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CGN3 keeps rebooting itself

dperron
I'm Here A Lot

So, intermittently, my CGN3 modem will reboot itself. All the lights, except the power light, shut off and it takes about 3 minutes to come back up. This evening, this happened about 5 or 6 times in the span of 90 minutes. This issue had occured to me before and after speaking with a Rogers tech, the modem was exchanged and no issues were had for about 3 weeks, until this evening. What are the odds of 2 defective modems? The last time this happened, a tech ended up coming after I replaced the modem and tested the signal and said it was very good.

 

I spoke with tech support again this evening and they're sending another tech but I am skeptical that they'll find anything wrong. Any ideas?

 

***Edited Labels***

59 REPLIES 59

Re: CGN3 keeps rebooting itself

 

Hello, @DiannaQ1

 


@DiannaQ1 wrote:

 

I looked in my breaker panel box, saw the cable coming from the outside of the house runs into a splitter (which seemed old). Replaced the splitter and voila!

 

 


Thank you for replacing the splitter, however, the quality of the splitter matters. I can arrange a tech to inspect the splitter and do the replacement. 

 


@DiannaQ1 wrote:

 

Yeah.. so I take it back. After a good 36-48hr run it's back at it again. Random disconnects during random times. I logged into the modem and from what I could read and understand it lost connection a few times during the day while I was at work. This is in my DOCSIS Log from the most recent disconnect:

- Edited log as it contains modem's MAC address - RogersMoin

 

And @RogersMoin I don't have any USB Wifi devices on our network at home


T3 timeouts are not alarming in that log, it's normal operation. Thank you for the update regarding USB WiFi adapter. Please reply to the PM which I've sent. 

 

Cheers,

RogersMoin

Re: CGN3 keeps rebooting itself

sooooo for the past month my modom has been rebooting by itself.. ive had 4 technitions come by, called rogers tech support over 15 times. 

 

one tech said its a power issue. so we moved the modom to a different location in the house. the problem still occured . - modom switched 

 

another tech came and switched the modom.

 

another tech told us theres signal issues "on the air" coming from our tv cable box so we disconnected it. and he swapped the modom. - the problem still occured.

 

modom was sswaped 2 more times...

 

sooooo 5 modms later, un plugging our cable box in the living room, changing the power adapter, doing whatever all the techs told us AND THE ISSUE STILL HASNT BEEN FIXED. this is unacceptable rogers. its been 3 weeks. 

We pay for gigabit internet from you guys, cable and home phone. we also have buisness accounts with you, we spend 1000's of dollars how can you guys take this so lightly. 

 

 

HELP ME PEOPLE!!!

Re: CGN3 keeps rebooting itself

Hi @devv1995

 

 

Welcome to the Community!

 

Did this issue start after you changed to the Gigabit modem? Or did  you also experience something similar prior to switching to the current modem?

 

If you'd like us to take a look into your account, please reach out to us via PM @CommunityHelps next time you're online. To learn more about our Private Messaging system, you can visit here.

 

 

 

RogersZia

 

 

Re: CGN3 keeps rebooting itself

Leon_Li
I've Been Around

First of all, I'm sorry to reply on an old page. My problem seems to be similar or maybe the same to the problems stated by the people above. My router would reboot by itself randomly 1-8 times day. I first thought the issue was the router overheating because it usually happens once or twice in an hour when I play League of Legends on my laptop while my brother plays the XBOX. Both of them are connected to the router through Ethernet cables. Whenever I touch the router or the router's plug, its slightly warm, but not too warm. 

 

Something I also noticed was my DOC SIS Event logs show critical, warning and notice priorities. There are usually a lot more but its only 3 because I decided to reset my router to see if it would do any good.

 

I would greatly appreciate some help Rogers!

