Re: [Cable] Frequent disconnects

Author	All Replies
counting7 join:2010-02-02	reply to Teo190 Re: [Cable] Frequent disconnects I traded modems with a friend that has 0 disconnects. I get the same exact issue so some of us are having outside issues. !00% confirmed.
	to forum · permalink · 2012-04-07 03:29:35 ·
Teo190 join:2005-12-13 Nepean, ON	said by counting7: I traded modems with a friend that has 0 disconnects. I get the same exact issue so some of us are having outside issues. !00% confirmed. Do you know what firmware the modem(s) are running? Teksavvy has confirmed that there is a flaw in the STAC.02.08 firmware that is causing disconnects. So far I have been running the replacement modem that Teksavvy sent me (with the updated STAC.02.16 firmware) and have experienced zero disconnects since I have plugged it in about 10 hours ago. I'll post my modem event log here for reference. Perhaps if you are running the STAC.02.08 firmware and have a similar error log a modem with the newer firmware may help you. Time Priority Description Mon Mar 26 11:41:18 2012 Critical (3) Received Response to Broadcast Maintenance Request, But no Un... Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=00:26:24:b... Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:26:24:b4... Mon Mar 26 14:13:03 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - ... Mon Mar 26 19:16:00 2012 Critical (3) Received Response to Broadcast Maintenance Request, But no Un... Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=00:26:24:b... Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:26:24:b4... Mon Mar 26 22:52:59 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - ... Tue Mar 27 02:08:00 2012 Critical (3) Received Response to Broadcast Maintenance Request, But no Un... Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=00:26:24:b... Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:26:24:b4... Tue Mar 27 03:08:22 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - ... Tue Mar 27 10:04:52 2012 Critical (3) Received Response to Broadcast Maintenance Request, But no Un... Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=00:26:24:b... Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:26:24:b4... Tue Mar 27 04:18:14 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - ... Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=00:26:24:b... Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:26:24:b4... Wed Mar 28 13:57:03 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - ... Wed Mar 28 08:13:55 2012 Critical (3) Received Response to Broadcast Maintenance Request, But no Un... Wed Mar 28 15:33:32 2012 Critical (3) Received Response to Broadcast Maintenance Request, But no Un... Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=00:26:24:b... Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:26:24:b4... Wed Mar 28 15:06:54 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - ... Wed Mar 28 22:12:19 2012 Critical (3) Received Response to Broadcast Maintenance Request, But no Un... Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=00:26:24:b... Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:26:24:b4... Thu Mar 29 03:26:59 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - ... Thu Mar 29 12:16:12 2012 Critical (3) Received Response to Broadcast Maintenance Request, But no Un... Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=00:26:24:b... Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:26:24:b4... Thu Mar 29 15:39:17 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - . Thu Mar 29 19:48:19 2012 Critical (3) Received Response to Broadcast Maintenance Request, But no Un... Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=00:26:24:b... Sat Mar 31 21:13:04 2012 Critical (3) Received Response to Broadcast Maintenance Request, But no Un... Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=00:26:24:b... Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:26:24:b4... Sat Mar 31 21:03:47 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - ... Time Not Established Critical (3) DHCP FAILED - Request sent, No response;CM-MAC=00:26:24:b4:75... Sat Mar 31 14:10:08 2012 Critical (3) Received Response to Broadcast Maintenance Request, But no Un... Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=00:26:24:b... Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:26:24:b4... Sat Mar 31 19:53:55 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - ... Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:26:24:b4... Thu Mar 29 21:38:02 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - ... Sat Mar 31 21:13:04 2012 Critical (3) Received Response to Broadcast Maintenance Request, But no Un... Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=00:26:24:b... Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:26:24:b4... Sat Mar 31 21:03:47 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - ... Sat Mar 31 21:13:04 2012 Critical (3) Received Response to Broadcast Maintenance Request, But no Un... Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=00:26:24:b... Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:26:24:b4... Sat Mar 31 21:03:47 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - ... Sun Apr 01 17:59:52 2012 Critical (3) Received Response to Broadcast Maintenance Request, But no Un... Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=00:26:24:b... Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:26:24:b4... Sun Apr 01 18:55:37 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - ... Mon Apr 02 15:42:21 2012 Critical (3) Received Response to Broadcast Maintenance Request, But no Un... Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=00:26:24:b... Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:26:24:b4... Mon Apr 02 16:33:47 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - ... Tue Apr 03 13:14:06 2012 Critical (3) Received Response to Broadcast Maintenance Request, But no Un... Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=00:26:24:b... Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:26:24:b4... Mon Apr 02 17:43:39 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - ... Wed Apr 04 11:14:45 2012 Critical (3) Received Response to Broadcast Maintenance Request, But no Un... Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=00:26:24:b... Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:26:24:b4... Tue Apr 03 15:21:41 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - ... ed Apr 04 18:49:51 2012 Critical (3) Received Response to Broadcast Maintenance Request, But no Un... Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=00:26:24:b... Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:26:24:b4... Wed Apr 04 12:00:14 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - ... Wed Apr 04 18:49:51 2012 Critical (3) Received Response to Broadcast Maintenance Request, But no Un... Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=00:26:24:b... Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:26:24:b4... Wed Apr 04 20:31:57 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
	to forum · permalink · 2012-04-07 16:47:09 ·

id10t join:2012-04-08	I got very frequent disconnects in past weeks, my modem status show all fine, but it won't connect to internet unless I reset the modem.
	to forum · permalink · 2012-04-08 10:53:28 ·
gibbons_ join:2011-07-19	reply to Teo190 said by Teo190: said by counting7: I traded modems with a friend that has 0 disconnects. I get the same exact issue so some of us are having outside issues. !00% confirmed. Do you know what firmware the modem(s) are running? Teksavvy has confirmed that there is a flaw in the STAC.02.08 firmware that is causing disconnects. So far I have been running the replacement modem that Teksavvy sent me (with the updated STAC.02.16 firmware) and have experienced zero disconnects since I have plugged it in about 10 hours ago. I'll post my modem event log here for reference. Perhaps if you are running the STAC.02.08 firmware and have a similar error log a modem with the newer firmware may help you. Is there anyway to update my modem's firmware on my own? Without voiding my warranty? Just had another disconnect. This is so freaking annoying.
	to forum · permalink · 2012-04-08 12:25:28 ·
Teo190 join:2005-12-13 Nepean, ON	There is no way for an end-user to update the firmware without voiding warranty that I know of. the cable company usually pushes firmware updates to modems from the network but so far Rogers has been uncooperative with updating this particular modem. I agree that it's very annoying, get in touch with someone over at the Direct forums »TekSavvy Direct For me they were very helpful and after a bit of troubleshooting they were able to ship out a replacement modem (Still no disconnects).
	to forum · permalink · 2012-04-08 12:46:08 ·
gibbons_ join:2011-07-19	said by Teo190: There is no way for an end-user to update the firmware without voiding warranty that I know of. the cable company usually pushes firmware updates to modems from the network but so far Rogers has been uncooperative with updating this particular modem. I agree that it's very annoying, get in touch with someone over at the Direct forums »TekSavvy Direct For me they were very helpful and after a bit of troubleshooting they were able to ship out a replacement modem (Still no disconnects). Thanks Teo. Ended up calling TS directly and quoting this thread with specific details about the issue. Have a replacement 02.16 modem on the way. Apparently upon receiving my defective 02.08 modem they have to run their own diagnostics... If my modem 'passes' I get charged a $25 restocking fee. Hope they test it long enough... Meh, I'm confident it will fail based on how often I'm getting these disconnects. I'll report back once I get the new modem, good luck everyone.
	to forum · permalink · 2012-04-08 13:09:03 ·
id10t join:2012-04-08	The disconnect happens to my modem every hour today, I have to reset my modem every hour all day today......... so frustrating!!!
