Intermittent disconnects

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Resident Expert
Resident Expert
Posts: 6,026

Re: Intermittent disconnects

@azar1 call tech support and ask the tech to run a signal check on the modem.  It shouldn't pass the signal check.  Next step is to arrange for a tech visit to inspect the external cable and its connectors.  You definitely have some type of cable / connector problem on the go, so, first step is a tech visit.  Ensure that the tech understands that you're seeing service dropouts.

 

When that tech visit is complete, keep an eye on those signal levels.  The downstream DOCSIS 3.0 signal levels should be at or near 0 dBmV.  The upstream DOCSIS 3.0 levels should drop to somewhere around 30 to 32 dBmV for this modem.  If you still see service dropouts, call tech support again, and again, as many times as necessary.  Put tech support on speed dial and don't hesitate to use it to register a complaint regarding yet another service dropout.  Sometimes this takes more than one tech visit to resolve.  Be proactive and don't hesitate to call in. 

 

The modem itself is running DOCSIS 3.1 on the downstream side as can be seen with the one active OFDM channel, so, those upper DOCSIS 3.0 channels aren't used.  But, they are an indicator that there is an ongoing issue with the external cable and/or the connectors. 

 

The log timeouts aren't a huge issue.  Their simply a case of the modem requesting a maintenance period from the Cable Modem Termination System (CMTS), and not receiving a maintenance period within the usual timeframe.  That doesn't necessarily translate to a modem problem, just a case that the maintenance request has not been honoured by the CMTS.  So, the modem logs it (unfortunately) as a critical error, and carries on to request a maintenance period once again.  That cycle will continue until the maintenance period request is honoured by the CMTS. 



I Plan to Stick Around
Posts: 19

Re: Intermittent disconnects

@Datalink Thank you for your prompt response. A tech is being dispatched tomorrow. I will keep you updated on the outcome.

I Plan to Stick Around
Posts: 19

Re: Intermittent disconnects

@Datalinkthe technician came over today and quickly checked the signal coming into the home and immediately said its very weak. He then went outside near the power meter and checked it there. Said the signal coming from the supply box is weak and he will have to run a wire from the supply box to my home. (Sorry if I'm not using the right words here)

He said he had to run a long wire, currently it's going over 3 trees and across into my house. He said this is a temporary solution and he'd note that in about 2 months another team would come and fix the cable underground to the home. I hope this will be doner sooner because the wiring job isn't too nice to look at and I'm worried the neighbors will complain since it's using their trees.

He then went inside and added a power adapter with a coax cable into a new splitter, not sure what that's all about?

The end result however has been promising. No drops at all today and steady speeds. Hopefully it stays that way and hopefully they're able to fix the issue in a way where we don't have a massive wire running on top of people's driveways lol

Edit: can't properly paste the modem data from my phone so I'll post that later on.

I've Been Here Awhile
Posts: 3

Re: Intermittent disconnects

Hello all,

I need your guidance or help on this since this is driving me crazy..

I actually found really similar issue that was posted on 2016. 

http://communityforums.rogers.com/t5/Internet/Internet-goes-down-for-5-minutes-once-to-twice-a-day/t...

He apprarently was not able to solve the issue...

 

Long to short, I have no speed/latency/throughput issue while internet is up, however, when I push high usage  (mostlikely playing a game on PS4), it will likely drop the connection and restarting the internet.

 

I have called technician twice already.

First solution was replace the modem and second time was technician came to my place and replaced all the old adapters (not cable).  

 

Strangely enough, this only started happening 2 weeks ago. Until then, I had no issue whatsoever. 

 

Here's the logs from hitron.

 

Thanks for your help in advance!