 

 
**Deleted log due to privacy concern** - RogersZia
 
Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 693000000 256QAM 0.900 23 36.387
2 579000000 256QAM 1.100 5 36.387
3 585000000 256QAM 1.100 6 36.610
4 591000000 256QAM 0.900 7 35.780
5 597000000 256QAM 1.700 8 36.610
6 603000000 256QAM 2.000 9 36.387
7 609000000 256QAM 1.500 10 36.387
8 615000000 256QAM 1.300 11 36.387
9 621000000 256QAM 0.300 12 36.387
10 633000000 256QAM -0.800 13 35.595
11 639000000 256QAM -2.600 14 35.084
12 645000000 256QAM -1.200 15 35.595
13 651000000 256QAM -0.700 16 35.595
14 657000000 256QAM 0.000 17 35.595
15 663000000 256QAM 1.000 18 35.595
16 669000000 256QAM 1.000 19 35.595
17 675000000 256QAM 0.900 20 35.780
18 681000000 256QAM 1.400 21 36.387
19 687000000 256QAM 0.600 22 36.610
20 303000000 256QAM 2.300 1 36.387
21 699000000 256QAM 1.000 24 36.610
22 705000000 256QAM 0.600 25 35.780
23 711000000 256QAM 1.800 26 36.387
24 717000000 256QAM 1.100 27 36.387
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 23700000 ATDMA - 64QAM 40.000 2 6400000
2 38596000 ATDMA - 64QAM 43.250 3 3200000
3 30596000 ATDMA - 64QAM 42.750 1 6400000

Re: CGN3 keeps rebooting itself

Hello @Leon_Li,


Welcome to the Rogers Community Forums! Smiley Happy


An intermittent internet is the worst! Especially when you’re gaming online it can become a major nuisance.


If you are still using the CGN3 series modems we strongly recommend upgrading to the CODA-4582 modem. It’s much better suited for online gamers and provides the best available speeds. You can go to the Rogers store and swap your current CGN3 modem for the new CODA-4582. All you need to do is bring the power cord and some ID for authentication at the store. Click here to use our Store Locator Tool


Setting up the modem is a breeze but if you have any issues please send us a private message @CommunityHelps the next time you're online and we can take a closer look.

For more information on our private messaging system check out our blog.

 

Regards,

 

RogersTony

Re: CGN3 keeps rebooting itself

jberria
I've Been Here Awhile
No replacing it with the different modem is not the fix. We are on our third CODA modem and it is doing the same thing.
We are at the point where the service will be cancelled.

Re: CGN3 keeps rebooting itself

 

Hello, @jberria

 

Thank you for joining and posting your concern in the Rogers Community Forums. I can certainly appreciate your position, the modem rebooting itself can be disruptive. Since you have replaced the modem already we can rule out the hardware issue. 

 

In the past, we have seen the modem rebooting itself when certain devices connect to the WiFi network. Have you noticed any such anomalies when your modem reboots?

 

Also, if you can log into the modem, navigate to Status/DOCSIS WAN and post the Downstream, Upstream and OFDM sections so that we can analyze the signal levels.

 

Thanks,

RogersMoin

 

Re: CGN3 keeps rebooting itself

jberria
I've Been Here Awhile
Where is said list?
I have done everything that has been suggested in this forum.
It could not be a device as the modem worked just fine with all the devices I have in the house for months.
This happened before where the replacement would be fine for a little while then start rebooting in the evening, every evening.
We have had techs come in and nothing was wrong at their end. The wiring is fine.
The modem or the connection is the issue. Unless we have a tech in at the exact moment it happens or full monitoring of our line for 24 hours nothing gets done.
I have been to other forums and this is a regular occurrence that happens to others, regardless of the modem.
I also have the modem with the black dot, which was the last recommendation in a forum. The last two I have had were black dot modems.

Re: CGN3 keeps rebooting itself

Richardli
I've Been Here Awhile
I had the same issue. The modem is just rebooting every few minutes. The strange thing is this happened most times during the night after 9 or 10 pm. I m looking forward to seeing how to solve it.

Re: CGN3 keeps rebooting itself

Hey @jberria,

 

Here are the steps to find your signal specs:

 

  1. Connect your device to your Wi-Fi modem either with an ethernet cable or over your WiFi network.
  2. Open a web browser and key in 192.168.0.1 in the address bar and press Enter.
  3. Enter the following default settings to access the modem settings and select Login:

    • Username: cusadmin

    • Password: password (or your current Wi-Fi password)

  4. Select Status at the top > DOCSIS WAN

From there you can copy the upstream and downstream tables @RogersMoin is requesting. 

