WAN dropping for 1 minute each day

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dz8
I've Been Here Awhile
Posts: 4

Re: WAN dropping for 1 minute each day

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
Moderator
Moderator
Posts: 8

Re: WAN dropping for 1 minute each day

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-
Resident Expert
Resident Expert
Posts: 2,357

Re: WAN dropping for 1 minute each day

@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
I've Been Here Awhile
Posts: 4

Re: WAN dropping for 1 minute each day

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
I've Been Here Awhile
Posts: 4

Re: WAN dropping for 1 minute each day

@-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

 

Inkeddocsis event log 2_LI.jpg

RogersTony
Moderator
Moderator
Posts: 1,279

Re: WAN dropping for 1 minute each day

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