cancel
Showing results for 
Search instead for 
Did you mean: 

Ethernet (Wired Connections) Connectivity Problem

Cwolfram64
I've been here awhile

Hi there. I have 2 wired connections to the router, a desktop PC and a ps4. Both suddenly don't work now. The ports on the back all just give a yellow light. The WiFi still works though. I've power cycled and reset the thing, but it just doesn't recognize a wired connection. I'm wondering if something just failed and I should swap the modem.

 

 

*** Edited Labels ***

 

 

18 REPLIES 18

Re: Ethernet (Wired Connections) Connectivity Problem

-G-
Resident Expert
Resident Expert

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?

Re: Ethernet (Wired Connections) Connectivity Problem

Cwolfram64
I've been here awhile
The Hitron CODA 4582U. They both connect directly to the modem, and both just died. Chrome on the PC gives a err no name given, and the ps4 just doesn't connect. I can't even log into the router from the pc. That gives an err address unreachable. So it knows its connected to something, but the modem is just refusing it.

Re: Ethernet (Wired Connections) Connectivity Problem

-G-
Resident Expert
Resident Expert

@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 .

Re: Ethernet (Wired Connections) Connectivity Problem

@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?

Re: Ethernet (Wired Connections) Connectivity Problem

Cwolfram64
I've been here awhile

Plugging in the ethernet cable, the light would maybe blink once every few seconds, but was otherwise solid, and it did it across all ports.  Oddly enough, if the PS4 was in sleep mode, its port would be green, for whatever reason. 

 

Either way, a call/walk/swap later, the replacement modem is set up and everything is working fine again, so I suspect it was a freak hardware failure.  And I can finally type on a proper keyboard instead of a tiny phone. 🙂

 

Thanks so much for all your help!

Re: Ethernet (Wired Connections) Connectivity Problem

kwGuy
I plan to stick around

Zoom - Your internet connection is unstable

 

We have Rogers Ignite Gigabit service.

 

My wife and I are both using Zoom for our business online meetings (COVID working from home). We both get the same Zoom message duing some of our calls that say "Your internet connection is unstable".

 

When we reboot our Hitron coda-4582 modem, Zoom  works again right away. A day or so later the connection is unstable message comes back.

 

We don't use wireless, we are hard wired using Cat 6 directly to our computers. There is a patch panel in the basement with the Hitron modem and keystone jack outlets are in all our rooms. We use Cat 6 patch cords from the walls to the computers.

 

We also watch Amazon Prime videos on another hard wired PC and sometimes it will freeze and/or will give us a message that the program is taking too long to load the video (cancel or wait).

 

  • Called tech support and they had someone come by and check our cabeling outside. All checked out fine.
  • Called again and they replaced our modem.
  • Called again and was told a tech would come to our home and check our physical Cat 6 connections. When the tech arrived he said he was only a contractor and did not have any ethernet test equipment, so he left and did not do any testing. He said to call back to tech support and request a Rogers tech instead.
  • Called again and this time was told our internet shows to be working fine so no tech is necessary.

All I need to understand is if our problem is related to our internet service, Zoom or the wiring in our house. 

 

Does anyone have suggestions on how I can get our internet stable again?

Re: Ethernet (Wired Connections) Connectivity Problem

Datalink
Resident Expert
Resident Expert

@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.homedepot.ca/product/sperry-instruments-cable-test-plus-coax-utp-stp-tstr-tests-for-open...

 

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:

 

https://www.amazon.ca/Southwire-Tools-Equipment-M550-Continuity/dp/B01ADWQ94A/ref=pd_sbs_60_6/132-01...

 

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.  

Re: Ethernet (Wired Connections) Connectivity Problem

kwGuy
I plan to stick around

 Thanks for your assistance with this.

 

1) My software version is 7.1.1.32. 

2) I haven't reboted the modem in 4 days, here is the overview data you have requested. I will reboot the modem later today when I get a chance a post the data for that also. 

