Running ethernet or wifi?
My guess would be cable signal levels and signal to noise ratios. Can you log into the modem, navigate to the STATUS .... DOCSIS WAN tab, copy the Downstream and Uptream tables and paste them into a post. The copy and paste procedure will paste in the text contents of the tables.
@User14, the first four downstream signal levels aren't bad, the next four are due to the high frequency roll-off that is typically seen on the Rogers network. For some reason, the CMTS has assigned the last four channels to the channel pool that is available above 750 Mhz, where the roll-off normally starts. I would unplug the modem, wait for about 10 to 15 seconds and plug it back in to force a restart. See if that manages to cause the channels assignments to shift down below 750 Mhz. Small point, and in theory the modem should be satisfied to operate with those signal levels on the downstream side, I'd personally prefer to see the signal levels where the first four are, or closer to 0 dBmV if possible. That 0 dBmV target will depend on the number of cable modems in the home and the splitter that is used to provide data services to those modems.
The upstream levels are ok, so, I wouldn't expect any issues on the upstream side. For faster uploads, you're going to have to consider stepping up to one of the internet plans that would provide 10 Mb/s uploads. If you have a package plan going, that might end up killing the package plan, so, that is something that has to be considered. Just depends on how valuable the increased upload might be to your internet activities.
I'd keep calling in regarding the area issue in order to keep an eye on the progress. If the work has been completed but you don't see any improvements, then its time for tech support to have another look at the problem.
Even with the last four downstream levels sitting where they are, I wouldn't expect to see problems with upload rates. If there is an area issue, that wouldn't necessarily show up in the modem data, so, that is something that the field techs would have to sort out.
It is now Thursday ( 5 Oct 2017)
Ref: Slow Internet | Troubleshooting Speed Issues
The speed is pretty much back to what it was on Tuesday so I think I did some fretting and rebooting of my Hitronic modem, router, and PC for nothing. Still no answers from Rogers but my latest speed test is:
10.96 D/L and 1.57 U/L Latency 30ms Jitter 3ms . On Tuesday it was almost the same:
For those interested, what I did not check at first was the WestST*R modem that takes the cable line from the hydro pole outside. The cable then goes from the WestST*R to a splitter box for the TV, internet (+ 2nd modem) and home phone. I was getting intermittent "no internet service" or low speeds when I tried to connect to the internet and no or intermittent dial tone on the home phone. The WestST*R modem had the first two lights ON - Power and DS and the third light US was "flashing". All the other lights were OFF. This is what it looks like now with the current speeds. The Rogers Troubleshooting Guide for low or slow internet speed (at Ref) does not tell you to check ALL the modems. These symptoms should tell you that the problem may not be your equipment. It is probably someone doing something to the Rogers line somewhere. I also found out that I can't upgrade my modem for a faster speed with the same Internet 5 plan. You have to upgrade the Plan to upgrade the modem speed. So you are forced to upgrade to a higher data plan to get a higher speed, even though you don't need the data. Rogers seems more interested in giving you products rather than client service.
@User14 wrote:
It is now Thursday ( 5 Oct 2017)
Ref: Slow Internet | Troubleshooting Speed Issues
The speed is pretty much back to what it was on Tuesday so I think I did some fretting and rebooting of my Hitronic modem, router, and PC for nothing. Still no answers from Rogers but my latest speed test is:
10.96 D/L and 1.57 U/L Latency 30ms Jitter 3ms . On Tuesday it was almost the same:
For those interested, what I did not check at first was the WestST*R modem that takes the cable line from the hydro pole outside. The cable then goes from the WestST*R to a splitter box for the TV, internet (+ 2nd modem) and home phone. I was getting intermittent "no internet service" or low speeds when I tried to connect to the internet and no or intermittent dial tone on the home phone. The WestST*R modem had the first two lights ON - Power and DS and the third light US was "flashing". All the other lights were OFF. This is what it looks like now with the current speeds. The Rogers Troubleshooting Guide for low or slow internet speed (at Ref) does not tell you to check ALL the modems. These symptoms should tell you that the problem may not be your equipment. It is probably someone doing something to the Rogers line somewhere. I also found out that I can't upgrade my modem for a faster speed with the same Internet 5 plan. You have to upgrade the Plan to upgrade the modem speed. So you are forced to upgrade to a higher data plan to get a higher speed, even though you don't need the data. Rogers seems more interested in giving you products rather than client service.
You are on Rogers Internet 5? If so then your speeds are fine, the plan is 5 down, 1 up, which you are getting.
@gp-se wrote:It could be weak signal or lots of noise in the signal. Next time the speeds drop call Rogers and ask them to check the signal levels first, before you reboot anything.
@gp-se Is there a standalone way for customers to tell if their internet signal is not available or intermittent without calling Rogers?
Does the modem status information when opening your web browser and keying in 192.168.0.1 provide such data? This information doesn't seem to tell me if I am getting a signal only if the equipment is ON.
| RG Status | ON |
| Wifi Status | ON |
| NAT Status | ON |
| DHCP Status | ON |
| Firewall Status | ON |
There isn't much on the Rogers website to help either. And when your internet connection fails, you can't access the troubleshooting data unfortunately. Hitron CGN2 Wi-Fi Modem
Shaw does have a site that explains what the modem ights indicate. Sending people here first might save them a lot of time running around rebooting modems and routers when it is just a signal issue.
Shaw Hardware Information - Hitron CGNM-2250 DOCSIS 3.0
@amiratish three of the four upstream channels are sitting at 33/34 dBmV, which is lower than the usual 36 to 40 dBmV range. The other channel is running at 37.25 dBmV, which is ok.
Call tech support and ask the Customer Service Rep to run a signal check on the modem. I suspect that is should fail due to those upstream levels. Advise the rep of what your experiencing with the modem and with any other service that you're running, cable tv or Home Phone. I expect that the CSR will make arrangements for a tech visit based on the signal check, but, that's the CSR's call.
Yup, according to the data that you posted:
Upstream Overview
Port Frequency Modulation Signal Channel Bandwidth
ID (Mhz) Strength ID
(dBmV)
1 23700000 ATDMA - 64QAM 34.000 2 6400000
2 13696000 ATDMA - 16QAM 33.500 4 6400000
3 38596000 ATDMA - 64QAM 37.250 3 3200000
4 30596000 ATDMA - 64QAM 34.250 1 6400000
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