Internet Keeps Cutting Out

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I'm a Reliable Contributor
Posts: 146

Re: Internet Keeps Cutting Out

I would suggest keeping the current modem until the cabling issue is resolved.  Changing multiple variables during problem determination is risky - keeping the modem as a constant ensures focus on the wires & connectors.  

Ask the tech to show you the basement/POP room connection to your unit, along with the MoCa filter.   At a minimum, ask them to crimp you new connectors in case the current ends are getting "old".   (They may not be willing to run new wire, but they'll put on new crimps to see if it helps).

If nothing else, swap the MoCa filter & modem with your HD STB in your current config to reduce the connection by 1 splitter (and show us the new DOCSIS WAN page, as your downstream signal levels should increase by 3.5dB).  Then, if you still disconnect, try removing the MoCa filter (per @Hybrid_Noodle's suggestion to add your modem to your MoCa broadcast domain for your unit - assuming that there is a MoCa filter in the basement/POP room).

I Plan to Stick Around
Posts: 39

Re: Internet Keeps Cutting Out

@Double_K I will ask the senior tech on Sunday to atleast check and trace the line. The 2 technician that came in told me that the building has an old wiring that uses a cable thinner than RG6 and they don't have extra connectors for it.

 

I will try your setup and let you know. My only problem will be the first splitter is in the other room but I might just ran some Cat5e cable to my devices in the other room. I let you know and update the thread in a few.

 

Thanks for your input guys! 

I Plan to Stick Around
Posts: 39

Re: Internet Keeps Cutting Out

@Double_K I followed your setup and looks promising.

 

Here is before and after:

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
15.9E+08256QAM-4.13137.636
23.6E+08256QAM-4.91036.387
33.7E+08256QAM-4.51136.387
43.8E+08256QAM-4.51236.387
53.8E+08256QAM-4.31336.61
63.9E+08256QAM-4.41436.61
73.9E+08256QAM-4.61536.61
84E+08256QAM-4.71637.356
94.1E+08256QAM-4.61736.61
104.1E+08256QAM-5.21836.61
114.2E+08256QAM-5.11936.61
124.2E+08256QAM-4.92037.356
134.3E+08256QAM-5.32137.636
144.4E+08256QAM-5.22236.61
154.4E+08256QAM-5.12336.61
164.5E+08256QAM-5.22436.61
175.6E+08256QAM-3.72537.636
185.6E+08256QAM-4.12637.636
195.7E+08256QAM-4.12737.356
205.7E+08256QAM-4.42837.356
215.8E+08256QAM-4.22937.636
225.9E+08256QAM-4.23037.356
233.6E+08256QAM-4.6936.61
246E+08256QAM-3.93237.636
256E+08256QAM-3.83338.2
266.1E+08256QAM-3.63437.9
276.2E+08256QAM-3.73538.2
286.2E+08256QAM-4.13637.9
296.3E+08256QAM-43737.3
306.4E+08256QAM-4.33837.3
316.5E+08256QAM-4.63936.9
326.5E+08256QAM-4.74036.6
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandWidth
13.1E+07ATDMA - 64QAM4946400000
23.9E+07ATDMA - 64QAM50.2563200000
32.4E+07ATDMA - 64QAM4956400000

 

after I moved and followed your diagram:

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000256QAM1.9003138.605
2363000000256QAM0.9001036.610
3369000000256QAM0.9001136.610
4375000000256QAM0.7001236.387
5381000000256QAM1.2001336.610
6387000000256QAM0.7001436.610
7393000000256QAM0.7001536.610
8399000000256QAM0.7001637.356
9405000000256QAM0.7001737.356
10411000000256QAM0.5001836.610
11417000000256QAM0.7001937.356
12423000000256QAM0.7002037.356
13429000000256QAM0.8002137.356
14435000000256QAM0.5002237.636
15441000000256QAM0.6002337.356
16447000000256QAM0.5002437.356
17555000000256QAM1.5002537.636
18561000000256QAM1.3002637.636
19567000000256QAM1.3002737.356
20573000000256QAM1.2002837.356
21579000000256QAM1.3002937.636
22585000000256QAM1.6003037.636
23357000000256QAM0.900936.387
24597000000256QAM1.8003237.636
25603000000256QAM1.9003338.600
26609000000256QAM2.1003438.200
27615000000256QAM1.6003538.200
28621000000256QAM1.3003638.200
29633000000256QAM1.2003737.300
30639000000256QAM1.4003837.300
31645000000256QAM1.0003936.900
32651000000256QAM0.8004036.900
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandWidth
130596000ATDMA - 64QAM43.00046400000
238596000ATDMA - 64QAM43.00063200000
323700000ATDMA - 64QAM43.00056400000
I'm a Reliable Contributor
Posts: 146

