Lost MDD Timeout every 7 mins for 4 weeks

[Tigerg]

Hi Rogers

I have rogers internet intermittent disconnect every 7 mins for 4 weeks. Rogers sent 6 tech to my home try to fix it and doesnt work. Then they called three times maintain team to check it and the result is the area is fine, but the problem is still there. The tech went my home and the phone tech support doesnt know what mdd time out means.  I just sighed two year contract with rougers and the problem start at the 3rd day, NEED HELP!!!!!!!!

My roger internet is  Ignite Internet Gigabit

with Modem: CODA-4582U

Docsis Event:

4

12/22/2018 22:54:43

84020200

warning

Lost MDD Timeout; **Removed MAC due to privacy concerns -- RogersZia** CM-QOS=1.1;CM-VER=3.1;

the docsis keep showing lost mdd timeout every 7 mins then i lost internet. after 1-2 min the internet back on.

Docsis Wan:

This menu displays both upstream and downstream signal parameters

DOCSIS Overview

Network Access	Permitted
IP Address	7.xx.xxx.xxx
Subnet Mask	255.255.240.0
Gateway IP Address	7.xx.xxx.x
DHCP Lease Time	😧 07 H: 00 M: 00 S: 00

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	256QAM	8.200	7	40.366
2	849000000	256QAM	12.300	2	40.366
3	855000000	256QAM	11.900	3	40.366
4	861000000	256QAM	11.800	4	40.366
5	579000000	256QAM	8.000	5	40.366
6	585000000	256QAM	8.000	6	40.366
7	303000000	256QAM	1.600	1	37.636
8	597000000	256QAM	8.700	8	40.366
9	603000000	256QAM	9.600	9	40.366
10	609000000	256QAM	9.800	10	40.946
11	615000000	256QAM	9.800	11	40.946
12	621000000	256QAM	9.200	12	40.366
13	633000000	256QAM	8.500	13	40.366
14	639000000	256QAM	8.700	14	40.366
15	645000000	256QAM	9.500	15	40.366
16	651000000	256QAM	10.100	16	40.946
17	657000000	256QAM	10.700	17	40.946
18	663000000	256QAM	11.200	18	40.946
19	669000000	256QAM	11.200	19	40.366
20	675000000	256QAM	11.300	20	40.946
21	681000000	256QAM	11.300	21	40.946
22	687000000	256QAM	11.700	22	40.946
23	693000000	256QAM	12.200	23	40.946
24	699000000	256QAM	12.400	24	40.946
25	705000000	256QAM	12.400	25	40.946
26	711000000	256QAM	11.900	26	40.946
27	717000000	256QAM	11.400	27	40.366
28	723000000	256QAM	10.700	28	40.366
29	825000000	256QAM	13.100	29	40.366
30	831000000	256QAM	13.100	30	40.366
31	837000000	256QAM	12.500	31	40.366
32	843000000	256QAM	12.100	32	40.946

OFDM Downstream Overview

Receiver	FFT type	Subcarr 0 Frequency(MHz)	PLC locked	NCP locked	MDC1 locked	PLC power(dBmv)
0	NA	NA	NO	NO	NO	NA
1	4K	275600000	YES	YES	YES	5.400002

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	30596000	ATDMA - 64QAM	30.500	4	6400000
2	38596000	ATDMA - 64QAM	34.000	6	3200000
3	23700000	ATDMA - 64QAM	29.250	5	6400000

OFDM/OFDMA Overview

Channel Index	State	lin Digital Att	Digital Att	BW (sc's*fft)	Report Power	Report Power1_6	FFT Size
0	DISABLED	0.5000	0.0000	0.0000	-inf	-1.0000	4K
1	DISABLED	0.5000	0.0000	0.0000	-inf	-1.0000	4K

[RogersAndy]

Hey @Tigerg,
 

Intermittency can be incredibly difficult to deal with to say the least! Thank you for providing your modem details, basic signal wise everything looks good. The Mac Domain Descriptor timeout isn't a concern though as that's more or less a note than it is a warning. The MDD is transmitted every couple of seconds on the downstream channels and if there's an excess of them dropped the timer expires and it begins looking for them again. 

One off's like these can occur for a number of reasons but there's no indication as of yet that it's pointed to a connectivity issue. 

Would you mind confirming for me what occurs with the light pattern on your modem when the connection drops? This could give us a better idea of what's occurring. 

RogersAndy

[Tigerg]

The light on the modem looks normal, one light blue one dark blue.

When the MDD timeout, I can not connect to internet and all my connection disconnected.

It takes 30 sec to 2 min to get internet back.

[Hucklebury]

To me it looks like the signal strength dbmv are too high.  Possible some type of configuration error with coax splitters etc. Maybe @Datalink can provide some assistance with this one.

[Eelsisy]

I have the same Error along with other Errors, Rogers sent 4 technician so far and they checked all the cables and removed all splitters inside the house, they also replaced the modems 4 times and the Errors still the same.


Hitron
Status
This menu shows the status of the device

System Information
DOCSIS Provisioning
DOCSIS WAN
DOCSIS Event
Wireless
MoCA
DOCSIS Logs
The DOCSIS event logs is shown here

(Log file removed for security/privacy reasons. Please edit the CM MAC address before posting the file. /RogersMoin.)

[RogersMoin]

Hello, @Eelsisy.

Thank you for joining this discussion; intermittent connection can be quite disruptive.

We can look into diagnosing the issue for you. To get a better understanding of the problem, please answer the following:

• How often is the connection getting dropped? 
• When was the last time you have lost the connection? 
• When the connection is lost, is the modem rebooting?
• Can you provide the LAN and WAN up times? It's listed under the Status menu. 

Cheers,

RogersMoin

[Duffy_YYZ]

I have the same problem, and I've had multiple technicians and endless hours on a hopeless support line

Tomorrow I'm supposed to be getting my modem swapped.

It's been almost 6 weeks of intermittent Internet use with the Rogers ignite business plan.

Tomorrow I have a call at noon with Bell Canada to put in Fibe.  I'm hopeful between these two clowns (Bell/Rogers) I'll at least have one Internet access point working.

Final note, not sure who Rogers uses as outsource technical support but these guys are beyond hopeless.

[Datalink]

@Duffy_YYZ if you haven't done so already, with previous multiple tech visits, you should be asking for a senior (real Rogers) tech.  He or she should be able to solve the problem, or call in a maintenance crew.  Assuming that you're in a house, how long has the external cable been place?  Has it been replace during any of the tech visits?