Intermittent disconnects

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Resident Expert
Resident Expert
Posts: 1,058

Re: Intermittent disconnects

@ATP13 Which CGN3 are you running? On the back of the modem it will show the full name. Also can you post the Signal Levels from the DOCSIS WAN page, and post what firmware version you are running. What devices are connected to the LAN ports, and when the LAN ports go down so does WiFi? if so do the WiFi lights on the front of the modem turn off?

 



I'm Here A Lot
Posts: 7

Re: Intermittent disconnects

I have looked on the back of the modem and all I see is CGN3 and nothing else. No devices connect to lan ports as we are all wireless. Not everyone goes down at the same time and the modem never goes off, just the devices disconnecting all the time. The firmware version is 4.2.4.7. Here are the signal levels from the DOCSIS WAN page

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Signal noise ratio (dB)Channel ID
1591000000256QAM-3.30038.98331
2363000000256QAM-0.90038.98310
3369000000256QAM-0.90038.98311
4375000000256QAM-1.10038.98312
5381000000256QAM-1.20038.60513
6387000000256QAM-1.10038.98314
7393000000256QAM-0.70040.36615
8399000000256QAM-1.10038.98316
9405000000256QAM-1.10038.98317
10411000000256QAM-0.70040.36618
11417000000256QAM-0.60038.98319
12423000000256QAM-0.80038.60520
13429000000256QAM-1.00040.36621
14435000000256QAM-1.00038.98322
15441000000256QAM-0.90040.36623
16447000000256QAM-1.60038.98324
17555000000256QAM-2.10040.36625
18561000000256QAM-2.60038.98326
19567000000256QAM-2.70038.98327
20573000000256QAM-2.90038.98328
21579000000256QAM-3.10038.98329
22585000000256QAM-3.20038.98330
23357000000256QAM-1.30038.6059
24597000000256QAM-3.20038.98332
Upstream Overview
Port IDFrequency (MHz)BandWidthModulation TypeSignal Strength (dBmV)Channel ID
1385960003200000ATDMA42.0003
2305960006400000ATDMA40.5001
3237000006400000ATDMA40.7502
Resident Expert
Resident Expert
Posts: 1,058

Re: Intermittent disconnects

@Rayzor65 The Signal levels looks great, no issues there. Next time when all the WiFi devices go offline can you try connecting a device to the LAN ports and see if it still works. I'm curious if the modem drops the connection to LAN also, or if this is strictly a WiFi issue. Also does the modem have 2.4Ghz and 5Ghz WiFi? if so do both bands drop?

 



I'm Here A Lot
Posts: 7

Re: Intermittent disconnects


gp-se wrote:

@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 still having the same problem, even after the firmware upgrade. I give up. I guess I'll just live with it. Might get a long ethernet cable and try to move it. My security cameras are connected to a router that can't be moved and the closest cable connection is in another room Smiley Happy

I've Been Here Awhile
Posts: 3

Re: Intermittent disconnects

Hello

 

I am currently on my friends network and he is and I are expreincing frequent disconnects with World of Warcraft.  Its been happening for over 6 months and he's been patient enough to deal with it.  I have submitted a ticket with Blizzard and they said that it relates to my ISP.  So since your the ISP provider can you investigate the issue relating to IP 66.185.91.242 ???  It seems the packets stop once the servers reach to this IP address. 

 

Thank you.

 

TRACEROUTE:
traceroute to 173.33.200.20 (173.33.200.20), 15 hops max, 60 byte packets
 1  24.105.30.3 (24.105.30.3)  0.945 ms  0.907 ms  1.674 ms
 2  * * *
 3  37.244.0.100 (37.244.0.100)  1.306 ms  1.364 ms  1.428 ms
 4  24.105.31.53 (24.105.31.53)  48.589 ms  48.647 ms  48.704 ms
 5  37.244.1.32 (37.244.1.32)  48.506 ms  48.562 ms  48.620 ms
 6  igw01.chcrmk.phub.net.cable.rogers.com (206.223.119.105)  48.132 ms  48.182 ms  48.160 ms
 7  209.148.230.137 (209.148.230.137)  64.210 ms  64.247 ms  64.245 ms
 8  209.148.230.229 (209.148.230.229)  72.581 ms  75.074 ms  74.716 ms
 9  69.63.249.110 (69.63.249.110)  72.967 ms  73.000 ms  72.954 ms
10  66.185.91.242 (66.185.91.242)  70.641 ms  70.754 ms  70.413 ms
11  * * *
12  * * *
13  * * *
14  * * *
15  * * *


