Rogers Hitron CODA-4582 Hardware

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Resident Expert
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Posts: 6,050

Re: Rogers Hitron CODA-4582 Hardware

@Bilko if you have Trial Firmware Version 2.0.10.35T1 loaded on your 4582, running a Factory Reset will result in loading the latest network wide firmware version which I believe is 2.0.10.34T6.  DOCSIS 3.1 downstream will continue to run as that is the 4582 operating mode currently employed by Rogers.



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I Plan to Stick Around
Posts: 13

Re: Rogers Hitron CODA-4582 Hardware

Thx Cilio
Im currently 2.0.10.34T6... so ill give it a try, cant be any worse. Lots of stuff goin on thats probably not modem related, but ive tried everything else.
Got a number of port forwarding entries that no one here knows about, crazy jitter and disconnections

I'm Here A Lot
Posts: 5

Re: Rogers Hitron CODA-4582 Hardware

Hi my friends,

Firstly, my English is not good, so I hope you can understand my problem.

 

I have an Internet service, 1Gbps package. Roger gave me CODA-4582U. And almost everyday, the modem reboot as least one time. When the modem reboot, I lose wireless, internet and everything within around 5 minutes. I tried to report to technical support and they sent me technicals (2 times). The technicals didn't login and check the modem, they told me that the problem came from the cable outside the house and they fixed (but it still happen). Before, I use internet from another provider with the same cable but this issue never happen to me. I check in DOCSIS EVENT and I saw few log after each time the modem reboot. So I hope you guys can help me find out what's happening to me.

Thank you for your time and have a good day.

 

(The log contains MAC address - removed for security/privacy reasons - RogersMoin) 

Dear RogersMoin, I post a new log with MACs are censors

Screen-Shot-2018-06-04-at-8.28.41-PM.jpg

I Plan to Stick Around
Posts: 28

Re: Rogers Hitron CODA-4582 Hardware


@phucnb wrote:

Hi my friends,

Firstly, my English is not good, so I hope you can understand my problem.

 

I have an Internet service, 1Gbps package. Roger gave me CODA-4582U. And almost everyday, the modem reboot as least one time. When the modem reboot, I lose wireless, internet and everything within around 5 minutes. I tried to report to technical support and they sent me technicals (2 times). The technicals didn't login and check the modem, they told me that the problem came from the cable outside the house and they fixed (but it still happen). Before, I use internet from another provider with the same cable but this issue never happen to me. I check in DOCSIS EVENT and I saw few log after each time the modem reboot. So I hope you guys can help me find out what's happening to me.

Thank you for your time and have a good day.

 

 

Have you considered returning and exchanging the modem if you are on a rental?

 

(The log contains MAC address - removed for security/privacy reasons - RogersMoin) 


 

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Posts: 6,050

Re: Rogers Hitron CODA-4582 Hardware

@phucnb the reason that the field technicians didn't log into your modem is that they are able to access the modem data thru their field equipment and pc's, which connect via wireless link to Rogers systems.  So their able to look at the signal levels and probably the logs as well, prior to arriving at your home.  That enables them to check any connections at the local node and determine if anything that they have done at the node has made any impact on the modem's operation.  

 

For now, can you log into the modem and navigate to the STATUS .... DOCSIS WAN tab.  That tab contains two tables, the upper table is modem specific data.  The lower table is the signal levels and signal to noise data.  Can you copy that lower table, from top to bottom and paste it into a post.  With the data available we can have a look at the signal levels and signal to noise ratios to see if there is any that appears to be a problem. 

 

Usually the only reason for the modem to go offline is when it loses contact with the Cable Modem Termination System (CMTS).  The CMTS provides control over all of its connected modems as well as data services to the modems.  The modem will reboot on its own if it cannot connect to the CMTS. 

 

If the modem goes offline, that is the best time to call tech support.  If you can reach tech support while the modem is offline that is absolutely the best time to be chatting with a Customer Service Representative from Tech Support.  Its much easier to troubleshoot a problem with a failure in progress rather than afterwards when the modem is operating normally.  This all depends on how long the modem is offline, but, give that a try if its possible. 

 

From what you have indicated, its possible that the other modem was more tolerant of minor disconnects.  



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Posts: 5

Re: Rogers Hitron CODA-4582 Hardware

Technical support suggest me to swap a new one but I want to find out what wrong with my modem. 

I'm Here A Lot
Posts: 5

Re: Rogers Hitron CODA-4582 Hardware

 

@Datalink wrote:

@phucnb the reason that the field technicians didn't log into your modem is that they are able to access the modem data thru their field equipment and pc's, which connect via wireless link to Rogers systems.  So their able to look at the signal levels and probably the logs as well, prior to arriving at your home.  That enables them to check any connections at the local node and determine if anything that they have done at the node has made any impact on the modem's operation.  

 

For now, can you log into the modem and navigate to the STATUS .... DOCSIS WAN tab.  That tab contains two tables, the upper table is modem specific data.  The lower table is the signal levels and signal to noise data.  Can you copy that lower table, from top to bottom and paste it into a post.  With the data available we can have a look at the signal levels and signal to noise ratios to see if there is any that appears to be a problem. 