 

@Richardli,

 

Welcome to the Rogers Community Forums!

 

If you can also kindly provide your signal spec as well, so we can take a closer look. Since all issues aren't generally the same problem, we don't want to assume you're being impacted by the same thing. In your particular scenario, sounds more likely to be potentially a noise related issue. Once we can verify your signal is within the correct specs, we can move to the next steps. 

 

Look forward to hearing back from both of you :)!

 

RogersCilio

 

 

Re: CGN3 keeps rebooting itself

Richardli
I've Been Here Awhile

Here is my upstream and downstream table.  The modem rebooting happens every night. It seems no disconnection during the day time. My house has a renter, and he usually come back at night. Is it possible the rebooting happens when his devices connected to the wifi? But he lives in our house for two years, and the disconnection happened just in recent. 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000256QAM-2.400737.356
2855000000256QAM-9.400334.926
3861000000256QAM-10.400434.346
4579000000256QAM-2.300537.636
5585000000256QAM-2.400637.356
6849000000256QAM-9.000235.084
7597000000256QAM-2.500837.636
8603000000256QAM-2.200937.636
9609000000256QAM-2.4001037.636
10615000000256QAM-2.4001137.636
11621000000256QAM-2.9001237.636
12633000000256QAM-2.0001337.636
13639000000256QAM-2.5001437.636
14645000000256QAM-2.5001537.636
15651000000256QAM-2.5001637.636
16657000000256QAM-2.8001737.636
17663000000256QAM-3.2001837.636
18669000000256QAM-4.0001937.636
19675000000256QAM-3.5002037.356
20681000000256QAM-4.0002137.356
21687000000256QAM-4.4002237.356
22693000000256QAM-4.1002337.356
23699000000256QAM-4.3002437.356
24705000000256QAM-4.0002537.636
25711000000256QAM-4.9002637.636
26717000000256QAM-4.8002737.356
27723000000256QAM-5.1002837.356
28825000000256QAM-7.5002935.780
29831000000256QAM-8.2003035.780
30837000000256QAM-7.9003135.780
31843000000256QAM-8.2003235.780
32303000000256QAM-1.900137.356
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
04K275600000YESYESYES-3.099998
1NANANONONO

NA

 

 

 

Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
130596000ATDMA - 64QAM30.25016400000
238596000ATDMA - 64QAM33.50033200000
323700000ATDMA - 64QAM30.25026400000
OFDM/OFDMA Overview
Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size
0DISABLED0.50000.00000.0000-inf-1.00004K
1DISABLED0.50000.00000.0000-inf-1.00004K

 

Can you find the reason?

Re: CGN3 keeps rebooting itself


@Richardli wrote:

Here is my upstream and downstream table.  The modem rebooting happens every night. It seems no disconnection during the day time. My house has a renter, and he usually come back at night. Is it possible the rebooting happens when his devices connected to the wifi? But he lives in our house for two years, and the disconnection happened just in recent. 

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 591000000 256QAM -2.400 7 37.356
2 855000000 256QAM -9.400 3 34.926
3 861000000 256QAM -10.400 4 34.346
4 579000000 256QAM -2.300 5 37.636
5 585000000 256QAM -2.400 6 37.356
6 849000000 256QAM -9.000 2 35.084
7 597000000 256QAM -2.500 8 37.636
8 603000000 256QAM -2.200 9 37.636
9 609000000 256QAM -2.400 10 37.636
10 615000000 256QAM -2.400 11 37.636
11 621000000 256QAM -2.900 12 37.636
12 633000000 256QAM -2.000 13 37.636
13 639000000 256QAM -2.500 14 37.636
14 645000000 256QAM -2.500 15 37.636
15 651000000 256QAM -2.500 16 37.636
16 657000000 256QAM -2.800 17 37.636
17 663000000 256QAM -3.200 18 37.636
18 669000000 256QAM -4.000 19 37.636
19 675000000 256QAM -3.500 20 37.356
20 681000000 256QAM -4.000 21 37.356
21 687000000 256QAM -4.400 22 37.356
22 693000000 256QAM -4.100 23 37.356
23 699000000 256QAM -4.300 24 37.356
24 705000000 256QAM -4.000 25 37.636
25 711000000 256QAM -4.900 26 37.636
26 717000000 256QAM -4.800 27 37.356
27 723000000 256QAM -5.100 28 37.356
28 825000000 256QAM -7.500 29 35.780
29 831000000 256QAM -8.200 30 35.780
30 837000000 256QAM -7.900 31 35.780
31 843000000 256QAM -8.200 32 35.780
32 303000000 256QAM -1.900 1 37.356
OFDM Downstream Overview
Receiver FFT type Subcarr 0 Frequency(MHz) PLC locked NCP locked MDC1 locked PLC power(dBmv)
0 4K 275600000 YES YES YES -3.099998
1 NA NA NO NO NO

