disconnects

@Datalink FYI the maintenance appears to have resolved the issue, I have had stable fast internet for the last few days. I don’t know what they did, all that I know was that it was outside in the neighbourhood somewhere.
I've Been Here Awhile
Posts: 2

Re: Intermittent disconnects

CGN Modem keeps rebooting (2nd modem in a row)

 

OK, so randomly my router reboots during the day. Some days its once, other days its 3-4 times. When talking to the Rep on the phone they said the router needed to be swamped out (again as this will be the 3rd "refurbished" unit). As I told the rep something else seemed to be wrong as this is now the 2nd router in 3 days to have the same issue. Any help? I included the DOCSIS WAN and Events below.....any help in figuring this out....The rep's over the phone dont really Trouble shoot its just....after a min or so its "swap it out"....so if anyone can help me nail this down. My net as well is a line above ground coming from a pole (the reps over the phone just seem to ignore the fact)

 

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Signal noise ratio (dB) Channel ID
1 633000000 256QAM 0.000 36.610 13
2 579000000 256QAM 5.700 37.636 5
3 585000000 256QAM 7.200 37.636 6
4 591000000 256QAM 7.500 37.356 7
5 597000000 256QAM 6.200 37.636 8
6 603000000 256QAM 6.100 37.636 9
7 609000000 256QAM 4.500 37.636 10
8 615000000 256QAM 4.000 37.636 11
9 621000000 256QAM 2.000 37.356 12
10 303000000 256QAM 3.800 37.356 1
11 639000000 256QAM -0.400 36.387 14
12 645000000 256QAM -0.600 36.387 15
13 651000000 256QAM 0.600 36.387 16
14 657000000 256QAM 2.400 37.356 17
15 663000000 256QAM 4.600 37.636 18
16 669000000 256QAM 7.100 38.605 19
17 675000000 256QAM 8.200 38.605 20
18 681000000 256QAM 9.700 38.983 21
19 687000000 256QAM 7.700 38.605 22
20 693000000 256QAM 6.900 38.605 23
21 699000000 256QAM 3.800 38.605 24
22 705000000 256QAM 3.000 38.605 25
23 711000000 256QAM 1.400 37.356 26
24 717000000 256QAM 0.800 37.356 27
Upstream Overview
Port ID Frequency (MHz) BandWidth Modulation Type Signal Strength (dBmV) Channel ID
1 23700000 6400000 ATDMA 44.500 2
2 38596000 3200000 ATDMA 44.500 3
3 30596000 6400000 ATDMA 44.500 1

 

 

No Time type Priority Event
1 07/15/18 20:54:22 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:93:ad:90;CM-QOS=1.1;CM-VER=3.0;
2 07/15/18 21:55:02 84020200 warning Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:93:ad:90;CM-QOS=1.1;CM-VER=3.0;
3 07/15/18 21:55:12 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:93:ad:90;CM-QOS=1.1;CM-VER=3.0;
4 07/15/18 21:56:07 84020200 warning Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:93:ad:90;CM-QOS=1.1;CM-VER=3.0;
5 07/15/18 21:58:43 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:93:ad:90;CM-QOS=1.1;CM-VER=3.0;
6 07/15/18 22:03:14 84020200 warning Lost MDD Timeout;CM-MAC=V;CMTS-MAC=00:17:10:93:ad:90;CM-QOS=1.1;CM-VER=3.0;
7 07/15/18 22:03:20 82000400 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:93:ad:90;CM-QOS=1.1;CM-VER=3.0;
8 07/15/18 22:23:31 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:93:ad:90;CM-QOS=1.1;CM-VER=3.0;
9 07/15/18 22:27:05 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:93:ad:90;CM-QOS=1.1;CM-VER=3.0;
10 07/16/18 03:11:50 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:93:ad:90;CM-QOS=1.1;CM-VER=3.0;
11 07/16/18 03:11:51 84020200 warning Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
12 07/16/18 03:11:51 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:93:ad:90;CM-QOS=1.1;CM-VER=3.0;
13 07/16/18 03:14:17 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:93:ad:90;CM-QOS=1.1;CM-VER=3.0;
14 07/16/18 03:52:00 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:93:ad:90;CM-QOS=1.1;CM-VER=3.0;
15 07/16/18 07:42:19 84020200 warning Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:93:ad:90;CM-QOS=1.1;CM-VER=3.0;
16 07/16/18 07:53:56 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:93:ad:90;CM-QOS=1.1;CM-VER=3.0;
17 07/16/18 07:56:21 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:93:ad:90;CM-QOS=1.1;CM-VER=3.0;
18 07/16/18 12:30:11 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:93:ad:90;CM-QOS=1.1;CM-VER=3.0;
19 07/16/18 17:32:50 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:93:ad:90;CM-QOS=1.1;CM-VER=3.0;
20 07/16/18 18:13:17 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:93:ad:90;CM-QOS=1.1;CM-VER=3.0;

