Fast cable connection keeps dropping to ~1mbps

[CR01]

Hey all,

For the last 4-5 weeks, our 500mbps connection has been intermittently dropping mid-to-late afternoon to between 1-2mbps. This has been happening 2-3 times a week. Latency as well jumps up like crazy with that, from approx. 15ms to 200-300ms. It's essentially unusable during these periods. This is a plan and a modem we've had for approx. 6 months now without any issues, and nothing's changed to the setup in that time.

I've spoken with Rogers support multiple times, and had a support Tech come out to replace a power supply unit within our residence that he was convinced would fix the issue...but it didn't. The only way we're able to restore speeds to their usual is to call Rogers and get them to restart our modem from their end. Power cycling the unit itself (i.e. unplugging and replugging the AC) has no effect.

They're not able to identify any issues from their end, nor can we here as the router indicator lights do not change when this speed drop happens. Our devices also remain connected and state there's still a connection.

I'm slowly but surely looking into alternative providers, but would ideally like to stay with Rogers if I can get this resolved! Any help would be greatly appreciated.

***EDITED LABELS***

[CR01]

Download issue not occurring currently, but our latency is spiking again.

Downstream Overview

Port ID	Frequency (Hz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)	Bytes	Correcteds	Uncorrectables
1	591000000	QAM256	0.900	7	38.605	2573963974	3530	17923
2	597000000	QAM256	0.799	8	38.983	35985764	1970	15931
3	603000000	QAM256	1.000	9	38.605	36502019	1917	16572
4	609000000	QAM256	0.799	10	38.983	27429528	2948	18825
5	579000000	QAM256	0.900	5	38.983	39144330	2965	19340
6	585000000	QAM256	1.000	6	38.983	38714041	3047	20270
7	279000000	QAM256	-0.500	1	38.983	41024213	1740	10876
8	615000000	QAM256	1.000	11	38.983	27545209	1630	12121
9	621000000	QAM256	1.299	12	38.983	36381975	2168	13913
10	633000000	QAM256	1.299	13	40.366	39285907	2108	12982
11	639000000	QAM256	0.900	14	38.983	39863748	2191	12542
12	645000000	QAM256	0.799	15	38.983	40840676	2052	10773
13	651000000	QAM256	1.099	16	38.983	43824402	2071	13778
14	657000000	QAM256	1.400	17	40.366	32891984	1975	12982
15	663000000	QAM256	1.400	18	38.983	33577284	2615	15613
16	669000000	QAM256	1.299	19	38.983	33006207	2008	12990
17	675000000	QAM256	1.400	20	38.983	35455235	1496	11158
18	681000000	QAM256	1.099	21	38.983	35960134	1056	6209
19	687000000	QAM256	1.299	22	38.983	36021738	2388	12474
20	693000000	QAM256	1.200	23	38.605	32635608	1398	8072
21	699000000	QAM256	1.000	24	38.605	35507740	1461	4934
22	705000000	QAM256	1.000	25	38.605	35728609	1875	9412
23	711000000	QAM256	0.500	26	38.605	34844724	2100	10771
24	717000000	QAM256	1.000	27	38.983	35241335	1030	3860
25	723000000	QAM256	0.799	28	38.983	37546401	1149	5846
26	825000000	QAM256	0.299	29	36.609	37763846	352	0
27	831000000	QAM256	-0.099	30	36.609	38430780	235	0
28	837000000	QAM256	-0.099	31	37.636	38790421	305	0
29	843000000	QAM256	-0.099	32	37.636	39850078	252	0
30	849000000	QAM256	-0.200	2	37.355	41410917	248	0
31	855000000	QAM256	-0.299	3	37.355	41921878	256	8
32	861000000	QAM256	-0.299	4	37.636	42842086	87	0

OFDM Downstream Overview

Receiver	FFT type	Subcarr 0 Frequency(MHz)	PLC locked	NCP locked	MDC1 locked	PLC Location	Occupied BW(MHz)	Subcarriers	PLC power(dBmv)
0	NA	NA	NO	NO	NO	NA	0 ~ 0	NA	NA
1	4K	275600000	YES	YES	YES	1544	283 ~ 472.95	3736	-0.099998

Upstream Overview

Port ID	Frequency (Hz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	23700000	64QAM	35.270	6	6400000
2	36996000	64QAM	36.520	8	6400000
3	30596000	64QAM	36.520	7	6400000
4	13696000	64QAM	34.770	5	6400000

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

[RogersMoin]

Hello, @CR01.

We’re glad to have you in our Community; thank you for your detailed posts and signal levels. It can be bothersome when the speed drops to an unacceptable level and the latency increases. We can investigate the low-speed intermittency for you and find out what’s causing it. Please send us a private message at @CommunityHelps. You can find details about our private messaging in this blog.

We hope to hear from you soon.

Cheers,

RogersMoin