NA

 

 

 

Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 30596000 ATDMA - 64QAM 30.250 1 6400000
2 38596000 ATDMA - 64QAM 33.500 3 3200000
3 23700000 ATDMA - 64QAM 30.250 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

 

Can you find the reason?


Some channels (channel 3) are out of spec, I would call Rogers and have them run a signal check. They will need to send a tech out to see what is going on, because the signal levels are all over the place. It could be a neighbourhood issue, or something just effecting your line.

 

Re: CGN3 keeps rebooting itself

jberria
I've Been Here Awhile
I'm sorry so I am to hang out by my laptop between 8 and 9:30 pm when the rebooting starts hoping that you will see a signal issue. How am I to get the right information while the modem is rebooting?

Doesn't the time that people have mentioned being within the same range tell you that could be the variable that should be looked at. What are your servers doing at that time? What has changed? So far the solutions provided in this forum seems to be a band aid and not a solution.
What is the technology team doing to resolve this? Has this been escalated to executives? Instead taking our modems to the store to replace maybe we should bring it to the main office.

Re: CGN3 keeps rebooting itself

Hello @jberria,

 

We'll be happy to look into this for you and run some signal tests on our end to see if we can detect any signal issues on your line or in the area. We will need to gain access to your account to do this, please send us a Private Message to @CommunityHelps so we can get started on this.

 

For more information on our Private Messaging system please Click Here.

 

RogersTony

 

Re: CGN3 keeps rebooting itself

I know this has been discussed at length before, but I have the same issue. My modem reboots at least once a day. (I've only been with Rogers for a few days) One thing that is"interesting" is that when I was with Bell, I had the same problem with their modem, a completely different model (just not as often). I'm wondering if maybe the problem isn't with the power. I've changed the power bar, added a surge protector and still have the problem

Re: CGN3 keeps rebooting itself

Good day @rguimont,

 

Welcome to the Rogers Community! We're happy to count you as one of our new Internet customers.

 

Noticing that your modem reboots unexpectedly can be the source of some inconveniences.

 

If you could provide us with your signal spec, it would allow us to take a closer look at this and ideally identify the issue you're experiencing.

 

Here are the steps to follow:

 

  1. Connect your device to your Wi-Fi modem either with an ethernet cable or over your WiFi network.
  2. Open a web browser and key in 192.168.0.1 in the address bar and press Enter.
  3. Enter the following default settings to access the modem settings and select Login:

    • Username: cusadmin

    • Password: password (or your current Wi-Fi password)

  4. Select Status at the top > DOCSIS WAN

From there you can copy and paste the upstream and downstream tables in a reply to this thread.

 

Once we can verify your signal is within the correct specs, we can move to the following troubleshooting steps. 

 

RogersMaude

 

Re: CGN3 keeps rebooting itself

Geezup
I Plan to Stick Around

Are phone and internet lines connected?

 

Over the last few days my internet router has been rebooting and when it does our phone line disconnects. Can anyone explain this?

Re: CGN3 keeps rebooting itself

When you refer to your "internet router", are you speaking about the Rogers modem or a follow on router?  

