Ethernet (Wired Connections) Connectivity Problem

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I'm Here A Lot
Posts: 6

Re: Ethernet (Wired Connections) Connectivity Problem

@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.

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Posts: 6,872

Re: Ethernet (Wired Connections) Connectivity Problem

@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 🙂



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I Plan to Stick Around
Posts: 16

Re: Ethernet (Wired Connections) Connectivity Problem

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..

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I Plan to Stick Around
Posts: 16

Re: Ethernet (Wired Connections) Connectivity Problem

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

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Moderator
Posts: 949

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

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I Plan to Stick Around
Posts: 16

Re: Ethernet (Wired Connections) Connectivity Problem

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.

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I Plan to Stick Around
Posts: 16

Re: Ethernet (Wired Connections) Connectivity Problem

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...

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Resident Expert
Posts: 6,872

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. 



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I'm Here A Lot
Posts: 6

Re: Ethernet (Wired Connections) Connectivity Problem

 

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.