Rogers Modem NAT problems / gaming ?

[oparlaoz]

Dear Rogers Community Members,

I have tried many modem option with different speed upgrades to eliminate my ongoing issues with Rogers Internet connection lags during playing games. As far as i know Rogers  well known for LAGS in gaming.  I dont believe the equipment Rogers using is  supported for GAMING. Two reason listed below :

1) Strict/Modarate NAT issues that CGN2,3 cannot know how to deal with

2) Package lost / unreliable connection down time

My Concerns and question as a customer :

e

I have called 4 techician/ticket in last 9 months. Their knowledge are very limited. They dont know what NAT is or how does effect the communication between device vs modem. All 4 techinician just change the cable and said your "SIGNAL Level too high" changed the adapter. Nothing worked! i have explained to them this is related to your "eqipment" / network restrictions. They said you have to figure out on your own.

1) why would i go this trouble as a customer to do MANUAL setup for port forwarding ? Nat settings all.

2) Why USA ISP's doesnt have this issues ? or the person connect from europe ?

3) Why are your selling "furbished" "fullish" products to customer ?

4) Why dont you train your staff so they could understand how to resolve or create a solution for any of these issues via phone or in person.  Changing cables , creating tickets useless when you all know where the main problem is.

I am truely tired last 7 years using rogers , each time similiar issues. Gaming is number 1 issue because of NAT - modarate or strict. Also the gateway products they intro as a modem are not capble of reading or distributing proper network signal. 

If i have to rate rogers on a scale 1-10 , 1 being the worse. I would rate "0". Thats how much I hate to deal with Rogers. 

***Edited Labels***

[Datalink]

If you are connecting two devices to the modem where the modem is running in Bridge mode you will probably run into problems at some point.   Prior to the day where IPV6 was enabled, you could run two devices off of a modem as the modem can support two IPV4 addresses.  Now, with IPV6 enabled, you will only see one address properly supplied.  At some point, there may be confusion at the Rogers server as to which device is which.  So, if you do intend to run the modem in Bridge mode and connect an Xbox to it, then the XBox should be the only device attached. 

Now with IPV6 enabled, the XBox has a choice or paths to take for matchmaking and gaming.  Those are IPV6, IPV4 and Teredo.  The XBox will select which ever path presents the best connection possibility and reliability.  I don't believe there is a way for the end user to know which is in use.  That means that you could be showing a restricted NAT, which is IPV4 and the XBox won't care as there may be a better IPV6 or Teredo path to use.  A Restricted NAT in that case would be meaningless.  You should be able to run the XBox thru the modem, with a restricted NAT and have no issues if the XBox is using IPV6 or Teredo. 

One thing to note, the XBox game system will not crossover from IPV6 to IPV4 and vice versa. So, wherever you start, is will you will continue to play for that session.

One other item to note, if you connect a pc to the modem, where the modem is running in Bridge mode, the modem offers no firewall protection for the pc.  You will have to rely on the pc's firewall capabilities to protect it. 

[jamessaverino]

I am in the exact same boat and my problem is with 2 Xbox ones, I can only get online gaming with one system(1 nat is moderate and the other is strick) when my boys try to join each other it tells them the session is expired or the lobby is full("lobby is full" they are playing 2 feet from each other with no one else in their game)rogers solution to this is to always reset the modem and hope that helps or to go to any electronics store and buy a gaming modem(the tech support guys told me this) $100 doller a month internet and these guys want me to supply my own equipment?what a joke, time to switch to bell

[netwrks]

You won't have any luck with Bell either. It's how multiple XBOX's work (or don't work) on one network. Some home consumer routers will allow to configre NAT open on the WAN port. Some of the Netgear routers do that. Not sure about others.  UPNP alone won't work, as both XBOX's are looking to open the same ports, and that's where the problem starts.. Check to see if the Hitron has an option on the WAN config to set NAT to OPEN. If it does, try that. Or, you can try a combination of  UPNP and ports forwarding to one XBOX. 

