Intermittent disconnects

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I've Been Around
Posts: 1

Re: Intermittent disconnects

Having the same issues. My Rogers internet disconnects very often for 30 - 60 second intervels. As far as I can tell, this is relegated to just WIFI. I've had not connectivity issues when plugging directly through LAN cable. I've tried firmware upgrades, etc but to no avail. Details below. Please help!!

 

(Removed Personal Info) 

 

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 603000000 256QAM -4.200 9 37.356
2 579000000 256QAM -4.500 5 37.636
3 585000000 256QAM -4.700 6 37.636
4 591000000 256QAM -4.400 7 37.636
5 597000000 256QAM -4.300 8 37.356
6 279000000 256QAM 1.000 1 38.983
7 609000000 256QAM -4.300 10 37.356
8 615000000 256QAM -4.200 11 37.356
9 621000000 256QAM -4.300 12 37.356
10 633000000 256QAM -4.300 13 37.356
11 639000000 256QAM -4.200 14 37.636
12 645000000 256QAM -4.100 15 37.636
13 651000000 256QAM -4.300 16 37.636
14 657000000 256QAM -4.400 17 37.636
15 663000000 256QAM -4.800 18 37.636
16 669000000 256QAM -5.200 19 37.356
17 675000000 256QAM -5.400 20 36.610
18 681000000 256QAM -5.000 21 37.356
19 687000000 256QAM -5.200 22 37.636
20 693000000 256QAM -4.700 23 37.636
21 699000000 256QAM -4.900 24 37.636
22 705000000 256QAM -4.800 25 37.356
23 711000000 256QAM -4.500 26 37.636
24 717000000 256QAM -4.500 27 37.636
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 22100000 ATDMA - 64QAM 34.500 1 3200000
2 36996000 ATDMA - 64QAM 37.250 4 6400000
3 30596000 ATDMA - 64QAM 36.000 3 6400000
4 25300000 ATDMA - 64QAM 34.750 2 3200000

 

 

 
Highlighted
Moderator
Moderator
Posts: 1,845

Re: Intermittent disconnects

Hello, @Balistixx.

 

Welcome to Rogers Community Forums!

 

Thank you for joining this discussion; undoubtedly, the WiFi devices dropping the connection for brief periods can be inconvenient. It's helpful to know that the wired devices are not losing the connection. 

 

Where is the modem located? For optimal WiFi performance, this modem should be in a standing/vertical position above the floor and enough clearance around it. 

 

Do all the devices disconnecting from the WiF network? When was the last time the WiFi network was stable?

 

I look forward to hearing from you!

 

Cheers,
RogersMoin

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Resident Expert
Resident Expert
Posts: 1,117

Re: Intermittent disconnects

@Balistixx 

 

Which modem are you running? It must be an older model since it only have 24 channels. Are you renting the modem or do you own it? If it's being rented I would suggest swapping to a newer modem. Also have you tried a factory reset on the modem?



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I'm Here A Lot
Posts: 5

Re: Intermittent disconnects

In the last several weeks on some days I was losing an Internet connection for up to 1 or 2 minutes quite a few times a day. It seems that WiFi is OK during these outages.

I have: Hitron CODA-4582U modem, Software Version: 2.0.10.36T8

 

As for a previous discussion I captured the following information:

Status >> DOCSIS WAN 2020-06-09 12:43 PM:

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1663000000256QAM1.21840.366
5579000000256QAM-0.1010.173
6585000000256QAM-0.2010.306
7591000000256QAM-0.2010.425
8597000000256QAM-0.1010.548
9603000000256QAM-0.1010.67
10609000000256QAM0010.797

 

OFDM Downstream Overview

ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 locked
0NANANONONO
1NANANONONO

 

Upstream Overview

Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
136996000ATDMA - 64QAM58.2546400000

OFDM/OFDMA Overview

Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report Power
0DISABLED0.500-inf
1DISABLED0.500-inf

 

Status >> DOCSIS Event 2020-06-09 12:50 PM:

No.

TimeTypePriorityEvent
111:41:3782000200criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
211:41:3882000300criticalRanging Request Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
311:41:3882000600criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
411:42:2382000200criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
511:43:0482000400criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
611:43:2082000200criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
711:43:2790000000warningMIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
811:43:2984000700warningRCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
911:45:4782000200criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
1011:45:4782000300criticalRanging Request Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
1111:45:4782000600criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
1211:45:5382000200criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
1311:45:5382000300criticalRanging Request Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
1411:45:5382000600criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
1511:45:5382000200criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
1611:45:5482000300criticalRanging Request Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
1711:45:5482000600criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
1811:45:5482000300criticalRanging Request Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
1911:45:5482000600criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;
2011:49:1282000200criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;

 

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Resident Expert
Resident Expert
Posts: 6,986

Re: Intermittent disconnects

@Yury_mak call tech support and ask the Customer Service Rep to run a signal check on the modem.  That will fail automatically as you appear to have severe cable and/or connector problems.  That will lead to a discussion to have a tech visit your home to check the external cable and its connectors.  

