@Shahin6470 ok, I'll bite..... First question, can you explain how the switch board is wired? Maybe post a photo so I understand what it looks like?
Using a direct connection to the modem via ethernet from the laptop, can you run a ping test to the Cable Modem Termination System (CMTS). To do that run a trace to anywhere, google for example:
tracert -4 www.google.ca
If your modem is running in Gateway mode or the modem is in Bridge mode with a router behind it, the first hop IP address is the modem or router, depending on your equipment installation. The second hop IP address is the CMTS. Ping the CMTS IP address using the following command:
Ping -n 3600 xxx.xxx.xxx.xxx where xxx.xxx.xxx.xxx is that second hop IP address
That will run a ping test for an hour. What we're looking for are any timeouts which would indicate a cable or connector issue. The path for the ping is:
1. from the pc/laptop to the modem via ethernet: then
2. to the external demarcation point outside of the home via RG-6 cable; then
3. to the local tap that connects you and your immediate neighbours to the network via RG-6 cable: then
4. to the neighbourhood node via hardline cable; then
5. to the CMTS via fibre from the neighbourhood node.
Usually if there is a disconnect issue, the problem is with the external cable run from the external demarcation point to the local tap, but, you can end up with problems at the local tap or enroute to the neighbourhood node. So, the ping test would hopefully indicate whether or not there was a disconnect issue in that section of the path from the modem to the neighbourhood node which is all copper cable. Potentially there could be an issue enroute to the CMTS from the neighbourhood node but that's a fibre run and any faults would affect all of your neighbourhood, so Rogers would certainly be seeing a lot of complaints if that was the case.
When that ping test is done, copy the command box results and paste then into a text editor like notepad. To do that right click on the top title line of the Command Box. Select Edit ... Select All. Then right click again on the top title bar and select Edit .... Copy. Then paste that into a text editor. At that point copy just the bottom results portion and paste that into a post. The question of course is whether or not there is an external cable and/or connector issue that doesn't show up in the modems signal levels.
Ok, lets start with that and see where it goes, so, looking for a "switch board" explanation and photo please, and ping test results from a ping test to the CMTS.
Edit: Additional food for thought. I know that you've had techs to your home, but, if you have the time and patience can you post the signal levels from the modem. To to that please follow the instructions from @mozerd and myself in the following thread to copy the signal levels and paste them into a post.
https://www.dslreports.com/forum/r32715001-Rogers-BlueCurve-Gateway-Issues
It never hurts to have a look at the signal levels to see whats up, if anything.
Well, not that I'm going to argue with what you're saying, but, a ping test to the CMTS should rule out or indicate whether a local cable problem existed. Beyond that, with no evident local cable issues, then yes, I agree with the comments on the network situation. However, as usual, one has to do some amount of troubleshooting before making the leap to say, its all the networks fault.
@Shahin6470 wrote:
Ping statistics for 172.217.164.228: Packets: Sent = 4313, Received = 4189, Lost = 124 (2% loss), Approximate round trip times in milli-seconds: Minimum = 5ms, Maximum = 339ms, Average = 21ms
I don't find those numbers surprising these days. I have seen it better and I have seen it worse. If you can replicate those numbers with your computer directly connected to the Rogers gateway, then that is not great.
124 times that my internet got disconnected. And Ping reaching 339?? How can I prove to Rogers Tech Support that?
That "124" is packet loss, not your Internet disconnecting. Packet loss can happen due to load, or even if have QoS enabled on a network device and some network traffic gets dropped intentionally.
With network latency being all over the map, that's the topic at the heart of the thread. When too much traffic gets backed up at the local node, that too can result in packet loss.
Pinging an Internet host repeatedly will give you an indication of general network health along a particular path, and any network devices on that path can contribute to latency and packet loss.
Pinging your local modem/gateway should produce consistently low latency and no packet loss. If you see problems with this test, you have local (LAN/WiFi) problems that you need to address before reporting "network problems" to Rogers.
If you have no local issues, pinging your CMTS router (ideally while simultaneously performing other ping tests) will show whether the local node is causing latency and/or packet loss.
Not sure what else to do with Rogers Internet. Hear me out on this cause this has been a 6-8 months back and forth argument with Rogers Tech Support. Someone is not understanding whats happening here. And Rogers tech support don't follow up to see if everything is fine after couple days. Maybe I can get my message across from here
How can I prove to Rogers Tech Support that? I can't use VPN, I cant use Video Conferencing, and I cant play video games. Please someone help me before I lose my mind.
I can't really say what could have started happening 6-8 months ago for you. Most of the people here started seeing a degradation in their Internet service starting at the beginning of this year.
I ran a short ping test while I was typing this with the following results:
--- 172.217.164.228 ping statistics ---
600 packets transmitted, 600 received, 0% packet loss, time 599827ms
rtt min/avg/max/mdev = 8.619/14.891/59.903/6.693 ms
I don't see the the same extremes that you do, but I also did not perform this test at a peak time of day. Regardless, the RTTs are not consistent... and the pings to my CMTS router show much higher latency, which is also indicative that it is under load and likely causing the jitter that we are seeing.
--- CMTS Router ping statistics ---
600 packets transmitted, 600 received, 0% packet loss, time 599807ms
rtt min/avg/max/mdev = 5.596/37.410/194.882/27.102 ms
Right now, these network conditions are not breaking Ignite TV but they are a royal pain for gamers and for anybody working from home using a remote desktop.
I don't know what to say or what we can expect them to say but Rogers is in a pickle. If they confirm that network conditions are less than ideal, customers will demand compensation and that will cost them money, and possibly customers, and upset their shareholders. If Rogers dispatches tech after tech for problems that are beyond their ability to fix, it will cost them money and irritate their customers as well. They need to implement a fix, now, and that too could cost significant money, especially if it delays other projects. Right now, they are not saying anything... and some customers are at their breaking point. Hopefully this will get fixed soon.
@AngryChicken Some users in Ottawa have reported that Rogers has been digging in their neighbourhoods laying conduit and fibre. I'm in the northeast GTA and contractors (Link-On) started doing similar work in my neighbourhood as well... and then all activity suddenly ground to a halt just before they got to my home, so I never got the chance to ask what specific upgrades had been planned. Clearly Rogers is actively working on making some significant upgrades to their network but all that I have seen so far is a degradation in network performance... and all this started happening way before the COVID-19 shutdown.
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