@Datalink thanks for the advice, much appreciated. I don't want to switch to another provider or DSL, I have been with Rogers for a very long time and up to the last 2 weeks have been happy with my services. Hopefully, this is resolved shortly because not having stable internet is a real pain. I had to restart my modem 12 times yesterday! Rogers has scheduled maintenance for the line, I have been informed by customer service that maintanance should be done some time this week. Hopefully this will resolve the issue
@JohnGM if the modem is restarting on its own, that's usually a sign of external cable and/or connector problems. That might show up in the modem's STATUS .... DOCSIS WAN tab, which contains the signal levels and signal to noise ratios. You might see low signal levels for the DOCSIS 3.0 downstream levels and high upstream levels if the cable or connectors have degraded to a point that causes signal leakage to the external cable shield. If this is an intermittent fault, those levels will look ok, but, the display isn't fast enough to catch a momentary fault, which results in the modem rebooting itself when its trying to maintain communications with the Cable Modem Termination System (CMTS). If the cable simply stopped working, once and for all, it would make troubleshooting much easier. Unfortunately, momentary faults are typical which something like this happens, to everyone's frustration.
intermittent internet service over the past two weeks in Orleans, very frustrating.
@annenotation, is this for ethernet or wifi connected devices or both. If its for the ethernet connected devices or both, you could do one of two things.
First, call tech support and ask the Customer Service Rep to run a signal check on the modem to see if there is a persistent low signal or noise problem with your cable service. If the signal check fails, the CSR will arrange for a tech visit at your convenience. Let the CSR know that you're seeing intermittent interruptions in your service. Even if the signal check passes, something like an intermittent fault probably won't be seen during the test. If the fault condition lasts long enough, that's the best time to call tech support, as its much easier to troubleshoot a problem with the problem itself is on the go. Its difficult when the event has passed and the tech is trying to troubleshoot the problem as there might not be any signs of any problem when the tech is running the tests that are available to him or her. if you're seeing issues with other services, such as pixelating tv or audio issues with tv programming, or problems with Home Phone service, ensure that you let the CSR know.
Secondly, you could log into the modem, navigate to the STATUS .... DOCSIS WAN tab, and copy the lower table, from the first downstream title line all the way to the bottom of the table. Paste that into a post so that we can have a look at it. If there is a problem that is evident, then I'll advise you to call tech support, as indicated above.
If this is a wifi only problem, please have a look at the following post:
All it takes is for your neighbour to set up a new modem/router, or perhaps a mesh wifi system now, and your wifi goes down the tubes. So, if you have a look at your wifi environment with Acrylic, as mentioned in that post, you can determine who you're competing with for clear channel space.
Good afternoon @et17 and welcome to the Rogers Community Forums!
We've reached out to you via PM from CommunityHelps, please reply to the message at your earliest convenience.
Looking forward to hearing from you.
Can i get your opinion on these levels?
|Port ID||Frequency (MHz)||Modulation||Signal strength (dBmV)||Channel ID||Signal noise ratio (dB)|
|Receiver||FFT type||Subcarr 0 Frequency(MHz)||PLC locked||NCP locked||MDC1 locked||PLC power(dBmv)|
|Port ID||Frequency (MHz)||Modulation||Signal strength (dBmV)||Channel ID||Bandwidth|
|1||38595805||ATDMA - 64QAM||48.250||3||3200000|
|2||30596000||ATDMA - 64QAM||47.000||1||6400000|
|3||23700000||ATDMA - 64QAM||50.750||2||6400000|
|Channel Index||State||lin Digital Att||Digital Att||BW (sc's*fft)||Report Power||Report Power1_6||FFT Size|
@Phexon your downstream DOCSIS 3.0 signal levels are all over the place. There is a high frequency roll off which is usual in the Rogers system. Thats not normal, but it is typical. Having said that all of that, its a moot point as the modem is using DOCSIS 3.1 on the downstream side. The point of interest is the 303 Mhz channel, which should be in the frequency range of the DOCSIS 3.1 OFDM channel. That doesn't look too bad, but, a lot can happen over 192 Mhz, which is the width of the OFDM channel. Unfortunately the modem's OFDM data isn't useful for troubleshooting purposes, so, you would have to call tech support, ask the Customer Service Rep to run a signal check on your modem and then ask him or her specifically if the DOCSIS 3.1 OFDM channel is operating within spec. Thats the primary concern for the Downstream channel.
The upstream channel is getting close to the failure point. The top power output limit for three channel operation with DOCSIS 3.0 is 51 dBmV. Rogers uses 52 dBmV for some reason. The upstream channels are approaching that failure point, but, their not there yet. If the tech runs a signal check, they will probably pass. If for some reason, the modem's output rises above that 52 dBmV point, then it will shut down one channel and run the remaining two channels at a higher output level. This is done in order to maintain communications with the Cable Modem Termination System (CMTS). If that fails, then another channel is shut down and now your down to single channel upstream operations. When that channel count drops from three to two, and then to one, each drop will produce a noticeable data rate drop for both downstream and upstream. So, you'll know when that happens. The modem's output level is controlled by the CMTS. As the external cable and connectors age, you end up with increasing amounts of signal loss in both directions, so, the downstream drops and the upstream goes up until the upstream levels hit their max power output levels. Your signal levels are a bit odd as the downstream levels aren't too bad, but, your upstream levels are nearing the failure point. That makes me wonder if you happen to have an amplifier in your cable system. If so, it would usually be connected to the incoming cable, where that cable enters the home, or where it connects with the house cable system, which is usually in the structured wiring cabinet in the basement. So, that is something to check, whether or not you have an amplifier in the system. Fwiw, the modem should not be connected to an amplified port on the amplifier. If you have an old style amp, then all of the ports are amplified. The newer amps that Rogers uses have one port that is not amplified, which is used for VOIP and internet purposes. The amplified ports can cause packet loss, so, the older amps are replaced during tech visits.
So, in a nutshell:
The downstream DOCSIS 3.0 levels are a little wild. They should all be sitting at 0 dBmV.
The upstream DOCSIS 3.0 levels are approaching the failure point. They should be in the 30 to 32/33 dBmV range for this modem.
The downstream DOCSIS OFDM channel is anyone's guess. Only tech support can tell you if the OFDM channel is in spec.
Here's a chart of your signal levels. They should be all at 0 dBmV, but, as I indicated, it a moot point with DOCSIS 3.1 running. One of the mods will have to approve the image before its publicly available.
Are you seeing any issues with your data rates at the moment?