Terrible Connection Issues

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Resident Expert
Resident Expert
Posts: 6,749

Re: Terrible Connection Issues

Did you get a pm response from @CommunityHelps or @RogersMoin ?



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I Plan to Stick Around
Posts: 10

Re: Terrible Connection Issues

I  only messaged them today, right now its happening every 5 minutes, internet is useless at the moment.

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Retired Moderator
Retired Moderator
Posts: 571

Re: Terrible Connection Issues

Hi @cgould1985-2,

 

We have not recieved any PM from you. I just checked the inbox for @CommunityHelps. I’m going to send you a private message from @CommunityHelps, when you receive it please check our messages via the envelope icon which appears in the top right hand side of your screen when you are logged into the forums.

 

Thanks, 

RogersHassam 

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I'm Here A Lot
Posts: 5

Re: Terrible Connection Issues

So there has been a technician who came and changed the splitters outside the house. This did improve the signal slightly for gateway however this was not succesful in fixing the disconnect problem. This was followed up by the replacement of the cgn3acsmr gateway by the request from a person at rogers tech support. Unfortunately, neither of these things seemed to do much in fixing the problem. Once again tonight there was a 2 hour outage where the new router was unable to proving an internet signal via ethernet and wifi. 

 

I will once again post the event logs this time from the new cgn3acsmr gateway. Unfortunately the time and date settings are incorrect.

111/12/15 03:37:0082000200criticalNo Ranging Response received - T3 time-out;CM-MAC=00:fc:8d:86:fb:40;CMTS-MAC=00:14:f1:e9:3c:4e;CM-QOS=1.1;CM-VER=3.0;
211/12/15 03:37:0482000300criticalRanging Request Retries exhausted;CM-MAC=00:fc:8d:86:fb:40;CMTS-MAC=00:14:f1:e9:3c:4e;CM-QOS=1.1;CM-VER=3.0;
311/12/15 03:37:0482000800critical16 consecutive T3 timeouts while trying to range on upstream channel 6;CM-MAC=00:fc:8d:86:fb:40;CMTS-MAC=00:14:f1:e9:3c:4e;CM-QOS=1.1;CM-VER=3.0;
411/12/15 03:37:0485010200warningTCS Partial Service;CM-MAC=00:fc:8d:86:fb:40;CMTS-MAC=00:14:f1:e9:3c:4e;CM-QOS=1.1;CM-VER=3.0;
511/12/15 03:37:2673050200noticeReceived REG-RSP while in REG-HOLD1 state;CM-MAC=00:fc:8d:86:fb:40;CMTS-MAC=00:14:f1:e9:3c:4e;CM-QOS=1.1;CM-VER=3.0;
611/12/15 03:40:2282000400criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:fc:8d:86:fb:40;CMTS-MAC=00:14:f1:e9:3c:4e;CM-QOS=1.1;CM-VER=3.0;
711/12/15 03:40:5782000200criticalNo Ranging Response received - T3 time-out;CM-MAC=00:fc:8d:86:fb:40;CMTS-MAC=00:14:f1:e9:3c:4e;CM-QOS=1.1;CM-VER=3.0;
811/12/15 03:40:5782000700criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=00:fc:8d:86:fb:40;CMTS-MAC=00:14:f1:e9:3c:4e;CM-QOS=1.1;CM-VER=3.0;
911/12/15 03:41:2382000200criticalNo Ranging Response received - T3 time-out;CM-MAC=00:fc:8d:86:fb:40;CMTS-MAC=00:14:f1:e9:3c:4e;CM-QOS=1.1;CM-VER=3.0;
1011/12/15 03:41:2482000700criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=00:fc:8d:86:fb:40;CMTS-MAC=00:14:f1:e9:3c:4e;CM-QOS=1.1;CM-VER=3.0;
1111/12/15 03:41:4982000200criticalNo Ranging Response received - T3 time-out;CM-MAC=00:fc:8d:86:fb:40;CMTS-MAC=00:14:f1:e9:3c:4e;CM-QOS=1.1;CM-VER=3.0;
1211/12/15 03:41:4982000700criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=00:fc:8d:86:fb:40;CMTS-MAC=00:14:f1:e9:3c:4e;CM-QOS=1.1;CM-VER=3.0;
1311/12/15 03:42:1182000200criticalNo Ranging Response received - T3 time-out;CM-MAC=00:fc:8d:86:fb:40;CMTS-MAC=00:14:f1:e9:3c:4e;CM-QOS=1.1;CM-VER=3.0;
1411/12/15 03:42:1282000700criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=00:fc:8d:86:fb:40;CMTS-MAC=00:14:f1:e9:3c:4e;CM-QOS=1.1;CM-VER=3.0;
1511/12/15 03:42:3582000200criticalNo Ranging Response received - T3 time-out;CM-MAC=00:fc:8d:86:fb:40;CMTS-MAC=00:14:f1:e9:3c:4e;CM-QOS=1.1;CM-VER=3.0;
1611/12/15 03:42:5090000000warningMIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=00:fc:8d:86:fb:40;CMTS-MAC=00:14:f1:e9:3c:4e;CM-QOS=1.1;CM-VER=3.0;
1711/12/15 03:43:5573050200noticeReceived REG-RSP while in REG-HOLD1 state;CM-MAC=00:fc:8d:86:fb:40;CMTS-MAC=00:14:f1:e9:3c:4e;CM-QOS=1.1;CM-VER=3.0;
1811/12/15 03:46:5082000400criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:fc:8d:86:fb:40;CMTS-MAC=00:14:f1:e9:3c:4e;CM-QOS=1.1;CM-VER=3.0;
1911/12/15 03:50:0590000000warningMIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=00:fc:8d:86:fb:40;CMTS-MAC=00:14:f1:e9:3c:4e;CM-QOS=1.1;CM-VER=3.0;
2011/12/15 03:51:1073050200noticeReceived REG-RSP while in REG-HOLD1 state;CM-MAC=00:fc:8d:86:fb:40;CMTS-MAC=00:14:f1:e9:3c:4e;CM-QOS=1.1;CM-VER=3.0;




