@mtfahmy do you have more than one Rogers service running in your home, such as Digital TV with the Nextboxes, or a Home Phone. I'm wondering about other services as that would require a splitter or powered amplifier installed on the incoming cable.
There's a definite mismatch in your modem's signal levels. The downstream DOCSIS 3.0 channels (1 to 32) are actually pretty good. The target level is 0 dBmV with a signal to noise ratio in the 36 to 40 dB range, so, your's are pretty good.
The upstream isn't good, which is a mystery. The failure point is 51 dBmV for three or four channel operation. Above that level, the modem will start to drop upstream channels as it doesn't have enough power to run three or four channels at max power, so it shuts down a channel and runs the remaining channels on the available max output power. Usually, high upstream channel signal levels equate to degraded external cables and connectors, which result in low downstream power levels and high upstream power levels, but, your downstream power levels are ok, so, something is amiss. This makes me think that there's a power amplifier installed on the inbound cable. I might be wrong here, but that's what it looks like.
If that is the case, the power amplifiers will hide cable / connector problems, making it much tougher to diagnose a problem.
The OFDM channel which the modem uses for its downstream traffic is a mystery as the user interface does not show all of the data associated with that channel. The Physical layer link channel (PLC) power is sitting at 0 dBmV, but, given the higher than normal upstream output levels, which are running below the OFDM channel in terms of frequencies, I don't believe that the OFDM data is entirely accurate and doesn't show a true picture of the power levels across the entire OFDM channel. If that OFDM channel isn't running at its optimum level, in terms of signal level and Quadrature Amplitude Modulation (QAM) levels, the modem won't run at its highest data rate.
Ok, so, the questions that need answers are:
1. do you have more than one Rogers service running in your home, such as Digital TV with the Nextboxes, or a Home Phone.
2. Can you check the location where the inbound external cable connects with the house cabling. Look for a passive splitter or a powered amplifier. If there is one installed, it will probably be an Antronix splitter or amplifier. There will be a model number on the front. Please post the model number. If this is a powered amplifier, there should be a VOIP port marked on the front. The modem should be connected to that port, unless of course you have a VOIP phone connected to that port.
3. Your complaint is regarding slow data rates. Is that via ethernet, or wifi, or both. A slow ethernet problem would indicate a possible cable / connector issue, or something amiss further upstream. If could also be a problem with the house ethernet wiring, if in fact you're using house ethernet cabling. A wifi problem is the result of the wifi environment, range to the modem, and devices used. That's potentially a tougher problem to solve. So, it would help to understand where the problem lies, ethernet or wifi?
4. You indicated that your desk is in the same room as the modem. Are you connecting your laptop to the modem via ethernet?
5. If you're connecting via wifi, are you using a 2.4 Ghz network or a 5 Ghz network?
6. If you normally connect to the modem via wifi, do you happen to have a fast laptop or desktop with an ethernet port that can used for testing?
Food for thought, I'd send the modem's MAC address to @CommunityHelps via private message. That would allow @RogersMoin or @RogersAndy to check the OFDM channel data to see if that channel is running with adequate signal levels, signal to noise ratios and a high QAM level. If those are all ok, then, baring any slow data rate issues with the neighbourhood node, your data rates should be ok. If you happen to have a powered amplifier installed, it would be interesting to see the OFDM data.
Ok, I think that's it for now.
@Clarionguy Hi, and welcome to the Rogers Community!
It's hard to say why connections are slow to establish without additional information. As @AngryChicken pointed out, some of your devices might be running into issues with the IPv4/IPv6 dual stack network configuration, but this has become mainstream these days. IPv6 brokenness should not be a problem anymore, nor should it ever be necessary to disable IPv6 on your router/gateway.
If you want to test IPv4 and IPv6 connectivity, there are several test sites available on the Internet:
Here's a nice, simple one: https://test-ipv6.com/
A more advanced one: http://ipv6-test.com/
and one that is more readable, and that also provides a good explanation of what each test in their suite does: https://en.internet.nl/test-connection/
Best of luck with your troubleshooting!
@AngryChicken You are absolutely right that you can and do see this "slow connection" issue on new network connections in dual stack situations. Here is what is going on: When IPv6 is enabled in the network, a modern operating system will first attempt to connect to a site via IPv6. However, when IPv6 connectivity is broken for whatever reason, (OS networking (mis)configuration, IPv6 connectivity at the network level only partially working, issues with DNS resolution, etc.) the OS will wait for the initial connection to a site to time out and then should fall back to using IPv4 for subsequent connections, and that is why you see those subsequent connections working faster.
