07-02-2020 09:12 AM
For the last 2 or 3 weeks I have been having intermittent internet drops - service simply stops working on any of my devices for a minute or 2 and then resumes back by itself. this happens on wired or wireless connections, both in gateway and bridged mode. When internet is down, no lights change on the modem, and there are no main events matching the timestamps of when things are down.
Whenever I contact Rogers about it, the CSR sees that signal is fine on their side and no signal drops have happened. Service should be working as expected.
One CSR did say that there was an issue with the neighborhood, but nothing happened beyond that.
I have about 3-4 tech visits.
1-> found no issues
2-> replaced connectors on the box.
3-> mentioned that wire has too much noise, so need to replace the wire inside the house, and Roger cant replace due to COVID. so I replaced the wire going into the house. The wire going from the box to house box was clean as per him.
4-> came in, tested the wire, found no noise on the new wire. replaced the connections to new wire.
coming back, now, i'm still at the same issue where internet drops frequently disconnecting my work vpn.
so not sure what more i can do to get this issue fixed. this has been impacting work
07-02-2020 09:27 AM - edited 07-02-2020 09:44 AM
Modem info - CODA-4582
Hardware Version | 1A |
Software Version | 7.1.1.32 |
Gateway Serial Number | 9999999 |
HFC MAC Address | xxxxxx |
System Time | 2020-05-19 10:14:00 |
Time Zone | UTC+00:00 Greenwich Mean Time: Dublin, London, Lisbon |
adding the signal table as it was requested for others with similar issue
Downstream Overview
Port ID | Frequency (MHz) | Modulation | Signal strength (dBmV) | Channel ID | Signal noise ratio (dB) |
1 | 591000000 | QAM256 | 5.599 | 7 | 36.609 |
2 | 597000000 | QAM256 | 5.199 | 8 | 36.386 |
3 | 603000000 | QAM256 | 4.900 | 9 | 36.386 |
4 | 855000000 | QAM256 | 3.500 | 3 | 35.779 |
5 | 861000000 | QAM256 | 2.799 | 4 | 35.595 |
6 | 579000000 | QAM256 | 5.400 | 5 | 37.355 |
7 | 585000000 | QAM256 | 5.099 | 6 | 36.609 |
8 | 849000000 | QAM256 | 3.099 | 2 | 35.779 |
9 | 609000000 | QAM256 | 5.500 | 10 | 36.386 |
10 | 615000000 | QAM256 | 5.900 | 11 | 36.609 |
11 | 621000000 | QAM256 | 5.400 | 12 | 36.609 |
12 | 633000000 | QAM256 | 6.199 | 13 | 36.609 |
13 | 639000000 | QAM256 | 5.400 | 14 | 36.609 |
14 | 645000000 | QAM256 | 6.300 | 15 | 36.609 |
15 | 651000000 | QAM256 | 5.900 | 16 | 36.609 |
16 | 657000000 | QAM256 | 5.099 | 17 | 36.609 |
17 | 663000000 | QAM256 | 6.000 | 18 | 36.609 |
18 | 669000000 | QAM256 | 5.599 | 19 | 36.386 |
19 | 675000000 | QAM256 | 5.099 | 20 | 36.609 |
20 | 681000000 | QAM256 | 5.500 | 21 | 36.609 |
21 | 687000000 | QAM256 | 4.699 | 22 | 36.609 |
22 | 693000000 | QAM256 | 4.199 | 23 | 36.609 |
23 | 699000000 | QAM256 | 4.000 | 24 | 36.386 |
24 | 705000000 | QAM256 | 3.099 | 25 | 36.386 |
25 | 711000000 | QAM256 | 2.599 | 26 | 35.779 |
26 | 717000000 | QAM256 | 2.299 | 27 | 35.779 |
27 | 723000000 | QAM256 | 1.700 | 28 | 35.779 |
