Hello, @rrffsss.
Welcome to Rogers Community Forums! 😃
Thank you for posting your concern in the Community. Internet dropping the connection constantly can be quite bothersome. Your observation of low SNR on few of the Downstream channels is remarkable. We'd love to run a few tests on your connection and take next steps to address the issue. Please send us a private message @CommunityHelps. You can find details about our private messaging in this blog.
Cheers,
RogersMoin
- last edited on by
RogersMaude
This has been going on for the past two months or so, but the extreme throttling and disconnects has been happening significantly more frequently the past two weeks. I wanted to get some input from the community, because support hasn't been too helpful.
I'll start off with my specs:
Rental modem: CODA-4582U
Router, bridge-mode: D-LINK DIR-867
What I've done so far with no success:
-Simple restarting of router/modem (1 minute off, and plug back in)
-"Coxial reseating"
-Factory resetting both devices
My internet speeds currently are atrocious. I'm currently paying for the Ignite 300u plan, but I get ranging speeds from 0.3 mbp/s to only 20 mbp/s of download, with my upload speeds ranging from 0.5 mbp/s to 10 mbp/s. The time doesn't matter; I'm sometimes up at 04:00 with the speeds staying like this. I've tried both Ethernet (to the modem) and wireless and they yield the same result (the Wi-Fi, once again, keeps intermittently disconnecting on the CODA-4582U, this was my third replacement modem, also hence why I use the D-LINK router for wireless now).
Occasionally, maybe once or twice a day, the internet disconnects. The status on the CODA-4582U's page shows that it's failing to obtain DHCP. Whenever the internet disconnects, it stays disconnected ranging from 1 minute to 15 minutes.
I've attached the downstream/upstream overviews. Not sure if they're at a normal state right now:
Thank you very much for your time and help.
@Ginibini there's nothing in the signal levels to indicate the presence of any issues. Your signal levels aren't too bad at all.
The one point to keep in mind, the CODA-4582 modem uses DOCSIS 3.1 on the downstream side, which uses the downstream OFDM channel. You have one OFDM channel active on your modem which makes sense. However, there isn't enough data presented for that channel to really determine its health. Personal opinion, that requires a tech with the right test equipment to make that determination. The DOCSIS 3.0 channels, (1 to 32) should be around 0 dBmV with a signal to noise ratio of 36 to 40 dBmV and a QAM value of 256, meaning that the modem is using the highest level of data encoding for those downstream DOCSIS 3.0 channels. Outside of +/- 7/8 dBmv, you will see problems with your internet service. The range is +/- 15 dBmV, but, from what we've seen in the past, you usually see problems long before that extreme range is ever reached. At the present time, those channels, on your modem are slightly below 0 dBmV, so, their fine.
Your downstream signal to noise ratios are pretty consistent. Are you on a Fibre to the Home service, which runs fibre optic to an Optical Network Terminal (ONT) and then short RG-6 cable to the modem? If so, there's always the possibility of a fibre cable problem or a problem with the ONT. That has come up in the recent past.
Are you in a house, or in a condo / apartment / highrise. A house will usually connect to a neighbourhood node, the last locations will or can connect to a Multiple Dwelling Unit which provides data services to those types of buildings. That MDU is normally located in the utility room of the building instead of down the road in the case of a neighbourhood node.
To load the signal levels into a post you can simply copy the Downstream Overview table which you have posted. Start at the line containing the Downstream Overview term, and copy the whole table, right down to the bottom right hand corner of the bottom OFDM/OFDMA section. Select that entire section, just like you would with any other document, then right click, and select copy. Then paste that into a post, right click, .... paste. That will paste in the entire table.
Its always possible that you're connected to a highly congested neighbourhood node, if in fact that is what your modem connects to. That node then connects to a Cable Modem Termination System (CMTS). If you chat with tech support, the first line techs can't tell you what the CMTS load happens to be, but, the second line tech can. I'd get the first line tech to pass you onto a second line tech and ask specifically what the CMTS load happens to be. If the CMTS is highly loaded, then you can see slow data rates, so its worth asking the question. The first line tech will probably give you some static about chatting with a second line tech, but, simply ask if he or she can fix a CMTS. If yes, then ok, whats the answer to the question, if no, then pass me to the second line tech. Fwiw, it sounds like you're going to have to be a little aggressive here to get to the bottom of this. I'd agree with a possible unserviceable modem, three unserviceable modems in a row, nope. Time to buy lottery tickets in that case. Its time to look beyond a modem swap.
So, the questions of the day:
1. Are you on a Fibre to the Home service, which runs fibre optic to an Optical Network Terminal (ONT) and then short RG-6 cable to the modem?
2. Are you in a house, or in a condo / apartment / highrise.
3. Have you already had two or more tech visits, in which case you can ask for a Senior Tech (Real Rogers tech) to look at this problem.
@Ginibini before you consider swapping the modem, have a read thru the following post, specifically the wifi settings and applications to monitor the wifi environment to see who you're competing with.
https://communityforums.rogers.com/t5/Internet/slow-wifi/m-p/429489#M54216
I understand that band steering firmware loading has been completed on the Rogers network. Personal opinion, I'd turn off Band Steering, and, looking at a wifi monitoring application, determine which 5 Ghz band you should be using. I'd guess, remain in the channel 149 range and higher. I don't know the priority of the Band Steering, Signal level or Data Rate? Our neighbourhood typically has 35 to 40 2.4 Ghz network running, all sharing the same 1, 6, and 11 channels. On the 5 Ghz side, channel 149 and up, I'm competing with one or two other users, so, I ignore the 2.4 Ghz side and run everything via ethernet or 5 Ghz wifi. There's no way that I would achieve the data rates on a 2.4 Ghz network that I can see via my 5 Ghz network. So, food for thought, have a look at your wifi settings and wifi environment and see if you can make any changes that will improve your wifi performance.
