WAN dropping for 1 minute each day

[automaton]

Long ago I had intermittent connection issues with Rogers. My old thread is here:

https://communityforums.rogers.com/t5/Internet/Internet-goes-down-for-5-minutes-once-to-twice-a-day/...

Since then I moved, and for almost 2 years I've had no issues. Last week, with no changes on my end, I've begun to get intermittent disconnects of the WAN (LAN stays up) through the day. It's usually 1-2 times, and almost always it's after I wake up and begin to use the internet. Sometimes it's also when heavy streaming is taking place (i.e. YouTube on 1 device, and Netflix on another).

When the internet is mostly idle (i.e. overnight) it's fine. But as soon as I wake up and start to put a load on it, the WAN goes down for 1 minute or so. Here's the DOCSIS log (from this morning's disconnect):

It's a Hitron CGN3ACR modem:

Hardware Version 1A
Software Version 4.5.8.40

Any advice would be great. Thanks.

***EDITED LABELS***

[RogersAndy]

Hey @automaton!

I'm glad to hear you had such a solid run without issues! Though this intermittent WAN disconnection might seem troublesome it can be relatively simple to isolate :).

Are you able to provide the following information for us so that we can assist further?

Screenshot of your signal levels, found by logging into your modem.

A screenshot of your WAN and LAN uptime after disconnect. This can be found on the Status page of your modems GUI.

Lastly, can you confirm the error message if applicable, when you mouse over your PC's network icon during disconnect? Ex: "Connected - No Internet"

Thanks so much! Looking forward to getting to the bottom of this with you.

@RogersAndy

[automaton]

@RogersAndy Yes it just happened again now.

I actually included the stream information in the original post, not sure why it's not there now.

Here's the requested screenshots taken with my phone logged into the modem, some info I blanked out just in case:

***Removed images to keep things private***

I put it in an album. Thanks for the help.

[RogersTim]

Thanks for the updated information, @automaton. If possible, can you delete the image with the logs?

Your signal levels look great. Where things seem to go haywire when you put any type of load on your connection, have you tried factory resetting your Gateway?

Beyond that, If all the connections are secure and you haven't added anything since this started; we'll need to take a deeper look into your signal and your overall area. Please give us a PM @CommunityHelps. If you're not sure how to PM us, you can find out more by clicking, Here.

RogersTim

[automaton]

@RogersTim yes, I deleted all the images. Thank you.

If the signal levels in the area are fine, then I guess the question is more about why it fails to get a broadcast answer (as per the log).

It could be a modem issue. Can I just swap out the modem to try a new one? Mine is a bit old, although I like this specific model.

[Datalink]

@automaton if you're going to swap the modem, call the nearest Rogers store before you go there and ask if they have a CGN3ACSMR in stock.  While the various CGN3 modem models are close but not identical, the CGN3ACSMR has usually received any updates before any of the other CGN3 models. 

You might need to call tech support to generate a work order to swap the modem at the local Rogers store.  That has been a recent development but there appears to be no consistency from store to store, as to which requires a work order or ticket, and which don't.

Swapping the modem is one step to determine if this really is a modem issue, or if there's something else going on.  Does your current cable installation use a powered amplifier?  That would be sitting where the cable enters the home, and would have been installed by the Rogers tech. 

[automaton]

@Datalink what does the amplifier look like? I can check. I don't have Rogers cable so it's just this one cable from outside into the modem.

I actually have a ACR, not ACSMR. Not sure if that makes a difference. Thanks.

[automaton · Accepted solution]

FWIW I noticed that the Rogers box outside the house has 3 wires. 1 in, 1 out, and 1 which appears to be a ground that was hooked up to my hydro box casing, but had come loose at some point (it was hanging on the wall).

I reattached the ground and since then the WAN hasn't dropped once.

No idea if it's just correlation or not. Time will tell.

