Intermittent disconnects

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Resident Expert
Resident Expert
Posts: 1,058

Re: Intermittent disconnects

@roxyroller11

can you login to the modem and under the DOCSIS WAN Page, can you post the signal levels.

 



I'm Here A Lot
Posts: 7

Re: Intermittent disconnects

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1645000000256QAM-2.1001540.366
2561000000256QAM-2.100240.366
3567000000256QAM-2.300340.366
4573000000256QAM-2.600440.366
5579000000256QAM-2.600540.366
6585000000256QAM-2.400638.983
7591000000256QAM-3.000738.983
8597000000256QAM-2.700840.366
9603000000256QAM-1.700940.366
10609000000256QAM-1.7001040.366
11615000000256QAM-1.1001140.946
12621000000256QAM-1.4001240.366
13633000000256QAM-2.4001338.983
14639000000256QAM-2.5001438.983
15555000000256QAM-1.900138.983
16651000000256QAM-1.1001638.605
17657000000256QAM-0.8001740.366
18663000000256QAM-1.4001840.366
19669000000256QAM-1.0001938.983
20675000000256QAM-1.1002040.366
21681000000256QAM-1.7002138.983
22687000000256QAM-1.0002238.605
23693000000256QAM-0.6002338.983
24699000000256QAM-1.2002438.605
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
130596000ATDMA - 64QAM42.50016400000
238596000ATDMA - 64QAM43.75033200000
323700000ATDMA - 64QAM42.75026400000

gp-se wrote:

@roxyroller11

can you login to the modem and under the DOCSIS WAN Page, can you post the signal levels.

 


 

Resident Expert
Resident Expert
Posts: 5,808

Re: Intermittent disconnects

I'm assuming that you have one of the CGN3xxx models of modem.  That can be found on the product sticker at the back of the modem.  Your signal levels look fine and I wouldn't expect any issues from what they show.  The next time that you experience a dropout, call tech support and ask the CSR to run a signal check on the modem.  Don't do anything to the modem.  Leave it in its disabled condition.  Advise the CSR that you are experiencing dropouts and see if he or she is able to query the modem.  Hopefully the modem will stay in its disabled condition long enough for you to get in touch with tech support. 

 

Can you let us know;

 

1.  What model of Hitron modem you have as seen by the product sticker at the back of the modem; and

2.  What firmware version you have as seen on the STATUS page which is displayed when you log into the modem.  The STATUS page shows the Software Version (firmware);  and

3.  When you swapped the modem, did you also swap the power adapter; and

4.  Is the modem sitting upright in a well ventilated space?  It can overheat if it sits horizontally instead of vertically.

 

You indicated that "I did swap it and I had the same problem so I bought one. Still same problem. "  Does that imply that you bought a used CGN3 and registered it under your account?  Just trying to understand what you're indicating here.

 


I'm Here A Lot
Posts: 7

Re: Intermittent disconnects

Hi, I THINK I may have resolved most of the problem. I changed the coax from the modem to the wall and it seems to have helped. I did that last night and have had only 3 disconnections since then. Much better than before but still seems to be an issue.

 

I already did as you requested. I called them when it was offline and had them test it. They found nothing wrong and said all packets were sent/received. It may have been just coming back online at that point though, I'm not sure.

 

I am using the CGN3.  I bought it from someone at work (I work at Rogers) and it was fairly new. When I swapped the original modem I swapped everything, including the adapter. I still had an issue (although at that point it wasn't every 10 minutes, more like the same issue I have now, which was several times a day). So I got this new modem.

 

The modem is sitting upright, about 4 feet away from the router. No other electronic devices are in the same room. I forgot to look at the firmware before I left home however this modem is due for a firmware upgrade tonight so maybe that will fix the issue. I will report back once it is updated.

 

Thanks for your help.

 

Resident Expert
Resident Expert
Posts: 1,058

Re: Intermittent disconnects

@roxyroller11 so after changing the coax cable it helped the issue. For troubleshooting purposes can you try moving the modem to another outlet and see if that changes anything. You don't have to do it right away, just if you keep getting disconnects. It could be a cabling issue with your home.

 



I'm Here A Lot
Posts: 7

Re: Intermittent disconnects

I just got rogers 250u internet a couple of days ago and I am constintly getting disconnected thoughout the house.