 

 

***Edited: Removed CM MAC Address***

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Resident Expert
Resident Expert
Posts: 1,099

Re: Intermittent disconnects

@Average_Gamer

It looks like you have signal issues based on Lost MDD Timeout;

 

I notice you signal has a big variation (0 to +9)

You want the signal close to 0, and usually the variation is +/- 6db. I would suggest sending a PM to @CommunityHelps asking them to check your signal, and other people in your neighbourhood/building to see if this is an area wide issue that requires maintenance, or something that only affects your line. 

 



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I've Been Around
Posts: 1

Re: Intermittent disconnects

After 30+ years, I decided to take all my services to Rogers due to the hefty discount I was receiving on the package. I got gigabit internet last week and I get 50 mbps TOPS. On my phone, I hit 200 ONCE. My upload speed is fine but my download is just terrible. The tech support rep openly admitted to me that my speeds are normal? So I responded with "I'm paying the premium for gigabit internet and you're telling me I'm better off with 100 mbps" and he said "Yes". I am completely shocked! 

 

I've been having intermittent disconnects every few minutes and it's annoying. I really hope i did not make a mistake by cancelling. This is a huge issue for me. I'm getting lower speeds than my previous internet provided. 

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Resident Expert
Posts: 1,099

Re: Intermittent disconnects


@atoorawa wrote:

After 30+ years, I decided to take all my services to Rogers due to the hefty discount I was receiving on the package. I got gigabit internet last week and I get 50 mbps TOPS. On my phone, I hit 200 ONCE. My upload speed is fine but my download is just terrible. The tech support rep openly admitted to me that my speeds are normal? So I responded with "I'm paying the premium for gigabit internet and you're telling me I'm better off with 100 mbps" and he said "Yes". I am completely shocked! 

 

I've been having intermittent disconnects every few minutes and it's annoying. I really hope i did not make a mistake by cancelling. This is a huge issue for me. I'm getting lower speeds than my previous internet provided. 


@atoorawa

Can you log into the modem and post the DOCSIS WAN and DOCSIS LOG please. Also you can call tech support and ask them to check your signal levels. Then ask them to run speed test on your connection and your neighbours to see if the disconnects only affect your line, or other people on your tap/node. 



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I've Been Here Awhile
Posts: 4

Re: Intermittent disconnects

Hello,

 

I'm having disconnection issues with my CODA-4582,  on a Gigabit plan. I seem to get lost packets and at the same time the router will reboot randomly after a few hours of operation. hoping someone might be able to help.  

 

 

Thanks

DOCSIS Logs

The DOCSIS event logs is shown here

No. Time Type Priority Event
1 07/18/2018 17:47:36 84000500 critical SYNC Timing Synchronization failure - Loss of Sync;
2 07/18/2018 17:49:59 82000200 critical No Ranging Response received - T3 time-out;
3 07/18/2018 17:52:09 84000500 critical SYNC Timing Synchronization failure - Loss of Sync;C
4 07/18/2018 17:55:26 84020200 warning Lost MDD Timeout;
5 07/18/2018 18:04:55 84000500 critical SYNC Timing Synchronization failure - Loss of Sync;
6 07/18/2018 18:05:13 82000200 critical No Ranging Response received - T3 time-out;
7 07/18/2018 18:05:42 82000400 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
8 07/18/2018 18:06:00 82000200 critical No Ranging Response received - T3 time-out;
9 07/18/2018 18:06:14 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;
10 07/18/2018 18:09:32 82000200 critical No Ranging Response received - T3 time-out;
11 07/18/2018 18:09:33 82000300 critical Ranging Request Retries exhausted;
12 07/18/2018 18:09:33 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;
13 07/18/2018 18:09:33 82000300 critical Ranging Request Retries exhausted;
14 07/18/2018 18:09:33 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;
15 07/18/2018 18:09:34 82000200 critical No Ranging Response received - T3 time-out;
16 07/18/2018 18:09:35 82000300 critical Ranging Request Retries exhausted;
17 07/18/2018 18:09:35 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;
18 07/18/2018 18:09:53 82000200 critical No Ranging Response received - T3 time-out;
19 07/18/2018 18:10:13 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;
20 07/18/2018 18:10:15 82000500 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;

