Intermittent disconnects

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I've Been Here Awhile
Posts: 4

Re: Intermittent disconnects

Starting to REALLY hate Rogers internet!

 

Ever since I (was forced to) upgraded my old DOCSIS modem for their CGN3ACSMR modem a few years ago, I've had nothing but problems.

 

I need to reboot the modem at least 5 times/week - sometimes multiple times in one day. If I'm not rebooting, I'm consistently dropping connection on both wireless and wired devices. 

 

I've had techs come out too many times to care - yet my logs are always the same - full of errors, drops and reboots

I've also replaced the modem several times - receiving the same model each time. And each time the samething happens

 

Rogers you gonna finally fix this ridiculous problem that me and hundreds of other suffer through? You certainly have no problem taking our+ $100.00/month. for internet AND charge us a rental fee for a piece of garbage. 

 

I'm here to see if something can be done.. If not - I'm out and I'll take my home phone, cable tv and internet with me. Oh and speaking of home phone - I've asked rogers for a new battery since this one died YEARS ago and never heard back. Lost power for 3 days following the tornado and, YEP you guessed it, COULDN'T USE MY PHONE for even 10mins to contact friends and family to make sure everyone was OK..

 

I know all  providers suck for any kind of customer support.. So I'll see if something changes here.. 

 

No. Time Type Priority Event
1 10/02/18 08:13:10 84020200 warning Lost MDD Timeout;CM-MAC=;CMTS-MAC=00:17:10:90:c5:8a;CM-QOS=1.1;CM-VER=3.0;
2 10/02/18 08:13:10 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:90:c5:8a;CM-QOS=1.1;CM-VER=3.0;
3 10/02/18 08:13:10 84020200 warning Lost MDD Timeout;CM-MAC=;CMTS-MAC=00:17:10:90:c5:8a;CM-QOS=1.1;CM-VER=3.0;
4 10/02/18 14:27:51 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=00:17:10:90:c5:8a;CM-QOS=1.1;CM-VER=3.0;
5 10/02/18 14:28:02 73040100 notice TLV-11 - unrecognized OID;CM-MAC=;CMTS-MAC=00:17:10:90:c5:8a;CM-QOS=1.1;CM-VER=3.0;
6 10/02/18 14:28:03 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:90:c5:8a;CM-QOS=1.1;CM-VER=3.0;
7 10/02/18 15:45:49 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=00:17:10:90:c5:8a;CM-QOS=1.1;CM-VER=3.0;
8 10/02/18 15:45:59 73040100 notice TLV-11 - unrecognized OID;CM-MAC=;CMTS-MAC=00:17:10:90:c5:8a;CM-QOS=1.1;CM-VER=3.0;
9 10/02/18 11:48:35 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:90:c5:8a;CM-QOS=1.1;CM-VER=3.0;
10 10/02/18 18:29:20 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=00:17:10:90:c5:8a;CM-QOS=1.1;CM-VER=3.0;
11 10/02/18 18:29:32 73040100 notice TLV-11 - unrecognized OID;CM-MAC=;CMTS-MAC=00:17:10:90:c5:8a;CM-QOS=1.1;CM-VER=3.0;
12 10/04/18 07:42:46 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:90:c5:8a;CM-QOS=1.1;CM-VER=3.0;
13 10/04/18 16:31:58 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=00:17:10:90:c5:8a;CM-QOS=1.1;CM-VER=3.0;
14 10/04/18 16:32:10 73040100 notice TLV-11 - unrecognized OID;CM-MAC=;CMTS-MAC=00:17:10:90:c5:8a;CM-QOS=1.1;CM-VER=3.0;
15 10/04/18 18:51:58 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=00:17:10:90:c5:8a;CM-QOS=1.1;CM-VER=3.0;
16 10/04/18 18:52:09 73040100 notice TLV-11 - unrecognized OID;CM-MAC=;CMTS-MAC=00:17:10:90:c5:8a;CM-QOS=1.1;CM-VER=3.0;
17 10/04/18 19:19:17 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=00:17:10:90:c5:8a;CM-QOS=1.1;CM-VER=3.0;
18 10/04/18 19:19:29 73040100 notice TLV-11 - unrecognized OID;CM-MAC=;CMTS-MAC=00:17:10:90:c5:8a;CM-QOS=1.1;CM-VER=3.0;
19 10/04/18 19:21:51 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=00:17:10:90:c5:8a;CM-QOS=1.1;CM-VER=3.0;
20 10/04/18 19:22:03 73040100 notice TLV-11 - unrecognized OID;CM-MAC=;CMTS-MAC=00:17:10:90:c5:8a;CM-QOS=1.1;CM-VER=3.0;

