Terrible Connection Issues

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mafiaboy01
I Plan to Stick Around
Posts: 17

Re: Terrible Connection Issues

Ended up being an issue with the modem. Brought my modem from my condo and it worked fine. Modem has been exchanged and is working propery.

nl2
I Plan to Stick Around
Posts: 47

Re: Terrible Connection Issues

I am experiencing the same connection issues. Wonder if changing my modem would solve the problem. On the brighter side, modem is going on a record 9 days uptime with firmware 4.5.8.19

 

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 615000000 256QAM -8.500 11 38.605
2 561000000 256QAM -7.600 2 38.605
3 567000000 256QAM -7.400 3 38.983
4 573000000 256QAM -7.700 4 38.983
5 579000000 256QAM -8.100 5 38.983
6 585000000 256QAM -8.500 6 38.983
7 591000000 256QAM -8.600 7 38.605
8 597000000 256QAM -8.300 8 38.983
9 603000000 256QAM -8.000 9 38.983
10 609000000 256QAM -8.000 10 38.983
11 555000000 256QAM -7.700 1 38.983
12 621000000 256QAM -8.900 12 38.605
13 633000000 256QAM -8.900 13 37.636
14 639000000 256QAM -8.700 14 38.983
15 645000000 256QAM -8.900 15 38.605
16 651000000 256QAM -9.100 16 37.636
17 657000000 256QAM -9.400 17 37.636
18 663000000 256QAM -9.600 18 37.636
19 669000000 256QAM -9.300 19 37.636
20 675000000 256QAM -9.400 20 37.636
21 681000000 256QAM -9.200 21 37.636
22 687000000 256QAM -9.200 22 38.605
23 693000000 256QAM -9.200 23 38.605
24 699000000 256QAM -9.000 24 38.605
25 705000000 256QAM -9.500 25 38.600
26 711000000 256QAM -9.600 26 37.900
27 717000000 256QAM -9.800 27 37.900
28 723000000 256QAM -9.500 28 37.600
29 837000000 256QAM -12.800 29 36.100
30 843000000 256QAM -13.200 30 36.100
31 849000000 256QAM -13.400 31 36.100
32 855000000 256QAM -13.600 32 36.100
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID BandWidth
1 23700000 ATDMA - 64QAM 45.000 2 6400000
2 38596234 ATDMA - 64QAM 46.500 3 3200000
3 30596000 ATDMA - 64QAM 45.000 1 6400000

© 2016 Hitron Technologies Inc.. All rights reserved.

Datalink
Resident Expert
Resident Expert
Posts: 7,374

Re: Terrible Connection Issues

There are a couple of problems that you're dealing with at the moment:

 

1.  I'm surprised that you still have 4.5.8.19 loaded.  Don't know why it hasn't updated to 4.5.8.20 or .21 by now.  Have a look at the first post in the following thread and send a pm to @CommunityHelps requesting 4.5.8.22.  That will also put you on the update list for further test updates if this procedure is going to continue into the future.  

 

http://communityforums.rogers.com/t5/forums/forumtopicpage/board-id/Getting_connected/thread-id/3315...

 

2.  Your downstream signal levels are bad.  Then aren't good to start with, and as the channel frequency increases they get worse, so you have bad levels on the go with a high frequency roll-off.  You need a tech onsite to determine if you have an external cable and / connector failure.  Call tech support, ask the CSR to run a signal check on your modem.  The test should fail automatically with the signal levels that you have.   That should lead to a follow on discussion to book a tech visit.  One thing that you could do is ensure that the RG-6 cable that runs from the wall plate to the modem is connected "hand tight" at both the wallplate and modem.  If you use a wrench or pliers, it only needs to be very very lightly tightened.  If you turn the connector too hard, you will strip the threads on the connectors, and, its not necessary for it to be turned very hard.  

