Random Connection Drop

[uytredyfygilhuo]

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***

[uytredyfygilhuo]

Bump, any ideas?

[RogersCorey]

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

[uytredyfygilhuo · Accepted solution]

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