08-11-2023 06:53 AM - last edited on 08-11-2023 08:06 AM by RogersYasmine
Hello. For the last few weeks I've had a frequent packet loss, but only when gaming. I use Nvidia's Geforce NOW service, so it's basically some pretty hefty streaming. I haven't noticed any problems with Youtube or in day-to-day usage for work. I've had a tech come by twice to diagnose the problem, but it still persists.
On a whim, I decided to look into the modem's settings and logs and found the following.
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1833858080
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1833858080
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1762049352
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27625326
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4656957
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Does anyone have any advice on how I can further diagnose this problem?
**Labels Added**
Solved! Solved! Go to Solution.
08-15-2023 01:18 AM - edited 08-15-2023 01:19 AM
@MrMinto Did you contact Tech Support (or @CommunityHelps ) to get some additional tests run on your line? Has anything changed, for better or worse, since your last post?
Based on your description above, I would install the splitter/attenuator between the incoming coax feed at the point-of-entry and the coax line going to the wall place upstairs. I would then connect a coax patch cable from the upstairs wall plate to the modem.
Anywhere that you have a coupler joining two coax segments together, whether it's a splitter, coax wall plate or an F81 barrel connector, that's a place where you could get noise ingress, so be sure to keep any devices that transmit in the HF, VHF and/or UHF bands away from there.
I'm at a loss for anything else to suggest.
08-11-2023 10:41 AM
@MrMinto From what you posted, there is a problem with a few of the DOCSIS 3.0 channels... but I don't think that those channels are actually being used. I can't really say more because you did not post your downstream and upstream signal tables, and that is the information that we really need to assess the health of your modem's connection.
You also have a few uncorrectables on your downstream DOCSIS 3.1 channel, which is what should be carrying most (if not all) of your traffic. However, this is a tiny number and really nothing to be concerned about, and the huge number of correctables on that channel is actually normal and totally fine.
08-11-2023 12:05 PM
Thanks for taking a look! I'm trying to figure out my packet loss issues are related to my internet, or if it's on Nvidia's side, so anything helps. All of this is a total mystery to me, but if it's OK I'd like to post the downstream/upstream signal tables.
DOWNSTREAM
23 | 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | 11 | 12 | 13 | 14 | 15 | 16 | 17 | 18 | 19 | 20 | 21 | 22 | 24 | 25 | 26 | 27 | 28 | 29 | 30 | 31 | 32 | 33 |
Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked |
693 MHz | 279 MHz | 849 MHz | 855 MHz | 861 MHz | 579 MHz | 585 MHz | 591 MHz | 597 MHz | 603 MHz | 609 MHz | 615 MHz | 621 MHz | 633 MHz | 639 MHz | 645 MHz | 651 MHz | 657 MHz | 663 MHz | 669 MHz | 675 MHz | 681 MHz | 687 MHz | 699 MHz | 705 MHz | 711 MHz | 717 MHz | 723 MHz | 825 MHz | 831 MHz | 837 MHz | 843 MHz | 350000000 |
42.8 dB | 41.3 dB | 42.1 dB | 42.2 dB | 42.5 dB | 42.6 dB | 42.6 dB | 42.5 dB | 42.5 dB | 42.8 dB | 42.6 dB | 42.5 dB | 42.3 dB | 41.8 dB | 29.5 dB | 40.0 dB | 40.8 dB | 42.4 dB | 42.2 dB | 42.4 dB | 42.3 dB | 42.7 dB | 42.8 dB | 42.6 dB | 42.7 dB | 42.8 dB | 42.9 dB | 42.8 dB | 42.2 dB | 42.3 dB | 42.1 dB | 41.9 dB | 41.3 dB |
10.7 dBmV | 6.6 dBmV | 9.3 dBmV | 9.6 dBmV | 10.0 dBmV | 9.5 dBmV | 9.3 dBmV | 9.3 dBmV | 9.7 dBmV | 10.4 dBmV | 10.1 dBmV | 9.5 dBmV | 9.5 dBmV | 9.5 dBmV | 9.3 dBmV | 9.0 dBmV | 9.2 dBmV | 9.7 dBmV | 9.6 dBmV | 9.5 dBmV | 9.9 dBmV | 10.6 dBmV | 11.0 dBmV | 10.1 dBmV | 10.1 dBmV | 10.3 dBmV | 10.9 dBmV | 10.6 dBmV | 10.0 dBmV | 10.1 dBmV | 9.7 dBmV | 9.0 dBmV | 7.4 dBmV |
256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | OFDM |
UPSTREAM
1 | 2 | 3 | 4 | 5 |
Locked | Locked | Locked | Locked | Locked |
21 MHz | 25 MHz | 32 MHz | 38 MHz | 4 MHz |
2560 | 5120 | 5120 | 5120 | 0 |
37.3 dBmV | 37.0 dBmV | 38.3 dBmV | 39.0 dBmV | 36.0 dBmV |
QAM | QAM | QAM | QAM | OFDMA |
TDMA_AND_ATDMA | ATDMA | ATDMA | ATDMA | TDMA |
And CM Error Codewords again for good measure.
