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Random Connection Drop

uytredyfygilhuo
I've been here awhile

I'm trying to help a friend out, just over a year ago she upgraded to 1.5G service and the new connection is been a complete headache.

 

After the upgrade she received a new modem and it constantly had issues with dropped connections intermittently. She called in and they ended up sending a new modem. The new modem was doing the same thing. Called in again, they ended up sending a tech out. The tech came, said that the line is fine and the the signal is actually too strong so he installed a 3db attenuator at the back of the modem. That brought the downstream power level to 8.5 (which I thing it's still too high, to my knowledge it should be between -7 and +7).

I had a spare 6db attenuator to try out, that brought the power to around 5, but it still didn't fix the issue.

The weird part is that the modem almost always drops the connection between 5am and 7am, or 5pm and 7pm. We know this because I've setup a Zabbix server in AWS and collected stats for almost two months. It doesn't do a full reboot, because the modem uptime remains intact, but the logs shows all kinds of goodies. I'll attach at the end of the message. I've also noticed that other people are running a newer FW version 7.3.4.0.114, her modem is stuck on 7.3.2.0.91. We even bought a new wireless router and put the modem in bridge mode, the disconnects are still there.

 

We don't know what else to do, Rogers Customer service is not helpful, every time she calls in they say "All is good at our end, reboot the modem"

 

Any help is greatly appreciated. Thank you!

 

HW Version:10
Vendor:ARRIS Group, Inc.
BOOT Version:4.2.28.668728
Core Version:dunfell
Model:TG4482A
Product Type:XB7
Flash Part:4857 MB
Download Version:7.3.2.0.91

 

IndexLock StatusFrequencySNRPower LevelModulation

Downstream
Channel Bonding Value
7
8
9
10
2
3
4
5
6
1
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
0
0
33
34
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
 
 
Locked
Locked
591000000
597000000
603000000
609000000
849000000
855000000
861000000
579000000
585000000
279000000
615000000
621000000
633000000
639000000
645000000
651000000
657000000
663000000
669000000
675000000
681000000
687000000
693000000
699000000
705000000
711000000
717000000
723000000
825000000
831000000
837000000
843000000
 
 
352800000
922800000
38.983261
40.366287
40.366287
38.983261
38.605377
38.983261
38.605377
38.983261
38.983261
38.605377
38.983261
38.983261
38.605377
38.983261
38.983261
38.983261
38.983261
38.983261
38.983261
38.983261
38.983261
38.605377
38.983261
38.983261
38.983261
38.605377
38.605377
38.605377
38.605377
38.983261
38.983261
38.983261
 
 
40.79 dB
39.64 dB
5.199997
5.099998
5.000000
4.800003
5.000000
5.000000
5.400002
5.300003
5.300003
1.799999
4.900002
4.900002
5.000000
5.199997
5.599998
5.500000
5.300003
5.300003
5.300003
5.199997
4.699997
4.800003
5.000000
5.000000
4.599998
4.699997
4.800003
4.900002
5.500000
5.599998
4.800003
5.099998
 
 
3.099998 dBmV
6.199997 dBmV
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
 
 
OFDM
OFDM

 

IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type

Upstream
Channel Bonding Value
1
2
3
4
5
Locked
Locked
Locked
Locked
Locked
21100000
38700000
32300000
25900000
45700000-84950000
2560 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
0 KSym/sec
42.010300
43.020599
43.020599
42.520599
53.391663
64QAM
64QAM
64QAM
64QAM
OFDMA
US_TYPE_TDMA_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_OFDMA

 

IndexUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords

CM Error Codewords
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
28714
28537
28408
28275
28139
28027
27876
27739
27596
27461
27306
27194
27014
26790
26671
26511
26370
26256
26125
25968
25856
25728
25599
25464
25352
25172
25005
24889
24762
24607
24494
24366
46
45
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0

 