12/03/2017 22:47:17 UTC
--------------------

TRACEROUTE:
traceroute to 173.33.200.20 (173.33.200.20), 15 hops max, 60 byte packets
 1  24.105.30.3 (24.105.30.3)  0.681 ms  0.684 ms  0.981 ms
 2  * * *
 3  37.244.0.100 (37.244.0.100)  1.227 ms  1.284 ms  1.343 ms
 4  24.105.31.53 (24.105.31.53)  48.549 ms  48.609 ms  48.658 ms
 5  37.244.1.32 (37.244.1.32)  48.496 ms  48.565 ms  48.623 ms
 6  igw01.chcrmk.phub.net.cable.rogers.com (206.223.119.105)  48.204 ms  48.184 ms  48.198 ms
 7  209.148.230.137 (209.148.230.137)  60.985 ms  60.997 ms  61.009 ms
 8  209.148.230.229 (209.148.230.229)  77.389 ms  71.281 ms  71.039 ms
 9  69.63.249.110 (69.63.249.110)  73.267 ms  73.277 ms  73.280 ms
10  66.185.91.242 (66.185.91.242)  70.874 ms  70.980 ms  70.135 ms
11  * * *
12  * * *
13  * * *
14  * * *
15  * * *


12/03/2017 22:47:17 UTC
--------------------

TRACEROUTE:
traceroute to 173.33.200.20 (173.33.200.20), 15 hops max, 60 byte packets
 1  Blizzard (Blizzard)  0.825 ms  0.834 ms  0.876 ms
 2  * * *
 3  37.244.1.100 (37.244.1.100)  2.292 ms  3.694 ms  3.712 ms
 4  37.244.1.32 (37.244.1.32)  1.958 ms  1.970 ms  2.042 ms
 5  * * *
 6  209.148.230.133 (209.148.230.133)  19.190 ms  17.531 ms  17.504 ms
 7  209.148.230.205 (209.148.230.205)  13.038 ms  12.796 ms  12.785 ms
 8  69.63.249.110 (69.63.249.110)  15.513 ms  15.267 ms  13.886 ms
 9  66.185.91.242 (66.185.91.242)  22.409 ms  14.090 ms  14.220 ms
10  * * *
11  * * *
12  * * *
13  * * *
14  * * *
15  * * *


12/03/2017 22:47:18 UTC
--------------------

PING:
PING 173.33.200.20 (173.33.200.20) 56(84) bytes of data.

--- 173.33.200.20 ping statistics ---
4 packets transmitted, 0 received, 100% packet loss, time 3006ms

 

12/03/2017 22:47:17 UTC
--------------------

PING:
PING 173.33.200.20 (173.33.200.20) 56(84) bytes of data.

--- 173.33.200.20 ping statistics ---
4 packets transmitted, 0 received, 100% packet loss, time 2998ms

 

12/03/2017 22:47:17 UTC
--------------------

TRACEROUTE:
traceroute to 173.33.200.20 (173.33.200.20), 15 hops max, 60 byte packets
 1  Blizzard (Blizzard)  0.964 ms  0.995 ms  1.022 ms
 2  * * *
 3  37.244.1.100 (37.244.1.100)  2.374 ms  2.405 ms  3.836 ms
 4  37.244.1.32 (37.244.1.32)  2.035 ms  2.089 ms  3.385 ms
 5  * * *
 6  209.148.230.133 (209.148.230.133)  18.443 ms  16.913 ms  16.903 ms
 7  209.148.230.205 (209.148.230.205)  16.416 ms  16.033 ms  15.990 ms
 8  69.63.249.110 (69.63.249.110)  14.381 ms  14.380 ms  17.357 ms
 9  66.185.91.242 (66.185.91.242)  13.437 ms  13.581 ms  13.693 ms
10  * * *
11  * * *
12  * * *
13  * * *
14  * * *
15  * * *


12/03/2017 22:47:19 UTC
--------------------

PING:
PING 173.33.200.20 (173.33.200.20) 56(84) bytes of data.