DOCSIS Logs

The DOCSIS event logs is shown here

No. Time Type Priority Event
1 09/04/18 05:07:39 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=;CMTS-MAC=00:17:10:91:05:8f;CM-QOS=1.1;CM-VER=3.0;
2 09/04/18 05:07:40 82000300 critical Ranging Request Retries exhausted;CM-MAC=;CMTS-MAC=00:17:10:91:05:8f;CM-QOS=1.1;CM-VER=3.0;
3 09/04/18 05:07:40 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=;CMTS-MAC=00:17:10:91:05:8f;CM-QOS=1.1;CM-VER=3.0;
4 09/04/18 05:07:40 82000300 critical Ranging Request Retries exhausted;CM-MAC=;CMTS-MAC=00:17:10:91:05:8f;CM-QOS=1.1;CM-VER=3.0;
5 09/04/18 05:07:40 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=;CMTS-MAC=00:17:10:91:05:8f;CM-QOS=1.1;CM-VER=3.0;
6 09/04/18 05:08:01 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:91:05:8f;CM-QOS=1.1;CM-VER=3.0;
7 09/04/18 05:08:11 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=00:17:10:91:05:8f;CM-QOS=1.1;CM-VER=3.0;
8 09/04/18 05:08:12 73040100 notice TLV-11 - unrecognized OID;CM-MAC=;CMTS-MAC=00:17:10:91:05:8f;CM-QOS=1.1;CM-VER=3.0;
9 09/04/18 05:53:39 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:91:05:8f;CM-QOS=1.1;CM-VER=3.0;
10 09/04/18 05:53:40 82000300 critical Ranging Request Retries exhausted;CM-MAC=;CMTS-MAC=00:17:10:91:05:8f;CM-QOS=1.1;CM-VER=3.0;
11 09/04/18 05:53:40 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=;CMTS-MAC=00:17:10:91:05:8f;CM-QOS=1.1;CM-VER=3.0;
12 09/04/18 05:53:44 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:91:05:8f;CM-QOS=1.1;CM-VER=3.0;
13 09/04/18 05:53:44 82000300 critical Ranging Request Retries exhausted;CM-MAC=;CMTS-MAC=00:17:10:91:05:8f;CM-QOS=1.1;CM-VER=3.0;
14 09/04/18 05:53:44 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=;CMTS-MAC=00:17:10:91:05:8f;CM-QOS=1.1;CM-VER=3.0;
15 09/04/18 05:53:45 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:91:05:8f;CM-QOS=1.1;CM-VER=3.0;
16 09/04/18 05:53:45 82000300 critical Ranging Request Retries exhausted;CM-MAC=;CMTS-MAC=00:17:10:91:05:8f;CM-QOS=1.1;CM-VER=3.0;
17 09/04/18 05:53:45 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=;CMTS-MAC=00:17:10:91:05:8f;CM-QOS=1.1;CM-VER=3.0;
18 09/04/18 05:54:05 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:91:05:8f;CM-QOS=1.1;CM-VER=3.0;
19 09/04/18 05:54:15 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=00:17:10:91:05:8f;CM-QOS=1.1;CM-VER=3.0;
20 09/04/18 05:54:16 73040100 notice TLV-11 - unrecognized OID;CM-MAC=;CMTS-MAC=00:17:10:91:05:8f;CM-QOS=1.1;CM-VER=

 

Network Access Permitted
IP Address  
Subnet Mask 255.255.252.0
Gateway IP Address  
DHCP Lease Time D: 07 H: 00 M: 00 S: 00
Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 615000000 256QAM 6.300 11 40.366
2 579000000 256QAM 5.500 5 40.366
3 585000000 256QAM 5.400 6 40.366
4 591000000 256QAM 5.600 7 40.946
5 597000000 256QAM 5.400 8 40.366
6 603000000 256QAM 6.000 9 40.366
7 609000000 256QAM 6.100 10 40.366
8 303000000 256QAM 3.800 1 38.983
9 621000000 256QAM 6.200 12 40.366
10 633000000 256QAM 6.400 13 38.983
11 639000000 256QAM 6.700 14 40.946
12 645000000 256QAM 7.000 15 40.946
13 651000000 256QAM 6.900 16 40.946
14 657000000 256QAM 7.000 17 40.366
15 663000000 256QAM 7.300 18 40.366
16 669000000 256QAM 7.100 19 40.366
17 675000000 256QAM 7.400 20 40.366
18 681000000 256QAM 7.300 21 40.366
19 687000000 256QAM 7.600 22 40.366
20 693000000 256QAM 7.100 23 40.366
21 699000000 256QAM 6.600 24 40.946
22 705000000 256QAM 6.500 25 40.366
23 711000000 256QAM 6.700 26 40.946
24 717000000 256QAM 6.500 27 40.366
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 23700000 ATDMA - 64QAM 37.000 5 6400000
2 38596000 ATDMA - 64QAM 41.000 6 3200000
3 30596000 ATDMA - 64QAM 37.500 4 6400000
I've Been Here Awhile
Posts: 3

Re: Intermittent disconnects

Just noticed, not only me but lots of people are impacted on this issue.

Some has solutions and resolved, but some didn't even get the solution.

 

Can Rogers post any general post that lists possible causes for this?

 

It is really hard to go through the entire thread or search for the similar issue.

Plus, this thread is technically not solved.

I've Been Around
Posts: 1

Re: Intermittent disconnects

Iv'e been having similar problems for years now, what area are you in? I'm in Newmarket.

