Internet keeps crashing for 1-3 seconds.

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Resident Expert
Resident Expert
Posts: 6,046

Re: Internet keeps crashing for 1-3 seconds.

@Redemption, you won't have to pay the fee. 

 

Can you log into your modem, copy the downstream and upstream tables from the DOCSIS WAN page again and paste them into this thread again.  I'm wondering if the two upstream channels are still near their max output levels or if they have become worse than before.  Have you had a tech visit your home to check out the cabling and connectors?



I Plan to Stick Around
Posts: 27

Re: Internet keeps crashing for 1-3 seconds.

So my family members all decided they wanted to get the package i listed last page as soon as we got back from vacation(which was yesterday) and the problem is still here(blast it all!!)  I told them i wanted to get this problem fixed cuz you know i feel like it "beat" me lol. I was about to call in   but they were like theres no point now, they all decided to switch(3 against 1)Its like 6 am where i live now(couldn't sleep man rough weather) I have like till like 2 pm to fix this problem(they still gonna change regardless, but you know..) till my father calls in to change our plan.     I have a couple of questions i been meaning to ask.   for wired connections is there a benefit for going into bridge mode?  Also would the new CGN4 be a more realiable modem then the cgn3 for wired connections? or should i bridge it? (this is pure wired connection only)  speeds and uploads dont really matter to me as long as my connection is stable,  I did convince them to atleast go with the new cgn4 even though its only difference is something for wireless users i beleive but i figured it cant hurt.   The new bundle package should save about overall $40 + unlimited gigs.(yay) I'm just wondering if i will have this problem on the new package..hopefully not.     Also here are my tablets from docsis wan after coming back from vacation.. pretty much the same.  I cant wait to compare it later on.

 

Downstream Overview
Port ID     Frequency (MHz)     Modulation     Signal strength (dBmV)     Signal noise ratio (dB)     Channel ID
1    603000000     256QAM     2.700    38.605    3
2    591000000     256QAM     3.000    38.983    1
3    597000000     256QAM     2.700    38.605    2
4    609000000     256QAM     3.000    38.605    4
5    615000000     256QAM     3.000    38.983    5
6    621000000     256QAM     2.900    38.605    6
7    633000000     256QAM     3.700    38.983    7
8    639000000     256QAM     3.800    38.605    8
9    645000000     256QAM     3.900    38.605    9
10    651000000     256QAM     4.000    38.983    10
11    657000000     256QAM     4.200    38.983    11
12    663000000     256QAM     4.300    38.983    12
13    669000000     256QAM     4.400    38.983    13
14    675000000     256QAM     4.400    38.983    14
15    681000000     256QAM     4.500    38.605    15
16    687000000     256QAM     4.400    38.983    16
17    693000000     256QAM     4.400    38.983    17
18    699000000     256QAM     4.900    38.605    18
19    705000000     256QAM     5.200    38.983    19
20    711000000     256QAM     5.300    38.983    20
Upstream Overview
Port ID    Frequency (MHz)    BandWidth    Modulation Type    Signal Strength (dBmV)    Channel ID
1    30596000    6400000    ATDMA    46.750    2
2    23700000    6400000    ATDMA    47.250    3
3    38596000    3200000    ATDMA    49.250    1

 

 

I appreciate the tips and advices you gave me.   Once i get my new package first thing imma do is download that preload gta(65 gigs . )

Resident Expert
Resident Expert
Posts: 13,875

Re: Internet keeps crashing for 1-3 seconds.

Signal doesnt appear to be a problem.

 

For wired, no there generally should be no difference with the new modem.

I have the CGN3, NOT bridged, and its rock solid on wired connection.. i have MAXED out my 100u connection on a large torrent already.. consistantly streamed, with no issues.

It does sound liek something else is causing the issue.



Resident Expert
Resident Expert
Posts: 6,046

Re: Internet keeps crashing for 1-3 seconds.

Technically, the signal levels are still in spec.  But, the upstream levels are high, and one in particular is sitting at 49 dBmV where the upper limit is 51 dBmV for three channel upstream operation.  So, something is going on and for whatever reason the modem is having to increase it's output levels above the normal 36 to 40 dbmV range in order to communicate with the node.  Do you lose internet connectivity completely during the crash, or does it just slow down?  Can you tell if the modem stays online or does it indicate that it drops offline when this happens.  The @ symbol on the front of the modem should normally be steady, but might be blinking with the internet service drops off.  Do you happen to have other Rogers services and if so, do you notice any problems with them as well?  If that was the case, then there is no question that you would need to call tech support and arrange for a tech visit to see whats up.  In the case of the internet signal levels, its unusual to see both the downstream and upstream signal levels up above their normal levels which are 0 dBmV for the downstream and 36 to 40 dBmV for the upstream.  Usually as the downstream levels drop below 0 dBmV, the upstream levels going back to the node increase to make up for the cable signal losses.

 

As far as wired performance goes, the won't be any difference between the CGN3 and CGN3ACR.  Wireless performance, on paper is better for the CGN3ACR.  It also supports 802.11ac, but it does not support some of the higher transmission rates available for 802.11ac use.  That wouldn't make any difference for internet operation, but if you were streaming from in inhouse server, you might be able to see a difference in the rates.

 

Best thing to do, bridge the modem and use your own router, and if you are looking to buy a router, ensure that it has external antenna and gigabit/sec WAN and LAN ports.



I Plan to Stick Around
Posts: 27

Re: Internet keeps crashing for 1-3 seconds.

