Intermittent disconnects

[NicolasC]

Constant packet losses and internet hiccups

Just wondering if anyone else has managed to solve any of the problems with Rogers internet. I recently moved into a new place and switched over to Rogers when their 150u deal was going on. Little did I know the headaches I was going to endure with this internet. Currently on the gigabit 150u plan using their Hitron CODA-4582 modem.

It started from the moment the technician left, after he said that my connection "solid". No. Everytime I try to watch a Youtube or Netflix video, the loading on either page would stop and I'd be forced to restart the page. Then other times I'd be Google searching content and the page would stop loading and go to a lost connection screen, again, forcing me to refresh the browser. Both these issues so far are present on Chrome/Firefox/IE.

Next up is my smart TV. Nither wifi or a wired connection would allow me to update or stream content. Everytime I'd try to update the TV I'd get a connection drop error. Figuring that something might be wrong with the TV, I hotspotted my mobile data to the TV and to my surprise was able to connect to everything on the TV.

And finally, when I game I am constantly disconnected from the service. I've run multiple traces getting a 100% loss on Roger's end and from the modem.

*I should prefix that I do not lose connectivity to the modem, more so that the connection is just constantly hiccuping.*

Long stories short... I'm having trouble with my internet and I'm wondering if people have managed to fix or work around this. If not, then I'm dropping Rogers. 

[gp-se]

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@NicolasC wrote:

Constant packet losses and internet hiccups

Just wondering if anyone else has managed to solve any of the problems with Rogers internet. I recently moved into a new place and switched over to Rogers when their 150u deal was going on. Little did I know the headaches I was going to endure with this internet. Currently on the gigabit 150u plan using their Hitron CODA-4582 modem.

It started from the moment the technician left, after he said that my connection "solid". No. Everytime I try to watch a Youtube or Netflix video, the loading on either page would stop and I'd be forced to restart the page. Then other times I'd be Google searching content and the page would stop loading and go to a lost connection screen, again, forcing me to refresh the browser. Both these issues so far are present on Chrome/Firefox/IE.

Next up is my smart TV. Nither wifi or a wired connection would allow me to update or stream content. Everytime I'd try to update the TV I'd get a connection drop error. Figuring that something might be wrong with the TV, I hotspotted my mobile data to the TV and to my surprise was able to connect to everything on the TV.

And finally, when I game I am constantly disconnected from the service. I've run multiple traces getting a 100% loss on Roger's end and from the modem.

*I should prefix that I do not lose connectivity to the modem, more so that the connection is just constantly hiccuping.*

Long stories short... I'm having trouble with my internet and I'm wondering if people have managed to fix or work around this. If not, then I'm dropping Rogers. 

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Are all these issues happening over WiFi, or also with a hardware ethernet Lan cable? Can you log in to the modem goto DOCSIS WAN page and post the signal levels. The log in for the modem is:

user: cusadmin

password: what you used for your wifi password is the same password to log in to the modem. 

[NicolasC]

Hi sorry for the late response, I was at work during the night. Yes, the problems occur over both an Ethernet and WIFI connection 😕

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	256QAM	4.400	7	37.356
2	849000000	256QAM	3.600	2	37.356
3	855000000	256QAM	3.400	3	37.356
4	861000000	256QAM	2.900	4	37.356
5	579000000	256QAM	4.200	5	37.356
6	585000000	256QAM	3.800	6	37.636
7	303000000	256QAM	3.700	1	36.610
8	597000000	256QAM	4.400	8	37.636
9	603000000	256QAM	4.100	9	37.636
10	609000000	256QAM	4.900	10	37.356
11	615000000	256QAM	4.400	11	37.636
12	621000000	256QAM	4.800	12	37.356
13	633000000	256QAM	4.900	13	37.356
14	639000000	256QAM	5.200	14	37.636
15	645000000	256QAM	4.900	15	37.356
16	651000000	256QAM	5.300	16	37.636
17	657000000	256QAM	5.000	17	37.636
18	663000000	256QAM	5.000	18	37.356
19	669000000	256QAM	4.700	19	37.356
20	675000000	256QAM	4.800	20	37.636
21	681000000	256QAM	5.000	21	37.636
22	687000000	256QAM	4.900	22	37.636
23	693000000	256QAM	5.000	23	37.636
24	699000000	256QAM	4.800	24	37.636
25	705000000	256QAM	4.400	25	37.636
26	711000000	256QAM	4.400	26	37.356
27	717000000	256QAM	4.400	27	37.636
28	723000000	256QAM	4.200	28	37.636
29	825000000	256QAM	4.500	29	37.636
30	831000000	256QAM	4.000	30	37.356
31	837000000	256QAM	4.000	31	30.366
32	843000000	256QAM	3.800	32	37.636