 

 

 

ownstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 609000000 256QAM 2.900 10 36.387
2 849000000 256QAM 0.600 2 34.484
3 855000000 256QAM 0.400 3 34.346
4 861000000 256QAM 0.100 4 34.484
5 579000000 256QAM 2.800 5 36.610
6 585000000 256QAM 2.700 6 36.610
7 591000000 256QAM 3.200 7 36.844
8 597000000 256QAM 3.700 8 37.356
9 603000000 256QAM 3.500 9 36.844
10 303000000 256QAM 4.200 1 37.636
11 615000000 256QAM 3.000 11 36.610
12 621000000 256QAM 3.100 12 36.610
13 633000000 256QAM 3.200 13 36.387
14 639000000 256QAM 3.100 14 36.387
15 645000000 256QAM 3.000 15 36.175
16 651000000 256QAM 2.700 16 35.780
17 657000000 256QAM 2.700 17 35.780
18 663000000 256QAM 3.000 18 35.780
19 669000000 256QAM 3.100 19 35.780
20 675000000 256QAM 3.700 20 35.780
21 681000000 256QAM 3.700 21 36.387
22 687000000 256QAM 4.300 22 36.387
23 693000000 256QAM 4.100 23 36.387
24 699000000 256QAM 4.300 24 36.610
25 705000000 256QAM 4.100 25 36.387
26 711000000 256QAM 3.800 26 35.780
27 717000000 256QAM 3.400 27 36.387
28 723000000 256QAM 3.300 28 36.387
29 825000000 256QAM 1.600 29 35.084
30 831000000 256QAM 1.200 30 34.926
31 837000000 256QAM 1.200 31 34.926
32 843000000 256QAM 0.900 32 34.346
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 275600000 YES YES YES 4.199997
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 30596000 ATDMA - 64QAM 38.750 1 6400000
2 38595707 ATDMA - 64QAM 42.750 3 3200000
3 23700000 ATDMA - 64QAM 36.000 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
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Resident Expert
Resident Expert
Posts: 1,099

Re: Intermittent disconnects

@tilo


@tilo wrote:

Hello,

 

I'm having disconnection issues with my CODA-4582,  on a Gigabit plan. I seem to get lost packets and at the same time the router will reboot randomly after a few hours of operation. hoping someone might be able to help.  

 

 

 

 

Lots of Sync errors, those are the disconnects. Your signal looks good, so I believe this is a neighbourhood/node/cmts issue that requires maintenance to be sent out to correct. send a pm to @CommunityHelps asking them to check your line and other people on your node to see if this issue affects other people. 

 



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I Plan to Stick Around
Posts: 20

Re: Intermittent disconnects

what ive noticed is that the quality of the cable to your modem really matters..

use only good quality RG6 cable... I dont know if that made the difference for me but I have weeks of no disconnects after that
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I've Been Here Awhile
Posts: 4

Re: Intermittent disconnects

They did notice upstream interference when they performed a line check however it looks like they couldn't identify the problem yet.


@roy86 - i did change all the cables inside the house and got news ones put in.
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I've Been Here Awhile
Posts: 4

Re: Intermittent disconnects

After i got the line test and the maintenance tech said there was no issues.

 

I'm still disconnecting and getting a different set of error messages. 

 

No.

