Hey @vistaliving12!
Wow...just reading through your overall experience was painful :(. I can only imagine the irritation, and likely confusion, you must be feeling with regards to this unfortunate service predicament. Intermittent service can be difficult to troubleshoot but the good news is that you're in a great place to get help.
We'll start with a few things to assist in clarifying what it is you're experiencing and from there we can narrow down why it's happening.
Are you able to provide the following for us?:
- Log into your modem and share with us a screenshot of the signal levels, this can be found on the Docsis WAN tab of the Status page. (Visit http://192.168.0.1 - Username: cusadmin, Password: Your WiFi password)
- Is the intermittency you're experiencing with a wired or a wireless connection?
- Confirm if when the connection drops does the modem's @ light go out?
- If able, can you share the LAN and WAN uptime after a drop in connection. This is visible in the System Information Tab on the Status page. Be certain not to reboot the modem until this information is obtained.
For any type of wired intermittent connectivity issue, it's recommended not to reboot your modem when the connectivity drops, as this will remove visibility of the drop in WAN. If there's a visible discrepancy there that's a visible indicator of the issue.
Thanks so much. Looking forward to getting to the bottom of this with you.
@vistaliving12 can you delete the DOCSIS Overview portion of the post please. That small table is specific to the modem. Please leave the Downstream Overview data as is.
Looking at your previous posts, what you’re describing is a typical external cable and/or connector failure. That is normal with cable systems. The external cable and connectors don’t last forever and every once in a while they require replacement.
Your signal levels look fairly normal for a Rogers modem. The target levels for the upper DOCSIS 3.0 signal levels are 0 dBmV with a signal to noise ratio of 36 to 40 dBmV. There is a high frequency roll-off that can be seen in the data, but, once again that is normal on the Rogers network. That roll-off isn't ideal, but, it's normal. Despite that roll-off, those levels are livable. Having said that, the 1 to 32 channels in that upper table aren’t used as your modem is using the DOCSIS 3.1 Orthogonal Frequency Division Multiplex (OFDM) Downstream channel. There isn’t enough data in that OFDM Downstream section to really determine the health of that channel. Tech support has access to additional data thru a Modem Signal Check, but, even that is minimal at best. This really requires a tech with the proper test equipment to determine the health of the OFDM channel.
The Upstream Overview shows the DOCSIS 3.0 channels which are used to communicate with the Cable Modem termination System (CMTS). They normally run in the 36 to 40 dBmV range, so, yours are a little elevated, but not by much. They’re well within spec.
The bottom OFDM/OFDMA section is not used yet as DOCSIS 3.1 upstream is not enabled on the system as of yet. Soon I hope …..
Ok, so, you’re seeing service dropouts. My guess is the external cable and/or its connectors is failing. You indicated that the tech’s indication was that you needed a dedicated line for the modem. I’m trying to crystal ball the conversation but perhaps what the tech should have said is that you needed a new external cable installed to replace the old one. Perhaps he checked the line and determined that it needed replacement and understandably you didn’t want a new hole punched into your home. I don’t understand why the tech didn’t look at or suggest replacing the current cable. Those cables and connectors can last several years and when they fail, they can do exactly what you’re seeing, fail, recover, fail, recover, etc, etc. That is highly aggravating as the signal levels after a modem reboot will look normal. If the failing component just simply failed once and for all, it would be much easier and quicker to troubleshoot. You could also have a cable that runs correctly until it finally fails one day. Replace the cable and you’re back in business. I’ve seen both cases.
If the service fails, that is the best time to call tech support. Hopefully it stays offline long enough for tech support to run a signal check and determine that, yes, “Its dead Jim”. Next question, are your neighbour's also having the same issue, which the tech can determine. After that, que the neighbourhood tech ……
So far, with the modem swaps and cable direct to the modem, you’ve cleared both the modem and internal house cabling. Time to look outside. While my opinion is that this could just be a simple cable swap, there’s always the chance that the problem is at the local tap which services your home and those of your neighbours, or that it’s further upstream. That might require the services of a Senior Tech, which is a Rogers tech, and this is something that tech support can start to determine by checking the signal levels of your immediate neighbours when you service is disrupted. Is this a single line issue, a local tap issue which affects your neighbours as well, or is this a bigger problem with your cable line back to the local node? Tech support has some homework there in order to dispatch the correct level of field tech to resolve the issue.
Do you have overhead cabling to a utility pole, or underground cabling to a nearby pedestal? At this point you probably need to replace the existing cable and its connectors, but I’m wondering why the tech would suggest a separate external cable? Was that cable supposed to run back to the local tap which would be on a utility pole or at the pedestal, or was the tech going to connect to the existing cable that arrives at the house?
For test purposes, did you completely disconnect the power bar, both from the computer equipment and from the wall socket, so that its not energized? A failing power bar can generate enough noise to kill cable signals, and can depend to a certain degree on the load on the power bar. Its also the last thing that anyone checks.
You might have to sort this out with @RogersAndy to get this resolved. I don’t know what the tech would have left for notes on the system, if anything, but I wonder if this shouldn’t have been handled a different way?
If any subsequent action doesn’t resolve the issue, come back and post the results and what action was taken, provided that the tech gave you that info.
Hopefully this provides some explanation of your signal levels and possible cause.
@vistaliving12 it sounds like you've just about eliminated any issues within your house, assuming of course that includes completely disconnecting any power bars for test purposes.
Fwiw, the first cable from the pedestal (next to the driveway) to our home lasted for over 10 years, the next one only two years. Current cable is three years and running. So, although they can last well beyond 10 years, there's always the possibility of a cable or connector failure after a short few months or years.
