Intermittent disconnects

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I've Been Around
Posts: 1

Re: Intermittent disconnects

Anyone mind explaining how to get that chart and view LAN Up and WAN Up time?

 

I pulled up the router on my laptop (connected to the IP), signed in, went to the below locations and I can't find anything useful. On the black ignite router. Any insight would be appreciated. 

 

  • LAN Up Time and WAN Up Time > We can find this in the Status/System Information menu
  • Downstream, Upstream, OFDM, OFDMA tables > We can find this in the Status/DOCSIS WAN menu
I Plan to Stick Around
Posts: 9

Re: Intermittent disconnects

Go for 2nd option or keep waiting for miracle.

I've Been Here Awhile
Posts: 2

Re: Intermittent disconnects

Hi,

 

I recently started experiencing Downstream Signal issues causing my modem to constantly restart. My connection remained consistent during the morning and afternoon with no resets, but the constant disconnects resumed as soon as the evening came.

 

This is my current Downstream and Upstream data; I believe all these rows should contain data, but it seems like I have significantly low Signal strength and unavailable Port IDs:

 

Downstream Overview

Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 591000000 QAM256 -21.700 7 29.062
2 597000000 QAM256 -22.099 8 28.905
3 603000000 QAM256 -21.599 9 29.268
4   UNSUPPORTED false 0 false
5   UNSUPPORTED false 0 false
6 579000000 QAM256 -20.200 5 30.206
7 585000000 QAM256 -20.599 6 30.001
8   UNSUPPORTED false 0 false
9 609000000 QAM256 -22.599 10 28.462
10 615000000 QAM256 -24.099 11 27.041
11 621000000 QAM256 -24.299 12 26.942
12 633000000 QAM256 -23.799 13 27.355
13 639000000 QAM256 -24.700 14 26.586
14   UNSUPPORTED false 0 false
15   UNSUPPORTED false 0 false
16   UNSUPPORTED false 0 false
17   UNSUPPORTED false 0 false
18   UNSUPPORTED false 0 false
19   UNSUPPORTED false 0 false
20   UNSUPPORTED false 0 false
21   UNSUPPORTED false 0 false
22   UNSUPPORTED false 0 false
23   UNSUPPORTED false 0 false
24   UNSUPPORTED false 0 false
25   UNSUPPORTED false 0 false
26   UNSUPPORTED false 0 false
27   UNSUPPORTED false 0 false
28   UNSUPPORTED false 0 false
29   UNSUPPORTED false 0 false
30   UNSUPPORTED false 0 false
31   UNSUPPORTED false 0 false
32 279000000 QAM256 -3.200 1 37.636

 

Upstream Overview

Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 25900000 64QAM 35.020 6 6400000
2 38700000 64QAM 35.020 8 6400000
3 32300000 64QAM 35.020 7 6400000
4 21100000 64QAM 36.010 5 3200000
5 0 QAM_NONE - --- 1600000
6 0 QAM_NONE - --- 1600000
7 0 QAM_NONE - --- 1600000
8 0 QAM_NONE - --- 1600000

 

I've Been Here Awhile
Posts: 2

Re: Intermittent disconnects

Here's a morning update of my Downstream and Upstream. Assuming everything's back to normal because there's less load on my neighbourhood node:

 

Downstream Overview

Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000QAM2561.599737.355
2597000000QAM2561.599837.355
3603000000QAM2562.200937.636
4855000000QAM256-2.900335.779
5861000000QAM256-1.799437.355
6579000000QAM2562.500537.355
7585000000QAM2562.200637.355
8849000000QAM256-4.200235.779
9609000000QAM2561.7991037.355
10615000000QAM2560.5991137.355
11621000000QAM2560.5991237.355
12633000000QAM2562.0991337.355
13639000000QAM2561.2001437.355
14645000000QAM2560.5991537.355
15651000000QAM2560.0001637.355
16657000000QAM256-0.7001737.636
17663000000QAM2560.0001837.636
18669000000QAM2560.0991937.636
19675000000QAM2560.4002037.636
20681000000QAM2560.2992137.636
21687000000QAM2560.5002237.636
22693000000QAM2560.7002337.636
23699000000QAM2560.5002438.605
24705000000QAM256-0.2992537.636
25711000000QAM256-1.0002637.636
26717000000QAM256-0.2992737.636
27723000000QAM256-0.5002837.636
28825000000QAM256-4.0992936.609
29831000000QAM256-3.0993036.609
30837000000QAM256-5.0003135.779
31843000000QAM256-5.2993235.779
32279000000QAM2565.699137.636

