Good afternoon @nugpot!
We'd be happy to take a closer look into the history of your account and run some additional tests to see if we can determine exactly what's going on with your connection.
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.
Regards,
RogersCorey
@DayPol wrote: ...no phone, nor Internet nor TV....
I assume you mean home phone? If it's important to have access to phone service in an emergency, to keep in touch, or power failure, it's a good idea to have a cell phone for that purpose. One can purchase an older phone for very little, get one from a friend or relative for free, and use a pre-paid plan that costs say $10/month for the occasional call or text.
Greetings @CK52! Congrats on your first post with us! 😊 Thanks for bringing this up to our much needed attention. I know first hand how important it is to ensure you stay connected. We're saddened to hear that this has been your experience since you've migrated over.
Have you had the chance to connect with us to get this issue resolved since you've last posted?
When the connection is interrupted, how long does it take for the modem to come back online?
Is the issue on WiFi or a direct Ethernet connection and do all devices go down at the same time?
In the event that the issue is still persisting, 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.
Regards,
RogersJo
@KEC it sounds like you have underground wiring with a pedestal located within your yard. Your cabling might need replacement, once again. There's no predicting how long the cables with last, either underground or overhead. The pedestal at the back of the yard holds a local tap, which provides cable service to you and your immediate neighbours. That local tap might need replacing, or the cable that runs from the local tap to the neighbourhood node might need replacing or servicing.
The logical starting point is to replace the underground cable to the local tap and its connectors. From there, the techs have to look upstream to determine what the problem is, and, replace components and cables as required. That takes time, a Senior Tech (real Rogers tech, not a contractor) and possibly a maintenance crew.
The starting point is to have a look at your signal levels. When you're logged into the forum, follow this link to the @CommunityHelps page. On the right is a link to Send a Private Message. Follow that link to the message composition page. The address will fill in automatically. Fill in the subject line and details. Include your account number so that the moderators can find your modem. When done, hit Send.
When you're logged into the forum, have a look for a number, overlaying the envelope symbol in the upper right hand corner, indicating an inbound message. Follow that link down to the message inbox to see the response. You can respond to the moderators message as required.
We're saddened to hear about the issues you've both been plagued with. We know how impertaive it is to ensure you stay connected. @MLRC, is the issure you're experiencing, soley occuring on the newer laptop? Or are any other devices impacted as well? Are you connected via WiFi or Ethernet when this occurs?
@shushee, we'd love the opportunity to take a further look into this for you. 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.
Looking forward to hear from you both!
RogersJo
The downstream levels aren't a problem to sort out. Here's the table, transposed to a vertical format:
| Channel ID | Lock Status | Frequency | SNR | Power Level | Modulation |
|
16 |
Locked |
651 MHz |
39.4 dB |
8.9 dBmV |
256 QAM |
|
1 |
Locked |
303 MHz |
38.7 dB |
8.3 dBmV |
256 QAM |
|
2 |
Locked |
849 MHz |
38.4 dB |
9.2 dBmV |
256 QAM |
|
3 |
Locked |
855 MHz |
38.4 dB |
9.0 dBmV |
256 QAM |
|
4 |
Locked |
861 MHz |
38.2 dB |
8.8 dBmV |
256 QAM |
|
5 |
Locked |
579 MHz |
39.7 dB |
10.0 dBmV |
256 QAM |
|
6 |
Locked |
585 MHz |
39.7 dB |
10.0 dBmV |
256 QAM |
|
7 |
Locked |
591 MHz |
39.6 dB |
10.1 dBmV |
256 QAM |
|
8 |
Locked |
597 MHz |
39.6 dB |
10.1 dBmV |
256 QAM |
|
9 |
Locked |
603 MHz |
39.5 dB |
9.9 dBmV |
256 QAM |
|
10 |
Locked |
609 MHz |
39.6 dB |
10.0 dBmV |
256 QAM |
|
11 |
Locked |
615 MHz |
39.4 dB |
9.8 dBmV |
256 QAM |
|
12 |
Locked |
621 MHz |
