Internet stops working at 9pm

[matt2182]

Hello, Posting this from my cell because my Internet is not working. Can someone tell me with any certainty what is going on in Belmont, ON - N0L1B0 with the Internet, every night at 9pm it just ceases to work. I've heard various different reasons every time I call or chat with tech support, including that they are putting in new infrastructure.

***Added Labels***

[RogersCilio]

Good Evening @matt2182,

Sorry to hear you are having on going issue with the Internet service.  At this time there are no reported outages in the London Region.  

We would need access to your account in order to take a deeper look.  Please reach out to @CommunityHelps so we can address this problem.

If you're not sure how to send a PM, here's how.

Cheers,

RogersCilio

[matt2182]

Hi RogersCilo, it's not really a outage, it just happens from 9pm to sometime before I get up at 6 am. I'll shoot you guys a direct pm. I'm just trying to find out if there is any actual work going on to increase capacity in Belmont.

[Gdkitty]

Ontop of rogers looking into it.. just a few questions for you.


Is this a house or a an apartment?

Just wondering if its a case of interfearance, once others are there and going online.


The other end, which might be why/what mantenance is needed..
Is that there is an issue with line, equipment, etc in the area.
That under regular load..its not too bad... but when you start to get into prime time?
EVERYONE in the area is on, there is a heavy load on the lines.. and thats where the failure starts to show.
(I had similar, only effected TV, but every night from 8-11 ish, prime time, the signal would go to pot)


If you are able to log into your rogers modem, and provide the signal levels, that would be a good start to see  where a problem might stem from.
If you are able to do it at a GOOD time, as well as durring the outage time.

[matt2182]

Hello, it is a house. Here are the results for a good time

DOCSIS Overview
Network Access Permitted
DHCP Lease Time 😧 06 H: 20 M: 03 S: 34
Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 657000000 256QAM -7.700 83 36.610
2 591000000 256QAM -5.600 73 37.636
3 597000000 256QAM -6.300 74 37.636
4 603000000 256QAM -6.000 75 37.356
5 609000000 256QAM -6.500 76 37.356
6 615000000 256QAM -6.400 77 37.356
7 621000000 256QAM -6.600 78 37.356
8 633000000 256QAM -7.200 79 36.610
9 639000000 256QAM -7.300 80 36.610
10 645000000 256QAM -7.900 81 36.387
11 651000000 256QAM -7.400 82 36.610
12 663000000 256QAM -7.900 84 36.610
13 669000000 256QAM -7.700 85 36.387
14 675000000 256QAM -8.600 86 35.780
15 681000000 256QAM -8.300 87 36.387
16 687000000 256QAM -8.500 88 36.387
17 693000000 256QAM -9.100 89 36.387
18 699000000 256QAM -9.000 90 35.780
19 705000000 256QAM -9.300 91 35.595
20 711000000 256QAM -9.700 92 35.780
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID BandWidth
1 30596000 ATDMA - 64QAM 37.500 2 6400000
2 23700000 ATDMA - 64QAM 37.750 3 6400000
3 38596000 ATDMA - 64QAM 37.750 1 3200000

This is the speed with a 250/20 account.

http://www.speedtest.net/my-result/5508598232

http://www.speedtest.net/my-result/5508600299

ping

http://www.pingtest.net][IMG]http://www.pingtest.net/result/149480083.png

Ill update it with the bad results tonight

[matt2182]

It is a house, here is a report from a "good" time. Its a 250/20 account

DOCSIS Overview
Network Access Permitted
DHCP Lease Time 😧 06 H: 20 M: 03 S: 34
Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 657000000 256QAM -7.700 83 36.610
2 591000000 256QAM -5.600 73 37.636
3 597000000 256QAM -6.300 74 37.636
4 603000000 256QAM -6.000 75 37.356
5 609000000 256QAM -6.500 76 37.356
6 615000000 256QAM -6.400 77 37.356
7 621000000 256QAM -6.600 78 37.356
8 633000000 256QAM -7.200 79 36.610
9 639000000 256QAM -7.300 80 36.610
10 645000000 256QAM -7.900 81 36.387
11 651000000 256QAM -7.400 82 36.610
12 663000000 256QAM -7.900 84 36.610
13 669000000 256QAM -7.700 85 36.387
14 675000000 256QAM -8.600 86 35.780
15 681000000 256QAM -8.300 87 36.387
16 687000000 256QAM -8.500 88 36.387
17 693000000 256QAM -9.100 89 36.387
18 699000000 256QAM -9.000 90 35.780
19 705000000 256QAM -9.300 91 35.595
20 711000000 256QAM -9.700 92 35.780
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID BandWidth
1 30596000 ATDMA - 64QAM 37.500 2 6400000
2 23700000 ATDMA - 64QAM 37.750 3 6400000
3 38596000 ATDMA - 64QAM 37.750 1 3200000

speedtest results:

http://www.speedtest.net/my-result/5508652661

http://www.speedtest.net/my-result/5508654486

ping results:

http://www.pingtest.net/result/149481400.png

[matt2182]

Ok so the internet stopped working at approx 10:30pm tonight,which should not be peak time. Here is a snapshot from the modem.

