Intermittent disconnects

[Datalink]

@azar1 call tech support and ask the tech to run a signal check on the modem.  It shouldn't pass the signal check.  Next step is to arrange for a tech visit to inspect the external cable and its connectors.  You definitely have some type of cable / connector problem on the go, so, first step is a tech visit.  Ensure that the tech understands that you're seeing service dropouts.

When that tech visit is complete, keep an eye on those signal levels.  The downstream DOCSIS 3.0 signal levels should be at or near 0 dBmV.  The upstream DOCSIS 3.0 levels should drop to somewhere around 30 to 32 dBmV for this modem.  If you still see service dropouts, call tech support again, and again, as many times as necessary.  Put tech support on speed dial and don't hesitate to use it to register a complaint regarding yet another service dropout.  Sometimes this takes more than one tech visit to resolve.  Be proactive and don't hesitate to call in. 

The modem itself is running DOCSIS 3.1 on the downstream side as can be seen with the one active OFDM channel, so, those upper DOCSIS 3.0 channels aren't used.  But, they are an indicator that there is an ongoing issue with the external cable and/or the connectors. 

The log timeouts aren't a huge issue.  Their simply a case of the modem requesting a maintenance period from the Cable Modem Termination System (CMTS), and not receiving a maintenance period within the usual timeframe.  That doesn't necessarily translate to a modem problem, just a case that the maintenance request has not been honoured by the CMTS.  So, the modem logs it (unfortunately) as a critical error, and carries on to request a maintenance period once again.  That cycle will continue until the maintenance period request is honoured by the CMTS. 

[azar1]

@Datalink Thank you for your prompt response. A tech is being dispatched tomorrow. I will keep you updated on the outcome.

[azar1]

@Datalinkthe technician came over today and quickly checked the signal coming into the home and immediately said its very weak. He then went outside near the power meter and checked it there. Said the signal coming from the supply box is weak and he will have to run a wire from the supply box to my home. (Sorry if I'm not using the right words here)

He said he had to run a long wire, currently it's going over 3 trees and across into my house. He said this is a temporary solution and he'd note that in about 2 months another team would come and fix the cable underground to the home. I hope this will be doner sooner because the wiring job isn't too nice to look at and I'm worried the neighbors will complain since it's using their trees.

He then went inside and added a power adapter with a coax cable into a new splitter, not sure what that's all about?

The end result however has been promising. No drops at all today and steady speeds. Hopefully it stays that way and hopefully they're able to fix the issue in a way where we don't have a massive wire running on top of people's driveways lol

Edit: can't properly paste the modem data from my phone so I'll post that later on.

[kyuhlee1984]

Hello all,

I need your guidance or help on this since this is driving me crazy..

I actually found really similar issue that was posted on 2016. 

http://communityforums.rogers.com/t5/Internet/Internet-goes-down-for-5-minutes-once-to-twice-a-day/t...

He apprarently was not able to solve the issue...

Long to short, I have no speed/latency/throughput issue while internet is up, however, when I push high usage  (mostlikely playing a game on PS4), it will likely drop the connection and restarting the internet.

I have called technician twice already.

First solution was replace the modem and second time was technician came to my place and replaced all the old adapters (not cable).  

Strangely enough, this only started happening 2 weeks ago. Until then, I had no issue whatsoever. 

Here's the logs from hitron.

Thanks for your help in advance!

