Intermittent disconnects

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Resident Expert
Resident Expert
Posts: 6,146

Re: Intermittent disconnects

Ok, your DOCSIS 3.0 downstream signal levels are all low.  There is a high frequency roll-off above 750 Mhz which is typical on the Rogers network.  The signal to noise ratios are ok.  The Upstream signal levels are higher than I would expect for a modem that is running DOCSIS 3.1.  That might indicate a noise issue on your cable line or in your area in general.  

 

The fact that the DOCSIS 3.0 signal levels are low is irrelevant as the modem is running DOCSIS 3.1 for downstream data.  But, that is probably an indication that the DOCSIS 3.1 signal level is low as well.  The OFDM frequency and signal level data shown in the table is not correct, so, the only way to determine what the OFDM signal level and signal to noise ratios are, is to contact tech support.  They have access to the correct data, so, for interests sake that is what I would do, determine if those values are within spec.  

 

Fwiw, there are customers who are reporting less than acceptable service with the 4582 running DOCSIS 3.1.  I suspect that this may be one item that Dave is working on.  It would almost be an idea to have a DOCSIS 3.1 Enable / Disable switch on the modem for those who run into problems with 3.1.  

 

So, there isn't anything glaringly unusual with the data, but, I suspect that there might be a noise issue afoot.  Ask the CSR if the noise at your modem and in the area is ok, or if it happens to be higher than normal.  

 

If you're running something less than gigabit service, it might be worth considering a trade in for a CGN3ACSMR or CGNM-3552, both of which only run DOCSIS 3.0.  That might be a temporary solution to the problem. 



I Plan to Stick Around
Posts: 33

Re: Intermittent disconnects

Connected my cable to the -7db port and my connection has been up for  19hrs thats a record lol

Resident Expert
Resident Expert
Posts: 6,146

Re: Intermittent disconnects

?? It sounds like you have a multiport splitter installed.  If so, what port was the modem connected to before?  Do you have more than one splitter installed, or splitter and amplifier combination?



I Plan to Stick Around
Posts: 33

Re: Intermittent disconnects

I have a 3 way splitter current have rogers internet 2 boxes for the TV and the home phone. I had the cable going I to my modem connected to the -3db port. The wire running to my TV has another 2 way for phone
Retired Moderator RogersPrasana
Retired Moderator
Posts: 624

Re: Intermittent disconnects

Hi @Robleh

 

Are you still having issues with your connection? 

 

@Datalink any other suggestions here?

 

 

RogersPrasana 

I Plan to Stick Around
Posts: 20

Re: Intermittent disconnects

I  am having the same problem as well. I thought I had once resolved the problem by connecting it to a splitter, but it is very random and the intermittent disconnects keep happening. Usually the disconnects happen with the No Ranging Logs. Tech support is absolutely no help. They have no idea what is going on and always say the signal is ok. One time a tech came by and said everything in the line was all good.

 

I believe this is a problem with Docsis 3.1 Something tells me that this technology is not ready for prime time yet.

 

Really if there could be an option in CODA to go back to 3.0 I think that should solve it. Here are my signal levels

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1609000000256QAM5.3001040.946
2849000000256QAM3.000240.366
3855000000256QAM2.000338.983
4861000000256QAM1.100438.983
5579000000256QAM4.600540.366
6585000000256QAM5.300640.366
7591000000256QAM4.900740.946
8597000000256QAM4.400840.946
9603000000256QAM5.000940.946
10303000000256QAM1.600138.605
11615000000256QAM5.5001140.366
12621000000256QAM5.4001240.946
13633000000256QAM5.9001340.366
14639000000256QAM5.8001440.366
15645000000256QAM6.0001540.946
16651000000256QAM6.4001640.946
17657000000256QAM6.4001740.946
18663000000256QAM6.3001840.946
19669000000256QAM6.2001940.946
20675000000256QAM6.0002040.946
21681000000256QAM6.2002140.366
22687000000256QAM6.1002240.946
23693000000256QAM5.9002340.946
24699000000256QAM5.6002440.946
25705000000256QAM5.2002540.946
26711000000256QAM5.6002640.366
27717000000256QAM5.1002740.946
28723000000256QAM4.8002840.946
29825000000256QAM4.7002940.366
30831000000256QAM4.3003040.366
31837000000256QAM4.2003140.366
32843000000256QAM3.7003240.366
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES2.799999
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
138596000ATDMA - 64QAM40.25033200000
230596000ATDMA - 64QAM36.50016400000
323700000ATDMA - 64QAM36.50026400000
Resident Expert
Resident Expert
Posts: 1,079

Re: Intermittent disconnects

@roy86

Signal levels and SNR looks good. Could be an area issue, or intermittent signal issue.

 



I Plan to Stick Around
Posts: 12

Re: Intermittent disconnects

Can I get a second opinion on my signal numbers as I've been having intermittent disconnects for 4 weeks now 

 

I notified support every time until they sent out a tech, and he said everything looks great inside the house so he filed a maintenance ticket, said it might help, and 7 business days later and my signal levels still look terrible and connection drops.

 

I dont think my WAN connection has been maintained for longer than 48 hours  😞

 

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1603000000256QAM-6.800938.983
2579000000256QAM-7.900538.605
3585000000256QAM-7.900638.605
4591000000256QAM-7.400738.983
5597000000256QAM-7.100838.605
6303000000256QAM-9.600137.356
7609000000256QAM-6.8001038.605
8615000000256QAM-7.1001138.605
9621000000256QAM-7.4001238.605
10633000000256QAM-8.8001337.636
11639000000256QAM-9.7001437.636
12645000000256QAM-10.7001536.610
13675000000256QAM-11.7002036.610
14681000000256QAM-11.4002136.387
15687000000256QAM-10.8002236.610
16693000000256QAM-10.2002337.356
17699000000256QAM-10.4002436.610
18705000000256QAM-10.4002536.610
19711000000256QAM-11.5002635.780
20717000000256QAM-12.1002735.780
21723000000256QAM-12.4002835.595
22825000000256QAM-13.4002934.926
23831000000256QAM-13.8003034.926
24837000000256QAM-14.0003134.926
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
138596000ATDMA - 64QAM54.50033200000
Resident Expert
Resident Expert
Posts: 13,948

Re: Intermittent disconnects

allowable range is in the +10/-10 range... even your BEST signals are towards the -10 range the worst being OVER.

So your signal strength overall is definitely too low



Resident Expert
Resident Expert
Posts: 6,146

Re: Intermittent disconnects

@TyWilliamsCA your downstream signal levels are too low and you only show one upstream channel.  Did the other two upstream channels not paste into the post or is there only one upstream channe?.  Even that one shows a high power level, which would indicate that the modem is operating in a last ditch survival mode with one upstream channel running.  

 

Call tech support and ask the CSR to run a signal check on the modem.  If you only have one upstream channel running let the CSR know.  That should automatically result in a tech visit. 

 

With low downstream levels and one upstream channel running I'd say that you have some serious cable issues on the go.