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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 intermittent or consistent latency/high ping when gaming, streaming, and/or during voice/video calls with a wired connection to your modem. Step 1: Prerequisites Complete each of the steps outlined in the Intermittent / Slow Troubleshooting Guide (Link) Step 2: Reboot! If you haven’t yet already, reboot both your device and your modem. If the issue persists, continue on with Step 3. Step 3: Ping Test Ping is a networking utility program or a tool to test if a specific host is reachable. A ping test sends a small data packet to a server and if it receives a data packet back, then you have a connection. Throughout the test this test will identify how long it takes to send and receive those packets. Setting the number of pings via -n 50, sets the request to send 50 packets and measure the time for each. We will be looking to see if the latency (the time to send/receive the data packet) exceeds 100ms. To perform a Ping test on Windows: Open the command prompt. Go to Start > Run > Type: cmd > Hit Enter In the newly opened command prompt window, type: ping -n 50 www.google.com You may have to wait up to a minute or more for the test to complete Once completed highlight the Ping Statistics results at the bottom with your mouse then ctrl+c on your keyboard to cop Provide the Ping Statistics results (bottom 4 lines) in the Forums or to Support for analysis Performing a Ping test in Mac OS X Launch Network Utility (Search Network Utility in Spotlight and choose the first option) Click the Ping option in the top menu Enter the network address to ping: www.google.com Select and enter: Send only “50” pings  Click Ping at the bottom right Select the Ping Statistics results at the bottom of the window below, and then right-click and select Copy or press COMMAND+C to copy the text. Provide the Ping Statistics results (bottom 3 lines) in the Forums or to Support for analysis Example Ping Test Result: Ping statistics for 172.217.164.238:     Packets: Sent = 50, Received = 50, Lost = 0 (0% loss), Approximate round trip times in milli-seconds:     Minimum = 8ms, Maximum = 61ms, Average = 15ms   Step 4: Traceroute Traceroute, also called tracepath or tracert, is a network tool used to determine the path packets take from one IP address/device location to another. When completing a traceroute the time it takes to reach each “hop”/location will be timed. We will be looking for latency here that exceeds 100ms within the Rogers network (typically the first 3-6 hops). Completing the traceroute will require a test completed to google.com or to the ingest server you’re experiencing latency with. For assistance with that you can reach out to their support directly. To run traceroute on Windows: Open the command prompt. Go to Start > Run > Type: cmd > Hit Enter In the newly opened command prompt window, type: tracert www.google.com You may have to wait up to a minute or more for the test to complete Once completed highlight the results with your mouse then ctrl+c on your keyboard to copy Provide the complete results (every line) in the Forums or to Support for analysis Performing a Traceroute in Mac OS X Launch Network Utility (Search Network Utility in Spotlight and choose the first option) Click the Traceroute option in the top menu Enter the network address to trace an internet route to: www.google.com Click Trace at the bottom right Select the results in the window below, and then right-click and select Copy or press COMMAND+C to copy the text Provide the complete results (every line) in the Forums or to Support for analysis Example Traceroute Result: Tracing route to google.com [172.217.164.238] over a maximum of 30 hops:   1     2 ms     1 ms     2 ms  hitronhub.home [192.168.0.1]   2    19 ms    13 ms    12 ms  99.xxx.xxx.x   3    10 ms    10 ms    11 ms  8081-dgw01.ym.rmgt.net.rogers.com [67.xxx.xxx.xxx]   4    11 ms    10 ms    17 ms  0-14-0-11-cgw01.ym.rmgt.net.rogers.com [209.xxx.xxx.xxx]   5    12 ms    10 ms    16 ms  209.148.235.133   6     *        *        *     Request timed out.   7    12 ms    13 ms    13 ms  74.125.244.145   8    13 ms    14 ms    20 ms  216.239.41.247   9    12 ms    14 ms    14 ms  yyz12s05-in-f14.1e100.net [172.217.164.238] Trace complete.   