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robman50

join:2010-12-14
Beamsville, ON

[INTERNET] How do I know if my modem is failing?

I am noticing some strange things that are going on with my internet service. It seems quick but I can see the pictures on each web page load as they are downloaded. Also I really like playing that 'Star Trek Online' multiplayer game and it constantly keeps disconnecting me from the server. Their support site all the servers are working and the disconnecting could be the 'local' internet (the ISP or home router). Another thing is the email is slower than usual.
So I wonder since all hardware does not last forever and we rent the hardware from Cogeco if the modem is showing it's age.

This is from the LAN page:
Basic LAN

RF Parameters
Downstream
Frequency 447 MHz Power 2.9 dBmV
Signal to Noise Ratio 39 dB Modulation QAM256
Upstream
Frequency 22 MHz Power 45.7 dBmV
Upstream Data Rate 2560 Ksym/sec Modulation QAM16

Status
System uptime 117 days 11h:42m:40s
Computers detected 1
CM Status Operational
WAN Isolation OFF
Time and Date Wed Nov 28 21:41:44 2012

Hardware Info:
Hardware Info

System
HW Revision 5.3 VENDOR Thomson
BOOT Revision 2.1.6go SW Revision ST62.10.11
MODEL DHG525 Software Version ST62.10.11
Serial Number 00840632103554

MTA Hardware Information
Mta Serial Number 00840632103554

Software Build and Revisions
Firmware Name DHG525-62.10.11-110407-S-1C1.bin
Firmware Build Time 15:35:16 Thu Apr 07 2011

DOCSIS Event log: (For November)

Date/Time Event ID Event Level Description
11/28/2012 21.26 82000500 03 Started Unicast Maintenance Ranging - No Response received - T3 time-out
11/26/2012 02.01 68010300 05 DHCP RENEW WARNING - Field invalid in response
11/23/2012 08.59 82000200 03 No Ranging Response received - T3 time-out
11/22/2012 14.00 68010300 05 DHCP RENEW WARNING - Field invalid in response
11/18/2012 17.40 82000200 03 No Ranging Response received - T3 time-out
11/15/2012 13.59 68010300 05 DHCP RENEW WARNING - Field invalid in response
11/13/2012 11.35 73040100 06 TLV-11 - unrecognized OID
11/13/2012 11.35 68000300 03 DHCP WARNING - Non-critical field invalid in response.
11/13/2012 11.35 82000200 03 No Ranging Response received - T3 time-out
11/13/2012 11.35 84000100 03 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
11/13/2012 11.35 84000200 03 SYNC Timing Synchronization failure - Failed to acquire FEC framing
11/13/2012 11.34 82000400 03 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
11/10/2012 16.23 68010300 05 DHCP RENEW WARNING - Field invalid in response
11/07/2012 15.43 82000200 03 No Ranging Response received - T3 time-out
11/07/2012 04.22 68010300 05 DHCP RENEW WARNING - Field invalid in response
11/04/2012 10.00 82000200 03 No Ranging Response received - T3 time-out
11/03/2012 16.22 68010300 05 DHCP RENEW WARNING - Field invalid in response
11/01/2012 12.02 82000500 03 Started Unicast Maintenance Ranging - No Response received - T3 time-out


Cogeco_Aaron
Premium,VIP
join:2011-07-11
kudos:6
said by robman50:

So I wonder since all hardware does not last forever and we rent the hardware from Cogeco if the modem is showing it's age.

Have you tried directly connected to the computer, bypassing your router?

robman50

join:2010-12-14
Beamsville, ON
I can't do that. My modem is in the basement closest to the cable line and my computer is up stairs. I don't have any spare coax lines to bring the modem up stairs.

Also if the modem is acting up could it cause intermittent phone problems as well as internet problems?

robman50

join:2010-12-14
Beamsville, ON
Also I don't have a laptop that is good enough to run that game so I can not recreate the problem.

Oh another thing, my grandmother keeps complaining that while we are having a conversation on the phone that I keep dropping out. I would think that could be due to a number of reasons. Wireless phone having trouble keeping the connection to the base, poor ground line on her end, or a service issue on either end.

Also what do all those DOCSIS errors/warnings up in that log above mean?

