Here's an article on troubleshooting a slow or intermittent connection: https://communityforums.rogers.com/t5/Internet/Troubleshooting-a-Slow-or-Intermittent-Connection-Wir...
Your downstream signal levels don't look too bad. Ideally, you want the SNR to be 38 dB or higher. When they drop below 35 dB, that's when I start to see uncorrectable codewords errors.
On the Upstream side, your power levels are on the low side. Ideally, they should be around 40 dBmV or slightly higher, and not any higher than 50 dBmV. When your modem's transmit power levels are low, that is indicative that you do not need a high transmit power to communicate with the CMTS. However, the connection is not quite as stable. A tech can fix this by installing a Return Path Attenuator at the point of entry in your home, and this will cause your modem to transmit a slightly higher power level.
I would recommend that you send a private message to @CommunityHelps and ask them to perform a quick health check on your modem's connection. They can also check to see whether there are any "area issues" affecting your neighbours as well, and they can also dispatch a tech to further troubleshoot your connection and bring your signal levels to within acceptable norms.
Ok, I have a slightly different view of your signal levels. The downstream signal levels and signal to noise ratios look ok. You will typically see a high frequency roll-off above 750 Mhz if Rogers hasn't replaced the local tap with a higher frequency tap. So, looking at the numbers, yup, it looks like there is a roll-off above 750 Mhz, but, it isn't terrible, and certainly within the range that the modem should handle without any issues.
The upstream signal levels are ok. Historically, on the Rogers network, the upstream QAM channels run in a 36 to 40 dBmV range. Your upstream levels are in that range, so, their ok. Personal opinion, adding a Return Path Attenuator isn't a great idea. That results in higher upstream power levels, which remain in the cable until the upstream signal hits the Return Path Attenuator, at which point the signal levels drop back down to their original levels. There isn't any gain to be had since the signal levels outbound to the neighbourhood node are the same, with or without the attenuator. This might be an idea if your home happens to be a noisy RF environment, in which case you would end up running a higher signal level outbound, until the Return Path Attenuator, at which point that higher signal level and any additional noise are both dropped by the level specified by the attenuator. The other case might be if the modem itself had real issues running at reduced signal levels below 36 dBmV, but, you're not in that situation.
The Cable Modem Termination System (CMTS) controls the connected modems and provides data services to those connected modems. It commands the modems to increase or decrease the upstream signal levels, as required, to meet the signal levels required for arrival at the CMTS. So, with or without the Return Path Attenuator, the CMTS will command the upstream signal level as required for the CMTS receive and decode purposes.
I agree with @-G-, contact the moderators at @CommunityHelps to check the signal levels at the modem. The OFDM signal levels as shown in the modem's user interface do not show the internal OFDM channel data that is available to the moderators and Level II techs. So, its worth checking that out. Same for the signal levels at the CMTS, which are not reported back to the modem. The moderators can check those out to see if they are in fact, ok.
Just to note, your downstream channels include two OFDM channels, which is a little unusual. That is the future, two or more OFDM channels, but, I've wondered just how well the modems handle two OFDM channels. This is just an anecdotal comment, but, I don't think I've seen signal levels with two OFDM channels where there wasn't some question regarding modem performance. Not chucking spears here, just wondering aloud about this configuration.
You didn't indicate whether the 6 users were connecting via ethernet or wifi. Can you expand on that, out of curiosity's sake.
When all 6 are using the internet, is the modem running hot, or does it stay warm to the touch?
@slcfam wrote:
6 person household, when the modem sees a lot of traffic (especially when a lot of upstream) we see packet loss and just general terribleness.
That's actually not entirely unexpected. What, specifically, do you mean when you say "general terribleness"?
I have the Ignite 1.5 Gigabit cable Internet service. My modem's signal levels are ideal and my connection is absolutely stable. However, when I blast traffic upstream, my ping RTT to 8.8.8.8 will go from 15ms to 650ms. I can also get packet loss, depending on how loaded my node is.
With multiple active users in a home, the available bandwidth should get shared evenly. However, latency-sensitive applications could be severely impacted, especially when your gateway's connection to the Rogers network is saturated with both upstream and downstream traffic.
Re: @Datalink 's comments, I agree. Your signal levels are still within norms. However, if you are experiencing stability issues with your connection, you need to get Rogers to investigate. Only they have access to the stats needed to fully assess the health of your connection. I also would not recommend that you take any actions on your own to try to improve your connection; leave that to the Rogers field tech.
@slcfam wrote:
Sounds like a lot, but when everyone is active, the connection is stable. It's typically only when someone downloads a lot, quickly, (new games from Steam can be 50-100Gb these days, geez), that's when it has problems.
We've been at this house for 2 years without issue, without infrastructure change, without useage change, and issues just started happening earlier this year.
I'll have to push further with Rogers, as the tech has stopped communicating with me now. (No, I'm not that annoying, I think he's just frustrated heh)
PS: I did bypass all the house infrastructure and performed tests directly connected to the modem, there was no improvement - in that I was able to cause latency issues even with only one device using bandwidth.
The "problem" that you describe is actually expected behaviour. Latency will always be a problem on DOCSIS networks. There is also a need for the network to accommodate varying loads while also minimizing packet loss, and the easiest solution to this problem is to buffer traffic... and when traffic is transmitted onto the network faster than it can exit, the traffic backs up, delay is introduced, and variation in delay is what we call jitter, and when this becomes problematic, we call it bufferbloat. Additional buffering in home network gear just compounds the problem.
Rogers has also been upgrading their DOCIS infrastructure, so that they can (in the short term) offer higher upload speeds and eventually offer even higher symmetric speeds with DOCSIS 4.0. When Rogers upgraded my old analog fibre node with a new Casa DAA / R-PHY node and new routing infrastructure upstream, it negatively impacted performance and stability. This is probably what caused you to notice performance problems all of a sudden.
Things are performing somewhat better for me now. However, the future is uncertain given that Casa declared bankruptcy three weeks ago, has had its stock delisted, and will cease operations very soon, probably in a month from now, after it auctions off its cable business to Vecima, Technetix, or whoever end up being the highest bidder.
6 users, each with cellphones, each with ethernet to PCs (or laptops, in two cases), I myself have about 3 desktops and 2 servers hooked up via wire as well. Three or so firetv sticks. All gigabit routers and switches set up in a segmented, security-based 'topography', channel congestion considerations made for wifi, as well as 5 or 2 ghz device priority based on proximity to WAP and, say, microwaves, etc. But I digress...
This YouTube video should explain why you are seeing the problems that you are seeing.
https://www.youtube.com/watch?v=LjJW_s5gQ9Y
There is really nothing that a Rogers tech can do to fix this, nor can you fix it by upgrading your Internet service to a higher speed tier; doing so might even make the problem worse.
Are you running totally on your own network gear, with your Ignite Gateway in Bridge Mode?
@lethalsniper wrote:
How did you get the info I'm trying to see how mine are but I can't find it I have the ignite 7gen2 modem
What info? The Downstream, Upstream and CM Error Codewords stats?
Log into your router with a web browser and go to "Gateway > Connection > Rogers Network"
@compster wrote: 1. ... After I removed the attenuator,...I have had no disconnections since.
2. It makes me wonder why the tech installed it in the first place.
1. Great. Good for you.
2. These are installed if the signal level is too high. Too high a signal can also cause issues. You may wish to check your signals.
Just as an FYI, even simple devices can fail. I had a splitter go bad after only a couple of years. Had TV signal issues that were solved with a replacement splitter....
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