07-15-2021 03:58 PM - last edited on 07-15-2021 05:09 PM by RogersMoin
I tried unplugging modem and 3rd party router.
This problem seems to happen more frequently. I am now entering the info into my phone (notes) - time/day of disconnection and duration.
It went down Tuesday and now today. I don't recall how long it was out last time. Maybe 30 min or 1 hr total?
I also use a wifi Smart TV.
It has reconnected a few times only to drop 5 mins (estimate) later. Sometimes the speed is normal but often, the connection is at a much lower speed suggesting a problem.
I am wondering if there's an issue.
05-29-2020 09:21 PM
I have the white CODA-4582 modem.
05-29-2020 09:27 PM - edited 05-29-2020 09:28 PM
Hi, ok, can you log into the modem and:
1. Check the Software (firmware) version listed on the Status page. That page is displayed automatically when you log into the modem. The version will either be 18.104.22.168T6 or possibly 22.214.171.124 which is very new and about to be replaced. Please let me know which version is loaded.
2. Navigate to the DOCSIS WAN tab and copy the signal table, starting with the Downstream Overview line and going to the very bottom of the table, the OFDM/OFDMA Overview section. Select or highlight that entire table, in one go, then right click .... Copy. In a new post, right click .... Paste. That should paste in the entire table, as it appears in the modem. That table will copy and paste, just like any other document table. That's the starting point, to see if there's anything obvious in the signal data.
05-29-2020 09:34 PM
I really appreciate your time on this. Thanks so much.
Here you go:
|Port ID||Frequency (MHz)||Modulation||Signal strength (dBmV)||Channel ID||Signal noise ratio (dB)|
|Receiver||FFT type||Subcarr 0 Frequency(MHz)||PLC locked||NCP locked||MDC1 locked||PLC power(dBmv)|
|Port ID||Frequency (MHz)||Modulation||Signal strength (dBmV)||Channel ID||Bandwidth|
|1||30596000||ATDMA - 64QAM||43.250||3||6400000|
|2||36996000||ATDMA - 64QAM||43.250||4||6400000|
|3||22100000||ATDMA - 64QAM||45.500||1||3200000|
|4||25300000||ATDMA - 64QAM||45.750||2||3200000|
|Channel Index||State||lin Digital Att||Digital Att||BW (sc's*fft)||Report Power||Report Power1_6||FFT Size|
05-29-2020 09:48 PM - edited 05-29-2020 10:31 PM
Ok, all of the downstream DOCSIS 3.0 channels (1 to 32) are low, in terms of their signal level, still within spec, but low. Signal to noise ratios are ok.
The downstream OFDM channel, which the modem uses for its downstream data is probably low as well, but the data to determine that is not shown in the user interface. Tech support has access to that data.
The upstream signal levels are higher than normal for this modem when its running the downstream OFDM channel. Typically those levels are in the 30 to 32 dBmV range. So, there is something afoot, so to speak.
The upstream OFDMA channel isn't enabled yet.
When you have the time and patience, call tech support and ask the Customer Service Rep to run a signal check on the modem. Ask specifically if the downstream OFDM parameters are within spec and ask for that data. It should include the:
1. Signal level
2. Signal to noise ratio
3. The QAM level. (It should be 1024. Anything less indicates that the modem is not running its maximum data rate)
The problem here might be that the modem is fighting to use the downstream OFDM channel and flips back and forth between the upper DOCSIS 3.0 channels and the OFDM channel. For that reason, its important to know the OFDM channel numbers to see if the're well within spec, or boarderline. The tech might give you a hard time about telling you the data, if so, ask for the manager or Tier II tech support. Indicate that you're seeing service dropouts, so knowing specifically what the OFDM channel is running for numbers is important for troubleshooting purposes. Please let me know how the conversation goes.
One thing to note, even with good signal data, you can still end up with service dropouts due to a failing external cable and/or its connectors. At the very least, you probably need a tech visit to inspect that external cable and its connectors. Something as simple as replacing a couple of connectors could resolve the issue. You might need the whole cable replaced. Normally with signal levels in spec, even if low or high, Rogers won't do anything, but, with service dropouts occurring, that should provide some impetus to arrange for a tech visit.
05-29-2020 09:59 PM
05-29-2020 10:35 PM
Ugh, apologies for the typos, corrected as required. Next step, depending on that tech support indicates, is to run a ping test to the Cable Modem Termination System (CMTS), in order to quantify the packet loss that is occurring.