--- 173.33.200.20 ping statistics ---
4 packets transmitted, 0 received, 100% packet loss, time 4999ms

 

12/03/2017 22:47:18 UTC
--------------------

PING:
PING 173.33.200.20 (173.33.200.20) 56(84) bytes of data.

--- 173.33.200.20 ping statistics ---
4 packets transmitted, 0 received, 100% packet loss, time 4998ms

 

12/03/2017 22:47:19 UTC
--------------------

MTR:
HOST: Blizzard Loss%   Snt   Last   Avg  Best  Wrst StDev
  1. Blizzard              0.0%    10    0.5   0.5   0.4   0.6   0.1
  2. ???                        100.0    10    0.0   0.0   0.0   0.0   0.0
  3. 37.244.1.100                0.0%    10    2.5   2.5   2.4   2.7   0.1
  4. 37.244.1.32                 0.0%    10    2.4   2.1   1.9   2.4   0.1
  5. ???                        100.0    10    0.0   0.0   0.0   0.0   0.0
  6. 209.148.230.133             0.0%    10   18.9  15.4  12.2  19.0   2.5
  7. 209.148.230.205             0.0%    10   15.0  15.1  13.6  16.4   1.1
  8. 69.63.249.110               0.0%    10   14.1  15.4  14.1  17.0   1.2
  9. 66.185.91.242               0.0%    10   13.9  14.1  13.7  14.7   0.3
 10. ???                        100.0    10    0.0   0.0   0.0   0.0   0.0


12/03/2017 22:47:18 UTC
--------------------

MTR:
HOST: Blizzard Loss%   Snt   Last   Avg  Best  Wrst StDev
  1. Blizzard              0.0%    10    0.5   0.5   0.4   0.6   0.0
  2. ???                        100.0    10    0.0   0.0   0.0   0.0   0.0
  3. 37.244.1.100                0.0%    10    2.4   2.5   2.4   2.6   0.1
  4. 37.244.1.32                 0.0%    10    2.0   2.1   1.9   3.4   0.4
  5. ???                        100.0    10    0.0   0.0   0.0   0.0   0.0
  6. 209.148.230.133             0.0%    10   20.0  16.5  13.3  20.0   2.5
  7. 209.148.230.205             0.0%    10   14.7  14.4  13.1  15.9   1.2
  8. 69.63.249.110               0.0%    10   16.2  16.2  14.9  17.6   1.1
  9. ???                        100.0    10    0.0   0.0   0.0   0.0   0.0


12/03/2017 22:47:18 UTC
--------------------

MTR:
Start: Sun Mar 12 22:47:17 2017
HOST: Blizzard             Loss%   Snt   Last   Avg  Best  Wrst StDev
  1.|-- 24.105.30.3                             0.0%    10    0.6   0.5   0.4   0.8   0.0
  2.|-- ???                                    100.0    10    0.0   0.0   0.0   0.0   0.0
  3.|-- 37.244.0.100                            0.0%    10    1.2   1.3   1.1   1.9   0.0
  4.|-- 24.105.31.53                            0.0%    10   48.4  48.5  48.4  48.6   0.0
  5.|-- 37.244.1.32                             0.0%    10   48.5  48.6  48.4  49.6   0.3
  6.|-- igw01.chcrmk.phub.net.cable.rogers.com  0.0%    10   48.2  48.2  48.2  48.2   0.0
  7.|-- 209.148.230.137                         0.0%    10   61.0  62.6  59.8  66.4   1.9
  8.|-- 209.148.230.229                         0.0%    10   74.8  74.6  70.8  77.6   2.1
  9.|-- 69.63.249.110                           0.0%    10   70.2  71.5  70.2  73.1   0.9
 10.|-- ???                                    100.0    10    0.0   0.0   0.0   0.0   0.0


