Hey @youutube88,
It's difficult to say exactly where the issue may lie at this point. The issue could be due to several different things. It will be best that we take a closer look at our end so we can check a few areas, run some further diagnostics and rule certain things out.
If possible, please send us a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, please CLICK HERE.
Thank you!
RogersLaura
Hello, @Caitwyn
Welcome to the Rogers Community Forums!
Dealing with any kind of packet loss is a major nuisance, especially when it's affecting your ability to work from home. =(
The signal levels look really good but that packet loss is a big issue. Since you've already had numerous technicians out we'd like to review their notes before determining how to proceed. Please send a private message to @CommunityHelps so we can review the notes on your file and run some tests on our end.
Not familiar with our private messaging system? No worries, Click Here.
RogersTony
@RumalYapa do you have the white Hitron CODA-4582 modem, or one of the older black CGN3xxx modems. The modem model will be seen on the back of the modem. If so, in either case, can you log into the modem and confirm what Software (firmware) version is currently loaded as shown on the STATUS page. Then navigate to the STATUS .... DOCSIS WAN tab. Select or highlight, from the start of the Downstream Overview line, all the way to the bottom right hand corner of the bottom OFDMA/OFDM section, right click .... Copy. Then in a new post, right click .... Paste. The pasted table should look like the table in the modem.
If you have one of the new XB6 modems, the modem model is found on the bottom of the modem. It will either be an Arris or Technicolor modem. I just need know which one. In this case, there is a signal level table that runs horizontally. Its still possible to copy that table and paste it into a post. Its a similar procedure, start at the upper left hand corner of the table and select all the way to the very right hand bottom corner. You need to be a little careful to copy the entire table as you have to start the selection process with the shift key held down, then scroll right to the end of the table and select the bottom right hand corner. Right click .... Copy. Then in a new post, Right click .... Paste. That should paste in the table with a scroll bar at the bottom of the image.
Did tech support ever run a signal check on your modem?
When the field tech was at your home, did he physically check the external cable and its connectors? The techs can access the modem data remotely, so, I suspect there's a chance that there wasn't much of an external inspection.
Can you also run the following test to check for packet loss:
ping -n 3600 64.71.255.204
That will run a ping test to the Rogers primary Domain Name Server (DNS) for one hour and terminate after the test completion. At that point, right click on the top title bar of the command prompt box, right click, select .... Select All. Right click again .... select .... Copy. Then paste that into something like Notepad or other text editor of choice, copy the bottom test results and paste that into a post.
Hopefully the signal levels and ping test results will shed some light on the situation.
@Caitwyn can you post the whole signal level table please. Include the top section as you've already done. Please log into the modem and navigate to the STATUS .... DOCSIS WAN tab. Select or highlight, from the start of the Downstream Overview line, all the way to the bottom right hand corner of the bottom OFDMA/OFDM section, right click .... Copy. Then in a new post, right click .... Paste. The pasted table should look like the table in the modem.
I'm wondering where your upstream signal levels are currently at.
Are you making any progress on the problem with @RogersTony ?
@Caitwyn thanks very much. The signal levels don't look too bad at all. The downstream DOCSIS 3.0 channels 1 to 32 are a little high but thats ok. The modulation at 256 QAM is good and the signal to noise ratios are good. The upstream DOCSIS 3.0 channels are a little high for this modem, but where their sitting is fine.
The DOCSIS 3.1 OFDM channel is always a mystery as the modem doesn't present all of the data necessary to determine the health of the OFDM channel itself. So the signal level, signal to noise ratio and QAM level are not presented to the end user. Tech support has access to that data. From the signal levels of the DOCSIS 3.0 channels, I wouldn't suspect any issues with the DOCSIS 3.1 channel, but, tech support or @RogersTony would have to specifically check those parameters.
The OFDM channel health is important as the modem uses that channel for its downstream data, and doesn't uses the upper DOCSIS 3.0 channels unless the OFDM channel fails.