Step 5: Persistence If your latency is persistent and intermittent then consecutive traceroutes may be necessary to have visibility of the latency. We recommend running the tracert test consecutively over a 2-5-minute period. Let support or us in the Forums know how often the latency becomes visible as this will be helpful when attempting to replicate. 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:   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. 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. 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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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 3 rd 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:   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. 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. 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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Curious how fast your Internet connection is? Trying to troubleshoot a speed related issue? Look no further!   Open your preferred Web browser and go to   Rogers Speed Check. Click   Check Your Speed   and then   Begin Test   in the new window that will be opened. Watch while Rogers Speed Check measures your download and upload speeds. Check out this quick tutorial on best practices while testing your internet speeds. Jargon Buster   Upload: This is the speed at which  your upstream Internet connection allows you to send files to other computers, servers or other online resources.    Download:   This is the speed at which your downstream Internet connection allows you to receive files.    Gbps/Mbps/Kbps:   Stands for Gigabits, Megabits and Kilobits per second. Gigabits, Megabits and Kilobits are a measure of data speed, not to be confused with a Gigabytes, Megabytes or Kilobytes which are a measure of data storage. There are eight Megabits in a Megabyte. In other words, divide the speed in megabits per second (Mbps) by eight to get the megabytes per second (MB/s).  
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Download and Install Rogers Online Protection   The following steps explain how to download and install Rogers Online Protection (ROP) 1. Go to the   Online Protection page on the Rogers.com website 2. Scroll to the   Package/Price   section and click   Select   on the type of protection you wish to download     •  Rogers Online Protection Basic (Free)     •  Rogers Online Protection Premium ($4.99/month)   3. Click   Download 4. If you wish to download the Basic Version, click “Click here to download again”     •  If you wish to download the Premium Version click “Sign Up Now”     •  Agree to the Terms of Service     •  Fill out your personal information     •  Confirm purchase 5. When prompted select   Open File 6. When the file is finished downloading click   Run 7. When the install wizard opens do the following:       •   Click Next     •  Agree to the Terms of Service     •  Click   Next     •  Click   Install     •  When the install in complete click   Finish
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Creating a Rogers email address is quick and easy!     First, go to www.rogers.com/begin and enter your registration key and registration number. Your Registration Key is your Rogers Account Number with an 'S' in front of it, and your Registration Number is the last 4 digits of your home phone number repeated two times. Once you’ve filled those in, click Next and enter the required information to create your email address. Click Next, then Finish. Looking for your Registration Key & Number?   Your Registration Key is your Account Number with an 'S' in front of it. For Example, If your account number is: 251-123456789 Then your Registration Key is S251123456789 (remove any spaces or dashes) Your account number can be found:   In your confirmation email that you received when you signed up for service When you sign in to MyRogers On the paper invoice you receive in the mail Your Registration Number is the last 4 digits of your primary phone number repeated twice.
