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Intermittent Connectivity

huynh4
I've been around

I'm being gaslit by either online support or a senior technician. Stuck with internet issues since October.

 

I have been dealing with intermittent internet connectivity issues on the nearest Rogers node since October. The issue presents as a 5-20m burst of increased latency, jitter, and packet loss.

I went through all the regular hoops:

  • Modem replaced

  • Cable from modem to side of house <2yo and confirmed working by 3 technicians

  • Underground cable to nearest pad (box on the blvd) replaced

I confirmed via tracing that the latency & packet loss issues begin at the first hop behind the modem and are end-to-end therafter all the way to the destination IP, the first rogers neighberhood node. Its difficult to troubleshoot due to its intermittent nature so it often is not actively presenting itself while a technician is present on prem.

On the 4th of December I thought I finally had some luck. A senior technician observed the issue and told me that it is most certainly the node, that he could see the issues on his side too, that the QAM levels on the node were far too high and that the node appears to be in some form of test mode that it shouldn't be in. He said the issues likely would have begun around October when they did changes to this area. He said I was lucky that he was able to observe it and report it and that things should smooth out over the weekend, that he would follow up on Monday.

Over the weekend things got a lot more noisy chunks of time with 100% packet loss, I thought surely they were working on it. However, the issue persisted, the packet loss during the events has gone down but it is otherwise the same, perhaps slighly less frequent.

Monday (Dec 9th) came and went, I texted him on the 10th following up and he said he had contracted COVID and to contact his office or wait for the following Monday. The office address is on his business card, it is a Rogers office but it has no public number.

I asked how to contact the office and he never responded. I waited a while because I didn't want to bug the guy while he's sick. In the meantime I started reaching out to support asking how I could contact that particular office. They said they couldn't give it to me. On the 13th support told me that could dispatch an investigation in the node and have technicians follow up with me via phone call within 48 hours. That call never came so I went to support again (17th) asking for a direct contact which again I was refused and they assured me this time they have requested a callback regardless of outcome on the investigation end. It has since been another 48 hours with no call.

So today, I contacted support once more desparately trying to get a phone number for someone on duty or responsible for the node that I can contact and work with to resolve the issue. This time, however, the support agent revealed to me that the senior technician that visited on the 4th reported that nothing was wrong. I asked them to copy-paste the technicians notes which they provided:

no fault found,serviceOKat the moment

This means that either the support agent or the senior technician lied to me. I am appalled at the service I have been provided for the money I am paying and I don't know what more I can do. I have been working with support, gone through several technicians, starting back in November and I'm still stuck with the same issues making it impossible to play online games, have VOIP calls with friends, have meetings at work, etc...

What can I do, how can I get this fixed?

 

normal.PNGolderexample.PNGrouter event logs.PNG

 
 
HW Version:2.0
Vendor:Technicolor
BOOT Version:S1TC-3.81.21.97
Core Version:1.0
Model:CGM4981COM
Product Type:XB8
Flash Part:4096 MB
Download Version:Prod_23.2_231009 & Prod_23.2_231009
Channel IDLock StatusFrequencySNRPower LevelModulation
Downstream
Channel Bonding Value
19
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
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
669 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
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
350000000
920000000
40.5 dB
40.7 dB
41.3 dB
41.3 dB
41.4 dB
40.4 dB
41.3 dB
41.1 dB
41.0 dB
41.0 dB
41.0 dB
40.9 dB
41.1 dB
40.8 dB
40.9 dB
40.5 dB
39.8 dB
40.6 dB
39.6 dB
39.9 dB
40.0 dB
40.6 dB
40.3 dB
40.8 dB
41.0 dB
41.2 dB
40.2 dB
40.7 dB
41.5 dB
41.2 dB
41.6 dB
41.4 dB
40.6 dB
41.0 dB
3.0 dBmV
6.0 dBmV
4.5 dBmV
4.2 dBmV
4.6 dBmV
3.2 dBmV
5.3 dBmV
4.2 dBmV
4.7 dBmV
4.7 dBmV
4.2 dBmV
4.6 dBmV
4.6 dBmV
4.2 dBmV
4.4 dBmV
3.7 dBmV
1.9 dBmV
3.6 dBmV
2.2 dBmV
3.3 dBmV
1.9 dBmV
3.6 dBmV
2.6 dBmV
3.4 dBmV
4.1 dBmV
3.9 dBmV
4.3 dBmV
3.7 dBmV
5.2 dBmV
4.8 dBmV
4.9 dBmV
4.9 dBmV
7.1 dBmV
4.5 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
OFDM
*Channel ID 19 is the Primary channel
Channel IDLock StatusFrequencySymbol RatePower LevelModulationChannel Type
 
Upstream
Channel Bonding Value      
 
1
2
3
4
10
 
Locked
Locked
Locked
Locked
Locked
 
21 MHz
25 MHz
32 MHz
38 MHz
42 MHz
 
2560
5120
5120
5120
0
 
38.0 dBmV
40.0 dBmV
39.3 dBmV
40.5 dBmV
37.0 dBmV
 
QAM
QAM
QAM
QAM
OFDMA
 
TDMA_AND_ATDMA
ATDMA
ATDMA
ATDMA
TDMA
Channel IDUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords
  CM Error Codewords                                                                  
 
19
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
 
983303744
1910389178
1910408332
1910445488
1910439112
1910448614
1910464164
1910685551
1910689899
1910707243
1910727170
1910732428
1910717623
1910735002
1910741990
1910746174
1910758251
1910770380
1910773961
1910775291
1895798176
1910990201
1911000479
1911006466
1911036281
1911030462
1911040205
1911068072
1911059580
1911041543
1911084428
1911063521
1679289510
983303744
 
3983776257
3059
2693
2815
2646
2508
2621
2496
2624
2473
2524
2581
3339
3323
3060
3059
3214
2530
2713
3277
2173
2704
2445
2688
2610
2575
2572
2446
2718
2684
2636
2634
964495831
3983776257
 
3964
8152
7149
7216
7268
7740
7704
7867
7763
7868
7796
7646
8804
8670
9464
9450
9250
7474
7506
7822
6362
8296
7199
8175
7661
7682
7661
7660
7299
7234
7300
7221
2220
3964
 
*Added Labels*
1 REPLY 1

Re: Intermittent Connectivity

-G-
Resident Expert
Resident Expert

@huynh4 I don't know what to say.  After my area got converted to the new Casa DAA/R-PHY nodes, they tried to implement a channel configuration similar to yours and ran into all sorts of stability issues... but my my case it caused the node to crash and resulted in hours (or days) of downtime  They then had to fall back to a more stable configuration.

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