11-25-2015
10:17 PM
- last edited on
11-25-2015
10:48 PM
by
RogersMoin
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***
Solved! Solved! Go to Solution.
10-12-2016 10:18 AM
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
11-10-2016
10:01 PM
- last edited on
11-10-2016
10:32 PM
by
RogersCilio
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!!!
11-11-2016 11:49 PM
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
06-30-2017
04:53 PM
- last edited on
07-01-2017
09:08 AM
by
RogersZia
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!
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 |
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 |
07-01-2017 04:29 PM
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
04-21-2018 09:17 PM
04-22-2018 11:25 PM
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
04-23-2018 08:23 AM
04-24-2018 03:44 AM
04-24-2018 09:06 AM - edited 04-24-2018 09:08 AM
Hey @jberria,
Here are the steps to find your signal specs:
Enter the following default settings to access the modem settings and select Login:
Username: cusadmin
Password: password (or your current Wi-Fi password)
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
04-24-2018 05:21 PM
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.
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 |
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
|
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 |
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?
04-24-2018 06:16 PM
@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.
04-26-2018 09:21 PM
04-27-2018 08:47 PM
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
07-29-2018
04:59 PM
- last edited on
07-29-2018
06:03 PM
by
RogersMoin
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
07-30-2018 04:54 PM
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:
Enter the following default settings to access the modem settings and select Login:
Username: cusadmin
Password: password (or your current Wi-Fi password)
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
08-15-2018
07:55 PM
- last edited on
08-15-2018
08:25 PM
by
RogersAli
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?
08-15-2018 08:23 PM - edited 08-15-2018 08:42 PM
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.
08-16-2018 04:23 PM
Port ID | Frequency (MHz) | Modulation | Signal strength (dBmV) | Channel ID | Signal noise ratio (dB) |
1 | 657000000 | 256QAM | -2.000 | 17 | 38.983 |
2 | 579000000 | 256QAM | -2.600 | 5 | 40.366 |
3 | 585000000 | 256QAM | -2.500 | 6 | 38.983 |
4 | 591000000 | 256QAM | -2.500 | 7 | 40.946 |
5 | 597000000 | 256QAM | -2.300 | 8 | 38.983 |
6 | 603000000 | 256QAM | -1.900 | 9 | 40.366 |
7 | 609000000 | 256QAM | -1.900 | 10 | 38.983 |
8 | 615000000 | 256QAM | -2.500 | 11 | 38.983 |
9 | 621000000 | 256QAM | -3.000 | 12 | 38.605 |
10 | 633000000 | 256QAM | -2.200 | 13 | 38.605 |
11 | 639000000 | 256QAM | -2.500 | 14 | 38.983 |
12 | 645000000 | 256QAM | -2.400 | 15 | 38.983 |
13 | 651000000 | 256QAM | -2.100 | 16 | 38.605 |
14 | 303000000 | 256QAM | -3.000 | 1 | 38.605 |
15 | 663000000 | 256QAM | -1.700 | 18 | 38.605 |
16 | 669000000 | 256QAM | -1.400 | 19 | 40.366 |
17 | 675000000 | 256QAM | -1.300 | 20 | 40.366 |
18 | 681000000 | 256QAM | -1.100 | 21 | 38.983 |
19 | 687000000 | 256QAM | -1.100 | 22 | 38.983 |
20 | 693000000 | 256QAM | -0.600 | 23 | 40.366 |
21 | 699000000 | 256QAM | -0.800 | 24 | 40.366 |
22 | 705000000 | 256QAM | -0.900 | 25 | 38.983 |
23 | 711000000 | 256QAM | -0.400 | 26 | 38.983 |
24 | 717000000 | 256QAM | -0.500 | 27 | 40.366 |
Port ID | Frequency (MHz) | Modulation | Signal strength (dBmV) | Channel ID | Bandwidth |
1 | 23700000 | ATDMA - 64QAM | 40.750 | 2 | 6400000 |
2 | 38596000 | ATDMA - 64QAM | 42.750 | 3 | 3200000 |
3 | 30596000 | ATDMA - 64QAM | 42.000 | 1 | 6400000 |
08-17-2018
09:34 AM
- last edited on
08-17-2018
10:11 AM
by
RogersYasmine
08-17-2018 11:13 PM
@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.