|Port ID||Frequency (MHz)||Modulation||Signal strength (dBmV)||Channel ID||Signal noise ratio (dB)|
|Port ID||Frequency (MHz)||Modulation||Signal strength (dBmV)||Channel ID||Bandwidth|
|1||30596000||ATDMA - 64QAM||42.500||1||6400000|
|2||38596000||ATDMA - 64QAM||43.750||3||3200000|
|3||23700000||ATDMA - 64QAM||42.750||2||6400000|
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.
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.
@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 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
|Port ID||Frequency (MHz)||Modulation||Signal strength (dBmV)||Signal noise ratio (dB)||Channel ID|
|Port ID||Frequency (MHz)||BandWidth||Modulation Type||Signal Strength (dBmV)||Channel ID|
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.
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 22.214.171.124 <--- Is this it?
Latest firmware is 126.96.36.199 - rolled out last night and tonight. It will automatically update.
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.
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;|
|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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