28 | 825000000 | QAM256 | 4.000 | 29 | 35.595 |
29 | 831000000 | QAM256 | 3.900 | 30 | 35.779 |
30 | 837000000 | QAM256 | 4.300 | 31 | 35.779 |
31 | 843000000 | QAM256 | 3.599 | 32 | 35.595 |
32 | 279000000 | QAM256 | 6.199 | 1 | 38.605 |
Receiver | FFT type | Subcarr 0 Frequency(MHz) | PLC locked | NCP locked | MDC1 locked | PLC power(dBmv) |
0 | 4K | 275600000 | YES | YES | YES | 6.300003 |
1 | NA | NA | NO | NO | NO | NA |
Port ID | Frequency (MHz) | Modulation | Signal strength (dBmV) | Channel ID | Bandwidth |
1 | 22100000 | 64QAM | 35.510 | 1 | 3200000 |
2 | 36996000 | 64QAM | 38.270 | 4 | 6400000 |
3 | 30596000 | 64QAM | 36.770 | 3 | 6400000 |
4 | 25300000 | 64QAM | 37.260 | 2 | 3200000 |
5 | 0 | QAM_NONE | - | --- | 1600000 |
6 | 0 | QAM_NONE | - | --- | 1600000 |
7 | 0 | QAM_NONE | - | --- | 1600000 |
8 | 0 | QAM_NONE | - | --- | 1600000 |
Channel Index | State | lin Digital Att | Digital Att | BW (sc's*fft) | Report Power | Report Power1_6 | FFT Size |
0 | DISABLED | 0.0000 | 0.0000 | 0.0000 | 0.0000 | 0.0000 | 2K |
1 | DISABLED | 0.0000 | 0.0000 | 0.0000 | 0.0000 | 0.0000 | 2K |
07-02-2020 04:29 PM
adding logs from Modem
1 07/02/2020 14:46:04 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=xxx:xxxx:xxx ;CMTS-MAC=00:17:10:98:1c:10;CM-QOS=1.1;CM-VER=3.1;
2 07/02/2020 15:39:55 68010300 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xxx:xxxx:xxx ;CMTS-MAC=00:17:10:98:1c:10;CM-QOS=1.1;CM-VER=3.1;
3 07/02/2020 16:14:29 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=xxx:xxxx:xxx ;CMTS-MAC=00:17:10:98:1c:10;CM-QOS=1.1;CM-VER=3.1;
4 07/02/2020 16:19:21 82001200 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xxx:xxxx:xxx ;CMTS-MAC=00:17:10:98:1c:10;CM-QOS=1.1;CM-VER=3.1;
5 07/02/2020 16:20:47 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=xxx:xxxx:xxx ;CMTS-MAC=00:17:10:98:1c:10;CM-QOS=1.1;CM-VER=3.1;
6 07/02/2020 16:22:21 82001200 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xxx:xxxx:xxx ;CMTS-MAC=00:17:10:98:1c:10;CM-QOS=1.1;CM-VER=3.1;
7 07/02/2020 16:37:19 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=xxx:xxxx:xxx ;CMTS-MAC=00:17:10:98:1c:10;CM-QOS=1.1;CM-VER=3.1;
8 07/02/2020 19:07:27 74010100 Notice CM-STATUS message sent. Event Type Code: 5; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xxx:xxxx:xxx ;CMTS-MAC=00:17:10:98:1c:10;CM-QOS=1.1;CM-VER=3.1;
9 07/02/2020 20:46:30 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=xxx:xxxx:xxx ;CMTS-MAC=00:17:10:98:1c:10;CM-QOS=1.1;CM-VER=3.1;
07-03-2020 09:35 AM
Hello @georgeous and @ddude
Thank you for your messages. An intermittent connection is not fun. We can absolutely take a look at the issues that you have described.
Please send a private message to @CommunityHelps so we can get started. Not familiar with our private messaging system? No worries, Click Here https://roge.rs/2ZyDlj1
Regards
RogersNiki
07-04-2020 04:59 PM
update.
was able to pickup a new modem. seems like hardware version and firmware is same. So lets see if this makes a difference.
