Internet Connection Issues - 2017 experiences.

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I'm a Reliable Contributor
Posts: 580

Re: Internet Connection Issues - 2017 experiences.

@TCarneiro From what I'm seeing your Downstream signal strength are higher than what I normally see but they are within range and should cause no problem. What caught my eye is that if you are receiving a higher signal strength on the downstream, that should be translated to a lower signal strength on the upstream. However, what I am seeing is the opposite which is unusual. It could be caused by a cabling problem, amplifier, etc (there are too many factors to take in).

 

It seems that there is an underlying problem (probably on your end), but I would highly suggest talking to customer support to pinpoint the problem and hopefully have technician sent to your place to fix the problem. If the problem is not fixed, you can come back and let us know of what was done to try to solve the problem and we'll if we can help from there.

I'm a Reliable Contributor
Posts: 580

Re: Internet Connection Issues - 2017 experiences.

@Chasehoop88 Can you log into your modem and under DOCSIS WAN post your Downstream and Upstream Overview stats?

I've Been Here Awhile
Posts: 4

Re: Internet Connection Issues - 2017 experiences.

Hitron
Status
This menu show the status of the device

System Information
DOCSIS Provisioning
DOCSIS WAN
DOCSIS Event
Wireless
DOCSIS WAN
This menu displays both upstream and downstream signal parameters

DOCSIS Overview
Gateway IP Address 
DHCP Lease Time 😧 06 H: 17 M: 59 S: 21
Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 657000000 256QAM -6.700 17 36.610
2 849000000 256QAM -10.300 2 35.595
3 855000000 256QAM -9.900 3 35.595
4 861000000 256QAM -9.900 4 35.780
5 579000000 256QAM -6.700 5 36.387
6 585000000 256QAM -6.800 6 36.610
7 591000000 256QAM -7.000 7 36.387
8 597000000 256QAM -6.700 8 36.610
9 603000000 256QAM -8.100 9 36.610
10 609000000 256QAM -8.200 10 36.610
11 615000000 256QAM -8.300 11 36.387
12 621000000 256QAM -8.100 12 36.610
13 633000000 256QAM -7.700 13 36.387
14 639000000 256QAM -7.300 14 36.610
15 645000000 256QAM -7.100 15 36.387
16 651000000 256QAM -7.000 16 36.387
17 303000000 256QAM -6.700 1 36.387
18 663000000 256QAM -6.700 18 36.610
19 669000000 256QAM -6.800 19 36.387
20 675000000 256QAM -6.200 20 36.387
21 681000000 256QAM -6.400 21 36.610
22 687000000 256QAM -6.700 22 36.610
23 693000000 256QAM -6.900 23 36.610
24 699000000 256QAM -6.500 24 36.387
25 705000000 256QAM -6.900 25 36.387
26 711000000 256QAM -7.400 26 36.387
27 717000000 256QAM -7.700 27 36.387
28 723000000 256QAM -7.600 28 36.387
29 825000000 256QAM -8.800 29 35.595
30 831000000 256QAM -8.800 30 35.780
31 837000000 256QAM -9.400 31 35.595
32 843000000 256QAM -10.000 32 35.595
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 4K 290600000 YES YES YES -7.400002
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 30596000 ATDMA - 64QAM 36.000 1 6400000
2 38596000 ATDMA - 64QAM 38.250 3 3200000
3 23700000 ATDMA - 64QAM 35.000 2 6400000
OFDM/OFDMA Overview
Channel Index State lin Digital Att Digital Att BW (sc's*fft) Report Power Report Power1_6 FFT Size
0 DISABLED 0.5000 0.0000 0.0000 -inf -1.0000 4K
1 DISABLED 0.5000 0.0000 0.0000 -inf -1.0000 4K
© 2017 Hitron Technologies Inc.. All rights reserved.
I'm a Reliable Contributor
Posts: 580

Re: Internet Connection Issues - 2017 experiences.

