Intermittent disconnects

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yever
I Plan to Stick Around
Posts: 15

Re: Intermittent disconnects

@

 

I am also experiencing disconnect issue for the past two months. I have CODA-4582.  Currently it's on bridge mode, but I did switch to gateway mode briefly to test it out and got the same problem. Firmware version is 7.1.1.33. The disconnect happens on both wired and wireless devices. When it's disconnects, the modem is still on, and all the lights are normal. I notice packets loss when I ping 8.8.8.8 around the time of disconnecting. It looks like the connection is not completely gone, because my Microsoft Meeting is still connected, and I can still hear the other people, but they can't hear me.

 

The latest two disconnects I am aware of are from last night: Dec 4 8:25pm-8:30pm and Dec 4 10:30-10:45pm. I didn't use internet much today, so I don't know if there are any disconnects today.

 

I see a few T3 and T4 critical errors everyday in the event log.

 

112/05/2020 11:44:1782000200Critical

No Ranging Response received - T3 time-out;CM-MAC=64:77:7d:52:fc:30;CMTS-MAC=00:17:10:9a:ee:0f;CM-QOS=1.1;CM-VER=3.1;

612/05/2020 13:15:4682000400Critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=64:77:7d:52:fc:30;CMTS-MAC=00:17:10:9a:ee:0f;CM-QOS=1.1;CM-VER=3.1;

 

 

I just rebooted the modem, but here are the tables you requested:

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1633000000QAM25613.9001340.366
2591000000QAM25612.400740.366
3597000000QAM25612.400840.946
4849000000QAM2566.300238.605
5855000000QAM2567.500338.983
6861000000QAM2568.300438.983
7579000000QAM25611.900540.366
8585000000QAM25612.000640.366
9603000000QAM25612.500940.366
10609000000QAM25613.1991040.366
11615000000QAM25613.1991140.366
12621000000QAM25613.5001240.366
13279000000QAM2569.400140.366
14639000000QAM25613.9001440.366
15645000000QAM25614.1991540.366
16651000000QAM25614.4001640.366
17657000000QAM25614.5991740.366
18663000000QAM25614.6991840.366
19669000000QAM25614.8001940.946
20675000000QAM25614.8002040.946
21681000000QAM25614.5002140.366
22687000000QAM25614.4002240.946
23693000000QAM25613.8002340.946
24699000000QAM25613.1992440.946
25705000000QAM25612.4002540.366
26711000000QAM25611.9002640.366
27717000000QAM25610.6992740.946
28723000000QAM25610.3002840.366
29825000000QAM25610.4002938.983
30831000000QAM2569.0993038.983
31837000000QAM2567.4003138.983
32843000000QAM2566.4003238.605
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES10.500000
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
13230000064QAM41.02036400000
23870000064QAM41.02046400000
32110000064QAM39.76013200000
42590000064QAM41.02026400000
50QAM_NONE----1600000
60QAM_NONE----1600000
70QAM_NONE----1600000
80QAM_NONE----1600000
OFDM/OFDMA Overview
Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size
0OPERATE0.187511.62889.600046.781539.00002K
1DISABLED0.00000.00000.00000.00000.00002K
JohnGM
I Plan to Stick Around
Posts: 26

Re: Intermittent disconnects

The white CODA that looks like a big white block. But apparently they are not all created equal, the tech told me the newer versions have much fewer issues, but when you swap out your modem there is no guarantee you will get a newer version. The one that finally worked finally for me was a newer version.
jonnay
I've Been Here Awhile
Posts: 4

Re: Intermittent disconnects

I too have been having random disconnects 2-3 times a day in the 3-15 second range. Tech came out once and swapped the modem, issue still remains. Multiple chats with Rogers online support and everyone says there is no issue. Finally I find this thread and know that I am not alone. The issue last happened (that I noticed) last night ~10pm

 

The modem model: CODA-4582U
Modem's status: Gateway mode
Firmware version: 7.1.1.23
LAN Up Time and WAN Up Time: LAN Up Time 002 days 13h:26m:11s

WAN Up Time 002 days 13h:25m:25s


Downstream, Upstream, OFDM, OFDMA tables:

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000QAM2566.500738.605
2597000000QAM2566.900838.605
3603000000QAM2567.300938.983
4849000000QAM2567.400238.605
5855000000QAM2566.500338.605
6861000000QAM2565.900438.605
7579000000QAM2567.000538.605
8585000000QAM2567.099638.983
9279000000QAM2565.699137.355
10609000000QAM2566.9001038.605
11615000000QAM2567.3001138.983
12621000000QAM2567.5991238.983
13633000000QAM2567.4001338.983
14639000000QAM2567.8001438.983
15645000000QAM2567.5001538.605
16651000000QAM2567.8001638.605
17657000000QAM2568.0991738.983
18663000000QAM2568.1991838.983
19669000000QAM2568.4001940.366
20675000000QAM2568.4002038.983
21681000000QAM2568.4002138.983
22687000000QAM2568.1992238.983
23693000000QAM2568.0002338.605
24699000000QAM2568.9002440.366
25705000000QAM2568.3002538.983
26711000000QAM2567.8002638.605
27717000000QAM2567.9002738.983
28723000000QAM2568.1992838.605
29825000000QAM2567.3002938.983
30831000000QAM2567.4003038.605
31837000000QAM2567.1993138.983
32843000000QAM2567.6993238.983
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES6.500000
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
13870000064QAM38.52046400000
22110000064QAM38.51013200000
33230000064QAM39.02036400000
42590000064QAM38.77026400000
50QAM_NONE----1600000
60QAM_NONE----1600000
70QAM_NONE----1600000
80QAM_NONE----1600000
OFDM/OFDMA Overview
Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size
0OPERATE0.197511.17859.600044.781537.00002K
1DISABLED0.00000.00000.00000.00000.00002K