So good news to share.    My problem is gone after switching out the modem and getting the ignite 100u.   At first i only got the 100u and the problem was still there but after switching my box for a cgn3acr(i didnt wanna take a chance at another plain cgn3) the problem seems to be gone(no disconnect for 2 hours straight now)  For curiousity here is my new docsis wan.   I do have another question though.  How do i use the free rogers techxpert that comes with my package? i cant seem to find a download or way to acess it on the rogers website.  Thanks.

 

Downstream Overview
Port ID     Frequency (MHz)     Modulation     Signal strength (dBmV)     Channel ID     Signal noise ratio (dB)
1    615000000     256QAM     2.100    5    38.983
2    591000000     256QAM     2.300    1    38.605
3    597000000     256QAM     1.900    2    38.983
4    603000000     256QAM     1.900    3    38.605
5    609000000     256QAM     2.300    4    38.983
6    621000000     256QAM     1.900    6    38.983
7    633000000     256QAM     2.700    7    38.983
8    639000000     256QAM     2.600    8    38.983
9    645000000     256QAM     2.700    9    38.983
10    651000000     256QAM     2.900    10    38.983
11    657000000     256QAM     3.100    11    38.605
12    663000000     256QAM     2.800    12    38.605
13    669000000     256QAM     2.900    13    38.983
14    675000000     256QAM     3.000    14    38.605
15    681000000     256QAM     3.000    15    38.983
16    687000000     256QAM     2.900    16    38.605
17    693000000     256QAM     3.000    17    38.605
18    699000000     256QAM     4.000    18    38.605
19    705000000     256QAM     4.200    19    40.366
20    711000000     256QAM     4.200    20    38.605
Upstream Overview
Port ID     Frequency (MHz)     Modulation     Signal Strength (dBmV)     Channel ID     BandWidth
1    30596000    ATDMA - 64QAM    46.750     2     6400000
2    23700000    ATDMA - 64QAM    46.750     3     6400000
3    38596000    ATDMA - 64QAM    48.250     1     3200000

 

 

 

 

Resident Expert
Resident Expert
Posts: 6,046

Re: Internet keeps crashing for 1-3 seconds.

Your downstream signal levels and signal to noise ratios are really good.  No problem there.  The upstream is still a bit of a mystery.  They are elevated for some reason instead of being down in the 36 to 40 dBmV range where they are normally found.  So, something is still afoot.  As you say, the issue appears to be gone for now, but keep in mind where those upstream levels are.  If they keep climbing, at some point the modem will drop one channel as it can't provide enough power to maintain three upstream channels in operation.  At that point or very close to it, you should see problems, perhaps as you had with the last modem.  If so, it will be time to arrange for a tech visit.  Do you run the RG-6 cable that connects to the modem through any other device such as a surge arrestor, or UPS cable connections?  I'm wondering what is driving that upstream level so high?  I may have asked before, but do you have any other services, cable tv, home phone, and if so, are there any problems with them at all?

 

The techxpert, as far as I know is a call in service.  I've never used it so someone may have to chime in here with more information. 



I Plan to Stick Around
Posts: 27

Re: Internet keeps crashing for 1-3 seconds.

Yeah you were right.  I just had a very minor disconnect.  Its definately time for a tech to come out for sure now.   My The  RG-6 Cable is not connected to any other devices.  My cable tv experiences no problems anymore(although they use to long ago the problems stopped about 2 months ago, the type of problems were minor freezes and 1-2 second audio cuts, but those are gone for awhile)  When i speak to rogers do i tell them i need a tech to check my cabling and connectors and mention my upstream levels? or just the first part?   My parents cant speak english and im not exactly that tech savy(although getting better lol)

Resident Expert
Resident Expert
Posts: 6,046

Re: Internet keeps crashing for 1-3 seconds.

You can tell tech support that you are seeing disconnects and that the upstream power levels are near the upper limit.  The tech run their tests in terms of bit error rates, which is similar to how the signal to noise is actually calculated for the modem.  Because their test is run in bit error rates, I'm not sure what they will pick up, but definitely indicate that you saw drop outs with the CGN3 and now the CGN3ACR.  Also indicate that you had issues with the tv not very long ago. 

 

You can also message any of the moderators who are online in order to setup a contact point with tech support if you're more comfortable doing it that way.  I'm not sure if tech support has the forum up on a screen as well so that they can look thru the thread or not.  It would be handy if they could.  Give me a minute or two to message a moderator for you.

 

Edit:  Okay, message sent.  RogersMaude should be contacting you either by message, or through this thread.  Keep an eye open for a message indication by the mail symbol at the upper right hand side of the page.  You'll have to refresh the page to pick up the indication.



Moderator
Moderator
Posts: 1,983

Re: Internet keeps crashing for 1-3 seconds.

Good evening @Redemption ,

 

Thank you for your post. I am sorry for the ongoing issues with your Internet service but I am glad to see that our Resident Experts have stepped in to help.

 

To answer your question, here is how you can contact Rogers TechXpertServices -

 

Their Toll Free Number is :

    • 1-866-876-8772
      • Option 3 – Service Existing TechXpert Subscriber

 

To use their Live Chat service, please click here.

 

No matter how you get in touch with them, their Hours of Operation are 24/7.

 

Hope this helps!

 

RogersMaude

Resident Expert
Resident Expert
Posts: 6,046

Re: Internet keeps crashing for 1-3 seconds.

Tech support contact point provided as well to initiate a tech visit?   Or is Techxpert part of that group?