Intermittent disconnects

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Moderator
Moderator
Posts: 1,541

Re: Intermittent disconnects

Welcome to the Rogers Community Forums! Thank you both for joining the Community and posting your concern. The intermittent Internet can certainly be inconvenient. 

 

@cp259 - I appreciate your detailed post. When the Internet connection drops, have you noticed the modem rebooting? I'm interested to know if the top 4 lights remain solid/stable. The signal levels of both Downstream and Upstream are excellent; not indicating any concerns. We can run further diagnostics on your connection; please send us a private message @CommunityHelps. You can find details about our private messaging system in this blog.

 

@Reedp - We can surely look into finding the solution for your issue. When you experience the interruption, is the Internet dropping out on both the wired and wireless devices? Also would you please post the readings for Downstream and Upstream channels listed under Status/DOCSIS WAN tab. These readings will help in determining the next step.

 

Thanks,
RogersMoin

I've Been Around
Posts: 1

Re: Intermittent disconnects

I've been having this problem for the past 7+ years since 2011, probably earlier than that.

Almost a disconnect a day. Every day. I've replaced the modems. I've filed countless tickets. I've had enough technicians visit. *FYI I also work as a network tech, so calling the CSR and hearing excuses does not help my view of the company. 

This is simple an issue of Rogers overselling and not investing in their infrastructure enough to support their larger customer base. However, their prices are exorbitant.
 
I would leave rogers, but my father's business is tied to his rogers mail, and they refuse to provide a separate mail services without their internet. I also could not just pay for and not use their internet either to retain the email address.

Frankly I don't really expect anything to be done. I am just very frustrated at this point and suppose I am using this forum to vent. I'm sure I'll get some cookie cutter responses etc,.

Here is an example of my typical connection:

1 09/10/18 08:10:18 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:93:ac:9c;CM-QOS=1.1;CM-VER=3.0;
2 09/10/18 11:18:10 68010300 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:93:ac:9c;CM-QOS=1.1;CM-VER=3.0;
3 09/11/18 10:59:41 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:93:ac:9c;CM-QOS=1.1;CM-VER=3.0;
4 09/11/18 11:18:11 68010300 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:93:ac:9c;CM-QOS=1.1;CM-VER=3.0;
5 09/12/18 06:57:18 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:93:ac:9c;CM-QOS=1.1;CM-VER=3.0;
6 09/12/18 11:18:12 68010300 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:93:ac:9c;CM-QOS=1.1;CM-VER=3.0;
7 09/13/18 08:14:58 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:93:ac:9c;CM-QOS=1.1;CM-VER=3.0;
8 09/13/18 10:42:28 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:93:ac:9c;CM-QOS=1.1;CM-VER=3.0;
9 09/13/18 10:42:30 73040100 notice

TLV-11 - unrecognized OID;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:93:ac:9c;CM-QOS=1.1;CM-VER=3.0;

Moderator
Moderator
Posts: 696

Re: Intermittent disconnects

Hello @athein,

 

Welcome to the Rogers Community Forums and thank you for your first post!

 

Having intermittent disconnections daily for such a long time must be beyond frustrating at this point, especially if you have reached out for help numerous times without any resolution. =(

 

We have heard of situations where power bars/surge protectors or faulty outlets can cause the modem to lose connectivity from time to time. Can you confirm if the modem is connected directly to a power socket or is it connecting through a power bar? If it is a power bar please by-pass it and go directly to the outlet. If you are already connected directly to the outlet can you try another outlet to see if there is an improvement? An extension cord may be required to accomplish this.

 

Please give this a shot and keep the Community updated on the results!

 

RogersTony

I Plan to Stick Around
Posts: 9

Re: Intermittent disconnects

@kyuhlee1984 I had similar issues. What helped my case was I reached ROGERS tech service when I was actually experiencing the disruption. The tech was able to see my problem as it was happening and quickly diagnosed the issue to something in the neighbourhood hub. A ticket was dispatched and a ROGERS service team fixed the problem, they did not come to my house , it was somewhere in the neighbor

It think for your problem and others it important to reach a ROGERS service agent as the issue is happening so they can accurately diagnose
I've Been Here Awhile
Posts: 3

Re: Intermittent disconnects

Been having modem "reset" trouble where all Internet connections go down over last few days for like 15 minutes and then come back up.  Anyone see issues with signals here?  Running on 2.0.10.36T4 Hitron 1GB package.

