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RogersMoin
Hi, @Cwolfram64 and welcome to the Community.
Which modem do you have, the new Ignite Internet XB6 modem (made by either Arris or Technicolor) or one of the older Hitron modems? Do your PC and PS4 connect through a LAN switch or do they connect directly to the Ethernet ports on the modem?
@Cwolfram64 I don't know that modem well so I will defer any further troubleshooting to experts in the Community. However, if nothing changed on your side, and you still cannot get a connection after power-cycling the modem and trying another Ethernet cable, then I suspect a hardware failure. You can also contact the @CommunityHelps team for support by sending them a Private Message .
@Cwolfram64 we've seen previous cases with Hitron Puma 6 modems, not the current Puma 7 CODA-4582, where a device ethernet or wifi failure would cause what appears to be a modem failure. Replace the failing device ethernet or wifi adapter and the "modem" problem was solved. Sometimes that took hours to occur as it took that long for the device adapter to heat up to a point where it started to fail. So, not saying thats the case here, but, keep an open mind.
What I would suggest is:
1. Have a look at the back of the modem, specifically the connected port LEDs. They should be flashing amber indicating a 1 Gb/s connection rate with the connected device port. Flashing green indicates a 10/100 Mb/s connection rate.
2. Disconnect one of the devices and restart the modem. Pull the plug from the wall socket, wait for about 15 seconds and then plug it back in. After the reboot, test the device to see if that's made any change. If not, disconnect that device, connect the other device and restart the modem again. After the reboot, test the connected device.
3. I would also test the other ethernet ports for the same dead results.
Depending on your results, you will end up going in one of two directions:
1. you've found that one of the devices does not connect properly via ethernet. So, further investigation is required as to why?
2. No device connects to the modem, despite the port LED indications of communication between the modem and the devices:
a. Second last resort measure, run a factory reset to see if that resolves the issue: and
b. Last resort measure: swap the modem. "Its dead Jim" as they say on tv.
Are both devices directly connected thru commercially produced ethernet cables? As in, no ethernet switch in between the modem and devices, and no house ethernet cabling either?
@kwGuy can you log into your modem and:
1. Determine what Software (firmware) version is currently loaded as indicated on the STATUS page which is automatically displayed when you log into the modem. It will either be 2.0.10.36T6 or 7.1.1.32. If you have 7.1.1.32 loaded, that is a new version. I'd recommend a modem reboot (ADMIN .... DEVICE RESET .... Reboot) if you don't know when that version was loaded. In a worst case scenario, I'd recommend a factory reset. Although a modem reboot is scheduled during the firmware upgrade, I've always found that an additional reboot is necessary to see the full performance out of a Hitron modem after a firmware upgrade. In a worst case scenario, I'd run a factory reset.
If you find that you can't access the modem using 192.168.0.1 if its in Gateway mode, or using 192.168.100.1 if its in Bridge mode, thats a sign that version 7.1.1.32 is loaded. There is an issue with the loss of access to the modem after a period of time. That issue should be resolved in the next firmware version. To gain access to the modem, restart the modem. Pull the power, wait for about 15 seconds and plug it back in. That should restore access to the modem.
In restarting/rebooting the modem, that will temporarily alleviate any signal issues that exist. It won't solve any underlying problems, but will provide a period of temporary relief.
2. The next step is to navigate to the STATUS .... DOCSIS WAN tab and copy the entire Downstream Overview table, down to the very bottom OFDM/OFDMA section. Select or highlight that entire table area, right click .... Copy. In a new post, right click .... Paste. That should paste in the table so that it appears as it does in the modem's user interface.
I'd actually like to see a couple copies of that table. Once if you do in fact have to restart the modem to gain access to the modem's user interface and settings, and later, when you have trouble running Zoom or Prime Video or any other application. So, a before and after shot, so to speak. That second shot might not be necessary or appropriate for several hours or possibly days, as you indicated in your post.
Did you always have problems with applications buffering, or is this a recent occurrence? A recent start to this might be indicative of cable issues, or point to the possibility of high loads at the local neighbourhood node or Cable Modem Termination System, which your modem connects with. The CMTS provides data services to, and control over connected modems. Rogers network has seen a very large increase in traffic, so, that might be part of the issue as well.
How is your home network connected to the modem:
1. Direct connection to the modem, as in some rooms connect directly thru Cat 5 or Cat 6 house cabling to the modem; or
2. Does the modem connect to a managed or unmanaged "gigabit" switch which is also connected to the house ethernet cabling?