 

 

***Removed CM MAC Address***

I've Been Here Awhile
Posts: 4

Re: Intermittent disconnects

Up and downstream info:

 

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 669000000 256QAM -7.900 19 38.605
2 579000000 256QAM -4.600 5 40.366
3 585000000 256QAM -4.900 6 40.366
4 591000000 256QAM -4.900 7 38.983
5 597000000 256QAM -5.900 8 38.983
6 603000000 256QAM -5.300 9 40.366
7 609000000 256QAM -5.400 10 40.366
8 615000000 256QAM -5.500 11 38.983
9 621000000 256QAM -6.100 12 38.983
10 633000000 256QAM -6.500 13 38.983
11 639000000 256QAM -7.000 14 38.605
12 645000000 256QAM -6.900 15 38.983
13 651000000 256QAM -7.700 16 38.605
14 657000000 256QAM -7.700 17 38.605
15 663000000 256QAM -8.000 18 38.605
16 303000000 256QAM -4.100 1 40.366
17 675000000 256QAM -8.200 20 38.605
18 681000000 256QAM -9.100 21 37.356
19 687000000 256QAM -9.400 22 37.636
20 693000000 256QAM -9.400 23 38.605
21 699000000 256QAM -10.000 24 37.636
22 705000000 256QAM -10.300 25 37.636
23 711000000 256QAM -10.000 26 37.636
24 717000000 256QAM -9.300 27 37.636
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 38596000 ATDMA - 64QAM 46.250 3 3200000
2 30596000 ATDMA - 64QAM 49.750 1 6400000
3 23700000 ATDMA - 64QAM 47.500 2 6400000
Highlighted
Moderator
Moderator
Posts: 551

Re: Intermittent disconnects

Hello @bigdee2015,

 

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

 

I do not blame you at all for being frustrated and at the end of your rope, at this point. =(

 

From the signal levels that you have posted there appears to be a weak signal and possibly some missing Downstream channels which could be what is causing the issues you are facing with the dropped connection. While I am certain you have troubleshot this matter numerous times we'd like an opportunity to try to find a solution for you.

 

Please send us a Private Message to @CommunityHelps so we can pull up your info and review your file. We'd like to run some diagnostic tests on our end to see if there has been anything that was missed in previous attempts to resolve this matter.

 

If you are not familiar with our Private messaging system please check out our Blog.

 

RogersTony

I've Been Here Awhile
Posts: 2

Re: Intermittent disconnects

Hi,

 

I'm having some issues with my router & connection.  Can someone please review my DOCSIS WAN info below and let me know if they see anything suspicious.  My router is a CODA-4582U.  I'm thinking my upstream signal strength looks low.  A technician had to work on the line 4 months ago to get it working, and lately some of those symptoms may be returning.

 

Gateway IP Address 7.xx.xxx.x
DHCP Lease Time D: 06 H: 22 M: 40 S: 05
Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 603000000 256QAM -1.000 9 38.605
2 849000000 256QAM -3.600 2 38.605
3 855000000 256QAM -3.300 3 38.605
4 861000000 256QAM -2.900 4 38.605
5 579000000 256QAM -0.900 5 38.983
6 585000000 256QAM -1.000 6 38.983
7 591000000 256QAM -0.900 7 38.605
8 597000000 256QAM -1.000 8 38.983
9 303000000 256QAM -2.100 1 38.983
10 609000000 256QAM -0.400 10 40.366
11 615000000 256QAM -0.200 11 40.366
12 621000000 256QAM -0.100 12 38.983
13 633000000 256QAM 0.500 13 40.366
14 639000000 256QAM 0.500 14 40.366
15 645000000 256QAM 0.700 15 40.366
16 651000000 256QAM 0.700 16 38.983
17 657000000 256QAM 0.800 17 40.946
18 663000000 256QAM 0.500 18 38.983
19 669000000 256QAM 0.200 19 38.983
20 675000000 256QAM 0.100 20 38.983
21 681000000 256QAM -0.300 21 38.983
22 687000000 256QAM -0.500 22 38.983
23 693000000 256QAM -0.700 23 38.605
24 699000000 256QAM -1.200 24 38.983
25 705000000 256QAM -1.400 25 38.983
26 711000000 256QAM -2.100 26 38.605
27 717000000 256QAM -2.300 27 38.983
28 723000000 256QAM -2.500 28 38.983
29 825000000 256QAM -3.500 29 37.636
30 831000000 256QAM -3.800 30 38.605
31 837000000 256QAM -3.600 31 38.605
32 843000000 256QAM -3.700 32 38.605
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 -2.599998
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 38595805 ATDMA - 64QAM 33.000 6 3200000
2 30596000 ATDMA - 64QAM 31.000 4 6400000
3 23700000 ATDMA - 64QAM 30.750 5 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

