Intermittent disconnects

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I've Been Here Awhile
Posts: 4

Re: Intermittent disconnects

Starting to REALLY hate Rogers internet!

 

Ever since I (was forced to) upgraded my old DOCSIS modem for their CGN3ACSMR modem a few years ago, I've had nothing but problems.

 

I need to reboot the modem at least 5 times/week - sometimes multiple times in one day. If I'm not rebooting, I'm consistently dropping connection on both wireless and wired devices. 

 

I've had techs come out too many times to care - yet my logs are always the same - full of errors, drops and reboots

I've also replaced the modem several times - receiving the same model each time. And each time the samething happens

 

Rogers you gonna finally fix this ridiculous problem that me and hundreds of other suffer through? You certainly have no problem taking our+ $100.00/month. for internet AND charge us a rental fee for a piece of garbage. 

 

I'm here to see if something can be done.. If not - I'm out and I'll take my home phone, cable tv and internet with me. Oh and speaking of home phone - I've asked rogers for a new battery since this one died YEARS ago and never heard back. Lost power for 3 days following the tornado and, YEP you guessed it, COULDN'T USE MY PHONE for even 10mins to contact friends and family to make sure everyone was OK..

 

I know all  providers suck for any kind of customer support.. So I'll see if something changes here.. 

 

No. Time Type Priority Event
1 10/02/18 08:13:10 84020200 warning Lost MDD Timeout;CM-MAC=;CMTS-MAC=00:17:10:90:c5:8a;CM-QOS=1.1;CM-VER=3.0;
2 10/02/18 08:13:10 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:90:c5:8a;CM-QOS=1.1;CM-VER=3.0;
3 10/02/18 08:13:10 84020200 warning Lost MDD Timeout;CM-MAC=;CMTS-MAC=00:17:10:90:c5:8a;CM-QOS=1.1;CM-VER=3.0;
4 10/02/18 14:27:51 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=00:17:10:90:c5:8a;CM-QOS=1.1;CM-VER=3.0;
5 10/02/18 14:28:02 73040100 notice TLV-11 - unrecognized OID;CM-MAC=;CMTS-MAC=00:17:10:90:c5:8a;CM-QOS=1.1;CM-VER=3.0;
6 10/02/18 14:28:03 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:90:c5:8a;CM-QOS=1.1;CM-VER=3.0;
7 10/02/18 15:45:49 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=00:17:10:90:c5:8a;CM-QOS=1.1;CM-VER=3.0;
8 10/02/18 15:45:59 73040100 notice TLV-11 - unrecognized OID;CM-MAC=;CMTS-MAC=00:17:10:90:c5:8a;CM-QOS=1.1;CM-VER=3.0;
9 10/02/18 11:48:35 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:90:c5:8a;CM-QOS=1.1;CM-VER=3.0;
10 10/02/18 18:29:20 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=00:17:10:90:c5:8a;CM-QOS=1.1;CM-VER=3.0;
11 10/02/18 18:29:32 73040100 notice TLV-11 - unrecognized OID;CM-MAC=;CMTS-MAC=00:17:10:90:c5:8a;CM-QOS=1.1;CM-VER=3.0;
12 10/04/18 07:42:46 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:17:10:90:c5:8a;CM-QOS=1.1;CM-VER=3.0;
13 10/04/18 16:31:58 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=00:17:10:90:c5:8a;CM-QOS=1.1;CM-VER=3.0;
14 10/04/18 16:32:10 73040100 notice TLV-11 - unrecognized OID;CM-MAC=;CMTS-MAC=00:17:10:90:c5:8a;CM-QOS=1.1;CM-VER=3.0;
15 10/04/18 18:51:58 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=00:17:10:90:c5:8a;CM-QOS=1.1;CM-VER=3.0;
16 10/04/18 18:52:09 73040100 notice TLV-11 - unrecognized OID;CM-MAC=;CMTS-MAC=00:17:10:90:c5:8a;CM-QOS=1.1;CM-VER=3.0;
17 10/04/18 19:19:17 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=00:17:10:90:c5:8a;CM-QOS=1.1;CM-VER=3.0;
18 10/04/18 19:19:29 73040100 notice TLV-11 - unrecognized OID;CM-MAC=;CMTS-MAC=00:17:10:90:c5:8a;CM-QOS=1.1;CM-VER=3.0;
19 10/04/18 19:21:51 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=00:17:10:90:c5:8a;CM-QOS=1.1;CM-VER=3.0;
20 10/04/18 19:22:03 73040100 notice TLV-11 - unrecognized OID;CM-MAC=;CMTS-MAC=00:17:10:90:c5:8a;CM-QOS=1.1;CM-VER=3.0;

 

 

***Removed CM MAC Address***

I've Been Here Awhile
Posts: 4

Re: Intermittent disconnects

Up and downstream info:

 

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 669000000 256QAM -7.900 19 38.605
2 579000000 256QAM -4.600 5 40.366
3 585000000 256QAM -4.900 6 40.366
4 591000000 256QAM -4.900 7 38.983
5 597000000 256QAM -5.900 8 38.983
6 603000000 256QAM -5.300 9 40.366
7 609000000 256QAM -5.400 10 40.366
8 615000000 256QAM -5.500 11 38.983
9 621000000 256QAM -6.100 12 38.983
10 633000000 256QAM -6.500 13 38.983
11 639000000 256QAM -7.000 14 38.605
12 645000000 256QAM -6.900 15 38.983
13 651000000 256QAM -7.700 16 38.605
14 657000000 256QAM -7.700 17 38.605
15 663000000 256QAM -8.000 18 38.605
16 303000000 256QAM -4.100 1 40.366
17 675000000 256QAM -8.200 20 38.605
18 681000000 256QAM -9.100 21 37.356
19 687000000 256QAM -9.400 22 37.636
20 693000000 256QAM -9.400 23 38.605
21 699000000 256QAM -10.000 24 37.636
22 705000000 256QAM -10.300 25 37.636
23 711000000 256QAM -10.000 26 37.636
24 717000000 256QAM -9.300 27 37.636
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 38596000 ATDMA - 64QAM 46.250 3 3200000
2 30596000 ATDMA - 64QAM 49.750 1 6400000
3 23700000 ATDMA - 64QAM 47.500 2 6400000
Moderator
Moderator
Posts: 427