12/03/2017 22:47:17 UTC
--------------------

MTR:
Start: Sun Mar 12 22:47:17 2017
HOST: Blizzard             Loss%   Snt   Last   Avg  Best  Wrst StDev
  1.|-- 24.105.30.3                             0.0%    10    0.6   0.7   0.5   0.9   0.0
  2.|-- ???                                    100.0    10    0.0   0.0   0.0   0.0   0.0
  3.|-- 37.244.0.100                            0.0%    10    1.3   1.4   1.2   1.7   0.0
  4.|-- 24.105.31.53                            0.0%    10   48.5  48.7  48.5  50.0   0.3
  5.|-- 37.244.1.32                             0.0%    10   51.6  49.9  48.5  52.7   1.3
  6.|-- igw01.chcrmk.phub.net.cable.rogers.com  0.0%    10   48.2  48.2  48.2  48.5   0.0
  7.|-- 209.148.230.137                         0.0%    10   59.6  62.8  59.0  66.2   2.6
  8.|-- 209.148.230.229                         0.0%    10   77.7  73.8  70.3  77.7   2.5
  9.|-- 69.63.249.110                           0.0%    10   73.3  72.1  70.0  73.7   1.1
 10.|-- 66.185.91.242                           0.0%    10   70.2  74.6  70.0 111.5  12.9
 11.|-- ???                                    100.0    10    0.0   0.0   0.0   0.0   0.0


12/03/2017 22:47:17 UTC
--------------------

 

I'm an Advisor
Posts: 747

Re: Intermittent disconnects

CGN3ACSMR: "No Ranging Response Received - T3 time-out" & Modem Reboots (Random Times)

 

Hello all,

I have been experiencing the "No Ranging Response received - T3 time-out" error message from March 11-today, at random times.  The frustrating part: after this message is logged, the modem immediately reboots.

 

I logged a help ticket with Rogers on the 22nd, but did not hear back from anyone.  I called in today, and got an agent who forgot her password (seriously?) and is trying to get a supervisor for me...I have been on hold for 23 minutes (and counting).

 

Has anyone seen this issue before? Any advice on how to resolve this problem?


EDIT - some notes on the installation:

- Modem power is connected directly to a wall outlet.  Tried a different outlet on the opposite wall (to rule out power fluctuations / bad outlet).

 

 - Tried replacing coax cable from wall to modem with known good spare cable (provided by Rogers tech during a previous visit).  No change.

 

Thanks in advance, all! Smiley Happy

 

Here are my downstream/upstream numbers:

 

CGN3ACSMR Router - Hitron Technologies

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 609000000 256QAM 1.700 10 38.983
2 561000000 256QAM 0.900 2 38.605
3 567000000 256QAM 0.900 3 38.605
4 573000000 256QAM 1.300 4 40.366
5 579000000 256QAM 1.400 5 40.946
6 585000000 256QAM 1.700 6 40.366
7 591000000 256QAM 1.700 7 40.946
8 597000000 256QAM 2.000 8 40.946
9 603000000 256QAM 1.800 9 40.366
10 555000000 256QAM 1.100 1 38.983
11 615000000 256QAM 1.300 11 38.605
12 675000000 256QAM -0.800 20 38.258
13 681000000 256QAM -0.700 21 37.636
14 687000000 256QAM -0.700 22 37.356
15 693000000 256QAM -0.700 23 37.636
16 699000000 256QAM -0.600 24 38.983
17 705000000 256QAM -0.500 25 38.983
18 711000000 256QAM -0.800 26 40.366
19 717000000 256QAM -1.100 27 40.366
20 723000000 256QAM -0.900 28 40.366
21 825000000 256QAM -1.200 29 35.780
22 831000000 256QAM -1.300 30 36.387
23 837000000 256QAM -1.300 31 36.610
24 843000000 256QAM -1.400 32 38.605
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 10000121 ATDMA - 64QAM 53.250 --- 6400000
2 23700000 ATDMA - 64QAM 46.500 5 6400000
3 10000121 ATDMA - 64QAM 50.500 --- 6400000


I'm an Advisor
Posts: 747

Re: Intermittent disconnects

Hello all,

UPDATE: I upgraded to the CODA-4582 gateway on Friday, and have not seen this error message since.  The modem has also not rebooted by itself.



