Internet Connection Issues - 2017 experiences.

[ElegantTetris]

I'm a relatively new customer to Rogers (though I'd used cable through a TPIA provider several years ago with no major issues at all). In the past couple of weeks, I've been experiencing events of what I believe to be severe node congestion on the upstream side for the past week. The symptoms are severely diminished upstream speed (bouncing between 0.5 and 1.5 megabits), along with heavy latency (1000+ ms) when the upstream is used at all. When a similar event happened in December, a tech was dispatched but the issue resolved itself a couple of hours before the tech arrived.

Line stats look great:

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	256QAM	6.400	31	38.983
2	657000000	256QAM	6.000	41	37.356
3	663000000	256QAM	6.100	42	37.636
4	669000000	256QAM	6.000	43	38.605
5	675000000	256QAM	5.800	44	38.605
6	681000000	256QAM	5.400	45	38.605
7	687000000	256QAM	5.700	46	38.605
8	693000000	256QAM	5.400	47	38.605
9	699000000	256QAM	5.700	48	38.605
10	705000000	256QAM	5.800	49	38.605
11	711000000	256QAM	5.800	50	38.983
12	717000000	256QAM	5.600	51	38.605
13	723000000	256QAM	5.800	52	38.605
14	825000000	256QAM	7.200	53	38.605
15	831000000	256QAM	7.300	54	37.636
16	837000000	256QAM	7.300	55	37.636
17	843000000	256QAM	7.200	56	37.636
18	849000000	256QAM	7.100	57	37.636
19	567000000	256QAM	6.400	27	40.366
20	573000000	256QAM	6.200	28	38.983
21	579000000	256QAM	6.300	29	38.605
22	585000000	256QAM	6.400	30	38.983
23	855000000	256QAM	7.100	58	37.356
24	597000000	256QAM	6.300	32	38.605
25	603000000	256QAM	6.500	33	37.636
26	609000000	256QAM	6.500	34	37.636
27	861000000	256QAM	7.000	59	37.636
28	621000000	256QAM	6.100	36	37.356
29	633000000	256QAM	5.900	37	36.610
30	639000000	256QAM	5.900	38	37.356
31	645000000	256QAM	6.000	39	37.636
32	651000000	256QAM	6.000	40	37.636

OFDM Downstream Overview

Receiver	FFT type	Subcarr 0 Frequency(MHz)	PLC locked	NCP locked	MDC1 locked	PLC power(dBmv)
0	NA	NA	NO	NO	NO	NA
1	NA	NA	NO	NO	NO	NA

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	38595766	ATDMA - 64QAM	44.250	3	3200000
2	30596000	ATDMA - 64QAM	42.500	1	6400000
3	23700000	ATDMA - 64QAM	41.750	2	6400000

But the speed tests do not:

The historical traffic graphs from the past month tell most of the story:

I'm on the new NEW CODA-4582 with the black sticker wired-only in bridge mode and using a Mikrotik RB2011 router which should be good for a gigabit of throughput. Roughly once a day, I'll do a factory reset on the modem and retest with just a laptop plugged in to the modem in the hopes that will change things. Thus far, it has not.

There has been a flurry of vans in the area over the past week actively working on the lines in my neighbourhood and there's a couple of obvious cuts/resplices that have appeared near the node box in the area (on Courtland). Thus, I'm reasonably sure that someone at Rogers knows about this and is actively working on it. However, at this point I have no idea when I will once again be able to use my connection for anything other than light web browsing. Would it be possible to get an ETA for when node work will be complete in my area (Cedar Hill, Downtown Kitchener)?

[RogersMoin]

Hello, @ElegantTetris

Thank you for joining the Rogers Community Forums and posting your concern. We can check your connection as well as the area for the issues you have mentioned, please send us a private message at @CommunityHelps. Please check our blog if you require assistance with the private messaging.

Cheers,

RogersMoin

[User14]

---

@ElegantTetris wrote:

There has been a flurry of vans in the area over the past week actively working on the lines in my neighbourhood and there's a couple of obvious cuts/resplices that have appeared near the node box in the area (on Courtland). Thus, I'm reasonably sure that someone at Rogers knows about this and is actively working on it. However, at this point I have no idea when I will once again be able to use my connection for anything other than light web browsing. Would it be possible to get an ETA for when node work will be complete in my area (Cedar Hill, Downtown Kitchener)?

---

@ElegantTetris  I am glad @RogersMoin has tried to provide you with a path towards a solution.

In my case I have called in my loss of connection twice and I have been met with request to do more troubleshooting like bypass the power bar, bypass the router, reset the modem, etc. One fellow even told me see if it happened on another device before he would take any action.  Make sure you ask Tech Support when they have recorded your outages so you can compare your data.  Note that I also asked if there was any maintenance being done in my area and I was told no.  That was very interesting as I had two trucks from a company called TANDAM on my street installing a fibre-optic line for Rogers as I was speaking to Tech Support on the phone.  So make sure you keep good records of your efforts. 

In my case I had been tracking the connection to the Rogers Yahoo  IMAP server and I had screen captures of the almost daily disconnect occurrences.  The last request, after telling them it was happening on my iPad, was to try monitoring the connection to another server like Google which I did. Today around 10:15 I lost my connection while on Google.

When I checked pingplotter I was disconnected for about 4 minutes. All this to say that I wish you luck getting help. It seems to take a long time before anyone believes you.

2017-01-15 10:15 am

[bahha]

Speed drops nightly (noise on the line?)

