09-09-2020
05:21 PM
- last edited on
09-09-2020
05:26 PM
by
RogersAndy
Hey,
For the last several months we've had frustrating issues with our service. regular surfing is almost unnoticeable since we'll just refresh the page. However with gaming, where either we lag (temp or lag right out) and with Party Chats where people can no longer hear us (have to leave and rejoin). Zoom/Webex meetings freeze or audio drops out. Netflix / Prime, requires reloading.
I have the Hitron Coda 4582-U modem set up in bridge mode to my own Router. I used to have an old Linksys WRT 1900 AC when the problems first became noticeable, and have recently replaced it out of concern that it might be the cause with the Netgear AX6000 (newest mesh system) - but issues still persist.
Rogers won't send anyone to my home to test due to Covid, and regular calls to them result in them saying there are no issues they can see. I've read through a few other threads on these forums, and don't want to muddy them or hijack them so I'm starting a new one here.
I'll paste below a few things I've noticed that have been asked for in the other threads, any insights would be appreciated. if requested I can run any other tests as well.
Downstream Overview
Port ID | Frequency (MHz) | Modulation | Signal strength (dBmV) | Channel ID | Signal noise ratio (dB) |
1 | 603000000 | QAM256 | -6.799 | 9 | 38.983 |
2 | 849000000 | QAM256 | -3.900 | 2 | 40.366 |
3 | 855000000 | QAM256 | -3.700 | 3 | 40.366 |
4 | 861000000 | QAM256 | -3.500 | 4 | 40.946 |
5 | 579000000 | QAM256 | -5.599 | 5 | 38.605 |
6 | 585000000 | QAM256 | -5.799 | 6 | 38.983 |
7 | 591000000 | QAM256 | -6.099 | 7 | 38.983 |
8 | 597000000 | QAM256 | -6.599 | 8 | 38.983 |
9 | 279000000 | QAM256 | -7.500 | 1 | 38.605 |
10 | 609000000 | QAM256 | -6.500 | 10 | 38.983 |
11 | 615000000 | QAM256 | -6.200 | 11 | 38.983 |
12 | 621000000 | QAM256 | -5.700 | 12 | 38.983 |
13 | 633000000 | QAM256 | -5.200 | 13 | 38.983 |
14 | 639000000 | QAM256 | -5.099 | 14 | 38.983 |
15 | 645000000 | QAM256 | -5.099 | 15 | 38.983 |
16 | 651000000 | QAM256 | -5.099 | 16 | 38.983 |
17 | 657000000 | QAM256 | -5.000 | 17 | 38.605 |
18 | 663000000 | QAM256 | -4.799 | 18 | 38.605 |
19 | 669000000 | QAM256 | -4.900 | 19 | 38.983 |
20 | 675000000 | QAM256 | -4.799 | 20 | 38.983 |
21 | 681000000 | QAM256 | -4.599 | 21 | 38.983 |
22 | 687000000 | QAM256 | -4.400 | 22 | 38.605 |
23 | 693000000 | QAM256 | -4.099 | 23 | 40.366 |
24 | 699000000 | QAM256 | -4.000 | 24 | 38.983 |
25 | 705000000 | QAM256 | -4.200 | 25 | 38.983 |
26 | 711000000 | QAM256 | -4.599 | 26 | 38.983 |
27 | 717000000 | QAM256 | -4.900 | 27 | 38.983 |
28 | 723000000 | QAM256 | -5.000 | 28 | 38.983 |
29 | 825000000 | QAM256 | -3.700 | 29 | 38.983 |
30 | 831000000 | QAM256 | -3.700 | 30 | 40.366 |
31 | 837000000 | QAM256 | -3.900 | 31 | 38.983 |
32 | 843000000 | QAM256 | -4.200 | 32 | 38.983 |
/////////////////////////////////////////////////////////////
// Rogers: ping for two hours
/////////////////////////////////////////////////////////////
ping -n 7200 64.71.255.204
// Rogers Results
Ping statistics for 64.71.255.204:
Packets: Sent = 7200, Received = 7191, Lost = 9 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 3ms, Maximum = 1141ms, Average = 14ms
/////////////////////////////////////////////////////////////
// Google: Ping for two hours
/////////////////////////////////////////////////////////////
ping -n 7200 www.google.com
// Google Results
Ping statistics for 172.217.164.228:
Packets: Sent = 7200, Received = 7179, Lost = 21 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 5ms, Maximum = 95ms, Average = 11ms
/////////////////////////////////////////////////////////////
// Orbi Router: Ping for two hours
/////////////////////////////////////////////////////////////
ping -n 7200 192.168.X.X
// Router Results
Ping statistics for 192.168.X.X:
Packets: Sent = 7200, Received = 7200, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 0ms, Maximum = 10ms, Average = 0ms
/////////////////////////////////////////////////////////////
// Hitron Modem: Ping for two hours
/////////////////////////////////////////////////////////////
ping -n 7200 192.168.100.1
// Modem Results
Ping statistics for 192.168.100.1:
Packets: Sent = 7200, Received = 6333, Lost = 867 (12% loss),
Approximate round trip times in milli-seconds:
Minimum = 1ms, Maximum = 9ms, Average = 2ms
/////////////////////////////////////////////////////////////
// Tracert Google
/////////////////////////////////////////////////////////////
Tracing route to www.google.com [172.217.165.4]
over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms 192.168.2.1
2 13 ms 13 ms 17 ms 99.248.202.1
3 9 ms 7 ms 9 ms 24.156.149.205
4 11 ms 12 ms 15 ms 209.148.236.137
5 15 ms 7 ms 11 ms 209.148.235.22
6 * * * Request timed out.