Are the disconnects happening on both wired and wireless devices? - Yes
Is the modem rebooting by itself when the connection drops? - I have not noticed a reboot, but the fact that I have internet in ~10 seconds would seem like no. I believe the router takes longer than that to reboot.
Is the band steering enabled on the modem? - No

 

If I have missed anything else or there would be anything else helpful to provide please let me know.

Gihad
I've Been Here Awhile
Posts: 4

Re: Intermittent disconnects

This problem seem to always happen when I'm in a conference (Google Meet) or when my wife is in hers (Microsoft Teams) or we are both during conferences which happens often.

 

I don't know if it's caused by the conferencing or if we notice it because it's easy to notice during conferences.

Swifty00
I Plan to Stick Around
Posts: 32

Re: Intermittent disconnects

This is an architectural problem with the Rogers network and they are not true disconnects, they are timeouts on up traffic.

 

A lot of their modems are at absolutely full processing capacity, even though they are well within tolerance for bandwidth.  There is an almost pathological denial of reality at Rogers on this issue.

 

Essentially, every small packet going up, except on precleared downloads, is treated as a new request, and has to get QOS processing, limit processing and so on.  This has to happen for small gaming packets or handshaking packets on things like facetime.  The processors on the servers can't handle it, this leads to latency, jitter and timeouts.

 

One big download is blazing fast and no problem unless you get unlucky and time it exactly when there is a pile-up, but do anything that requires constant small up-packets and you will very quickly hit a bottleneck, intermittent >1 sec latency and timeouts.

 

It has been going on for almost 2 years now slowly getting worse, and there is still no general acknowledgement at Rogers of it.  It also doesn't matter what level of service you get from Rogers, they are all equally bad.

toolcubed
I'm a Reliable Contributor
Posts: 427

Re: Intermittent disconnects

@Swifty00, that’s interesting. I presume all cable networks work this way? Or is this a flaw with Rogers’ design exclusively? Also, what I find interesting is that I never used to have these issues prior to the 7.x firmware update on my CODA. For example, version 36T6 and prior never seemed to exhibit these problems. Could it have something to do with firmware 7.x making the CODA worse in some manner?
jonnay
I've Been Here Awhile
Posts: 4

Re: Intermittent disconnects

To add to this, I've been working from home for months with the same Rogers internet plan, and only recently (last couple weeks) have I had this issue.
AdamMacD
I've Been Around
Posts: 1

Re: Intermittent disconnects

It looks like this is a common problem with Rogers internet for a lot of people but I'm also having multiple intermittent disconnects daily. I've called the customer support line multiple times (2-5 times a week for at least 2 months now). Everytime I call I get told that everything is okay and that there's no problems in our area. I've been told that I need an router and that the modem needs to be in bridge mode. When that didn't work I got told it's because the modem is in bridge mode and needs to be put back to normal. I've been told that the 5g range in my house is causing the drop outs so the tech turned it off, then the next time the tech told me with 5g off, the 2.4g gets overloaded and is causing the outage. Unfortunately in my area the only other option is Bell and they have 1/4 of the speed for the price but at this point it seems like it might be the only option.

Long story short, has anyone had any actual luck with solving this problem? My job is starting to get really upset that I can't consistently be in any meetings and I'm not getting any help from rogers about it.

Thank you.

JohnGM
I Plan to Stick Around
Posts: 26

Re: Intermittent disconnects

Over the last couple of years, every 4-6 months my internet turns into hot poop and  I have to spend several hours on phone / tech visits, eventually it gets resolved, then rinse and repeat 4-6 months later. My neighbor with Rogers also regularly complain of issues, more noticeable now with so many working/learning remotely. When mine gets fixed usually his gets fixed too. My latest issue was resolved last week after multiple modem swaps. However, the tech noted significant noise in the "area" that can be a problem. This "noise" has been detected every time i have had an issue. I don't think switching providers is guaranteed to help, sometimes better the devil you know. Forums and posts are ripe with many of the same complaints with the other major providers. I have a friend that is a teacher in my area, her internet provider is a major competitor, last couple of weeks she has had constant disconnects, terrible service basically unable to work remotely. We are all hostages to these providers, basically pleading with them to give us the good service we are paying for and deserve, a sad situation.

bhuwankshrestha
I've Been Around
Posts: 1

Re: Intermittent disconnects

No internet since yesterday. Its been 2 months of being with rogers but its been totally nightmare for me. Connection keeps going on and off frequently. And four (4) so-called technicians were sent to fix my issue but in vain and yet to fix the issue. Is this in line with Roger's strategic goals to provide service to its customer once persuaded in their hook or its just management's inability to implement and evaluate performance.