FEEDBACK - Rogers Rocket Wi-Fi Modem Firmware Trial

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I'm a Regular
Posts: 859

Re: FEEDBACK - Rogers Rocket Wi-Fi Modem Firmware Trial

@RogersDave thanks for the reply, so what if the upstream usage remains high in my area what do I do from here do I need to call customer service because I'm still experiencing same issue ?
I've Been Here Awhile
Posts: 2

Re: FEEDBACK - Rogers Rocket Wi-Fi Modem Firmware Trial

HEY @RogersDave

 

Can you scan my connection?  I have a feeling that there might be something on my network contributing to this deplorable connection, I miss my fast Gigabit connection

http://www.speedtest.net/my-result/5946288005

 

PM me and ill give you my modem MAC

 

Highlighted
I've Been Here Awhile
Posts: 2

Re: FEEDBACK - Rogers Rocket Wi-Fi Modem Firmware Trial

Also...THANKS TO EVERYONE!  I have been using this forum to solve many Rogers "situations" during my time being a customer, this forum is supreme compared to the agents on the phone. 

I Plan to Stick Around
Posts: 85

Re: FEEDBACK - Rogers Rocket Wi-Fi Modem Firmware Trial

@RogersDave Do you have privilege to check on traffic in my area or any other issues? If so, can you please check if eveything looks fine from your end in my area?

 

I wish storm came and knocked out Rogers pole so that they have to come and install the it properly. At this point, I suspect, coupled with this modem, the pole outside (I think 3-5 houses share the line from that box) is limiting my actual download speed.

 

I'm a Reliable Contributor
Posts: 337

Re: FEEDBACK - Rogers Rocket Wi-Fi Modem Firmware Trial

@prateeck7

 

While @RogersDave can check this, I would suggest is to contact Rogers Support and tell them that you have speed issues and would like them to check the area to see if there are any problerms.

 

I had the same issue earlier last week and called into Rogers Support and they tested my area.  They determined that I had high latency and packet losses and opened a ticket to investigate.  Make a note of the case number (starts with C) , the agents name and the time/date when the ticket was opened. I always ask for a automated callback when it is resolved.   Sometimes these things can take a few weeks to resolve.  The auto call will tell you when it is fixed or if it taking longer to resolve.

 

Once it is resolved, you can call in to Rogers Support and give them the case number and they can give you some service credits (from the time the ticket is raised till when it is resolved) if the service is impacted as a result of this.  

 

 

I'm a Senior Advisor
Posts: 2,135

Re: FEEDBACK - Rogers Rocket Wi-Fi Modem Firmware Trial

@prateeck7 @mahomed

 

Prateek7:  I would concur with the recommendation that Mahomed just made. Earlier last fall, we had a complete outage of our Internet.  I called in and we got it back in few days.  I asked for a small compensation by giving him the service ID and the history.  He didn't even question, he gave me credit beyond the total days of full outage, because he had in my record that the area had been having outages on and off in the neighbourhood for a few days.

 

So it is worth it to get the issue documented and on the record for two reasons - it helps them for identifying recurring issues in the neighbourhood or your own connection, so helps with trouble shooting, and it also provided for a very fair response to compensation.  When I call in, they often look at the neighbourhood at the same time, but I always ask what the status of the neighbourhood is.  It serves as a reminder to them if it gets missed, and allows me to know what they are dealing with - if just on my connection, they will probably be able to fix quickly, if neighbourhood, may be longer.  Plus it may provide evidence for a suggestion of compensation.

 

Once this gets cleared up for you, then you can go back to considering testing of your modem with the beta trials, knowing that any line issues are resolved.

 

Bruce

I Plan to Stick Around
Posts: 8

Re: FEEDBACK - Rogers Rocket Wi-Fi Modem Firmware Trial

I signed up for the trial because we were having issues where the modem would lose connection and have to be rebooted.  It would happen as infrequently as once every few days, to as much as a couple of times per day.  Since the new firmware was installed, we are still having this issue.  

 
1501/06/17 13:48:5082000200criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:93:a5:99;CM-QOS=1.1;CM-VER=3.0;
1601/06/17 17:37:5590000000warningMIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:93:a5:99;CM-QOS=1.1;CM-VER=3.0;
1701/06/17 17:37:5773040100noticeTLV-11 - unrecognized OID;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:93:a5:99;CM-QOS=1.1;CM-VER=3.0;
1801/09/17 10:08:2482000200criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:93:a5:99;CM-QOS=1.1;CM-VER=3.0;
1901/09/17 12:37:1890000000warningMIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:93:a5:99;CM-QOS=1.1;CM-VER=3.0;
2001/09/17 12:37:2073040100noticeTLV-11 - unrecognized OID;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:17:10:93:a5:99;CM-QOS=1.1;CM-VER=3.0;

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1615000000256QAM-4.2003537.636
2609000000256QAM-4.2003437.356
3603000000256QAM-3.8003337.356
4621000000256QAM-4.7003637.356
5633000000256QAM-4.7003736.610
6639000000256QAM-4.8003836.610
7645000000256QAM-4.8003937.356
8651000000256QAM-5.1004036.387
9657000000256QAM-5.1004136.610
10663000000256QAM-5.2004236.610
11669000000256QAM-5.2004336.610
12675000000256QAM-5.1004436.610
13681000000256QAM-5.1004536.610
14687000000256QAM-5.0004636.610
15693000000256QAM-4.7004737.356
16699000000256QAM-4.8004837.356
17705000000256QAM-4.8004937.356
18711000000256QAM-4.8005037.356
19717000000256QAM-5.1005136.610
20723000000256QAM-4.9005236.610
21825000000256QAM-4.8005337.356
22831000000256QAM-5.2005437.356
23837000000256QAM-5.2005537.636
24843000000256QAM-5.4005637.356
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandWidth
123700000ATDMA - 64QAM41.00026400000
238596000ATDMA - 64QAM41.50033200000
330596000ATDMA - 64QAM39.50016400000

 

Updated...@Datalink

Resident Expert
Resident Expert
Posts: 5,977

Re: FEEDBACK - Rogers Rocket Wi-Fi Modem Firmware Trial

Hi @spigirl

 

Can you replace your cable modem's MAC address in the post with the following or delete the whole data group.  Copy and paste this in its place in the four event lines:

 

CM-MAC=xx:xx:xx:xx:xx:xx

 

Can you log into your modem again, navigate to the STATUS .... DOCSIS WAN page, copy the Downstream and Upstream tables and paste those tables into a post.  The copy and paste process will paste in the text contents of the tables.  Those tables are the signal levels and signal to noise ratios which may indicate why your having problems with your internet service.



I'm a Reliable Contributor
Posts: 597

Re: FEEDBACK - Rogers Rocket Wi-Fi Modem Firmware Trial

@RogersDave

 

is firmware .20 patch notes being released today? ( for CODA modem)

Network Architect
Network Architect
Posts: 611

Re: FEEDBACK - Rogers Rocket Wi-Fi Modem Firmware Trial


@JohnBeaudin wrote:

@RogersDave

 

is firmware .20 patch notes being released today? ( for CODA modem)


Done. I am however not ready to deploy it until I get feedback from Hitron on the WinMTR fix but it should hopefully occur this week.

 

Dave