Re: Internet Keeps Cutting Out

Wow, a 5dBmV improvement in Downstream (near 0 is considered perfect)

and a -6dBmV improvement in Upstream down to 43dBmV (once you start hitting >55's, you'll see disconnects)

Leave that run for 48 hours and see if your disconnects go away - keep checking your upstream signal levels as you're watching for +51dBmV or more.

If the disconnects do go away, then your testing has proven that double-splitters cause you issues, and when the tech comes on Sunday, ask them how you can get to the single splitter & modem in your original room, with the other splitter feeding your TV's. 

I would still recommend going with the tech to trace your line to the POP room, just in case you have issues after Sunday.  If nothing else, he can tell you your signal levels at the POP room before the cable to your unit, then your signal levels at the wall into your unit so that you can compare signal loss.  RG-59 in the wall?  ugh!

 

I Plan to Stick Around
Posts: 39

Re: Internet Keeps Cutting Out

@Double_K Yeah, signal is way better thanks for you input. 🙂 Hopefully my disconnection issues goes away. Alright, I will ask  the tech to do those things on Sunday. Yes, unfortunately the building has those wires in the wall and Rogers can't change it.  I will update the thread when any issue comes up. Thanks again! 

I Plan to Stick Around
Posts: 39

Re: Internet Keeps Cutting Out

I am still having disconnection issues despite the better signal. I got disconnected around 11:30pm and went back online around 1:30am. I checked it aroud 3am and noticed I only have 1 upstream channel. I restarted the router and went back to normal. Also noticed when it got disconnected it is having a hard time to reconnect and on DOCSIS provisioning it is only at ranging status.

 

when i got disconnected I got these DOCSIS Events:

 

Unicast Maintenance Ranging attempted - No response - Retries exhausted;
No Ranging Response received - T3 time-out;
Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
No Ranging Response received - T3 time-out;
B-INIT-RNG Failure - Retries exceeded;

 

when router went back online:

Downstream Overview

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

1 609000000 256QAM 1.800 34 38.605

2 363000000 256QAM 0.300 10 37.636

3 369000000 256QAM 0.400 11 37.356

4 375000000 256QAM 0.200 12 36.387

5 381000000 256QAM 0.600 13 37.356

6 387000000 256QAM 0.200 14 37.636

7 393000000 256QAM 0.100 15 37.356

8 399000000 256QAM 0.100 16 37.356

9 405000000 256QAM 0.100 17 37.636

10 411000000 256QAM -0.100 18 37.356

11 417000000 256QAM 0.100 19 37.636

12 423000000 256QAM 0.100 20 37.356

13 429000000 256QAM 0.200 21 37.636

14 435000000 256QAM -0.100 22 37.356

15 441000000 256QAM 0.000 23 37.636

16 447000000 256QAM 0.000 24 37.356

17 555000000 256QAM 1.000 25 38.605

18 561000000 256QAM 0.800 26 37.636

19 567000000 256QAM 0.700 27 37.356

20 573000000 256QAM 0.700 28 37.636

 

21 579000000 256QAM 0.800 29 38.605

22 585000000 256QAM 1.200 30 38.605

23 591000000 256QAM 1.400 31 38.605

24 597000000 256QAM 1.300 32 38.605

25 603000000 256QAM 1.400 33 38.600

26 357000000 256QAM 0.300 9 36.900

27 615000000 256QAM 1.100 35 38.600

28 621000000 256QAM 0.900 36 38.200

29 633000000 256QAM 0.900 37 37.600

30 639000000 256QAM 1.000 38 37.900

31 645000000 256QAM 0.500 39 37.300

32 651000000 256QAM 0.500 40 37.600

Upstream Overview

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

1 38596000 ATDMA - 64QAM 45.250 6 3200000

 

And got these on the DOCSIS Events:

 

TLV-11 - unrecognized OID;

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;

No Ranging Response received - T3 time-out;