1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | 11 | 12 | 13 | 14 | 15 | 16 | 17 | 18 | 19 | 20 | 21 | 22 | 23 | 24 | 25 | 26 | 27 | 28 | 29 | 30 | 31 | 32 | 33 |
2381439871 | 3230067167 | 3230072502 | 3230080682 | 3230084790 | 3230089518 | 3230095299 | 3230099438 | 3230104234 | 3230107015 | 3230110533 | 3230114667 | 3230096329 | 3230125658 | 3193565996 | 3050152141 | 3228685747 | 3230149739 | 3230153153 | 3230158983 | 3230163822 | 3230169453 | 3230175223 | 3230177582 | 3230182652 | 3230188806 | 3230194928 | 3230199677 | 3230203174 | 3230208170 | 3230209770 | 3230210834 | 2381439871 |
2271538911 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 31504169 | 75600133 | 1400920 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 2271538911 |
35 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 5061781 | 92963188 | 56431 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 35 |
Thanks again!
08-11-2023 12:25 PM
@MrMinto There are a few things that I see. First, the power level on all the downstream channels is too high; it should average out at 0 dBmV across all channels. Also, the power levels on the upstream side are too low; they should be in the low 40's. Both can be fixed by adding an attenuator to the line, and your field tech(s) should have done this. (Either that or the power levels were fine when the techs came by but Maintenance bumped them up when they tried to fix other problems in the area.)
The signal-to-noise ratio on your 639 MHz channel is also really bad, so there is definitely some interference/noise ingress that Rogers needs to address.
08-11-2023 12:46 PM
@MrMinto If you happen to have a two-way coax splitter (from a previous installation?) and a terminating cap (ships with your modem) on hand, you can craft your own attenuator: Connect the incoming Rogers coax feed to the splitter's input and connect one of the outputs to the line leading to your modem. Connect the terminating cap to the other output on the splitter.
08-11-2023 01:00 PM
I do and the tech did install a splitter. I ended up moving my modem, and didn't reattach it in the same way, so that's on me. I'll do that shortly and report back.
08-11-2023 01:33 PM
For clarity, I did as described above with the splitter.
Downstream
23 | 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | 11 | 12 | 13 | 14 | 15 | 16 | 17 | 18 | 19 | 20 | 21 | 22 | 24 | 25 | 26 | 27 | 28 | 29 | 30 | 31 | 32 | 33 |
Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked |
693 MHz | 279 MHz | 849 MHz | 855 MHz | 861 MHz | 579 MHz | 585 MHz | 591 MHz | 597 MHz | 603 MHz | 609 MHz | 615 MHz | 621 MHz | 633 MHz | 639 MHz | 645 MHz | 651 MHz | 657 MHz | 663 MHz | 669 MHz | 675 MHz | 681 MHz | 687 MHz | 699 MHz | 705 MHz | 711 MHz | 717 MHz | 723 MHz | 825 MHz | 831 MHz | 837 MHz | 843 MHz | 350000000 |
42.8 dB | 41.6 dB | 42.3 dB | 42.2 dB | 42.0 dB | 42.8 dB | 42.7 dB | 42.6 dB | 42.7 dB | 42.7 dB | 42.7 dB | 42.5 dB | 41.4 dB | 38.2 dB | 29.1 dB | 28.1 dB | 30.1 dB | 42.3 dB | 42.3 dB | 42.4 dB | 41.4 dB | 42.5 dB | 42.7 dB | 42.8 dB | 42.8 dB | 42.8 dB | 42.9 dB | 42.7 dB | 42.2 dB | 42.2 dB | 42.3 dB | 42.1 dB | 41.7 dB |
7.1 dBmV | 3.5 dBmV | 5.7 dBmV | 5.4 dBmV | 5.2 dBmV | 5.9 dBmV | 5.9 dBmV | 6.0 dBmV | 6.3 dBmV | 6.3 dBmV | 6.2 dBmV | 6.1 dBmV | 5.9 dBmV | 5.8 dBmV | 5.7 dBmV | 5.6 dBmV | 5.6 dBmV | 5.9 dBmV | 5.8 dBmV | 5.9 dBmV | 6.3 dBmV | 6.5 dBmV | 6.8 dBmV | 6.9 dBmV | 6.7 dBmV | 6.8 dBmV | 6.8 dBmV | 6.5 dBmV | 5.9 dBmV | 6.2 dBmV | 6.0 dBmV | 5.5 dBmV | 4.0 dBmV |
256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | OFDM |
Upstream
1 | 2 | 3 | 4 | 5 |
Locked | Locked | Locked | Locked | Locked |
21 MHz | 25 MHz | 32 MHz | 38 MHz | 4 MHz |
2560 | 5120 | 5120 | 5120 | 0 |