@Chasehoop88 It's under DOCSIS WAN, not DOCSIS Event.

I've Been Here Awhile
Posts: 4

Re: Internet Connection Issues - 2017 experiences.

updated to proper info
I'm a Reliable Contributor
Posts: 580

Re: Internet Connection Issues - 2017 experiences.

@Chasehoop88 First thing's first, please remove your IP Address and Gateway IP Address under DOCSIS overview on the post is updated. That is information that should not be disclosed in the public.

Alright, so your intermittent connection is caused due to the low signal strength seen on the Downstream Overview. I HIGHLY recommend calling Rogers Internet Technical Support at 1 855 381-7839 to have them troubleshoot your connection and book a technician to visit and fix those low signal strengths so your service will be restored to normal. When the agent runs the test to check the signal strengths, it should fail and the agent's next step is to book a service technician which will fix the problem. 

 

For reference, whenever your downstream signal strengths hit -10 OR +10 dBmV your service will be impacted because the signal is too high/low to deliver a proper signal to your modem. In your case, some of the channels are already hitting -10 and some are borderline so that is what is causing your intermittency. 

 

 

Resident Expert
Resident Expert
Posts: 6,149

Re: Internet Connection Issues - 2017 experiences.

@Chasehoop88 just to add to the discussion, your modem is running DOCSIS 3.1 downstream, DOCSIS 3.0 upstream.  So, the modem isn't using the DOCSIS 3.0 channels which all have low signal levels.  The OFDM channel, which is used for DOCSIS 3.1 also appears low, but, until @RogersDave has indicated otherwise, the frequency data and signal level for the OFDM channel is not accurately displayed on the user interface.  Tech support apparently has access to the correct OFDM data, so, the question of the day, when you talk to tech support is whether or not the OFDM channel power level and signal to noise ratio is within spec.  I suspect that it might be borderline, given what is displayed for the DOCSIS 3.0 channel data. 

 

As has been previously indicated, it looks like a tech visit is in order.  The only problem is whether or not the modem will pass the signal check that tech support runs.  The cut-off point is -10dBmV before a tech is dispatched, so, please let us know what happens.  Please make it a point to stress to the CSR that you're seeing less than acceptable internet service at the present time, regardless of whether or not the signal check passes. 



I Plan to Stick Around
Posts: 13

Re: Internet Connection Issues - 2017 experiences.

@RyzenFX Support came today after 2 weeks and they were unable to fix the issue.
They said everything looks fine and that the only thing that could explain my problem is that AMAZON is blocking my ip range.
And it's up to me to contact them.
Which I think is absurd.

What do you suggest?
Why am I Being blocked to download any files from amazon servers?
Websites I use for work such as:
www.thefoundry.com

www.allegorithmic.com

www.sidefx.com

all have software I use for work and need to download constantly patches on, and they're all blocked.

I'm a Reliable Contributor
Posts: 580

Re: Internet Connection Issues - 2017 experiences.

@TCarneiro Interesting. How is the computer that you are using to download the files connected to your modem? Is it connected to the modem through wired or wireless? Also, when you try to download these files/ stream videos do you only experience this problem during the night time when everybody else on your neighborhood is using the internet?

 

Also, to confirm is your modem on firmware 2.0.10.27?

I Plan to Stick Around
Posts: 13

Re: Internet Connection Issues - 2017 experiences.

@RyzenFX is not only my computer. Is ANY computer connected through the wire (me) or wireless.
Including the technical support notebook. The Rogers support came by and even on his computer he couldn't access/download. So because of that I know that it's not my software or hardware that's the issue.

I just used Private Internet Access VPN, connecting through a Canadian/Toronto server and I was able to access and download the files I can't without VPN.

The problem happens anytime of the day.
I don't know anyone else having this issue, but I don't know anyone in the neighborhood that uses Rogers. I do know other studios are having the same issue with rogers.

 

Hardware Version 1A

Software Version 2.0.10.27