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.
@t27c that 19% packet loss is pretty ugly. Just to see whats up between the modem and the Cable Modem Termination System (CMTS), can you run the following ping test to the CMTS:
ping -n 3600 99.255.58.1
That will run for an hour and terminate when complete.
The path from the modem outwards is:
modem -> splitter (?) -> Demarc -> Local Tap -> Neighbourhood node -> CMTS -> multiple servers -> target address
1. You may or may not have a splitter, depending on whether or not you have other Rogers products running:
2. The Demac is the demarcation between the Rogers external cable and the house cable system. That's the
Rogers box mounted outside of your home;
3. The local tap is the pedestal (possibly green in colour) close to your home. That services your home and
immediate neighbours on your side of the street;
4. Everything from the modem to the neighbourhood node is connected with cable.
5. From the neighbourhood node outward is fibre
So your test last night combined both cable and fibre to the DNS. I'd like to see the results running solely to the CMTS, which would exclude any network issues beyond the CMTS. Any packet loss issues are usually due to the external cable that connects your home to the local tap. There is always the possibility of issues between the local tap and the CMTS, but, the external cable is typically the starting point in terms of investigating the situation.
Can you confirm that you're running the ping tests via ethernet?
@YbTL if that's the case, my question in response would have been, "ok, is there a ticket open to fix the area?". If this is ongoing, I'd suggest calling tech support to ask specifically if there is a ticket in for the area to deal with the latency. Don't hesitate when it comes to looking for an answer that indicates current or near term action will address the latency.
Hi, yes, we're looking for the packet loss stats, just to see if they are any different from last night. You will see high times occur which are solely due to an internal timing issue within the modem. In the case of a ping test to the CMTS with this modem, its only usable for packet loss stats.
Ok, that's rather interesting. Can you fire up a ping test to the DNS again, don't have to run it for very long, just long enough to see if you see the same packet loss indications as last night. You can run it for a long period of time if you prefer. If you don't see the same loss to the DNS, stop the test and fire up your game to see how it runs.
ping -t 64.71.255.204
Use Ctrl C to bail out of the test.
The lack of any packet loss would indicate that there isn't any issue with the external cabling. We can run a test at a higher rate with a different application, but first, please run a quick check to the DNS and then switch to gaming mode 🙂
Ok, lets try the same test to google's DNS and OpenDNS as well. So, its interesting to see that there's no packet loss to the CMTS, but, beyond the CMTS there is packet loss, which would point to an possible overload situation at the CMTS.
So, same idea here, run it long enough to check for packet loss
Google DNS;
ping -t 8.8.8.8
OpenDNS:
ping -t 208.67.222.222
Both of those will run a ping test for the purpose of checking for any packet loss when you actually ping something beyond the CMTS.
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