Intermittent disconnects

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I Plan to Stick Around
Posts: 14

Re: Intermittent disconnects

I started noticing this problem in Ottawa a few weeks ago.  Saw somewhere that the Rogers supplied DNS seems to have software bugs so I manually set my DNS servers to Google 8.8.4.4 and OpenDNS 208.67.222.222 and the problems seem to have gone away.

I also believe this problem might have resulted in "inflated" internet usage...

I've Been Here Awhile
Posts: 3

Re: Intermittent disconnects

This has been happening in our neighborhood for years. Most people have stopped complaining because it's such a hassle to call in and wait through the authentication process, automated menu, too-loud musical hold, etc. The local techs who've investigated and changed modems, connectors, lines, community boxes, etc., have been great, but haven't been able to fix the problem. I believe the issue is NOT local, but further up the chain of head-ends and feeds. This affects TV, home phone and Ignite Internet. It is particularly bad for YouTube, which drops out to the main screen. TV just freezes, loses audio or drops pixels for anywhere from 1 second to 30 seconds. Home phone drops calls in progress. We pay over $200 a month for our services ($2,500 a year plus) and are constantly embarrassed when guest are over and ask, "What happened?" when a music video fails on Qello, YouTube or a program freezes on Netflix. I just tell them we're on Rogers, and that the service is intermittent and has been for years. One tech person told me, "Hey...we're not perfect!"

I've Been Around
Posts: 1

Re: Intermittent disconnects

How to update CGN3

 

I have been getting a lot of disconnets for the past few months, and I been reading on the forums for awhile that a firmware update could fix my issus. 

 

At random about once or twice a day, my internet would complately shut off, but the lights on the modem remain on, the House with the up and down, are solid blue, the @ remain solid green, everything else is still lit, as soon I call support which takes like 5 - 10 mins to get hold of someone on the line, my internet goes back on, then they tell me nothing wrong, and all they can do is recommend me a new box, or send someone out, which I already had a lot of tech support came over for this issue in the past, I'm thinking it's has to be the firmware, because if tech can't find the issue when they come over, then I don't know what to do, the box has been replace in the past about 2-3 times already.

 

How do I check my firmware?

SW version 4.2.4.7 <--- Is this it?

 

 

I've Been Here Awhile
Posts: 2

Re: Intermittent disconnects

I'm getting intermitent discnnects on my Rogers Ignite 100 Mbps. I was with ebox( rogers resllers ) and started getting the DHCP errors, T3 errors and T4 errors. They were no help  in resolving the issue so i moved back to Rogers . But i still get the same errors in my modem log . I read up the community forums for similar issues and it seems like its issue on the backend rogers and nothing to do with the modem. 

i'm running the modem in bridge mode.

 

here is sample from today

 

