Intermittent disconnects

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I Plan to Stick Around
Posts: 24

Re: Intermittent disconnects

@Datalink , so a lot has happened in the past week. A senior tech came out to my house and we (I helped) run a new fiber line from the box on my row of townhouses into my house (luckily the conduit was in good shape!) last weekend. He also replaced the ONT at the fiber drop in the house and the splitter at my structured wiring panel. Things seemed to work a lot better after that - though an F2 check still revealed a lot of noise in the area. 

 

A maintenance request was submitted to have the noise looked at and a really nice tech came to the area and provided me with phone call updates as to what was going on - he said there was a big issue in the area and was surprised no one caught it before. He addressed the noise and now things seem to be a lot better.

 

The only thing I noticed was that after he did his maintenance at the community node, my upstream signal levels for my modem dropped quite significantly. The levels went from 36dBmv to 29dBmV. He scheduled a senior tech to come out to my house to install an attenuator on my line at the drop to help boost this. The senior tech came over this afternoon and installed a 6 dB attenuator at the drop (just before the splitter in my wiring hub in the garage). Here are my current levels:

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000256QAM5.800738.983
2855000000256QAM5.900338.983
3861000000256QAM5.600438.605
4579000000256QAM6.000538.983
5585000000256QAM5.900638.983
6849000000256QAM6.200238.983
7597000000256QAM5.700838.983
8603000000256QAM5.500938.605
9609000000256QAM5.7001038.983
10615000000256QAM5.8001138.983
11621000000256QAM5.7001238.983
12633000000256QAM6.0001338.983
13639000000256QAM6.0001440.366
14645000000256QAM5.9001538.983
15651000000256QAM5.8001638.983
16657000000256QAM5.6001738.605
17663000000256QAM5.7001838.983
18669000000256QAM5.9001940.366
19675000000256QAM6.0002038.983
20681000000256QAM5.8002138.983
21687000000256QAM5.8002238.983
22693000000256QAM5.9002338.983
23699000000256QAM6.0002438.605
24705000000256QAM5.9002538.605
25711000000256QAM5.5002638.983
26717000000256QAM5.5002738.983
27723000000256QAM5.5002838.983
28825000000256QAM6.3002938.983
29831000000256QAM6.1003038.605
30837000000256QAM6.0003138.983
31843000000256QAM6.1003238.983
32303000000256QAM5.400138.983
 
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
04K275600000YESYESYES6.000000
1NANANONONONA
 
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
136996000ATDMA - 64QAM35.50046400000
213696000ATDMA - 64QAM34.25016400000
330596000ATDMA - 64QAM35.50036400000
423700000ATDMA - 64QAM34.25026400000
 
OFDM/OFDMA Overview
Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size
0DISABLED0.50000.00000.0000-inf-1.00004K
1DISABLED0.50000.00000.0000-inf-1.00004K

 

The downstream looks good, but I'm wondering if my upstream is a bit too low still (specifically below 35dBmV)? Or are these numbers for the upstream good? I'm wondering if a 7dB or 8dB attenuator would be a better addition?


For future reference, what should my upstream levels be between to be in spec?

 

Thanks again for your help. I'm going to run a few ping tests now with hrping to see about packet loss and test the new setup. 

Resident Expert
Resident Expert
Posts: 6,139

Re: Intermittent disconnects

@Corx your current upstream DOCSIS 3.0 signal levels are fine.  Typically with a copper cable run to the neighbourhood node, the upstream levels with the 4582 modem run in the 30 to 33 dBmV range.  The modem can run as high as 51 dBmV before it starts to shut down upstream channels, one by one in order to run enough power on the remaining channels to reach the neighourhood node.  In your case, with Fibre to the Home installed, you'll never see that unless there's a real issue with the RG6 cable that runs from the ONT to the modem.  

 

The other CGN3xxx modems typically run in the 36 to 40 dBmV range for the upstream levels, the CODA-4582, for whatever reason runs in the 30 to 33 dBmV range.  If the CMTS wasn't happy with those levels, it would command the modem to run at a higher output power level.  At the end of the day, the real question is whether or not the upstream levels are within spec when they arrive at the neighbourhood node.  Only tech support can tell you that as the numbers aren't reported back to the modem unfortunately.  

 

So, it sounds like you're making good progress with the field techs.  Tomorrow I'll round up the info to run a TCP/IP ping test to the DNS.  I'll get you to record the data with Wireshark so I can have a look at it.  From there I might look at getting you to run a DNS query to produce a similar plot, but this will be for UDP traffic, which games use for their data traffic.  One step at a time .....



I Plan to Stick Around
Posts: 24

Re: Intermittent disconnects

@Datalink, thank you.

 

Should I be getting any timeouts when pinging Rogers' primary DNS or even google's DNS? When my fiber line was changed  coming into my house I was getting 0 packet loss. However, since the maintenance team did some work on the community box a few days later, I've been getting maybe 7-10 timeout requests when running hrping for an hour. I'm wondering if this is considered normal, or if I should be getting 0. Something seems a bit off as I'm not sure why I would all of a sudden be getting packet loss when the noise on my line was cleaned up.