I was having a long term issue that happens almost every night where something drops the signal quality on my TV Service.   It was very random at first and started in around October.   On random nights a few channels would drop out and others would lose signal quality dropping audio and video. A service tech came out found noise and it still continued.  Called technical support again and was told, it maybe a neighbour with faulty equipment and they would try to contact them.  Noise still seemed to happen randomly.

Fast forward to last week the 6th to the 9th it got much worse, internet speeds dropped to the kb range on a Gigabit line, tv went out for two days and home phone went up and down at random.  Neighbour next door also lost service and a service tech they called came by and seemed to fix an issue with the cable box on the side of the street which brought my services back online at around 10 am Monday the 9th.  The service tech I booked came at 5pm did some diagnostics on the modem seen some spikes of noise tried swapping my coda-4582 for CGNM-3552 to see if that would help with speeds it didn’t.  The service tech wasn’t able to get anymore then 10Mbps.  I asked if he could swap the coda back, he did but it was incorrectly provisioned and I had to call tech support again to get it fixed.  This took 3 calls and 2 days to fix.

Service was fine for week.  All services worked,  internet speeds seemed normal.  However on January 13 the problem came back, from around 4:30pm the TV service, Internet service and even home phone service all had problems.  Home Phone had random static sounds, TV service again dropped channels and lost signal and Internet once again would get no greater then a few Kb to a few Mb on the downstream.   On the morning of the 14th everything was fine, however at night internet speeds would drop.  This repeated on the 15th.

Called technical support and another service tech is coming today at 4 to 6 pm.

The drop outs go as follows:

January 13 4:30pm to Morning (all services had issues)

January 14 7:30 Pm to around 8:30am (internet speeds dropped, other services ok)

January 15 9:38pm to 9:38am. (internet speeds dropped, other services ok)

Modem logs has the following errors: Lost MDD Timeout;CM-MAC, No Ranging Response received - T3 time-out, RCS Partial Service, Started Unicast Maintenance Ranging - No Response received - T3 time-out, DHCP RENEW WARNING - Field invalid in response v4 option

They seem to be in time with the noise spikes.   However the modem was reset during testing with tech support, so some logs got lost.

This morning everything seems to fine once again. 

I am hoping the service tech today can find the issue. Anything I should tell them when they come? 

[BloodySky]

Recently I have very slow connection to my web servers

Hosting supports ask me to do a tracert in CMD.  Find there shouldn't be that many time out. They think it's ISP's problem.  is it bad?

tracert dongmen.ca

1 1 ms <1 ms <1 ms hitronhub.home [192.168.0.1]
2 36 ms 19 ms 39 ms INTEL_CE_LINUX [174.119.192.1]
3 25 ms 19 ms 19 ms INTEL_CE_LINUX [67.231.221.237]
4 15 ms 16 ms 12 ms INTEL_CE_LINUX [69.63.248.61]
5 15 ms 15 ms 19 ms INTEL_CE_LINUX [69.63.248.217]
6 25 ms 19 ms 13 ms INTEL_CE_LINUX [209.148.229.214]
7 32 ms 42 ms 29 ms ce-0-18-0-0.r07.nycmny01.us.bb.gi
241.3.185]
8 38 ms 38 ms 28 ms ae-0.teliasonera.nycmny01.us.bb.g
.250.8.250]
9 37 ms 29 ms 29 ms nyk-bb3-link.telia.net [62.115.11
10 52 ms 61 ms 42 ms buf-b1-link.telia.net [62.115.122
11 44 ms 36 ms 42 ms colocrossing-ic-314283-buf-b1.c.t
5.59.98]
12 * * * request time out
13 * * * request time out
14 * * * request time out
15 48 ms 39 ms 36 ms x00.smer2.buf1.servermania.com [1

16 * * * request time out。
17 * * * request time out
18 38 ms 48 ms 39 ms vz2.buf.servermania.com [198.23.1
19 49 ms 47 ms 39 ms INTEL_CE_LINUX [192.241.120.174]

[RogersCilio]

Hello @BloodySky,

Welcome to the Rogers Community Forums!

I can definitely understand the need for a speedy internet connection to your web server. Fortunately, you've come to the right place! I'll invite a few of our very knowledgeable Resident Experts to give a hand.

@Gdkitty @Datalink @gp-se @VivienM

If you can kindly provide @BloodySky with your insight, it'd be much appreciated.

RogersCilio

[Datalink]

@BloodySky, just as a quick comment at this point, the time to the second hop is higher than what I would expect to see.  It should be down around 8 to 13 ms.  Can you run an extended ping test to 174.119.192.1 to see what the average turns out to be:

ping 174.119.192.1 -n 2000

Please post the bottom test results.  I might ask you to run Pingplotter to see the response time to the CMTS during various times of the day.  Please have a look at the linked post regarding the use of Pingpltter to monitor the modem to CMTS path for packet loss and latency:

http://communityforums.rogers.com/t5/Internet/Intermittent-disconnects/m-p/364602#M35528

[gp-se]

@BloodySky

you could try changing your DNS servers, it may take a different/faster path to the website.

Google or Open DNS are both good options.

Google DNS Servers:

8.8.8.8

8.8.4.4

Open DNS:

• 208.67.222.222
• 208.67.220.220

[Datalink]

Yes, but, changing the DNS won't change the time to the CMTS.  There's only one path from the modem to the CMTS, no matter what DNS you use. 

[bryhal]

fix my internet

Just fix it. Dont pretend there is no problem.