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Internet dropping intermittently

Oyakodon0928
I'm here a lot

Has anyone else had this similar issue where their internet drops randomly (I usually notice it when I'm gaming...and I've been playing FFXIV so any disconnect has been extremely noticeable due to queue times).  When I try accessing the internet on a separate monitor and speed test with fast.com....the browser acts as if the computer is no longer connected to the internet even though the little wifi icon in the bottom tray still shows connected.

 

I tried to ping test and all it showed was some ping spikes and small amount of packet loss (less than 3%).

 

When I log into my modem, below is the docsis event.  Can't rmb for sure but it seems the T3 error occurs whenever I'm experiencing internet loss.

 

o. Time Type Priority Event
1 11/26/21 18:01:55 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
2 11/26/21 21:23:48 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
3 11/26/21 21:23:50 73040100 notice TLV-11 - unrecognized OID;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
4 11/27/21 20:59:03 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
5 11/27/21 21:57:59 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
6 11/27/21 21:58:01 73040100 notice TLV-11 - unrecognized OID;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
7 12/09/21 08:54:39 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
8 12/09/21 09:08:18 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
9 12/09/21 09:08:20 73040100 notice TLV-11 - unrecognized OID;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
10 12/09/21 09:17:09 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
11 12/09/21 09:17:11 73040100 notice TLV-11 - unrecognized OID;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
12 12/11/21 17:38:17 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
13 12/11/21 17:51:06 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
14 12/11/21 17:51:08 73040100 notice TLV-11 - unrecognized OID;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
15 12/11/21 22:15:28 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
16 12/12/21 01:58:25 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
17 12/12/21 01:58:27 73040100 notice TLV-11 - unrecognized OID;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
18 12/12/21 02:12:32 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
19 12/12/21 02:12:35 73040100 notice TLV-11 - unrecognized OID;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
20 12/13/21 16:37:09 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;

 

Any help is appreciated.   Thanks all!

 

***Edited Labels***

7 REPLIES 7

Re: Internet dropping intermittently

RogersMoin
Moderator
Moderator

Hello, @Oyakodon0928.

 

Thank you for posting your Internet-dropping concern, and welcome to Rogers Community Forums! 

 

I appreciate your observation of the Internet dropping while you’re online gaming. T3 timeouts alone may not help in isolating the root cause of the intermittency you’re experiencing. 

 

We’d need a bit of more info to better assist. Please answer the following:

  • How far is your gaming computer from the modem?
  • Do other devices lose the WiFi/Internet at the same time as your gaming computer?
  • Do you need to reboot your modem to gain Internet access back?
  • How far is your gaming computer from the modem?

Please also post the Downstream and Upstream tables from the Status/DOCSIS WAN page of the modem.

 

We look forward to hearing from you.

 

Cheers,

RogersMoin

Re: Internet dropping intermittently

Oyakodon0928
I'm here a lot

Hi @RogersMoin,

 

Thank you for your response.  Please see below:

 

  • How far is your gaming computer from the modem?
    • My computers are in the basement while the modem is in the main floor living room.  Distance wise its roughly 8-10 meters through the floor?
  • Do other devices lose the WiFi/Internet at the same time as your gaming computer?
    • I don't think I've seen losing wifi at the same time.  I've had cases where my work computer would lose connection during conference calls while my gaming computer works fine, and cases where I lose connection on my gaming computer but I'm video conferencing fine on the work computer.
  • Do you need to reboot your modem to gain Internet access back?
    • Not all the time if only 1 device is affected.
  • How far is your gaming computer from the modem?
    • roughly 8-10 meters, through the floor.

Please see below is the upstream and downstream table:

 

DOCSIS Overview
Network AccessPermitted
IP Address0.0.0.0
Subnet Mask 
Gateway IP Address 
DHCP Lease Time😧-- H: -- M: -- S: --
Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000256QAM7.700740.946
2579000000256QAM7.600540.946
3585000000256QAM7.700640.366
4279000000256QAM6.600140.366
5597000000256QAM8.000840.366
6603000000256QAM8.100940.366
7609000000256QAM8.2001040.366
8615000000256QAM8.0001140.946
9621000000256QAM7.9001240.366
10633000000256QAM8.2001340.366
11639000000256QAM8.5001440.946
12645000000256QAM8.7001540.366
13651000000256QAM8.7001640.946
14657000000256QAM8.7001740.946
15663000000256QAM8.5001840.946
16669000000256QAM8.6001940.946
17675000000256QAM8.6002040.366
18681000000256QAM8.8002140.366
19687000000256QAM8.6002240.366
20693000000256QAM8.8002340.946
21699000000256QAM9.0002440.946
22705000000256QAM9.2002540.366
23711000000256QAM9.6002640.946
24717000000256QAM9.8002740.946
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
125900000ATDMA - 64QAM39.75026400000
238700000ATDMA - 64QAM41.25046400000
332300000ATDMA - 64QAM40.50036400000
421100000ATDMA - 64QAM39.50013200000

Re: Internet dropping intermittently

Oyakodon0928
I'm here a lot

@RogersMoin Quick update as the disconnection happened again today afternoon.

