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@ParisParis one reason for modem to reboot on its own again and again is loss of communications with the neighbourhood node due to external cable / connector degradation. To that end, and despite whatever you've been told by tech support, can you post the downstream and upstream signal data in a post. Please follow the instructions in this following post and the next post to drill down into the modem user interface down to the signal data:
https://www.dslreports.com/forum/r32716143-
Then follow this post to copy and paste the data into a post here in this thread:
https://www.dslreports.com/forum/r32717105-
The tables should paste into a post so that we can scroll to the right, to review the whole table(s).
You indicated that you use a power bar. They normally last for a very long time, but, when they start to fail the metal oxide varistor that provides over-voltage protection in the power bar can emit a large amount of RF noise that can find its way to the modem and its cabling, basically killing your internet connection. The power bar is normally the last item that anyone ever thinks of. Can you completely disconnect from the wall socket and equipment if you haven't done so already and run your equipment temporarily off of extension cords as a trial.
@ParisParis Have you tried resetting your Ignite modem by unplugging its power cord for 15 seconds? I know that some of us with Technicolor (XB6-T) modems, myself included, received a firmware upgrade. Following this, you may also need to power-cycle your set-top boxes as well to get them to reconnect to Wi-Fi.
@ParisParis wrote:
@-G- Hello, yes I have tried that several times.
Thanks. This is VERY strange. Was your replacement modem ever stable? Please forgive the obvious question but did you replace the modem's power cable as well?
@ParisParis wrote:
I’ve had the new modem for 2 days now. Of course after the set up it seemed to be working fine. After a few hours the same issues reappeared on the new modem. Yes the power cord for this new modem was changed, it was new in the box.
For the same problems to come back with a new modem, this reduces the likelihood of this being caused by faulty hardware, but it still could be due to a software bug, power (quality?) issue, or something else local to your environment that is seriously disrupting the XB6 hardware in some way.
A new issue also appeared today. Instead of the tv completely shutting down every time, it also freezes on occasion.
This is most likely due to a network problem, and there are a few potential causes that might not show up on any tests when you call in for tech support. Ignite TV is very tolerant of minor network issues but if the amount of available network bandwidth to the set-top box drops below a critical threshold or network delay and packet loss become excessive, it will cause audio and video drop-outs to the point that you even momentarily get a totally black screen. When the set-top box encounters network issues, its processor also becomes busier recovering from errors in processing the video stream and the STB, in turn, might even become less responsive to button presses on the remote.
There has been a significant issue that started occurring a few months ago where users of the Rogers network have experienced excessive latency and packet loss. The network literally stops moving network packets for a period of time. If these "network freezes" extend to several seconds, it will significantly affect your ignite TV service. (...and when this happens, you will see problems on ALL of your set-top boxes, and problems with other streaming services as well.) However, the connection to your modem is still totally fine so tech support doesn't see any problems when they run their tests.
I also recently ran into another problem with one of my set-top boxes where the Wi-Fi signal strength was very strong but the data rate on the connection fluctuated constantly and periodically became VERY low. (...most likely caused by a faulty set-top box.) In my case, it only occurred on one set-top box and with that STB, I also saw audio/video drop-outs and even a black screens from time to time.
@ParisParis I'm not sure what to suggest next. All that I can do for now is to provide a plausible explanation for what you are seeing based on my own actual experience with the Ignite TV service.
One thing that you can do is to run a ping test from a computer to check for excessive network latency and packet loss. This basically sends a type of "test packet" to well-connected Internet host, once per second, for one hour, and times how long it takes to get a response each time. If many test packets get lost/dropped or if it should take several seconds to get a response, then that would explain why you are seeing occasional freezes on Ignite TV.
@ParisParis one reason for modem to reboot on its own again and again is loss of communications with the neighbourhood node due to external cable / connector degradation. To that end, and despite whatever you've been told by tech support, can you post the downstream and upstream signal data in a post. Please follow the instructions in this following post and the next post to drill down into the modem user interface down to the signal data:
https://www.dslreports.com/forum/r32716143-
Then follow this post to copy and paste the data into a post here in this thread:
https://www.dslreports.com/forum/r32717105-
The tables should paste into a post so that we can scroll to the right, to review the whole table(s).
