Degraded upload speed and packet loss to CMTS

[PhilipH]

Hi all, after years of having great connection with Rogers I am currently experiencing degraded service. I have noticed that I have unusual packet loss to the CMTS node (same when pinging 1.1.1.1 and google.com) and when I ran speedtest my upload speed was slower than usual (I am on the 1.5Gbs down, 50Mbps up plan). I run my XB7 in gateway mode and all tests were performed via Ethernet on the 2.5gbe port with a 2.5gbe card on the computer. My connection stats look good as ever so there has to be something happening on the node. I am also running a constant ping test on my Linux box against the 2nd hop and it does not get better/worse during the night or peak hours, it is the same pretty much. If I remember something like this happened years ago and it was so hard to convince Rogers that something was going on. See attachments below:

Downstream stats:

Index	7	8	9	10	2	3	4	5	6	1	11	12	13	14	15	16	17	18	19	20	21	22	23	24	25	26	27	28	29	30	31	32	0	33
Lock Status	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked		Locked
Frequency	591000000	597000000	603000000	609000000	849000000	855000000	861000000	579000000	585000000	279000000	615000000	621000000	633000000	639000000	645000000	651000000	657000000	663000000	669000000	675000000	681000000	687000000	693000000	699000000	705000000	711000000	717000000	723000000	825000000	831000000	837000000	843000000		352800000
SNR	40.946209	40.946209	40.366287	40.366287	40.366287	40.366287	40.366287	40.946209	40.366287	40.946209	40.366287	40.946209	40.366287	40.366287	40.366287	40.366287	40.366287	40.946209	40.366287	40.366287	40.366287	40.366287	40.946209	38.983261	40.366287	38.983261	38.983261	38.983261	40.366287	40.946209	40.946209	40.366287		42.46 dB
Power Level	1.500000	1.400002	1.500000	1.500000	0.500000	0.099998	0.299999	1.700001	1.700001	4.099998	1.700001	1.700001	1.700001	1.700001	1.599998	1.700001	1.599998	1.200001	1.099998	0.900002	0.700001	0.900002	0.200001	-0.299999	-0.500000	-1.299999	-1.500000	-1.500000	0.500000	0.400002	0.099998	0.400002		4.300003 dBmV
Modulation	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256		OFDM

Upstream:

Index	1	2	3	4
Lock Status	Locked	Locked	Locked	Locked
Frequency	38700000	21100000	32300000	25900000
Symbol Rate	5120 KSym/sec	2560 KSym/sec	5120 KSym/sec	5120 KSym/sec
Power Level	35.020599	34.260300	35.020599	35.020599
Modulation	64QAM	64QAM	64QAM	64QAM
Channel Type	US_TYPE_ATDMA	US_TYPE_TDMA_ATDMA	US_TYPE_ATDMA	US_TYPE_ATDMA

CM Error Codewords
Index	1	2	3	4	5	6	7	8	9	10	11	12	13	14	15	16	17	18	19	20	21	22	23	24	25	26	27	28	29	30	31	32	33
Unerrored Codewords	13907	13723	13610	13483	13320	13199	13071	12902	12779	12667	12458	12336	12204	12021	11898	11786	11660	11529	11374	11247	11069	10942	10815	10674	10521	10406	10281	10138	10027	9900	9739	9615	46
Correctable Codewords	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0
Uncorrectable Codewords	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0

Speedtest and Pingplotter results - 

[PhilipH · Accepted solution]

Hi all there's an update on the issue, Rogers maintenance team fixed the problem within 48hrs. Very pleasantly surprised with CS that I spoke quickly acknowledged the issue and it did not give me any run around as usually those packet loss problems at around 1% are not such high priority. I am also usually one of the first to report any network issues to Rogers in my area hehe.