 

Downstream Overview

Port ID

Frequency (MHz)

Modulation

Signal strength (dBmV)

Channel ID

Signal noise ratio (dB)

1

591000000

QAM256

4.099

7

37.355

2

849000000

QAM256

4.500

2

36.609

3

855000000

QAM256

4.599

3

36.609

4

861000000

QAM256

4.900

4

37.636

5

579000000

QAM256

4.400

5

37.636

6

585000000

QAM256

4.099

6

37.636

7

279000000

QAM256

2.799

1

37.636

8

597000000

QAM256

4.199

8

37.636

9

603000000

QAM256

4.300

9

37.636

10

609000000

QAM256

4.199

10

37.355

11

615000000

QAM256

4.300

11

37.636

12

621000000

QAM256

4.599

12

37.636

13

633000000

QAM256

4.199

13

37.636

14

639000000

QAM256

4.099

14

37.636

15

645000000

QAM256

4.000

15

37.355

16

651000000

QAM256

4.099

16

37.355

17

657000000

QAM256

4.099

17

36.609

18

663000000

QAM256

4.099

18

37.355

19

669000000

QAM256

4.400

19

37.355

20

675000000

QAM256

4.599

20

37.355

21

681000000

QAM256

4.500

21

37.355

22

687000000

QAM256

4.699

22

37.636

23

693000000

QAM256

4.900

23

37.355

24

699000000

QAM256

4.800

24

37.636

25

705000000

QAM256

4.699

25

37.355

26

711000000

QAM256

4.400

26

37.636

27

717000000

QAM256

4.699

27

37.636

28

723000000

QAM256

4.500

28

37.355

29

825000000

QAM256

5.400

29

37.355

30

831000000

QAM256

5.300

30

37.355

31

837000000

QAM256

4.800

31

36.609

32

843000000

QAM256

4.199

32

36.609

 

OFDM Downstream Overview

 

Receiver

FFT type

Subcarr 0 Frequency(MHz)

PLC locked

NCP locked

MDC1 locked

PLC power(dBmv)

0

NA

NA

NO

NO

NO

NA

1

4K

275600000

YES

YES

YES

2.900002

 

Upstream Overview

Port ID

Frequency (MHz)

Modulation

Signal strength (dBmV)

Channel ID

Bandwidth

1

36996000

64QAM

42.020

4

6400000

2

22100000

64QAM

39.760

1

3200000

3

30596000

64QAM

42.020

3

6400000

4

25300000

64QAM

40.760

2

3200000

5

0

QAM_NONE

-

---

1600000

6

0

QAM_NONE

-

---

1600000

7

0

QAM_NONE

-

---

1600000

8

0

QAM_NONE

-

---

1600000

 

OFDM/OFDMA Overview

  

Channel Index

State

lin Digital Att

Digital Att

BW (sc's*fft)

Report Power

Report Power1_6

FFT Size

0

DISABLED

0.0000

0.0000

0.0000

0.0000

0.0000

2K

1

DISABLED

0.0000

0.0000

0.0000

0.0000

0.0000

2K

 

Did you always have problems with applications buffering, or is this a recent occurrence?  

I can't say for sure. We know it has been going on since March which is when my wife and I started working from home and using Zoom for online meetings. During this time we also started streaming Amazon Prime Video. 

 

How is your home network connected to the modem:

2-1 - Our home is wired with Cat 6 cabling from a patch panel to keystone jacks in the various rooms. The ethernet connection cables are all Cat 6 also.

2-2 - I have 3 unmanaged switches on our network. D-Link DGS-1005G, D-Link GO-SW-5G, D-Link GO-SW-8G.

2-3 - The switches are all gigabit.

 

I have verified the link speed is 1000/1000 (Mbps) through my house wired keystone jacks.

I have looked on the back of my modem which is running in Gateway mode and see the lights are flashing amber beside each port.

The connection speed rate under Advanced shows 1000M Full Duplex 

Thanks for the information about testing the cables.  I did not install keystone jacks myself, they were done by a local AV store in town. 

I have a basic ethernet continuity tester with a transmitter and a receiver and will recheck my cables, this has not been done since they were installed 10+ years ago. 

For wifi I use a D-Link Mesh router (Covr-3902) as an access point.  The main unit and 2 pods (COVR-1300E) are connected to the network via Cat 6 for whole home coverage.

 

There is another odd behaviour I experience on our network and I am not sure if this is related with what you and I are discussing. 

 

Our HP OfficeJet Pro printer. It is connected to the network using Cat 6 ethernet. It prints great and is very reliable, however I am having problems with the Scan to Computer function. It doesn’t matter if we access the Scan to Computer from a PC wired or wirelessly after a day or two of it working, we see an icon in the system tray that says Scan to Computer is currently unavailable. When I reboot the PC it works again for a few days. I have troubleshooted this with HP and they have no explanation. I thoght I would mention this in case it is a clue.