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	4.000000

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	23700000	ATDMA - 64QAM	31.000	2	6400000
2	30596000	ATDMA - 64QAM	32.250	3	6400000
3	13700000	ATDMA - 64QAM	29.750	1	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

[gp-se]

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@NicolasC wrote:

Hi sorry for the late response, I was at work during the night. Yes, the problems occur over both an Ethernet and WIFI connection 😕

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	256QAM	4.400	7	37.356
2	849000000	256QAM	3.600	2	37.356
3	855000000	256QAM	3.400	3	37.356
4	861000000	256QAM	2.900	4	37.356
5	579000000	256QAM	4.200	5	37.356
6	585000000	256QAM	3.800	6	37.636
7	303000000	256QAM	3.700	1	36.610
8	597000000	256QAM	4.400	8	37.636
9	603000000	256QAM	4.100	9	37.636
10	609000000	256QAM	4.900	10	37.356
11	615000000	256QAM	4.400	11	37.636
12	621000000	256QAM	4.800	12	37.356
13	633000000	256QAM	4.900	13	37.356
14	639000000	256QAM	5.200	14	37.636
15	645000000	256QAM	4.900	15	37.356
16	651000000	256QAM	5.300	16	37.636
17	657000000	256QAM	5.000	17	37.636
18	663000000	256QAM	5.000	18	37.356
19	669000000	256QAM	4.700	19	37.356
20	675000000	256QAM	4.800	20	37.636
21	681000000	256QAM	5.000	21	37.636
22	687000000	256QAM	4.900	22	37.636
23	693000000	256QAM	5.000	23	37.636
24	699000000	256QAM	4.800	24	37.636
25	705000000	256QAM	4.400	25	37.636
26	711000000	256QAM	4.400	26	37.356
27	717000000	256QAM	4.400	27	37.636
28	723000000	256QAM	4.200	28	37.636
29	825000000	256QAM	4.500	29	37.636
30	831000000	256QAM	4.000	30	37.356
31	837000000	256QAM	4.000	31	30.366
32	843000000	256QAM	3.800	32	37.636

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	4.000000

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	23700000	ATDMA - 64QAM	31.000	2	6400000
2	30596000	ATDMA - 64QAM	32.250	3	6400000
3	13700000	ATDMA - 64QAM	29.750	1	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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@NicolasC

Your upload signal is a little too low, this could be the source of your issues. I would suggest calling Rogers or sending a PM to @CommunityHelps asking them to run a signal check. It should fail the check because the upload signal is too low. They should then send a tech to correct the issue. 

[k_houghts]

Hitron CGN3 not connecting to DS frequency

Hey guys,

My issue is pretty much in the title. My internet has cut out multiple times over the past few days and I'm just getting a blinking downstream frequency light. No other lights are on when this happens. Is there anything I can do to attempt to reconnect the modem? I've tried resetting the modem and checked all of the cable to make sure nothing is disconnected by accident. Nothing has worked.

Thanks guys.

[Datalink]

@k_houghts  you can do one of two things:

1.  Call tech support and ask the CSR to run a signal check on the modem.  From what you're saying, that test should fail automatically, followed by a discussion to get a tech out to your home to determine what the problem is. 

