01-30-2022 10:29 PM - last edited on 01-30-2022 10:44 PM by RogersRahul
This all started about a week ago, or at least that's when I noticed it since that's when had most recently played an online game after a few single player games. This has never happened before then and whenever I play something online my ping will shoot up randomly to 150+ at times. I've used the cloudfare speed test and my results tell me my jitter is 20-50ms depending on how harsh the ping spikes are at the time. The ethernet performance in task manager also displays spikes on the graph. I've got a Hitron CODA-4582 modem. Does anyone know if the modem is failing, if it's just the weather or if there's anything I can do? I'm having someone call the earliest they can which will be Tuesday but the more info I know before the call the better.
01-30-2022 11:39 PM - edited 01-30-2022 11:40 PM
@SilkenWhiskers can you log into your modem and post the following info from the STATUS page when the login is complete:
1. Firmware (Software) version,
2. LAN uptime,
3. WAN uptime
Then, navigate to the DOCSIS WAN tab and copy the Downstream Overview data, from the front of the "Downstream Overview" line, all the way to the bottom right hand corner of the OFDMA Overview, which is the very bottom of the tables. Place your curser at the front of the "Downstream Overview" line, hold down the shift key and then scroll down to the bottom right hand corner of the OFDMA Overview section. When that data is selected, release the shift key, then right click .... Copy. In the same post, right click .... Paste. That should paste in the modem's UI table data as it appears in the modem's page. You can also use the arrow keys on the keyboard to scroll down thru the table instead of using your mouse or trackball.
That's a starting point, a quick check on the signal levels to see if anything appears to be out of the normal signal ranges.
01-30-2022 11:48 PM - edited 01-31-2022 12:11 AM
Software version is: 22.214.171.124
My LAN uptime is: 003 days 11h:16m:05s
My WAN uptime is: 002 days 14h:43m:29s
|Port ID||Frequency (MHz)||Modulation||Signal strength (dBmV)||Channel ID||Signal noise ratio (dB)|
|Receiver||FFT type||Subcarr 0 Frequency(MHz)||PLC locked||NCP locked||MDC1 locked||PLC power(dBmv)|
|Port ID||Frequency (MHz)||Modulation||Signal strength (dBmV)||Channel ID||Bandwidth|
|Channel Index||State||lin Digital Att||Digital Att||BW (sc's*fft)||Report Power||Report Power1_6||FFT Size|
EDIT: I should have mentioned in my initial post but after I noticed the jittering the modem has gone out a small handful of times often for a few hours at a time during the night. It doesn't turn off but rather I am connected but without any internet, at least that's what my phone tells me. It has however restarted on it's own though this isn't as common.
01-31-2022 12:46 PM - edited 01-31-2022 12:47 PM
@SilkenWhiskers your downstream power levels are all high, very high at the low frequency end at 275 Mhz and very high at the upper 800 Mhz end as well. Plotted out, the DOCSIS 3.0 power levels (channels 1 to 32) would resemble a U shape, with the bottom of the U sitting around 4 to 5 dBmV. The normal power levels on the downstream side are at 0 dBmV, or at least, clustered around 0 dBmV.
The upstream DOCSIS 3.0 power levels are low, which is probably the cause of your current problems.
So, you have an unusual combination, high downstream and low upstream power levels.
The modem uses DOCSIS 3.1 on the downstream side, which is shown by the presence of the OFDM channel. That power level is also very high and ramps down as you go from 275 Mhz to 579 Mhz. That should also be stable, at 0 dBmV.
Are you in a house or apartment/condo/highrise, etc, etc?
Do you have other Rogers services running such as multiple Nextboxes and possibly a Home Phone as well?
I'm wondering if you happen to have a powered amplifier running to service everything and if so, is the modem cable plugged into one of the powered output ports or is it sitting on the VOIP port, which is where it should be connected to?
Or, are you running internet service only, in which case, there would be an F-81 connector installed which connects the incoming cable to the house internet cable?
01-31-2022 01:15 PM
02-01-2022 01:36 PM
Did you add that F-81 connector yourself? The coax cable typically should be able to connect directly to the modem without any additional connectors.
If you added it yourself, I would recommend removing it and directly connecting the coax cable to the modem without any extra connections added on to see if that fixes this behaviour.
If it was installed by our tech, then we'd be happy to take a closer look to see what is going on! Feel free to send a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.
02-01-2022 02:15 PM
I'm very sorry but I may have gotten confused, the wire is connected directly to the modem. I thought the F-81 connector was the end of the coax cable that you tighten to the modem but I know now that it is not, at least there isn't on on the modem. The other end however I do not know if it has a F-81 connector as it goes into an area of the duplex that we are not renting so we do not have access to it, a Rogers tech had initially installed the cable years ago when this housing got internet originally, our current modem was installed by a tech and all they had to do with the coax wire was disconnect it from the old one and put it into the new one. Is it possible the wire has become faulty, or even the modem?
02-02-2022 02:22 PM
Hello again @SilkenWhiskers!
It could be a number of different things. I would like to run some tests and troubleshoot with you.
Feel free to send a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.
12-03-2022 07:37 PM - last edited on 12-03-2022 07:41 PM by RogersMoin
I too have had jitter issues since the 21st of October. I have had my modem and lines replaced to no avail. Finally I've had a senior tech come by and confirm there is a flap on my node. Yet still nothing has been done to fix my problem. I'm at my wits end. I've had excellent service even during covid but it all went south after the 21st of October. I'm gonna need a Christmas miracle or get in touch with someone in maintenance directly to get a resolution.
12-03-2022 08:54 PM
12-03-2022 09:29 PM
lol I love the the festive response. Took your advice and went through the share a concern process thanks bud Happy Holidays