Rogers Community

huynh4 · ‎12-19-2024

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?

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

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

41.4 dB

40.4 dB

41.3 dB

41.1 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

4.2 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

7.1 dBmV

4.5 dBmV

256 QAM

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*

-G- · ‎12-20-2024

@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.

huynh4 · ‎12-22-2024

I have confirmed that it was online support that was lying or just plain incorrect. I had a technician come this past Friday who confirmed the notes online support gave me were from a visit on the 2nd of December, not the 4th when the sr tech identified the issue.

The sr tech who identified the issue is still not responding, unfortunately likely still battling COVID as the technician I just had out also texted him and didn't get a response. He said that anything the sr tech identified will be going through different channels of communication that he doesn't have access to. So I'm now waiting essentially for that sr tech to recover and return to work.

I need a way to get in touch with the sr tech's boss or peers at the same level to continue moving the ball forward.

RogersCorey · ‎12-22-2024

Hello @huynh4!

We can look into the status of your current ticket to find out what's happening with repairs since the tech working them went off duty because he is sick.

Please feel free to send a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.

~RogersCorey

Tom905-2022 · ‎12-23-2024

I have similar unreliable internet service issue with Rogers. I am tired of trying to get in touch with their technical support. Got a new modem3 months ago and it still does not fix the issue. It went down again near Leslie and 16th in Richmond hill. Terrible experience!

RogersMoin · ‎12-26-2024

Hello, @Tom905-2022.

Thank you for joining this thread and sharing your concerns. Intermittent Internet can be bothersome. How often are you losing the connection? We can check your line conditions; please send us a private message. If required, please see RogersCorey's post above for more info on our private messaging.

Cheers,

RogersMoin

PhilipH · a month ago

I have been battling with the same issue since April, it happens when channel bonding is lost on the upstream OFDMA channel, it happens randomly, sometimes more often than others. High latency, packet loss and sometimes loss of sync are the symptoms while the modem tries to restore OFDMA bonding. Happens to everyone in the neighborhood at the same time. If you login to your modem in the Connection page during those periods check if upstream OFDMA says "Not locked". I've had countless tech visits, and I deal exclusively with the Share a concern people which really try to help and can engage the network maintenance people to look into the matter. Unfortunately for me, they seem not be able to isolate the issue although they are changing things around, even replaced some cabling close to the CMTS box and yet issue is not resolved. Rogers cable has become very unreliable in the past 1.5 year or so.

LordDrakkon · a month ago

It sounds line to the node for your neighbourhood or the node itself is either damaged or suffering from exposure to weather/water in the line. Over provisioning can also cause this issue during peak usage. I had to literally harass Rogers for the better part of 3 years to get it resolved iny area. Good luck!

Make sure you request senior techs only when they want to come out. Insist they monitor the line and connection for at least a week, if not longer. Insist they do testing of the line at every point leading up to your local node.

huynh4 · a week ago

@PhilipH - I've been monitoring my connection using pingplotter for a long time now but just found the time to try your suggestion. I actually wrote a script that scrapes my modems connection tables every minute. I can now use that data to compare against the times that I observe my issue in pingplotter. The characteristic issue I have been experiencing happened last night between 12:25am and 1:05am EST but I have yet to see a single "Not Locked" in my connection data... I have noticed that almost all of my SNRs are above 40 which as I understand it is meant to be the upper "good" limit. Perhaps it is a noise issue and not a bonding one.

To update the thread in general - the originally reported issue still happens daily, on top of that though my connection is now sometimes unstable throughout the day as well. I will attach an image which highlights the characteristics of the original issue and also shows the instability throughout the day that I have observed.

Connection details from 12:40AM EST:

Downstream,Channel Bonding Value
16,1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,17,18,19,20,21,22,23,24,25,26,27,28,29,30,31,32,33,34
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
651 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,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,350000000,920000000
40.1 dB,41.1 dB,42.1 dB,42.2 dB,41.9 dB,40.9 dB,41.9 dB,41.4 dB,41.6 dB,41.7 dB,41.5 dB,41.4 dB,41.5 dB,41.3 dB,41.3 dB,40.8 dB,41.1 dB,40.5 dB,40.9 dB,40.9 dB,40.4 dB,41.3 dB,41.0 dB,41.5 dB,41.7 dB,41.8 dB,41.9 dB,41.6 dB,42.3 dB,42.1 dB,42.3 dB,42.3 dB,40.9 dB,41.4 dB
-3.4 dBmV,1.0 dBmV,0.2 dBmV,0.1 dBmV,0.2 dBmV,-2.3 dBmV,0.2 dBmV,-1.4 dBmV,0.9 dBmV,0.8 dBmV,-1.3 dBmV,0.8 dBmV,0.8 dBmV,-1.3 dBmV,-1.1 dBmV,-1.8 dBmV,-1.7 dBmV,-3.2 dBmV,-2.4 dBmV,-2.1 dBmV,-3.3 dBmV,-1.5 dBmV,-2.5 dBmV,-1.7 dBmV,-1.2 dBmV,-1.1 dBmV,0.6 dBmV,-1.0 dBmV,0.7 dBmV,0.4 dBmV,0.7 dBmV,0.7 dBmV,2.0 dBmV,0.1 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