2.  Log into the modem, navigate to the STATUS .... DOCSIS WAN tab, copy the downstream and upstream tables and paste them into a post.  Those are the cable signal levels and signal to noise ratios.   If they're bad enough, I'll indicate to you to go to step one.  If not, then we follow the bouncing ball, so to speak and see where this leads.

[SB28]

Hi,

I've been have these intermittent problems over the last couple of months.  I've called Rogers at least 10 times.  They always tell me signal strength is good.  I've changed the modem twice, the latest to the newer white CODA one.  I've had three techs over to my house 1) just changed the connectors on the cable for internet. 2) said there was signal noise and the underground cable should be replaced -- which I later found out that they weren't going to do 3) called in the "A-team" of techs -- he fixed some outside connections, fixed inside connectors, replaced the phone modem as well and said the signal noise was improved.

However, the problem keeps happening.  I'm posting the DOCSIS WAN, like others have, in case someone sees something that the dozen or so others haven't or has some suggestions.

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 693000000 256QAM 3.300 23 40.366
2 849000000 256QAM 0.700 2 38.605
3 855000000 256QAM 1.300 3 38.983
4 861000000 256QAM 1.200 4 38.983
5 579000000 256QAM 1.300 5 40.366
6 585000000 256QAM 1.100 6 38.983
7 591000000 256QAM 0.700 7 38.983
8 597000000 256QAM 0.300 8 40.366
9 603000000 256QAM 0.500 9 38.983
10 609000000 256QAM 0.900 10 38.983
11 615000000 256QAM 1.300 11 38.983
12 621000000 256QAM 1.600 12 40.366
13 633000000 256QAM 2.100 13 40.366
14 639000000 256QAM 2.300 14 40.946
15 645000000 256QAM 2.400 15 40.366
16 651000000 256QAM 2.600 16 40.946
17 657000000 256QAM 2.800 17 40.366
18 663000000 256QAM 2.800 18 40.366
19 669000000 256QAM 3.100 19 40.366
20 675000000 256QAM 3.100 20 40.366
21 681000000 256QAM 3.500 21 40.946
22 687000000 256QAM 3.400 22 40.946
23 303000000 256QAM 0.200 1 37.636
24 699000000 256QAM 3.100 24 40.366
25 705000000 256QAM 3.200 25 40.946
26 711000000 256QAM 3.300 26 40.946
27 717000000 256QAM 2.900 27 40.366
28 723000000 256QAM 3.200 28 40.366
29 825000000 256QAM 2.200 29 40.946
30 831000000 256QAM 1.300 30 38.983
31 837000000 256QAM 0.800 31 38.983
32 843000000 256QAM 1.000 32 38.983
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 0.000000
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 23700000 ATDMA - 64QAM 35.750 2 6400000
2 38596000 ATDMA - 64QAM 38.000 3 3200000
3 30596000 ATDMA - 64QAM 36.250 1 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

I also see the following errors many times in the DOCSIS Event page:

19	11/07/2017 01:28:58	68010300	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.1;
20	11/07/2017 02:52:34	82000200	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.1;

A bunch of tickets have been opened and I'll get a 'problem has been fixed' message, but obviously not.

Thanks in advance for any help.

[gp-se]

The signal levels and signal to noise ratio all look good. When you have your disconnects, is it wireless devices or wired devices, or both?

What does the modem do when these problems happen, do the lights on the front go out and the modem reboots?

[SB28]

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@gp-se wrote:

The signal levels and signal to noise ratio all look good. When you have your disconnects, is it wireless devices or wired devices, or both?

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Both

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What does the modem do when these problems happen, do the lights on the front go out and the modem reboots?

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At the beginning, the arrows wouldn't be lit, but the others were.  I'd reboot then all is ok.  Other times, I wait a bit before checking and then when I do, all the lights are ok, and then the internet works ok again.

[Friskywolf]

Disconnected Every 10 minutes since last night

Was up late at night playing video games when it started assumed it was rogers end again, woke up still doing it so i just unpluged everything and took a nap and its still doing it when i woke up.

Connecting to the Router or the Rogers provided modem doesn't make any difference rebooting it doesnt make any difference and its every computer on my network but all the lights still indicate a connection.