 

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 639000000 256QAM -2.700 14 40.366
2 849000000 256QAM -6.200 2 37.636
3 855000000 256QAM -6.800 3 38.605
4 861000000 256QAM -8.000 4 37.356
5 579000000 256QAM -3.500 5 4.243
6 585000000 64QAM -3.400 6 4.191
7 591000000 64QAM -3.100 7 4.191
8 597000000 256QAM -3.400 8 38.983
9 603000000 64QAM -3.600 9 4.191
10 609000000 64QAM -3.300 10 4.191
11 615000000 256QAM -3.200 11 38.983
12 621000000 256QAM -2.900 12 38.983
13 633000000 256QAM -3.100 13 40.366
14 303000000 256QAM -0.300 1 40.366
15 645000000 256QAM -2.600 15 38.983
16 651000000 256QAM -2.400 16 38.983
17 657000000 256QAM -2.000 17 40.366
18 663000000 256QAM -2.600 18 40.366
19 669000000 256QAM -2.600 19 40.366
20 675000000 256QAM -3.000 20 38.605
21 681000000 256QAM -3.300 21 38.983
22 687000000 256QAM -3.600 22 38.983
23 693000000 256QAM -3.700 23 38.983
24 699000000 256QAM -4.000 24 38.605
25 705000000 256QAM -4.300 25 38.605
26 711000000 256QAM -3.800 26 38.983
27 717000000 256QAM -4.000 27 38.983
28 723000000 256QAM -3.700 28 38.983
29 825000000 256QAM -5.900 29 38.605
30 831000000 256QAM -5.800 30 38.983
31 837000000 256QAM -5.800 31 38.605
32 843000000 256QAM -5.900 32 38.605
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 -1.200001
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 23700000 ATDMA - 64QAM 38.750 2 6400000
2 38596000 ATDMA - 64QAM 41.500 3 3200000
3 30596000 ATDMA - 64QAM 39.500 1 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
Resident Expert
Resident Expert
Posts: 6,149

Re: Intermittent disconnects

@Nash11 your DOCSIS 3.0 downstream signal levels aren't too bad.  There is a high frequency roll-off in the upper frequencies, but, that's typical for some areas.  At the present time that shouldn't cause any issues with the modem.  The upstream levels are higher than normal for this modem when its running DOCSIS 3.1 on the downstream side.  Typically those upstream levels are in the 30 to 32/33 dBmV range, so, the Cable Modem Termination System (CMTS) is commanding the modem to run higher power levels on the upstream side.  Thats an indication that there is some degradation of the cables or connectors on the path between the modem and the CMTS, most likely in the external cable and connectors just outside of your home.  Those levels are still well within spec, so there really isn't any issue with them and I wouldn't expect any problems with those signal levels.  

 

There isn't anything evident in the signal levels that would lead me to think that there are any problems.  However, that table isn't updated fast enough to catch short term dropouts.  When the internet service fails, most likely due to an external cable or connector issue, and does so for the 15 minute timespan that you indicated, then you should be able to see that in the signal levels.  

 

When that happens, that's the best time to call tech support.  Don't reboot the modem when that happens.  Call when the service is down, let the Customer Service Rep know that your service is down and ask him or her to run a signal check on the modem.  I would expect that check to fail automatically, followed by a conversation to arrange a time for a tech visit at your convenience.  

 

If you do reboot the modem, that will provide a temporary cure for the situation, but, it won't fix the underlying problem, so, I would say that you need a tech visit to check the cabling and connectors.

 



I've Been Here Awhile
Posts: 3

Re: Intermittent disconnects

Thank you.  Will do that.  

 

Just to be clear, there is nothing wrong with Signal noise ratio on line 5-7, 9-10? They seemed quite out of normal what other people have been posting, and compared to rest of lines on same table.  Also 64QAM being used on some vs 256QAM on modulation did not seem normal to what others have been posting on forums.  That's all ok?

 

 

Resident Expert
Resident Expert
Posts: 6,149

Re: Intermittent disconnects

Those QAM levels are odd to say the least, but, the modem should be using DOCSIS 3.1 at this point, and there shouldn't be a huge impact on the modem performance with the reduced QAM levels on the DOCSIS 3.0 side.  But, that a possible indication of noise within those frequencies.  Its not possible to completely rule out an impact on DOCSIS 3.1 performance. 