Resident Expert
Resident Expert
Posts: 5,813

Re: Intermittent disconnects

Looking at your previous upstream signal levels, it looks like there is some issue with the cabling or connectors.  The saving grace at the moment is that the 4582 operates with lower upstream levels.  Switching back to another modem model would return you to that previous situation.  Can you post the present levels just to see where they are?  



I'm an Advisor
Posts: 747

Re: Intermittent disconnects

Hello @Datalink,

Thanks for the reply - I had an internet tech out on Friday who did some re-cabling, here are the new downstream/upstream numbers:

 

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 645000000 256QAM 5.800 15 40.366
2 561000000 256QAM 4.900 2 38.605
3 567000000 256QAM 5.100 3 38.605
4 573000000 256QAM 5.600 4 38.605
5 579000000 256QAM 5.600 5 40.946
6 585000000 256QAM 5.600 6 40.946
7 591000000 256QAM 5.600 7 40.946
8 597000000 256QAM 5.500 8 40.946
9 603000000 256QAM 5.700 9 40.366
10 609000000 256QAM 5.600 10 38.983
11 615000000 256QAM 5.800 11 38.605
12 621000000 256QAM 6.000 12 38.605
13 633000000 256QAM 6.100 13 38.983
14 639000000 256QAM 6.000 14 40.946
15 555000000 256QAM 4.700 1 38.983
16 651000000 256QAM 5.600 16 40.946
17 657000000 256QAM 5.100 17 40.946
18 663000000 256QAM 4.900 18 40.366
19 669000000 256QAM 4.500 19 38.983
20 675000000 256QAM 4.000 20 38.605
21 681000000 256QAM 3.600 21 37.636
22 687000000 256QAM 3.300 22 37.356
23 693000000 256QAM 3.200 23 37.636
24 699000000 256QAM 3.400 24 38.983
25 705000000 256QAM 3.700 25 38.983
26 711000000 256QAM 3.200 26 40.946
27 717000000 256QAM 2.800 27 40.946
28 723000000 256QAM 2.700 28 40.946
29 825000000 256QAM 3.500 29 36.387
30 831000000 256QAM 3.400 30 36.387
31 837000000 256QAM 3.000 31 37.356
32 843000000 256QAM 2.700 32 38.605
OFDM Downstream Overview
Receiver FFT type Subcarr 0 Frequency(MHz) PLC locked NCP locked MDC1 locked PLC power(dBmv)
0 NA NA NO NO NO NA
1 4K 275600000 YES YES YES 1.599998
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 38595746 ATDMA - 64QAM 39.500 6 3200000
2 30596000 ATDMA - 64QAM 37.000 4 6400000
3 23700000 ATDMA - 64QAM 36.750 5 6400000
OFDM/OFDMA Overview
Channel Index State lin Digital Att Digital Att BW (sc's*fft) Report Power Report Power1_6 FFT Size
0 DISABLED 0.5000 0.0000 0.0000 -inf -1.0000 4K
1 DISABLED 0.5000 0.0000 0.0000 -inf -1.0000 4K


Resident Expert
Resident Expert
Posts: 5,813

Re: Intermittent disconnects

@robindp, your DOCSIS 3.0 Downstream levels are a little high, not by much.  Thats ok as they will drop over time, a very long time that is.  The upstream levels are ok.  Here's the downstream levels in a chart:

 

robindp signal levels.pngOne of the mods will have to approve the image before it can be observed by everyone else.