Intermittent disconnects

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Moderator
Moderator
Posts: 654

Re: Intermittent disconnects

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

 

I've Been Here Awhile
Posts: 4

Re: Intermittent disconnects

It started working again last night, but i checked loose cables made sure everything was tightly connected factory reset the modem left it unplugged for a few hours but every 10 minutes it kept doing it and it would take 60 seconds at least to reconnect wifi and lan.

I've Been Here Awhile
Posts: 2

Re: Intermittent disconnects

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 Logs

The 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

I've Been Here Awhile
Posts: 4

Re: Intermittent disconnects

funny i have the same modem and plan lets all hope it doesnt happen again cause that suuuuuuucked 

Resident Expert
Resident Expert
Posts: 1,067

Re: Intermittent disconnects


@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 Logs

The 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


@eltoncdb

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.

 



I've Been Here Awhile
Posts: 4

Re: Intermittent disconnects

This has been ongoing for weeks.  Ive had drops that range from every 5 minutes to every 16 hours over the past month.  It seems worst on the weekends.  I've replaced my router, replacing my hitron CODA-4582 1a (running in bridge mode with 2.0.10.33T3 software) tomorrow as suggested by support but i doubt that's the issue.  Support says signal to the modem is perfect.  

 

Docsis Event Log shows errors like this:

 

No. Time Type Priority Event
1 01/07/2018 18:28:48 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;;CM-QOS=1.1;CM-VER=3.1;
2 01/07/2018 18:31:58 82000200 critical No Ranging Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.1;
3 01/07/2018 18:31:59 82000300 critical Ranging Request Retries exhausted;;CM-QOS=1.1;CM-VER=3.1;
4 01/07/2018 18:31:59 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;;CM-QOS=1.1;CM-VER=3.1;
5 01/07/2018 18:31:59 82000300 critical Ranging Request Retries exhausted;;CM-QOS=1.1;CM-VER=3.1;

 

Can someone interpret these stats for me?

 

DOCSIS Overview
Network Access Permitted
IP Address 7.x.xx.xxx
Subnet Mask 255.255.240.0
Gateway IP Address 7.x.x.x
DHCP Lease Time D: 06 H: 11 M: 52 S: 07
Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 609000000 256QAM 2.000 10 33.487
2 849000000 256QAM 3.700 2 34.484
3 855000000 256QAM 3.400 3 33.957
4 861000000 256QAM 2.900 4 33.834
5 579000000 256QAM 1.700 5 36.610
6 585000000 256QAM 2.200 6 36.610
7 591000000 256QAM 2.100 7 35.084
8 597000000 256QAM 2.100 8 33.957
9 603000000 256QAM 1.500 9 33.063
10 303000000 256QAM -6.900 1 31.915
11 615000000 256QAM 1.800 11 33.834
12 621000000 256QAM 2.000 12 34.926
13 633000000 256QAM 1.700 13 37.356
14 639000000 256QAM 1.500 14 37.636
15 645000000 256QAM 1.300 15 38.605
16 651000000 256QAM 1.600 16 37.636
17 657000000 256QAM 1.600 17 36.387
18 663000000 256QAM 1.900 18 34.926
19 669000000 256QAM 1.500 19 33.834
20 675000000 256QAM 1.400 20 33.487
21 681000000 256QAM 1.600 21 32.963
22 687000000 256QAM 1.200 22 32.585
23 693000000 256QAM 2.400 23 33.377
24 699000000 256QAM 2.300 24 33.377
25 705000000 256QAM 3.100 25 33.957
26 711000000 256QAM 2.400 26 34.484
27 717000000 256QAM 3.100 27 35.780
28 723000000 256QAM 3.000 28 36.387
29 825000000 256QAM 4.100 29 38.605
30 831000000 256QAM 4.500 30 37.636
31 837000000 256QAM 4.800 31 36.387
32 843000000 256QAM 4.100 32 35.084
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 -3.299999
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 30596000 ATDMA - 64QAM 47.250 1 6400000
2 38595824 ATDMA - 64QAM 49.500 3 3200000
3 23700000 ATDMA - 64QAM 48.500 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: 319

Re: Intermittent disconnects

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

I've Been Here Awhile
Posts: 2

Re: Intermittent disconnects

Just to follow up here after a technician come to my place and replacing few cable connectors. He also remove the splitter and booster in the basement since I do not have the cable tv.

After that my modem (CODA) can’t even finish provisioning, ended up replace the modem. But that ultimately fixed the issue. The downstream signal is a little high like from 5.0-7.0 but so far haven’t have one disconnect anymore for 6 days.
Resident Expert
Resident Expert
Posts: 6,052

Re: Intermittent disconnects

@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. 

 

mike_toronto2 Signal Levels.png

 

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



I've Been Around
Posts: 1

Re: Intermittent disconnects

Rogers Internet keeps cutting out

 

I have called into support three times now and no one can help me. My internet keeps dropping all day. I work from home and need a stable connection. If my area is over subscribed is there anything I can do? Or do I just need to switch to Bell as this is very frustrating as it has been ha Pending for the past 6 weeks. I have lived in this house for over 3 years with no issues and now all of a sudden my internet does not work????