Rogers Community

Alex4161 · ‎06-01-2023

For the last 3 days, everyone on my street has had an area outage for some time and unstable signals.

I have opened up 3 tickets and each time I get a message that the issue is fixed which is a lie as clearly it is not.

C188128338 MAY 30

C188196658 MAY 31

C188228261 JUNE 1

Could someone please let me know when this issues will be properly resolved? It is really frustrating having internet/tv connectivity going up and down and getting kicked off.

Thanks

**Labels Added**

Alex4161 · ‎06-03-2023

I had intermittent area outages for 3 days that kept things offline for several hours. I had a look at my signal levels now and they have dropped considerably compared to what they were before the outage. Prior to the outage, the signal ranged from 4 dBmV to -2 dBmV and now some are hitting -8 dBmV:

IndexLock StatusFrequencySNRPower LevelModulation

Downstream

Channel Bonding Value

7

1

2

3

4

5

6

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

34

33

34

Locked

609 MHz

279 MHz

579 MHz

585 MHz

591 MHz

597 MHz

603 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

693 MHz

699 MHz

705 MHz

711 MHz

717 MHz

723 MHz

825 MHz

831 MHz

837 MHz

843 MHz

849 MHz

855 MHz

861 MHz

216 MHz

350000000

216000000

39.7 dB

40.4 dB

40.5 dB

40.3 dB

40.0 dB

39.9 dB

39.8 dB

40.0 dB

40.4 dB

40.5 dB

40.3 dB

40.1 dB

40.5 dB

40.4 dB

40.0 dB

40.3 dB

40.2 dB

40.1 dB

39.9 dB

40.0 dB

37.4 dB

37.5 dB

37.2 dB

36.6 dB

36.5 dB

36.1 dB

40.1 dB

39.7 dB

40.2 dB

-2.3 dBmV

3.2 dBmV

0.5 dBmV

0.9 dBmV

-1.3 dBmV

-1.5 dBmV

-1.9 dBmV

-2.1 dBmV

-1.5 dBmV

0.6 dBmV

0.3 dBmV

0.4 dBmV

0.9 dBmV

-1.1 dBmV

0.8 dBmV

-1.1 dBmV

-1.2 dBmV

-1.6 dBmV

-1.7 dBmV

-1.8 dBmV

-1.7 dBmV

-1.5 dBmV

-1.2 dBmV

-5.5 dBmV

-5.8 dBmV

-6.4 dBmV

-7.2 dBmV

-7.5 dBmV

-8.0 dBmV

4.6 dBmV

2.2 dBmV

4.5 dBmV

256 QAM

OFDM

IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type

Upstream	Channel Bonding Value
1	2	3	4
Locked	Locked	Locked	Locked
21 MHz	25 MHz	32 MHz	38 MHz
2560	5120	5120	5120
36.5 dBmV	37.5 dBmV	39.5 dBmV	39.5 dBmV
QAM	QAM	QAM	QAM
TDMA_AND_ATDMA	ATDMA	ATDMA	ATDMA

RogersTony · ‎06-03-2023

Hello, @Alex4161

Thank you for your post to the community.

I can understand how disruptive it can be when you are experiencing service interruptions. There were some area issues but I am hopeful that your service is working better for you now.

Feel free to reach out to us again via private message if you continue to experience issues and we can investigate further.

RogersTony

Alex4161 · ‎07-12-2023

@CommunityHelps @Datalink

It has been about 6 weeks when we had the area outage and my signal levels dropped significantly.

Over the last few days, I am having internet hiccups where I can't load some webpages which seem to be resolved by restarting the router. This occurs on wireless and wired devices.

My current signal levels have gone lower since before and i'd like someone to look into this to get it resolved. My last interactions they said this is normal.

IndexLock StatusFrequencySNRPower LevelModulation

Downstream

Channel Bonding Value

7

1

2

3

4

5

6

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

34

33

34

Locked

609 MHz

279 MHz

579 MHz

585 MHz

591 MHz

597 MHz

603 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

693 MHz

699 MHz

705 MHz

711 MHz

717 MHz

723 MHz

825 MHz

831 MHz

837 MHz

843 MHz

849 MHz

855 MHz

861 MHz

216 MHz

350000000

216000000

39.6 dB

40.3 dB

40.1 dB

40.0 dB

39.9 dB

39.7 dB

39.6 dB

39.9 dB

40.3 dB

40.4 dB

40.2 dB

40.0 dB

40.3 dB

40.2 dB

39.8 dB

40.1 dB

39.9 dB

40.0 dB

39.7 dB

39.8 dB

37.2 dB

37.1 dB

36.6 dB

36.0 dB

36.1 dB

35.9 dB

35.6 dB

40.1 dB

39.6 dB

40.1 dB

-2.3 dBmV

3.2 dBmV

0.5 dBmV

0.8 dBmV

-1.2 dBmV

-1.4 dBmV

-1.9 dBmV

-2.1 dBmV

-1.6 dBmV

0.6 dBmV

0.4 dBmV

0.5 dBmV

-1.0 dBmV

-1.3 dBmV

-1.0 dBmV

-1.3 dBmV

-1.4 dBmV

-1.6 dBmV

-1.9 dBmV

-2.0 dBmV

-1.9 dBmV

-1.8 dBmV

-1.6 dBmV

-6.1 dBmV

-6.4 dBmV

-6.9 dBmV

-7.8 dBmV

-8.1 dBmV

-8.2 dBmV

-8.6 dBmV

4.6 dBmV

2.1 dBmV

4.6 dBmV

256 QAM

OFDM

IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type

Upstream	Channel Bonding Value
1	2	3	4
Locked	Locked	Locked	Locked
21 MHz	25 MHz	32 MHz	38 MHz
2560	5120	5120	5120
35.8 dBmV	37.5 dBmV	38.8 dBmV	38.8 dBmV
QAM	QAM	QAM	QAM
TDMA_AND_ATDMA	ATDMA	ATDMA	ATDMA

Datalink · ‎07-13-2023

@Alex4161 as indicated by @RogersTony, send him a message directly or addressed to @CommunityHelps to check on the status of the neighbourhood node and of the upstream CMTS. The question at hand is whether or not there are any outstanding tickets on either one, and what tickets have been closed for any work completed on either the neighbourhood node or CMTS. Knowing what was done would help to understand any possible problems going forward.

