Constant Internet Disruptions

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I've Been Here Awhile
Posts: 2

Constant Internet Disruptions

Ever since we've upgrade to the Ignite service, our internet and TV has had disconnect issues, particularly around the evenings.

It'll be short, 5-10 second bursts of internet disconnect that happens anywhere from every 30 seconds to 30 mins - usually around 7-11pm. We use an ethernet so it's not a WiFi problem. Our TV will also lag in picture or when browsing the menus. The light on the modem is always showing it's working, like the disconnect is too fast for it to register.

Is anyone else having a similar problem? We've messaged Roger's multiple times and they either say they dont detect a problem on their end, or that they will push firmware to our modem to fix it but nothing changes.

 

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Resident Expert
Resident Expert
Posts: 14,213

Re: Constant Internet Disruptions

which modem & service were you on before?

I am wondering if there is an issue at the CMTS or local node which is having an issue, while under heavy load (that being the prime time of day for usage).

Reason i ask about the modem you had before.. it may not have been connecting to the same channel range.. which the new modem might.



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I've Been Here Awhile
Posts: 2

Re: Constant Internet Disruptions

Not sure what model it was - will have to look it up- but I'm going to call support and ask about the channel range you mentioned. I'd actually never heard of that before.
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Resident Expert
Resident Expert
Posts: 14,213

Re: Constant Internet Disruptions

Yeah, as time has gone on, modems have evolved.

Older modems only had one channel (which led to congestion).  They started adding more channels.. more free lanes to get more consistent internet.
Going to some of the most recent ones.. were up to 32 channels.

Your older modem may have had fewer channels..  and those channels the signal was fine.
But the newer one, having more channels, might be having signal issues in those channel ranges?



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I've Been Here Awhile
Posts: 3

Re: Constant Internet Disruptions

Constant modem reboot and internet service disruption.

Modem CODA-4582.

 

Been going on for months, been told to swap modem but the issue is in the area because when my service gets interrupted all the other Rogers customers have the same issue.

 

Last time I talked to a Rogers tech about it, they did see an issue in the area when they ran their little test, it randomly fixes itself at times but issue persists.

 

It's not a weather problem because it still does it in sunny no wind days.

 

Internet speeds are still good for up and down when I'm not getting disconnected. TV works and is clear. Phone system seems to be ok.

 

 

System Information
This menu displays general information of the device
Hardware Version	1A
Software Version	2.0.10.36T6

Downstream Overview
Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	621000000	256QAM	6.300	12	34.926
2	561000000	256QAM	5.400	2	35.595
3	567000000	256QAM	5.600	3	35.595
4	573000000	256QAM	5.600	4	35.595
5	579000000	256QAM	5.400	5	35.084
6	585000000	256QAM	6.000	6	35.595
7	591000000	256QAM	5.800	7	34.926
8	597000000	256QAM	5.300	8	34.926
9	603000000	256QAM	5.200	9	34.926
10	609000000	256QAM	5.800	10	35.084
11	615000000	256QAM	5.700	11	34.926
12	555000000	256QAM	5.200	1	34.926
13	633000000	256QAM	6.000	13	34.484
14	639000000	256QAM	6.300	14	34.484
15	645000000	256QAM	6.100	15	34.484
16	651000000	256QAM	5.900	16	34.346
17	657000000	256QAM	6.100	17	34.346
18	663000000	256QAM	5.900	18	34.346
19	669000000	256QAM	6.000	19	34.346
20	675000000	256QAM	6.700	20	34.484
21	681000000	256QAM	6.200	21	33.957
22	687000000	256QAM	5.900	22	33.834
23	693000000	256QAM	5.800	23	33.834
24	699000000	256QAM	5.800	24	33.834
25	705000000	256QAM	5.900	25	33.834
26	711000000	256QAM	6.400	26	33.957
27	717000000	256QAM	6.100	27	33.834
28	723000000	256QAM	6.000	28	33.834
29	729000000	256QAM	6.300	29	33.834
30	735000000	256QAM	6.300	30	33.834
31	741000000	256QAM	5.800	31	33.487
32	747000000	256QAM	6.600	32	33.487

OFDM Downstream Overview
Receiver	FFT type	Subcarr 0 Frequency(MHz)	PLC locked	NCP locked	MDC1 locked	PLC power(dBmv)
0	NA	NA	NO	NO	NO	NA
1	4K	251600000	YES	YES	YES	4.699997

Upstream Overview
Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	

Bandwidth
1	23700000	ATDMA - 16QAM	45.000	2	6400000
2	38596000	ATDMA - 16QAM	47.000	3	3200000
3	30596000	ATDMA - 16QAM	44.250	1	6400000

OFDM/OFDMA Overview
Channel Index	State	lin Digital Att	Digital Att	BW (sc's*fft)	Report Power	Report Power1_6	FFT Size
0	DISABLED	0.5000	0.0000	0.0000	-inf	-1.0000	4K
1	DISABLED	0.5000	0.0000	0.0000	-inf	-1.0000	4K

 

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Moderator
Moderator
Posts: 1,256

Re: Constant Internet Disruptions

Good morning and welcome to our Community @cdmlb!

 

Thank you for posting your concern here with all the pertinent diagnostics, I really appreciate it! It's much easier to move forward with these readings.

