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
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
Hello @Leon_Li,
Welcome to the Rogers Community Forums! 
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
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
Hey @jberria,
Here are the steps to find your signal specs:
- Connect your device to your Wi-Fi modem either with an ethernet cable or over your WiFi network.
- Open a web browser and key in 192.168.0.1 in the address bar and press Enter.
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Enter the following default settings to access the modem settings and select Login:
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Username: cusadmin
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Password: password (or your current Wi-Fi password)
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- Select Status at the top > DOCSIS WAN
From there you can copy the upstream and downstream tables @RogersMoin is requesting.
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
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
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:
- Connect your device to your Wi-Fi modem either with an ethernet cable or over your WiFi network.
- Open a web browser and key in 192.168.0.1 in the address bar and press Enter.
-
Enter the following default settings to access the modem settings and select Login:
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Username: cusadmin
-
Password: password (or your current Wi-Fi password)
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- 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
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.
@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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