DOCSIS Overview
Network Access Permitted

DHCP Lease Time 😧 06 H: 13 M: 56 S: 31
Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 657000000 256QAM -6.500 83 36.610
2 591000000 256QAM -4.400 73 37.636
3 597000000 256QAM -4.900 74 37.636
4 603000000 256QAM -4.700 75 37.636
5 609000000 256QAM -5.100 76 37.356
6 615000000 256QAM -5.100 77 37.356
7 621000000 256QAM -5.300 78 37.356
8 633000000 256QAM -5.900 79 37.636
9 639000000 256QAM -6.100 80 36.610
10 645000000 256QAM -6.600 81 36.610
11 651000000 256QAM -6.200 82 37.356
12 663000000 256QAM -6.800 84 36.610
13 669000000 256QAM -6.600 85 36.610
14 675000000 256QAM -7.400 86 36.610
15 681000000 256QAM -7.200 87 36.610
16 687000000 256QAM -7.400 88 36.387
17 693000000 256QAM -7.900 89 36.610
18 699000000 256QAM -7.800 90 36.387
19 705000000 256QAM -8.100 91 35.595
20 711000000 256QAM -8.400 92 36.387
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID BandWidth
1 30596000 ATDMA - 64QAM 37.000 2 6400000
2 23700000 ATDMA - 64QAM 37.250 3 6400000
3 38596000 ATDMA - 64QAM 38.750 1 3200000

Speedtest (which im having great difficulty obtaining);

http://www.speedtest.net/my-result/5509145252

ping test:

http://www.pingtest.net/result/149494197.png

[Gdkitty]

Well.. while they are technically 'within spec'... within spec doesnt quite make for GOOD internet always.

Your signal is WAY too low... and likely the cause of most of your issues.

Insanely low to begin with... when the neibourhood starts boging down.. may be enough for yours to drop alltogether.


I would call them to get them out to fix your signal.

It should be as close to 0 as you can.

[matt2182]

Well, everytime I call back they wont acknowledge anything. They just keep saying there is interference and that it could take anywhere from days to months to fix which is extremely frustrating! They just keep adding credit to my account which is all fine and dandy, but i would like my internet to work.

[karmn]

I also have this every night... signal strength approx the same as yours as well.

Happening right now now... You know, i'm just trying to play a game of LoL after a day at work, but this lagging is like clockwork.  I'll have 5-10 minutes of very good connectivity and great speeds, then D/C for 5 minutes.  It's literally the most infuriating thing.

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	256QAM	-10.100	31	37.356
2	363000000	256QAM	-7.500	10	37.356
3	369000000	256QAM	-7.600	11	37.636
4	375000000	256QAM	-7.500	12	37.636
5	381000000	256QAM	-7.400	13	38.983
6	387000000	256QAM	-7.600	14	37.636
7	393000000	256QAM	-7.800	15	37.636
8	399000000	256QAM	-7.500	16	37.636
9	405000000	256QAM	-7.500	17	38.605
10	411000000	256QAM	-7.300	18	37.636
11	417000000	256QAM	-7.100	19	38.605
12	423000000	256QAM	-6.800	20	38.605
13	429000000	256QAM	-6.600	21	38.605
14	435000000	256QAM	-6.500	22	37.636
15	441000000	256QAM	-6.500	23	37.636
16	447000000	256QAM	-6.500	24	38.605
17	555000000	256QAM	-9.000	25	37.636
18	561000000	256QAM	-9.300	26	37.356
19	567000000	256QAM	-9.000	27	37.636
20	573000000	256QAM	-9.500	28	37.636
21	579000000	256QAM	-9.600	29	37.636
22	585000000	256QAM	-9.700	30	37.636
23	357000000	256QAM	-7.300	9	37.636
24	597000000	256QAM	-10.300	32	37.356

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	BandWidth
1	30596000	ATDMA - 64QAM	49.000	4	6400000
2	23700000	ATDMA - 64QAM	50.000	5	6400000

[matt2182]

Got a phone call today telling me my Internet was fixed! I guess fixed means 50-100% packet loss with 2000+ms ping and 40-60mg of jitter!

Then I got to spend an hour and a half on tech support with rogers trying to get them to escalate this issue. What a grand Friday night!

Just like clockwork 9pm every night!

[karmn]

8 PM, even on Sundays..  here we go again.

[matt2182]

Call tech support again and force them to escalate it, no matter how long you have to wait on hold. After my last call and being on hold for over an hour my Internet speeds seem to have gone back to normal (knock on wood)

[karmn]

Thanks for the advice. 10:30PM now and i've lost connectivity 6 times in the last 2 hours.