Re: Intermittent disconnects

Hello @bigdee2015,

 

Thank you for your post and welcome to the Rogers Community Forums!

 

I do not blame you at all for being frustrated and at the end of your rope, at this point. =(

 

From the signal levels that you have posted there appears to be a weak signal and possibly some missing Downstream channels which could be what is causing the issues you are facing with the dropped connection. While I am certain you have troubleshot this matter numerous times we'd like an opportunity to try to find a solution for you.

 

Please send us a Private Message to @CommunityHelps so we can pull up your info and review your file. We'd like to run some diagnostic tests on our end to see if there has been anything that was missed in previous attempts to resolve this matter.

 

If you are not familiar with our Private messaging system please check out our Blog.

 

RogersTony

I've Been Around
Posts: 1

Re: Intermittent disconnects

Hi,

 

I'm having some issues with my router & connection.  Can someone please review my DOCSIS WAN info below and let me know if they see anything suspicious.  My router is a CODA-4582U.  I'm thinking my upstream signal strength looks low.  A technician had to work on the line 4 months ago to get it working, and lately some of those symptoms may be returning.

 

Gateway IP Address 7.xx.xxx.x
DHCP Lease Time D: 06 H: 22 M: 40 S: 05
Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 603000000 256QAM -1.000 9 38.605
2 849000000 256QAM -3.600 2 38.605
3 855000000 256QAM -3.300 3 38.605
4 861000000 256QAM -2.900 4 38.605
5 579000000 256QAM -0.900 5 38.983
6 585000000 256QAM -1.000 6 38.983
7 591000000 256QAM -0.900 7 38.605
8 597000000 256QAM -1.000 8 38.983
9 303000000 256QAM -2.100 1 38.983
10 609000000 256QAM -0.400 10 40.366
11 615000000 256QAM -0.200 11 40.366
12 621000000 256QAM -0.100 12 38.983
13 633000000 256QAM 0.500 13 40.366
14 639000000 256QAM 0.500 14 40.366
15 645000000 256QAM 0.700 15 40.366
16 651000000 256QAM 0.700 16 38.983
17 657000000 256QAM 0.800 17 40.946
18 663000000 256QAM 0.500 18 38.983
19 669000000 256QAM 0.200 19 38.983
20 675000000 256QAM 0.100 20 38.983
21 681000000 256QAM -0.300 21 38.983
22 687000000 256QAM -0.500 22 38.983
23 693000000 256QAM -0.700 23 38.605
24 699000000 256QAM -1.200 24 38.983
25 705000000 256QAM -1.400 25 38.983
26 711000000 256QAM -2.100 26 38.605
27 717000000 256QAM -2.300 27 38.983
28 723000000 256QAM -2.500 28 38.983
29 825000000 256QAM -3.500 29 37.636
30 831000000 256QAM -3.800 30 38.605
31 837000000 256QAM -3.600 31 38.605
32 843000000 256QAM -3.700 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 -2.599998
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 38595805 ATDMA - 64QAM 33.000 6 3200000
2 30596000 ATDMA - 64QAM 31.000 4 6400000
3 23700000 ATDMA - 64QAM 30.750 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

 

Also seeing some of these in the Events:

 

17 11/28/2018 01:16:52 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
18 11/29/2018 11:43:38 84020200 warning Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
19 11/29/2018 13:11:23 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
20 11/29/2018 19:37:40 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

 

Thanks.

 

 

Resident Expert
Resident Expert
Posts: 5,812

Re: Intermittent disconnects

@Dave42 there's nothing in the modem stats to indicate a potential issue, but, the modem is running DOCSIS 3.1 on the downstream side and there simply isn't enough information shown that allows one to come to any conclusions regarding the health of the OFDM channel.  The upper DOCSIS 3.0 channels look pretty stable so the chances are that the lower OFDM channel should be ok.  The upstream levels are fine.  Their typical of what we see with this modem running DOCSIS 3.1 on the downstream side.  

 

Whats unusual is the MDD timeouts.  For some reason the modem is losing the MAC Domain Descriptor message, or it can't find the Primary channel to lock onto, which would indicate some type of communication break between the modem and the CMTS.  This might be nothing more that a very very brief break, after which the modem has to resync.  

 

The MIMO alert is an MDD IP Mode Overide alert which is due to any differences between the mode that the modem is operating in versus what the provisioning indicates. This might also be due to any short comm breaks, just speculating. 

 

The No Ranging Response is due to the CMTS being busy.  The modem requests a maintenance period from the CMTS.  It requests that period a number of times before it gives up, raises an alert and carries on.  It will restart the request a short time later.  I wouldn't be concerned with this unless there was a continuing series of these. 

 

Edit:  @Dave42, call tech support and ask the CSR to run a signal check on the modem and ask specifically if the OFDM stats show that the OFDM channel is running within its specified parameter ranges.