You indicated that you use a power bar. They normally last for a very long time, but, when they start to fail the metal oxide varistor that provides over-voltage protection in the power bar can emit a large amount of RF noise that can find its way to the modem and its cabling, basically killing your internet connection. The power bar is normally the last item that anyone ever thinks of. Can you completely disconnect from the wall socket and equipment if you haven't done so already and run your equipment temporarily off of extension cords as a trial.
Thanks for the update. I'm glad to hear that things are working well for you now! Given that replacing your outside cable fixed the problem, I'm surprised that Tech Support agents were unable to spot any issues with the signal to your modem.
@ParisParis wrote:
Have spoken to several technical support agents who always tell me everything looks fine on their end.
Unfortunately, I'm totally not surprised that the particular tech support staff member that you spoke with didn't see any issues. That is why I ask forum members who are having problems to post the signal levels, so that I can see them myself.
Nice to see that your cable service is working as you would expect it to work.
@phil57 wrote:
Me too.I've had it 10 days . First 9 were good but now it is unwatchable. Freezes every 5 sec to 20 sec. Then no sound ,then sound but no picture then neither.
This is the sort of thing that would happen if your set-top box experiences network connectivity problems that prevents Ignite TV from streaming smoothly.
I've said this in various threads many times before: for Ignite TV to work well, your Internet service needs to work well, your in-home network/WiFi needs to work well and, of course, your hardware all has to be in good working order.
I presume that tech support did a thorough check of the signals to your modem, verified that no errors were being logged in the modem or in your local node/CMTS, and that there were no obvious other problems affecting your neighbours or neighbourhood. If you go to http://10.0.0.1/ and log into your modem as admin, go to "Gateway > Connection > Rogers Network", scroll to the bottom to the "CM Error Codewords" section, you should not see a high number of Uncorrectable Codeword errors in any of the columns... especially the last one, which should be close to 0. If you do see a high number of errors, we can then take a look at your Downstream and Upstream channel stats. Also, make sure that the cable connection to the Ignite modem/gateway is screwed in tightly.
As for WiFi, a number of things could suddenly cause problems. Did you relocate either your Ignite gateway or your Ignite set-top box to put either of them out of site? Did you add any other WiFi devices, devices which are still active on the network but that are currently in a drawer or in a location that would cause a poor WiFi connection? Such a thing will degrade WiFi network performance for all devices, including those that are only a short distance away from your Ignite gateway. Have you tried repositioning your modem or set-top box, ensuring that they are in the open and that nothing is blocking or interfering with WiFi signals. When troubleshooting, also ensure that no other wireless devices that transmit on WiFi frequencies are in the vicinity of the set-top box.
Did you change anything else, including the power bars that your equipment is plugged into?
@Ryan_A looking at the signal data, the downstream signal levels are all high, within spec, but higher than the target 0 dBmV level. There's definitely an issue in the 575 to 625 Mhz range where the signal to noise levels drop down and you have high uncorrected codewords across the board. The upstream signal levels look normal.
You indicated that you had a storm on Jul 19th and that the issues have been observed since then.
1. Have you contacted tech support by now and if so, what was the response?
2. Would you happen to know if there were any lightning strikes near your home during the storm?
The drop in signal to noise ratios makes me think of cell phone noise ingress somewhere in the system, but, that could also be the result of some type of cable damage from the storm. If tech support looked at the wider area numbers, in terms of signal levels and signal to noise ratios, it should indicate if the issue is restricted to your service, you and your immediate neighbours or a wider area issue for your neighbourhood node.
One problem with the signal level layouts in all OFDM channel capable modems is that the OFDM channel signal data is not shown in detail. Your DOCSIS 3.0 signal levels are fairly consistent, so its possible that the DOCSIS 3.1 OFDM data is also consistent, won't know until someone has a close look at it.
