Re: Unstable 500u internet

Meppo · ‎01-11-2019

Update:
I contacted a Rogers Ignite concierge who passed me off to tech support, then tier 2 tech support, who observed intermittent package loss during a period of time when my service was exceptionaly poor. They scheduled a tech to come and take some local signal strength measurements and replace my modem.
The tech came, didn’t replace my modem, and said he had found the problem: A “dirty” connection in the box attached to my house which was causing a -2db drop. Now, as an electronics engineer, I know this to be a line of nonsense. This level of signal drop is insignificant, and unmeasurable. I suspect he couldn’t find any problems and didn’t have a spare modem with him.
A few hours later the TV was unwatchable again and the Internet was useless.
I called tech support again and then they wanted to schedule another tech to come to do the same thing. I said I was not willing to give any more of my time to this issue. At that point, they changed their story. Now they say that the problem is due to a known, ongoing problem that should be resolved in a few days. Their solution is for me, the customer, to unplug power and coax from my modem every few hours in order to stabilize my service. Wow! just wow...
I will give Rogers a week to get me the service that I’ve been paying for. If not, I’m cancelling snd I want every cent I’ve paid for the last two months, plus all the overage charges on my cell because my phone always switching to LTE while I’m at home. I think it should all be refunded even if they get it working.

RogersAndy · ‎01-12-2019

Hey @Meppo,

Given the circumstances surrounding the issues you're facing with your internet connection you're well within your right to be skeptical, but I'm confident we can assist and see what's going on with your service as well as seeing a resolution to it. To start would be be able to log into your modem and provide me with a screen shot of the signal levels? Also any indication of what it is you've been experiencing and when?

RogersAndy

Meppo · ‎01-13-2019

This forum doesn’t appear to have the ability to accept uploaded images. At least not the mobile version.
Doesn’t matter though. I have an Ignite box literally right next to the modem with a near perfect signal and it is also unwatchable. The box loses its internet signal and freezes. The box is still running (can bring up menus etc) and most times changing the channel back and forth brings it back. The Ignite system does not appear to be the problem. It’s the internet. Like I said, a quick google search takes 5+ seconds if it works at all. I usually have to hit search a few times before it goes through. It’s as if my internet connection goes to sleep when left idle for a few seconds.

kevinspacey · ‎01-13-2019

Even though it is not as bad as before I still have intermittent loss of internet on a daily basis most of the time the outage is between 2 to 4 and 8 to 9.
Please find my signal logs. Don't know why SIgnal to noise ratio is negative on some channels

DOCSIS WAN
This menu displays both upstream and downstream signal parameters

DOCSIS Overview
Network Access Permitted
IP Address
Subnet Mask 255.255.240.0
Gateway IP Address
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 597000000 256QAM 0.800 8 38.983
2 849000000 256QAM -0.800 2 37.636
3 855000000 256QAM -0.900 3 35.595
4 861000000 256QAM -1.200 4 37.356
5 579000000 256QAM 0.900 5 38.983
6 585000000 256QAM 1.000 6 38.983
7 591000000 256QAM 0.700 7 38.983
8 303000000 256QAM 1.000 1 40.366
9 603000000 256QAM 0.800 9 38.983
10 609000000 256QAM 0.600 10 38.983
11 615000000 256QAM 0.700 11 38.983
12 621000000 256QAM 0.700 12 38.983
13 633000000 256QAM 1.100 13 40.366
14 639000000 256QAM 1.200 14 40.366
15 645000000 256QAM 1.100 15 40.366
16 651000000 256QAM 1.100 16 40.366
17 657000000 256QAM 0.900 17 40.946
18 663000000 256QAM 0.700 18 38.983
19 669000000 256QAM 0.600 19 38.983
20 675000000 256QAM 0.400 20 38.605
21 681000000 256QAM 0.300 21 38.983
22 687000000 256QAM 0.400 22 38.983
23 693000000 256QAM 0.300 23 38.983
24 699000000 256QAM 0.400 24 38.983
25 705000000 256QAM 0.300 25 38.605
26 711000000 256QAM 0.200 26 40.366
27 717000000 256QAM -0.200 27 38.983
28 723000000 256QAM -0.400 28 38.983
29 825000000 256QAM -0.500 29 35.780
30 831000000 256QAM -0.300 30 37.356
31 837000000 256QAM -0.500 31 37.636
32 843000000 256QAM -0.700 32 37.356
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 1.000000
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 30596000 ATDMA - 64QAM 34.250 3 6400000
2 13696000 ATDMA - 64QAM 32.500 1 6400000
3 23700000 ATDMA - 64QAM 33.750 2 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

juched · ‎01-13-2019

Disconnects and Sync Timing errors in Modem

Been running 500U for a while, with a CODA-4582U modem in bridge mode. Been watching it on and off for a while now where my internet drops and then comes back 30 seconds to a minute later.

Looking for some insight on this one. A physical issue with my line?

Here are the errors in the log. See the loss of sync? And only a partial restore?