One question that I forgot to ask, are you seeing service dropouts with both ethernet and wifi connected devices or one particular network, ethernet or wifi?
Running a ping test to the CMTS will require an ethernet connected device.
05-31-2020 02:43 PM
I'm actually having exactly the same issue with similar setup, so I'm really interested in the information in this thread. Specifically, all of our devices are on wifi, and we have 1 PC and 1-2 phones that constantly drop the wifi connection for a few seconds and then reconnect. It's gotten worse lately - used to be every few hours, now it seems like multiple times an hour. The modem / router is very close to all devices, so this isn't a distance issue. Rogers said there are no signal issues, and as with the person above, sent out a technician who checked outside, confirmed no issues, and left - they can't come inside due to COVID.
Would love any other suggestions on how to possibly resolve this!
06-01-2020 11:37 AM
Further to your advice, I contacted Rogers and asked the tech to run a signal check on the modem. I asked specifically if the downstream OFDM parameters are within spec and ask for that data.
The reply was as follows. The format looked better on my screen, but I can't get it to paste in here better than this. Sorry if this makes for a tough read:
I have loaded your account on my end with the account number you provided and all the results on your modem are within spec.
The details are listed below.
1. Tx Power (dBmV): 41.5 42.3 42 Rx Power (dBmV): -0.5 0.5 0.7
2. SNR 38.9 40.3 40.9
3. OFDM CHANNEL 1 INFORMATION MER Avg (dB) MER STD (dB) MER 98 Percentile (dB) 37.21 1.3 34.75 min: 29 dB Frequency (MHz) Rx Power (dBmV) min: -12max: 12 dBmV Rx Margin (dBmV) 309 -3.2 -13.2 315 -2.2 -12.2 321 -2.2 -12.2 327 -1.9 -11.9
Min/Max - qam256/qam4096 Modulation Max - Min Delta (dBmV) - 2.80 OFDM CM Rx Margin - TRUE
You also asked me whether I'm seeing service dropouts with both ethernet and wifi connected devices or one particular network, ethernet or wifi? My laptop doesn't have an ethernet port and I don't have the little converter that would let me plug in directly, so I'm always connected by wifi. My wife's laptop has a part, however, so I could connect that for troubleshooting purposes. She always uses hers via wifi only though.
06-02-2020 02:18 PM
Welcome to the Rogers Community Forums!
An intermittent internet connection can become really disruptive. I know how important it is to have a consistent and reliable connection.
@Crwills - Wi-Fi can be affected by numerous factors like attenuation or interference. Have you tried doing a scan of the Wi-Fi networks in your home using a Wi-Fi Analyzer app? It can help determine if there is congestion on the channel that your modem is using. Where is the modem located in your home, is it in a central location?
@dlee1919 - Can you confirm if the light pattern on the modem changes when the connection drops? Since you are unable to confirm if the Ethernet connection drops also we will need to confirm if the modem is dropping the signal as well. The light pattern should have one green light followed by two blue lights and then one green light below when the modem is online.
If the modem is not going offline then the issue is most likely Wi-Fi network related. We'll need to confirm this to ensure we are troubleshooting this issue properly.
We look forward to your response.
06-02-2020 04:22 PM
06-02-2020 05:14 PM
Thanks very much for the response! I have run a WiFi scan using a couple of different applications. I'm not an expert, but I'm not seeing anything that makes me think there's congestion happening.
It's a weird situation, as we have maybe 5-7 devices on our home wifi at any given time, but only a couple have the issue where wifi gets dropped. The main concern is with our desktop computer. Both the computer and the modem / router are in our basement, about ~20 feet from each other. So I can't imagine there would be a lot of interference. But numerous times a day, the wifi will simply drop (sometimes the computer is in use, sometimes not) and I have to manually disconnect. I recently tried splitting our 2.4 and 5.0 networks and connecting different devices to each as appropriate, as opposed to letting the router figure it out. It seems better - maybe? - but I've still seen drops on the desktop since then. The weirdest part is, we have 3 other laptops that are constantly connected - our work computers - and they never have any issues. But the desktop constantly does. Therefore, I'm assuming the issue is on the computer rather than on the router or network, but I'm not sure what I can do to investigate or fix it.
Any help appreciated, thanks!
06-03-2020 06:08 PM
I appreciate running the WiFi scan; what was the signal strength where the devices are dropping the connection?