As a network engineer, you may find RFC 8305 interesting; others can read a synopsis of the issues here.
You can also test whether you are falling back to IPv4 here: http://he.test-ipv6.com/
Disabling IPv6 is only a workaround. You need to fix the root cause, and the IPv6 tests that I posted earlier should point you in the right direction. Microsoft does not recommend disabling IPv6; Also see their Windows IPv6 FAQ and tips for Advanced users. Some have also posted fixes elsewhere in the Forum for issues affecting Windows installations. (e.g. @Datalink 's post here.) Most UNIX-based operating systems work fine out-of-the-box in dual-stack environments.
FYI, Ignite TV requires IPv6 and the Ignite set-top boxes do not handle it well when IPv6 connectivity breaks. On every channel change, the STBs initiate a network connection using IPv6 when they establish a new stream. If IPv6 connectivity is broken, the connection will fall back to IPv4 but only after the IPv6 connection times out, so when things break, it takes several seconds to change channels. (The breakage typically occurs when Rogers does overnight maintenance. Sometimes, the CMTS router basically "forgets" who received which IPv6 prefix delegation, and then stops routing packets to that destination, breaking IPv6 connectivity. A simple gateway reset on the customer end "fixes" the problem; on reboot, the gateway requests the prefix delegation again. However, it's not an intuitive fix for new Ignite customers. They will try resetting their STB over and over again to no avail when the fix is to restart the modem.)
@Cepheus74 How were you connected to the network when you performed the speed test? If you were connected using wired Ethernet, then 200 Mb/s is not good. If you are connected by WiFi through an Ignite Pod, then 200 Mb/s is normal.
Edit: Your signal levels also look off. Your power levels should all ideally be in the -7 to +7 dBmV range and your SNR should be 38 dB or higher. However, your downstream OFDM channel looks okay. What are your upstream power levels like and are you seeing a high number of uncorrectable codeword errors?
@Cepheus74 That does not look good. Your upstream power levels are way too low: around 40 - 45 dBmV is typical. I believe that below 35 dBmV and above 52 dBmV are considered failures. Also, DO NOT remove that 3 dB attenuator or else your upstream power levels will drop even more.
Your uncorrectable codeword error counts are not good either. It's totally normal to see a scary-looking number of correctable codeword errors on the downstream OFDM channel but you should be seeing close to zero uncorrectable errors. If I'm reading what you pasted correctly, you are seeing14928 uncorrectables! With that many, your modem should be falling back to using DOCSIS 3.0... and if it isn't, that's a problem as well.
It also looks like you have A LOT of noise on your line. From your power downstream power levels, you are getting plenty of signal... but the noise is dropping your SNR to unacceptable levels. DOCSIS 3.1 does perform all that well with high noise levels.
Somebody at Rogers needs to have a look at this. You can either call Tech Support or you can send a PM to @CommunityHelps and ask them to investigate. Either of those teams can get a Level 2 tech to check the signals to your modem, check the error stats on your modem and your CMTS, and check your area for noise, etc. and dispatch a senior tech or maintenance team to investigate further, if required.
@Cepheus74 what are you running for a router? There are two possible issues here:
1. the router doesn't have enough horsepower to run 900+ Mb/s; or
2. the router does enough horsepower, but, QOS, or filtering of some type is running, requiring the CPU to examine every packet, followed by a decision to do something with each packet, according to the QOS or filtering rules. If you run a factory reset on the router and disable all functions except the firewall and wifi, you might find that the throughput thru the router is fine. After that, as you enable individual functions, run a speed test to determine the impact of those functions. Based on the results, you will find what causes the worst data rate impacts and know which should be left disabled.
@Cepheus74 wrote:
I spoke with someone on a chat earlier and they said my line passed all their tests. Also I am getting 960mbps with a PC directly connected.
Thanks. That's great news! I still stand by what I said regarding the numbers. Some of your signal levels looked marginal to me but that does not necessarily mean that it's a problem. It just means that a Rogers support tech needs to run tests to double-check that everything is okay. As for the uncorrectable error counts, you can suddenly get a spike due transient line conditions and then everything goes back to normal.
You also can't see how things are trending with only a single data point and no additional context. Sorry if I caused you any alarm.
I found out that my router is causing the slow-down oops, when I tried to connect a pc directly earlier it did not work not even with two different cables, now it does and with great speeds.
No problem. I'm glad to hear that everything checked out okay and that you are getting good results with your speed tests!
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