[dz8]

WAN dropping for a few minutes multiple times every day:

I have a Hitron Coda-4582 hardware version 1A, software version 7.1.1.37. A few times every day my internet will go out for a few minutes. Checking the status page shows that my WAN uptime is reset after one of these brief outages:

Here are my signal levels:

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	QAM256	1.599	7	37.355
2	597000000	QAM256	1.700	8	37.636
3	603000000	QAM256	1.799	9	37.636
4	609000000	QAM256	2.000	10	37.355
5	579000000	QAM256	0.799	5	37.636
6	585000000	QAM256	1.099	6	37.355
7	279000000	QAM256	0.900	1	37.355
8	615000000	QAM256	2.099	11	37.636
9	621000000	QAM256	2.299	12	37.355
10	633000000	QAM256	2.200	13	37.636
11	639000000	QAM256	2.200	14	37.355
12	645000000	QAM256	2.200	15	37.636
13	651000000	QAM256	1.799	16	36.609
14	657000000	QAM256	2.599	17	37.355
15	663000000	QAM256	2.599	18	37.355
16	669000000	QAM256	2.400	19	37.355
17	675000000	QAM256	2.299	20	36.609
18	681000000	QAM256	2.400	21	36.609
19	687000000	QAM256	2.400	22	37.355
20	693000000	QAM256	2.299	23	37.355
21	699000000	QAM256	1.700	24	36.609
22	705000000	QAM256	1.599	25	36.386
23	711000000	QAM256	1.099	26	36.386
24	717000000	QAM256	0.700	27	36.609
25	723000000	QAM256	0.599	28	36.386
26	825000000	QAM256	0.900	29	36.609
27	831000000	QAM256	0.700	30	36.386
28	837000000	QAM256	0.500	31	36.386
29	843000000	QAM256	-0.099	32	35.779
30	849000000	QAM256	-0.500	2	35.779
31	855000000	QAM256	-1.000	3	35.595
32	861000000	QAM256	-0.900	4	35.595

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	0.900002

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	38700000	64QAM	42.520	4	6400000
2	21100000	64QAM	38.760	1	3200000
3	32300000	64QAM	41.770	3	6400000
4	25900000	64QAM	40.020	2	6400000
5	0	QAM_NONE	-	---	1600000
6	0	QAM_NONE	-	---	1600000
7	0	QAM_NONE	-	---	1600000
8	0	QAM_NONE	-	---	1600000

I have already tried swapping out my modem for another one, and the problem resurfaced within a few days. Can someone provide me some help? I am very worried about my internet dropping out during an important meeting during while working remotely.

[RogersMoin]

Hello, @dz8.

Thank you for posting your Internet intermittency concern, and welcome to Rogers Community Forums. 

I appreciate you including the signal tables in your post; all the levels look fine. The issue may not be related to the RF signal. 

If you don't live in an apartment building, you can check the solution post of this thread and also this post to see if the coax cable is securely grounded.

Please keep us posted.

Cheers,

RogersMoin

[dz8]

Hi. I checked the cable box outside as well as the box in my basement and all the connections seem to be tight and in decent shape with the ground wires being secure as well. The problem is still persisting. Is there anything else I can do?

Thanks

[RogersJermaine]

Hello @dz8 

Thanks for trying those steps for us! To further assist you, we'd like to obtain more details from you.

When the connection drops, does the light pattern of the modem change? If yes, what is the pattern you are seeing?

Can you connect a device via Ethernet to see if it also drops when your Wi-Fi devices drop?

We have many Residential Experts that may be able to provide additional insight. @Datalink  , @Gdkitty  & @-G- what are your thoughts on this issue?

We look forward to your response.

RogersJermaine

[-G-]

@RogersJermaine  My initial reaction to the signal levels was that while they were all within spec, the power levels looked good but the SNR stats appeared lower than expected. i.e. higher than average noise was likely lowering the SNR.

The Hitron gateways do not provide error stats and we don't have access to stats on the downstream D3.1 channel.  The only other thing that @dz8  can check is whether anything useful got logged in the modem's Events log.

We also don't know how well (or how poorly) the Rogers network is performing throughout the day even while it is up.