 

Upstream Overview

Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
12590000064QAM33.77066400000
23870000064QAM35.02086400000
33230000064QAM35.02076400000
42110000064QAM36.01053200000
50QAM_NONE----1600000
60QAM_NONE----1600000
70QAM_NONE----1600000
80QAM_NONE----1600000

 

I've Been Around
Posts: 1

Re: Intermittent disconnects

My family and I have been having issues with our internet for awhile. Most of the day we have a stable and fast internet connection. However, about once or twice a day, the internet will randomly cut out and go completely offline. However, what's weird is that if I'm in a call (e.g Discord, TeamSpeak, or Skype), I can still receive audio input online and hear what other people are saying in the call, but not be able to use the internet (e.g. surfing the internet or playing a game; completely disconnected). Our connection continues to randomly cut in and out until it stabilizes and will work for a bit until the next disruption to it.

 

I've tried calling Rogers customer support multiple times but they claim that the connection on their end is completely fine and that there are no issues they can see. Is there any way we can get this issue resolved? It's not much of an issue in everyday use, but for work and gaming with a random disconnect, it really messes with what we're trying to do.

 

I have the Ignite WiFi Gateway modem, and I am also connected to ethernet.

Moderator
Moderator
Posts: 1,259

Re: Intermittent disconnects

Hello @ViCommander,

 

Welcome to the Community!

 

You've definitely come to the right place! Intermittent disconnects can be disruptive and quite tricky to identify the root cause. Can you please provide the information listed in RogersMoin's post here

 

The more info we have the easier it will be to identify the cause. Please make sure the info does not include any personal information (e.g. MAC address/IP/ etc.)

 

 

 

RogersZia

I've Been Here Awhile
Posts: 4

Re: Intermittent disconnects

I have been having intermittent disconnections for months. Usually a couple a day. Usually stabilizes after 5 mins. Had modem replaced once. Did not resolve issue.

 

Details:

  • The modem model: CODA-4582U
  • Modem's status: Gateway mode
  • Firmware version: 7.1.1.33
  • LAN Up Time: 029 days 10h:14m:49s WAN Up Time: 008 day 04h:58m:22s
  • Downstream, Upstream, OFDM, OFDMA tables:
Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000QAM256-1.000738.605
2597000000QAM256-1.200838.605
3603000000QAM256-1.400938.605
4849000000QAM256-3.500237.636
5855000000QAM256-2.799337.636
6861000000QAM256-2.599437.355
7579000000QAM256-1.599538.605
8585000000QAM256-1.500638.605
9279000000QAM2563.099138.983
10609000000QAM256-1.0991038.983
11615000000QAM256-0.9001138.605
12621000000QAM256-0.7001238.257
13633000000QAM256-0.5991338.983
14639000000QAM256-0.5001438.605
15645000000QAM256-0.7991538.983
16651000000QAM256-0.9001638.605
17657000000QAM256-0.9001738.983
18663000000QAM256-1.0001838.605
19669000000QAM256-0.9001938.605
20675000000QAM256-0.5002038.605
21681000000QAM256-0.7002138.983
22687000000QAM256-0.7002238.605
23693000000QAM256-0.7992338.605
24699000000QAM256-1.0002437.636
25705000000QAM256-1.0992538.605
26711000000QAM256-1.2992638.605
27717000000QAM256-2.0002738.605
28723000000QAM256-1.5002837.636
29825000000QAM256-4.2002936.609
30831000000QAM256-4.4003036.609
31837000000QAM256-4.4003136.609
32843000000QAM256-4.2993237.355
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES2.099998
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
13230000064QAM35.77036400000
23870000064QAM34.27046400000
32110000064QAM31.26013200000
42590000064QAM33.02026400000
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
0OPERATE0.212110.55939.600039.281531.50002K
1DISABLED0.00000.00000.00000.00000.00002K
  • Are the disconnects happening on both wired and wireless devices? Both
  • Is the modem rebooting by itself when the connection drops? No
  • Is the band steering enabled on the modem? No
I've Been Around
Posts: 1

