Ignite service disconnecting every few minutes!!

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Datalink
Resident Expert
Resident Expert
Posts: 7,258

Re: Ignite service disconnecting every few minutes!!

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.



Rambler1
I've Been Here Awhile
Posts: 3

Re: Ignite service disconnecting every few minutes!!

Very on reliable service getting ready to get rid of this
phil57
I Plan to Stick Around
Posts: 45

Re: Ignite service disconnecting every few minutes!!

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. What a piece of work Ignite is. They can't be proud of this. Called "tech support" twice today everything was just great,said i needed pods that i didn't need the first 9 days. reboot,unplug, just keeps you busy,will have plugs wore out. I really liked it the first 9 days. Now I'm disgusted with it.

-G-
Resident Expert
Resident Expert
Posts: 2,057

Re: Ignite service disconnecting every few minutes!!


@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
I Plan to Stick Around
Posts: 9

Re: Ignite service disconnecting every few minutes!!

Having these exact same issues in the Mississauga area.

Middle of June to the end of the month, from what I was told, it was problems upstream from the node on the street. Senior tech came to my door on Canada Day to tell me everything was fixed. And everything was good...until the freak storm we had July 19th.

Since that day, I've had the modem drop off repeatedly, sometimes 15-20x per hour. I would lose internet connection as my work VPN would drop off or I would notice the TV go black for 2-10 secs, then come back.

Following some of the guidelines I'm seeing in this thread, logged into the modem and pasting the data here, with the hope someone is able to figure this out:

 

IndexLock StatusFrequencySNRPower LevelModulation

Downstream
Channel Bonding Value
15
1
2
3
4
5
6
7
8
9
10
11
12
13
14
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
 
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
645 MHz
279 MHz
849 MHz
855 MHz
861 MHz
579 MHz
585 MHz
591 MHz
597 MHz
603 MHz
609 MHz
615 MHz
621 MHz
633 MHz
639 MHz
651 MHz
657 MHz
663 MHz
669 MHz
675 MHz
681 MHz
687 MHz
693 MHz
699 MHz
705 MHz
711 MHz
717 MHz
723 MHz
825 MHz
831 MHz
837 MHz
843 MHz
350 MHz
275600000
40.3 dB
38.5 dB
40.8 dB
41.0 dB
40.8 dB
0.0 dB
31.2 dB
29.1 dB
31.7 dB
26.1 dB
26.8 dB
38.6 dB
29.2 dB
39.9 dB
39.4 dB
40.6 dB
39.7 dB
40.4 dB
40.4 dB
35.1 dB
31.6 dB
40.4 dB
40.3 dB
32.4 dB
32.4 dB
37.4 dB
39.9 dB
27.5 dB
41.3 dB
41.4 dB
39.8 dB
41.2 dB
39.0 dB
NA
8.4 dBmV
4.3 dBmV
8.1 dBmV
7.6 dBmV
6.9 dBmV
6.8 dBmV
7.0 dBmV
7.3 dBmV
7.4 dBmV
7.6 dBmV
7.4 dBmV
7.3 dBmV
7.5 dBmV
8.1 dBmV
8.2 dBmV
8.4 dBmV
7.9 dBmV
8.0 dBmV
7.9 dBmV
7.9 dBmV
7.9 dBmV
7.9 dBmV
8.0 dBmV
7.2 dBmV
5.9 dBmV
7.2 dBmV
7.4 dBmV
7.3 dBmV
9.1 dBmV
9.1 dBmV
8.8 dBmV
8.5 dBmV
4.7 dBmV
NA
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM
OFDM

 

Upstream

Channel Bonding ValueIndex

1
2
3
4

Lock Status

Locked
Locked
Locked
Locked

Frequency

22 MHz
25 MHz
30 MHz
36 MHz

Symbol Rate

2560
2560
5120
5120

Power Level

37.0 dBmV
37.0 dBmV
38.0 dBmV
38.3 dBmV

Modulation

QAM
QAM
QAM
QAM

Channel Type

TDMA_AND_ATDMA
TDMA_AND_ATDMA
ATDMA
ATDMA

 

IndexUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords

CM Error Codewords
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
18765192
66705081
66582366
66644216
66670545
60910803
59926626
61489422
62425908
64671439
64173698
66686044
68876667
70193811
72619654
72281309
73225496
73224894
72405602
62316673
69613075
61795393
73664722
72702377
70856326
60293926
74258176
70202030
62766520
64494991
64879205
66346539
18765192
16554401
1536754
63095
17932
4096
4435640
4049795
4315438
4515571
4358829
4387945
4408039
4356589
4114491
3673878
3421515
2909315
2698988
2826113
2152925
2274412
2190740
2494864
2523210
2682418
1807242
2023374
1908568
2093090
1589440
1423741
528699
16554401
0
6192333
6745
1022
50
18746031
16242460
17857270
17894769
15576072
15986414
13325154
11024497
9710598
8796969
8552240
8129820
8108681
8243394
6920140
7714498
7242727
8713707
9421183
9389006
6842457
8035066
7639334
2123925
907485
705930
132350
0

 

Thanks,

Ryan

Datalink
Resident Expert
Resident Expert
Posts: 7,258

Re: Ignite service disconnecting every few minutes!!

@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. 



Ryan_A
I Plan to Stick Around
Posts: 9

Re: Ignite service disconnecting every few minutes!!

Thanks Datalink!

I've had two techs come by. Yesterday's visit provided me with a new modem and said that he wasn't seeing any issues with the signal. Today tech took a much more exhaustive attempt. We tested by hooking up the modem outside of the house, to eliminate the line coming into the house. Seemed to be fine, but this issue usually takes a few minutes to reappear after resetting the modem.

Of note, there's a second modem occupying the line, not an Ignite modem. That one is for my mom's work connection. So I've done pretty much everything I can inside: changed splitter, changed coaxial cables, removed the second modem from the equation. Nothing has stabilized the connection.

I don't believe lightning hit that day, just heavy winds and rain for about an hour.

I've been assured I'm the only person in the area having these issues, so it must be localized. The last two options I can think of is replacing the line from the node to the house, and the feed from outside the house to the inside. I'm lucky since the node is on the boulevard right outside my house.
Datalink
Resident Expert
Resident Expert
Posts: 7,258

Re: Ignite service disconnecting every few minutes!!

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. 



Ryan_A
I Plan to Stick Around
Posts: 9

Re: Ignite service disconnecting every few minutes!!

Ha, thanks! I started running from my laptop wirelessly until I read your edit. Below is what I got back:

 