8 01/13/2019 22:38:04 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=90:XX:XX:XX:XX:XX;CMTS-MAC=00:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
9 01/13/2019 22:38:05 82000300 critical Ranging Request Retries exhausted;CM-MAC=90:XX:XX:XX:XX:XX;CMTS-MAC=00:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
10 01/13/2019 22:38:05 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=90:XX:XX:XX:XX:XX;CMTS-MAC=00:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
11 01/13/2019 22:38:05 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=90:XX:XX:XX:XX:XX;CMTS-MAC=00:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
12 01/13/2019 22:38:06 82000300 critical Ranging Request Retries exhausted;CM-MAC=90:XX:XX:XX:XX:XX;CMTS-MAC=00:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
13 01/13/2019 22:38:06 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=90:XX:XX:XX:XX:XX;CMTS-MAC=00:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
14 01/13/2019 22:38:07 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=90:XX:XX:XX:XX:XX;CMTS-MAC=00:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
15 01/13/2019 22:38:08 82000300 critical Ranging Request Retries exhausted;CM-MAC=90:XX:XX:XX:XX:XX;CMTS-MAC=00:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
16 01/13/2019 22:38:08 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=90:XX:XX:XX:XX:XX;CMTS-MAC=00:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
17 01/13/2019 22:39:19 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=90:XX:XX:XX:XX:XX;CMTS-MAC=00:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
18 01/13/2019 22:39:24 84000500 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=90:XX:XX:XX:XX:XX;CMTS-MAC=00:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
19 01/13/2019 22:39:37 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=90:XX:XX:XX:XX:XX;CMTS-MAC=00:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
20 01/13/2019 22:39:59 84000700 warning RCS Partial Service;CM-MAC=90:XX:XX:XX:XX:XX;CMTS-MAC=00:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

Here is my downstream. See how 6 of the entries have a real low signal to noise ratio?

Downstream Overview
Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	256QAM	4.000	7	38.983
2	849000000	256QAM	2.800	2	38.983
3	855000000	256QAM	2.300	3	38.983
4	861000000	256QAM	1.700	4	38.983
5	579000000	64QAM	3.600	5	4.191
6	585000000	64QAM	4.100	6	4.191
7	591000000	64QAM	4.100	1	4.191
8	597000000	64QAM	4.100	8	4.191
9	603000000	64QAM	4.400	9	4.191
10	609000000	64QAM	4.800	10	4.191
11	615000000	256QAM	4.700	11	38.983
12	621000000	256QAM	4.500	12	40.366
13	633000000	256QAM	4.300	13	38.605
14	639000000	256QAM	4.500	14	40.946
15	645000000	256QAM	5.000	15	40.366
16	651000000	256QAM	5.400	16	40.366
17	657000000	256QAM	5.500	17	38.983
18	663000000	256QAM	5.600	18	38.605
19	669000000	256QAM	6.100	19	38.983
20	675000000	256QAM	6.400	20	38.983
21	681000000	256QAM	6.200	21	40.366
22	687000000	256QAM	5.900	22	38.983
23	693000000	256QAM	5.500	23	38.983
24	699000000	256QAM	5.500	24	40.366
25	705000000	256QAM	5.300	25	38.983
26	711000000	256QAM	5.100	26	40.366
27	717000000	256QAM	4.900	27	38.983
28	723000000	256QAM	5.100	28	38.983
29	825000000	256QAM	5.700	29	38.983
30	831000000	256QAM	5.000	30	38.983
31	837000000	256QAM	4.100	31	38.605
32	843000000	256QAM	3.300	32	38.983

Upstream seems ok:

Upstream Overview
Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	30596000	ATDMA - 64QAM	33.500	1	6400000
2	38596000	ATDMA - 64QAM	37.500	3	3200000
3	23700000	ATDMA - 64QAM	32.250	2	6400000

Thank you!

RogersMoin · ‎01-14-2019

Hello, @juched.

I appreciate your detailed post; the issue could be internal. The matter could be related to the coax riser cable or related to other components of the coax cabling inside your home.

Have you made any changes, like relocating the modem or add a splitter etc. prior to noticing the intermittency?

Please keep us posted.

Cheers,

RogersMoin

Meppo · ‎01-14-2019

RogersMoin,

I haven’t made any changes. It’s exactly as the installing tech left it. There are no splitters or filters. The coax comes from the street to my house, through a few couplings that the tech installed and connects directly to my modem and nowhere else.

RogersMoin · ‎01-15-2019

Hello, @Meppo.

Sorry for the confusion, my question was directed to @juched. It's possible you may be experiencing a similar issue. It's certainly good to know there were no changes made to the installation.

As asked in the previous response by RogersAndy can you post the signal levels for the analysis?

Thanks,

RogersMoin

Vladimir1 · ‎01-16-2019

Hi,

Please read my today's post (from Vladimir1) regarding my first experience with Ignite 500, Hitron CODA-4582 modem and DNS: Device is vulnerable to attack.

Vulnerability ID CVE-2017-14491 (if it really exists as Avast antivirus reports) may cause many problems including instability in modem work.

RogersAndy · ‎01-17-2019

Hey @Vladimir1!

The issue you presented can likely be addressed by a firmware update as recommended for you :). This particular DNS overflow issue isn't likely to be a general concern. We have forwarded your feedback though to the appropriate parties for testing and should we have any available updates pertaining to it we'll keep the community informed.

RogersAndy

Unstable 500u internet

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