To that end, copy the MAC address from the modem and paste that into a message to @CommunityHelps. Follow that link to the public page and look for the link to "Send this user a private message" Follow that link to the message composition page, fill in the subject, details as indicated in this thread, and the modems MAC address so that @RogersAndy can have a close look at the OFDM channel data. When you're logged into the forum, look for a number overlaying your avatar at the upper right hand corner of the page, which indicates a possible inbound message, mention in the forum or other event. The avatar serves as a link to your profile and message inbox and outbox. Follow the links down to the message inbox.
The one problem with intermittent disconnects is that the signal levels can look ok, but, you can still end up with packet loss between the modem and the neighbourhood node. The way to detect cable issues is to run a ping test to the Cable Modem Termination System. The cable path is:
1. Modem to house external demarcation
2. Demarc to local tap (nearby pedestal or utility pole)
3. Local tap to neighbourhood node
4. neighbourhood node to CMTS
The path from the modem to neighbourhood node is via cable.
The path from the neighbourhood node to CMTS is via fibre optics.
Typically, if there is a problem in the system, its usually from the external demarcation point to the local tap, which is RG-6 cable unless you have a very long cable run, in which case RG-11 is used. So, to determine if there is a connection issue that causes packet loss and disconnects, ping the CMTS.
To do that, assuming that the modem is in Gateway mode, first, run a trace to anywhere using a command prompt and the following command:
tracert -4 www.google.ca
The first hop IP address is the modem's LAN IP address.
The second hop IP address is the CMTS IP address.
Ping the CMTS using the following command:
ping -n 3600 xxx.xxx.xxx.xxx where xxx.xxx.xxx.xxx is that second hop IP address.
That test will run for 1 hour and terminate. When that is complete, right click on the top line of the command box. Select Edit .... Select All. Right click again, select Edit ..... Copy. Then paste that into a text editor so that you can copy the bottom results. Paste those results into a post and also into the message to @CommunityHelps.
To run a much longer ping test, use a larger number, above 3600 pings. Windows runs 1 ping per second.
You can also run a much longer ping test by using:
ping -t xxx.xxx.xxx.xxx
That will run until you use Ctrl c to stop the test. Copy the results as indicated above to post them into a post or message.
Its possible to run a test to the primary IPV4 DNS address as well. Use 64.71.255.204 to ping the DNS. I don't recommend running a test to the DNS until a long test to the CMTS has run and turned up essentially no losses. Ok, in that case, the next question is, what are the results thru and beyond the CMTS. Thats a valid question, but, first, the task at hand is to clear the modem to CMTS path of any technical issues.
If you happen to have underground cabling to the local tap (nearby pedestal) and had heavy rain, its definitely possible that the cable has some amount of water ingress. I wouldn't discount that at the present time.
Ok, that should to it for now.
Edit: note, the ping test should be run via ethernet connection to the modem, and for those who run the modem in Bridge mode with a router behind it, the ping test would be run via ethernet connection to the router, unless of course you prefer to kick the modem back into Gateway mode and run the test with an ethernet connection to the modem.
At the present time, thats the correct answer to the problem. Hopefully a maintenance crew can find the problem relatively quickly. Did the tech raise a ticket or work order on the spot, and if so, do you happen to have the ticket number that you can use to call in and inquire on the progress?
I was going to comment that I'm not happy with your ping test results. The normal average for a ping to the CMTS should be in the 8 to 13 milli-second range, with a handful of lost packets over the course of a 24 hour ping test. So, results like yours are either due to an issue between the CMTS and the modem, including the neighbourhood node, or perhaps a loading issue with the test device. With no other application running on a pc or laptop, I don't expect to see latency spikes as shown in your results. Just depends on the processor, memory and hard drive data rates of the test device.
What modem do you happen to have, the Arris TG-3482ER or the Technicolor CGM-4140COM? The model number is on the bottom of the modem.
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