What's the model of the modem you have? For optimal WiFi performance, the modem should be in standing/vertical position at least one meter above the floor and should have enough clearance around it.
Is the desktop computer connecting to the 5G network? Are you using an external WiFi adapter? Is there any firmware update pending on it? You can also try switching it to the 2.4GHz network or vice-versa to see if the connection remains stable.
06-06-2020 08:11 PM
@dlee1919 I haven't forgotten about you. I was chatting with @RogersAndy last night regarding the OFDM data, but I need to consult with @RogersIan about some of the data.
Regarding your wife's laptop, does it have an ethernet port that would allow a direct connection to the modem?
06-08-2020 08:44 PM
Yes, my wife's laptop does have have an ethernet port so I can wrestle it away from her if need be.
06-08-2020 11:36 PM
@dlee1919 here's what you can do, assuming that you win the wrestling match 🙂
At bed time, connect the laptop to the modem and bring up a command prompt. Run a trace to anywhere, it doesn't matter where:
tracert www.google.ca (for example)
When that is complete, run a ping test to the Cable Modem Termination System (CMTS). With the modem in Gateway mode, the first IP address in the trace is the modem, the second IP address is the CMTS. Ping the CMTS (hop #2).
ping -t xxx.xxx.xxx.xxx (where xxx.xxx.xxx.xxx is that 2nd hop IP address)
ping -t will run a ping test until you terminate it. So, let that run overnight. To terminate the test, use Ctrl +c ( simultaneous Ctrl c) keys. That will terminate the test and display the results. Copy the command box data so that you can post the results. To do that, right click on the command box title bar at the top. Select Edit .... Select All. Right click again, select Edit .... Copy. Paste that into a text editor and then copy the bottom results and paste that into a post.
That will quantify the packet losses to the CMTS.
The path to the CMTS is as follows:
1. Modem to cable ingress splitter or amp (a splitter or amp will be present if you have more than one Rogers service running)
2. Splitter to external demarcation point (something like this which shows fibre instead of cable: https://www.gomultilink.com/categories/demarcation-enclosures/custom-enclosure)
3. Demarcation point to local tap (pedestal or utility pole)
4. Local tap to neighbourhood node
5. Neighbourhood node to CMTS
From modem to local tap, this is RG-6 cable.
From local tap to neighbourhood node, this is hard cable
From neighbourhood node to CMTS is fibre optic.
Normally if there is an issue, that issue is with the external cable run from the external demarcation point to the local tap. This is usually resolved by replacing the external cable and/or its connectors. The external cable and its connectors don't last forever and have to be replaced every few years. That might be a couple of year, it might be 15 years or more, don't know what the real average happens to be. So, replacing that cable and its connectors is fairly routine. There is always the possibility of problems further upstream, starting at the local tap (pedestal or utility pole) or further beyond. If for example the external cable was replaced completely and the issues persisted, that points to issues further upstream.
So, the first step is to quantify the losses that might be occurring, which should be done via ethernet cable to the modem.
06-12-2020 09:26 AM
The tracert is no problem, but I don't understand what IP address I'm then supposed to be pinging. I get this result:
Microsoft Windows [Version 6.3.9600]
(c) 2013 Microsoft Corporation. All rights reserved.
Tracing route to e17165.dsca.akamaiedge.net [2600:140a:0:594::430d]
over a maximum of 30 hops:
1 1 ms 1 ms 1 ms hitronhub.home [2607:fea8:2960:52:6677:7dff:fe61
2 28 ms 12 ms 11 ms 2607:f798:804:196::1
3 19 ms 7 ms 21 ms 2607:f798:10:3087:0:661:8508:9117
4 13 ms 13 ms 12 ms 2607:f798:10:2a2:0:2091:4823:169
5 11 ms 21 ms 12 ms 2607:f798:10:35c:0:2091:4823:5222
6 14 ms 22 ms 12 ms 2607:f798:14:8::1
7 83 ms 125 ms 38 ms ae2.torix-yto.netarch.akamai.com [2600:1488:b000
8 13 ms 16 ms 12 ms g2600-140a-0000-0594-0000-0000-0000-430d.deploy.
06-16-2020 08:06 AM
@dlee1919 sorry to get back to you so late.