 

Thank yoiu and I look forward to working with you on this.

Re: Ethernet (Wired Connections) Connectivity Problem

kwGuy
I plan to stick around

@Datalink

 

My modem has been running fine for 5 days, but now I am experienceing picture freezing on my Amazon Prime video. I have not tried Zoom yet.

 

Here is my overview while the problem is heppening.

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000QAM2564.699736.386
2849000000QAM2565.099236.386
3855000000QAM2565.199336.386
4861000000QAM2565.599436.609
5579000000QAM2564.900537.355
6585000000QAM2564.699636.609
7279000000QAM2563.000136.386
8597000000QAM2564.599836.609
9603000000QAM2564.699936.609
10609000000QAM2564.5991036.386
11615000000QAM2564.6991136.609
12621000000QAM2565.0991236.609
13633000000QAM2564.6991336.609
14639000000QAM2564.5991436.609
15645000000QAM2564.5001536.386
16651000000QAM2564.5991636.609
17657000000QAM2564.5001736.609
18663000000QAM2564.6991836.609
19669000000QAM2564.9001936.609
20675000000QAM2565.0992036.386
21681000000QAM2565.0002136.609
22687000000QAM2565.1992237.355
23693000000QAM2565.5002337.355
24699000000QAM2565.3002437.355
25705000000QAM2565.1992537.355
26711000000QAM2564.8002636.609
27717000000QAM2565.1992737.355
28723000000QAM2565.0002836.386
29825000000QAM2566.0992936.609
30831000000QAM2565.9003036.386
31837000000QAM2565.4003136.386
32843000000QAM2564.9003236.386
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES3.099998
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
13699600064QAM42.02046400000
22210000064QAM39.76013200000
33059600064QAM42.02036400000
42530000064QAM40.26023200000
50QAM_NONE----1600000
60QAM_NONE----1600000
70QAM_NONE----1600000
80QAM_NONE----1600000
OFDM/OFDMA Overview
Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size
0DISABLED0.00000.00000.00000.00000.00002K
1DISABLED0.00000.00000.00000.00000.00002K

 

I ran a test that says I am experiencing 100% packet loss. I ran it a few minutes later and it showed no packet loss, but 75% late packets. I was able to save the results for you.

 

Total Packet Loss: 0.00%
Upload Packet Loss: 0.00%
Download Packet Loss: 0.00%
Late Packet Rate: 75.00%

Average Latency: 231.88ms
Average Jitter: 42.90ms

Test Settings:
Duration: 10 seconds
Frequency: 15 pings/second
Average Size: 220 bytes
Acceptable Delay: 200ms

Details:
--------------
id,status,ping
1,success,250
2,success,184
3,success,255
4,success,192
5,success,165
6,success,162
7,success,169
8,success,156
9,success,161
10,success,166
11,success,163
12,success,176
13,success,187
14,success,185
15,success,183
16,success,190
17,success,196
18,success,197
19,success,202
20,success,205
21,success,209
22,success,215
23,success,222
24,success,228
25,success,222
26,success,234
27,success,235
28,success,241
29,success,247
30,success,251
31,success,251
32,success,257
33,success,261
34,success,280
35,success,272
36,success,279
37,success,283
38,success,281
39,success,287
40,success,290
41,success,287
42,success,284
43,success,265
44,success,215
45,success,166
46,success,120
47,success,127
48,success,237
49,success,240
50,success,232
51,success,243
52,success,244
53,success,244
54,success,242
55,success,250
56,success,255
57,success,251
58,success,265
59,success,259
60,success,253
61,success,263
62,success,272
63,success,268
64,success,262
65,success,274
66,success,279
67,success,265
68,success,276
69,success,282
70,success,281
71,success,275
72,success,289
73,success,351
74,success,306
75,success,283
76,success,294
77,success,272
78,success,223
79,success,253
80,success,263
81,success,260
82,success,272
83,success,276
84,success,283
85,success,282
86,success,279
87,success,281
88,success,297
89,success,274
90,success,220
91,success,193
92,success,153
93,success,227
94,success,236
95,success,239
96,success,231
97,success,237
98,success,252
99,success,224
100,success,160
101,success,47
102,success,94
103,success,52
104,success,47