As you're indicating issues with hot weather, I wonder about the possibility of problem with the neighbourhood node itself. If that was the case, there would be a larger number of users who are affected with similar failures. If those failure last long enough to get tech support on the case via telephone, then he or she should be able to check your neighbours and further upstream towards the node to determine if there's a particular pedestal where the failure starts. These are all daisy chained off of a single port at the node from what I understand, so there is the possibility of an upstream failure affecting a large number of users on your street.
@vistaliving12 you've got some serious cable signal issues. When you see that you don't have 32 channels running in the upper group, that the signal to noise ratios are showing 4.191 which appears to be a default, and/or the OFDM Downstream overview shows both channels inactive, call tech support. Don't reboot the modem. Have the Customer Service Rep run a Signal check on the modem, and on the modems for your immediate neighbours who are connected to the same local tap. The CSR should keep on going upstream, checking for signal issues to determine where this problem starts. This looks like it requires a Senior Tech (Rogers tech) or a maintenance crew.
Unfortunately, in cases like this, it take persistence on the part of the customer to call tech support. Put Tech Support on speed dial and don't hesitate to use it. Call every day, as many times as necessary to track this down. If Tech Support can troubleshoot this while its happening, that will or should ensure that the right level of tech is dispatched.
Now, if you're already had a couple of tech visits, contact the moderators @CommunityHelps to arrange for a Senior tech visit.
@ep8 do you happen to have an F-81 connector at your disposal? They look like this:
https://www.lowes.ca/coax-cable/ideal-3-ghz-f-splice-adapter-4-pack_g1200823.html?SearchTerm=85-339
The problem here is that the amplifier can hide cable signal issues that cause problems such as what you're experiencing. It depends to a degree on which amplifier port the modem is connected to. So, if you can isolate the modem cable, that is determine which one of the cables connects the modem to the amplifier, then disconnect it and using the F-81 connector, connect that cable directly to the incoming cable. You can then call tech support to run a signal check on the modem to determine if you have an ongoing signal issue. At that point you can also log into the modem and copy the Downstream Overview table and paste that into a post. That's the lower table on the STATUS …. DOCSIS WAN page. Copy the whole table and paste that into a post. With that info on hand, it should be easier to determine if there is an ongoing signal issue.
Note that the modem should be connected to the VOIP port, unless of course you're using that port for a VOIP phone system. If so, then the modem would be connect to one of the amplified ports. That VOIP port is not amplified in order to prevent any packet loss which can be see thru the amplifier section of the amp. There is a 3 dB drop thru that VOIP port, which is the same that you would see thru a two port splitter (one input, two outputs).
Fwiw, that F-81 connector is the same that is found in the wallplate ports for cable connections.
So, that's the best that can be done I believe. With the amp in place and without knowing what port the modem is connected to, any signal check won't show accurate signal data for the present signal levels when they arrive at the home.
@vistaliving12 the problem at this point is that yes, you do have DOCSIS 3.0 Downstream channels (1 to 32) that do have low values in the signal level column, however, that is a moot point as the modem isn't using those channels for Downstream ops. Its using the DOCSIS 3.0 OFDM channel as can be see by the singular active OFDM channel. And, as I've probably said earlier, there simply isn't enough data presented to the user, and personal opinion, for tech support to really determine the health of that channel. I would surmise that any interruptions in service are probably due to the modem running into problems with that OFDM channel reception and its processing. One indication of the health of that channel is the QAM number which isn't presented to the user, as is done for the upper DOCSIS 3.0 channels. The range for the OFDM channel is 64 QAM up to 1024 QAM, with 64 being the lowest and 1024 being the highest. 1024 QAM requires the least amount of noise in the cable system, while 64 QAM will result from operation in a higher noise environment. If the modem can't use 64 QAM as a minimum, it will switch over to the DOCSIS 3.0 channels and stop using the OFDM channel. Fwiw, the signal range for DOCSIS 3.0 channels is basically +/- 15 dBmV, ideally sitting at 0 dBmV. I've only seen one individual run below -15 dBmV with perfect Signal to Noise ratios. So, while its possible to run at low receive power levels, you have to have everything else in your favour. If not, you start running into problems in the -7/8 dBmV range. That's what we've historically seen in the forum, despite the wider DOCSIS signal specs.
What you could do is call tech support, ask the Customer Service Rep to run a signal check and then ask for the numbers for the OFDM channel. Tech Support does have access to them, but, its only a single value for QAM level, Signal to noise ratio and Signal level. From what I remember from previous discussions, I believe that tech support can access those numbers, but they might be on the second page of the data display, so, you may have to cue the CSR to go looking for those numbers. I for one would be interested in the QAM number, just to see if there is any connection to that value and the problems that you're having.
At the end of the day, what is really required is for the field techs to ensure that the lower 0 to 500 Mhz range is working as it should, given that the upsteam channels are running in the 25 to 30 Mhz range and the Downstream OFDM channel is running in the 275.6 to 4467.6 Mhz range. Anything above that is superfluous if the modem isn't running any of the DOCSIS 3.0 channels or if Rogers hasn't implemented the first frequency expansion up to 1218 Mhz as allowed under DOCSIS 3.1. As far as I'm aware, at the present time, Rogers has not started to use the 1218 Mhz frequency expansion.
So, considering that your having problems and that the modem is still hanging in there with DOCSIS 3.1, you need a field tech to determine what the problem is in that 0 to 500 Mhz range in the cable system.
Can you log into your modem and check the Software (Firmware) version that is loaded? Its located on the Status page which is displayed automatically when you log into the modem.
Hey @vistaliving12!
I know it's frustrating to have to have frequent tech visits and tickets before seeing a resolution. I'm so glad though to hear that the issue has been resolved! Definitely keep us apprised should there be any further concerns.
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