 

Usually the only reason for the modem to go offline is when it loses contact with the Cable Modem Termination System (CMTS).  The CMTS provides control over all of its connected modems as well as data services to the modems.  The modem will reboot on its own if it cannot connect to the CMTS. 

 

If the modem goes offline, that is the best time to call tech support.  If you can reach tech support while the modem is offline that is absolutely the best time to be chatting with a Customer Service Representative from Tech Support.  Its much easier to troubleshoot a problem with a failure in progress rather than afterwards when the modem is operating normally.  This all depends on how long the modem is offline, but, give that a try if its possible. 

 

From what you have indicated, its possible that the other modem was more tolerant of minor disconnects.  

Screen Shot 2018-06-04 at 8.38.23 PM.png

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Posts: 1,067

Re: Rogers Hitron CODA-4582 Hardware


@phucnb wrote:

Hi my friends,

Firstly, my English is not good, so I hope you can understand my problem.

 

I have an Internet service, 1Gbps package. Roger gave me CODA-4582U. And almost everyday, the modem reboot as least one time. When the modem reboot, I lose wireless, internet and everything within around 5 minutes. I tried to report to technical support and they sent me technicals (2 times). The technicals didn't login and check the modem, they told me that the problem came from the cable outside the house and they fixed (but it still happen). Before, I use internet from another provider with the same cable but this issue never happen to me. I check in DOCSIS EVENT and I saw few log after each time the modem reboot. So I hope you guys can help me find out what's happening to me.

Thank you for your time and have a good day.

 

(The log contains MAC address - removed for security/privacy reasons - RogersMoin) 

Dear RogersMoin, I post a new log with MACs are censors

Screen-Shot-2018-06-04-at-8.28.41-PM.jpg


@phucnb looking at those logs you have Sync errors, I'm betting that's when the modem reboots. Sync errors happen when the modem loosing the connection to Rogers CMTS. I also saw your signal levels, they are right on the edge of being too high. I would call Rogers and ask them to send a senior tech since you've had repeated problems. Your upstream levels are also close to the noise floor so that could be causing the modem to loose the connection to the CMTS. 



I've Been Here Awhile
Posts: 3

Re: Rogers Hitron CODA-4582 Hardware

I just received the FW 2.0.10.35T1 early this morning. I was previously on 2.0.10.34T6 since yesterday. I switched from the 250u plan which is no longer offered and they bumped me up to 500u. After two swaps of the coda-4582 modems (no dots), my downloads could not get pass 200 mbps and uploads are below 5 mbps. So last night, I checked my splitter and moved the cable for the modem to the -3.5dB attenuator output and switched it with my cable TV (now on the -7 dB out). I checked the signals for downstream and it's between 38-40 dB. After doing so, my download hits 400+ Mbps (sometimes topping at 600 mbps) using speedtest.net (not rogers speedcheck). However, my uploads cannot get pass 5 mbps. After the firmware upgrade this morning, I can now see upload up to 20 mbps and down of 450+. So I think whatever they changed in 2.0.10.35T1, it fixed the upload issues. I'm now grinning at the moment and hopefully the next update would not mess this up. Out of curiosity, I connected my modem directly to the incoming cable (prior to the splitter) and I see hign SNR and my downloads can go only up to 5 mbps. It seems that the splitter is required inorder to stabilize the signals. I also don't have any filters installed. FYI, I'm on bridge mode with an AC68u using the Asus Merlin firmware 384.5. I turned on CTF-FA for the switch control which seems to improve the download speed on my end.
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Posts: 1,067

Re: Rogers Hitron CODA-4582 Hardware

@dcaffeine8d


@dcaffeine8d wrote:
I just received the FW 2.0.10.35T1 early this morning. I was previously on 2.0.10.34T6 since yesterday. I switched from the 250u plan which is no longer offered and they bumped me up to 500u. After two swaps of the coda-4582 modems (no dots), my downloads could not get pass 200 mbps and uploads are below 5 mbps. So last night, I checked my splitter and moved the cable for the modem to the -3.5dB attenuator output and switched it with my cable TV (now on the -7 dB out). I checked the signals for downstream and it's between 38-40 dB. After doing so, my download hits 400+ Mbps (sometimes topping at 600 mbps) using speedtest.net (not rogers speedcheck). However, my uploads cannot get pass 5 mbps. After the firmware upgrade this morning, I can now see upload up to 20 mbps and down of 450+. So I think whatever they changed in 2.0.10.35T1, it fixed the upload issues. I'm now grinning at the moment and hopefully the next update would not mess this up. Out of curiosity, I connected my modem directly to the incoming cable (prior to the splitter) and I see hign SNR and my downloads can go only up to 5 mbps. It seems that the splitter is required inorder to stabilize the signals. I also don't have any filters installed. FYI, I'm on bridge mode with an AC68u using the Asus Merlin firmware 384.5. I turned on CTF-FA for the switch control which seems to improve the download speed on my end.

Can you post the DOCSIS Signal levels. You want the Signal level between -10 and +10, with 0 being optimal.