You can ping the CMTS using the IPV6 address as indicated on the 2nd hop of the trace. The command would be:
ping -n 3600 2607:f798:804:196::1
A simpler way to do this would be to run an IPV4 trace first which would look like this:
tracert -4 www.google.ca
That will produce the traditional IPV4 addresses which is easier to enter. Same idea here, the first hop is the modems internal address, the second hop is the CMTS, which is the target for the ping command:
ping -n 3600 xxx.xxx.xxx.xxx where xxx.xxx.xxx.xxx is the IP address from the 2nd hop.
06-16-2020 11:22 PM - last edited on 11-30-2020 08:39 PM by RogersZia
Thornhill woods area, internet is broken since Dec 31st.
Called Rogers 2 times and changed modem but still BROKEN.
From tier 1 to 2 technologist just didnt help. We have to reboot the modem 20 times a day if we are home, if it is an unfixable issue please just tell me this time then I can change my internet to bell, there is no point that endure trash internet service and still pay the bill every month.
06-17-2020 12:28 AM - last edited on 06-17-2020 08:23 AM by RogersTony
@YbTL unfortunately this is a user to user forum. From your description and previous posts, you need further assistance, well beyond this forum. Although one shouldn't have to complain to the Office of the President to see any action on a technical problem, let me refer you to the following thread:
You could, if you have the time and patience, send a message to the moderators requesting assistance. They can arrange for Senior Techs (real Rogers techs) to look into the issues. To do that, follow this link @CommunityHelps to their public page. Follow the link to "Send this user a private message" to navigate to the message composition page. Fill in the subject title, the details of the issue and your account number so that the moderators can find the account and home location. You should see an email message when a response has been sent thru the forum message system. To see the message, when you're logged into the forum, look for a number overlaying the avatar at the upper right hand corner of the page. Follow that avatar, it serves as a link to your profile and message boxes. Follow the links down to your message inbox for the response.
Out of curiosity, what modem are you using, a black Hitron modem, where the CGN3xxxxx model is seen on the product sticker on the back of the modem, or the white Hitron CODA-4582? There is only one white modem in use at the present time by Rogers. If you're running the new Ignite TV system, you would have one of the XB6 modems. The model can be found on the bottom of the modem. It will either be an ARRIS TG-3482ER or a Technicolor CGM-4140COM.
06-18-2020 09:15 AM - last edited on 06-18-2020 10:27 AM by RogersMoin
Im sure this has been answered somewhere but figured this would be easier for me.
Not knowing networks very well your advice is greatly appreciated. I currently have the 300u pkg using the hitron gig modem.. i would have thought the wifi would work well but find i can not even use zoom video and audio at the same time.. or even whatsapp video freezes and is choppy. Question is.. would it be recommended to connect a NETGEAR Nighthawk Wireless AC2100 Dual-Band Gigabit Wi-Fi 5 Router (R7200-100CNS) to the hitron and connect wirelessly to the new router for stability? Seems when i have the flakey wireless i go do the home test and it appears fine. But really is it?
Thanks in advance for you response.
06-18-2020 10:13 AM - last edited on 06-18-2020 10:27 AM by RogersMoin
@Woodman29 Before investing in a new router, I would call into Rogers Tech Support. Explain your current problem and ask them to check the signal to your modem and the error stats. It could be a problem with your Internet connection.
If your computer has a wired Ethernet connection, try using that as well to see if it eliminates the choppiness on your video calls.
If it is a Wi-Fi-related problem, it could be due to problems with equipment or it could be caused by the sheer amount of Wi-Fi traffic in your area, especially if you are in an apartment. The only way to confirm that is to install a Wi-Fi scanner on a mobile device or your laptop. (If you have a Mac, all the tools that you need are already built into macOS's Wireless Diagnostics. If you have an iPhone or iPad, Apple's AirPort Utility (available for free in the App Store) has a Wi-Fi Scanner that can be enabled in Settings. If you have a PC, you will need to install additional software, and that can get complicated and may be beyond the comfort level for some.) You can also get a general idea of the amount of Wi-Fi traffic in your area by going into your Wi-Fi settings and try to join a new network. Don't actually join another network... but if you see 30 other Wi-Fi networks in your immediate area, that's a problem... and you can't fix Wi-Fi saturation with a new router with more Wi-Fi power; you might even make the problem worse. However, you can change the Wi-Fi channels that your Hitron modem/gateway is using, and try to find 2.4 and 5 GHz channels that are not used (or are at least less used) by your neighbours.