Ok, that makes this easier to resolve as its the same modem that I'm using.
Can you log into the modem, navigate to the STATUS .... DOCSIS WAN tab, and copy the signal level stats, from the start of the "Downstream Overview" all the way to the bottom right hand corner of the table, which is the last line of the OFDMOFDMA Overview.
Select that whole area, right click .... Copy. Then in a new post, right click .... Paste. Lets see what if anything is going on with the signal levels.
After that, and when you have time, run a ping test to the Rogers Primary IPV4 DNS, 64.71.255.204:
ping -n 3600 64.71.255.204
That will run for an hour and stop automatically. When its done, right click on the top title bar of the command prompt, right click and select Edit .... Select All. Right click on the top title bar again, right click, select Edit ... Copy. Then paste that into something like Notepad. Copy the bottom results and paste that into a post. Its possible for the signal levels to look ok, but still end up with packet loss if there's an issue with the external cable and its connectors. So, with both data sets, we'll hopefully be able to see whats up.
Don't worry about the table. I've sorted it out and your signal levels are fine. One wouldn't expect any issues given those signal levels. so, the fact that your seeing time outs either means that the Cable Modem Termination System that you're modem connects to is heavily loaded, or, you have external cable issues. In either case, you would end up with packet loss that results in a timeout. I wouldn't expect the CMTS to be heavily loaded at this time of the morning. So, I'll be interested in the final results when the test finishes. If you run the test as: ping -t 64.71.255.204 it will continue until you use Ctrl C to bail out of the test.
One other test you can to is to ping the CMTS itself. To do that, run a trace to anywhere: tracert -4 www.google.com The first hop is the modem if its in Gateway mode, the second hop is the CMTS. Use that second hop IP address and ping that address. Ignore any high time pings as that is the result of an internal modem timing issue. The task at hand is to look for packet loss to the CMTS, which you will see as the test progresses, if in fact there is an issue with your external cabling.
One major note, the ping test must be done with an ethernet connected laptop or desktop to remove any wifi issues from the mix. It can be a useful test to ping the modem or router over wifi just to demonstrate how terrible wifi can be, but, for anything beyond the modem, it should always be done via ethernet.
Ok, so, with the final test to the CMTS, run for an hour or more, you can use that loss number to report the problem to tech support. Your signal levels look good, but, the loss number will indicate a problem with your external cables and connectors. Does the external cable run underground to a nearby pedestal, or overhead to the nearest utility pole?
Fwiw, the forum software is broken at the present time Its removing all line and paragraph spacing from a post when the user hits the post button. Aggravating to say the least.
Have a look at my post, just above your last post. Signal levels are fine, looks like a packet loss issue which won't show up in the signal level table.
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