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Resident Expert
Resident Expert
Posts: 6,749

Re: Terrible Connection Issues

Can you repost the signal levels for both downstream and upstream.  The previous signal levels weren't bad, so its a bit perplexing as to why you are having problems.  Those tables are in the STATUS..... DOCSIS WAN page of the modem's user controls / inteface.  Did you have any success with a new network card and swapping the ethernet cable?

 

Just as a side note, the best time to call tech support is when there is a service outage.  The question at that point is whether or not the CSR can communicate with the modem, and if not, whats the source of the problem, the modem or neighborhood node?



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I'm Here A Lot
Posts: 5

Re: Terrible Connection Issues

There have been calls placed during outages and they have lead to these 2 solutions that do not seem to have solved anything at all.  The technicians said the modem was the problem but the same issue happened with a new one tonight...


Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1645000000256QAM-0.30012936.610
2591000000256QAM0.10012137.356
3597000000256QAM0.00012237.356
4603000000256QAM-0.20012337.356
5609000000256QAM-0.50012437.356
6615000000256QAM-0.90012536.610
7621000000256QAM-1.10012636.610
8633000000256QAM-0.60012736.610
9639000000256QAM-0.20012836.610
10651000000256QAM-0.70013036.387
11657000000256QAM-1.10013136.387
12663000000256QAM-1.50013236.387
13669000000256QAM-2.20013336.387
14675000000256QAM-2.20013435.780
15681000000256QAM-0.10013537.636
16687000000256QAM0.40013637.356
17693000000256QAM0.60013737.636
18699000000256QAM0.70013837.636
19705000000256QAM0.60013937.356
20711000000256QAM0.50014037.356
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandWidth
138596000ATDMA - 64QAM39.75053200000
223700000ATDMA - 64QAM38.25076400000
330596000ATDMA - 64QAM39.75066400000
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Resident Expert
Resident Expert
Posts: 6,749

Re: Terrible Connection Issues

Those levels should be ok.  Is your internet working thru the modem at this time, or are you experiencing an outage and posting via smartphone?

 

When you called in during the outage, was the CSR able to communicate with the modem at all, or was the modem not available to him or her?

 

If this is the second CGN3ACSMR, can you check the firmware version listed on the STATUS page.  I'm wondering if you're on the base firmware version which is 4.4.8.14, or if you happen to have 4.5.8.16 loaded yet.    4.4.8.14 is very problematic and will complicate any troubleshooting. 



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I'm Here A Lot
Posts: 5

Re: Terrible Connection Issues

the one time the internet was down and a person was contacted they were not able to communicate with the modem


the problems are usually not long lasting as well so by the time a person is actually contacted usually the internet is up again

 

the firmware for both routers has been the most current one 4.5.8.16 as the first one got updated when I was unable to play league of legends due to the old firmware and the new router came with 4.5.8.16 

is this problem just what is mentioned in this thread and theres nothing can be done untill rogers improves their infrastructure in my area?

 

http://communityforums.rogers.com/t5/forums/forumtopicpage/board-id/Getting_connected/thread-id/3129...


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I'm a Regular
Posts: 272

Re: Terrible Connection Issues

same problem here in my area... keeps happening far too frequently... issue not just with internet but with cable TV as well... black screens on some channels and two way com fails regarding all on demand channels... approaching 20 area failures/outages since begininning of october

 

tech support claims that there has been one visit for repairs in my area each month since august this year (2015)... there have been many more outages... each time i call, the contact person checks other modems in the area and advises that none can be reached by him/her which means its an area outage 

 

rogers is hiding something... what i do know is that toronto hydro has been replacing all the poles in the area and it is starting to look like its some bogus uncoordinated effort... toronto hydro has been working on the poles since late summer... no one is talking, no one seems to know anything

 

all i can say is either toronto hydro is messing up or rogers is hiding something, namely the networks are overloaded

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I Plan to Stick Around
Posts: 68

Re: Terrible Connection Issues

speed/connection issues

 

The speed / connection stability issues back in Toronto.  we should get discounts with these ongoing issues.