3. If you do use a switch, is it a gigabit switch of some type, or a 10/100 Mb/s switch? Just checking.
If for example you connect your pc thru Cat 6 to the house cabling and then directly to the modem, have a look at the following:
1. On your ethenet connected pc, right click on the internet symbol in the task bar (lower right hand corner of your monitor screen).
2. Select "Open Network & Internet Settings"
3. Select "View hardware and connection properties"
4. Look at the Link speed (Receive/Transmit): It should indicate 1000/1000 (Mbps) for a gigabit connection rate from the pc's ethernet port thru the house ethernet and down to the modem's ethernet port. Anything less than 1000/1000 (Mbps) would indicate that you have a cable issue, most likely a cable to connector issue.
5. This should be checked for all house ethernet cable ports.
6. If you look at the back of the modem, and I'm assuming that the modem is running in Gateway mode at the moment, look at the connected port LEDs. For a 1 Gb/s connection rate with the connected device, that LED should be flashing amber. For a 10/100 Mb/s connection rate, that LED will be flashing green.
7. If you log into the modem and navigate to the Advanced tab which shows the Switch Setup, it will show the current connection rate on all four ports.
In theory, and assuming that the modem is in Gateway mode at the present time, you should have 1000/1000 (Mbps) connection rates to the pc's. Anything less, and depending on how much less, and you could have problems. Did you do the keystone installation yourself and if so, how did you test the end to end cable to keystone connections? That should be done with an ethernet cable tester which runs a basic continuity check, end to end. A professional installation should also see a frequency sweep performed to determine the performance of the cable runs, from the basement structured wiring cabinet to their upstairs locations.
The cables can be tested very easily with a cable tester such as the following:
https://www.amazon.ca/Sperry-Instruments-TT64202-Tester-Master/dp/B004Y75B5Y
There are more expensive testers available. One can spend several hundred dollars if one chooses. The higher you go, the more information the test device will provide. Here's one that is a small step up, in capability and price that would also do the job:
Those test devices have a transmitter and receiver that allows you to do an end to end test, looking for cable to connector continuity and for reversed or miswired cable to connector situations. Hook the transmitter at one end, the receiver at the other and hit run on the transmitter to see what comes up on the receiver. Its pretty simple to use.
Ok, that should do it for now. If you can provide the modem signal levels and info on how the modem to house ethernet is connected, thats a good starting point.
What do you do for wifi? Are you using the modem's wifi, where the modem is in the basement, or are you using an upstairs access point, wired thru the house ethernet?
On a wifi connected laptop, right click on the wifi symbol in the task bar, and following the same path as above. Select "View hardware and connection properties" and drill down into the Link speed (Receive/Transmit) numbers. They will be dynamic, changing as the laptop moves around the house. Stop in place for a couple of minutes to allow the numbers to settle out. Keep in mind those are raw link speed numbers, not the data rate you would see if you ran a speed test. The raw numbers include the wifi and ethernet overhead. The expected data rate can be calculated from those number however.
@kwGuy, I haven't forgotten about you.
When you indicated that "I have verified the link speed is 1000/1000 (Mbps) through my house wired keystone jacks.", does that include a keystone to keystone check with an ethernet tester? Just curious. I don't believe that's a necessary requirement after looking at your signal data, but, its another step to ensure that there's no stone unturned.
Looking at the signal data, its not too bad. The DOCSIS 3.0 signal levels (channels 1 to 32) are a little high, but, they should be okay where they are. The target is 0 dbmV with a Signal to Noise ratio in the 36 to 40 dBmV range. The upstream levels are also a little high for this modem, but, well within the allowable range. Typically we see somewhere around 30 to 32 dBmV on the upstream side, so, with yours around 40 dBmV, their higher than normal but that shouldn't be any issue. The max level on the upstream for three or four channel ops is 51 dbmV, according to the DOCSIS spec, so you're nowhere near those levels.
The OFDM channel is a mystery as the channel data isn't presented to the user. Given that impediment, can you read thru the following post, and follow its instructions to send a message to @CommunityHelps to that @RogersAndy can check the OFDM channel data.
I'd also like you to run an extended ping test to the CMTS, as outlined in the post to check for any packet loss.
Your signal levels don't display any issues that would explain the zoom or Amazon Prime problems that you're experiencing. But, the OFDM data isn't displayed to the user, so, I'll hold off on any judgement until that has been examined.