39.5 dB |
9.5 dBmV |
256 QAM |
|
13 |
Locked |
633 MHz |
39.5 dB |
9.3 dBmV |
256 QAM |
|
14 |
Locked |
639 MHz |
39.4 dB |
9.1 dBmV |
256 QAM |
|
15 |
Locked |
645 MHz |
39.3 dB |
8.8 dBmV |
256 QAM |
|
17 |
Locked |
657 MHz |
39.3 dB |
8.6 dBmV |
256 QAM |
|
18 |
Locked |
663 MHz |
39.1 dB |
8.2 dBmV |
256 QAM |
|
19 |
Locked |
669 MHz |
38.7 dB |
8.0 dBmV |
256 QAM |
|
20 |
Locked |
675 MHz |
38.6 dB |
8.2 dBmV |
256 QAM |
|
21 |
Locked |
681 MHz |
38.8 dB |
7.8 dBmV |
256 QAM |
|
22 |
Locked |
687 MHz |
38.7 dB |
7.8 dBmV |
256 QAM |
|
23 |
Locked |
693 MHz |
38.6 dB |
7.9 dBmV |
256 QAM |
|
24 |
Locked |
699 MHz |
38.8 dB |
8.0 dBmV |
256 QAM |
|
25 |
Locked |
705 MHz |
38.8 dB |
8.3 dBmV |
256 QAM |
|
26 |
Locked |
711 MHz |
38.9 dB |
8.3 dBmV |
256 QAM |
|
27 |
Locked |
717 MHz |
38.9 dB |
8.3 dBmV |
256 QAM |
|
28 |
Locked |
723 MHz |
38.9 dB |
8.7 dBmV |
256 QAM |
|
29 |
Locked |
825 MHz |
38.8 dB |
9.8 dBmV |
256 QAM |
|
30 |
Locked |
831 MHz |
38.8 dB |
9.5 dBmV |
256 QAM |
|
31 |
Locked |
837 MHz |
38.7 dB |
9.5 dBmV |
256 QAM |
|
32 |
Locked |
843 MHz |
38.6 dB |
9.3 dBmV |
256 QAM |
|
33 |
Locked |
350 Mhz |
37.3 dB |
8.1 dBmV |
OFDM |
Ok, fwiw, your downstream signal levels are too high. They should be sitting at or near 0 dBmV. The upstream signal levels are ok.
The high error count for channel 16 is odd, to say the least as its a typical Quadrature Amplitude Modulation channel. That might be the point where the channel tilt changes. The power output of the neighbourhood node is not constant. That is due to the signal losses in the cable system that runs from the neighbouhood node, to the local tap (pedestal or utility pole located) and then finally to the modem. As you go up in frequency, starting at 200 Mhz, and working up to 1 Ghz, and possibly up to 1.2 Ghz the cable signal losses increase. To counteract that loss, the neighbourhood node output levels increase as you go up in frequency. Channel 16 might be one point where the gain is adjusted at the output port of the neighbourhood node.
There is also the possibility of noise ingress at that frequency. That would take a Senior Tech or a specialist crew to determine.
Personal opinion, the main problem might be the high signal levels. Your downstream signal levels could drop by at least 9 db, to get to where they should be. That would require a 6 db and 3 dB Forward Path Attenuator, which drops the downstream signal levels and leaves the upstream signal levels where they are. That's what should happen. I suspect that a tech would install a large splitter to drop the signal levels by 7 or 11 dB, depending on what splitter he or she would install. That's a definite problem as the splitter drops signal levels in both directions. The end result is that the upstream signal levels would rise to 48 or 52 dbmV. 52 dBmV is the failure point where modems will start to shut down channels as it can't maintain such a high outbound signal level on all channels. When you get to that point, you would know it as the downstream rates start to slow down. This occurs as the data transfer acknowledgements back to the Cable Modem Termination System (CMTS), via the upstream channels slow down when the number of upstream channels are reduced.
So, the simple solution are Forward Path Attenuators, such as the following:
https://www.multicominc.com/product/multicom-mul-fpa85-forward-path-attenuator/
That attenuator is suitable for the next DOCSIS frequency expansion, which runs 5 to 85 Mhz for the upstream channels and 200 to 1218 Mhz for the downstream channels. I've seen posts where Rogers has implemented the 5 to 85 Mhz upstream signal range (mid-split).
These modems have a downstream signal range of +/- 15 dBmV. Historically, with the Hitron modems, any time the signal levels were outside of a +/- 6/7 dBmV range, the modem typically did not perform as it should. I suspect that same can be said about the Comcast XBx modems.
So, personal opinion, before doing anything, I'd drop the downstream signal levels down to 0 dBmV, without forcing the upstream signal levels up. Then, I'd go looking for service interrupts by running a 24 hour ping test to the CMTS.
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