39.3 dBmV | 40.8 dBmV | 42.3 dBmV | 42.3 dBmV | 39.2 dBmV |
QAM | QAM | QAM | QAM | OFDMA |
TDMA_AND_ATDMA | ATDMA | ATDMA | ATDMA | TDMA |
CM Error Codewords
1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | 11 | 12 | 13 | 14 | 15 | 16 | 17 | 18 | 19 | 20 | 21 | 22 | 23 | 24 | 25 | 26 | 27 | 28 | 29 | 30 | 31 | 32 | 33 |
6379952 | 7703250 | 7707753 | 7712382 | 7716734 | 7721058 | 7725874 | 7730997 | 7735639 | 7740305 | 7742863 | 7747142 | 7751404 | 7756624 | 7647726 | 7410347 | 7770522 | 7775610 | 7780402 | 7784878 | 7788864 | 7794187 | 7798758 | 7803508 | 7808084 | 7813049 | 7817582 | 7822801 | 7827860 | 7832675 | 7834516 | 7836318 | 6379952 |
5718894 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 106859 | 260317 | 538 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 5718894 |
0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 6680 | 95242 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 |
08-11-2023 04:31 PM - edited 08-11-2023 04:31 PM
@MrMinto That's better. Your signal levels are back within norms.
You said that you moved your modem. There's nothing wrong with that ... but where is it currently connected in your home and what splitters, couples, wall plates, etc are on the signal path from the point that the Rogers line enters your home to the patch cable connecting to your modem?
The one other thing that you could try is to connect your gateway at the point of entry, with the attenuator/splitter in place to drop the signal levels. If you still have problems with channels at or around 639 MHz, at least that will confirm that the interference is not coming from within your own home.
I would still contact Rogers (or send a private message to @CommunityHelps ) and have them run some tests on your line remotely. I don't think that there is anything that you yourself can do about the bad SNR on that one channel or the uncorrectable errors on the D3.0 channels.
08-11-2023 04:42 PM
I'm not particularly familiar with the terminology, but here's how things are connected.
08-15-2023 01:18 AM - edited 08-15-2023 01:19 AM
@MrMinto Did you contact Tech Support (or @CommunityHelps ) to get some additional tests run on your line? Has anything changed, for better or worse, since your last post?
Based on your description above, I would install the splitter/attenuator between the incoming coax feed at the point-of-entry and the coax line going to the wall place upstairs. I would then connect a coax patch cable from the upstairs wall plate to the modem.
Anywhere that you have a coupler joining two coax segments together, whether it's a splitter, coax wall plate or an F81 barrel connector, that's a place where you could get noise ingress, so be sure to keep any devices that transmit in the HF, VHF and/or UHF bands away from there.
I'm at a loss for anything else to suggest.
08-15-2023 08:59 AM - edited 08-15-2023 09:01 AM
Hi. Thank you for following up here, and yes, I contacted CommunityHelps, and they were able to do some tests and determine that the problem likely originates outside of the Roger's Network; so, at GFN's servers, or more likely, in the equipment between mine and theirs. Understandably, not much they can do as the tests on my line and equipment all came back optimal.
GFN has had me do a number of tests as well, but they've all been inconclusive, and neither I nor the Rogers tech were able to actually ping/trace-route their servers. So that portion of the route remains a mystery.
Thanks again for pointing me in the right direction. While I wasn't able to figure out the problem, I can mostly mitigate it by restarting a given game (and in doing so presumably rerouting the signal), and while a bit more time consuming, gets me to minimally disruptive packet/frame loss.