Ethernet jittering suddenly making online games impossible

[SilkenWhiskers]

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.

***Edited Labels***

[Datalink]

@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.  

[SilkenWhiskers]

Sure thing.

Software version is: 7.1.1.37
My LAN uptime is: 003 days 11h:16m:05s
My WAN uptime is: 002 days 14h:43m:29s

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	645000000	QAM256	5.800	15	38.983
2	591000000	QAM256	4.400	7	37.636
3	597000000	QAM256	4.400	8	37.355
4	603000000	QAM256	3.500	9	37.355
5	849000000	QAM256	7.000	2	38.983
6	855000000	QAM256	5.599	3	38.605
7	861000000	QAM256	4.199	4	38.605
8	579000000	QAM256	4.099	5	37.636
9	585000000	QAM256	4.099	6	37.355
10	609000000	QAM256	4.099	10	37.636
11	615000000	QAM256	4.900	11	37.636
12	621000000	QAM256	5.000	12	38.605
13	633000000	QAM256	4.800	13	38.605
14	639000000	QAM256	5.099	14	38.605
15	279000000	QAM256	8.900	1	38.605
16	651000000	QAM256	5.500	16	38.605
17	657000000	QAM256	4.800	17	37.636
18	663000000	QAM256	5.500	18	38.605
19	669000000	QAM256	5.599	19	38.605
20	675000000	QAM256	5.900	20	38.605
21	681000000	QAM256	5.800	21	38.983
22	687000000	QAM256	5.199	22	38.605
23	693000000	QAM256	5.500	23	38.983
24	699000000	QAM256	6.400	24	38.983
25	705000000	QAM256	5.900	25	38.983
26	711000000	QAM256	5.699	26	38.605
27	717000000	QAM256	5.800	27	38.605
28	723000000	QAM256	5.900	28	38.983
29	825000000	QAM256	6.800	29	38.983
30	831000000	QAM256	7.400	30	38.605
31	837000000	QAM256	8.000	31	38.605
32	843000000	QAM256	6.900	32	38.983

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	9.199997

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	25900000	64QAM	34.020	2	6400000
2	38700000	64QAM	33.020	4	6400000
3	32300000	64QAM	34.270	3	6400000
4	21100000	64QAM	31.760	1	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

 
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.

[Datalink]

@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?

[SilkenWhiskers]

I'm in a duplex, on the bottom floor. We have Rogers TV as an additional service however I do not use it. We do not have a powered amplifier just the modems power cable, the F-81 connector and an ethernet cable that goes from port 1 to my computer. It's worth noting that while typing this the modem went down so I had to switch to typing on my phone using data, the second blue light is off instead of being green while the top blue light blinks green occasionally. I've done the speed test from my phone and get the same jitter results.

[RogersCorey]

Greetings @SilkenWhiskers!

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.  

Regards,

RogersCorey

[SilkenWhiskers]

Hello @RogersCorey 

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?

[RogersCorey]

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.  

Regards,

RogersCorey

[RumalYapa]

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.

[mebe]

You have a flappy node, and after October 21, everything went South.
You need a Christmas miracle, however, since Santa has a flabby belly, a bad case of Covid, and is currently recovering at his North Pole residence, you'll need somebody else to contact him.
Instead of just doing what's expected, try the "lazy way" and see what happens.
Scroll down the page to Contact Us, and then scroll down to Share a Concern (you need to have first spoken to tech support -- which you have).
I believe this a faster way to get a supervisor to look at your problem, then perhaps escalate it to the Office of the President if necessary (without having to wait for a level 1 agent, then supervisor, then O of the Prez).
This seems to be one of the latest trends to avoid long wait times, while also gaining the opportunity to perhaps speak to somebody who will oversee the situation while also trying to locate Elves with the power of Rudolph's red node/nose.
You should be relaxing at this time of year, but even Christmas miracles sometimes get lost in the e-mail.

[RumalYapa]

lol I love the the festive response. Took your advice and went through the share a concern process thanks bud Happy Holidays