 

At around 3:48pm, I was disconnected from internet on my gaming computer.  Checked DOCSIS event right away and noticed there's a T3 event at around that same time.  Shortly after all other devices in the house lost connection to internet.  This was solved after I started the router and internet came back in around 5 minutes.

 

Below is the latest DOCSIS WAN data after the reset:

 

DOCSIS Overview
Network AccessPermitted
IP Address0.0.0.0
Subnet Mask 
Gateway IP Address 
DHCP Lease Time😧 -- H: -- M: -- S: --
Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1609000000256QAM8.1001040.946
2579000000256QAM7.500540.366
3585000000256QAM7.700640.946
4591000000256QAM7.600740.366
5597000000256QAM7.900840.946
6603000000256QAM8.100940.366
7279000000256QAM6.600140.366
8615000000256QAM8.0001140.366
9621000000256QAM7.9001240.946
10633000000256QAM8.2001340.946
11639000000256QAM8.4001440.946
12645000000256QAM8.6001540.946
13651000000256QAM8.6001640.366
14657000000256QAM8.6001740.366
15663000000256QAM8.5001840.366
16669000000256QAM8.5001940.946
17675000000256QAM8.5002040.946
18681000000256QAM8.7002140.946
19687000000256QAM8.5002240.366
20693000000256QAM8.7002340.946
21699000000256QAM8.9002440.946
22705000000256QAM9.2002540.946
23711000000256QAM9.5002640.366
24717000000256QAM9.7002740.946
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
138700000ATDMA - 64QAM41.00046400000
221100000ATDMA - 64QAM39.25013200000
332300000ATDMA - 64QAM41.00036400000
425900000ATDMA - 64QAM39.25026400000

Re: Internet dropping intermittently

@Oyakodon0928 what computers are connected via ethernet or wifi?  

 

Your downstream signal levels are higher than usual.  The limit is +/- 10 dBmV.  So, where your signal levels are currently sitting, Rogers won't do anything.  What you really need to drop those levels is a forward path attenuator such as this:

 

https://www.amazon.ca/line-Signal-Forward-Attenuator-FPA6-54/dp/B07882H96R

 

That will drop the downstream by 6 dBmV, but, leave the upstream levels where they are.  You could actually use a 6 dB and 3 dB attenuator, connected together to drop the downstream signal levels by 9 dB.  That would put that at or very close to 0 dBmV, which is the target signal level.  

 

If you happen to have a cable splitter such as a two port splitter which has a single input and dual output, you could put that in line to drop the downstream signal levels.  The downside to this is that the attenuator will also push up the upstream signal levels.  In most cases, including yours, there is enough room to allow that.  The max signal level is 51 dBmV according to DOCSIS spec, 52 dBmV according to Rogers.  

 

So, I suspect that even if you drop the signal levels, you will probably have the same issue with the dropouts.  They usually occur too fast to catch via the signal level table, but, as you have seen, a T3 shows up in the Docsis Events log.  The T3 itself isn't indicative of a cable or signal failure, its usually an indication of a "no response" from the Cable Modem Termination System, which controls of its connected modems and which provides data services to those modems.  A communications failure between the modem and CMTS can also result in a T3 timeout.  

 

1.  Are you in a house or condo/apartment/highrise, etc, etc?

2.  If you're in a house, is the external cable underground or overhead to the nearest utility pole?

3.  Would you happen to know how long that external cable has been in place, or when it was last replaced?

4. Looking at your signal levels, it appear that you have a CGN3 modem which is a black, rectangular, vertical modem.  Is that correct, as seen by the modems on this page:

 

https://www.rogers.com/support/internet

 

 

Re: Internet dropping intermittently

Oyakodon0928
I'm here a lot

HI @Datalink ,

 

The 2 computers are connected through wifi while I have a TV box connected directly to the modem through ethernet cable.  When I lost connection earlier today, all computers and TV box lost internet connection.  I live in a semi-detached house and I think my cables are underground...don't know when they were last replaced though.  The modem is the CGN3 as you mentioned.

 

Regarding the attentuator, since I have a 3-way splitter installed by rogers, do I plug the attentuator directly to the wall socket?  or only out of the internet splitter?