	to forum · permalink · 2012-04-08 14:46:11 ·
gscott521 join:2011-09-04 London, ON	I have been getting this for the past few days. I can watch the modem lose connectivity, and go through the whole connection process... DS, US, ONLINE.
	to forum · permalink · 2012-04-08 18:14:11 ·
id10t join:2012-04-08	It seems a widespread problem... I had one or two disconnects a day in past few months... called Teksavvy numerous times and they keep telling me "Plug the modem's power directly into the wall-socket"........
	to forum · permalink · 2012-04-08 18:22:22 ·
gscott521 join:2011-09-04 London, ON	I'd think plugging the modem into a UPS or surge protector would be ideal if possible. I'll see what they say, I have a thread started in the private forum.
	to forum · permalink · 2012-04-08 19:47:35 ·
id10t join:2012-04-08	good luck with that... I'm tired of calling TS support. I spent three weeks to let them believe me and open a ticket for Rogers.... but my issue never gets resolved.
	to forum · permalink · 2012-04-08 20:16:51 ·
TSI Martin Premium join:2006-02-23 Chatham, ON kudos:23	Hey id10t , Would you please post in the »TekSavvy Direct or send me a PM TSI Martin so we can look into this. Thanks, Martin -- TSI Martin (Escalations) - TekSavvy Solutions Inc. Authorized TSI employee ( »»TekSavvy FAQ »Official support in the forum )
	to forum · permalink · 2012-04-09 10:24:41 ·
Teddy Boom k kudos Received join:2007-01-29 Toronto, ON kudos:5	reply to gibbons_ said by gibbons_: Thanks Teo. Ended up calling TS directly and quoting this thread with specific details about the issue. Have a replacement 02.16 modem on the way. Apparently upon receiving my defective 02.08 modem they have to run their own diagnostics... If my modem 'passes' I get charged a $25 restocking fee. Hope they test it long enough... Meh, I'm confident it will fail based on how often I'm getting these disconnects. I'll report back once I get the new modem, good luck everyone. That's pretty funny.. My understanding is that it is a firmware compatibility issue with certain CMTSs, and so testing would not show the fault. Also, I'd think proper testing would cost Teksavvy more than the $25 charge. Oh well Will be interesting to see how it works out for you.
	to forum · permalink · 2012-04-09 13:43:25 ·
id10t join:2012-04-08	Today, I spent 30 minutes and just got my connect back, couldn't get valid IP through the modem unless power off modem for a few minutes, I tried 4 cycles to get connection back. Sigh..................
	to forum · permalink · 2012-04-09 17:19:05 ·
id10t join:2012-04-08	reply to TSI Martin Thanks Martin, I just opened a thread for my issue.
	to forum · permalink · 2012-04-09 17:42:12 ·
Teo190 join:2005-12-13 Nepean, ON	reply to Teddy Boom said by Teddy Boom: said by gibbons_: Thanks Teo. Ended up calling TS directly and quoting this thread with specific details about the issue. Have a replacement 02.16 modem on the way. Apparently upon receiving my defective 02.08 modem they have to run their own diagnostics... If my modem 'passes' I get charged a $25 restocking fee. Hope they test it long enough... Meh, I'm confident it will fail based on how often I'm getting these disconnects. I'll report back once I get the new modem, good luck everyone. That's pretty funny.. My understanding is that it is a firmware compatibility issue with certain CMTSs, and so testing would not show the fault. Also, I'd think proper testing would cost Teksavvy more than the $25 charge. Oh well Will be interesting to see how it works out for you. I was never informed of any 25$ diagnosis fee for working modems, either way the defect is the firmware itself. As long as you send back a modem (with the accessories) with the old 02.08 firmware on it I think you'll be in good shape. My modem goes back tomorrow so I guess we'll both see!
	to forum · permalink · 2012-04-09 22:39:37 ·
Barbo811 @teksavvy.com	I'll be cancelling my service tomorrow, a month of disconnects every 3 hours religiously is too excessive for me.
	to forum · permalink · 2012-04-15 00:15:55 ·

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