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
41.3 dBmV,42.3 dBmV,42.5 dBmV,42.5 dBmV,40.2 dBmV
QAM,QAM,QAM,QAM,OFDMA
TDMA_AND_ATDMA,ATDMA,ATDMA,ATDMA,TDMA

CM Error Codewords
16,1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,17,18,19,20,21,22,23,24,25,26,27,28,29,30,31,32,33,34
3994613239,2703168876,2703171861,2703175211,2703178639,2703183017,2703195573,2703247869,2703247200,2703255986,2703213557,2703217354,2703224551,2703221697,2703231957,2703236361,2703240186,2703241665,2703246419,2703258841,2703258999,2703264760,2703267233,2703271191,2703279255,2703283075,2703286626,2703295086,2703300023,2703297386,2703301554,2703306155,921131600,3994613239
1512825609,1,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,819229111,1512825609
0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0

The first image here demonstrates the originally reported issue which is very prevalent as well as demonstrating the instability throughout the day. The following images are further examples of my terrible connection.

PhilipH · Friday

To me it looks like a node congestion but the other guys also can chime in as well. Good news is you do not have packet loss but your average latency to your CMTS is a bit high - above 30ms and into the 40s is definitely not good. I would suggest you get in touch with the Share a concern team, submit a ticket on the page that you have a technical issue, and they'll call you the next day.

Meanwhile you can also fix your double NAT issue but putting your modem into Bridge mode, currently by all the looks you have the modem in Gateway mode, and you have your own router plugged in. That won't solve the problem, but it will help with gaming connectivity and other P2P applications you might have.

huynh4 · Friday

@PhilipH wrote:
To me it looks like a node congestion but the other guys also can chime in as well. Good news is you do not have packet loss but your average latency to your CMTS is a bit high - above 30ms and into the 40s is definitely not good. I would suggest you get in touch with the Share a concern team, submit a ticket on the page that you have a technical issue, and they'll call you the next day.

Meanwhile you can also fix your double NAT issue but putting your modem into Bridge mode, currently by all the looks you have the modem in Gateway mode, and you have your own router plugged in. That won't solve the problem, but it will help with gaming connectivity and other P2P applications you might have.

Yea luckily the packet loss mostly went away back when the senior tech let maintenance know about the issue with the node on ~Dec 4th. They did something over that weekend and since then that helped but the latency issues have stuck around.

Regarding submitting a ticket to the 'Share a concern team', where do I find that? Is that the same team as the CommunityHelps team? I have been working with them in DMs here trying to get maintenance involved. At the start of this week they said I should hear back by Wednesday but I did not. Now they've told me it will basically be an indeterminite amount of time until I hear from maintenance.

I have my modem in Gateway mode right now because if I put it in bridge mode then traceroute & pingplotter will not see the hop between my router and my modem which blurs the credibility of the connection between Rogers infrastructure and my own. I'll give it a try tonight and report back if it helped at all.

I'm not familiar with the CMTS acronym, my understanding after looking it up is that it refers to the latency between my modem and the first node which in my case is currently hop 3 to 99.246.180.1, is that correct?

huynh4 · Sunday

Another status update for the thread. While testing my connection in bridge mode I tried playing online games (which I am largely unable to do because of the latency issues) and the issue persists in bridge mode, as expected. However, the game I tested with, Deadlock, allows me to turn on separate network graphs for upstream and downstream connections. Watching those realtime graphs the downstream latency is relatively stable but the upstream latency seems to be where the issue is. I've provided this information to the CommunityHelps team to pass along to mainenance / platform in case it helps at all.

RogersCorey · Tuesday

Thank you for keeping us updated @huynh4! We appreciate all the extra data you've brought to us.

~RogersCorey

Rogers Community

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