 

1.  Are you in a house or apartment/condo/highrise?

2.  If you're in a house does the external cable run underground to a nearby pedestal which should be visible from your front yard, or does the cable run overhead to a nearby utility pole?

 

 



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I'm Here A Lot
Posts: 5

Re: Intermittent disconnects

>> 1.  Are you in a house or apartment/condo/highrise?

           Single family house.

 

>> 2.  If you're in a house does the external cable run underground to a nearby pedestal which should be visible from your front yard, or does the cable run overhead to a nearby utility pole?

     External fiber optics cable goes into my house.
     Then there is a small box that has a coax cable as an output.
    Then my Hitron modem is connected to this coax cable.

Highlighted
I'm Here A Lot
Posts: 5

Re: Intermittent disconnects

Today it was much better and no disconnects so far:

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1621000000256QAM1.0001238.983
2849000000256QAM2.300240.946
3855000000256QAM1.900340.366
4861000000256QAM1.600440.946
5579000000256QAM0.200538.983
6585000000256QAM0.200638.983
7591000000256QAM0.300738.983
8597000000256QAM0.400838.983
9603000000256QAM0.400938.983
10609000000256QAM0.5001038.983
11615000000256QAM1.0001138.605
12279000000256QAM-1.400138.605
13633000000256QAM1.2001338.983
14639000000256QAM1.3001440.366
15645000000256QAM1.4001538.605
16651000000256QAM1.4001638.983
17657000000256QAM1.4001740.366
18663000000256QAM1.7001840.946
19669000000256QAM1.7001938.983
20675000000256QAM1.7002040.366
21681000000256QAM1.5002140.366
22687000000256QAM1.9002240.366
23693000000256QAM1.8002340.366
24699000000256QAM1.9002438.983
25705000000256QAM1.8002540.366
26711000000256QAM1.7002640.946
27717000000256QAM1.5002740.366
28723000000256QAM1.5002838.983
29825000000256QAM1.9002938.983
30831000000256QAM2.3003040.366
31837000000256QAM2.3003140.366
32843000000256QAM2.2003240.366
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES-1.099998
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
113696000ATDMA - 64QAM32.50016400000
236996000ATDMA - 64QAM33.25046400000
330596000ATDMA - 64QAM33.25036400000
423700000ATDMA - 64QAM33.25026400000
OFDM/OFDMA Overview
Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size
0DISABLED0.50000.00000.0000-inf-1.00004K
1DISABLED0.50000.00000.0000-inf-1.00004K
Highlighted
Resident Expert
Resident Expert
Posts: 6,986

Re: Intermittent disconnects

@Yury_mak it looks like you have Rogers Fibre to the Home (FTTH) which probably looks like this:

 

https://forums.redflagdeals.com/rogers-rogers-cable-retentions-new-customers-deal-thread-read-thread...

 

From what we've seen in the forum, the fibre installations are probably pretty reliable, but, their not infallible.  We don't actually see many complaints but they do happen.  

 

Next time that you have problems, call tech support and indicate what you're seeing on the modem in terms of missing channels or poor signal levels, but, key point, also mention that you're on an FTTH system.  

 

The only thing that the FTTH system does is replace the traditional copper cabling that runs from the neighbourhood node to the local tap to your modem.  Its still a DOSCIS system, running over fibre.  

 

I would think that the tech would also have to check the fibre terminal to determine if there are any issues with the fibre feed.  It should have its own set of signal parameters which should indicate whether or not the fibre signal was within specs.  The fact that the modem has poor signal levels could point to the fibre terminal output, or perhaps the neighbourhood node if in fact what was seen at the output of the fibre terminal reflects the output of the neighbourhood node or perhaps the fibre cabling itself.  The fibre system also brings with it its own set of potential problem points.  So, tech support has to recognize the fibre optic portion of the system and diagnose any potential issues with it.  

 

The question at this point is whether or not the average front line Tier I service rep has the experience and knowledge to tackle FTTH system.  That I don't know.  It would be worth a comment from @CommunityHelps.  



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I'm Here A Lot
Posts: 7

Re: Intermittent disconnects

hey all

been getting 1min disconnects recently on my modem.

should i be concerned and call customer tech?