DOCSIS Logs

The DOCSIS event logs is shown here

No.	Time	Type	Priority	Event
1	09/04/18 05:07:39	82000600	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=;CMTS-MAC=00:17:10:91:05:8f;CM-QOS=1.1;CM-VER=3.0;
2	09/04/18 05:07:40	82000300	critical	Ranging Request Retries exhausted;CM-MAC=;CMTS-MAC=00:17:10:91:05:8f;CM-QOS=1.1;CM-VER=3.0;
3	09/04/18 05:07:40	82000600	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=;CMTS-MAC=00:17:10:91:05:8f;CM-QOS=1.1;CM-VER=3.0;
4	09/04/18 05:07:40	82000300	critical	Ranging Request Retries exhausted;CM-MAC=;CMTS-MAC=00:17:10:91:05:8f;CM-QOS=1.1;CM-VER=3.0;
5	09/04/18 05:07:40	82000600	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=;CMTS-MAC=00:17:10:91:05:8f;CM-QOS=1.1;CM-VER=3.0;
6	09/04/18 05:08:01	82000200	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:91:05:8f;CM-QOS=1.1;CM-VER=3.0;
7	09/04/18 05:08:11	90000000	warning	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=00:17:10:91:05:8f;CM-QOS=1.1;CM-VER=3.0;
8	09/04/18 05:08:12	73040100	notice	TLV-11 - unrecognized OID;CM-MAC=;CMTS-MAC=00:17:10:91:05:8f;CM-QOS=1.1;CM-VER=3.0;
9	09/04/18 05:53:39	82000200	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:91:05:8f;CM-QOS=1.1;CM-VER=3.0;
10	09/04/18 05:53:40	82000300	critical	Ranging Request Retries exhausted;CM-MAC=;CMTS-MAC=00:17:10:91:05:8f;CM-QOS=1.1;CM-VER=3.0;
11	09/04/18 05:53:40	82000600	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=;CMTS-MAC=00:17:10:91:05:8f;CM-QOS=1.1;CM-VER=3.0;
12	09/04/18 05:53:44	82000200	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:91:05:8f;CM-QOS=1.1;CM-VER=3.0;
13	09/04/18 05:53:44	82000300	critical	Ranging Request Retries exhausted;CM-MAC=;CMTS-MAC=00:17:10:91:05:8f;CM-QOS=1.1;CM-VER=3.0;
14	09/04/18 05:53:44	82000600	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=;CMTS-MAC=00:17:10:91:05:8f;CM-QOS=1.1;CM-VER=3.0;
15	09/04/18 05:53:45	82000200	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:91:05:8f;CM-QOS=1.1;CM-VER=3.0;
16	09/04/18 05:53:45	82000300	critical	Ranging Request Retries exhausted;CM-MAC=;CMTS-MAC=00:17:10:91:05:8f;CM-QOS=1.1;CM-VER=3.0;
17	09/04/18 05:53:45	82000600	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=;CMTS-MAC=00:17:10:91:05:8f;CM-QOS=1.1;CM-VER=3.0;
18	09/04/18 05:54:05	82000200	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:91:05:8f;CM-QOS=1.1;CM-VER=3.0;
19	09/04/18 05:54:15	90000000	warning	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=00:17:10:91:05:8f;CM-QOS=1.1;CM-VER=3.0;
20	09/04/18 05:54:16	73040100	notice	TLV-11 - unrecognized OID;CM-MAC=;CMTS-MAC=00:17:10:91:05:8f;CM-QOS=1.1;CM-VER=

Network Access	Permitted
IP Address
Subnet Mask	255.255.252.0
Gateway IP Address
DHCP Lease Time	D: 07 H: 00 M: 00 S: 00

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	615000000	256QAM	6.300	11	40.366
2	579000000	256QAM	5.500	5	40.366
3	585000000	256QAM	5.400	6	40.366
4	591000000	256QAM	5.600	7	40.946
5	597000000	256QAM	5.400	8	40.366
6	603000000	256QAM	6.000	9	40.366
7	609000000	256QAM	6.100	10	40.366
8	303000000	256QAM	3.800	1	38.983
9	621000000	256QAM	6.200	12	40.366
10	633000000	256QAM	6.400	13	38.983
11	639000000	256QAM	6.700	14	40.946
12	645000000	256QAM	7.000	15	40.946
13	651000000	256QAM	6.900	16	40.946
14	657000000	256QAM	7.000	17	40.366
15	663000000	256QAM	7.300	18	40.366
16	669000000	256QAM	7.100	19	40.366
17	675000000	256QAM	7.400	20	40.366
18	681000000	256QAM	7.300	21	40.366
19	687000000	256QAM	7.600	22	40.366
20	693000000	256QAM	7.100	23	40.366
21	699000000	256QAM	6.600	24	40.946
22	705000000	256QAM	6.500	25	40.366
23	711000000	256QAM	6.700	26	40.946
24	717000000	256QAM	6.500	27	40.366

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	23700000	ATDMA - 64QAM	37.000	5	6400000
2	38596000	ATDMA - 64QAM	41.000	6	3200000
3	30596000	ATDMA - 64QAM	37.500	4	6400000

[kyuhlee1984]

Just noticed, not only me but lots of people are impacted on this issue.

Some has solutions and resolved, but some didn't even get the solution.

Can Rogers post any general post that lists possible causes for this?

It is really hard to go through the entire thread or search for the similar issue.

Plus, this thread is technically not solved.

[Steven_Woitas]

Iv'e been having similar problems for years now, what area are you in? I'm in Newmarket.

[kyuhlee1984]

@Steven_Woitas

I don't think this is area issue. By reading this thread, one possibility that I found is; most likely cables in between your house and the main box outside is old or damaged. 

[RogersCorey]

Hi @kyuhlee1984!

Welcome to our Community!