The fact that you're seeing packet loss to Rogers primary IPV4 DNS isn't a huge surprise. That points to a possible issue with your external cable and its connectors. To determine that you can run another ping test to the Cable Modem Termination System (CMTS). To do that, run a trace to anywhere:
tracert www.google.ca
When that is completed, use the second hop IP address as a ping target. That second hop is the CMTS, and it won't matter if you have the modem in gateway mode with a direct connection, or the modem in Bridge mode with a router behind it, the second hop is the CMTS. The actual path from your modem to the CMTS is as follows:
modem -> splitter -> external demarcation point -> local tap -> neighbourhood node -> CMTS
From the modem to the neighbourhood node, the path runs over cable. From the neighbourhood node to the CMTS, the path runs over fibre. The typical location for cable issues is at the external demarcation (connection) point just outside your home, the cable running to the local tap (pedestal or utility pole) and the connection point at that local tap. From the local tap, the cable that is used is a much heavier cable and its usually more reliable over the length of its lifespan.
So, running a ping test to the CMTS will usually find issues with packet loss in the local cable run from your home to the local tap. While you can have signal levels that look ok, you can still have problems with that cable and its connectors. So, easy test:
tracert www.google.ca
ping -n 3600 xxx.xxx.xxx.xxx where xxx.xxx.xxx.xxx is the second hop IP address from the trace.
Ignore any high time pings that you see in the trace. With the Coda-4582, you will see high time returns from the CMTS due to a firmware change introduced in version 2.0.10.27. Those high time returns are not seen on any ping beyond the CMTS, so its a local issue only. However, this test is perfectly valid for the purposes of looking for packet loss between the modem and the CMTS. While the packet loss is usually found in the local cable, there is always the chance that its due to cabling up to neighbourhood node, or due to amplifiers or equalizers on the line. If that's the case, this becomes an issue that requires a maintenance crew.
By running a ping test to the CMTS, you avoid any network issues beyond the CMTS. So it serves to isolate the problem location to one of before the CMTS, or after the CMTS.
Here's an example. Note the first high time ping in the test, which is typical of a ping test. Note that there is no packet loss:
tracert www.google.ca
Tracing route to www.google.ca [172.217.164.195]
over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms RT-AC86U
2 14 ms 20 ms 11 ms 174.112.xxx.xxx
3 14 ms 11 ms 10 ms 67.231.221.77
4 15 ms 14 ms 16 ms 209.148.236.173
5 18 ms 15 ms 17 ms 9301-cgw01.ym.rmgt.net.rogers.com [209.148.229.229]
6 17 ms 17 ms 19 ms 209.148.230.10
7 19 ms 20 ms 18 ms 72.14.216.54
8 20 ms 20 ms 17 ms 209.85.249.37
9 16 ms 21 ms 21 ms 216.239.42.139
10 23 ms 21 ms 17 ms yyz12s04-in-f3.1e100.net [172.217.164.195]
Trace complete.
ping -n 3600 174.112.xxx.xxx
Pinging 174.112.xxx.xxx with 32 bytes of data:
Reply from 174.112.xxx.xxx: bytes=32 time=91ms TTL=63
Reply from 174.112.xxx.xxx: bytes=32 time=9ms TTL=63
Reply from 174.112.xxx.xxx: bytes=32 time=15ms TTL=63
Reply from 174.112.xxx.xxx: bytes=32 time=11ms TTL=63
Reply from 174.112.xxx.xxx: bytes=32 time=16ms TTL=63
etc
etc
etc
Ping statistics for 174.112.xxx.xxx:
Packets: Sent = 3600, Received = 3600, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 5ms, Maximum = 91ms, Average = 13ms
When you run your ping tests and speedtests, are you running those via ethernet, or wifi? They should be run via ethernet.
Your DOCSIS 3.0 signal levels are higher than I would like to see them. They're at the point where I'd like to see an attenuator installed. QAM is good at 256, signal to noise ratios are good. The upstream DOCSIS 3.0 levels are ok as well.
The OFDM channel is an unknown as the signal level, signal to noise ratio and QAM level aren't presented to the user. Tech support has access to that data so you would have to call tech support to check the OFDM channel. The OFDM channel is important as the modem uses that channel for its downstream data and only falls back on the upper DOCSIS 3.0 channels if the OFDM channel fails.
Can you run a ping test to the CMTS as detailed just above your post? Please run that via ethernet for 3600 pings (one hour).