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Looking to change your WiFi password? Look no further!   Follow along with this step by step video for instructions.     You can find more How To videos on our YouTube channel here:  Rogers How-To Videos
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Need help setting up your Rogers modem and WiFi? Follow along with this video for a quick and easy setup!   You can find more How To videos on our YouTube channel here: Rogers How-To Videos
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  PROBLEM:   I can’t connect to the internet from any of the computers on my network. How can I troubleshoot before calling in for help?   ANSWER:   The problem most likely lies with either your modem or the configuration of your router (if you have one). Follow the steps below, in the order they appear, to try to fix your problem.     STEP 1: RESTART YOUR COMPUTER Sounds basic, but this simple step often resolves minor issues relating to connectivity. You may also try shutting it down completely and then waiting a few minutes before restarting.   STEP 2: RESTART YOUR MODEM Unplug your modem’s power cord, and if you have a router, unplug that as well. Then wait one full minute before plugging your modem back in. Wait for the lights on your modem to turn solid green (not flickering). If you unplugged your router, plug it back in and wait for it to connect to your modem. Now, wait up to 10 minutes before your modem goes online.   STEP 3: CHECK YOUR CABLES Modem lights still not coming on solid? Ensure all power cables and wires are firmly attached to the correct ports.   STEP 4: SECURE YOUR CONNECTION Some modems have a “link” or “PC” light that indicates whether or not your computer is connected to the modem. If this light is off or flashing, then your connection isn’t secure. If the modem is connected to your computer through a network card or port, then ensure that the cable is securely connected to the computer and modem. Never connect your computer to a modem using a USB cable and a network adapter cable. There should only be one cable connecting them.       Diagnosing Slow Internet and other Signal Related Issues:     In order to examine the DOCSIS Wide Area Network (WAN) data, you will need to log into your modem in order to access the DOCISIS WAN page.  Instructions & Models are as follows:   Cisco DPC3825 Directly connect an Ethernet cable from the modem to the computer. Open a web browser and enter the following address to access the gateway login page:   192.168.0.1. Login with: Username:   cusadmin Password:   password   (Or with user password if already set) 4. Click   Status   at the top of the page and the   DOCSIS WAN   tab.   Downstream Channels                                 Power Level       Signal to Noise Ratio Channel 1:           0.0 dBmV             38 dB Channel 2:           0.0 dBmV             38 dB Channel 3:           0.0 dBmV             38 dB Channel 4:           0.0 dBmV             38 dB Channel 5:           0.0 dBmV             38 dB Channel 6:           0.0 dBmV             38 dB Channel 7:           0.0 dBmV             38 dB Channel 8:           0.0 dBmV             38 dB   ( Ideal/typical  level or range:            0.0 dBmV             36 – 40 dB )     Upstream Channels                                   Power Level       Channel 1:           38 dBmV Channel 2:           38 dBmV Channel 3:           38 dBmV Channel 4:           38dBmV   ( Ideal/typical  level or range:           36-40 dBmV )       Hitron CGN2 Directly connect an Ethernet cable from the modem to the computer. Open a web browser and enter the following address to access the gateway login page:   192.168.0.1. Login with: Username:   cusadmin Password:   password   (Or with user password if already set) 4. Click   Status   at the top of the page and the   CM STATUS   tab.     Downstream Channels Downstream Port:               1                 2                 3                 4                   5                  6                 7                   8 Frequency (MHz):          693.000     669.000     675.000    681.000      687.000     699.000    705.000       711.000 Modulation:                    256 QAM  256 QAM  256 QAM  256 QAM   256 QAM  256 QAM  256 QAM    256 QAM Signal power (dBmV):   0.0              0.0              0.0              0.0               0.0              0.0              0.0                0.0       Signal noise ratio (dB):  38.0           38.0            38.0           38.0             38.0            38.0            38.0             38.0   Channel ID:                     17               13               14               15                16               18                19                20 ( Ideal/typical  level or range: Signal Power  0.0 dBmV     Signal to Noise Ratio 36 – 40 dB )     Upstream Port:                                               1                              2                            3                         4 Frequency (Hz):                     38596000            30596000            23700000 Bandwidth (kbps/KHz):        3200000              6400000               6400000 ModulationType:                  ATDMA                ATDMA                  ATDMA Signal power (dBmV):             38.0                       38.0                        38.0     Channel ID:                                 1                             2                             3   ( Ideal/typical  level or range:           36-40 dBmV )           Hitron CGN3 and CGN3ACR/CGNM Directly connect an Ethernet cable from the modem to the computer. Open a web browser and enter the following address to access the gateway login page:   192.168.0.1. Login with: Username:   cusadmin Password:   password   (Or with user password if already set) 4. Click   Status   at the top of the page and the   DOCSIS WAN   tab.     