FEEDBACK - Rogers Rocket Wi-Fi Modem Firmware Trial

[RogersMargaret]

Hello Community,

We are currently offering our users an exclusive opportunity to participate in an upcoming trial of the new firmware for our Rocket Wi-Fi Modem (CGN3ACR, CGN3AMR and CGN3ACSMR) and Rocket Gigabit Wi-Fi Modem (CGN3552 and CODA-4582). For details of this program, please see this thread.

This thread will be used for feedback regarding the firmware.  We've invited @RogersSergio, @RogersSyd & @RogersBob from our Networking team to participate in this thread.  Your feedback is very valuable and will be used to enhance the firmware before it is released publicly.

Thank you for your continued feedback and support.

[Hybrid_Noodle]

Hey @Patrick9591, Yea I get understand the gaming thing it can get frustrating (I have the same issues from time to time). What are we realistically shooting for in terms of for Ping/Jitter or are you looking for it to be just more consistant?

[Patrick9591]

Hello @Hybrid_Noodle,

Ideally, I would like my jitter/latency to be as low as possible <10 ms. I know this is not FFTH and probably will not get any of those type of numbers. However, if the rate was constant I would have no problem with that. During the day I achieve ~10ms for both jitter and latency which works fine. Overall I would like to see more consistency. You mentioned you get these issues from time to time. I get them every night. I graduated with a networking diploma and rogers tech support only seems to follow a  basic troubleshooting script to "fix" my issues. I joined this forum to find answers and hopefully solutions. @RogersDave has been doing a tremendous job in addressing issues and providing workarounds. I commend all those in this community and I just want to be a point where I can game again.

[jseller]

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@jseller wrote:

Hi,

I noticed that when someone includes a screenshot of their upstream and downstream signal parameters the signal strength is almost always positive. I checked mine and they are all negative. Is this a problem? 

I am on a gigabit internet but my speed never goes more than 550Mbps on a wired connection when I had my previous modem.  I tested today and I only got 104.17 Mbps down and 29.70 Mbps up using the new modem.

Modem is at least 6 feet away from the router, I'm connected through port 3 and Wifi on the modem is disabled.

http://www.speedtest.net/my-result/5900543977

I can't even use the Rogers Speed Check. I get a 'Latency Test Error'.

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	615000000	256QAM	-1.600	11	40.366
2	561000000	256QAM	-1.700	2	38.983
3	567000000	256QAM	-2.300	3	38.983
4	573000000	256QAM	-2.700	4	38.983
5	579000000	256QAM	-2.600	5	38.983
6	585000000	256QAM	-2.400	6	40.366
7	591000000	256QAM	-2.100	7	38.983
8	597000000	256QAM	-1.300	8	40.366
9	603000000	256QAM	-1.900	9	40.366
10	609000000	256QAM	-1.900	10	40.366
11	555000000	256QAM	-2.100	1	38.983
12	621000000	256QAM	-2.200	12	38.983
13	633000000	256QAM	-1.900	13	38.983
14	639000000	256QAM	-1.300	14	40.366
15	645000000	256QAM	-0.800	15	40.366
16	651000000	256QAM	-0.400	16	40.366
17	657000000	256QAM	-0.900	17	40.366
18	663000000	256QAM	-0.900	18	40.366
19	669000000	256QAM	-1.000	19	38.983
20	675000000	256QAM	-1.300	20	38.983
21	681000000	256QAM	-0.700	21	40.366
22	687000000	256QAM	-0.600	22	40.366
23	693000000	256QAM	-0.800	23	40.366
24	699000000	256QAM	-1.200	24	40.366
25	705000000	256QAM	-2.100	25	38.983
26	711000000	256QAM	-2.900	26	38.983
27	717000000	256QAM	-2.600	27	38.983
28	723000000	256QAM	-2.900	28	38.605
29	825000000	256QAM	-2.200	29	38.605
30	831000000	256QAM	-1.800	30	40.366
31	837000000	256QAM	-2.100	31	38.983
32	843000000	256QAM	-2.800	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	-1.599998

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	30596000	ATDMA - 64QAM	34.250	1	6400000
2	38596000	ATDMA - 64QAM	37.500	3	3200000
3	23700000	ATDMA - 64QAM	33.000	2	6400000

OFDM/OFDMA Overview

Channel Index	State	lin Digital Att	Digital Att	BW (sc's*fft)	Report Power	Report Power1_6	FFT Size
0	DISABLED	0.5000	0.0000	0.0000	-inf	-1.0000	4K
1	DISABLED	0.5000	0.0000	0.0000	-inf	-1.0000	4K

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Hi @RogersDave, could you please take a look at my post above?  Thanks.

