FEEDBACK - Rogers Rocket Wi-Fi Modem Firmware Trial

[RogersMargaret]

Hello Community,

We are currently offering our users an exclusive opportunity to participate in an upcoming trial of the new firmware for our Rocket Wi-Fi Modem (CGN3ACR, CGN3AMR and CGN3ACSMR) and Rocket Gigabit Wi-Fi Modem (CGN3552 and CODA-4582). For details of this program, please see this thread.

This thread will be used for feedback regarding the firmware.  We've invited @RogersSergio, @RogersSyd & @RogersBob from our Networking team to participate in this thread.  Your feedback is very valuable and will be used to enhance the firmware before it is released publicly.

Thank you for your continued feedback and support.

[RogersDave]

Hi @lethalsniper,

As @Datalink mentionned your signal levels are fine except that you are missing channel 14 (which I'll try to follow-up on next week) but this is not causing your issues.

I checked your entire neighborhood and upstream usage was extremelly high last night, the highest I've seen in your area ever. This could cause some slowness. If the usage remains high like this every day, it will trigger work to augment capacity in your area.

Dave

[RogersDave]

---

@Eniex wrote:

When will the CODA be available for 100u users? I asked my local store yesterday and they told me that only people with the gigabit plan are allowed to switch to the CODA.

---

@Eniex, the CODA-4582 is available for Ignite Gigabit, 250u, 100u and 70u (Atlantic) Internet packages.

Now one thing to keep in mind is that is available for Ignite plans. If you are on a grandfathered plan (Hybrid Fibre 100 Unlimited for example), it will not be available and you will need to switch to Ignite 100u first.

Dave

[lethalsniper]

@RogersDave thanks for the reply, so what if the upstream usage remains high in my area what do I do from here do I need to call customer service because I'm still experiencing same issue ?

[H3RCU73S]

HEY @RogersDave

Can you scan my connection?  I have a feeling that there might be something on my network contributing to this deplorable connection, I miss my fast Gigabit connection

http://www.speedtest.net/my-result/5946288005

PM me and ill give you my modem MAC

[H3RCU73S]

Also...THANKS TO EVERYONE!  I have been using this forum to solve many Rogers "situations" during my time being a customer, this forum is supreme compared to the agents on the phone. 

[prateeck7]

@RogersDave Do you have privilege to check on traffic in my area or any other issues? If so, can you please check if eveything looks fine from your end in my area?

I wish storm came and knocked out Rogers pole so that they have to come and install the it properly. At this point, I suspect, coupled with this modem, the pole outside (I think 3-5 houses share the line from that box) is limiting my actual download speed.

[Alex4161]

@prateeck7

While @RogersDave can check this, I would suggest is to contact Rogers Support and tell them that you have speed issues and would like them to check the area to see if there are any problerms.

I had the same issue earlier last week and called into Rogers Support and they tested my area.  They determined that I had high latency and packet losses and opened a ticket to investigate.  Make a note of the case number (starts with C) , the agents name and the time/date when the ticket was opened. I always ask for a automated callback when it is resolved.   Sometimes these things can take a few weeks to resolve.  The auto call will tell you when it is fixed or if it taking longer to resolve.

Once it is resolved, you can call in to Rogers Support and give them the case number and they can give you some service credits (from the time the ticket is raised till when it is resolved) if the service is impacted as a result of this.  

[BS]

@prateeck7 @Alex4161

Prateek7:  I would concur with the recommendation that Mahomed just made. Earlier last fall, we had a complete outage of our Internet.  I called in and we got it back in few days.  I asked for a small compensation by giving him the service ID and the history.  He didn't even question, he gave me credit beyond the total days of full outage, because he had in my record that the area had been having outages on and off in the neighbourhood for a few days.

So it is worth it to get the issue documented and on the record for two reasons - it helps them for identifying recurring issues in the neighbourhood or your own connection, so helps with trouble shooting, and it also provided for a very fair response to compensation.  When I call in, they often look at the neighbourhood at the same time, but I always ask what the status of the neighbourhood is.  It serves as a reminder to them if it gets missed, and allows me to know what they are dealing with - if just on my connection, they will probably be able to fix quickly, if neighbourhood, may be longer.  Plus it may provide evidence for a suggestion of compensation.

Once this gets cleared up for you, then you can go back to considering testing of your modem with the beta trials, knowing that any line issues are resolved.

Bruce

[spigirl]

I signed up for the trial because we were having issues where the modem would lose connection and have to be rebooted.  It would happen as infrequently as once every few days, to as much as a couple of times per day.  Since the new firmware was installed, we are still having this issue.  

15	01/06/17 13:48:50	82000200	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:93:a5:99;CM-QOS=1.1;CM-VER=3.0;
16	01/06/17 17:37:55	90000000	warning	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:93:a5:99;CM-QOS=1.1;CM-VER=3.0;
17	01/06/17 17:37:57	73040100	notice	TLV-11 - unrecognized OID;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:93:a5:99;CM-QOS=1.1;CM-VER=3.0;
18	01/09/17 10:08:24	82000200	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:93:a5:99;CM-QOS=1.1;CM-VER=3.0;
19	01/09/17 12:37:18	90000000	warning	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:93:a5:99;CM-QOS=1.1;CM-VER=3.0;
20	01/09/17 12:37:20	73040100	notice	TLV-11 - unrecognized OID;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:93:a5:99;CM-QOS=1.1;CM-VER=3.0;