Going down the pecking order, a customer with slow data issues needs to check:
1. OFDM Signal and QAM levels (customers running DOCSIS 3.1 modems, as you are, can't check the DOCSIS 3.1 OFDM channel signal or QAM levels. This requires tech support or the moderators to check those levels)
2. Upstream Signal to Noise ratios (customers can't check this as its not reported from the CMTS back to the modem. This requires tech support or the moderators to check those levels)
3. Possible packet loss issues (customers can run ping tests to check for packet loss)
4. Background noise levels (Customers can't check this. It requires tech support or the moderators to check the noise levels, current and historical)
5. Load levels at the neighbourhood node or CMTS. (Customers can't check this. It requires tech support or the moderators to check the load levels)
With all of that information on hand, and assuming that customers have resolved any inhouse ethernet or wifi issues, problems with slow data rates would be very easy to understand. A quick solution might not be at hand in the event that the local neighbourhood node requires splitting due to high traffic levels. That can take weeks or months, but, customers shouldn't be complacent in the event that a node split is what it takes to resolve slow data rates within their neighbourhood.
Since the start of the pandemic and work from home requirement, Rogers traffic levels have risen about 50% if I remember the article correctly, so that has put a definite strain on the network. Prior to the pandemic traffic rise, Rogers customers around the GTA started to experience slow data rates and packet loss starting in late December / early January. There is a thread in the forum with tens of pages of complaints about the issue, and there are comments and complaints from TPIA customers in the DSLReports forum. Throughout all of this Rogers has been completely silent as to the cause of the problems, silent as to whether or not Rogers has a handle on the situation, and silent as to whether or not the problems have been resolved. There have been posts in the forum very recently indicating that Rogers is running Operating System updates to its networks, but, the posts have been completely devoid of any information as to whether or not those updates will resolve the slow data rates and latency that have been observed. Here are the three posts to date:
Thinking aloud here, your modem uses the DOCSIS 3.1 OFDM channel for its downstream data, so, you need to know if the downstream OFDM channel signal levels are within spec, and what the Quadrature Amplitude Modulation (QAM) level is within the OFDM channel. If that QAM level is at 4096, that tells you that the modem is running the highest raw data rate possible between the neighbourhood node and the modem. That QAM level is dynamic and it will move up and down as signal and noise levels change in the network. Beyond that, if the modem is running at its peak performance, the next question is, what are the traffic levels are at the neighbourhood node and the CMTS in terms of a % of the designed max load. The modem is connected to the neighbourhood node via copper cable, as are the Rogers and TPIA modems that are located on your street. That neighbourhood node then connects via fibre to the Cable Modem Termination System which services several neighbourhood nodes. The only people who can provide the load information is a Tier II tech that you should be able to reach thru technical support, or, the moderators here on the forum. Only problem is, you're dependent on whether or not those individuals will provide the information and be truthful about it. Customers speak with a Tier I tech when they call tech support, so, you have to ask to have your call transferred to a Tier II tech. That may or may not work, but, the question at this point for the Tier I tech is " are you a neighbourhood node or CMTS guru?" If not, then transfer my call so I can get some real answers, please and thank you. You need to be able to have an honest straightforward conversation about the load levels at the neighbourhood node and CMTS when you're working during the day and later in the evening when you're running something like Amazon Prime.
At the end of the day, this is a simple problem that is made extremely complicated due to the lack of information provided to the customers and organization of tech support. The field techs do a portion, but don't get involved in neighbourhood node or CMTS issues, tech support Tier I does a portion in terms of remote testing, but doesn't do any of the physical testing and from what I've seen, doesn't get involved in neighbourhood node or CMTS issues. Tier II techs have access to the neighbourhood node and CMTS data but they don't get involved (typically) in individual customer issues. So, other than the engineering staff, who don't normally get involved in any of this, there appears to be no one in the tech support area that has a complete end to end view of the network and system data, from the modem to the CMTS, who can easily assess issues such as slow data rates. And by end to end view, I mean, here's a modem MAC address xx:xx:xx:xx:xx:xx, okay, system tools, show me the modem and the complete component and path data, from the modem to the CMTS, both current real time and historical. Okay, customer X, here's what it looks like and here's what needs to happen to solve the problem. End rant ......
Are you running any type of cloud backup? There have been comments in the DSLReports indicating that during the Covid 19 situation, Rogers has been throttling high useage customers for a period of time. Don't remember if its 24 or 48 hours. Simply put, if you're the bandwidth hog of your group of modems that are connected to the neighbourhood node, you're subjected to a slow data rate restriction. This comes from an online chat between a Rogers customer and a Rogers Tech rep or Customer Support rep. So, just asking the question in case this applies to your current situation, any cloud backups running?