[Hybrid_Noodle]

@Patrick9591 Hopefully upgrades to DOCSIS 3.1 will help with the congestion and bring with it some more consistency.

I only said I get them from time to time as I cannot game as much as I used to :(. I used to work in a call center for an ISP and yes you will get a lot of reps who are working off of a script as they may not be as technical as required but a majority of the time the scripts work (Unfortunately for more advanced/intermittent issues it never does).

[Patrick9591]

Hello @Hybrid_Noodle,

I am hoping DOCSIS 3.1 will alliviate the congestion and provide consistency as well. I just do not know when it will be officially rolled out to every area. Do you know if there is somebody I can contact or a way I can find out when DOCSIS 3.1 will be enabled in my area?

Thanks,
Patrick

[Hybrid_Noodle]

@Patrick9591 some areas already have 3.1 on the downstream (Upstream is not functional yet due to a limitation on the CMTS currently so upstream is going to still going to be 3.0 on that for the next while). I doubt that there is a schedule or target areas that will be released on the scheduled 3.1 upgrades. I remember @RogersDave stating that they hope to bring more areas to 3.1 in the new year but no firm timelines.

[JohnBeaudin]

I'd love to get a timeline for my area as well ( North East New Brunswick)

hopefully early next year.

[jseller]

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@Hybrid_Noodle wrote:
@Patrick9591 some areas already have 3.1 on the downstream (Upstream is not functional yet due to a limitation on the CMTS currently so upstream is going to still going to be 3.0 on that for the next while). I doubt that there is a schedule or target areas that will be released on the scheduled 3.1 upgrades. I remember @RogersDave stating that they hope to bring more areas to 3.1 in the new year but no firm timelines.

---

How do I find out if I already have Docsis 3.1?

[JohnBeaudin]

@jseller

In the OFDM Downstream Overview

Receiver FFT Type will say 4K instead of NA

[jseller]

---

@JohnBeaudin wrote:

@jseller

In the OFDM Downstream Overview

Receiver FFT Type will say 4K instead of NA

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Thanks. So I do have Docsis 3.1 but I still could not attain speeds of more than 500Mbps on a gigabit connection. 😞 

[lethalsniper]

Can Someone tell me if doc 3.1 is avail in my area @RogersDave @Datalink

[longhau]

Just want to go off topic for just a sec and commend @RogersDave for all his hard work here on the forums and in the background. He has been prompt, curtious and professional with me during this week and I certainly appreciate it. I am still having issues myself but can see and respect all the effort!

We will get there, ladies and gents. 🙂 The beauties of testing cutting edge products should be the hilight... not the fact most of us cannot hit as close to 1000mbps. 

[Hybrid_Noodle]

@lethalsniper there are two ways to check to see if you are in a DOCSIS 3.1 area.
1- Check the OFDM information on the signal stats page. If it says 4K and not filled with NA than you are 3.1
2- If the front LED for downstream connection is purple and not blue than you have 3.1.

If you are in a 3.0 area changed over to 3.1 you will most likely see a restart of the modem followed by a purple LED instead of blue.

[Datalink]

Except for one problem.  I believe that @lethalsniper is running a CGN3ACSMR, looking to find out if DOCSIS 3.1 is available at his CMTS.  If so, then it might make sense to swap modems for a CODA-4582.  @lethalsniper you would have to ask Dave if DOCSIS 3.1 is up and running on your CMTS.  I don't have access to any of Rogers systems to determine that.  You might be able to call tech support and ask the CSR if he or she can determine that.  Hopefully the front line techs have received training for DOCSIS 3.1

[jalalinator]

Spoke to someone whos dealing directly with the coda modem issues on the phone, ran 2 hours of trouble shooting and they told me my loss is not severe enough for them to take further steps on.

This is on a gigabit connection.. I am bridged and I have it connected to port 4 of the coda and all routing devices are 1.8M away from eachother. On the 3552 I would see atleast around 700..

