Internet Keeps Cutting Out

Need Help?

That's what we're here for! The goal of the Rogers Community is to help you find answers on everything Rogers. Can't find what you're looking for? Just ask!
Showing results for 
Search instead for 
Did you mean: 
I Plan to Stick Around
Posts: 39

Re: Internet Keeps Cutting Out

I am still getting intermittent disconnections  on my CGNM-3552. Router is having a hard time reestablishing and it lasted about 2-3 hours before it get online. I am having disconnection issues almost everyday since I got Rogers last week. The last technician added a Moca filter on my router since I have wholepvr enabled.  I also get some CRITICAL No Ranging Response received - T3 time-outUnicast Maintenance Ranging attempted - No response - Retries exhausted logs and NOTICE TLV-11 - unrecognized OID logs on DOCSIS Events.


I hope someone could help me fix this disconnection issues. I have a tech scheduled to come in today to check it. Hopefully they could fix it.  

I'm a Reliable Contributor
Posts: 146

Re: Internet Keeps Cutting Out

@hptouchdroid13  Did the tech visit yesterday help?  Did they remove the MoCa filter from the router and add it to the TV splitter?  Did they replace any splitters or cables or ground connections?

I had disconnects in September & October.  Had multiple tech visits to try to fix.  All of my disconnects were related to Upstream signal levels.


From your post on Page 9;

Upstream Overview

Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandWidth
123700000ATDMA - 64QAM44.50056400000
238596000ATDMA - 64QAM46.50063200000
330596000ATDMA - 64QAM44.50046400000


What happens to that Signal strength over the course of a day?  What does it show when it disconnects? (I suspect you'll see >51dBmV and a loss of one of those channels at least, but that's a working theory).

I Plan to Stick Around
Posts: 39

Re: Internet Keeps Cutting Out

@Double_K Tech came in yesterday. I was told that the building's wiring is bad and old; he didn't even manage to check anything and just left.  I am getting a good 500-850Mbs down and 50Mbs up. It is just intermittent disconnections. Already had 3 tech visits in total because of the issue and 2 of them gave the wiring excuse and didn't even bother checking anything. I am getting the impression "oh your building's wiring is bad and I can't do anything about it" and left me hanging. I just had a disconnection issue again and contacted support and he scheduled a senoir tech to come in on Sunday. Hopefully senoir tech is much more capable handling this kind of issues.


For the MoCa filter on the router, I just took it out and the router suddenly went online. I don't know where to put it now. Here is the diagram of my setups. The 2nd technician switched the first splitter from a  tap splitter to a 2-way splitter and added a MoCa filter to the router.



Before changing the tap splitter and adding MoCa filter:

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandWidth
123700000ATDMA - 64QAM44.50056400000
238596000ATDMA - 64QAM46.50063200000
330596000ATDMA - 64QAM44.50046400000



After the 2nd technician replace the tap splitter with a 2-way splitter and adding MoCa on the router:


Downstream Overview

Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)

1 591000000 256QAM -3.800 31 37.636

2 363000000 256QAM -4.400 10 36.387

3 369000000 256QAM -4.400 11 36.610

4 375000000 256QAM -4.700 12 36.387

5 381000000 256QAM -4.100 13 36.610

6 387000000 256QAM -4.700 14 36.610

7 393000000 256QAM -4.700 15 36.610

8 399000000 256QAM -4.700 16 36.610

9 405000000 256QAM -4.900 17 37.356

10 411000000 256QAM -4.800 18 36.610

11 417000000 256QAM -4.900 19 36.610

12 423000000 256QAM -4.800 20 37.356

13 429000000 256QAM -4.700 21 37.356

14 435000000 256QAM -5.100 22 37.356

15 441000000 256QAM -4.800 23 37.356

16 447000000 256QAM -5.000 24 37.356

17 555000000 256QAM -4.300 25 37.636

18 561000000 256QAM -4.400 26 37.356

19 567000000 256QAM -4.600 27 37.356

20 573000000 256QAM -4.700 28 37.356

21 579000000 256QAM -4.500 29 37.356

22 585000000 256QAM -4.300 30 37.636

23 357000000 256QAM -4.500 9 36.387

24 597000000 256QAM -3.800 32 37.636

25 603000000 256QAM -3.600 33 38.200

26 609000000 256QAM -3.300 34 38.200

27 615000000 256QAM -4.000 35 37.900

28 621000000 256QAM -4.300 36 37.900

29 633000000 256QAM -4.800 37 36.900

30 639000000 256QAM -4.700 38 37.300

31 645000000 256QAM -5.200 39 36.900

32 651000000 256QAM -5.100 40 36.900

Upstream Overview

Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID BandWidth

1 30596000 ATDMA - 64QAM 47.500 4 6400000

2 38596000 ATDMA - 64QAM 49.000 6 3200000

3 23700000 ATDMA - 64QAM 47.000 5 6400000


without MoCa on the router:


Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandWidth
130596000ATDMA - 64QAM45.75046400000
238596000ATDMA - 64QAM45.75063200000
323700000ATDMA - 64QAM45.75056400000


 I am thinking of switching my 3552 to the 4528 and hoping it will be more stable.

Resident Expert
Resident Expert
Posts: 14,074

Re: Internet Keeps Cutting Out

One question on your setup... which you may have to ask a TECH about..

That setup, GENERALLY should be ok.. bar one thing. 
The MOCA filter is designed to segregate the devices connected, into their own little network.
The one on the modem side, would then segregate it from the STBs.
BUT.. leaves them then open to the rest of the building and anyone else connected on rogers potentially?
Only thing would be, if there is another one say on the other end, where the connection comes to the building and then splits out to all apartments.
Then that setup should be fine.

Otherwise.. if there is NOT one in the building down there..

I would go two way splitter, one to the modem, one to the other spliter, to the other two boxes.

I'm a Reliable Contributor
Posts: 146

Re: Internet Keeps Cutting Out

@hptouchdroid13 it very well could be the building wiring.  However, having a MoCa filter on a router does not make sense.  Your wiring.PNG picture isn't showing up for me, but it'd be good to see.


Hopefully, it looks like this;

2016-12-15 (2).png


I'm a Reliable Contributor
Posts: 146

Re: Internet Keeps Cutting Out

@hptouchdroid13 I can see your picture now.

Does your whole home PVR work?  The way that is cabled, the whole building is sharing 1 MoCA network (unless there's another MoCa filter in the basement for your unit).  Can you see the recordings on your neighbours PVRs?

The other issue is that your modem is having to go through 3 signal attenuators before hitting the wall (2 splitters + MoCa filter).  This could be the cause of your disconnects (again theory, not proven) - your modem is working extra hard to amplify the signal upstream (which should be correlated by increased signal levels on your upstream channels just before it disconnects, or while disconnected).


If the building is wired correctly, where each unit is it's own MoCa network (and assuming no other MoCa filters from your unit to the Rogers POP), your cabling should look like this;

2016-12-15 (3).png


This would result in only one "hop" for your modem to get through to go into the wall, and then the question is, what is on the other side of the wall into the basement.  When the tech is there on Sunday, have him trace the line with you and see if there's any other splitters/filters/attenuators from your wall to the basement, and then to Rogers' POP room.

I Plan to Stick Around
Posts: 103

Re: Internet Keeps Cutting Out

@Double_Klooking at your photo I would make one change to possibly future proof for MoCA transmission between the Modem and Cable boxes and place the MoCA filter on the connection coming in from the outside before the first splitter so that the entire wiring for the house would be a MoCA broadcast domain (Not sure if its the right term but going with it 🙂 ).

I'm a Reliable Contributor
Posts: 146

Re: Internet Keeps Cutting Out

@Hybrid_Noodle Yes, agreed that would make sense for the future if the modem needs to be part of the MoCa home network.  I only suggest this solution for today's environment where the objective is to reduce the qty. of attenuators in front of the modem to improve modem<->CMTS negotiation while keeping signal levels near optimum dBmV.


I Plan to Stick Around
Posts: 39

Re: Internet Keeps Cutting Out

@Gdkitty  I have no idea if the other end is terminated with a MoCa too. But it looks like it is terminated since I can't see the other units' recordings. I hope the senior tech could trace the problem on Sunday.

I Plan to Stick Around
Posts: 39

Re: Internet Keeps Cutting Out

@Double_KIt looks like it is terminated on the other end since i can't see the other apartments' recordings. Yes your diagram makes sense and might be a possible solution to the problem. But another problem is the tech they send, 2 of the 3 technicians say the wiring excuse and do nothing and left. The speed I am getting on the line is really good and I think it is just a intermittent somewhere in the line. I will let the senior tech trace the line on Sunday.


Anyone any input about the 4528? should I make a switch and see if it helps?