Hardware Version | 1A |
Software Version | 7.1.1.32 |
Gateway Serial Number | 99999 |
HFC MAC Address | xxxx |
System Time | 2020-05-15 11:10:01 |
Time Zone | UTC+00:00 Greenwich Mean Time: Dublin, London, Lisbon |
Signal table after setting up modem
Port ID | Frequency (MHz) | Modulation | Signal strength (dBmV) | Channel ID | Signal noise ratio (dB) |
1 | 591000000 | QAM256 | 6.000 | 7 | 37.355 |
2 | 597000000 | QAM256 | 5.900 | 8 | 37.355 |
3 | 603000000 | QAM256 | 5.599 | 9 | 36.609 |
4 | 855000000 | QAM256 | 3.500 | 3 | 36.386 |
5 | 861000000 | QAM256 | 2.500 | 4 | 36.386 |
6 | 579000000 | QAM256 | 5.800 | 5 | 37.636 |
7 | 585000000 | QAM256 | 5.500 | 6 | 37.355 |
8 | 849000000 | QAM256 | 3.099 | 2 | 36.609 |
9 | 609000000 | QAM256 | 6.099 | 10 | 37.355 |
10 | 615000000 | QAM256 | 6.400 | 11 | 37.355 |
11 | 621000000 | QAM256 | 5.900 | 12 | 37.355 |
12 | 633000000 | QAM256 | 6.500 | 13 | 37.355 |
13 | 639000000 | QAM256 | 5.699 | 14 | 37.636 |
14 | 645000000 | QAM256 | 6.800 | 15 | 37.355 |
15 | 651000000 | QAM256 | 6.400 | 16 | 37.355 |
16 | 657000000 | QAM256 | 5.500 | 17 | 37.355 |
17 | 663000000 | QAM256 | 6.400 | 18 | 37.355 |
18 | 669000000 | QAM256 | 6.000 | 19 | 36.609 |
19 | 675000000 | QAM256 | 5.599 | 20 | 37.355 |
20 | 681000000 | QAM256 | 6.199 | 21 | 37.636 |
21 | 687000000 | QAM256 | 5.500 | 22 | 36.609 |
22 | 693000000 | QAM256 | 5.300 | 23 | 36.386 |
23 | 699000000 | QAM256 | 5.500 | 24 | 36.609 |
24 | 705000000 | QAM256 | 5.000 | 25 | 37.355 |
25 | 711000000 | QAM256 | 4.800 | 26 | 36.609 |
26 | 717000000 | QAM256 | 5.099 | 27 | 36.386 |
27 | 723000000 | QAM256 | 4.500 | 28 | 36.609 |
28 | 825000000 | QAM256 | 4.099 | 29 | 35.779 |
29 | 831000000 | QAM256 | 4.000 | 30 | 36.386 |
30 | 837000000 | QAM256 | 4.099 | 31 | 36.386 |
31 | 843000000 | QAM256 | 3.500 | 32 | 36.386 |
32 | 279000000 | QAM256 | 6.000 | 1 | 38.605 |
Receiver | FFT type | Subcarr 0 Frequency(MHz) | PLC locked | NCP locked | MDC1 locked | PLC power(dBmv) |
0 | 4K | 275600000 | YES | YES | YES | 5.900002 |
1 | NA | NA | NO | NO | NO | NA |
Port ID | Frequency (MHz) | Modulation | Signal strength (dBmV) | Channel ID | Bandwidth |
1 | 22100000 | 64QAM | 36.510 | 1 | 3200000 |
2 | 36996000 | 64QAM | 38.020 | 4 | 6400000 |
3 | 30596000 | 64QAM | 38.020 | 3 | 6400000 |
4 | 25300000 | 64QAM | 38.010 | 2 | 3200000 |
5 | 0 | QAM_NONE | - | --- | 1600000 |
6 | 0 | QAM_NONE | - | --- | 1600000 |
7 | 0 | QAM_NONE | - | --- | 1600000 |
8 | 0 | QAM_NONE | - | --- | 1600000 |
Channel Index | State | lin Digital Att | Digital Att | BW (sc's*fft) | Report Power | Report Power1_6 | FFT Size |
0 | DISABLED | 0.0000 | 0.0000 | 0.0000 | 0.0000 | 0.0000 | 2K |
1 | DISABLED | 0.0000 | 0.0000 | 0.0000 | 0.0000 | 0.0000 | 2K |
07-05-2020 01:06 PM
Speed test result from last 12 hours. ( every 15 minutes, wired network)
have a gigabit connection, but max speed was 324 Mbps at 3:53 am and lowest being 23Mbps at 10:23 am.
so the new modem seems to be performing similar to the old modem. ( speedtest on Old modem was able to Hit 800+ mbps ) though.
07-08-2020 11:44 PM
07-09-2020 11:55 PM
Hello @Malubaidy,
Thank you for your post and welcome to the Community! I hope you and your loved ones are doing well and staying safe.
Connection issues can make working from home difficult, you've come to the right place and we can certainly look into the issue with you.
Can you please provide more information on the situation and share what troubleshooting steps you have done so far?
Regards,
RogersRob
07-17-2020 04:43 PM
Hey, just wondering, was your issue ever resolved? I am currently experiencing this for over a month now? I have called many 15 times, no solution?
07-18-2020 04:54 PM - edited 07-18-2020 04:55 PM
Hello, @daniellejt20.
Thank you for joining this conversation, and welcome to Rogers Community Forums!
The Internet keeps disconnecting can be quite inconvenient; we can help find a solution for you.
To get a clear picture of the issue, please answer the following:
We look forward to hearing from you!
Cheers,
RogersMoin