[jamessaverino]

My buddy is with bell, and him and his brother have Xbox ones that they play together and they both get a moderate nat type, he's says they rarely get a strict nat, but the do say they wish bell had the same speeds as rogers but what's the use having the same speed if you can't get to play half the time together

[kozhitnrun]

HOLY MOLY

ok I have been with rogers for a long time ,2 years ago I got feed up with 4th world modems and service I bought  ASUS RT-N66U combo router , I moved  a bit then in this new house I had the rogers tech pull a new wire from the box to pole then to my house wire it up hooked up my network ,and it was great for like 5 months, about a week ago my internet has gone from 250mbps down 25 mbps up  and 20ms lats  to 6.98mbps down 5.24mbps up and 94 ms lats.after 3 days calling back n forth not been able to live stream and missing going on 4th day now 3 mondem swaps them telling me my modem is garbage (the asau rt-n66u) witch its not i tested it at my friends place on bell an dit work perfectly ,rogers tells me to bad i have to wait till monday for a tech to come check....customer support is as bout as good as talking to a wall,most of the techs i talked to were horrible csr ,so im loosing 4 to 5 days of pay cause they cant fix there internet ....ive tryed using all the tips to get a open nat on my xbox one to atleast be online and have a friend broadcast from his palce but i cant join party chat cant stay in a game for more than like 5 min with out me get kicked offline ...AND NO its not my xbox or my pc or that its been check ..HELP

[gp-se]

Login to the Modem and goto the DOCSIS WAN page, then post the signal levels from that page please.

[kozhitnrun]

@gp-se

DOCSIS WAN

This menu displays both upstream and downstream signal parameters

DOCSIS Overview

Network Access	Permitted
IP Address
Subnet Mask
Gateway IP Address
DHCP Lease Time	😧 07 H: 00 M: 00 S: 00

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	256QAM	2.500	31	36.387
2	363000000	256QAM	2.000	10	35.595
3	369000000	256QAM	2.000	11	34.926
4	375000000	256QAM	2.500	12	35.595
5	381000000	256QAM	2.600	13	35.780
6	387000000	256QAM	2.500	14	35.595
7	393000000	256QAM	2.900	15	35.780
8	399000000	256QAM	2.700	16	35.595
9	405000000	256QAM	2.800	17	35.780
10	411000000	256QAM	2.900	18	35.595
11	417000000	256QAM	3.100	19	36.387
12	423000000	256QAM	3.300	20	35.780
13	429000000	256QAM	2.900	21	36.610
14	435000000	256QAM	3.000	22	36.387
15	441000000	256QAM	3.000	23	36.387
16	447000000	256QAM	2.800	24	35.780
17	555000000	256QAM	2.500	25	36.610
18	561000000	256QAM	2.300	26	35.780
19	567000000	256QAM	2.300	27	35.780
20	573000000	256QAM	2.200	28	35.595
21	579000000	256QAM	2.500	29	35.780
22	585000000	256QAM	2.500	30	36.387
23	357000000	256QAM	1.900	9	35.595
24	597000000	256QAM	2.700	32	36.610

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	30596000	ATDMA - 16QAM	45.750	1	6400000
2	38596000	ATDMA - 16QAM	45.750	3	3200000
3	23700000	ATDMA - 16QAM	45.750	2	6400000

[kozhitnrun]

my docsis events is full of warnings and critical ,errors est

[kozhitnrun]

my speeds are as follow according to Okla

                                                    down           up                 lat

 2/18/2017 8:17 AM GMT  46.87 Mb/s 15.13 Mb/s 23 ms Kanata, ON < 50 mi 
2/18/2017 8:08 AM GMT   48.12 Mb/s 15.05 Mb/s 25 ms Kanata, ON < 50 mi 
2/18/2017 7:29 AM GMT   51.80 Mb/s 16.94 Mb/s 21 ms Kanata, ON < 50 mi 
2/18/2017 6:44 AM GMT   51.20 Mb/s 15.88 Mb/s 26 ms Kanata, ON < 50 mi
2/18/2017 6:40 AM GMT   53.90 Mb/s 15.98 Mb/s 26 ms Kanata, ON < 50 mi 
2/18/2017 6:20 AM GMT   62.30 Mb/s 14.16 Mb/s 23 ms Kanata, ON < 50 mi 

[gp-se]

@kozhitnrun Signal levels look fine, what modem and plan are you running? If you're on the newer Ignite Unlimited plans (100u, 250u, gigabit) you can swap to the new CODA modem. The CODA modem has some issues, but the latest Beta firmware has actually made it very stable, and I would recommend it now.

However before you do all that lets try a few things. First unplug and remove the ASUS router just for now and plug a computer directly into your Rogers Modem, don't use WiFi, plug an Ethernet cable in just for testing. Then press and hold the reset button on the back of the Modem for 10 seconds, release, then let the modem boot up. After about a minute or two the modem should be booted up, depending on firmware version you may have to go through an "Easy Connect Setup Wizard" 

Run some speed tests and see if the speeds improve, if speeds are still unusable then call Rogers and ask them to check the speeds of your neighbours to see if this is a local node/cmts issue, or something just affecting you.