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	615000000	256QAM	-4.200	35	37.636
2	609000000	256QAM	-4.200	34	37.356
3	603000000	256QAM	-3.800	33	37.356
4	621000000	256QAM	-4.700	36	37.356
5	633000000	256QAM	-4.700	37	36.610
6	639000000	256QAM	-4.800	38	36.610
7	645000000	256QAM	-4.800	39	37.356
8	651000000	256QAM	-5.100	40	36.387
9	657000000	256QAM	-5.100	41	36.610
10	663000000	256QAM	-5.200	42	36.610
11	669000000	256QAM	-5.200	43	36.610
12	675000000	256QAM	-5.100	44	36.610
13	681000000	256QAM	-5.100	45	36.610
14	687000000	256QAM	-5.000	46	36.610
15	693000000	256QAM	-4.700	47	37.356
16	699000000	256QAM	-4.800	48	37.356
17	705000000	256QAM	-4.800	49	37.356
18	711000000	256QAM	-4.800	50	37.356
19	717000000	256QAM	-5.100	51	36.610
20	723000000	256QAM	-4.900	52	36.610
21	825000000	256QAM	-4.800	53	37.356
22	831000000	256QAM	-5.200	54	37.356
23	837000000	256QAM	-5.200	55	37.636
24	843000000	256QAM	-5.400	56	37.356

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	BandWidth
1	23700000	ATDMA - 64QAM	41.000	2	6400000
2	38596000	ATDMA - 64QAM	41.500	3	3200000
3	30596000	ATDMA - 64QAM	39.500	1	6400000

Updated...@Datalink

[Datalink]

Hi @spigirl

Can you replace your cable modem's MAC address in the post with the following or delete the whole data group.  Copy and paste this in its place in the four event lines:

CM-MAC=xx:xx:xx:xx:xx:xx

Can you log into your modem again, navigate to the STATUS .... DOCSIS WAN page, copy the Downstream and Upstream tables and paste those tables into a post.  The copy and paste process will paste in the text contents of the tables.  Those tables are the signal levels and signal to noise ratios which may indicate why your having problems with your internet service.

[JohnBeaudin]

@RogersDave

is firmware .20 patch notes being released today? ( for CODA modem)

[RogersDave]

---

@JohnBeaudin wrote:

@RogersDave

is firmware .20 patch notes being released today? ( for CODA modem)

---

Done. I am however not ready to deploy it until I get feedback from Hitron on the WinMTR fix but it should hopefully occur this week.

Dave

[JohnBeaudin]

@RogersDave

I just finished reading them

2.0.10.20 *

• Improved flow control algorithm (handle wired devices at different speeds)
• Improve XBOX NAT
• WinMTR packet loss fix
• Improve Switch Link Speed autodetection
• Improvement to connected device list (not final fix)

so it will fix my IP phone that is negociating at only 100 mb/s , can't wait to get it 😉

[Triple_Helix]

---

@JohnBeaudin wrote:

@RogersDave

I just finished reading them

2.0.10.20 *

• Improved flow control algorithm (handle wired devices at different speeds)
• Improve XBOX NAT
• WinMTR packet loss fix
• Improve Switch Link Speed autodetection
• Improvement to connected device list (not final fix)

so it will fix my IP phone that is negociating at only 100 mb/s , can't wait to get it 😉

---

I want it! I'm a Beta Guru! 

[lethalsniper]

@RogersDave @Datalink I am experiencing some issues again tonight for some reason when I played Xbox one wired tonight my laptop would loose connection which it's also wired what's up with that I'm using the acsmr

[Datalink]

@spigirl your signal levels and signal to noise ratios are ok.  The downstream is low but still within specs.  I'd be happier if they were up around the 0 dBmV level, but, where they are now should not be causing disconnect issues.  I would call tech support and ask if the signal to noise ratios on the upstream side (which you can't see) are within limits, and at the same time ask the CSR to check the noise history to see if anything turns up that might provide an explanation for the disconnects. 

Do you have other services, such as Cable TV and/or Home Phone, and if so, do you notice any degradation in service with those?  If so, please indicate that to the CSR as well. 

[Hybrid_Noodle]

Strange issue popped up yesterday that appears my upload speed has slowed down to about 5Mb. Download speeds are still high enough that does not warrant an concern. Nothing changed prior to the slowdown, Completed a reboot and the same slow speeds occur. (Signal levels are ranging from 0.6-3.3 on the down and 39.25-42.75 on the up)

-Edit/Update

Things appear to have resolved on their own so I assume there was some congestion or something else causing the issue

[lethalsniper]

Hey I'm getting the same issue as you for some reason my upload has dropped a lot and seems no one here or when I call support they have no clue. Even when playing online that's when I noticed the the drop nothing but lag and slow downs on every game

[RogersDave]

I have now started the deployment of trial firmware version 2.0.10.20 for CODA-4582. The change log can be found in post 2 of this thread.

This firmware is the first available for testing on this platform and will be distributed to trial participants likely today. If everything goes well, it should go live in production by the end of January.

In order to be part of the trial program, send @CommunityHelps a private message to request the firmware update by following these steps:

1.   Click this link - @CommunityHelps
2.  On the @CommunityHelps profile page which opens up next, on the top right side click on "SEND THIS USER A PRIVATE MESSAGE"
3.  In the Message Subject box, please type in Rogers Rocket Wi-Fi Modem Firmware Trial and send the message

In the message body, make sure to include your modem MAC address and modem serial number, both available on the back of the modem or in the modem configuration GUI.

Dave

[JohnBeaudin]

@RogersDave

Thank you for the update, can't wait to try .20 and give feedback!

[robck]

@RogersDave

Thanks for the update!

I just received it, will provide feedback on any issues that may still be outstanding.

Currently though, I am running in bridge mode, rather than router mode,  

I will re-test router mode when .21 comes out with the fix for SMB/Windows Shares.

Thanks again!