Internet (CGN2) Connected To Router - Still Slow

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I Plan to Stick Around
Posts: 9

Internet (CGN2) Connected To Router - Still Slow

Hi, I have been having issues with my internet connection speeds through the Hitron CGN2 modem.  Mainly choppy video as well as gaming lag.

 

I picked up a Netgear R7000 router and bridge-mode connected it to the modem by disabling Residential Gateway Function on the modem and then connecting the router into port 1 on the modem.  

 

There seems to be some slight improvement with gaming and web pages loading, but videos still don't stream smoothly.

 

I am pretty much a novice with networking so I am wondering if there are some settings I can change to improve the speed.  Any help would be appreciated.

 

 

 

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Posts: 7,005

Re: Internet (CGN2) Connected To Router - Still Slow

Ok, this is why I prefer to see these myself.  Your downstream signal levels are ok, as are the signal to noise ratios.  The upstream levels are near the failure point.  Rogers uses 52 dBmV as the failure point for the upstream levels although the DOCSIS 3.0 spec calls for a maximum of 51 dBmV for three channel upstream operation.  So, at the present time all of the upstream channels are near their maximum output levels which could very well be the modem attempting to push enough power to overcome the noise at 30 Mhz. 

 

If you're having disconnects, checking the upstream to see if its pushing 51 or 52 dBmV will tell you if the situation has become worse. 

 

With the downstream where it is, I would expect the upstream to be in the 36 to 40 dBmV range for that modem.  So, if you see that the upstream has dropped down and is sitting somewhere in that range, you'll know that the noise issue has either been taken care of or that possibly whomever is creating the problem has the equipment turned off. 

 

If the levels are sitting somewhere in the middle, in the low to mid 40's range, thats ok as long as its stable.

 

Did you manage to get the ticket number so that you can call in and ask for a progress update? With that number you can quickly refer the techs to the ticket number and see if in fact there is any progress. 

 

Keep an eye on those levels and don't hesitate to call in if they don't improve and the video chop and game lag continue.  Put tech support on speed dial and don't hesitate to use it, more than once a day if necessary. 

 

Please have a look at my additional edit note above, in my previous post.



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Re: Internet (CGN2) Connected To Router - Still Slow

Can you log into the modem, navigate to the STATUS .... DOCSIS WAN page, copy the downstream and upstream tables and paste that into a post.  The copy and paste process should paste in the text contents of the tables.   Those are the RG-6 cable signal levels and signal to noise ratios which will be worth looking.



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Re: Internet (CGN2) Connected To Router - Still Slow

Thank you for the response Datalink. Do you mean log into the modem now while it is in bridge mode? Is there a way to do it? I tried 192.168.0.1 but nothing loads up.

If you mean first take the modem out of bridge mode, is factory reset the only way to do it?
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Re: Internet (CGN2) Connected To Router - Still Slow

hmmm, Bridge mode.  Ok, try this.  See if 192.168.100.1 as a modem address will let you into the login page.  That works with the CGN3 series, not sure if it also works with the CGN2. 

 

If that doesn't work, just to make this simple, call tech support and ask the CSR to run a signal check on your modem.  That will determine if any of the upstream or downstream levels are out of tolerance, or hopefully, if any of the chanels are not present.  If they all pass, and the tech indicates that all is good, then I'd like you to run the factory reset to kick the modem back into Gateway mode and check the signal levels.  Sounds  a little strange, but, I'll be happier if I know that a tech is on the way, or, if I see those levels myself and really see that nothing is unusual at the present time. 

 

Edit:  I should have indicated earlier, that address, 192.168.1001. should work thru the router, so you shouldn't have to take your network apart to get to the modem's login page.  In some cases, users have had to add specific routes to the router so that the address will work.  I use that address with my RT-AC68U and don't have any problems with it.



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Re: Internet (CGN2) Connected To Router - Still Slow

Thanks again.  I was not able to connect using 192.168.100.1, so I contacted tech support.  He said the upstream/downstream levels are fine and all channels are present.  He is saying that there is a signal noise issue in my area and he created a ticket to get it resolved.

