Greetings @djbustar1!
I am sorry to hear that you're experiencing these ongoing issues. In your other post, you mentioned error 03117 but that is an incomplete error code.
Are you getting Ignite TV Error Code: RDK-03117 or XRE-03117?
Regards,
RogersCorey
Hello, @DayPol
Thank you for posting your concern to the community.
I can understand how disruptive it is when your service goes down especially if it has been down for a long time. Are you still experiencing an issue with your service? If there was work being done in your area you should notice an improved connection once the service has been restored.
Please let us know if issues are persistent.
RogersTony
Hello @DayPol, I can imagine how inconvenient connectivity issues can be. Please reach out to us via PM @CommunityHelps for troubleshooting purposes.
RogersZia
@sumo_stallion what modem do you have? Rogers modem can be seen on the following page:
https://www.rogers.com/support/internet/setup-install
Can you log into your modem and navigate to the signal data:
If you have a Gen 1, 2, or 3 modem as seen on the left of that page, navigate to Gateway >> Connection >> WAN Network (?). On that page you should see three data tables, downstream, upstream and codewords. Please copy those tables and paste them in to a post. To copy the tables, one at a time, place your curser just ahead of the first character in the table. Hold down the shift key and scroll down and to the right until the curser is sitting just after the last character in the table. Release the shift key and with the data still selected, use Ctrl c to copy the data. In a new post, use Ctrl v to paste in the data. Please do that for all three tables. You can use the keyboard arrow keys to scroll down and to the right to the end of the table. When you paste the data into a post, since the tables are all horizontal, the forum software will automatically generate a scroll bar at the bottom of the post so that people who are looking at your post can scroll right to see all of the data.
If you have a Hitron modem, as seen in the right hand three modems, navigate to the STATUS .... DOCSIS WAN tab. Place your curser just in front of the Downstream Overview line, hold down the shift key and scroll down and to the right until your curser is sitting just after the last character in the very bottom table. There are multiple tables on that page. Keep scrolling down the end of the very bottom table. With those tables selected, release the shift key and use Ctrl c to copy the data. Use Ctrl v to paste the data into a post.
In both cases, the end result should be a set of tables that look like the tables in the modem's user interface.
@nugpot what modem do you have? Rogers modems can be seen on the following page:
https://www.rogers.com/support/internet/setup-install
Can you log into your modem and navigate to the signal data:
If you have a Gen 1, 2, or 3 modem as seen on the left of that page, navigate to Gateway >> Connection >> WAN Network (?). On that page you should see three data tables, downstream, upstream and codewords. Please copy those tables and paste them in to a post. To copy the tables, one at a time, place your curser just ahead of the first character in the table. Hold down the shift key and scroll down and to the right until the curser is sitting just after the last character in the table. Release the shift key and with the data still selected, use Ctrl c to copy the data. In a new post, use Ctrl v to paste in the data. Please do that for all three tables. You can use the keyboard arrow keys to scroll down and to the right to the end of the table. When you paste the data into a post, since the tables are all horizontal, the forum software will automatically generate a scroll bar at the bottom of the post so that people who are looking at your post can scroll right to see all of the data.
If you have a Hitron modem, as seen in the right hand three modems, navigate to the STATUS .... DOCSIS WAN tab. Place your curser just in front of the Downstream Overview line, hold down the shift key and scroll down and to the right until your curser is sitting just after the last character in the very bottom table. There are multiple tables on that page. Keep scrolling down the end of the very bottom table. With those tables selected, release the shift key and use Ctrl c to copy the data. Use Ctrl v to paste the data into a post.
In both cases, the end result should be a set of tables that look like the tables in the modem's user interface.
Hi @nugpot. Looking at your signal data, the following can be seen:
1. The downstream QAM channels are higher than normal. Within specs but higher than normal. The target level is 0 dBmV. Historically, in the 6 to 7 dBmV range, customers start to see problems with their internet service. The modems have an operating range of +/- 15 dBmV, so they should be able to run with the signal levels that you have without any issue.
The upstream QAM channels aren't too bad. The normal range is 36 to 40 dBmV, so yours are within that range.
The Orthogonal Frequency Division Multiplex (OFDM) channels don't look too bad in terms of their power levels, but, there isn't enough information presented in the modem's user interface to really determine the health of those channels. Just as a comment, the upstream OFDM channel is running at a very low frequency. There's no symbol rate shown for that channel which leads me to think that its not carrying any data.
