@Kryshome I can't help with the cell phone issue. Thats something that you would have to address with the moderators. You can send them a message at @CommunityHelps. Follow that link and use the link on the next page to "Send this user a private message". That will take you to the message composition page. Fill in the details and subject or title and hit send when complete. When you're logged into the forum, watch for a number overlaying your avatar at the top right hand of the page. That avatar is also a link to your profile and message inbox/outbox. Follow that avatar link down to the message inbox to see any response from the moderators.
Fwiw, just a suggestion, start a notepad file and store it somewhere handy. Whenever you log into the modem for any reason, copy the signal data from the DOCSIS WAN tab, paste that into the Notepad file and add a time and date. Save the file as you add additional data. With that file on hand, you can look back in time to see where those signal levels go, if and when they move. Over time, they should be very stable and running within normal specs.
Point to remember, contract techs will sometimes but not always, leave the hard to solve cases to Rogers, without stating to you that you should be able to call tech support looking for a solution to the problem. That puts customers in a position of having to chase the company for support when a knowledgeable tech, given the impetus, can provide a temporary solution.
When a tech rolls up to your door, he or she is usually driving a van in Rogers corporate logos and colors, when in fact the tech is a contract tech. Customers for the most part don't know that there are contract techs and Rogers techs. So, after no success with the contractor techs, customers are usually peeved by this point, and so, the chase begins. Sorry that its gotten to this point, but, you're not the first and won't be the last 😞
Fwiw, to access the external enclosure, a hex wrench like these will work. Its not an exact fit from what I've seen but it works:
https://www.amazon.ca/s?k=hex+can+wrench
One thing that you can to is check the external ground cable that runs out to the electrical box clamp. That ground cable might need cleaning if its heavily corroded. The techs should have checked that cable both inside the enclosure and outside and cleaned it or cut the ends off to uncover clean copper cabling. Poor cable grounds can also cause issues.
Inside the enclosure should be the cable end from the local tap, a cable ground block and the start of the cable run which heads inside the home. That's it, so its pretty simple. Basically the techs should ensure that the cable ends are clean copper, that the ground block is in good condition and that the ground block grounding wire is clean at both ends.
Hopefully the tech will run a temporary cable for you. In your neighbourhood do you have back alleys behind the property line, or is it just back yard to back yard, with a dividing fence? For long runs, ISPs use RG-11 cabling instead of RG-6.
https://blog.solidsignal.com/tutorials/better-rg59-rg6-rg11-cable/
Assuming that the tech has RG-11 cabling on the van, that would probably be the better choice if you're looking at a very long run around a couple of neighbours yards.
@Kryshome just to lay this out:
1. The local tap will provide service to 6 or 8 (?) homes in the immediate vicinity of the pedestal.
2. The neighbourhood node, to which the local taps are connected, will service 500, 1000 or 1500 homes from what I understand. I believe that the Rogers target is 500 homes, but, Rogers has been installing equipment further downstream into the neighbourhoods, so that number could be under 500 homes per neighbourhood node.
3. The Cable Modem Termination System will service several neighbourhood nodes. How many? Don't know, but it will be a fairly big number, so each CMTS will service several thousand homes.
The cable path will look something like:
1. Modem to splitter: RG-6 cable
2. Splitter to external Rogers enclosure: RG-6 cable
3. Rogers enclosure to local tap: RG-6 cable
4. Local tap to neighbourhood node: Hard Cable
5. Neighbouhood node to CMTS: Fibre Optic
Fwiw, there is always the possibility of amps and/or equilizers between the local tap and neighbourhood node. Each cable run will be unique in its configuration, just depends on the run length and number of customers.
Typically if there is a problem, that problem is in the external cable run from the external enclosure outside of the home to the local tap. There is always the possibility of an issue between the local tap and the neighbourhood node. That possibility shouldn't be overlooked.
If there was a problem in the cable run from the neighbouhood node to the local tap there would be a great many complaints along your street.
If there was a problem between the neighbourhood node to the CMTS which typically runs via fibre, then your entire neighbourhood would be affected. Rogers would most certainly hear about it.
In order to quantify the losses, you can run a ping test to the CMTS. To do that, bring up a command prompt and type in:
tracert -4 www.google.ca (or any other web site, it doesn't matter what you choose)
When the trace is complete, take note of the second IP address in the list. With the modem in Gateway mode the first IP address will be the modem. The second IP address is the CMTS. With an ethernet connected pc or laptop, ping the CMTS and let it run for several hours.
Here's a ping test for a 1 hour test run. Type in:
ping -n 3600 xxx.xxx.xxx.xxx where xxx.xxx.xxx.xxx is that second hop IP address
That will run for 1 hour and terminate. When that is complete, right click on the top title bar of the command prompt, select Edit .... Select All. Right click on the top title bar again and select Edit .... Copy. Paste that into a text editor of some type, and then copy the bottom results. Please paste that into a post, just to see what the typical losses are.
Ignore any high pings that you see. Thats due to an internal modem timing issue that only affect ping times between the modem and the CMTS. There is no affect on a ping test to a target beyond the CMTS.
To run a ping test without any ping limit, use:
ping -t xxx.xxx.xxx.xxx
Use Ctrl C to exit the test and show the results.
To run a 24 hour ping test, use:
ping -n 86400 xxx.xxx.xxx.xxx
Running ping tests at this point will establish a record that you can use a baseline and it will allow you to compare the pre and post cable install results. Running the same tests after the cable install will help to determine if there are other issues further upstream, beyond the local tap.
If necessary I'll get you to run ping tests to the DNS and possibly run TCP/IP ping tests.
Hello, @Aminamir
Welcome to the Rogers Community Forums!
I know how important it is to have a consistent and fast internet connection especially these days when everyone is working from home due to COVID19.
We'd like to take a closer look at this for you and review the notes on your file and from the technicians to ensure we aren't repeating or missing any important steps. Please send a private message to @CommunityHelps so we can get started.
Not familiar with our private messaging system? No worries, Click Here.
RogersTony
@eagur that is one of numerous Google IP addresses that you might connect to via Rogers as indicated in the Whois data:
https://bgp.he.net/ip/172.217.0.227#_whois
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