DHCPv4[31720]: 72001001-DHCPv4 Provision - Completed 2024/1/14 17:45:46 Informational
DHCPv6[32013]: 72001002-DHCPv6 Provision - Completed 2024/1/14 17:45:43 Informational
DHCPv6[32013]: 72001011-DHCPv6 - Missing Required Option 82 2024/1/14 17:45:43 Critical
DHCPv6[32013]: 72001011-DHCPv6 - Missing Required Option 24 2024/1/14 17:45:43 Critical
DHCPv6[32013]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Sun Jan 14 22:45:41 2024 2024/1/14 17:45:43 Critical
DHCPv6[32013]: 72001011-DHCPv6 - Missing Required Option 82 2024/1/14 17:45:42 Critical
DHCPv6[32013]: 72001011-DHCPv6 - Missing Required Option 24 2024/1/14 17:45:42 Critical
eRouterEvents[31668]: 72003004-eRouter enabled as Dual Stack 2024/1/14 17:45:39 Informational
eRouterEvents[28689]: 72003001-eRouter is administratively disabled 2024/1/14 17:44:22 Informational
DHCPv4[19932]: 72001020-DHCPv4 - IP Address Released 2024/1/14 17:44:22 Informational
eRouterEvents[28689]: 72003004-eRouter enabled as Dual Stack 2024/1/14 17:44:21 Informational
DHCPv6[20044]: 72001011-DHCPv6 - Missing Required Option 24 2024/1/14 17:44:21 Critical
DHCPv6[20044]: 72001011-DHCPv6 - Missing Required Option 24 2024/1/14 17:44:21 Critical

 

 

 

***Added Labels***

1 ACCEPTED SOLUTION

Accepted Solutions

Re: Random Connection Drop

Thanks for your input. We've done multiple factory resets, but that wasn't the problem.

 

We ended up calling the 1-800 number for the 10th time and this time we escalated the case to a supervisor that ended up looping in one of the engineers. After 4 hours of hold, being passed around multiple times and troubleshooting with the engineer, he recommended to send the maintenance crew out.

And sure enough, the next day at 10am there were two Rogers vans and a bucket in front of the house, no more clueless contractors. They ended up replacing the street amplifier, the pedestal splitter and repatched all the connections in that pedestal. They also replaced the demarc that's on the side of the house with a weatherproof box, reattached the ground, which was initially just sitting there not attached to anything, installed a 6db attenuator where the cable comes inside the house and replaced the modem with a Gen2. So far so good, you can definitely call this full service, it's just sad that it took so many attempts to get here. What's more infuriating is that we had a contractor come out to investigate and after 10 minutes he said that everything is fine and walked away.

 

As a bonus, the neighbor got his 2 years old "temp" line properly fixed, no more hideous coax cables running from tree to tree. The problem was the pedestal, not the in-ground line.

 

Thanks again

View solution in original post

3 REPLIES 3

Re: Random Connection Drop

uytredyfygilhuo
I've been here awhile

Bump, any ideas?

Re: Random Connection Drop

Greetings @uytredyfygilhuo!

 

A drop in connection that consistently happens between 5AM-7AM could be part of our regular maintenance. If she's still on an older version of the firmware, it may indicate there's an update that is failing to download.

 

Please try factory resetting her modem and see if it then updates to the most recent firmware version. If the issues persist, please have her reach out to us directly on the forums here so we can troubleshoot with her. We can also troubleshoot with if you're in the home with access to the modem.

 

Regards,

RogersCorey

Re: Random Connection Drop

Thanks for your input. We've done multiple factory resets, but that wasn't the problem.

 

We ended up calling the 1-800 number for the 10th time and this time we escalated the case to a supervisor that ended up looping in one of the engineers. After 4 hours of hold, being passed around multiple times and troubleshooting with the engineer, he recommended to send the maintenance crew out.

And sure enough, the next day at 10am there were two Rogers vans and a bucket in front of the house, no more clueless contractors. They ended up replacing the street amplifier, the pedestal splitter and repatched all the connections in that pedestal. They also replaced the demarc that's on the side of the house with a weatherproof box, reattached the ground, which was initially just sitting there not attached to anything, installed a 6db attenuator where the cable comes inside the house and replaced the modem with a Gen2. So far so good, you can definitely call this full service, it's just sad that it took so many attempts to get here. What's more infuriating is that we had a contractor come out to investigate and after 10 minutes he said that everything is fine and walked away.

 

As a bonus, the neighbor got his 2 years old "temp" line properly fixed, no more hideous coax cables running from tree to tree. The problem was the pedestal, not the in-ground line.

 

Thanks again

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