Fwiw, here are your downstream QAM signal levels:

Alex4161 Downstream QAM Signal Levels

As you can see, their not great, however, if the modems are only using the OFDM channel, the upper frequency roll-off might not have any effect on modem performance. The follow on question to that is what portion of the data is carried by the OFDM channel and what portion is carried by the QAM channels. I've asked that question some time ago and have never received a response. So, the roll-off might have a huge impact, or, no impact at all. In any event, the expected frequency response across the board should be a zero dBmV flat line, not what you're seeing there.

It looks like you have to Orthogonal Frequency Division Multiplex channels running, one starting at 216 Mhz and one starting at 350 Mhz. The signal level table only shows single values for those tables. There is a finer breakdown of those channels, the OFDM MIBS which is available to the moderators and the Level II techs. The only way to determine if those channels are running correctly is to ask the moderators or Level II techs to have a look at your modem signal levels. As you can see from the signal plot, those OFDM channels are running in a signal down slope region. The question is, are those signal slopes within the OFDM spec. Can't say without more channel data. So, the users are in the blind when it comes to making any assessment of the OFDM channel conditions.

Fwiw, the upstream QAM channel signal levels look ok. The expected range is 36 to 40 dBmV, so, yours are ok.

Can you post the code-word table. That table would indicate whether or not there might be any noise issues at any point in the cable spectrum.

Alex4161 · ‎08-01-2023

@Datalink

After lots of back and forth with techs who didn't want to open a service call, I had a visit Friday and the tech said my signal is about a 7 dB drop from what it should be. This is what I was trying to tell support but seems to fall on deaf ears.

My signal levels are now as follows but still have glitches watching TV:

System Uptime:1 days 3h: 5m: 53s

Downstream	Channel Bonding Value
Index	7	1	2	3	4	5	6	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	34	33	34
Lock Status	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	Locked	Locked
Frequency	609 MHz	279 MHz	579 MHz	585 MHz	591 MHz	597 MHz	603 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	693 MHz	699 MHz	705 MHz	711 MHz	717 MHz	723 MHz	825 MHz	831 MHz	837 MHz	843 MHz	849 MHz	855 MHz	861 MHz	216 MHz	350000000	216000000
SNR	39.8 dB	40.2 dB	40.3 dB	40.3 dB	40.2 dB	40.0 dB	40.0 dB	40.0 dB	40.2 dB	40.5 dB	40.6 dB	40.5 dB	40.3 dB	40.3 dB	40.6 dB	40.5 dB	40.0 dB	40.3 dB	40.5 dB	40.4 dB	40.3 dB	40.3 dB	40.4 dB	40.1 dB	40.2 dB	38.3 dB	38.1 dB	38.1 dB	37.7 dB	37.8 dB	37.8 dB	37.7 dB	39.8 dB	39.5 dB	39.9 dB
Power Level	3.4 dBmV	7.0 dBmV	5.0 dBmV	4.7 dBmV	4.4 dBmV	4.1 dBmV	3.6 dBmV	3.6 dBmV	4.2 dBmV	5.3 dBmV	5.4 dBmV	5.3 dBmV	4.8 dBmV	4.5 dBmV	4.8 dBmV	4.6 dBmV	4.5 dBmV	4.4 dBmV	4.3 dBmV	4.1 dBmV	4.1 dBmV	4.1 dBmV	4.2 dBmV	4.4 dBmV	4.5 dBmV	0.4 dBmV	0.3 dBmV	0.0 dBmV	0.7 dBmV	0.5 dBmV	0.4 dBmV	0.7 dBmV	7.8 dBmV	6.5 dBmV	7.7 dBmV
Modulation	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	OFDM	OFDM


Upstream	Channel Bonding Value
Index	1	2	3	4
Lock Status	Locked	Locked	Locked	Locked
Frequency	21 MHz	25 MHz	32 MHz	38 MHz
Symbol Rate	2560	5120	5120	5120
Power Level	40.3 dBmV	40.8 dBmV	43.3 dBmV	43.3 dBmV
Modulation	QAM	QAM	QAM	QAM
Channel Type	TDMA_AND_ATDMA	ATDMA	ATDMA	ATDMA



CM Error Codewords
Index	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	34
Unerrored Codewords	1283140653	115011836	132989846	133086750	133280763	133282050	133290396	133119279	133125299	133100525	133105777	132501675	133158090	133166486	133179158	133260512	132794224	133204365	133284280	133293179	133234916	133310003	133310713	133315169	133321580	133099328	132973264	118833987	118075850	78924694	117732885	117016019	1734786748	1283140653
Correctable Codewords	70597515	1908	3912	4089	4414	4112	4158	4048	4017	4461	4355	4241	4599	4318	4556	4897	11650	4688	4521	4534	4454	4345	7893	5343	4697	156349	168941	138827	789826	824490	690651	73853	1720753969	70597515
Uncorrectable Codewords	148066	8626	17084	18010	18614	18084	18354	18635	17803	17849	17007	17064	18324	18325	19108	19293	29738	18289	18479	18477	18459	18704	21669	19845	19564	24491	141252	24348	90403	355201	552654	289076	243705	148066

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