 

Also seeing some of these in the Events:

 

17 11/28/2018 01:16:52 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
18 11/29/2018 11:43:38 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=3.1;
19 11/29/2018 13:11:23 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
20 11/29/2018 19:37:40 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

 

Thanks.

 

 

Resident Expert
Resident Expert
Posts: 5,974

Re: Intermittent disconnects

@Dave42 there's nothing in the modem stats to indicate a potential issue, but, the modem is running DOCSIS 3.1 on the downstream side and there simply isn't enough information shown that allows one to come to any conclusions regarding the health of the OFDM channel.  The upper DOCSIS 3.0 channels look pretty stable so the chances are that the lower OFDM channel should be ok.  The upstream levels are fine.  Their typical of what we see with this modem running DOCSIS 3.1 on the downstream side.  

 

Whats unusual is the MDD timeouts.  For some reason the modem is losing the MAC Domain Descriptor message, or it can't find the Primary channel to lock onto, which would indicate some type of communication break between the modem and the CMTS.  This might be nothing more that a very very brief break, after which the modem has to resync.  

 

The MIMO alert is an MDD IP Mode Overide alert which is due to any differences between the mode that the modem is operating in versus what the provisioning indicates. This might also be due to any short comm breaks, just speculating. 

 

The No Ranging Response is due to the CMTS being busy.  The modem requests a maintenance period from the CMTS.  It requests that period a number of times before it gives up, raises an alert and carries on.  It will restart the request a short time later.  I wouldn't be concerned with this unless there was a continuing series of these. 

 

Edit:  @Dave42, call tech support and ask the CSR to run a signal check on the modem and ask specifically if the OFDM stats show that the OFDM channel is running within its specified parameter ranges. 



I've Been Around
Posts: 1

Re: Intermittent disconnects

Frequent disconnects despite Cat6 ethernet cable

 

Internet just drops entirely (and you can see the modem LAN uptime resetting to 0).

 

I have the Gigabit plan on CODA-4582U modem, following stats:

 

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 591000000 256QAM 8.100 7 38.605
2 855000000 256QAM 9.800 3 38.983
3 861000000 256QAM 9.700 4 38.983
4 579000000 256QAM 8.000 5 38.605
5 585000000 256QAM 8.200 6 37.636
6 849000000 256QAM 9.900 2 38.983
7 597000000 256QAM 8.200 8 38.605
8 603000000 256QAM 8.400 9 38.983
9 609000000 256QAM 8.600 10 38.983
10 615000000 256QAM 8.700 11 38.605
11 621000000 256QAM 8.800 12 38.605
12 633000000 256QAM 9.300 13 38.605
13 639000000 256QAM 9.500 14 38.605
14 645000000 256QAM 9.400 15 38.605
15 651000000 256QAM 9.500 16 38.605
16 657000000 256QAM 9.400 17 38.605
17 663000000 256QAM 9.500 18 38.983
18 669000000 256QAM 9.600 19 38.605
19 675000000 256QAM 9.600 20 38.605
20 681000000 256QAM 9.600 21 38.605
21 687000000 256QAM 9.600 22 38.605
22 693000000 256QAM 9.500 23 38.605
23 699000000 256QAM 9.700 24 38.605
24 705000000 256QAM 9.600 25 38.605
25 711000000 256QAM 9.700 26 38.983
26 717000000 256QAM 9.800 27 38.605
27 723000000 256QAM 9.500 28 38.605
28 825000000 256QAM 10.400 29 38.983
29 831000000 256QAM 10.200 30 38.605
30 837000000 256QAM 10.300 31 38.983
31 843000000 256QAM 10.100 32 38.983
32 303000000 256QAM 3.800 1 38.983
OFDM Downstream Overview
Receiver FFT type Subcarr 0 Frequency(MHz) PLC locked NCP locked MDC1 locked PLC power(dBmv)
0 4K 275600000 YES YES YES 5.000000
1 NA NA NO NO NO NA
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 38596000 ATDMA - 64QAM 37.500 3 3200000
2 30596000 ATDMA - 64QAM 33.750 1 6400000
3 23700000 ATDMA - 64QAM 33.500 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
Moderator
Moderator
Posts: 992

Re: Intermittent disconnects

Hello @NNNM!