In my router logs I do get the odd [DoS Attack: RST Scan] from time to time, could that do anything?

robman50

join:2010-12-14
Beamsville, ON
The modem has a good ping time.

Pinging 192.168.100.1 with 32 bytes of data:
Reply from 192.168.100.1: bytes=32 time=2ms TTL=63
Reply from 192.168.100.1: bytes=32 time=2ms TTL=63
Reply from 192.168.100.1: bytes=32 time=2ms TTL=63
Reply from 192.168.100.1: bytes=32 time=2ms TTL=63

Ping statistics for 192.168.100.1:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 2ms, Maximum = 2ms, Average = 2ms


Cogeco_Aaron
Premium,VIP
join:2011-07-11
kudos:6
reply to robman50
Well, if you want to PM me the modem MAC I can take a look for you.

Otherwise, if you have our phone service, you'd have to have a service call to exchange the modem as our storefronts don't carry eMTAs and they should be locked down anyways.

robman50

join:2010-12-14
Beamsville, ON
said by Cogeco_Aaron:

Well, if you want to PM me the modem MAC I can take a look for you.

What are you going to do? See if everything is running normally?


Asawulf
Ignorance is bliss
VIP
join:2005-08-17
Trois-Rivieres, QC
kudos:4
What I would do first is try a full reset of your emta

robman50

join:2010-12-14
Beamsville, ON
Apparently I have to many resets. I have asked if they are hydro related but there are way to many. I think that might be the cause.
What causes a modem to reset all the time? Could it be swelling caps inside the unit?


Asawulf
Ignorance is bliss
VIP
join:2005-08-17
Trois-Rivieres, QC
kudos:4
By reset I mean a full one in using the reset button (hold it 10 secs) not merely a lost synch

In the stats we see : System uptime 117 days 11h:42m:40s

edit : but also send your infos to Cogeco_Aaron and he'll be able to check other things on his side...

robman50

join:2010-12-14
Beamsville, ON
said by Asawulf:

edit : but also send your infos to Cogeco_Aaron and he'll be able to check other things on his side...

All ready done. I need to book a service call.

robman50

join:2010-12-14
Beamsville, ON
reply to Asawulf
said by Asawulf:

By reset I mean a full one in using the reset button (hold it 10 secs) not merely a lost synch

In the stats we see : System uptime 117 days 11h:42m:40s

Oh is that the little hole in the back of the modem? So I just stick an end of a paper clip in there and hold it down for 10 seconds?

robman50

join:2010-12-14
Beamsville, ON
reply to robman50
Maybe this is why my 'Shaw Direct On Demand' service is acting funny because of a poor internet connection.

robman50

join:2010-12-14
Beamsville, ON
Just wondering, is my battery still good?

Battery

Battery Charge Module Software
Driver BCM3348/9 Atmel Battery Control Driver rev 2.3.d.1
Built Mon Jun 11 10:40:18 2007

Battery Status
Current Power Source utility
Number Of Batteries 1
Input Voltage 17870 mV
Estimated Time Remaining 636 minutes
Maximum Charge Level 80%
Charge State sleep

Measurement Battery A Battery B
Status Normal Not Present
Capacity 2200 mAH
Cell Date Code
Measured Voltage 12263 mV
Estimated Time Remaining 636 minutes
Current Charge Level 89%
In Use false

robman50

join:2010-12-14
Beamsville, ON
Also should I spend the extra $50 and get an DOCSIS 3 modem and move up from turbo 14 to 20? Is it really worth it?

I currently have the RCA DHG525, what other make/model DOCSIS 2 modems does Cogeco offer?


Asawulf
Ignorance is bliss
VIP
join:2005-08-17
Trois-Rivieres, QC
kudos:4
reply to robman50
said by robman50:

Oh is that the little hole in the back of the modem? So I just stick an end of a paper clip in there and hold it down for 10 seconds?