 

Re: Ethernet (Wired Connections) Connectivity Problem

kwGuy
I plan to stick around

@Datalink 

 

I rebooted my modem this morning after the freezing with my Amazon Prime happened. It has been up and running for about 4 minutes. Here are the details:

 

 

After the Zoom video freezing and the packet loss issues this morning I have rebooted my modem. It has been up and running for about 4 minutes. Here are the results:

 

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 591000000 QAM256 4.400 7 37.636
2 849000000 QAM256 4.900 2 36.609
3 855000000 QAM256 5.000 3 36.386
4 861000000 QAM256 5.300 4 37.355
5 579000000 QAM256 4.599 5 37.636
6 585000000 QAM256 4.500 6 37.355
7 279000000 QAM256 3.000 1 37.355
8 597000000 QAM256 4.500 8 37.636
9 603000000 QAM256 4.599 9 37.636
10 609000000 QAM256 4.500 10 37.355
11 615000000 QAM256 4.699 11 37.355
12 621000000 QAM256 4.800 12 37.355
13 633000000 QAM256 4.400 13 37.636
14 639000000 QAM256 4.400 14 37.636
15 645000000 QAM256 4.400 15 37.355
16 651000000 QAM256 4.400 16 37.355
17 657000000 QAM256 4.400 17 37.355
18 663000000 QAM256 4.400 18 37.355
19 669000000 QAM256 4.599 19 37.355
20 675000000 QAM256 4.800 20 37.636
21 681000000 QAM256 4.900 21 37.636
22 687000000 QAM256 5.099 22 37.636
23 693000000 QAM256 5.199 23 37.636
24 699000000 QAM256 5.099 24 37.636
25 705000000 QAM256 5.000 25 37.636
26 711000000 QAM256 4.699 26 37.355
27 717000000 QAM256 5.099 27 37.636
28 723000000 QAM256 4.800 28 37.355
29 825000000 QAM256 5.800 29 37.636
30 831000000 QAM256 5.599 30 37.355
31 837000000 QAM256 5.099 31 37.355
32 843000000 QAM256 4.599 32 36.609
OFDM Downstream Overview
Receiver FFT type Subcarr 0 Frequency(MHz) PLC locked NCP locked MDC1 locked PLC power(dBmv)
0 NA NA NO NO NO NA
1 4K 275600000 YES YES YES 3.099998
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 36996000 64QAM 42.020 4 6400000
2 22100000 64QAM 39.010 1 3200000
3 30596000 64QAM 42.020 3 6400000
4 25300000 64QAM 40.760 2 3200000
5 0 QAM_NONE - --- 1600000
6 0 QAM_NONE - --- 1600000
7 0 QAM_NONE - --- 1600000
8 0 QAM_NONE - --- 1600000
OFDM/OFDMA Overview
Channel Index State lin Digital Att Digital Att BW (sc's*fft) Report Power Report Power1_6 FFT Size
0 DISABLED 0.0000 0.0000 0.0000 0.0000 0.0000 2K
1 DISABLED 0.0000 0.0000 0.0000 0.0000 0.0000 2K

 

Another tidbit of information I will pass on to you is about my internet speed. I find it is up and down. I rarely get speeds close to 1Gig. Just now I ran fast.com and the speed peaked at 1.2 Gbps but just before the test ended, the speed shot down to 620 Mbps and that is the speed which was reported.

Re: Ethernet (Wired Connections) Connectivity Problem

Datalink
Resident Expert
Resident Expert

@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.

 

https://communityforums.rogers.com/t5/Ignite-TV/Ignite-service-disconnecting-every-few-minutes/m-p/4...

 

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:

 

https://communityforums.rogers.com/t5/Internet/Network-OS-Update-York-Mills-Wolfdale-July-24-2020/td...

https://communityforums.rogers.com/t5/Internet/Network-OS-Update-Bloor-London-July-23-2020/td-p/4648...

https://communityforums.rogers.com/t5/Internet/Network-OS-Update-York-Mills-Kitchener-July-22-2020/t...

 

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.

 

https://communityforums.rogers.com/t5/Internet/Slower-speeds-on-a-Windows-PC-other-devices-are-fine/...