 

Thanks for your help! 

Re: Internet dropping intermittently

@Oyakodon0928 since you have a 3 way splitter installed, have a look at the face of the splitter.  I suspect that its an unbalanced splitter with one port dropping 3.5 dB and the other two ports dropping 7 dB.  The internet modem is usually connected to the -3.5 dB port, although that's not necessarily the rule.  See if you can identify the cable that does connect to the 3.5 dB port and if that happens to be the modem's cable, swap that with one of the 7 dB port cables.  That will drop the downstream level by -3.5 dB and force the upstream to rise by 3.5 dB, which won't cause a problem.  

 

If you happen to have a two port splitter on hand that you're not using, you could install that on the modem's cable, either at the existing splitter location or at the modem.  

 

Dropping the downstream levels will help to determine if this is a signal level issue caused by high signal levels, although they are still within spec.  Fwiw, historically, from what I've seen, when the signal levels our outside of +/- 6/7 dBmV, then you can expect to see problems arise.  Not a golden rule, just an observation from numerous past posts.  

 

I'm expecting that you'll still see disconnects, but, we'll see.  Just to see if this is an external cable/connector issue, you can run a continuous ping test to the CMTS.  The path to the CMTS looks like this:

 

1.  modem to splitter via internal RG-6

2.  splittter to external demarcation point via internal RG-6

3.  external demarcation point to local tap via external RG-6

4.  local tap to neighbourhood node via hard cable

5.  neighbourhood node to CMTS via fibre

 

Usually, if there is a disconnect issue, the problem is caused by a failing external cable, or failing connectors in the external demarcation (otherwise known as the Network Interface Device (NID)) or at the local tap.  So, to determine if there might be a cable or connector issue, you can ping the CMTS for a period of time, usually an hour or more.  I prefer to run longer tests of several hours, up to 24 hours.  

 

To do this, run a trace to anywhere.  Bring up a command prompt and run a trace to google for example:

 

tracert -4 www.google.com

 

Take note of the 2nd hop IP address.  The first hop will be the modem if its running in its default Gateway mode.  The second hop will be the CMTS.  Ping the CMTS for at least an hour.

 

ping -n 3600 xxx.xxx.xxx.xxx     where this IP address is the second hop IP address from the trace

 

You can run a longer test simply by using a larger number.  Windows runs 1 ping per second, so, 3600 pings will take an hour, at which point the test will automatically terminate.  You can stop the ping test at any time by using Ctrl c  

 

When the test terminates, select the bottom results, use Ctrl c to copy the results and then paste them into a post.  You can use Ctrl v to paste in the results.  Under normal circumstances I'd expect to see no more than a dozen packets lost over a 24 hour period, so, one maybe two packets lost in the course of an hour.  

 

You can also run a continuous ping test:

 

ping -t xxx.xxx.xxx.xxx               This will run until you use Ctrl c to stop the test.  

 

Ok, so, thats one thought, disconnects due to a cable and/or connector failure.  

 

The other thought that comes to mind is an IPV6 problem at the CMTS.  Thats harder to diagnose and even more difficult to convince Rogers tech support that there is a real problem.  

 

I suspect that your modem is running in a Dual Router mode, that is to say that its supplying both IPV4 and IPV6 addresses to the various devices on your network.  The primary address scheme for those connected devices will be IPV6 as that's the design priority these days.  Log into your modem and navigate to the Basic ..... Gateway Function tab.  The Router mode is probably set to run Dual mode.  Change that to IPV4 and save the changes.   The modem will take two to three minutes to sort itself out and switch to IPV4 only mode.  I usually run a modem reboot as well, ADMIN .... Device Reset .... Reboot.  

 

I'd consider running IPV4 mode first for a day or two to see what happens.  With that, you could also run a ping test just to see what the failure numbers look like.  You'll come to a conclusion pretty quickly, that there is an IPV6 problem or there isn't.  Continued disconnects would point towards a cable and/or connector failure.  The question at this point is, just how bad is the problem?

 

Edit:  Do you have a powered amplifier in the system just ahead of the splitter?  If so, that could explain the high signal levels.  

 

Re: Internet dropping intermittently

This is the result from my 24 hour ping test. 

 

 Ping statistics for 99.xxx.xxx.x:
Packets: Sent = 86400, Received = 86397, Lost = 3 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 4ms, Maximum = 413ms, Average = 12ms

 

I also just experienced another internet disconnection that affected multiple devices.  Internet resumed after around 10 minutes without having to restart modem.  The docsis event showed another T3 timeout at the time of disconnection.  There were other T3 timeout yesterday but I didn't experience any interruptions...only this time where it actually disconnected.

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