Hello and welcome to our Community @Teremlox!
I'd like to run some tests and do some troubleshooting with you to see if I can discern the source of this packet loss for you.
Please PM us @CommunityHelps. If you're not familiar with our PMing process, you can find instructions here.
Regards,
RogersCorey
Hey @borisnet!
Thank you for providing a detailed explanation of your home internet issue! I can imagine this is an incredibly difficult issue to have to deal with but no worries, you've most certainly come to the right place.
Given the nature and consistency of the latency you're experiencing would you mind confirming for us if you log into the gateway's GUI can you tell us if OFDMA is enabled?
Thanks!
@RogersAndy
My pingplotter results from tonight to rogers ipv4 address and google. Can someone help me interpret this data? Rogers says there is nothing wrong with my connection and only that my area is due for an upgrade due to congestion but is unable to give me a timeline. I need to know if there is anything I can do to help my latency/packet loss or am I stuck waiting for Rogers to fix there network?
Hey @CM128 and @raymond111!
Welcome to the community CM128!
Latency can be an incredibly difficult thing to deal with as a customer for sure, and just as difficult to troubleshoot. I would definitely recommend following the steps available in our Knowledge Base here.
If you're able to see latency within the Rogers network that exceeds 100ms, definitely share that traceroute information here and @CommunityHelps via pm so we can have it escalated for you. You can read more about our PM system here.
@RogersAndy
Thank you @RogersAndy for the reply.
Channel 0 has OFDMA as operate and Channel 1 has OFDMA disabled see attached:
Let me know if this is expected as I see other post having both channels disabled. The values on the channel 0 row do not look to change over time.
Looking forward to what to check next.
@lethalsniper wrote:
What is OFDMA what’s it supposed to do ? Mine is still disabled
It all has to do with how the modem encodes and sends data on the upstream channels.
Up until now, the DOCSIS 3.1-capable modems are only using D3.1 on the Downstream channels; they still use D3.0 on the Upstream channels. Having OFDMA enabled means that your modem is using DOCSIS 3.1 on the Upstream channels as well... and from the sounds of it, Rogers may be running into problems having D3.0 and D3.1 modems coexisting on the same cable plant in this configuration.
One advantage to implementing D3.1 Upstream is the potential for higher speeds. (The fastest speed that you can get with D3.0, with 4 bonded 6.4 MHz 64-QAM channels, is 108 Mb/s.) However, there are other advantages that you can achieve depending on how you implement D3.1 and how you allocate spectrum for D3.0 and D3.1 channels. I don't have OFDMA enabled on my modem so I can't really comment on Rogers' implementation. (There are some D3.1 upstream configurations that can be problematic, depending on which CPE gear is in the mix... for example, if you have TaFDM enabled and have OFDMA and SC-QAM operating on the same frequencies / different times. If Rogers is asking whether you have OFDMA enabled on you modem, presumably they are in the midst of trying to resolve some issues with their implementation in the real world. This is pure speculation on my part.)
@borisnet wrote:
Thanks @-G- for the theory - it is interesting and while not confirmed it could make sense as it seems difficult to address.
The consistency of the problem I could observe is that:
- it happens everyday although it can be hard to catch if you are doing something else than being online (arguably easier to notice with the pandemic and all the activities online impacted by connectivity outages in a household)
- it clears itself after a few minutes. That is the part that is surprising to me. In your theory, is there anything that could explain the fact that the problem does not last as long as a normal congestion issue
- there will be roughly 4 to 5 short outages (less than 3 min) and then it comes back to normal connectivity
If Rogers is in the process of making DOCSIS-related changes in parts of their network, there are any of a number of things that could be causing the problems that have been reported here. Something as "simple" as intermittently losing a Primary channel in a Downstream Bonding Group would cause a modem to reboot. D3.1 Upstream-related changes could also result in interoperability issues and other unforeseen side-effects that might not have been seen during lab testing. It could be anything, but at least the problem appears to be localized... and I want to stress again that I am in no position to speculate as to what the problem(s) could be because I am not affected and I have no information that I could even use to hazard a guess. I'm sure that Rogers would have identified the root cause by now and just need some time to get the underlying issues resolved.
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