Intermittent disconnects

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Retired Moderator RogersCilio
Retired Moderator
Posts: 390

Re: Intermittent disconnects

Hello @PercyARS,

 

Welcome to the Community Forums. I apologize for the delayed response.

 

I can understand how frustrating it is to have intermittent internet service. Are you still experiencing this issue now? If so, we'd be happy to look into that for you. Next time you're online, please reach out to @CommunityHelps via PM.

 

To learn more about Private Message you can visit this page here.

 

Have a safe long weekend,

RogersCilio

 

I'm a Regular
Posts: 852

Re: Intermittent disconnects

I'm having the same issue with this new firmware.22 all handheld devises work except my acer laptop keeps on getting disconnected never had issue with.21
I've Been Here Awhile
Posts: 2

Re: Intermittent disconnects

 250/20 disconnects / constant slow down

 
 I made some account changes a week ago, now on the 250/20 using the CGN3ACSMR. Since I setup the modem I've been having these constant slow downs or disconnects. Rebooting the modem will get me back up to speed most of the time, but it only lasts 5 - 30 mins, then slows down again.

Contacted Rogers, but the Tech says nothing he can do, since the speed check while chatting with him was close to 200mbps. Of course, 5 mins after I hung up the phone, it slowed down to 43mbps.

 

Any help in fixing this would be greatly appreciated.

 

 

 Rogers_speed.jpg

DOCSIS WAN

This menu displays both upstream and downstream signal parameters

DOCSIS Overview

Network Access

Permitted

IP Address

7.37.xxx.xxx

Subnet Mask

255.255.240.0

Gateway IP Address

7.37.xxx.x

DHCP Lease Time

D: 06 H: 22 M: 27 S: 37

 

 

 

DOCSIS Logs

The DOCSIS event logs is shown here

No.

Time

type

Priority

Event

1

10/09/16 12:08:23

82000200

critical

No Ranging Response received - T3 time-out;

2

10/09/16 13:01:34

90000000

warning

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-

3

10/09/16 13:01:40

73040100

notice

TLV-11 - unrecognized 

4

10/09/16 13:42:43

90000000

warning

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-

5

10/09/16 13:42:50

73040100

notice

TLV-11 - unrecognized ;

 

Hardware Version

1A

Software Version

4.5.8.22

Gateway Serial Number

xxxxxxxxxxxx

HFC MAC Address

xxxxxxxxxxxxxxxxx

System Time

Sun, 09 Oct 2016 13:20:01

Time Zone

UTC+00:00 Greenwich Mean Time: Dublin, London, Lisbon

LAN Up Time

000 days 00h:38m:58s

WAN IP Address

xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

WAN Receiving

331.57M Bytes

WAN Sending

94.17M Bytes

Private LAN IP Address

xxxxxxxxxxxxxxxx

LAN Receiving

94.57M Bytes

LAN Sending

313.36M Bytes

WAN Up Time

000 days 00h:36m:05s

    

 

 

 

Downstream Overview

Port ID

Frequency (MHz)

Modulation

Signal strength (dBmV)

Channel ID

Signal noise ratio (dB)

1

693000000

256QAM

4.500

47

40.946

2

609000000

256QAM

3.800

34

40.946

3

615000000

256QAM

3.300

35

43.377

4

621000000

256QAM

2.900

36

40.366

5

633000000

256QAM

3.000

37

40.946

6

639000000

256QAM

2.800

38

40.946

7

645000000

256QAM

3.000

39

40.946

8

651000000

256QAM

3.200

40

40.366

9

657000000

256QAM

4.000

41

40.946

10

663000000

256QAM

3.800

42

40.366

11

669000000

256QAM

4.000

43

40.946

12

675000000

256QAM

4.000

44

40.946

13

681000000

256QAM

4.200

45

40.946

14

687000000

256QAM

4.300

46

40.946

15

603000000

256QAM

3.300

33

40.946

16

699000000

256QAM

4.700

48

40.366

17

705000000

256QAM

4.700

49

40.946

18

711000000

256QAM

5.600

50

40.946

19

717000000

256QAM

6.000

51

43.377

20

723000000

256QAM

6.000

52

40.366

21

825000000

256QAM

2.900

53

40.946

22

831000000

256QAM

1.900

54

40.366

23

837000000

256QAM

2.000

55

40.946

24

843000000

256QAM

2.000

56

40.946

Upstream Overview

Port ID

Frequency (MHz)