 

The 4582 will normally run on DOCSIS 3.1 on the downstream side.  When the OFDM channel can't support the throughput, the modem will switch to a combination of DOCSIS 3.1 and 3.0.  If the modem can't support 64 QAM in the DOCSIS 3.1 OFDM channel, it will switch to DOCSIS 3.0.  The one problem with this is that there is no indication to the end user of the current OFDM QAM level.  And there is no indication of whether or not the modem is running DOCSIS 3.1 or DOCSIS 3.1 plus 3.0 mode. 

 

The only way to determine that would be to call tech support and ask the Customer Service Rep to run a signal check on the modem and to ask him or her to have a look at the OFDM channel to determine if its running to spec or not.  The CSR should be able to tell you what mode the modem is running in, DOCSIS 3.1, DOCSIS 3.1 plus 3.0, or 3.0.  In theory, if the modem flips into DOCSIS 3.0 mode, then both front LEDs should show blue and the OFDM channel in that Signal Level table should show disabled.  You should be able to tell if the modem is running in DOCSIS 3.0 mode.  Fwiw, I think I've only seen one other customer post his signal levels that indicated a DOCSIS 3.1 failure.  The other question to ask is the QAM level for the OFDM channel.  Firmware 36T4 introduced Multi Profile support, allowing the modem to run different QAM levels in the OFDM channel, similar to what you see for the DOCSIS 3.0 channels.  That OFDM channel QAM level is not presented to the end user, so I hope that this has been incorporated within the CSR's OFDM channel data.  Only way to find out is to ask the question.

 

If the modem performance isn't where it should be, call tech support and ask the CSR to run those checks, just to see what turns up.  As I indicated above, you have some odd QAM levels and signal to noise ratios, but, in theory, at the present time they shouldn't be an indication of major problems.  



I'm Here A Lot
Posts: 6

Re: Intermittent disconnects

Ongoing internet problems

 

Modem is forever dropping connection and have to restart modem. I have replaced modem 3 times had technicians come in and even put a limiter on the modem because the signal was too strong. I have done factory resets multiple times. All the lights on the modem are normal but still drops connection and fails to reconnect with either "failed to obtain IP" or "Internet not Available". One time it even removed my network completely from my wifi list and went back to a default name ie:Rogers25789

I'm at my wits end about why this continues to happen. Is it so hard to just get basic internet working? ... if anyone has had or knows a solution.. please advise.

I'm Here A Lot
Posts: 6

Re: Intermittent disconnects

Ongoing internet problems


DOCSIS Overview
Network Access Permitted
IP Address xxx
Subnet Mask 255.255.240.0
Gateway IP Address xxx
DHCP Lease Time 😧 06 H: 03 M: 19 S: 12
Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 693000000 256QAM 2.600 23 38.605
2 579000000 256QAM 4.700 5 38.605
3 585000000 256QAM 4.300 6 38.605
4 591000000 256QAM 4.800 7 38.983
5 597000000 256QAM 4.800 8 40.366
6 603000000 256QAM 4.300 9 38.605
7 609000000 256QAM 4.000 10 38.983
8 615000000 256QAM 3.700 11 38.605
9 621000000 256QAM 3.700 12 38.605
10 633000000 256QAM 3.400 13 38.605
11 639000000 256QAM 3.600 14 38.605
12 645000000 256QAM 3.700 15 38.983
13 651000000 256QAM 3.400 16 38.983
14 657000000 256QAM 2.900 17 38.605
15 663000000 256QAM 2.800 18 38.605
16 669000000 256QAM 3.400 19 38.605
17 675000000 256QAM 3.300 20 38.605
18 681000000 256QAM 3.100 21 38.983
19 687000000 256QAM 2.500 22 38.605
20 303000000 256QAM 4.000 1 38.605
21 699000000 256QAM 2.800 24 38.605
22 705000000 256QAM 2.100 25 38.605
23 711000000 256QAM 1.900 26 37.636
24 717000000 256QAM 1.700 27 37.356
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 23700000 ATDMA - 64QAM 41.750 2 6400000
2 38596000 ATDMA - 64QAM 44.000 3 3200000
3 30596000 ATDMA - 64QAM 42.500 1 6400000