I've Been Here Awhile
Posts: 3

Re: Intermittent disconnects

@Steven_Woitas

I don't think this is area issue. By reading this thread, one possibility that I found is; most likely cables in between your house and the main box outside is old or damaged. 

Moderator
Moderator
Posts: 1,038

Re: Intermittent disconnects

Hi @kyuhlee1984!

 

Welcome to our Community!

 

That's a strange issue you have here! Gaming doesn't actually use a ton of bandwidth unless you're streaming your gameplay or doing something such as running a dedicated server 24/7, so it is odd that your connection drops and reboots when you start playing.

 

I'd like to run some additional tests for you and troubleshoot. Please PM us @CommunityHelps so that I may further assist. If you're not familiar with our PMing process, you can find instructions here.

 

Regards,

RogersCorey

Highlighted
I've Been Around
Posts: 1

Re: Intermittent disconnects

Hi Everyone,

 

I've been having similar issues with service dropouts recently for the past 2 months that last anywhere from 30 sec to 5 min. Both the wired and WiFi internet will randomly stop working. Some days are worse than others where service will drop multiple times within an hour or 2. This issue has never happened before at my house.

 

I have already switched out my modem with a new model, but the dropouts still happen.

 

I would appreciate any guidance on next steps to get this solved.

 

Below are all of my modem details and Pingplotter measurements.

 

Modem model: CGN3ACSMR

Firmware version: 4.5.8.27

DOCSIS WAN

DOCSIS Overview

Network AccessPermitted
IP Address7.35.xxx.xxx
Subnet Mask255.255.240.0
Gateway IP Address7.35.xxx.x
DHCP Lease TimeD: 06 H: 23 M: 07 S: 19
 
Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1609000000256QAM0.1001038.983
2579000000256QAM0.500538.258
3585000000256QAM0.600638.605
4591000000256QAM0.100737.636
5597000000256QAM0.300838.605
6603000000256QAM0.400938.605
7303000000256QAM2.000137.636
8615000000256QAM0.0001138.605
9621000000256QAM0.1001238.983
10633000000256QAM0.5001338.605
11639000000256QAM0.7001438.983
12645000000256QAM0.2001538.605
13651000000256QAM0.3001638.605
14657000000256QAM1.2001738.983
15663000000256QAM0.9001838.605
16669000000256QAM0.3001938.605
17675000000256QAM0.7002038.605
18681000000256QAM0.7002138.605
19687000000256QAM0.7002238.605
20693000000256QAM0.9002338.605
21699000000256QAM0.2002437.356
22705000000256QAM0.6002537.636
23711000000256QAM0.8002638.605
24717000000256QAM0.9002738.605
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
138596000ATDMA - 64QAM40.75033200000
230596000ATDMA - 64QAM38.75016400000
323700000ATDMA - 64QAM37.75026400000

 

DOCSIS Logs

The DOCSIS event logs is shown here

No.TimeTypePriorityEvent
109/05/18 20:39:5782000200criticalNo Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
209/05/18 20:39:5782000300criticalRanging Request Retries exhausted;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
309/05/18 20:39:5782000600criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
409/05/18 20:39:5782000300criticalRanging Request Retries exhausted;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
509/05/18 20:39:5782000600criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
609/05/18 20:40:5682000200criticalNo Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
709/05/18 20:41:2490000000warningMIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
809/05/18 20:41:3073040100noticeTLV-11 - unrecognized OID;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
909/05/18 21:15:1982000200criticalNo Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
1009/05/18 21:15:1982000300criticalRanging Request Retries exhausted;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
1109/05/18 21:15:1982000600criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
1209/05/18 21:15:2282000200criticalNo Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
1309/05/18 21:15:2282000300criticalRanging Request Retries exhausted;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
1409/05/18 21:15:2282000600criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
1509/05/18 21:15:2282000200criticalNo Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
1609/05/18 21:15:2382000300criticalRanging Request Retries exhausted;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
1709/05/18 21:15:2382000600criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
1809/05/18 21:16:2882000200criticalNo Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
1909/05/18 21:17:0290000000warningMIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
2009/05/18 21:17:0673040100noticeTLV-11 - unrecognized OID;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

 

Pingplotter:

Aug 29, 1 hour test, all focus: http://communityforums.rogers.com/t5/media/gallerypage/user-id/1979358/album-id/2334/image-id/7995i2...

 

Aug 29, 1 hour test, 5 sec focus: http://communityforums.rogers.com/t5/media/gallerypage/user-id/1979358/album-id/2334/image-id/7994iC...

 

Thanks

I've Been Around
Posts: 1

Re: Intermittent disconnects

Internet stops around midnight

 

My internet cuts out around midnight nearly every night, and then comes back on a few minutes later.