Service Change Response rejected - Invalid transaction ID

TFTP Request Retries exceeded, CM unable to register;

TFTP failed - Request sent - No Response;

ToD request sent - No Response received;

 

DOCSIS WAN at the moment:

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1609000000256QAM1.2003438.605
2363000000256QAM-0.6001037.356
3369000000256QAM-0.5001137.356
4375000000256QAM-0.7001236.387
5381000000256QAM-0.4001336.610
6387000000256QAM-0.8001437.356
7393000000256QAM-0.9001536.610
8399000000256QAM-0.8001637.636
9405000000256QAM-0.9001737.636
10411000000256QAM-1.1001836.610
11417000000256QAM-0.9001937.356
12423000000256QAM-0.8002037.636
13429000000256QAM-0.8002137.356
14435000000256QAM-1.0002237.356
15441000000256QAM-0.9002337.356
16447000000256QAM-0.9002437.356
17555000000256QAM0.1002537.356
18561000000256QAM0.0002637.636
19567000000256QAM-0.1002737.636
20573000000256QAM-0.1002837.636
21579000000256QAM0.1002937.636
22585000000256QAM0.4003037.636
23591000000256QAM0.7003138.605
24597000000256QAM0.7003237.636
25603000000256QAM0.8003338.600
26357000000256QAM-0.600936.900
27615000000256QAM0.5003538.200
28621000000256QAM0.3003638.200
29633000000256QAM0.3003737.300
30639000000256QAM0.3003837.600
31645000000256QAM-0.2003937.300
32651000000256QAM-0.2004037.300
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandWidth
138596000ATDMA - 64QAM46.75063200000
230596000ATDMA - 64QAM45.25046400000
323700000ATDMA - 64QAM45.00056400000

 

 

 

 

I'm a Reliable Contributor
Posts: 146

Re: Internet Keeps Cutting Out

Vampire sleep schedule?  Smiley Wink

 

T3 timeouts, loss of upstream signals, disconnection - all the same that I had in October.  What's happening is the modem is increasing the upstream power level to talk to the CMTS, and once it hits a threshold (not sure, but could be +53dBmV), it drops the 3rd channel.  Then it keeps increasing until it exceeds the power level for 2 channels (could be +56dBmV), then with 1 channel it keeps increasing until it "times-out" (could be +58dBmV), then disconnects all together, and resets.

 

Did you remove the MoCa filter from in front of the modem?

 

Good News & Bad News - the good news is that the new CODA modem requires less upstream power, potentially fixing your disconnects (it did for me....my upstream signal levels went from 45-55 down to 38-46).  The bad news is that some people are having speed issues on the new CODA modem (see the firmware thread).

 

 

 

 

Resident Expert
Resident Expert
Posts: 6,269

Re: Internet Keeps Cutting Out

If you're dropping down to a single channel on the upstream and solving that temporarily with a modem restart, you have some type of cable or connector issue on the go.  Usually thats indicative of an external issue.  Please ensure that you advise the tech that you're seeing single channel modem operations, which a restart will cure, at least until the next failure.



I Plan to Stick Around
Posts: 39

Re: Internet Keeps Cutting Out

@Double_K Unfortunately no more game night. Smiley Sad

 

I did removed the MoCa filter from the router and moved it to the second splitter like your in diagram. I'll take note and let the technician know on Sunday. That is good news if the new modem will potentially fix my disconnection issues. 

 

@Datalink Sure, I will advise the tech on Sunday about it. When I got disconnected and the modem is trying to reconnect I only saw 1 donwstream channel and 1 upstream channel is that normal during startup process?

 

And right now my upstream looks like it is increasing(from 43 yesterday), is that normal?

 

yesterday:

Upstream Overview

Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandWidth
130596000ATDMA - 64QAM43.00046400000
238596000ATDMA - 64QAM43.00063200000
323700000ATDMA - 64QAM43.00056400000

 

today:

Upstream Overview

Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandWidth
138596000ATDMA - 64QAM47.75063200000
230596000ATDMA - 64QAM46.25046400000
323700000ATDMA - 64QAM46.25056400000

 

 

I'm a Reliable Contributor
Posts: 146

Re: Internet Keeps Cutting Out

It's normal for the signal strength to fluctuate - but the constant increasing above 55 (and subsequent channel drop / T3 timeout) is what's contributing to your disconnects.