No. Time type Priority Event
1 12/30/16 12:41:12 73040100 notice TLV-11 - unrecognized OID;CM-MAC=<MAC ID>;CMTS-MAC=00:17:10:90:dd:95;CM-QOS=1.1;CM-VER=3.0;
2 12/30/16 14:18:17 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=<MAC ID>;CMTS-MAC=00:17:10:90:dd:95;CM-QOS=1.1;CM-VER=3.0;
3 12/30/16 14:18:17 82000300 critical Ranging Request Retries exhausted;CM-MAC=<MAC ID>;CMTS-MAC=00:17:10:90:dd:95;CM-QOS=1.1;CM-VER=3.0;
4 12/30/16 14:18:17 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=<MAC ID>;CMTS-MAC=00:17:10:90:dd:95;CM-QOS=1.1;CM-VER=3.0;
5 12/30/16 14:18:20 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=<MAC ID>;CMTS-MAC=00:17:10:90:dd:95;CM-QOS=1.1;CM-VER=3.0;
6 12/30/16 14:18:21 82000300 critical Ranging Request Retries exhausted;CM-MAC=<MAC ID>;CMTS-MAC=00:17:10:90:dd:95;CM-QOS=1.1;CM-VER=3.0;
7 12/30/16 14:18:21 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=<MAC ID>;CMTS-MAC=00:17:10:90:dd:95;CM-QOS=1.1;CM-VER=3.0;
8 12/30/16 14:18:24 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=<MAC ID>;CMTS-MAC=00:17:10:90:dd:95;CM-QOS=1.1;CM-VER=3.0;
9 12/30/16 14:18:24 82000300 critical Ranging Request Retries exhausted;CM-MAC=<MAC ID>;CMTS-MAC=00:17:10:90:dd:95;CM-QOS=1.1;CM-VER=3.0;
10 12/30/16 14:18:24 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=<MAC ID>;CMTS-MAC=00:17:10:90:dd:95;CM-QOS=1.1;CM-VER=3.0;
11 12/30/16 14:19:41 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=<MAC ID>;CMTS-MAC=00:17:10:90:dd:95;CM-QOS=1.1;CM-VER=3.0;
12 12/30/16 14:19:52 68000401 warning ToD request sent - No Response received;CM-MAC=<MAC ID>;CMTS-MAC=00:17:10:90:dd:95;CM-QOS=1.1;CM-VER=3.0;
13 12/30/16 14:20:30 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=<MAC ID>;CMTS-MAC=00:17:10:90:dd:95;CM-QOS=1.1;CM-VER=3.0;
14 12/30/16 14:20:32 73040100 notice TLV-11 - unrecognized OID;CM-MAC=<MAC ID>;CMTS-MAC=00:17:10:90:dd:95;CM-QOS=1.1;CM-VER=3.0;
15 12/30/16 14:20:40 73050200 notice Received REG-RSP while in REG-HOLD1 state;CM-MAC=<MAC ID>;CMTS-MAC=00:17:10:90:dd:95;CM-QOS=1.1;CM-VER=3.0;
16 12/30/16 14:25:19 82000400 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=<MAC ID>;CMTS-MAC=00:17:10:90:dd:95;CM-QOS=1.1;CM-VER=3.0;
17 12/30/16 14:27:54 68000100 critical DHCP FAILED - Discover sent, no offer received;CM-MAC=<MAC ID>;CMTS-MAC=00:17:10:90:dd:95;CM-QOS=1.1;CM-VER=3.0;
18 12/30/16 14:28:41 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=<MAC ID>;CMTS-MAC=00:17:10:90:dd:95;CM-QOS=1.1;CM-VER=3.0;
19 12/30/16 14:28:43 73040100 notice TLV-11 - unrecognized OID;CM-MAC=<MAC ID>;CMTS-MAC=00:17:10:90:dd:95;CM-QOS=1.1;CM-VER=3.0;
20 12/30/16 15:34:26 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=<MAC ID>;CMTS-MAC=00:17:10:90:dd:95;CM-QOS=1.1;CM-VER=3.0;

 

 

modem info

Hardware Version 2A
Software Version 4.5.8.22
Gateway Serial Number 251161016621
   
System Time Fri, 30 Dec 2016 17:01:40
LAN Up Time

000 days 04h:22m:07s

 

also adding signal stregth captured on 2 dfferent days..

 

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 615000000 256QAM 1.100 35 40.366
2 363000000 256QAM 1.900 10 38.983
3 369000000 256QAM -0.400 11 40.366
4 375000000 256QAM 0.900 12 38.983
5 381000000 256QAM 1.800 13 40.366
6 387000000 256QAM 0.100 14 40.366
7 393000000 256QAM -0.100 15 40.946
8 399000000 256QAM 1.900 16 38.983
9 405000000 256QAM 1.400 17 38.605
10 411000000 256QAM 0.200 18 40.366
11 417000000 256QAM 2.000 19 40.366
12 423000000 256QAM 1.800 20 40.366
13 429000000 256QAM 0.600 21 38.983
14 435000000 256QAM 0.500 22 38.605
15 441000000 256QAM 2.100 23 40.946
16 447000000 256QAM 0.700 24 38.983
17 555000000 256QAM 1.000 25 40.366
18 561000000 256QAM 2.200 26 38.983
19 567000000 256QAM 2.200 27 40.946
20 573000000 256QAM 1.100 28 40.366
21 603000000 256QAM 2.000 33 40.366
22 609000000 256QAM 3.100 34 40.366
23 357000000 256QAM 0.800 9 40.366
24 621000000 256QAM 1.100 36 40.946
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID BandWidth
1 23700000 ATDMA - 64QAM 41.000 2 6400000
2 38596000 ATDMA - 64QAM 47.750 3 3200000
3 30596000 ATDMA - 64QAM 41.250 1 6400000


Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 603000000 256QAM 2.000 33 40.366
2 363000000 256QAM 2.500 10 38.983
3 369000000 256QAM 0.300 11 40.366
4 375000000 256QAM 1.500 12 38.605
5 381000000 256QAM 2.300 13 40.366
6 387000000 256QAM 0.700 14 40.366
7 393000000 256QAM 0.400 15 40.366
8 399000000 256QAM 2.200 16 38.605
9 405000000 256QAM 1.800 17 38.983
10 411000000 256QAM 0.500 18 40.366
11 417000000 256QAM 2.300 19 40.366
12 423000000 256QAM 2.100 20 40.366
13 429000000 256QAM 0.900 21 38.983
14 435000000 256QAM 0.800 22 38.983
15 441000000 256QAM 2.400 23 40.366
16 447000000 256QAM 1.000 24 38.983
17 555000000 256QAM 1.000 25 40.366
18 561000000 256QAM 2.200 26 38.983
19 567000000 256QAM 2.300 27 40.366
20 573000000 256QAM 1.100 28 40.366
21 357000000 256QAM 1.500 9 40.366
22 609000000 256QAM 3.100 34 40.366
23 615000000 256QAM 1.100 35 40.366
24 621000000 256QAM 1.000 36 40.946
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID BandWidth
1 30596000 ATDMA - 64QAM 39.000 1 6400000
2 38596000 ATDMA - 64QAM 45.000 3 3200000
3 23700000 ATDMA - 64QAM 39.000 2 6400000

 

 

I also ran pingplotter to ping google.com and i get extremely high latency..  

 

I opened up a ticket to rogers . which was closed saying that area issue is resolved. i contacted rogers again, this time finaly they sent a tech. the tech came in , tightened some coax connections, checked signal and said everything was fine. i explained him the situtaion and he said if this issue occurs again, call him and he will ask his manager to engage maintainence, i havemt hrd back anything from him.  I already hvave had 2 optages since morning, one at 7 and another one at 9. contacted tech support and they said its an area outage and they are working on it( this was when my intenret was working) .

 

so i'm looking for sooe expertise on how to apporach this issue to get this resolved as its gets annoying fast that you loose internet for 5 minutes every few hours.

I've Been Here Awhile
Posts: 2

Re: Intermittent disconnects

rogers_google_pingplotter_30_dec.png

 

adding the image from pingplotter

I'm Here A Lot
Posts: 7

Re: Intermittent disconnects

My CGN3 modem keeps dropping connection. Happens on wireless and wired computers - across all devices in my house. The 2 house lights remain solid and the square with the dots in it is flashing.

 

It happens every 15 - 30 minutes. I don't need to reboot anything, just wait about 5 minutes and it will reconnect itself. 

 

I called Rogers and they said everything is ok on their end. Any suggestions?

 

Thanks,

Rogers Employee borford
Rogers Employee
Posts: 145

Re: Intermittent disconnects

Typically, if Rogers troubleshot your connection and could not find a fault, they may have advised to swap out your modem as a first step. That is if you have not swapped withing the last 30 days. You may also be entltled to an upgrade at no additional cost.

 

Brian

I'm Here A Lot
Posts: 7

Re: Intermittent disconnects

I did swap it and I had the same problem so I bought one. Still same problem.

Rogers Employee borford
Rogers Employee
Posts: 145

Re: Intermittent disconnects

Then you will need to call back so that a ticket can be submitted on your behalf.

 

Brian

I'm Here A Lot
Posts: 7

Re: Intermittent disconnects

Thank you. Appreciate your advice.

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