Time

Type

Priority

Event

1

07/22/2018 15:27:31

84000500

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=X.X.X.X;CMTS-MAC=00:17:10:91:18:8b;CM-QOS=1.1;CM-VER=3.1;

2

07/22/2018 15:29:52

82000200

critical

No Ranging Response received - T3 time-out;CM-MAC=X.X.X.X;CMTS-MAC=00:17:10:91:18:8b;CM-QOS=1.1;CM-VER=3.1;

3

07/22/2018 15:29:52

82000300

critical

Ranging Request Retries exhausted;CM-MAC=X.X.X.X;CMTS-MAC=00:17:10:91:18:8b;CM-QOS=1.1;CM-VER=3.1;

4

07/22/2018 15:29:52

82000600

critical

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=X.X.X.X;CMTS-MAC=00:17:10:91:18:8b;CM-QOS=1.1;CM-VER=3.1;

5

07/22/2018 15:29:56

82000200

critical

No Ranging Response received - T3 time-out;CM-MAC=X.X.X.X;CMTS-MAC=00:17:10:91:18:8b;CM-QOS=1.1;CM-VER=3.1;

6

07/22/2018 15:29:56

82000300

critical

Ranging Request Retries exhausted;CM-MAC=X.X.X.X;CMTS-MAC=00:17:10:91:18:8b;CM-QOS=1.1;CM-VER=3.1;

7

07/22/2018 15:29:56

82000600

critical

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=X.X.X.X;CMTS-MAC=00:17:10:91:18:8b;CM-QOS=1.1;CM-VER=3.1;

8

07/22/2018 15:29:57

82000200

critical

No Ranging Response received - T3 time-out;CM-MAC=X.X.X.X;CMTS-MAC=00:17:10:91:18:8b;CM-QOS=1.1;CM-VER=3.1;

9

07/22/2018 15:30:27

82000400

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=X.X.X.X;CMTS-MAC=00:17:10:91:18:8b;CM-QOS=1.1;CM-VER=3.1;

10

07/22/2018 15:31:02

82000200

critical

No Ranging Response received - T3 time-out;CM-MAC=X.X.X.X;CMTS-MAC=00:17:10:91:18:8b;CM-QOS=1.1;CM-VER=3.1;

11

07/22/2018 15:31:20

90000000

warning

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=X.X.X.X;CMTS-MAC=00:17:10:91:18:8b;CM-QOS=1.1;CM-VER=3.1;

12

07/22/2018 15:33:40

82000200

critical

No Ranging Response received - T3 time-out;CM-MAC=X.X.X.X;CMTS-MAC=00:17:10:91:18:8b;CM-QOS=1.1;CM-VER=3.1;

13

07/22/2018 15:33:40

82000300

critical

Ranging Request Retries exhausted;CM-MAC=X.X.X.X;CMTS-MAC=00:17:10:91:18:8b;CM-QOS=1.1;CM-VER=3.1;

14

07/22/2018 15:33:40

82000600

critical

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=X.X.X.X;CMTS-MAC=00:17:10:91:18:8b;CM-QOS=1.1;CM-VER=3.1;

15

07/22/2018 15:33:41

82000300

critical

Ranging Request Retries exhausted;CM-MAC=X.X.X.X;CMTS-MAC=00:17:10:91:18:8b;CM-QOS=1.1;CM-VER=3.1;

16

07/22/2018 15:33:41

82000600

critical

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=X.X.X.X;CMTS-MAC=00:17:10:91:18:8b;CM-QOS=1.1;CM-VER=3.1;

17

07/22/2018 16:02:40

82000400

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=X.X.X.X;CMTS-MAC=00:17:10:91:18:8b;CM-QOS=1.1;CM-VER=3.1;

18

07/22/2018 16:02:54

84020200

warning

Lost MDD Timeout;CM-MAC=X.X.X.X;CMTS-MAC=00:17:10:91:18:8b;CM-QOS=1.1;CM-VER=3.1;

19

07/22/2018 16:33:10

82000400

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=X.X.X.X;CMTS-MAC=00:17:10:91:18:8b;CM-QOS=1.1;CM-VER=3.1;

20

07/22/2018 16:33:29

85010200

warning

TCS Partial Service;CM-MAC=X.X.X.X;CMTS-MAC=00:17:10:91:18:8b;CM-QOS=1.1;CM-VER=3.1;