Internet Connection Issues - 2017 experiences.

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I've Been Around
Posts: 1

Re: Internet Connection Issues - 2017 experiences.

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:

Screenshot from 2017-01-14 17-20-53.png

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

Screenshot from 2017-01-14 17-17-18.png

 

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)?

Moderator
Moderator
Posts: 1,461

Re: Internet Connection Issues - 2017 experiences.

 

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

I'm a Trusted Contributor
Posts: 515

Re: Internet Connection Issues - 2017 experiences.


@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.

Google - There is no internet connection.png

 

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

170115 Pingplotter on Google.png

 

 

 

I've Been Here Awhile
Posts: 4

Re: Internet Connection Issues - 2017 experiences.

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? 

I've Been Here Awhile
Posts: 2

Re: Internet Connection Issues - 2017 experiences.

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]

Retired Moderator RogersCilio
Retired Moderator
Posts: 390

Re: Internet Connection Issues - 2017 experiences.

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

Resident Expert
Resident Expert
Posts: 6,020

Re: Internet Connection Issues - 2017 experiences.

@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

 

 

 

 



Resident Expert
Resident Expert
Posts: 1,066

Re: Internet Connection Issues - 2017 experiences.

@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


Resident Expert
Resident Expert
Posts: 6,020

Re: Internet Connection Issues - 2017 experiences.

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. 



I've Been Around
Posts: 1

Re: Internet Connection Issues - 2017 experiences.

fix my internet

 

Just fix it. Dont pretend there is no problem.