 

Welcome to our Community!

 

Through personal experience, I know just how troublesome intermittent connectivity can be. Please let me troubleshoot this with you!

 

If I could get you to PM us @CommunityHelps, I'll be more than happy to look into this for you. If you're not familiar with our PMing process, you can find instructions here.

 

Regards,

RogersCorey

I've Been Here Awhile
Posts: 4

Re: Intermittent disconnects

Hourly disconnects

 

I have been experiencing intermittent service interruptions for over a year now.  The issue comes and goes and often varies in its severity.  Currently, my symptoms are:

-Connection drops every 45-60 minutes.

-Reconnects within 1-2 minutes automatically; no hardware reboot required.

 

These symptoms will last for weeks, and then mysteriously improve to 1 drop every 48 hours...then a few days later, back to hourly disconnects.  Obviously, this often equates to 24 service interruptions in a single day which is completely unacceptable.  I have power cycled the SMCD3GN unit more times than I can count, including multiple factory resets.  I've also tried setting my Primary and Secondary DNS to google servers and setting my DHCP lease time to 1 week.  Nothing helps.

 

Yesterday I contacted tech support and they were able to identify a "signal issue" on the line.  Today, a service technician arrived, "fixed" the signal issue, and replaced a connector on the outside of the house.  Shortly after, I noticed on the routers event log that I am no longer getting T3 Time outs and DHCP renew warnings.  Sounds promising, right?  Well I am still getting dropped every 60 minutes.

 

I believe Rogers wants to try swapping the modem next.  This concerns for me for a few reasons:

1) We own the modem.  AFAIK, rogers no longer offers the option of buying a modem.  So there will be an extra monthly cost to rent a new modem.

2) We are on an older, grandfathered plan (80GB express) that we refuse to abandon.  I've been told (8 months ago) that the newer modems are not compatible with our current plan.  Sounds to me like a sales ploy to get us on a higher rate plan, but who knows... this is Rogers after all.

3) The fact that the service randomly improves (temporarily) makes me think its an issue on their end.

 

My biggest fear is that I'm going to give in, get on a new, more expensive plan with a new modem and have the exact same issue.

 

Can anyone provide assistance? Advice?

Resident Expert
Resident Expert
Posts: 5,974

Re: Intermittent disconnects

Replacing the modem is the easy way out.  When was the last time that the external cable to the local tap was replaced?  If you don't ever remember replacing, that cable is probably very old.  They don't last forever and every now and then they need replacing.  That would be my recommendation, but, you're probably going to have to sell tech support on that one.  

 

You're correct, once that modem is gone, you won't be able to return to it.  Having said that, its a limited modem in terms of its downstream channels.  Newer modems will provide faster data rates due to the 24 or 32 downstream bonding, but, that would also cause you to bump up against your monthly limit if that account isn't unlimited.  

 

If you don't have IPV6 capability now, with that modem, you never will.  I don't know off of the top of my head if that modem was ever updated or enabled for IPV6 operation.  If it wasn't, its not going to happen.  

 

By now, there may be security concerns with that modem.  Its probably been a very long time since it was updated, so that should be of some interest / concern.  Understanding that you've owned that  modem for some time now, these items should be considered.  The modem costs are now built into the internet plans and can't be separated.  Thats been the case for the last three (?) years or so.

 

In any case, my first recommendation still stands, inspect and probably replace the external cable.  Then go from there.

 

Edit:  do you happen to have any other services, Home Phone or Cable TV and if so, do you see any issues with those services at all?



I've Been Here Awhile
Posts: 4

Re: Intermittent disconnects

Thanks for your thoughts, Datalink.  We haven't noticed any real issues with our Cable TV services, so maybe it is the modem after all?  I looked into a new modem and internet plan and it turns out that the Ignite 75U plan would actually get us faster speeds + unlimited usage for $6 less than we are currently paying now.  That was an eye opener.   So we'll be making the switch and seeing if that makes any difference.  If it doesn't solve the problem, we know what must be done.

 

Thanks for helping me to realize just how old and outdated our current setup is.