Hello @Friskywolf,
Getting disconnected every 10 minutes sounds super frustrating, especially when you are trying to do online gaming and it keeps dropping.
It sounds like there could be a signal issue on the line but it is strange that the lights on the modem haven't changed when the connection drops. How long does it take for the connection to be restored? Are all of your devices connecting via Wi-Fi or do you have some Ethernet-connected devices that are doing the same thing?
To rule out a signal issue we will need to see what the signal levels to your modem look like. Please log into the modem, navigate to the STATUS ... DOCSIS WAN tab, copy the downstream and upstream tables and paste them into a post. If the signal levels are out of the specified range we may need to have a technician visit your home after troubleshooting to rule out any loose connections or unauthorized modifications to the line such as Splitters, Boosters or Attenuators.
We look forward to hearing back from you!
RogersTony
@eltoncdb wrote:
I got the same problem since 2 weeks ago. I have change my plan to ignite 150 and a new gigabit modem (the big white one) but the problem persist. Every 15 mins or so it'll show no internet connection in windows and it comes back up again in maybe a minute or two, for both wired and wireless. And here is my log in the modem
DOCSIS LogsThe DOCSIS event logs is shown here
No. Time Type Priority Event 1 12/29/2017 18:47:40 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=9CM-QOS=1.1;CM-VER=3.1; 2 12/29/2017 23:47:50 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=CM-QOS=1.1;CM-VER=3.1; 3 12/29/2017 23:47:57 84000700 warning RCS Partial Service;CM-MAC=CM-QOS=1.1;CM-VER=3.1; 4 12/29/2017 23:48:07 84020200 warning Lost MDD Timeout;CM-MAC=CM-QOS=1.1;CM-VER=3.1; 5 12/29/2017 18:59:30 82000200 critical No Ranging Response received - T3 time-out;CMCM-QOS=1.1;CM-VER=3.1; 6 12/29/2017 19:01:10 84020200 warning Lost MDD Timeout;CM-MAC=CM-QOS=1.1;CM-VER=3.1; 7 12/29/2017 19:02:32 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=CM-QOS=1.1;CM-VER=3.1; 8 12/29/2017 19:02:33 84020200 warning Lost MDD Timeout;CM-MAC=;CM-QOS=1.1;CM-VER=3.1; 9 12/29/2017 19:02:47 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=CM-QOS=1.1;CM-VER=3.1; 10 12/29/2017 19:02:47 82000300 critical Ranging Request Retries exhausted;CM-MAC=CM-QOS=1.1;CM-VER=3.1;
Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB) 1 693000000 256QAM 2.000 23 35.780 2 849000000 256QAM -0.400 2 35.084 3 855000000 256QAM -0.700 3 34.926 4 861000000 256QAM -0.300 4 35.084 5 579000000 256QAM 0.400 5 34.484 6 585000000 256QAM 0.200 6 34.346 7 591000000 256QAM 0.500 7 34.346 8 597000000 256QAM 0.500 8 34.484 9 603000000 256QAM 0.300 9 34.484 10 609000000 256QAM 0.100 10 34.926 11 615000000 256QAM 0.700 11 34.926 12 621000000 256QAM 0.900 12 35.595 13 633000000 256QAM 1.000 13 35.084 14 639000000 256QAM 1.000 14 35.595 15 645000000 256QAM 1.000 15 35.595 16 651000000 256QAM 1.100 16 35.595 17 657000000 256QAM 1.300 17 35.595 18 663000000 256QAM 1.800 18 36.387 19 669000000 256QAM 1.600 19 35.780 20 675000000 256QAM 1.900 20 35.780 21 681000000 256QAM 2.100 21 36.387 22 687000000 256QAM 2.100 22 36.610 24 699000000 256QAM 2.100 24 36.387 25 705000000 256QAM 2.200 25 36.387 26 711000000 256QAM 1.900 26 36.387 27 717000000 256QAM 1.600 27 35.780 28 723000000 256QAM 1.400 28 35.780 29 825000000 256QAM 0.700 29 35.595 30 831000000 256QAM 0.400 30 35.595 31 837000000 256QAM 0.200 31 35.780 32 843000000 256QAM 0.100 32 35.595 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 NA NA NO NO NO NA Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth 1 30596000 ATDMA - 64QAM 47.750 4 6400000 2 38596000 ATDMA - 64QAM 49.750 6 3200000 3 23700000 ATDMA - 64QAM 47.750 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
Your upload signal is almost at the max level, also your modem isn't bonding to DOCSIS 3.1
I would call Rogers and ask the tech to run a signal check on your modem, and your neighbours. This will confirm if it's something that only affects your line, or other people on your Tap/Node/CMTS.
Hello @mike_toronto2,
Welcome to the Community Forums and thanks for reaching out.
I know all too well how frustrating a dropped connection can be. Did you end up replacing your modem today? If so, we'd need to check your signal levels again.
Please keep us posted, or if you'd like us to run some diagnostics, please send a private message to @CommunityHelps. For more information on our Private Message system, please see this page.
RogersShaun
@mike_toronto2, my personal opinion is that your internet cable feed has some type of problem below 500 Mhz. The DOCSIS frequency range on the Rogers network runs from 5 to 1002 Mhz. The vast majority of your Downstream DOCSIS 3.0 frequencies are above 500 Mhz, with one exception. That is due to the frequencies (channels) selected by your CMTS, which connects to the modem. If you look at the attached chart, you can see that the vast majority of those channels above 500 Mhz are above 0 dBmV. The singular channel below 500 Mhz is well below 0 dBmV. Those channels should ideally be clustered around 0 dBmV.
In addition to that, the OFDM channel data in your previous post indicates that the receive power level for that channel band is below 0 dBmV. One problem at the present time is that the OFDM data isn’t correct on that display, so my guess is that the real level is below 0 dBmV,just not sure where it might be. The OFDM channel runs somewhere above the upstream DOCSIS 3.0 frequencies and below the Downstream DOCSIS 3.0 frequencies. So, to determine what the actual signal level is for the OFDM DOCSIS 3.1 channel, that will take a call to tech support to determine.
Lastly, the DOCSIS 3.0 upstream levels are greatly elevated above where they should be sitting around 48 dBmV. Typically with this modem we are seeing somewhere between 30 to 32 dBmV. The maximum upstream output levels for the any DOCSIS 3.0 modem, with three channels running is 51 dBmV. Rogers uses 52 dBmV as the failure point. At that point I would expect the modem to begin shutting down singular channels and running the remaining two, or one channel with higher power levels to maintain comms with the CMTS. So, your DOCSIS 3.0 upstream levels are still within spec, not by much, but still within spec. They shouldn’t be as high as they currently are. Note that the upstream frequencies that your modem is using run from 23.7 to 38.6 Mhz. Once again, they're below that 500 Mhz point that I indicated earlier. Note that those lower frequencies used for the upstream channels are more susceptible to noise ingress from external noise sources.
All of this points to an issue below 500 Mhz of some type. So, you will have to convey this to tech support CSR, or, the moderators will have to take this on and contact the appropriate tech staff. Ensure that the CSR understands that you're seeing service dropouts, which should not be happening. This requires a tech to check the external cabling and then beyond that, if there isn't a cable or connector issue, then the issue is further upstream between the modem and the CMTS.
Edit:
My guess is that any dropouts are probably caused by the modem's upstream channels momentarily exceeding the 51 dBmV cutt-off and possibly dropping down to a singular upstream channel or losing all three channels as the modem can't exceed the max output levels which would actually be required to maintain comms with the CMTS at that point in time.
Hope this helps
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