@vp123 unfortunately, receiving an email or call indicating that the problem has been resolved, only for the user to see that it still exists is a common occurrence. Personal opinion, call tech support. Ask the CSR to have a look at your upstream levels and those of your neighbours who are connected to the same tap. If all of the upstream levels on all of the connected modems are high, then the problem is at the tap or further upstream. If only your modem is exhibiting high upstream levels, then the choice is a cabling and/or connector problem from the tap to your modem, or, a possible modem issue.
My first bet would be with a network or cable issue, which is why I would call tech support first, just to see if the problem is beyond your particular cable feed. Then I would consider a cable feed issue or possible modem issue. If you do decide to swap your modem for the same model, and there is no reason why not for 30/5 service, that will determine in an instant if the problem is actually with the modem or if its a cable fault. I'd make a call first, hopefully to avoid a trip to the local Rogers store.
Your downstream signal levels and signal to noise ratios are okay.
After a number of calls, I was finally able to get a technician to come to my house. He says the signal levels were not proper due to splitters; 1 at the box outside my house and another just before going to my modem and my TV. He removed both splitters and said it should be good now. I haven't gotten the chance to try everything out yet, but the readings from my modem are:
|Modulation||256 QAM||256 QAM||256 QAM||256 QAM||256 QAM||256 QAM||256 QAM||256 QAM|
|Signal power (dBmV)||3.845||3.621||3.661||4.282||1.644||1.949||2.298||2.723|
|Signal noise ratio (dB)||37.092||36.844||36.844||37.092||35.083||35.417||35.972||35.972|
|Signal power (dBmV)||46.0000||46.0000||46.0000|
Welcome to the Community and thank you for your post.
Now that it's been a few days since the tech visit, are you seeing an improvement in the service?
Please let us know if the issues still persist.
Hi RogersZia, there doesn't seem to be much of an improvement. If there is, it is not that noticable.
I also downloaded WinMTR.
I hope I ran the test correctly. For host I entered www.rogers.com. Here are the results: WinMTR Statistics
Hi @vp123. Your speedtest results aren't bad for a 30/3 plan and the WinMTR results are bad either. I'm wondering about the max time for the first hop, which should be the router or modem, depending on what you were connected to. That time should be at or below 1 ms normally. Can you describe your network configuration in basic detail, including how the devices are connected, ie: commercial Cat 5e or Cat 6 cable or house ethernet cable.
Your results don't indicate an issue, but as usual there may be more to this. When you say that you notice choppy videos, are those seen via ethernet or wifi connected device? Its possible that with only 8 channels running, you're running into congestion issues at peak load times of the day, such as right after school and in the evenings. That's a channel load issue which could probably be shown with PingPlotter. Pinging the CMTS, which is just beyond the modem would reveal the change in the CMTS to modem latency during the day. The only concern that I have is the type of plan that you are on. Does that plan have a monthly cap or is it unlimited? If its a limited plan you might not want to be running a continuous ping test. Its possible to run Pingplotter with longer ping intervals and still draw meaningful conclusions out of it.
The other issue is possibly a wifi issue if you connect via wifi. That can be determined by using one or more of the following applications on a laptop:
The link for inSSIDer is for the last freebie version. For 2.4 Ghz networks its more than adequate. For 5 Ghz networks, its getting a little old as it doesn't properly display the 5 Ghz 802.11ac networks. The display for both is easy to understand and will show if you're in a challenging wifi environment, competing for a clear channel with a large number of other users. There is a newer licenced version out now that does show the 802.11ac networks properly on the display. If you use any of those programs, looking for wifi channel congestion, that might explain the problems that you are seeing, depending of course on how you connect to the various devices around the home.
The other two are fine to use as well, the nirsoft program is text only. Personal opinion I prefer to see the graphical network display.