3. The codeword data shows a high corrected codeword count for channels 1 and 33. Thats typical to see in these data sets. I don't have any explanation at this point as to why that is so common. I'll have to see if I can get an explanation from the engineering staff. Looking at the rest of the data, you have a low number of corrected and uncorrected codewords spread across all of the channels. That makes me think that you have some type of noise issue going on, just enough to generate a low level of corrected and uncorrected codewords.
On the whole, I'd say that there's nothing that jumps out as being an issue. Certainly not big enough to cause the dropouts that you're seeing.
Ok, so, can you do some checking when you have time. I'm assuming that you're in a house. If not please let me know. You may already know the answer to this. Can you have a look in the basement, specifically look at the inbound Rogers cable. It should be connected to the modem's cable with an F-81 connector. That connector looks like this:
https://www.homedepot.ca/product/ideal-3ghz-f-splice-adapter-10-pack-/1000751479
1. There should not be a splitter or amplifier at that junction point. Please let me know what you find.
2. Are you using a power bar of any type to run your equipment? If so, please disconnect it from the wall socket and the connected equipment for test purposes. Run the connected equipment from the wall socket, using multi-socket extension cords if necessary. Power bars can run a very long time, but, when the metal oxide varistor found in many power bars starts to fail, it can emit Electromagnetic Interference which can kill cable data signals. That EMI is conducted along the connected wiring and radiated into the surroundings. So, if you're using a power bar, please disconnect it for a day or two. A UPS should be ok. I think that when they fail, they fail hard, and you know it.
3. If you're in a house, do you have overhead or underground cabling?
4. Do you happen to know when the cable was last changed?
5. To log the disconnects, use an ethernet connected pc to run a ping test to the Cable Modem Termination System (CMTS). To do that use windows power shell to run a continuous ping that is recorded to a text file. For a windows pc, go to Start ... search: enter powershell and select Windows Powershell in the available list.
Run a trace to anywhere, enter:
tracert www.google.com
Assuming that the modem is running in its default Gateway mode, the first hop is the modem, the second hop is the CMTS. Ping the second hop. That command will probably run an IPV6 trace as IPV6 is the windows preferred addressing scheme. To copy the second hop IP address, select the address with your curser and use Ctrl c to copy the address and paste that into notepad or text editor to keep in handy. Once pasted in, ensure that there's no extra spaces around it.
Run a ping to that address for 24 hours to determine what your losses are during the entire day.
At this point, start a transcript using powershell, so that you can see the ping results on the monitor and at the same time, the results will be written to text file so that you can look back and see when the dropouts occur. That record can also be used by the tech staff to look at the CMTS side of the house.
Here's a reference page for this:
https://community.spiceworks.com/how_to/154193-ping-with-timestamp-and-log
Ok, to start the transcript use: Start-Transcript -path C:/temp/PingLog.txt -Append
This assumes that you have a temp directory shown as c:\temp That directory is typically buried within the Windows operating files, so, my advice is to create a test directory of some name on the C: drive that can be easily accessed. Call it whatever you want. That directory name will be used in the above path statement.
To stop the transcript use:
Stop-Transcript
To run the ping command, start the transcript first, using the above command. Then copy the IP address that you pasted into the text edit file. Then enter the following ping command:
Ping.exe -n 86400 right click | ForEach {"{0} - {1}" -f (Get-Date),$_}
That runs the ping command with 86400 pings as the number of allowed pings.
The right click will paste in the address of the CMTS.
The remaining command including the pipe symbol will generate a date times
You could put that together in a text editor and just copy the command, then right click to paste it into the command box.
That will run for 24 hours.
