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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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