 

Here is a snapshot of the upstream and downstream.

My understanding from other post is that the (dBmV) signal is weak, am I right. Please tell me what to do as tech support is clueless

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Signal noise ratio (dB)Channel ID
1591000000256QAM-3.80038.98331
2363000000256QAM-1.20038.98310
3369000000256QAM-1.10038.98311
4375000000256QAM-1.30038.60512
5381000000256QAM-1.50038.60513
6387000000256QAM-1.50038.98314
7393000000256QAM-1.30038.98315
8399000000256QAM-1.90038.98316
9405000000256QAM-1.80038.98317
10411000000256QAM-1.20038.60518
11417000000256QAM-1.00040.36619
12423000000256QAM-1.00038.98320
13429000000256QAM-1.40040.36621
14435000000256QAM-1.40038.60522
15441000000256QAM-1.40040.36623
16447000000256QAM-2.00038.98324
17555000000256QAM-2.60040.36625
18561000000256QAM-3.10038.98326
19567000000256QAM-3.20038.98327
20573000000256QAM-3.30038.98328
21579000000256QAM-3.60038.98329
22585000000256QAM-3.80038.98330
23357000000256QAM-1.50038.9839
24597000000256QAM-3.70038.98332
Upstream Overview
Port IDFrequency (MHz)BandWidthModulation TypeSignal Strength (dBmV)Channel ID
1385960003200000ATDMA40.2503
2305960006400000ATDMA38.7501
3237000006400000ATDMA39.7502
Resident Expert
Resident Expert
Posts: 1,058

Re: Intermittent disconnects

@Rayzor65

Your signal levels are great, nothing to worry about with the signal levels. Now when you say constant disconnects, is this using a Wired device to the modem, or wireless devices?

 

Signal level spec is -10 to +10, 0 is optimal.

 



I'm Here A Lot
Posts: 7

Re: Intermittent disconnects


Flashercat wrote:

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?

 

 


 Latest firmware is 4.5.8.27 - rolled out last night and tonight. It will automatically update.

I'm Here A Lot
Posts: 7

Re: Intermittent disconnects

Thank you for the update. Why did they not tell me that yesterday when I talked to them. I will let you know if they actully update the firmware or not and see if that solves the problem.

I Plan to Stick Around
Posts: 12

Re: Intermittent disconnects

About a month ago my Rogers Internet was out for a whole weekend (apparently a network problem in the area). After if came back up I have been having problems with my CGN3 router where the WIFI still works but the LAN (wired) connection shuts down so I lose both internet and wired home network. Only way to restore it is to unplug the router and re-start it. Had Rogers techs out twice with them replacing the modem and checking all wiring. The problem still occurs. 

 

A sample log from my Docsis Event

 

02/13/17 00:39:48 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-CMTS-MAC=00:17:10:90:dd:b0;CM-QOS=1.1;CM-VER=3.0;
6 02/13/17 09:58:38 82000200 critical No Ranging Response received - T3 time-out;CM-CMTS-MAC=00:17:10:90:dd:b0;CM-QOS=1.1;CM-VER=3.0;
7 02/13/17 11:30:50 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-CMTS-MAC=00:17:10:90:dd:b0;CM-QOS=1.1;CM-VER=3.0;
8 02/13/17 12:20:27 82000200 critical No Ranging Response received - T3 time-out;CM-CMTS-MAC=00:17:10:90:dd:b0;CM-QOS=1.1;CM-VER=3.0;
9 02/13/17 13:17:51 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-CMTS-MAC=00:17:10:90:dd:b0;CM-QOS=1.1;CM-VER=3.0;
10 02/13/17 21:33:20 82000200 critical No Ranging Response received - T3 time-out;CM-CMTS-MAC=00:17:10:90:dd:b0;CM-QOS=1.1;CM-VER=3.0;
11 02/13/17 22:05:39 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-CMTS-MAC=00:17:10:90:dd:b0;CM-QOS=1.1;CM-VER=3.0;
12 02/13/17 22:06:02 84000700 warning RCS Partial Service;CM-CMTS-MAC=00:17:10:90:dd:b0;CM-QOS=1.1;CM-VER=3.0;

 

 

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