Re: Intermittent disconnects

Hi,

 

I've called rogers and they've sent a technician to check the box in our street. He said, and I quote, the "signal outside is very very weak" after I supplied him with the router log, which on a daily basis, gives the "No Ranging Response received - T3 time-out" error, in addition to the following:

The technician escalated this with Roger's own technician and this still has yet to improve.  I'd like to know

1. what exactly the problem is with this "outside signal" (the technician actually said the signal might be weak for all rogers customers in my street!)  and 
2. how can I address this when I need consistent and reliable internet? I am considering going to bell. 


Thank you

SYNC Timing Synchronization failure - Loss of Sync;
9 01/11/21 15:28:56 84020200 warning Lost MDD Timeout;CM
10 01/11/21 15:29:45 82000400 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
11 01/11/21 15:30:50 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM
12 01/11/21 15:30:52 73040100 notice TLV-11 - unrecognized OID

 

I've Been Here Awhile
Posts: 2

Re: Intermittent disconnects

Been having disconnects constantly over the past few months.

 

Details:

  • The modem model: CODA-4582
  • Modem's status: Bridge Mode
  • Firmware version: 7.1.1.33

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1633000000QAM25614.1991338.605
2591000000QAM25613.400738.605
3597000000QAM25614.000838.983
4849000000QAM25613.000237.355
5855000000QAM25612.300337.355
6861000000QAM25611.699436.609
7579000000QAM25613.699538.605
8585000000QAM25613.000638.605
9603000000QAM25613.599938.605
10609000000QAM25613.3001038.983
11615000000QAM25614.0001138.605
12621000000QAM25614.6991238.605
13279000000QAM2569.000138.605
14639000000QAM25614.3001437.355
15645000000QAM25613.9001537.636
16651000000QAM25613.5001637.355
17657000000QAM25613.3001737.355
18663000000QAM25613.5001837.636
19669000000QAM25613.4001937.636
20675000000QAM25612.9002037.355
21681000000QAM25613.0992137.636
22687000000QAM25613.5002237.355
23693000000QAM25613.5002337.355
24699000000QAM25613.6992437.636
25705000000QAM25613.9002537.636
26711000000QAM25613.8002637.355
27717000000QAM25613.0992737.636
28723000000QAM25613.0002837.355
29825000000QAM25613.9002937.355
30831000000QAM25614.0993037.636
31837000000QAM25614.1993137.636
32843000000QAM25613.5003237.355
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES11.199997
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
12590000064QAM39.02066400000
23870000064QAM40.27086400000
33230000064QAM39.02076400000
42110000064QAM38.01053200000
50QAM_NONE----1600000
60QAM_NONE----1600000
70QAM_NONE----1600000
80QAM_NONE----1600000
Resident Expert
Resident Expert
Posts: 7,064

Re: Intermittent disconnects

@Wipeouthm your downstream DOCSIS 3.0 signal levels are far too high, they should be down around 0 dBmV.  There is also a 4.7 dBmV rise between port 13 and port 7, where the downstream OFDM channel is running.  That might be causing problems as well, but, there isn't enough data in the OFDM section to determine that.  There is a hint that the power level for the OFDM channel is too high as well.  @RogersAndy would have to take a closer look at the OFDM signal levels to determine if they are ok throughout the OFDM channel.  

 

The upstream DOCSIS 3.0 signal levels are ok where they are.  

 

Are you on a Fibre to the Home (FTTH) system?  If so, that would explain the high downstream signal levels.  If not, then the output of the neighbourhood node output card or downstream amplifiers is set too high.  That's a problem for a Senior Tech or Maintenance Crew to sort out. 

 

Can you post the bottom OFDM/OFDMA Overview section as well.  If you have an upstream OFDMA channel enabled, that might be adding to the troubles.