Yes it is

-Battery seems good atm

-We also have the Docsis 2.0 Arris brand modem

-As for your question regarding D3 vs D2 modem : Cogeco_Aaron can prolly give you more insight than I


hagbard72

join:2000-10-02
Kingsville
reply to robman50
Funny...I've been wondering the same thing about my modem, except in my case (as I discussed in another thread) mine seems to be eating routers. My linksys WRT320n stopped communicating with the modem after about a month of slow and lost connections. They sent someone out who ran speedtest, said it was "okay" and left. I've put on another router, which is now displaying much of the funkiness of the Linksys. Just bought yet another very expensive router (for a router, that is) and I'm afraid to hook it up. Considering a move to Start, where I'll get a new modem, faster connection and higher cap limits.


hagbard72

join:2000-10-02
Kingsville
reply to robman50
My current results

»www.speedtest.net/result/2342958706.png

I'm on "Turbo" 14, btw.

cog_biz_user
i ruin threads apparently

join:2011-04-19
Hamilton, ON
reply to robman50
said by robman50:

Downstream
Frequency 447 MHz Power 2.9 dBmV
Signal to Noise Ratio 39 dB Modulation QAM256

that seems a little low to me. have you booked a service call to get them to check your line?
--
Myth: It's only fair to pay for quality first-run movies.
Fact: Most movies shown on cable get two stars or less
and are repeated ad nauseum.


hagbard72

join:2000-10-02
Kingsville
Mine's lower than that. 2.0 dBmV. I called yesterday to see it they'd swap out the modem, they said it looked good, so the answer is basically no. Next move to Start.


dillyhammer
START me up
Premium
join:2010-01-09
Scarborough, ON
kudos:10
Reviews:
·WIND Mobile
·Start Communicat..
said by hagbard72:

Next move to Start.

I appreciate the sentiment, but if it's a kick in the pants you want to offer Cogeco, moving your internet service to Start isn't quit enough, as Cogeco still get's your wholesale dollars.

Move your television service to Shaw or some other provider - that's a kick in the pantaloons. And you'd be surprised how much better and cheaper your TV services will get.

Mike
--
Cogeco - The New UBB Devil -»[Burloak] Usage Based Billing Nightmare
Cogeco UBB, No Modem Required - »[Niagara] 40gb of "usage" while the modem is unplugged


hagbard72

join:2000-10-02
Kingsville
reply to robman50
Won't work. I haven't had TV in ten years.

robman50

join:2010-12-14
Beamsville, ON
reply to robman50
I have a service guy coming who is on his way. I'll ask about checking the line and if getting a DOCSIS 3 modem is a good idea. But if it's going to cost me $50 for a D3 modem you can forget it.

robman50

join:2010-12-14
Beamsville, ON
reply to robman50
Service guy is coming around 1pm. Here is the latest modem stats.

RF Parameters
Downstream
Frequency 459 MHz Power 3.4 dBmV
Signal to Noise Ratio 38 dB Modulation QAM256
Upstream
Frequency 22 MHz Power 43.2 dBmV
Upstream Data Rate 2560 Ksym/sec Modulation QAM16


hagbard72

join:2000-10-02
Kingsville
reply to robman50
You have a service guy coming on a Sunday? Anyway, I'll be getting a new modem and 30mbps/300 cap for $54/m soon!

robman50

join:2010-12-14
Beamsville, ON
reply to robman50
I got an Arris TM602G modem now.


hagbard72

join:2000-10-02
Kingsville

1 edit
DOCSIS 2.0.

robman50

join:2010-12-14
Beamsville, ON
I think if I was to jump up to turbo 20 it would be DOCSIS 3.0. But I agree that Start has much better plans.


Last Parade

join:2002-10-07
Port Colborne, ON
reply to robman50
said by robman50:

Also what do all those DOCSIS errors/warnings up in that log above mean?

A T3 ranging error occurs when the CMTS isn't responding to maintenance (ranging) requests. What it isn't telling you is it probably retried minutes later and was successful.

A T4 ranging error occurs when the CMTS says it's about to send a new set of maintenance parameters and they never get received.

The DHCP errors indicate there is extraneous information in the DHCP parameters sent to the modem, which is usually harmless.

TLV-11 - unrecognized OID indicates that there is a SNMP parameter (OID) being requested that is unsupported by the modem.


hagbard72

join:2000-10-02
Kingsville

1 edit
reply to robman50
Today's result:




Called. Now they won't do anything unless I pay them. Great service.