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.
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.
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?
Constant modem reboot and internet service disruption.
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 220.127.116.11T6 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
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.
@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 18.104.22.168T6 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 22.214.171.124T6