 

So, personal opinion at this point, its not a modem issue.  Take care of the firmware and signal level problems first and then we can go from there.  If you get the firmware updated before the tech arrives, don't let the tech swap the modem as that will take you from the newest firmware back to the original firmware which suffers from dead LAN ports occurring as the modem is connected to a Casa Systems Cable Modem Termination System (CMTS).



nl2
I Plan to Stick Around
Posts: 47

Re: Terrible Connection Issues

Both my experience with support did not end as well as I hoped. One with chat and the other by phone. No issue with my modem signals were found. Sticky issue is that speedtest results are consistently around 700mbps down but all downloads are capped around 1-2 MBps. Conclusion is that all the other endpoints are slow. If a tech comes on site and speedtest results are good then I can expect to be charged for the visit. Thanks but no.

Datalink
Resident Expert
Resident Expert
Posts: 7,374

Re: Terrible Connection Issues

It should be a simple matter of the CSR running the signal check.  I don't know how that check runs or the final indication.s  It should indicate a failure if any of the signal levels are at or below -10dBmV.  If it takes the flip side and passes if any of the levels are above -10dBmV, then that is just ignoring the problem.  The DOCSIS limit for signal levels bottoms out at -15dBmV, so, you're pretty close to that limit at the upper frequencies.  The worst thing the CSR can do is run the check and say, "all is well, no tech for you".  Its only a phone call and doesn't cost anything.  If the tech is sent out based on a test failure, its no cost to you as well.  Just a matter of asking for a signal check on the modem.

 

The firmware is worth updating, otherwise you will see dead LAN ports from time to time.  Restarting the modem temporarily solves that, at least until the next failure, but the updated firmware will take care of that problem.



Gdkitty
Resident Expert
Resident Expert
Posts: 14,340

Re: Terrible Connection Issues

Ok, thats a bunch of hooey if the person said that there was nothing wrong with the signal.

TECHNICALLY +/- 10 signal level is just within specs.. but still very poor.. and can cause a lot of issues.

That you did have some channels OUTSIDE of the -10 range, should have been more than enough for them to send a tech out.

 

 

I agree with datalink, and contact @CommunityHelps 
They should be able to set up a visit, etc for you.

It wouldnt suprise me, that with the poor signal, that it is why you didnt get the new firmware update.



Datalink
Resident Expert
Resident Expert
Posts: 7,374

Re: Terrible Connection Issues

"thats a bunch of hooey", lol, thats much more polite than what I was thinking 🙂



ablatt
I Plan to Stick Around
Posts: 104

Re: Terrible Connection Issues

Your downstream signals are out of the acceptable range stated by Rogers themselves which is -10 to +10.  On that basis alone they should at least send a tech to see if the problem is at your location, or somewhere beyond. 

 

If you ask CommunityHelps or a telephone tech what the acceptable range is, then they should acknowledge you need a tech, and send one.

 

If you have a neighbour who has Rogers whom you can check with, compare their signal levels with yours and see if they are similar.  If so, then the problem most likely is not with your modem, or line.  If the problem is area-wide, the tech will have to refer the issue to Maintenance as they are not equipped to deal with it.

 

 

 

 

 

 

 

 

nl2
I Plan to Stick Around
Posts: 47

Re: Terrible Connection Issues

Thank you to everyone for helping me with my internet connection issues. I chatted with support and a tech came by this morning. After replacing all the connectors from a demarcation box on the side of my house to my modem, the signals remain low but fell within the standard for acceptable range. No change in speedtest results (700mbps down). Actual download was still capped to 1-2 MBps.

 

A test cable was install directly from the tap down the street to my modem and the signals seemed stronger (+10, 40). For the first time ever, Rogers speedcheck dropped to 40 mbps down. Now Rogers can no longer rest on the laurels of speedtest results.

 

My case has been referred to maintenance and will be handled within 48 hours. They will check all the boxes in my neighboorhood. The ball is in my court to follow up if internet service does not improve after 48 hours.

kgilbert001
I've Been Around
Posts: 1

Re: Terrible Connection Issues

Cable modem is randomly dropping its connection to Rogers, rebooting into a lower speed transmission mode or not working at all, then coming back up again randomly to full speed. I have had the Rogers technician out twice and he reduced the number of splitters in the box and changed out an internal cable. The problem temporarily went away (for a few hours) and then returned. I am reasonably convinced that there is an intermittent short in the main line to the house, but they refuse to do anything about it. This is driving me and my family bonkers since we randomly lose internet connectivity. What the heck can I do?