Do you run the modem in Gateway mode and connect to it via wifi or ethernet. Just wondering where you're seeing the poor performance, over wifi, over ethernet or both. Do you have a wifi scan program available to check for interference from your neighbours? If you need a windows application, download Winfi Lite from:
http://www.helge-keck.com/index.html
To bring up the graphical display, select the wrench symbol (tool icon) in the second row on the right hand side. That brings up the bottom display. Select Spectrum from that display to see the graphical network display. That display depends on the 2.4 Ghz, 5 Ghz or All at the top of the application.
Note that swapping the modem will result in a new MAC address and a new WAN IP address. That will take care of the DDOS. Note that this is an issue with Intel Puma modems, of which the CODA-4582 is one. Intel has released firmware updates to take care of DDOS problems with Puma modems, but, no company or individual has released any test results that show that DDOS is a thing of the past. Maybe not??
Edit: can you log into the modem and check the Software (firmware) version that is loaded. Please let me know what version is loaded.
In either case, with the modem in Gateway mode and a direct connection to the modem, or with the modem in Bridge mode with a router behind it, the second IP address is the CMTS.
With the modem bridged and a direct connection to the modem, the first IP address is the CMTS. Please don't run that configuration. I'd say that all of the Rogers IP addresses are scanned probably two or more times per minute, so anyone running without a router firewall runs the risk of some type of attack, putting your computer and privacy at risk. I only advise this for very short periods of time, far less than 10 minutes, followed by a retreat behind a router firewall.
If you picked the correct addresses as the CMTS address, they will be the second IP address in a trace to anywhere when you have the router connected to the modem once again.
Take your time when it comes to running the ping test. Do that whenever its convenient.
Can you check the modems Software (firmware) version when you have time?
I see that the RT-N66U is no longer supported by Merlin. What version are you running now, just curious at this point.
Edit: The DDOS problem can be solved another way, and that is to clone a MAC address in your router, or, generate a MAC address. If you navigate to the router's WAN tab there should be a MAC Address entry window. You can take note of another MAC address on your network, either ethernet or wifi and enter that MAC address into the entry window and hit CLONE.
The MAC address format for the entry window is as follows:
Colon after every two digits: - 00:00:0A:BB:28:FC
After cloning the MAC address, reboot the router. That will or should result in a new WAN IP address. As long as the MAC address is valid, you should see a new WAN IP address after a reboot. If the MAC address wasn't valid, you would see an alert on the Network Tab. That would indicate that "Your ISP doesn't work" or something very similar. In that case, you would need to use another MAC address.
So, as long as the MAC address is valid and you end up with a new WAN IP address that doesn't cause any conflict on the network, this will save you a trip to the Rogers store to swap the modem. You can swap MAC addresses when required. This isn't a normal procedure but it can work.
Same issue as many of the posters above. Most noticable when playing online games - I see 1-3 seconds of freezeframe/lag at intervals of 20s to 5 minutes. At first I thought it might be a local issue so I re-installed the games, updated my drivers, reduced the video settings, and monitored my hardware performance. All of it ran perfectly smoothly - no blips on the CPU/GPU whatsoever. I then ran a pingtest to the game's servers from my console while playing the game and found consistent, intermittent ping spikes up to ~3,000 ms.
I don't currently have a readout of my modem/router's signal levels (Hitron CODA-4582), but I will check it when I get home tonight - although I doubt this is the issue. Everything was fine on this setup right up until ~2 weeks ago. I did run a traceroute using pingplotter to the gaming and voice servers I use most often and found the following:
Basically the latency on all hops is identical after leaving my router. Correct me if I'm wrong, but this indicates that the problem is somewhere between my router (192.168.0.1) and the first Rogers datacentre (99.251.66.1). Or possibly at 99.251.66.1.
I also note that there is intermittent packet loss at my router, however, it doesn't coincide with the other latency or packet loss, and the router's latency is consistently <2 ms. I'm not sure if it's true packet loss or just an artifact, but I suspect it's not the root cause of my problem.
Behaviour was the same on the pingplot for the voice servers. Furthermore, the issue is evident on my TV as well - when streaming Netflix I observe intermittent quality degradation which leads me to believe this is not a hardware issue at my computer.
I plan to contact support tonight, but any additional insight or interpretation of the above pingplot would be appreciated. Thanks in advance.
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