No. Time Type Priority Event
1 10/06/2020 10:02:32 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=vv;CMTS-MAC=vv;CM-QOS=1.1;CM-VER=3.1;
2 10/06/2020 10:04:50 74010100 Notice CM-STATUS message sent. Event Type Code: 5; Chan ID: 20; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=vv;CMTS-MAC=vv;CM-QOS=1.1;CM-VER=3.1;
3 10/07/2020 08:44:36 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=vv;CMTS-MAC=vv;CM-QOS=1.1;CM-VER=3.1;
4 10/07/2020 09:19:16 74010100 Notice CM-STATUS message sent. Event Type Code: 5; Chan ID: 20; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=vv;CMTS-MAC=vv;CM-QOS=1.1;CM-VER=3.1;
5 10/07/2020 09:55:20 68010300 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=vv;CMTS-MAC=vv;CM-QOS=1.1;CM-VER=3.1;
6 10/07/2020 10:19:16 74010100 Notice CM-STATUS message sent. Event Type Code: 5; Chan ID: 20; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=vv;CMTS-MAC=vv;CM-QOS=1.1;CM-VER=3.1;
7 10/07/2020 13:45:07 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=vv;CMTS-MAC=vv;CM-QOS=1.1;CM-VER=3.1;
8 10/07/2020 13:49:09 74010100 Notice CM-STATUS message sent. Event Type Code: 5; Chan ID: 20; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=vv;CMTS-MAC=vv;CM-QOS=1.1;CM-VER=3.1;
9 10/08/2020 01:29:17 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=vv;CMTS-MAC=vv;CM-QOS=1.1;CM-VER=3.1;
10 10/08/2020 01:43:49 74010100 Notice CM-STATUS message sent. Event Type Code: 5; Chan ID: 20; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=vv;CMTS-MAC=vv;CM-QOS=1.1;CM-VER=3.1;
11 10/08/2020 09:55:20 68010300 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=vv;CMTS-MAC=vv;CM-QOS=1.1;CM-VER=3.1;
12 10/08/2020 10:16:48 74010100 Notice CM-STATUS message sent. Event Type Code: 5; Chan ID: 20; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=vv;CMTS-MAC=vv;CM-QOS=1.1;CM-VER=3.1;
13 10/08/2020 14:34:06 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.1;
14 10/08/2020 14:39:19 74010100 Notice CM-STATUS message sent. Event Type Code: 2; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.1;
15 10/08/2020 20:28:17 84020200 Warning Lost MDD Timeout;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.1;
16 10/08/2020 20:28:17 74010100 Notice CM-STATUS message sent. Event Type Code: 5; Chan ID: 20; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.1;
Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 591000000 QAM256 -1.200 7 40.946
2 597000000 QAM256 -1.900 8 40.946
3 603000000 QAM256 -1.500 9 40.946
4 849000000 QAM256 -6.700 2 38.983
5 855000000 QAM256 -6.000 3 38.605
6 861000000 QAM256 -6.400 4 38.983
7 579000000 QAM256 -1.000 5 40.366
8 585000000 QAM256 -0.599 6 40.366
9 279000000 QAM256 0.700 1 40.946
10 609000000 QAM256 -1.299 10 40.366
11 615000000 QAM256 -1.400 11 40.366
12 621000000 QAM256 -1.599 12 40.366
13 633000000 QAM256 -2.299 13 40.366
14 639000000 QAM256 -2.799 14 40.366
15 645000000 QAM256 -3.099 15 40.366
16 651000000 QAM256 -3.000 16 40.946
17 657000000 QAM256 -2.400 17 40.366
18 663000000 QAM256 -2.799 18 40.366
19 669000000 QAM256 -3.900 19 38.983
20 675000000 QAM256 -4.299 20 40.946
21 681000000 QAM256 -3.900 21 40.366
22 687000000 QAM256 -2.900 22 40.366
23 693000000 QAM256 -2.799 23 40.366
24 699000000 QAM256 -3.900 24 38.983
25 705000000 QAM256 -4.599 25 40.366
26 711000000 QAM256 -4.500 26 38.983
27 717000000 QAM256 -3.400 27 38.983
28 723000000 QAM256 -3.000 28 38.983
29 825000000 QAM256 -4.599 29 38.983
30 831000000 QAM256 -4.500 30 38.983
31 837000000 QAM256 -6.000 31 38.983
32 843000000 QAM256 -6.799 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 -0.299999
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 36996000 64QAM 43.520 8 6400000
2 22100000 64QAM 40.510 5 3200000
3 30596000 64QAM 43.520 7 6400000
4 25300000 64QAM 41.760 6 3200000
5 0 QAM_NONE - --- 1600000
6 0 QAM_NONE - --- 1600000
7 0 QAM_NONE - --- 1600000
8 0 QAM_NONE - --- 1600000
OFDM/OFDMA Overview
Channel Index State lin Digital Att Digital Att BW (sc's*fft) Report Power Report Power1_6 FFT Size
0 DISABLED 0.0000 0.0000 0.0000 0.0000 0.0000 2K
1 DISABLED 0.0000 0.0000 0.0000 0.0000 0.0000 2K

 

 

Highlighted
Moderator
Moderator
Posts: 1,845

Re: Intermittent disconnects

Hello, @Doxy.

 

Thank you for posting your concern in the Community; micro disconnects can be tricky to diagnose.

 

I appreciate you posting the log and signal levels; they are within the acceptable range and should not cause the disconnects you are experiencing. Is it happening on both the wired and WiFi devices?

 

Do you notice your modem rebooting when the connection drops?

 

We look forward to hearing from you.

 

Cheers,

RogersMoin