When the test is done, enter the transcript stop command:
Stop-Transcript
Here's an example using a 20 ping command to google:
Transcript started, output file is C:/temp/PingLog.txt
PS C:\Users\Test> Ping.exe -n 20 google.com | ForEach {"{0} - {1}" -f (Get-Date),$_}
2023-03-16 12:46:36 AM -
2023-03-16 12:46:36 AM - Pinging google.com [172.217.165.14] with 32 bytes of data:
2023-03-16 12:46:36 AM - Reply from 172.217.165.14: bytes=32 time=27ms TTL=115
2023-03-16 12:46:37 AM - Reply from 172.217.165.14: bytes=32 time=29ms TTL=115
2023-03-16 12:46:38 AM - Reply from 172.217.165.14: bytes=32 time=38ms TTL=115
2023-03-16 12:46:39 AM - Reply from 172.217.165.14: bytes=32 time=35ms TTL=115
2023-03-16 12:46:40 AM - Reply from 172.217.165.14: bytes=32 time=24ms TTL=115
2023-03-16 12:46:41 AM - Reply from 172.217.165.14: bytes=32 time=24ms TTL=115
2023-03-16 12:46:42 AM - Reply from 172.217.165.14: bytes=32 time=24ms TTL=115
2023-03-16 12:46:43 AM - Reply from 172.217.165.14: bytes=32 time=26ms TTL=115
2023-03-16 12:46:44 AM - Reply from 172.217.165.14: bytes=32 time=25ms TTL=115
2023-03-16 12:46:45 AM - Reply from 172.217.165.14: bytes=32 time=24ms TTL=115
2023-03-16 12:46:46 AM - Reply from 172.217.165.14: bytes=32 time=24ms TTL=115
2023-03-16 12:46:47 AM - Reply from 172.217.165.14: bytes=32 time=26ms TTL=115
2023-03-16 12:46:48 AM - Reply from 172.217.165.14: bytes=32 time=24ms TTL=115
2023-03-16 12:46:49 AM - Reply from 172.217.165.14: bytes=32 time=25ms TTL=115
2023-03-16 12:46:50 AM - Reply from 172.217.165.14: bytes=32 time=26ms TTL=115
2023-03-16 12:46:51 AM - Reply from 172.217.165.14: bytes=32 time=26ms TTL=115
2023-03-16 12:46:52 AM - Reply from 172.217.165.14: bytes=32 time=26ms TTL=115
2023-03-16 12:46:53 AM - Reply from 172.217.165.14: bytes=32 time=25ms TTL=115
2023-03-16 12:46:54 AM - Reply from 172.217.165.14: bytes=32 time=26ms TTL=115
2023-03-16 12:46:55 AM - Reply from 172.217.165.14: bytes=32 time=27ms TTL=115
2023-03-16 12:46:55 AM -
2023-03-16 12:46:55 AM - Ping statistics for 172.217.165.14:
2023-03-16 12:46:55 AM - Packets: Sent = 20, Received = 20, Lost = 0 (0% loss),
2023-03-16 12:46:55 AM - Approximate round trip times in milli-seconds:
2023-03-16 12:46:55 AM - Minimum = 24ms, Maximum = 38ms, Average = 26ms
PS C:\Users\Test> Stop-Transcript
**********************
Windows PowerShell transcript end
End time: 20230316004702
Ok, give that a go to see what turns up for lost packets during the day. When you have the file available, copy the bottom test results and post them so we can see what the results look like. To run short ping tests in the PowerShell command prompt, its the same as the Windows command prompt. ping (some address) will run a 4 ping test. Ping -n 100 (some address) for example will run a 100 ping test and terminate. So, if you want to experiment with short ping tests prior to starting a day long test, by all means. That way you'll be able to convince yourself that this actually works, prior to committing yourself to a longer test.
Thanks for that info. While I'm working on it, I'm running Obkio on my laptop.
The modem is on a UPS with a new battery. I can disconnect it and see if it makes a difference.
This is a screenshot of the latency from yesterday.
That graph looks pretty ugly. What's the ping target?
You indicated that the cable comes in directly from the outside without any splitter or amplifier. Does the cable enter the home in the basement and then connect to the house RG6 cable run up to the modem, or did the tech run the cable thru the wall and install a wall plate.
Running a UPS is fine. I don't expect any issues with a UPS.
Brand new house? If so, did you have it built and did you include structured wiring which is a combination bundle of RG6 for internet/cable/satellite, Cat-5e for telephones and Cat-6 for ethernet.
Ok, somewhere in the forum are fairly recent instructions for troubleshooting. They're basically a requirement for a trace to www.google.com and a ping test to google as well. I'd let the ping test run for at least an hour and then post the bottom results. Rogers won't do anything if your test results show anything less than 100 Ms for return times. And .... Rogers will only accept the text results of a ping test, ergo, my instructions to record the ping test so that you can actually submit it to Rogers if required. I completely disagree with that policy.
My personal opinion is to run a ping test to the CMTS as indicated in the above posts. As a first step, that will determine if there are any cable issues between your modem and the neighbourhood node and any loading issues on either the neighbourhood node or upstream CMTS. When any issues between the modem and CMTS are determined and corrected, then its time to look further afield. Start locally, sort out all the issues, and then move further afield.
Once again, my personal opinion is to ping the Rogers DNS addresses:
Primary IPv4 DNS: 64.71.255.204
Secondary IPv4 DNS: 64.71.255.198
Primary IPv6 DNS: 2607:f798:18:10:0:640:7125:5204
Secondary IPv6 DNS: 2607:f798:18:10:0:640:7125:5198
The problem with using an ICMP ping is that the ping could be ignored by the server, depending on the server load, in which case I recommend a TCP/IP ping to port 53 of those addresses.
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