Troubleshooting a Slow or Intermittent Connection (Wired Devices)

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We know troubleshooting isn’t everyone’s idea of a great time, but we’ve compiled a few steps here that should help put some of the control back in your hands as the customer.

 

 

When should I complete these steps?
If you’re experiencing consistent disconnects or slower than anticipated speeds with a wired connection on multiple devices.

 

Step 1: Checking your Modem
Has there been any change to the light pattern on your modem? If so, make a note of this as it’s an important piece of information for technical support.
Is the coaxial cable (black or crème cable) at the back of the modem connected securely? Careful as sometimes these can be quite tight already and may be warmer than you might anticipate.

Step 2: Disconnect 3rd Party Equipment
We would recommend at this time to disconnect any router, mesh network or switch you may have connected to the modem. This step is highly effective in ruling out those as a source of the experienced issue as well as reducing the visibility of false positives in your troubleshooting.

Step 3: Avoid Rebooting if You Have Time to Troubleshoot
At this point most would anticipate having to unplug their modem and plug it back in to see their connection return, if it’s worked before and you need it back now, by all means! If you have time to troubleshoot however we would recommend not doing so as this resets the internal timer on the modem showing its connection to the Rogers server. We’ll need that to help diagnose the source of the problem. If you must reboot now, feel free to return to these steps whenever you’re available.

 

Step 4: Log in To Your Modem!
This step is a lot simpler than it might seem and once you know what to expect and know what you’re looking for, you’ll be prepared to identify issues if they become visible!

  • Open up your preferred browser (Chrome is recommended) and navigate to this url: http://192.168.0.1
    If you have an IgniteTV XB6 modem however, navigate to http://10.0.0.1  

  • Logging in to legacy modems: CISCO DPC3825 / CGN2
    Username: cusadmin
    Password: password

  • Logging in to CGN and newer modems: (CGN3/CGNACR/CGNACSMR/CGNM)
    Username: cusadmin
    Password: This will be your WiFi password

  • IgniteTV XB6A/T
    Username: Admin
    Password: This will be your WiFi password

Once logged in navigate to the DOCSIS WAN page, this will typically be under the “Status” tab. Once there you’ll see something that resembles this!

Downstream Overview

Port ID

Frequency (MHz)

Modulation

Signal strength (dBmV)

Channel ID

Signal noise ratio (dB)

1

597000000

256QAM

1.400

8

38.983

2

849000000

256QAM

0.400

2

38.983

3

855000000

256QAM

0.800

3

38.983

4

861000000

256QAM

0.300

4

38.983

5

579000000

256QAM

1.100

5

38.983

6

585000000

256QAM

2.000

6

40.946

7

591000000

256QAM

1.700

7

40.366

8

303000000

256QAM

1.100

1

38.983

9

603000000

256QAM

1.400

9

38.983

10

609000000

256QAM

1.000

10

40.366

11

615000000

256QAM

0.900

11

38.983

12

621000000

256QAM

0.700

12

38.605

13

633000000

256QAM

0.500

13

38.983

14

639000000

256QAM

0.300

14

38.983

15

645000000

256QAM

0.200

15

38.605

16

651000000

256QAM

0.200

16

38.983

17

657000000

256QAM

-0.100

17

38.983

18

663000000

256QAM

-0.100

18

38.983

19

669000000

256QAM

-0.200

19

38.605

20

675000000

256QAM

-0.300

20

38.983

21

681000000

256QAM

-0.200

21

38.983

22

687000000

256QAM

-0.300

22

38.605

23

693000000

256QAM

-0.300

23

38.605

24

699000000

256QAM

-0.400

24

38.605

25

705000000

256QAM

-0.800

25

38.983

26

711000000

256QAM

-1.200

26

38.605

27

717000000

256QAM

-1.700

27

38.605

28

723000000

256QAM

-2.200

28

37.636

29

825000000

256QAM

-0.800

29

38.983

30

831000000

256QAM

-0.400

30

38.605

31

837000000

256QAM

0.000

31

38.983

32

843000000

256QAM

0.300

32

38.983

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

290600000

YES

YES

YES

3.000000

Upstream Overview

Port ID

Frequency (MHz)

Modulation

Signal strength (dBmV)

Channel ID

Bandwidth

1

23700000

ATDMA - 64QAM

30.500

2

6400000

2

38596000

ATDMA - 64QAM

34.250

3

3200000

3

30596000

ATDMA - 64QAM

37.750

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

 

So, let’s break down what’s important here and what we should expect to see.

  • Downstream Overview: A total of 32 channels should be here with an expected Signal Strength (dBmV) between -13.5 and 12 and an SNR above 38dBmv.
  • If you are DOCSIS 3.1 ENABLED (Viewable under OFDM Downstream Overview) this should be between -13 and 11dBmV.
  • Upstream Overview: A minimum of 3 and a maximum of 4 channels should be visible here. Not all areas will have 4 channels available/enabled. This range should be between 35dBmV (As low as 32 is acceptable during warmer seasons) and 52dBmV. Upstream SNR is only visible by Rogers technical employees.
  • If you’re not seeing all channels or a channel is outside of this range, then you may have located an issue. Feel free to provide a copy of these results within the Forums.

 

Step 5: Speed Testing!

 

A slower than anticipated connection to your home network can be incredibly troublesome to live with but identifying it needn’t be so troublesome. There are a couple of acceptable websites to run your speed test from

http://speedcheck.rogers.com/en.htm

http://www.speedtest.net

 

Both sites are powered by Ookla and guaranteed to find the closest server to you for the most accurate results!

 

  • How do speed tests work? – When running a speed test, a consistent stream of small pieces of information, known as packets, are sent and downloaded from the closest server obtainable by the site. The device you’re using will attempt to draw as much throughput as is available from the network at that time and for the duration of the test. At the end you’ll be provided with the result of the test.
  • What Device(s) to use? – A wired computer with a Gigabit network adapter/card as the primary is necessary. Connect this with an ethernet cable from your device to your Rogers modem.
  • Running your test – We recommend running the speed test with 2 separate devices at the same time. Either both wired with each having a Gigabit network card or, if unable, the second device can be a cell phone or tablet connected to WiFi using your 5Ghz frequency. Let us know if that’s the case and what the device / model is.
  • Why two devices? – Each device running will attempt to pull the maximum throughput it can based on what’s available. If the speed available combined exceeds that which can be seen on one device, this confirms for us the network availability vs what your device is seeing.

 

 

Step 6: Reach Out to us here on the Community Forums:

 

If you are experiencing poor performance on any modem and/or observe the following on your internet modem:

 

  1. Missing one or more channels on the downstream side or a signal level outside of the accepted range listed coupled with observed intermittency with a wired connection, slow wired speeds, or missing cable TV channels.
  2. Missing one or more channels on the upstream side or a signal level outside of the accepted range listed coupled with observed intermittency with a wired connection, slow wired speeds, or missing cable TV channels.
  3. Speed test with two devices at the same time (2 wired or 1 wired and 1 WiFi on 5G) with a combined speed lower than your plan.

If you have any doubt concerning your internet performance please post a question in the Rogers Community Forums along with your downstream tables, upstream tables and the results from a Rogers Speedcheck with an ethernet connected PC or laptop.  Any problems with wireless devices should first be approached from the ethernet connected point of view to ensure that the modem is operating normally.  Please post in any additional information such as whether or not you have services which include Rogers Cable TV and/or Rogers Home Phone, and if you are observing any problems with those services as well.  As well, indicate whether your home is an apartment, single family house, or other, as this may change the approach required to solve an internet problem.

 

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