That's a strange issue you have here! Gaming doesn't actually use a ton of bandwidth unless you're streaming your gameplay or doing something such as running a dedicated server 24/7, so it is odd that your connection drops and reboots when you start playing.

I'd like to run some additional tests for you and troubleshoot. Please PM us @CommunityHelps so that I may further assist. If you're not familiar with our PMing process, you can find instructions here.

Regards,

RogersCorey

[cp259]

Hi Everyone,

I've been having similar issues with service dropouts recently for the past 2 months that last anywhere from 30 sec to 5 min. Both the wired and WiFi internet will randomly stop working. Some days are worse than others where service will drop multiple times within an hour or 2. This issue has never happened before at my house.

I have already switched out my modem with a new model, but the dropouts still happen.

I would appreciate any guidance on next steps to get this solved.

Below are all of my modem details and Pingplotter measurements.

Modem model: CGN3ACSMR

Firmware version: 4.5.8.27

DOCSIS WAN

DOCSIS Overview

Network Access	Permitted
IP Address	7.35.xxx.xxx
Subnet Mask	255.255.240.0
Gateway IP Address	7.35.xxx.x
DHCP Lease Time	D: 06 H: 23 M: 07 S: 19

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	609000000	256QAM	0.100	10	38.983
2	579000000	256QAM	0.500	5	38.258
3	585000000	256QAM	0.600	6	38.605
4	591000000	256QAM	0.100	7	37.636
5	597000000	256QAM	0.300	8	38.605
6	603000000	256QAM	0.400	9	38.605
7	303000000	256QAM	2.000	1	37.636
8	615000000	256QAM	0.000	11	38.605
9	621000000	256QAM	0.100	12	38.983
10	633000000	256QAM	0.500	13	38.605
11	639000000	256QAM	0.700	14	38.983
12	645000000	256QAM	0.200	15	38.605
13	651000000	256QAM	0.300	16	38.605
14	657000000	256QAM	1.200	17	38.983
15	663000000	256QAM	0.900	18	38.605
16	669000000	256QAM	0.300	19	38.605
17	675000000	256QAM	0.700	20	38.605
18	681000000	256QAM	0.700	21	38.605
19	687000000	256QAM	0.700	22	38.605
20	693000000	256QAM	0.900	23	38.605
21	699000000	256QAM	0.200	24	37.356
22	705000000	256QAM	0.600	25	37.636
23	711000000	256QAM	0.800	26	38.605
24	717000000	256QAM	0.900	27	38.605

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	38596000	ATDMA - 64QAM	40.750	3	3200000
2	30596000	ATDMA - 64QAM	38.750	1	6400000
3	23700000	ATDMA - 64QAM	37.750	2	6400000

DOCSIS Logs

The DOCSIS event logs is shown here

No.	Time	Type	Priority	Event
1	09/05/18 20:39:57	82000200	critical	No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
2	09/05/18 20:39:57	82000300	critical	Ranging Request Retries exhausted;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
3	09/05/18 20:39:57	82000600	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
4	09/05/18 20:39:57	82000300	critical	Ranging Request Retries exhausted;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
5	09/05/18 20:39:57	82000600	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
6	09/05/18 20:40:56	82000200	critical	No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
7	09/05/18 20:41:24	90000000	warning	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
8	09/05/18 20:41:30	73040100	notice	TLV-11 - unrecognized OID;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
9	09/05/18 21:15:19	82000200	critical	No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
10	09/05/18 21:15:19	82000300	critical	Ranging Request Retries exhausted;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
11	09/05/18 21:15:19	82000600	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
12	09/05/18 21:15:22	82000200	critical	No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
13	09/05/18 21:15:22	82000300	critical	Ranging Request Retries exhausted;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
14	09/05/18 21:15:22	82000600	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
15	09/05/18 21:15:22	82000200	critical	No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
16	09/05/18 21:15:23	82000300	critical	Ranging Request Retries exhausted;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
17	09/05/18 21:15:23	82000600	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
18	09/05/18 21:16:28	82000200	critical	No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
19	09/05/18 21:17:02	90000000	warning	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
20	09/05/18 21:17:06	73040100	notice	TLV-11 - unrecognized OID;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

Pingplotter:

Aug 29, 1 hour test, all focus: http://communityforums.rogers.com/t5/media/gallerypage/user-id/1979358/album-id/2334/image-id/7995i2...

Aug 29, 1 hour test, 5 sec focus: http://communityforums.rogers.com/t5/media/gallerypage/user-id/1979358/album-id/2334/image-id/7994iC...

Thanks

[Reedp]

Internet stops around midnight

My internet cuts out around midnight nearly every night, and then comes back on a few minutes later.