Downstream                                                                      Port  Frequency  Modulation    Signal        Signal   Channel ID        (MHz)                                 strength    noise          ID                                                                           (dBmV)      ratio                                                                            (dB) 1     645000000      256QAM         1.5       37.636         105 2     591000000      256QAM         2.1       38.605           97 3     597000000      256QAM         2.4       38.605           98 4     603000000      256QAM         1.7       37.636           99 5     609000000      256QAM         1.1       38.605         100 6     615000000      256QAM         0.9       37.636         101 7     621000000      256QAM         1.0       37.356         102 8     633000000      256QAM         1.6       37.356         103 9     639000000      256QAM         1.7       37.636         104 10    651000000    256QAM         1.1       37.636         106 11    657000000    256QAM         0.8       37.636         107 12    663000000    256QAM         1.1       37.636         108 13    669000000    256QAM         1.3       37.636         109 14    675000000    256QAM         1.8       37.356         110 15    681000000    256QAM         1.8       37.636         111 16    687000000    256QAM         1.5       37.356         112 17    693000000    256QAM         0.9       37.356         113 18    699000000    256QAM         0.5       36.61           114 19    705000000    256QAM         0.2       36.61           115 20    711000000    256QAM         0.7       37.356         116   ( Ideal/typical  level or range:   0.0 dBmV    36 – 40 dB )     Upstream Channels                                Power Level       Channel 1:           38 dBmV Channel 2:           38 dBmV Channel 3:           38 dBmV Channel 4:           38dBmV   (Ideal/typical  level or range:        36-40 dBmV)       What to look for:   Although each model is different, they must subscribe to the DOCSIS 3.0 signal requirements.  There will of course be a difference between the number of channels observed with 8 or 20 channels utilized for downstream transmission, however, the signal levels and signal to noise ratios will be the same when the same type of modulation is used, ie, 64 QAM, 256 QAM, etc.     Downstream:   In this case there should be 8 operating channels for the Hitron CGN2 and Cisco DPC3825, and 20 operating channels for the Hitron CGN3 and CGN3ACR.  Ideally the downstream signal levels across all channels should read 0.0 dBmV.  It is normal to see a difference of three to four dBmV from the highest to the lowest signal level, and usually the signal levels will remain in a close grouping within that range.  The signal to noise ratios should be between 36 to 40 dB typically and there may be occasional high or low values that lie outside of that window by two or three dB.    Upstream:   For the upstream, all modems should have a minimum of three channels running.  In some areas four upstream channels may be observed.  The signal levels should be in the 36 to 40 dBmV range typically.  Those values are the modem output power levels for channels transmitting back to the Cable Modem Termination System (CMTS).  As the external cables and connectors age, the CMTS and modem communicate with each other to set that power level, and with aging affecting the external cables and connectors, that signal level goes up to overcome the increasing losses in the cables and connectors.  If the modem can't supply enough power for three channels as the losses have become too great, it drops one upstream channel, thus running on two channels.  If there isn't enough power for dual channel operation at some point, another channel is dropped. At this point, in single channel operation, you will typically see severe degradation in the cable data rates.    Signal level limits   Downsteam:  Signal power 0 dBmV (nominal) + / - 15 dBmV                          Signal to Noise Ratio range (typical) 36 to 40 dB.  Ideally, this should not drop below a  34/35 dB level, especially when combined with low signal levels which range below 0  dBmV.   Upstream:  Signal Power 36 to 40 dBmV (typical) with an upper limit at 51 dBmV for three channel  operation.  There should be a minimum of three upstream channels running.       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:   Missing one or more channels on the downstream side: Missing one or more channels on the upstream side, i.e., only running on one or two channels; Signal Levels which are down below -7/8 dBmV coupled with observed poor internet speeds or missing cable TV channels; Signal levels above 7/8 dBmV coupled with observed poor internet or missing cable TV channels   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.     **************** Thank You @Datalink for putting together this extensive troubleshooting document.
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