7 15 ms 20 ms 16 ms 74.125.244.145
8 14 ms 13 ms 11 ms 216.239.40.255
9 13 ms 18 ms 14 ms yyz12s06-in-f4.1e100.net [172.217.165.4]
Trace complete.
/////////////////////////////////////////////////////////////
// Tracert dns.Google 8.8.8.8
/////////////////////////////////////////////////////////////
Tracing route to dns.google [8.8.8.8]
over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms 192.168.2.1
2 21 ms 17 ms 8 ms 99.248.202.1
3 10 ms 13 ms 8 ms 24.156.149.205
4 15 ms 15 ms 12 ms 209.148.236.137
5 9 ms 11 ms 10 ms 209.148.235.22
6 9 ms 12 ms 11 ms 72.14.222.87
7 11 ms 14 ms 10 ms 108.170.250.225
8 17 ms 10 ms 12 ms 108.170.226.219
9 10 ms 10 ms 11 ms dns.google [8.8.8.8]
Trace complete.
/////////////////////////////////////////////////////////////
// Tracert Open DNS
/////////////////////////////////////////////////////////////
Tracing route to resolver1.opendns.com [208.67.222.222]
over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms 192.168.2.1
2 15 ms 10 ms 11 ms 99.248.202.1
3 14 ms 14 ms 9 ms 24.156.149.209
4 13 ms 15 ms 12 ms 9027-cgw01.mtnk.asr9k.rmgt.net.rogers.com [66.185.81.174]
5 28 ms 14 ms 26 ms 209.148.235.222
6 15 ms 17 ms 20 ms opendns.ip4.torontointernetxchange.net [206.108.34.229]
7 17 ms 19 ms 10 ms resolver1.opendns.com [208.67.222.222]
Trace complete.
***Added Labels***
09-09-2020 10:03 PM
Important Note: The tests above were done via LAN directly connected to my router
09-09-2020 11:41 PM
I've been having the same issues as well for months. It's very frustrating. I will run the same ping tests to see if I get similar results. Will update when I can.
Downstream OverviewPort ID | Frequency (MHz) | Modulation | Signal strength (dBmV) | Channel ID | Signal noise ratio (dB) |
1 | 591000000 | QAM256 | 5.300 | 7 | 40.366 |
2 | 849000000 | QAM256 | 3.400 | 2 | 38.983 |
3 | 855000000 | QAM256 | 3.099 | 3 | 38.983 |
4 | 861000000 | QAM256 | 2.799 | 4 | 38.605 |
5 | 579000000 | QAM256 | 4.000 | 5 | 38.983 |
6 | 585000000 | QAM256 | 4.800 | 6 | 38.983 |
7 | 279000000 | QAM256 | 5.300 | 1 | 40.366 |
8 | 597000000 | QAM256 | 5.599 | 8 | 40.366 |
9 | 603000000 | QAM256 | 5.900 | 9 | 40.366 |
10 | 609000000 | QAM256 | 6.000 | 10 | 40.366 |
11 | 615000000 | QAM256 | 6.300 | 11 | 40.366 |
12 | 621000000 | QAM256 | 6.500 | 12 | 40.366 |
13 | 633000000 | QAM256 | 6.599 | 13 | 40.366 |
14 | 639000000 | QAM256 | 6.800 | 14 | 40.366 |
15 | 645000000 | QAM256 | 6.900 | 15 | 40.366 |
16 | 651000000 | QAM256 | 6.699 | 16 | 40.366 |
17 | 657000000 | QAM256 | 6.900 | 17 | 40.366 |
18 | 663000000 | QAM256 | 7.000 | 18 | 40.366 |
19 | 669000000 | QAM256 | 7.099 | 19 | 40.946 |
20 | 675000000 | QAM256 | 6.900 | 20 | 40.366 |
21 | 681000000 | QAM256 | 7.000 | 21 | 40.366 |
22 | 687000000 | QAM256 | 6.900 | 22 | 40.366 |
23 | 693000000 | QAM256 | 6.800 | 23 | 40.946 |
24 | 699000000 | QAM256 | 6.599 | 24 | 40.366 |
25 | 705000000 | QAM256 | 6.400 | 25 | 40.366 |
26 | 711000000 | QAM256 | 6.000 | 26 | 40.366 |
27 | 717000000 | QAM256 | 5.599 | 27 | 40.366 |
28 | 723000000 | QAM256 | 5.500 | 28 | 40.366 |
29 | 825000000 | QAM256 | 2.900 | 29 | 38.605 |
30 | 831000000 | QAM256 | 3.200 | 30 | 38.983 |
31 | 837000000 | QAM256 | 3.400 | 31 | 38.983 |
32 | 843000000 | QAM256 | 3.299 | 32 | 38.983 |
Receiver | FFT type | Subcarr 0 Frequency(MHz) | PLC locked | NCP locked | MDC1 locked | PLC power(dBmv) |
0 | NA | NA | NO | NO | NO | NA |
1 | 4K | 275600000 | YES | YES | YES | 5.099998 |