Hello, @Geezup.
We have discussed a similar condition in a different thread; @automaton reattached the ground, and the WAN didn't drop after that. Perhaps you can post an image of the ground cable, so the experts in the Community can advise.
Cheers,
RogersMoin
@Geezup there should be a covered cable box located outside of your home. That is the demarcation point between the external cable from the local tap and your home's internal cable system. That box cannot be accessed by the home owner, so it would take a tech visit to check the ground block that is usually contained within that box. That ground block is usually connected in some fashion to the external electrical box that contains your electrical meter, which in turn is connected to an earth ground of some type.
If you look at that external box, you should see the separate ground cable running to the electrical system. You should be able to clean up that connection point to the electrical system to ensure that it provides adequate contact between the cable and the ground clamp that attaches to the electrical system.
If for some reason the ground block is located within your home, then it requires an adequate connection to a ground point within your home. You would have to ensure that the ground cable is clean and connected securely at the ground block and at the ground point, wherever that happens to be.
Fwiw, there was a recent incident with a Comcast customer that I know of. That was the result of a lightning strike near his home. Unfortunately the house builder and Comcast installation tech didn't ensure that cable ground block was actually grounded to the electrical system ground. The lightning strike smoked the modem, connected pc and a tv. So, while its probably unusual to see that, that incident serves as a reminder to ensure that the cable ground blocks are actually providing an adequate ground for the cable systems.
Here is an example of the cable ground block:
https://www.groundedreason.com/wp-content/uploads/2015/07/ground-coaxial-e1478480871869.jpg
That comes from this page, which is actually for grounding external antenna, but, the same principals apply to the ground block:
https://www.groundedreason.com/how-to-ground-an-outdoor-antenna/
That block or something very similar should be installed within the external cable box, with the ground cable running out of the box to a nearby ground point. Its possible to use a Can Wrench Hex to access that box. Its not a perfect fit, but it works:
So, you can do your own inspection of the ground cable and grounding points that you have access to and clean them up if required. The external ground block should be addressed by a field tech, who can install new connectors to the external cable at the same time.
Hello @joe101!
A warm welcome to the Rogers Community Forums and thanks for posting! 👍
Based on the signal logs you've provided above, it appears that your signals are within the proper specifications, however, as you've pointed out, your speeds tend to be better when the attenuator is removed from the equation.
I would recommend leaving the attenuator out of your set-up for the time being and just keep a close eye to ensure the speed levels remain stable. Please be sure to keep the Community posted on the results!
@Datalink, as always, feel free to chime in if you have some more advice you can provide! Your insight and expertise are always greatly appreciated by all! 😊
Kind regards,
RogersLaura
- last edited on by
RogersMoin
@VictorK are you running ping tests over wifi or ethernet? They should be run via ethernet only.
To determine if you're seeing packet loss due to external cabling:
1. run a trace to anywhere: tracert -4 www.google.ca
2. Take the second hop IP address and ping that address via ethernet connected pc/laptop, which is the Cable Modem Termination System (CMTS) to which your modem is connected:
ping xxx.xxx.xxx.xxx
3. Let that ping test run for at least an hour, preferably longer. I run ping tests for 24 hours when I do this for modem test purposes. Ignore the high time return times that you see. If you have a white CODA-4582 modem, that high return time is due to modem processing issues introduced in version .27. That high time return (modem caused) does not exist for any other target beyond the CMTS.
Use Ctrl + c to bail out of the test.
Now, if you can see that you're getting timeouts (packet loss) every minute or so during a ping test, call tech support and:
1. Ask the Customer Service Rep to run a signal check on the modem, just to see if it passes.
2. When the signal check is done, ask the CSR to ping the modem from the CMTS, or ping the CMTS from the modem. Keep your ping test going. When you see packet loss in the results, the CSR should also see packet loss in the test that he or she is running. That packet loss should be enough for the CSR to arrange for a field tech to check your external cabling and connectors. That cabling and its connectors don't last forever and at some point have to be replaced, even if the signal check on the modem looks ok. Sometimes, if there is enough degradation in the signal levels, that will be evident in the signal check and in the signal levels that can be seen in the STATUS .... DOCSIS WAN tab, specifically Downstream and Upstream signal levels, QAM levels and Signal to Noise Ratios.
If you log into your modem to have a look at that table, select or highlight the entire table, starting at the Downstream Overview line, all the way to the very bottom section of the entire table, right click ..... Copy. Then paste that into a post so that we can see what your signal levels look like, right click ..... paste. While that data can look normal, its very possible to end up with packet loss due to water ingress into the cable, simply due to aging of the cable and its connectors.
When your talking with the CSR, let him or her know that you've already changed modems, which has not resolved the situation.
Note that all of the above is predicated on packet loss that is observed via ethernet connected device. Now if it turns out that your having problems with wifi, please have a look at the following post, specifically the wifi settings and applications to look at your wifi environment to determine who you're competing with for wifi channels:
https://communityforums.rogers.com/t5/Internet/slow-wifi/m-p/429489#M54216
My advise for anyone who absolutely lives on wifi is to run the modem in Bridge mode with a good wifi router behind it, to provide good wifi coverage of your home. While the modem is good for basic wifi needs, users who need better coverage and access to settings that are typically found in routers, are simply better off buying a good router.
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