[RyzenFX]

@kozhitnrun

That's because your Signal to Noise Ratio (SNR) on your downstream channels are low. This is probably why your speeds are low and have varying ping. Since you already have a tech coming on Monday, let the tech know that your SNR levels are low. The tech will run some tests to confirm it will try to fix it.

Also, is the wire still hanging on the pole? It could be due to weather damage which would require it to be replaced. The wire will still be hanging on the pole until spring in which Rogers is able to have its crews dig it underground. 

[kozhitnrun]

ok I get that , but the 4 days of lost wages due to this, like is there not some one that can come sooner or monitor this ...... -

[gp-se]

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@RyzenFX wrote:

@kozhitnrun

That's because your Signal to Noise Ratio (SNR) on your downstream channels are low. This is probably why your speeds are low and have varying ping. Since you already have a tech coming on Monday, let the tech know that your SNR levels are low. The tech will probably file a maintenance request if it's related to your area. 

Also, is the wire still hanging on the pole? It could be due to weather which would require it to be replaced. The wire will still be hanging on the pole until spring in which Rogers is able to have its crews dig it underground. 

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@RyzenFX 

his SNR is still within the limits, 33 or higher shouldn't have issues, but perhaps the Hitron is very picky about SNR.

[kozhitnrun]

for the past 3 days my asus modem has been un plug I've reset and done all the hoop tricks as per rogers techs .this is the 3rd rogers modem in  2 days and the new ignite rocket hub modem is not that good its base bios conflicks with Xbox live and prevents open NAT as per Reddit posts I've read and no I'm not willing to waste my time trying.if rogers wants to put it in writing and guarantee me that their new router ignite is all that and a bag of chips fine but until then 

[kozhitnrun]

the wire is on the pole yes like it should be all wires look hung right.

[RyzenFX]

@gp-se I'm not really sure because he's on a diff modem, but ideally you would want SNR levels around 37-38. Maybe it could be a damaged wire due to weather. 

@kozhitnrun If they determine the issue is being caused due to a damaged wire or SNR problem call customer support and refer to this issue so that they can try  reimburse you. 

[gp-se]

Then I agree with @RyzenFX and call Rogers and see if they will reimburse you. Also have them run test on your node so you can see if this is an area wide issue. 

[kozhitnrun]

Well I tried that last night  , due to the fact I have to wait till Monday for repair guy and they could not send one like Saturday...I also told them that I'm losing money as I live stream and broadcast  , beta test from home...but like the little girl said last night so so sorry sir not or problem and what do you want me to do about it...

[RyzenFX]

You can also try updating your router to see if it makes any difference, but like gp-se said- you should exchange that modem for the CODA4582 "Gigabit Modem" since you're on 250u. Ask the tech tomorrow to swap your modem out for the CODA-4582. The swap will be free, but I do suggest joining the firmware trial program as it resolves many of the issue with the CODA-4582. 

[gp-se]

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@RyzenFX wrote:

You can also try updating your router to see if it makes any difference, but like gp-se said- you should exchange that modem for the CODA4582 "Gigabit Modem" since you're on 250u. Ask the tech tomorrow to swap your modem out for the CODA-4582. The swap will be free, but I do suggest joining the firmware trial program as it resolves many of the issue with the CODA-4582. 

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Yup the CODA reduces a lot of latency compared to the old PUMA 6 Modems, and with firmware .24 it finally feels like a solid product. Also since you run a third party router you could put the modem in Bridge Mode and open all the ports you want on your Asus Router.

[kozhitnrun]

ok ill try any

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@gp-se wrote:

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@RyzenFX wrote:

You can also try updating your router to see if it makes any difference, but like gp-se said- you should exchange that modem for the CODA4582 "Gigabit Modem" since you're on 250u. Ask the tech tomorrow to swap your modem out for the CODA-4582. The swap will be free, but I do suggest joining the firmware trial program as it resolves many of the issue with the CODA-4582. 

---

Yup the CODA reduces a lot of latency compared to the old PUMA 6 Modems, and with firmware .24 it finally feels like a solid product. Also since you run a third party router you could put the modem in Bridge Mode and open all the ports you want on your Asus Router.

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thing also the ticket I submitted apparently was fix, it was not i'm still suffering from packet loss and a 22.36 mbps down and a 4.59mbps up so I don't know what "rogers" fixed but derrr