 

If its the modem, and your phone is going off-line, that is probably a good indication of an external cable failure.  You can call tech support and advise the CSR of the issues and ask him, or her to run a signal check on your internet modem, which is probably a black, vertical Hitron modem (Hitron CGN3xxxx model), or a white vertical Hitron modem (Hitron CODA-4582).  When you have an external cable that has degraded to the failure point, the modem will sometimes reboot in order to reestablish communications with the Cable Modem Termination System (CMTS) which provides control and data services of all of its connected modems.  That is a normal action for the modem.  The external cables and connectors will last a few years and usually will gradually fail.  That gradual failure, in the latter stages will cause exactly what you are seeing.  It would be much simpler if the cable and/or connector simply failed as that is much easier to diagnose.  When the modem reboots, the signal levels can look normal once again and slowly decrease back to the failure point.  So ,the signal check might result in a normal set of signal levels, or, they could show lower that expected levels.  A quick check will determine what it looks like.  As I indicated, a complete failure is easier to diagnose and much less aggravation as well.  If the signal levels are normal once again, make sure that the CSR understands that you're losing both the internet and Home Phone modems at the same time.  If you also have cable tv, I would expect you to see pixelation and have audio dropouts as well.

 

You could also log into the modem, navigate to the STATUS .... DOCSIS WAN tab, copy the lower signal level table in its entirety and paste that into a post.  The copy and paste process will paste in the text contents of the table.  Don't copy the upper table, which sits above the "Downstream Overview" as that is specific to the modem and isn't necessary for troubleshooting purposes. 

 

Edit:  Given that you're seeing multiple device failures at the same time, I would expect the CSR to arrange for a tech visit to check the cabling and connectors. 



Re: CGN3 keeps rebooting itself

Geezup
I Plan to Stick Around
Thanks for the reply. here's the chart. Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1657000000256QAM-2.0001738.983
2579000000256QAM-2.600540.366
3585000000256QAM-2.500638.983
4591000000256QAM-2.500740.946
5597000000256QAM-2.300838.983
6603000000256QAM-1.900940.366
7609000000256QAM-1.9001038.983
8615000000256QAM-2.5001138.983
9621000000256QAM-3.0001238.605
10633000000256QAM-2.2001338.605
11639000000256QAM-2.5001438.983
12645000000256QAM-2.4001538.983
13651000000256QAM-2.1001638.605
14303000000256QAM-3.000138.605
15663000000256QAM-1.7001838.605
16669000000256QAM-1.4001940.366
17675000000256QAM-1.3002040.366
18681000000256QAM-1.1002138.983
19687000000256QAM-1.1002238.983
20693000000256QAM-0.6002340.366
21699000000256QAM-0.8002440.366
22705000000256QAM-0.9002538.983
23711000000256QAM-0.4002638.983
24717000000256QAM-0.5002740.366
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
123700000ATDMA - 64QAM40.75026400000
238596000ATDMA - 64QAM42.75033200000
330596000ATDMA - 64QAM42.00016400000

Re: CGN3 keeps rebooting itself

Geezup
I Plan to Stick Around

@Datalink chart posted HERE .

 

Re: CGN3 keeps rebooting itself

@Geezup, there's nothing in the signal levels to indicate a problem such as what you're experiencing.  The upstream levels are at the top of their normal range, but still well within specs.  The downstream levels are fine as are the signal to noise ratios.

 

Only thing I can think of is a ongoing cable and/or connector failure.  That happens too fast to catch with the signal levels.  The modems reset and operate until the next fault.  This will keep repeating until the problem source finally fails.  So, faults like this cause a lot of frustration as their difficult to isolate.  Only solution, personal opinion, is to change out the external cable and install new connectors.  That should resolve the issue, but, it might take a couple of tech visits to get their.  

 

There's no good reason to lose both internet and home phone service at the same time other than a cable and/or connector failure.  Call tech support, ask the CSR to run a signal check on the modem, not that I expect anything to show up, and ensure that he or she understands that you're seeing fast drops in service for both the internet modem and Home Phone modem as well.  Given that circumstance, I would expect the CSR to arrange for a tech visit at your convenience.  If necessary, put tech support on speed dial and don't hesitate to use it.  



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