For your printer situation, can you log into the modem, navigate to the BASIC .... LAN SETUP and check the DHCP Lease Time. I believe the maximum time is 1 week. Whatever it currently is, use the drop down menu and set it to the highest time limit. See if that solves the problem with the printer. Can you let me know what the current limit is, just out of curiosity. If its set for a short time, the LAN address for the printer would be released and as a result, the pc wouldn't be able to connect with it in order to print or scan with the printer. Restarting the pc would probably result in Network Discovery running, causing the modem to renew the LAN address for the printer.
Speedtests: can you try running speedtests using the www.speedtest.net site, specifically the Rogers Toronto, Ottawa or Montreal server, whichever is closer to you. If you change the test site, type in Rogers in the entry window, which will show the various Rogers servers. Select the closest server.
You can also use the real Rogers server, which is located at:
https://www.rogers.com/customer/support/article/internet-speedtest
Food for thought, if you have time during the day, run a speedtest every once in a while and record the results, Max down, Ping time or Latency down, and Max up. After two or three days of morning, afternoon, evening and late evening results, you should see a pattern develop. Question is, are the result constant throughout the day, or, are there peaks say at late evening and extremely slow data rates in the mid morning or afternoon. I'd run a speedtest right before holding a zoom meeting, just to see what the network is doing. That might indicate what to expect during the meeting.
More food for thought. Consider running a ping test as described in the linked post to the CMTS during a zoom call. You might see crazy ping times, I personally wouldn't worry about them for the time being as part of the problem with pinging the CMTS is the modem itself. That's due to an internal timing issue in the modem. The question at this point is, what do you see for packet loss in the time periods where you're running an online conference, and, does that differ from any other time period in the day. So, you should run ping tests, in the background during the day, looking for packet loss. Beyond the packet loss, depending on what you see, the next step might be to run run ping tests to the DNS, this time looking for both latency and packet loss beyond the CMTS.
When you send a message to @RogersAndy, ask him to check:
1. The OFDM signal levels and QAM levels
2. The background noise level and historical noise data
3. The neighbourhood node traffic level (%), for your connected network card and the total neighbourhood node
4. The CMTS traffic level (%)
With enough data on hand, something should show up, indicating a possible problem.
Can you also have a look at the following post and check your pc's to determine if the Receive Window Auto-Tuning level is sitting at "Normal" or if its been disabled by a Windows update.
Ok, that should do it for now. A little homework for the weekend 🙂
Hello, @jason121212
Thanks for posting your concern to the Community!
I know how frustrating it can be to experience speed issues especially when you are supposed to be getting Gigabit speeds.
It is very strange that you are getting faster speeds via Wi-Fi than via Ethernet. If you only noticed issues after a Firmware update then it may be a good idea to perform a factory reset of the modem. Do you have any custom settings on your modem outside of the Wi-Fi network name and passphrase?
We look forward to your response!
RogersTony
@jason121212 can you repost the entire signal table, from the Downstream Overview line, all the way to the bottom right hand corner of the OFDM/OFDMA section which is at the bottom of the table.
There is no reverting back to previous versions. Version 7.x is built on a new kernel which is required to run DOCSIS 3.1 upstream. That isn't enabled yet. Maybe @RogersIan could provide some insight on testing to date and when to expect DOCSIS 3.1 upstream.
Are you running the modem in Gateway or Bridge mode? Fwiw, I'm running my 4582 in Bridge modem and haven't seen any issues beyond the initial 7.x loading which caused wide variations in data rates. After a modem reboot and switch from Bridge mode to Gateway modem and back to Bridge mode, I didn't see any issues with the modem. Its been trouble free, both before and after the update to 7.x
Edit: If you look at the back of the modem, the connected port LED should be flashing amber, indicating a gigabit/sec connection rate with the connected device port. If the port LED is flashing green, that indicates a 10/100 Mb/s connection rate.
Can you have a look at the following post which details changes to the Windows Receive Window Auto-Tuning setting.
Then, as indicated, run the following command at a command prompt to see if the Auto-Tuning is still enabled and if so, determine the current setting:
netsh interface tcp show global
Within the data that is presented, have a look at the Receive Window Auto-Tuning level.
This has been seen in previous cases as disabled, which causes slow data rates, similar to what you're seeing. There is no explanation as to how its been disabled. I suspect Windows updates have been nuking this setting for some reason.
When you connect to the modem via ethernet, are you using commercially produced ethernet cables, or using house ethernet, potentially with switches in the data path?
If the pc and laptops that you use are Intel based systems or include any Intel components, load the Intel Driver & Support Assistant and run the system scan when the assistant has been loaded. That is located here:
https://www.intel.com/content/www/us/en/support/detect.html
See if there are any updates to the ethernet and wifi drivers. The support assistant runs ahead of any updates appearing via the Windows update system.
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