[Canehdien]

Internet connection issues every night at around 7pm to 9pm

It seems almost every night my internet slows to nearly nothing.  It happends between 7pm and 9pm which happends to be when I need it most.

We have had our modem changed, and our signal is fine.  It effects both Wired and WiFi.

I normally can't reach internet speeds tests sites, or when I can it ends up failing because of the issue.

The following are traces I have run while the issue is occuring, and after.

During issue:

Tracing route to google.ca [209.148.199.25]
over a maximum of 30 hops:
 
  1     4 ms     3 ms     3 ms  192.168.0.1
  2    22 ms    13 ms    11 ms  99.241.112.1
  3  2067 ms  2123 ms  2643 ms  67.231.222.193
  4     *     2500 ms  2206 ms  209.148.230.177
  5     *     2176 ms  2212 ms  24.156.157.82
  6     *        *     1767 ms  209.148.199.25

Trace complete.

After issue:

Tracing route to google.ca [209.148.199.25]
over a maximum of 30 hops:
 
  1    11 ms     5 ms    29 ms  192.168.0.1
  2    13 ms    22 ms    15 ms  99.241.112.1
  3    17 ms    17 ms    14 ms  67.231.222.193
  4    21 ms    22 ms    15 ms  209.148.230.177
  5    32 ms    47 ms    45 ms  24.156.157.82
  6    25 ms    49 ms    20 ms  209.148.199.25
 
Trace complete.

Is there anything I can do?  It looks to be an issue between 99.241.112.1 and 67.231.222.193 which are both owned by rogers.

[Gdkitty]

And the signal is fine, even durring the BAD time?


My guess.. is that one of the local nodes.. the 3rd hop on your traceroute there, is FAILING under its most heavy load (which would likely be in that timeframe)

I beleive this is something that would have to be escalted to maintenance?

Maybe @CommunityHelps can get involved.

[Canehdien]

Happening again tonight, like every other night for weeks.  This is the up and down stream during the issue.

Downstream Overview
Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	256QAM	-3.200	7	36.387
2	567000000	256QAM	-6.400	3	36.387
3	573000000	256QAM	-5.700	4	36.387
4	579000000	256QAM	-4.400	5	36.610
5	585000000	256QAM	-3.100	6	36.610
6	561000000	256QAM	-6.600	2	35.780
7	597000000	256QAM	-3.200	8	36.610
8	603000000	256QAM	-2.600	9	36.610
9	609000000	256QAM	-2.900	10	36.610
10	615000000	256QAM	-4.000	11	36.610
11	621000000	256QAM	-4.900	12	36.610
12	633000000	256QAM	-6.200	13	36.387
13	639000000	256QAM	-6.400	14	35.780
14	645000000	256QAM	-6.900	15	35.780
15	651000000	256QAM	-6.200	16	35.780
16	657000000	256QAM	-5.600	17	35.595
17	663000000	256QAM	-4.400	18	35.780
18	669000000	256QAM	-2.400	19	36.387
19	675000000	256QAM	-1.500	20	36.387
20	681000000	256QAM	-0.700	21	36.387
21	687000000	256QAM	-1.200	22	36.610
22	693000000	256QAM	-2.900	23	36.387
23	699000000	256QAM	-3.800	24	36.387
24	705000000	256QAM	-5.500	25	35.780
25	711000000	256QAM	-6.300	26	35.780
26	717000000	256QAM	-7.000	27	35.780
27	723000000	256QAM	-7.900	28	34.926
28	825000000	256QAM	-6.300	29	35.595
29	831000000	256QAM	-6.800	30	35.595
30	837000000	256QAM	-6.600	31	34.926
31	843000000	256QAM	-7.200	32	35.084
32	555000000	256QAM	-6.100	1	35.780

Upstream Overview
Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	30596000	ATDMA - 64QAM	32.750	1	6400000
2	38596000	ATDMA - 64QAM	37.500	3	3200000
3	23700000	ATDMA - 64QAM	32.000	2	6400000

I managed to connect to the google speed test and it returned the following results.

Latency: 94 ms

Server: Toronto

0.60 Mbps download

3.42 Mbps upload

I should have 100 download, 10 upload.

[matt2182]

Hello, So when I was having the same type of issue it turned out to be a overloaded node. It took multiple calls over a month long period to get it escalated far enough that it was actually rectified. Hope this helps somewhat.

[Gdkitty]

I wouldnt completely rule out a node issue..


But those signal levels, while still technically 'in spec', are pretty LOW, and jumping all over the place.

It may be part of the issue.

[Canehdien]

Contacted support last night via online chat.  Referenced this forum post.  They opened a ticket, and said they would have a tech monitor the nodes.

Tech called the next morning, asked a few more questions.  They resubmitted the ticket with the additional info.

We will see how it goes.  Thanks everyone.

[karmn]

Just want to let you know this issue was resolved for me after a while, maybe a month.  However, there was nothing I changed on my end... It pretty much hoped and prayed a technician would change something out of my control...

Good luck to you my friend...