Reply from 99.233.28.1: bytes=32 time=10ms TTL=63
Reply from 99.233.28.1: bytes=32 time=8ms TTL=63
Reply from 99.233.28.1: bytes=32 time=9ms TTL=63
Reply from 99.233.28.1: bytes=32 time=10ms TTL=63
Reply from 99.233.28.1: bytes=32 time=7ms TTL=63
Reply from 99.233.28.1: bytes=32 time=8ms TTL=63
Reply from 99.233.28.1: bytes=32 time=10ms TTL=63
Reply from 99.233.28.1: bytes=32 time=9ms TTL=63
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Reply from 99.233.28.1: bytes=32 time=36ms TTL=63
Reply from 99.233.28.1: bytes=32 time=8ms TTL=63
Reply from 99.233.28.1: bytes=32 time=11ms TTL=63
Reply from 99.233.28.1: bytes=32 time=36ms TTL=63
Reply from 99.233.28.1: bytes=32 time=16ms TTL=63
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Reply from 99.233.28.1: bytes=32 time=9ms TTL=63
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Reply from 99.233.28.1: bytes=32 time=66ms TTL=63
Reply from 99.233.28.1: bytes=32 time=8ms TTL=63
Reply from 99.233.28.1: bytes=32 time=8ms TTL=63
Reply from 99.233.28.1: bytes=32 time=9ms TTL=63
Reply from 99.233.28.1: bytes=32 time=9ms TTL=63
Reply from 99.233.28.1: bytes=32 time=10ms TTL=63
Reply from 99.233.28.1: bytes=32 time=9ms TTL=63
Reply from 99.233.28.1: bytes=32 time=10ms TTL=63
Reply from 99.233.28.1: bytes=32 time=18ms TTL=63
Reply from 99.233.28.1: bytes=32 time=11ms TTL=63
Reply from 99.233.28.1: bytes=32 time=41ms TTL=63
Reply from 99.233.28.1: bytes=32 time=16ms TTL=63
Reply from 99.233.28.1: bytes=32 time=9ms TTL=63
Reply from 99.233.28.1: bytes=32 time=13ms TTL=63
Reply from 99.233.28.1: bytes=32 time=7ms TTL=63
Reply from 99.233.28.1: bytes=32 time=9ms TTL=63
Reply from 99.233.28.1: bytes=32 time=9ms TTL=63
Reply from 99.233.28.1: bytes=32 time=9ms TTL=63
Reply from 99.233.28.1: bytes=32 time=9ms TTL=63
Reply from 99.233.28.1: bytes=32 time=10ms TTL=63
Reply from 99.233.28.1: bytes=32 time=34ms TTL=63
Reply from 99.233.28.1: bytes=32 time=9ms TTL=63
Reply from 99.233.28.1: bytes=32 time=8ms TTL=63
Reply from 99.233.28.1: bytes=32 time=8ms TTL=63
Reply from 99.233.28.1: bytes=32 time=13ms TTL=63
Reply from 99.233.28.1: bytes=32 time=12ms TTL=63
Reply from 99.233.28.1: bytes=32 time=11ms TTL=63
Reply from 99.233.28.1: bytes=32 time=9ms TTL=63
Reply from 99.233.28.1: bytes=32 time=8ms TTL=63
Reply from 99.233.28.1: bytes=32 time=11ms TTL=63
Reply from 99.233.28.1: bytes=32 time=38ms TTL=63
Reply from 99.233.28.1: bytes=32 time=10ms TTL=63
Reply from 99.233.28.1: bytes=32 time=9ms TTL=63
Reply from 99.233.28.1: bytes=32 time=9ms TTL=63
Reply from 99.233.28.1: bytes=32 time=12ms TTL=63
Reply from 99.233.28.1: bytes=32 time=2343ms TTL=63
Reply from 99.233.28.1: bytes=32 time=33ms TTL=63
Reply from 99.233.28.1: bytes=32 time=7ms TTL=63
Reply from 99.233.28.1: bytes=32 time=12ms TTL=63
Reply from 99.233.28.1: bytes=32 time=9ms TTL=63
Reply from 99.233.28.1: bytes=32 time=9ms TTL=63
Reply from 99.233.28.1: bytes=32 time=13ms TTL=63
Reply from 99.233.28.1: bytes=32 time=11ms TTL=63
Reply from 99.233.28.1: bytes=32 time=10ms TTL=63
Reply from 99.233.28.1: bytes=32 time=11ms TTL=63
Reply from 99.233.28.1: bytes=32 time=9ms TTL=63
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Reply from 99.233.28.1: bytes=32 time=67ms TTL=63
Reply from 99.233.28.1: bytes=32 time=7ms TTL=63
Reply from 99.233.28.1: bytes=32 time=9ms TTL=63
Reply from 99.233.28.1: bytes=32 time=8ms TTL=63
Reply from 99.233.28.1: bytes=32 time=8ms TTL=63
Reply from 99.233.28.1: bytes=32 time=9ms TTL=63
Reply from 99.233.28.1: bytes=32 time=9ms TTL=63
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Reply from 99.233.28.1: bytes=32 time=9ms TTL=63
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Reply from 99.233.28.1: bytes=32 time=19ms TTL=63
Reply from 99.233.28.1: bytes=32 time=11ms TTL=63
Reply from 99.233.28.1: bytes=32 time=9ms TTL=63
Reply from 99.233.28.1: bytes=32 time=9ms TTL=63
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Reply from 99.233.28.1: bytes=32 time=9ms TTL=63
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Reply from 99.233.28.1: bytes=32 time=15ms TTL=63
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Reply from 99.233.28.1: bytes=32 time=9ms TTL=63
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Reply from 99.233.28.1: bytes=32 time=11ms TTL=63
Reply from 99.233.28.1: bytes=32 time=11ms TTL=63
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Reply from 99.233.28.1: bytes=32 time=11ms TTL=63
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Reply from 99.233.28.1: bytes=32 time=9ms TTL=63
Reply from 99.233.28.1: bytes=32 time=10ms TTL=63
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Ping statistics for 99.233.28.1:
Packets: Sent = 3600, Received = 3511, Lost = 89 (2% loss),
Approximate round trip times in milli-seconds:
Minimum = 4ms, Maximum = 3893ms, Average = 27ms

Ryan_A
I Plan to Stick Around
Posts: 9

Re: Ignite service disconnecting every few minutes!!

Update on the situation!

Senior tech came by today, ran a line directly from the tap to the modem. Problem still happening.

So he determined that there's a problem before the tap and has referred it to maintenance now.

Apparently the problem is actually greater than just my house based on scans he ran, but no one in the neighbourhood has reported their issues.