09-01-2018 07:28 PM - edited 09-01-2018 07:31 PM
@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.
09-02-2018 03:12 PM
@Datalink Thank you for your prompt response. A tech is being dispatched tomorrow. I will keep you updated on the outcome.
09-04-2018 02:19 AM - edited 09-04-2018 02:22 AM
@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.
09-04-2018
09:58 AM
- last edited on
09-04-2018
11:36 AM
by
RogersCorey
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.
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!
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 | 😧 07 H: 00 M: 00 S: 00 |
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 |
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 |
09-04-2018 11:34 AM - edited 09-04-2018 11:39 AM
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.
09-04-2018 12:31 PM
Iv'e been having similar problems for years now, what area are you in? I'm in Newmarket.
09-04-2018 01:09 PM
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.
09-05-2018 09:18 AM
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
09-05-2018 08:25 PM
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 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 | 😧 06 H: 23 M: 07 S: 19 |
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 |
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 |
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
09-05-2018
11:55 PM
- last edited on
09-06-2018
12:00 AM
by
RogersMoin
Internet stops around midnight
My internet cuts out around midnight nearly every night, and then comes back on a few minutes later.