 

Ok, that should do it for now. A little homework for the weekend 🙂

Re: Ethernet (Wired Connections) Connectivity Problem

jason121212
I plan to stick around

So I have had the gigabit internet  package with the white modem for the last 4 years. I have had issues with the service with numerous techs come in the past to fix it or modulate the signal.

 

Now there is a new issue where all my Ethernet ports seem to be throttled to 50-70 Mbps.

 

I used to be able to get 600-700 wired, 300-400 over wifi.  Now I get 300-400 on wifi, and 70 on wired.

 

This started happening at the beginning of july as I noticed all my hardwired devices buffering. I have tried restarting, switching cables, etc. The light shows amber on the back to indicate gigabit but its not going past 90. The exact same devices are being used that used to get the higher speeds. I suspect there was some update pushed that messed up the router.

 

Hardware Version - 1A

Software Version - 7.1.1.32

 

This is so frustrating..

Re: Ethernet (Wired Connections) Connectivity Problem

jason121212
I plan to stick around

I have now found that this update was deployed on 7/14 which is the time all these problems started. Apparently there is no way for me to rollback to the previous firmware either...

 


Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 639000000 QAM256 -2.799 14 37.636
2 849000000 QAM256 -4.900 2 37.636
3 855000000 QAM256 -5.500 3 37.355
4 861000000 QAM256 -5.799 4 37.355
5 579000000 QAM256 -2.099 5 38.983
6 585000000 QAM256 -2.500 6 38.605
7 591000000 QAM256 -2.700 7 38.605
8 597000000 QAM256 -2.799 8 38.605
9 603000000 QAM256 -2.799 9 38.605
10 609000000 QAM256 -2.900 10 38.605
11 615000000 QAM256 -2.799 11 37.636
12 621000000 QAM256 -2.799 12 38.605
13 633000000 QAM256 -3.200 13 38.605
14 303000000 QAM256 1.200 1 38.983
15 645000000 QAM256 -2.799 15 38.605
16 651000000 QAM256 -3.099 16 38.605
17 657000000 QAM256 -3.099 17 37.636
18 663000000 QAM256 -2.700 18 38.605
19 669000000 QAM256 -2.900 19 38.605
20 675000000 QAM256 -3.299 20 38.605
21 681000000 QAM256 -3.700 21 37.636
22 687000000 QAM256 -3.599 22 37.636
23 693000000 QAM256 -3.700 23 37.636
24 699000000 QAM256 -3.900 24 37.636
25 705000000 QAM256 -3.900 25 37.636
26 711000000 QAM256 -3.700 26 37.636
27 717000000 QAM256 -4.099 27 37.636
28 723000000 QAM256 -4.700 28 37.636
29 825000000 QAM256 -5.099 29 37.636
30 831000000 QAM256 -5.299 30 37.636
31 837000000 QAM256 -5.299 31 37.355
32 843000000 QAM256 -5.099 32 37.636
 

 

Switch Control
This page displays the speed/duplex/enable status of each switch port

Port ID Speed Duplex
1   Linked 1000M Full

Re: Ethernet (Wired Connections) Connectivity Problem

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

Re: Ethernet (Wired Connections) Connectivity Problem

jason121212
I plan to stick around

Thank you for responding.

 

I am not 100% sure its the firmware but issue started in July and the firmware was updated in July.

 

Not other changes except custom password.

Re: Ethernet (Wired Connections) Connectivity Problem

jason121212
I plan to stick around

I did do a factory reset but it did not help. I had my doubts because factory reset does not revert the firmware which is the issue here...

Re: Ethernet (Wired Connections) Connectivity Problem

@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.  

 

https://communityforums.rogers.com/t5/Internet/Slower-speeds-on-a-Windows-PC-other-devices-are-fine/...

 

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. 

Re: Ethernet (Wired Connections) Connectivity Problem

kwGuy
I plan to stick around

 

HI @Datalink 

 

I have been working on the tasks you have suggested for me to do. I contacted @CommunityHelps about my OFDM signals as you sugested and they have been helping me troubleshoot my unstable internet connection and think they know what is wrong.  They are sending the maintenance team out to the local node for testing, then will work their way down to the tap in front of my home until they identify the source of my problem. 

 

Thank you for your assistance on this, I have appreciated the information you have provided to me.

 

 

Topic Stats
  • 18 replies
  • 14539 views
  • 5 Likes
  • 6 in conversation