[BS]

Guess their idea of an acceptable loss is not the same as yours - I can see why you would be frustrated - if you pay for 1 GB down, yes, I know they advertise up to, but if it can't do it, then don't sell it until you can do it reliably, and if you expect 20 up, then you should get that too.

It is clear with all the work that is being done with beta testers on this board that there are issues that have to be worked with.  Hopefully the team here can help.  At least they seem to be willing to go beyond just saying the loss isn't severe enough for them to take further steps on.

Guess what they can work with is lower than the group here.  Sounds like they know how to do the trouble shooting, but they don't know how to follow-up on it - I would have at least hoped your support would have been escalated to engineering staff, as we know clearly form this forum thread that there is lots to be done, and they should view each poor connection as another opportunity to test and improved the product.

Makes me happy that I still sit on my 60GB on the latest modem before the CODA, on version .22 and I continue to get a steady ping and signal strength, in fact, typically I get around 80 down and 11 up.  Steady as a rock.

Hope answers come soon - isn't new technology that really is not ready for prime time fun, in particular when sometimes it works for some people and not for others.  That is why I say they should have escalated your issue - it provides one more piece of information towards the final solution.

Bruce

[RogersDave]

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@jalalinator wrote:

Spoke to someone whos dealing directly with the coda modem issues on the phone, ran 2 hours of trouble shooting and they told me my loss is not severe enough for them to take further steps on.

This is on a gigabit connection.. I am bridged and I have it connected to port 4 of the coda and all routing devices are 1.8M away from eachother. On the 3552 I would see atleast around 700..

---

Jalalinator, I can assure you that this is something we are taking seriously. We have worked extremely hard in the last couple of days to address issues one by one, starting with customers who were getting speeds below 50 Mbps.

We have made enough progress on these issues and are now starting to address other reported issues such as WiFi disconnects, slow WiFi, degraded throughput (200-300 Mbps less than previous modems).

The degraded throughput is extremelly hard to troubleshoot for phone agents as everything looks perfectly normal from their end. There is absolutely no indication of a potential problem. It requires advanced troubleshooting performed directly on the modem and for that our engineering team is working hard alongside Hitron and Intel.

There is a lot of work in the pipe and some of you should see in the next couple of days targeted firmwares being pushed to modems. These firmwares will only be pushed to affected customers at the moment and then everybody will receive the next major iteration in January which should include all the critical fixes.

Dave

[Datalink]

I would think that Intel has more than a passing interest here.  Is Rogers the first ISP to release Puma 7 modems?  Considering the bad press that currently surrounds the Puma 6/6MG modems, Intel should be keenly interested in seeing this turn out well.  TCP/IP is certainly improved, I think UDP is as well.  ICMP looks very messy from what I've seen so far, so, at the risk of sounding like a heritic, I'm a little concerned at this point that we have the same issues for all protocols, on a reduced scale due to the newer chipset.  The devil is in the details so they say, the milli-seconds details that is.  The real judgement will be with a comparison against the new Broadcom chipset.  From what I can see, the  previous Broadcom version is still much better than the Puma 7 results.  But, its early days yet, there is still a lot to learn.  All personal opinion of course.......

[JohnBeaudin]

I love all the efforts that Dave and Rogers are pulling to make this new modem decent.

I mean there's a lot of work to do.. time will tell but I have a feeling it will be hard to improve ping in online gaming, so far I am getting the same results as the previous modem.

If Rogers would go with broadcom that would be a dream for us gamers.

[14N]

Hi @RogersDave

Could you push also the firmware trial .14 into my modem? This might resolve my issue wherein my router cannot get an IP thus no internet connection when the modem is in bridge mode. I was part of the firmware trial of the previous modem.

Thanks

[Killacammy]

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@jalalinator wrote:

Spoke to someone whos dealing directly with the coda modem issues on the phone, ran 2 hours of trouble shooting and they told me my loss is not severe enough for them to take further steps on.

This is on a gigabit connection.. I am bridged and I have it connected to port 4 of the coda and all routing devices are 1.8M away from eachother. On the 3552 I would see atleast around 700..

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Yeah I literally got told my internet was "usable" so there was no compensation or anything they would/could do.