Modulation

Signal strength (dBmV)

Channel ID

BandWidth

1

23700000

ATDMA - 64QAM

38.250

2

6400000

2

38596000

ATDMA - 64QAM

38.250

3

3200000

3

30596000

ATDMA - 64QAM

38.250

1

6400000

 

I Plan to Stick Around
Posts: 20

Re: Intermittent disconnects

Hi, I'm wondering if my signal levels are sufficent? I'm getting constant disconnects with a bunch of T3 and other errors on  my router logs for the past 2 weeks now. I'm wondering if it's my old wiring in the house that is causing this. However when I had the CGN2, it was not a problem (T3 timeout with reboot every 2-3 months) with the CGNACSAMR I'm getting one almost every night coming home from work. 

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1609000000256QAM-4.9003440.946
2339000000256QAM-0.400640.946
3345000000256QAM0.100740.946
4351000000256QAM0.000843.377
5357000000256QAM-0.200940.946
6363000000256QAM-0.4001040.946
7369000000256QAM-0.3001143.377
8375000000256QAM-0.1001240.946
9381000000256QAM-0.1001343.377
10387000000256QAM-0.5001440.946
11393000000256QAM-0.9001540.946
12399000000256QAM-1.0001640.946
13405000000256QAM-1.0001740.946
14411000000256QAM-1.4001840.366
15417000000256QAM-1.3001940.946
16423000000256QAM-1.5002040.946
17429000000256QAM-1.7002140.946
18435000000256QAM-1.7002240.946
19441000000256QAM-1.8002340.946
20447000000256QAM-1.8002440.946
21603000000256QAM-5.5003340.946
22333000000256QAM-0.400540.946
23615000000256QAM-5.3003540.366
24621000000256QAM-5.6003640.946
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandWidth
123700000ATDMA - 64QAM33.00026400000
238596000ATDMA - 64QAM34.00033200000
330596000ATDMA - 64QAM33.75016400000

 

Thanks in advance. Should I be talking to a tech person on the phone as soon ast disconnects the next time?

Resident Expert
Resident Expert
Posts: 5,808

Re: Intermittent disconnects

@WBarras, you have a high frequency roll-off occurring on the downstream.  The signal levels start at almost 0 dBmV, and by the time you reach 621 Mhz, the signal level is down almost 6 dB.  So, that in itself isn't a good thing but, even with that, the internet modem shouldn't be dropping off line.  The signal to noise ratios are good.  The upstream signal levels are low.  Normally they are in a 36 to 40 dBmV range, but, the modem uses pre-equalization on the upstream, where the CMTS indicates to the modem what transmitted signal level is satisfactory so that the signal arrives at the CMTS with the right level and signal to noise ratio.  So, that makes the upstream levels a little more difficult to judge. 

 

You might be getting some very fast transient signal levels downward on the downstream that are too fast to display on that page.  That might account for the service drop outs.  The one way to see that is to load pingplotter and ping the CMTS to look for packet loss and any potential drop outs.  Let me know if you want to pursue that. 

 

If the service drop outs are long enough to last thru a call to tech support, then that is the best time to call them.  Don't reset the modem.  Let the CSR attempt to query the modem.  The question at that point is whether the problem is just with your cable line, or if it also affects your neighbors or if its a wider area problem.  So, don't hesitate to call tech support, every day and more than once a day if necessary.  Put tech support on speed dial and don't hesitate to use it. 



I Plan to Stick Around
Posts: 8

Re: Intermittent disconnects

Hi all,

 

I've been having intermittent dropouts with my Rogers internet and thought to turn here for one last chance at a solution before I try another provider. 