 

Resident Expert
Resident Expert
Posts: 6,139

Re: Intermittent disconnects

@Corx you're always going to see some packet loss, the question is, what are the loss amounts for all protocols?  That requires a much longer test period to determine.  Typically I see results that are less than 0.1% and more often less than 0.05%.  This is via copper cabling from the modem to the neighbourhood node.  

 

Here's what I'd like you to do when you have time at some point.  

 

1.  Download tcping from:  https://elifulkerson.com/projects/tcping.php

      The 64 bit application directory is down at the bottom of that   

      page:  https://download.elifulkerson.com/files/tcping/0.39/x64/

      That's another command line application, so park that somewhere where you can

      navigate to it easily.

 

2.  Fire up Wireshark and let that run to record a test session.  

 

3.  Start the TCP ping test to the Rogers DNS using the following command:

 

tcping64 -t -i 0.250 -d 64.71.255.204 53

 

That runs a TCP ping to the Rogers DNS, using a 0.25 second interval.  The  -t is a timestamp, the -d is a datestamp.  The "53" after the address is for port 53, which will provide a response.  

 

Let that run for an hour and then stop the test and recording.  I usually run this for 24 hours fwiw.  

 

Then you can send that file to me using send.firefox.com    You can send the link for the file via private message.  With that I can plot the data and have a quick look to see if anything on the pc itself appears to be causing a high time return.  Doing this with Windows is problematic due to the number of programs that routinely call home.  

 

If you want to record the result to a text file, you can use the following command:

 

tcping64 -t -i 0.250 -d --tee c:\temp\tcptest.txt 64.71.255.204 53

 

That writes the results to c:\temp\tcptest.txt    You can write that to any another location, just have to replace the c:\temp\ directory path.  Change the file name if you prefer as well, just include the .txt extension so that its loaded as a text file.  

 

To look at that file, you should load Notepad++ which easily handles very long text files.  Windows Notepad will choke on large files.  Notepad++ can be found here:

 

https://notepad-plus-plus.org/



I've Been Here Awhile
Posts: 2

Re: Intermittent disconnects

I am noticing the same problem at my home for quite some time now. Disconnects of 30 seconds mostly on weekends wired or wifi. It’s been extremely frustrating from day one having made the switch to Rogers. Never experienced such problems with my old internet provider. Even had to buy my own modem to boost wifi signals through out my home. I have not done the extensive research of tracking signal strength but the issue is similar to what you have described. I have the Ignite 100 package and it has never delivered on the advertised plan. I get this constant drops in internet connection for 30 seconds wired or wifi especially over the weekends.

 

I would like for Rogers to get in touch with me immediately to address the issue.

 

 

Moderator
Moderator
Posts: 222

Re: Intermittent disconnects

Hey @NoNet!

 

Welcome to the community!

 

I can imagine seeing such consistent low speed and intermittent connectivity would be incredibly disruptive! It's certainly not the way the service should be. Have you spoken yet with anyone in technical support regarding the issues experienced?

 

To assist further here can you confirm the following for us?

When the connection cuts out, do you see the lights on the modem go out? Or do they all remain lit?
When you're checking the speed test, is it being done with a Gigabit capable wired device?

Are you able to log into the modem (Username: cusadmin Password: your WiFi pass) and post the signal levels on the Status => Docsis WAN page?

 

Thanks!

 

@RogersAndy

I've Been Around
Posts: 1

Re: Intermittent disconnects

I am also experiencing the same problems I have the 500 ignite internet with the CODA-4582 and every couple of times a week the internet will just go out and say connected but no internet available.

Moderator
Moderator
Posts: 1,068

Re: Intermittent disconnects

Good morning @ASDDAGGaas!

 

Welcome to our Community!

 

I know that intermittent issues like this can be incredibly disruptive and annoying. In a situation like yours, we'll need to run some tests and investigate further to see if we can pin down the reason for the intermittency.

 

Please PM us @CommunityHelps. If you're not familiar with our PMing process, you can find instructions here.

 

Regards,

RogersCorey

I'm Here A Lot
Posts: 6

Re: Intermittent disconnects

Your symptoms are not consistent with those of some other people ie. there is more than one way to have an intermittent connection issue. Example we have similar symptoms but I kept a record of the disconnections. I noticed an interesting pattern. The d/c's tend to happen in groups. One group in the morning before people go to work or school and another group which tends to happen during late evening or night. On Fridays/Saturdays the night group happens later in the night than on weekdays. Those times coincide with heavy usage of the internet maybe Roger's servers can't handle that much traffic which has trended upward for years.

I Plan to Stick Around
Posts: 28

Re: Intermittent disconnects

Can the grounding cable be a cause of the phone and internet modems going down? I ask this because I noticed that the grounding wire was loose and when I wiggled it I would reset each modem. I have been having many disconnects for a while now and no technician has been able to fix the problem.