@aaaaaaaaaab can you log into the modem and:
1. Confirm what Software (firmware) version is currently loaded as indicated on the STATUS page. That page will be displayed automatically when you log into the modem. The version will be 2.0.1036T6 or 7.1.1.30
2. Navigate to the STATUS .... DOCSIS WAN tab, and select or highlight the signal level table, from the start of the Downstream Overview line down to the bottom right hand side of the OFDM/OFDMA section at the bottom. Right click .... Copy. Then, in a new post, right click .... Paste. That should paste in the entire table and the result should look like the modem's table. Ignore the data that resides above the Downstream Overview line as its specific to the modem and shouldn't be posted in an open forum.
3. Are you connecting to the modem via ethernet or wifi or both?
@aaaaaaaaaab your signal data doesn't look too bad. The downstream DOCSIS 3.0 signal levels and signal to noise ratios are good. The upstream DOCSIS 3.0 signal levels are well within spec at this point. Their elevated from the normal 30 to 32 dB level that we see with this modem but their fine. The fact that their higher than normal would indicate a signal loss or noise issue enroute to the Cable Modem Termination System.
The OFDM channel, which is used for the downstream data is the great unknown as the data presented in the user interface isn't sufficient to determine the health of the OFDM channel. Tech support has access to the signal level, signal to noise ratio and QAM level, which should be 1024 when the modem is running with sufficient signal level and signal to noise ratio numbers.
Ok, so, I don't expect to see issues with those numbers, however, that's only part of the story. You could have momentary signal drops occurring which don't show up in the table as they occur too fast. They might show up in the log, just depends on how long the signal drops are.
Best way to determine this is to run a ping test to the CMTS and look for any packet loss that might be due to cable issues with your external cable and/or its connectors. To do that run a trace to anywhere via ethernet connected pc or laptop. Bring up a command box and type in the following command:
tracert www.google.ca
That should run to completion. Use the second IP address for a ping test. The first IP address is the modem, the second is the Cable Modem Termination System (CMTS). Ok, so ping the second IP address. First test should be for at least an hour:
ping -n 3600 xxx.xxx.xxx.xxx where xxx.xxx.xxx.xxx is the second hop IP address from the trace
That will run for one hour. To post the results, right click on the top of the command box, select EDIT .... SELECT ALL. Then right click again and select EDIT .... COPY. Paste that into a text editor and then copy the bottom results. Please post that into a post. Ignore any high time pings that you might see. That's the result of an internal timing issue that only affects returns from the CMTS. It doesn't affect any ping times beyond hop #2. So, although the ping times might vary considerably, the packet loss indication will be accurate. So thats what we're looking for at the present time.
The path to the CMTS is from your modem to a splitter if you have one, and then out to the local tap that connects you and your immediate neighbours to Rogers Cable system. The local tap is then connected to the neighbourhood node. To this point, the connection path, modem to neighbourhood node is all copper unless you happen to be one of the rare customers in a new neighbourhood with fibre to the home (FTTH) service. From the neighbourhood node to the CMTS is fibre. If anything is going to go wrong, its usually with the external cable and its connectors that connects your home to the local tap. There can be issues further upstream but the starting point is a ping test, looking for possible local cable problems. If that is determined to be ok, then the next step is to look further upstream.
Assuming that you're on a gigabit unlimited plan, I'd run a ping test for 24 hours:
ping -n 86400 xxx.xxx.xxx.xxx where xxx.xxx.xxx.xxx is the second hop IP address from the trace.
Ok, so, lets start with a 1 hour test and go from there.
@toolcubed you won't see an official response from Rogers staff, but the anecdotal evidence from other user posts absolutely points to IPV6 issues, most likely CMTS IPV6 configuration problems. This may or may not be related to whatever Rogers has been up to over the last three months where users are experiencing latency and packet loss.
Hello, @Merbinator.
Thank you for your post and welcome to Rogers Community Forums!
Intermittent disconnections can be quite bothersome; we'd be happy to help diagnose the issue for you. Would you please expand on the problem? Like you are experiencing the disconnects on the WiFi network or wired.
Also, please log in to your modem, navigate to Status/DOCSIS WAN and post the Downstream, Upstream and OFDM sections.
We look forward to hearing from you.
Cheers,
RogersMoin
@aaaaaaaaaab if and when you have time, can you log into the modem, navigate to the STATUS .... DOCSIS WAN tab and copy the entire data table, from the Downstream Overview line, all the way to the very bottom of the table. Select that entire area, right click ..... Copy. Then in a new post, right click .... Paste. That should paste in that whole table and it should look like the table in the modem. Ignore the data that resides above the Downstream Overview line as its specific to the modem and shouldn't be posted in an open forum.
If you can post that data at different times of the day, maybe it will show something unusual. The only reason for a modem to reboot by itself is a signal loss, so its trying to reconnect to the CMTS, or, possibly the power converter is failing.
Are you using any type of power bar to run your equipment? If so, completely disconnect the power bar and run everything off of extension cords if necessary. Disconnect the power bar from the wall socket and connected equipment.
@Bamba can you log into your modem and check the Upstream Overview again. You only posted 1 upstream channel. Is that really the current situation? You should have three or four upstream channels running. Running a single channel, your modem is essentially in a survival mode, able to only maintain minimum communications with the Cable Modem Termination System (CMTS) which provides data services to, and control over its connected modems.
Single channel ops will result in very slow data rates. There is some issue with your external cabling and / or connectors. You also have a wide disparity between the downstream and upstream channels. The downstream channels look ok, the upstream channels are beyond failure. That's really odd.
If you've already called tech support, then the Customer Service Rep did not look at all of the data, or ignored it, pushing this off to the next Customer Service Rep to solve. Hopefully what goes around comes around, so they say.
Ok, call tech support. Advise the CSR that you only have one upstream channel running and ask him or her to run a signal check on the modem. If you only have one upstream channel it should fail automatically. That should result in a conversation to get a field tech out to your home at your convenience. If the tech say, "all is good" he or she is not being honest with you. In that case, ask to speak with a supervisor. If that still doesn't work, please let us know as it will be time to get the moderators @CommunityHelps involved. That should not be necessary, but .......
Edit: if the CSR asks you to reboot the modem and declares victory after the upstream channels return following the reboot, call him or her out on this one. A reboot will produce that effect, but, it won't solve the underlying problem with the external cable and/or connectors. You'll be back down to single channel ops fairly soon. All this tactic does is push the situation off to the next CSR to solve. You need a field tech to check the cable and connectors and replace them if required.
@Bamba ok, in this case you have a definite problem. Call tech support and start the process when you're ready. In this case, you can also tell the CSR that you've already done a modem reboot and still only have one upstream channel after the reboot. Time for a field tech to visit.
For this modem, you should have three or four upstream channels running around 30 to 32 dBmV for upstream power levels. The normal DOCSIS limit for three or four upstream channels, max power is 51 dBmV. Rogers uses 52 dBmV for some reason. By then I expect to see the modem shut down channels so that it can use the total output power across fewer channels. Thats done to maintain comms with the CMTS. When you're at that point, you need a tech.
There is a DOCSIS power limit extension up to 63 (?) dBmV, but I've never seen it used with Rogers.
As the external cable and connectors age, the signal losses thru both of the increase. Their never perfect to start with and they just get worse over time. As that occurs, usually the downstream levels drop and the modem pushes up the upstream power levels to maintain comms with the CMTS. When the modem hits the maximum output power for the upstream channels, and that isn't sufficient, then the modem will start to drop upstream channels, one by one, using the total output power across the remaining channels. The data throughput, up and down, will drop with each upstream channel drop.
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