 

The problem: Sometimes the internet can be stable for weeks, then it will die 3-4 times in a few hours, or a few times within a week. All my devices, including those wired directly to the Hitron modem, are affected. Sometimes the internet will come back to life within a minute, other times it will take longer (up to 2 hours) and/or power cycling the Hitron modem. During the shorter outages, my Hitron often keeps the usual 'connected' lights on the front panel. Longer outages and the blue "up" and "down" lights go off.

 

I'll mention that we have fibre to the home. 

 

The various setups I've tried: In the beginning, I had a Hitron CGN2 (wifi disabled), with one computer and an Airport Extreme (bridge mode, no DHCP) both connected via ethernet cables. I moved this setup to three different cable outlets in the house (two were dedicated; no splitters). After a few months, I replaced the CGN2 with a CGN3. For a while, I tried using the CGN3 as both modem and wifi router (i.e. the Airport Extreme was completely removed).  Currently, I'm trying something different: the CGN3 is in Gateway mode (i.e. no DHCP/WiFi) and only the Airport Extreme (with DHCP/NAT/WiFi on) is connected to it. My intermittent dropouts have occurred during all of the above configurations.

 

Rogers has visited twice: once to re-terminate all the cable jacks within the home, and a second time to replace the fibre-to-cable converter in the basement. Friendly techs both times, but no relief with the problem.

 

The CGN3 event page reports "no ranging response received - t3 time-out", and it appears to be around the time of my outages. However, some outages will happen without any events appearing in the logs of the CGN3. It's in bridge mode now so I'm not sure how to access the CGN3's internal web server anyways. 

 

Yesterday was a particularly bad day - the internet kept dropping - so I left "ping google.com" running in a Terminal window (Mac) on a comptuer connected via internet. Over five minutes, the packet loss was ~36% (usually, it's 0%).

 

Any help would be appreciated. Given that literally everything downstream of the fibre optic cable has been replaced at this point, I don't think there's anything left for me to try.  Oh - throughout ALL of this, our Rogers TV service has been perfectly fine, and works even if the internet is down.

 

Thanks!

Sam

 

 

I Plan to Stick Around
Posts: 8

Re: Intermittent disconnects

Update: This problem continues to persist. (It is certainly not solved, even though this thread is marked as such.)
Resident Expert
Resident Expert
Posts: 13,672

Re: Intermittent disconnects

It is marked as solved, as its another users initial thread, and their issue may have been soved.

 

 

I am not sure how many users here are familiar with fiber direct... i am not sure overall how different it is..
Though it appears to be using the same modems, etc... so i would assume most of the other stuff is the same, its only the delivery.  (so the troubleshooting on the fiber line itself would be different than cable, etc).

 

Are you able to log into the gateway and post the signal levels at a good time and a bad time? Just to see if there is anything there which may be amiss.



I Plan to Stick Around
Posts: 8

Re: Intermittent disconnects

Hi Gdkitty,

 

I can't login to the Hitron currently as it's in 'bridge' mode and there's no access to 192.168.0.1 (I think I read elsewhere this is a bug in the firmware).

 

Last I recall, the signal levels were -2 dBmV down and 38.5 dBmV up. I can say that every time I've called a CSR and they've tested my signal levels (whether my internet was working or not),  the CSR has said both up and down are within acceptable values.

 

Sam

 

PS - I'd intitally created a new thread, but my post was merged into this one. Does anyone know of a way to mark it as 'unsolved' again?

Resident Expert
Resident Expert
Posts: 13,672

Re: Intermittent disconnects

Yeah, when bridged, your own router, etc.. will take usually be your gateway at 192.168.0.1 (or whatever you have it set as).

 

Depending on what your model is.. (as some firmware seems to permit it and some dont) some of them you can access the gateway via 192.168.100.1


Was just asking, as if there is a DROP durring the Bad times.
But generally for good times, that strength isnt horrible if fairly consistant across all the channels.