Port ID | Frequency (MHz) | Modulation | Signal strength (dBmV) | Channel ID | Bandwidth |
1 | 25300000 | 64QAM | 34.760 | 2 | 3200000 |
2 | 36996000 | 64QAM | 36.020 | 4 | 6400000 |
3 | 30596000 | 64QAM | 36.270 | 3 | 6400000 |
4 | 22100000 | 64QAM | 33.510 | 1 | 3200000 |
5 | 0 | QAM_NONE | - | --- | 1600000 |
6 | 0 | QAM_NONE | - | --- | 1600000 |
7 | 0 | QAM_NONE | - | --- | 1600000 |
8 | 0 | QAM_NONE | - | --- | 1600000 |
Channel Index | State | lin Digital Att | Digital Att | BW (sc's*fft) | Report Power | Report Power1_6 | FFT Size |
0 | DISABLED | 0.0000 | 0.0000 | 0.0000 | 0.0000 | 0.0000 | 2K |
1 | DISABLED | 0.0000 | 0.0000 | 0.0000 | 0.0000 | 0.0000 | 2K |
09-10-2020 08:19 AM
Welcome to the Rogers Community Forum!
We appreciate you posting your concern in the community. I know how frustrating it can be trying to game online or video chat when there are latency issues.
We would like to thoroughly investigate this matter for you. Latency can be difficult to detect but we are well equipped to assist you. Please send a private message to @CommunityHelps so we can get started.
Not familiar with our private messaging system? No worries, click here.
RogersTony
09-15-2020 10:19 AM
No insights or help from rogers other than being told they can't find an issue. They can't send someone to the house due to Covid.
Can anyone else advise any tests or troubleshooting I can do on my end? On Sunday it was the worse it had ever been, I even plugged one of our playstations directly into the Hitron Modem (in bridge mode) to try and rule out that my own equipment was possibly the issue.
In my basement it appears that the coax come into the house, and a splitter splits the coax 1) to my Hitron and the other line goes to a powered splitter that has lines going to my Rogers Home Phone (off the VOIP labeled connector), and others going to my cable boxes (3).
Short of changing providers, I don't know what else to do. I pay hundreds of dollars a month, and would more than accept if the issue was on my end. But I feel I've done everything I can to isolate the issue.
Any recommendations to further help isolate or even steps to confidently exclude pieces (ex: by going directly to the modem, and seeing the same issue, then I assume it can't be "my" hardware).
09-16-2020 10:58 AM
Hello @Betard!
I would like to run some additional tests for you and troubleshoot this issue as best I can.
From the tests you've provided thus far, I have a good idea of what might be going on here but I would like to run my tests first before I make a solid judgement.
Please PM us @CommunityHelps so I can further assist. If you're not familiar with our PMing process, you can find instructions here.
Regards,
RogersCorey
12-04-2020 10:30 AM - edited 12-04-2020 10:36 AM
Did you get this solved? I have the same issue and am keen to resolve it.
I keep having my Teams calls freeze and my traceroute shows a time out at the same IP address as you had.
3 12 ms 25 ms 13 ms 67.231.221.77
4 13 ms 15 ms 14 ms 209.148.236.169
5 24 ms 17 ms 16 ms 69.63.248.74
6 32 ms 26 ms 26 ms 209.148.235.227 * * * Request timed out.
8 19 ms 19 ms 24 ms 74.125.244.162
9 20 ms 19 ms 21 ms 142.250.46.186
10 36 ms 29 ms 33 ms 142.250.61.192
11 36 ms 42 ms 49 ms 142.250.57.142
12 36 ms 38 ms 31 ms 216.239.48.100
13 42 ms 40 ms 38 ms 108.170.246.65
14 40 ms 46 ms 40 ms 142.250.232.97
15 35 ms 40 ms 36 ms iad23s87-in-f4.1e100.net [142.250.73.196]
12-04-2020 10:39 AM