 

I did a hard reset on the modem and was able to login again.  I went to STATUS but was not able to find a DOCSIS WAN page.  There is a CM STATUS page and I was able to see the following:

 

Downstream

Port12345678
Frequency (MHz)591.000585.000579.000597.000357.000363.000369.000375.000
Modulation256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM
Signal power (dBmV)-2.12-2.14-1.80-1.36-3.37-2.98-3.22-3.03
Signal noise ratio (dB)36.38636.38636.60937.09237.09237.93535.77935.779
Channel ID313029329101112

 

Upstream

Port1234
Frequency (Hz)305960002370000038596000 
Bandwidth (kbps/KHz)640000064000003200000 
ModulationTypeATDMAATDMAATDMA 
Signal power (dBmV)50.000050.000050.0000 
Channel ID123 
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Posts: 7,005

Re: Internet (CGN2) Connected To Router - Still Slow

Ok, this is why I prefer to see these myself.  Your downstream signal levels are ok, as are the signal to noise ratios.  The upstream levels are near the failure point.  Rogers uses 52 dBmV as the failure point for the upstream levels although the DOCSIS 3.0 spec calls for a maximum of 51 dBmV for three channel upstream operation.  So, at the present time all of the upstream channels are near their maximum output levels which could very well be the modem attempting to push enough power to overcome the noise at 30 Mhz. 

 

If you're having disconnects, checking the upstream to see if its pushing 51 or 52 dBmV will tell you if the situation has become worse. 

 

With the downstream where it is, I would expect the upstream to be in the 36 to 40 dBmV range for that modem.  So, if you see that the upstream has dropped down and is sitting somewhere in that range, you'll know that the noise issue has either been taken care of or that possibly whomever is creating the problem has the equipment turned off. 

 

If the levels are sitting somewhere in the middle, in the low to mid 40's range, thats ok as long as its stable.

 

Did you manage to get the ticket number so that you can call in and ask for a progress update? With that number you can quickly refer the techs to the ticket number and see if in fact there is any progress. 

 

Keep an eye on those levels and don't hesitate to call in if they don't improve and the video chop and game lag continue.  Put tech support on speed dial and don't hesitate to use it, more than once a day if necessary. 

 

Please have a look at my additional edit note above, in my previous post.



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I Plan to Stick Around
Posts: 9

Re: Internet (CGN2) Connected To Router - Still Slow

Thanks again for all the help but I am little confused. Can you explain how streaming (downloading) can be affected due to upstream signal noise?

The 3 numbers for upstream signal power are 50 dBmV, but they should all in the 36-40 range?

I did not get a ticket number. The technical support specialist said I will receive an email with an update within 48 hours.

Thanks again for all of the help.
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Posts: 7,005

Re: Internet (CGN2) Connected To Router - Still Slow

TCP/IP uses a send and respond, or transmit and acknowledge type of protocol.  So, when there is a packet or group of packets received by the pc, there will be a response sent back, essentially, ok, got those packets, lets continue.  So, if the upstream noise in the system overpowers the modem signal, then the CMTS can't receive the last response and forward that to the original transmitting site.  That will result in a retransmit of the acknowledgement, or possibly a retransmit of the last packet or packet group to the pc.  So, that results in slower data transfer performance, and in extreme cases, possibly stuttering that would be seen in a video and in gaming. 

 

Normally the downstream levels are around 0 dBmV with a signal to noise level in the 36 to 40 dB range.  The upstream is normally in the 36 to 40 dBmV range.  The upstream level will usually ensure that the data sent by the modem to the CMTS is received at the CTMS with an adequate signal to noise ratio.  It can then be processed by the CMTS and sent to its target address.  If that upstream signal path is subjected to enough external noise, that noise can corrupt the signals to the point that the CMTS can't correctly interpret those signals and come up with the correct digital data.



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Re: Internet (CGN2) Connected To Router - Still Slow

Awesome, thank you very much for the help.  Much appreciated.

 

Hopefully the issue gets resolved soon.

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Re: Internet (CGN2) Connected To Router - Still Slow

I received an email today that included a case number along with a request for more information.  I called technical support and was informed that the issue has been resolved in my area, so if I am still having problems it must be something else.

 

The first suggestion is that it's because I am on an older plan that's not for heavy usage with multiple devices streaming video (i.e. Netflix).  My plan is a non-Ignite plan, 30mpbs down, 3 mbps up, and I explained that we are not heavy users.


The next suggestion is that it could be my modem.  I will probably exchange it to see if it makes a difference.

 

Here are the readings today from my modem:

 

Downstream

Port12345678
Frequency (MHz)591.000585.000579.000597.000357.000363.000369.000375.000
Modulation256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM
Signal power (dBmV)-2.40-2.42-2.10-1.51-3.55-3.17-3.38-3.13
Signal noise ratio (dB)36.60936.60936.84437.09236.38636.84436.84436.844
Channel ID313029329101112

 

Upstream

Port1234
Frequency (Hz)305960002370000038596000 
Bandwidth (kbps/KHz)640000064000003200000 
ModulationTypeATDMAATDMAATDMA 
Signal power (dBmV)50.000050.000050.0000 
Channel ID123