 

I would like to do a deep dive into this and check the existing notes on your account to see what the historical findings are. Please PM us @CommunityHelps so that I can fully assist and help you to get to the bottom of this.

 

If you're not familiar with our PMing process, you can find instructions here.

 

Regards,

RogersCorey

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Resident Expert
Resident Expert
Posts: 6,829

Re: Constant Internet Disruptions

@cdmlb you have a noise problem with your cable system.

 

1.  If you look at the DOCSIS 3.0 channels (1 - 32), their all higher than normal in terms of their signal level.  All running around 6 dBmV instead of the target 0 dBmV.  Thats ok as it shouldn't be an issue for the modem.  I wonder if you happen to have an amplifier in the cable system where the cable enters the home?  The problem here are the signal to noise ratios.  They should be in a 36 to 40 dB range, not below 36 dB where all of yours are sitting.  So, that will slow down the down the data rates on the download side if and when the modem uses the downstream DOCSIS 3.0 channels which will or should be a rare occurrence.  

 

2.   The DOCSIS 3.1 OFDM channel data that is shown is insufficient to know if there is an issue with the OFDM channel.  Given the data for the DOCSIS 3.0 channels, and the upstream channels below, I'd say its safe to say that the noise issue extends throughout the entire frequency range, 0 to 1 Ghz which will affect the modem performance as its using that OFDM channel for Downstream data.  What isn't presented to the user is the QAM level, signal level and signal to noise ratio for the OFDM channel.  Tech support has access to that data and would be able to determine if they were within spec.  The modem should be running 1024 QAM.  Anything less will be a result of noise in the system.  If the modem can't use a minimum 64 QAM, it will bail out of using DOCSIS 3.1 and switch to DOCSIS 3.0 only using those downstream 1 to 32 channels.  The QAM level refers to the data encoding scheme that is used for transmit and receive purposes.  That relies on precise clocking between the transmitter and receiver, and low noise levels so that the detected voltage levels can be determined as required, and not hidden by background noise.   Your modem should be running firmware version 2.0.10.36T6 which has a variable QAM capability to deal with noisy systems.  The QAM level that the OFDM channel is running will be an indication of how bad the noise level is, within that OFDM channel.  That channel runs from 251.6 Mhz up to 443.6 Mhz. 

 

3.  Your upstream DOCSIS 3.0 channels also show the impact of the noise.  Normally that modem runs around 30 to 32/33 dBmV for transmit level (output power level).  Yours are running in the 44 to 47 dBmV level.  That's still within spec, but, much higher than normal for this modem.  That signal level is commanded by the Cable Modem Termination System, to ensure that the arriving signal levels and signal to noise ratios at the neighbourhood node are within an acceptable range.  Unfortunately those numbers are not fed back to the user interface.  Tech support also has access to those numbers.  The key problem here, in terms of data rates is the QAM level for the modems output.  Yours are all running 16 QAM.   There should be two channels running at 64 QAM and one channel running at 32 QAM.  So, the modem has to transmit data at a lower encoding level in order to ensure that its received and interpreted correctly at the neighbourhood node.  That will result in a lower data rate.  

 

4.  The bottom OFDM/OFDMA is not used as Rogers hasn't enabled DOCSIS 3.1 upsream.  They're working on it and hopefully we'll see that occur fairly soon.  

 

Ok, so, problem one is noise.  Problem two are the disconnects that you're seeing.  

 

A couple of things need to be done, personal opinion.  

 

1.  Where is the modem located?  If its upstairs somewhere, consider moving it and connecting it directly to the cable that arrives from outside of the home.  By that I mean, in your basement, or upstairs utility room, there's probably a splitter that is connected to that incoming cable.  Disconnect the splitter and connect the modem to the external cable.  Then power up the modem and check the signal levels again for noise in the DOCSIS 3.0 downstream levels (1 - 32), higher DOCSIS 3.0 upsteam levels and reduced QAM levels for those upstream channels.  The purpose of doing this is to prove or disprove the possibility that the noise problem is within your home.  From your description of events, I don't believe the noise is caused within your home, but, never discount any possibility when your tracking down a cable problem.  

 

2.  Given the noise situation, when its ongoing and present within the modem, some tech, somewhere, is going to have to look at the data for all of the modems on your line that runs from the neighbourhood node to your home and possibly beyond.  If you have noise on your modem, then so do a number of other customers.  The question is, where is it coming from?  There's a good chance that someone has a device that is connected to their cable system that occasionally fires up, injecting noise into the cable system and making everyone else's cable devices run in a high noise environment, or, in a worst case, it might even drop them offline.  This is very hard to track down if that noise is intermittent and would probably require a Senior Tech (Rogers Tech) or a Maintenance Crew to track down the source.  However, the starting point here is for a tech to check signal levels, signal to noise ratios and QAM levels, up and down the cable line to determine how widespread this is.  Perhaps @RogersCorey can do this, or hand it over to a tech who has a good deal of experience in tracking down system noise.  The DOCSIS 3.1 modems have a much better capability in detecting noise issues, compared to modems from previous years.  Its just a question of using all of the available tools and capability that is built into the newer modems. 

 

Hope this provides some explanation of what you're looking at. 

 

Edit:  can you check the Software version (firmware version) as shown on the STATUS page.  It should indicate version 2.0.10.36T6