Given the time it took for service to come back online , it looks like the DOCSIS WAN interface reset but there is no way for us to tell why this could have happened.  The Rogers support teams need to investigate and assess the health of the Rogers network in the area.  They should also check the uptime and registration time for all modems in the area to see whether just one modem is affected or if we have multiple modems in the area resetting at the same time.

[dz8]

These are my event logs from the last few days:

DOCSIS Logs

The DOCSIS event logs are shown here

(Log removed for security/privacy reasons. Please edit the CM MAC address before posting the log table. - RogersMoin)

It's worth noting that the problem is not happening as often in the past few days, but there are periods of time that come and go where it happens quite frequently multiple times per day. As for the lights on the modem. I can't remember the exact colours/and states of all them all the last time I checked while it was occuring, but I do recall seeing the @ light blinking instead of solid on at least one occasion. 

[dz8]

@-G- Here is an updated docsis log with the CM MAC removed.

Also @RogersJermaine for an update on what the modem lights look like whent he WAN goes down:
- The online (@) and the upstream lights both turn off

- The upstream light (which is usually dark blue) begins blinking green and eventually becomes solid green before returning to being dark blue
- Meanwhile the online light begins blinking green before returning to being solid green

[RogersTony]

Hello, @dz8

Thanks for providing us with those additional details. 

From that description of the light patterns it sounds like the modem is dropping the connection to the network. We'll need to investigate this further. Please send a private message to @CommunityHelps so we can get started on this for you. Not familiar with our private messaging system? No worries, click here.

Regards,

CommunityHelps

RogersTony

[lostcat]

My internet drops every hour for a minute due to DHCP server issue on Roger's end and no one seems to be able to fix or provide a solution. 

The DHCP lease expiry on the modem is set to 59 mins, upon renewal/check in with Roger's DHCP server my services drop for approximately 1 minute.

Seems like I'm not the only one who's had this issue, however, no one has posted a fix.

example link below;

https://communityforums.rogers.com/t5/Internet/Short-DHCP-lease-from-Rogers-causing-brief-internet-d...

My modem was replaced, line checked, and two tickets opened.

FYI - I'm on the new GPON FTTH service.

[-G-]

---

@lostcat wrote:

My internet drops every hour for a minute due to DHCP server issue on Roger's end and no one seems to be able to fix or provide a solution. 

The DHCP lease expiry on the modem is set to 59 mins, upon renewal/check in with Roger's DHCP server my services drop for approximately 1 minute.

My modem was replaced, line checked, and two tickets opened.

FYI - I'm on the new GPON FTTH service.

---

What equipment did Rogers install in your home?  Could you please provide us with the make and model number of the ONT?  I presume that you also have an Ignite XB7 gateway.

Are you using a standard setup or did you disconnect the Ignite gateway and use your own router instead?

Thanks!

[lostcat]

Hi @-G- ,

Equipment below;

ONT: Nokia XS-020X-A

Modem/Gateway: Ignite XB7

As for my setup, it doesn't matter if I use the Rogers XB7 or my own FortiGate Firewall - every hour my internet will drop for a minute.

See the screenshots from my Firewall or the XB7 showing the WAN DHCP Lease time.

[-G-]

@lostcat  Thanks for that info.

I had heard rumours that Rogers may be changing ONT/OLT vendors for upcoming FTTH deployments.  Thanks for confirming that you have the Nokia XS-020X-A ONT.

As for the DHCP lease time, 1 hour is short but still allowable.  A DHCP client will typically try to renew the lease halfway through  the lease time.  At that time, the DHCP server can also choose to extend the client's lease.  It all depends on the policy that is configured in the DHCP server.

Short DHCP lease times can cause problems for some routers but you would think that Rogers would have configured their equipment such that the XB7 would work, and that they would have tested the default configuration extensively.

[lostcat]

Thank you for the comments @-G- 

Some more info from the FortiGate Firewall showing some DHCP Server info before the internet drops.

EDIT: wont let me upload a pic

EDIT2: new post for pic