@ChaeFam what modem do you have? The modems in use are:
1. Black Hitron CGN3xxxx modems where the exact modem model is seen on the product sticker at the back of the modem.
2. The white CODA-4582 modem. There is only one white modem in use by Rogers.
3. The Arris XB6 which is used with the new Ignite TV service. The modems are either the Arris TG-3482ER or Technicolor CGM-4140COM. The modem model is seen on the bottom of the modem.
Knowing what modem you have, I can post the correct instructions to post the modem's signal levels.
Have you already called tech support by chance, and if so, what did the Customer Service Rep have to say about the problem?
A problem such as this is usually caused by degradation of the external cable / connectors although there is always the possibility of an equipment failure at another point in the system.
@MAliJafri @ChaeFam can you log into the modem and:
1. Have a look at the Software (firmware) version as shown on the STATUS page which is displayed when you log into the modem. Please let me know what version you have loaded. If you happen to have Version 7.1.1.32 loaded, reboot the modem, ADMIN .... DEVICE RESET .... Reboot. That is a new firmware version with a new kernel to support DOCSIS 3.1 upstream. Depending on what follows after the reboot and after looking at the signal levels, I might recommend running a factory reset for the modem. If the signal levels were ok, and a reboot doesn't solve any modem instability, I'll recommend a factory reset, but, first I'd like to have a look at the signal levels.
2. Navigate to the STATUS .... DOCSIS WAN tab. Copy the Downstream Overview table, all the way down the bottom right hand corner of the OFDM/OFDMA section which is at the bottom of the table. Starting with the Downstream Overview line, highlight or select that line and continue down to the bottom right hand corner of the OFDM/OFDMA section. Right click .... Copy. In a new post, right click .... Paste. That should paste in the table as it appears in the modems user interface.
Based on the data you've provided, there doesn't appear to be any noticeable signal issues. Your signals seem to be in spec.
We may need some additional information to investigate this matter further. You can send us a PM to get started.
Not sure how the send us a Private Message, please check here https://communityforums.rogers.com/t5/Rogers-Community-Forums-Blog/Get-to-know-your-Community-How-To...
Regards
RogersNiki
Hey @12heater,
Welcome to the Rogers Community Forums and congratulations on your first post with us! 😊
I hope you're staying safe and sound. I know first hand how important it is to ensure you stay connected and how disruptive and what an inconvenience it can be when it goes down especially during these times.
When this issue is transpiring, does it affect all devices at the same time? Are you able to connect your SmartPhones/Tablets to your Wi-Fi network, or is it mainly happening on a specific device? Is it possible to run a speed test to see what results you actually get when this happens? When you run the speed test, please ensure you are hardwired directly to the modem and utilizing speedtest.net to do so. 👍
We've also got some great Resident Experts who may be able to provide more insight on this for you. I will tag them into this post for you: @Datalink, @Gdkitty, @-G-.
We look forward to your response!
RogersJo
@12heater Could you please try running an hour-long ping test to both the default gateway IP address on your local LAN as well as to your CMTS router, simultaneously, in separate windows? (The command to do this on Windows is "ping -n 3600 IP_address"; on Linux/macOS, the command is "ping -c 3600 IP_address")
If the problem is purely on the Rogers side, you should only see packet loss when pinging the CMTS router.
Ideally, there should be no latency, packet loss or jitter on the local LAN, on wired or wireless connections... but if there is, then that's the first problem that needs to be solved.
Your ping tests show packet loss over both Ethernet and Wi-Fi. However, the latency and jitter is much worse over Wi-Fi.
Wi-Fi:
Packets: Sent = 60, Received = 50, Lost = 10 (16% loss),
Approximate round trip times in milli-seconds:
Minimum = 9ms, Maximum = 268ms, Average = 35ms
Ethernet:
Packets: Sent = 60, Received = 58, Lost = 2 (3% loss),
Approximate round trip times in milli-seconds:
Minimum = 7ms, Maximum = 19ms, Average = 11ms
Ideally, those stats should be the same or, at at least very similar. In your one-minute ping test, the RTTs over Ethernet were all less than 20 ms. Over Wi-Fi, you had the following spikes in the 20-99 ms range:
Reply from 174.114.130.1: bytes=32 time=50ms TTL=63
Reply from 174.114.130.1: bytes=32 time=33ms TTL=63
Reply from 174.114.130.1: bytes=32 time=20ms TTL=63
Reply from 174.114.130.1: bytes=32 time=36ms TTL=63
Reply from 174.114.130.1: bytes=32 time=36ms TTL=63
Reply from 174.114.130.1: bytes=32 time=47ms TTL=63
Reply from 174.114.130.1: bytes=32 time=35ms TTL=63
Reply from 174.114.130.1: bytes=32 time=24ms TTL=63
Reply from 174.114.130.1: bytes=32 time=26ms TTL=63
Reply from 174.114.130.1: bytes=32 time=27ms TTL=63
Reply from 174.114.130.1: bytes=32 time=81ms TTL=63
Reply from 174.114.130.1: bytes=32 time=20ms TTL=63
Reply from 174.114.130.1: bytes=32 time=31ms TTL=63
Reply from 174.114.130.1: bytes=32 time=23ms TTL=63
Reply from 174.114.130.1: bytes=32 time=82ms TTL=63
Reply from 174.114.130.1: bytes=32 time=25ms TTL=63
Reply from 174.114.130.1: bytes=32 time=38ms TTL=63
... and a few exceeding 100 ms:
Reply from 174.114.130.1: bytes=32 time=248ms TTL=63
Reply from 174.114.130.1: bytes=32 time=103ms TTL=63
Reply from 174.114.130.1: bytes=32 time=115ms TTL=63
Reply from 174.114.130.1: bytes=32 time=268ms TTL=63
If you post your modem's Downstream and Upstream channel stats, we could have a look at them and confirm whether or not they are to spec. Please also check your modem's error logs to see if any critical DOCSIS events (or any other significant errors) are being reported. Rogers should be able to tell you whether the signal to your modem is normal or problematic, what the correctable and uncorrectable codeword error counts are in addition to the number of unerrored codewords, whether there are noise spikes in your area, and the loading of your local node.
If you see these problems at particular times of the day, it could be due to network traffic loads in your area.
Regardless, the first thing that you need to make sure of is that you do not have any problems on your local LAN and Wi-Fi networks.
@KCheng you don't have to re-enable Gateway mode to check the version. Simply log into the modem using 192.168.100.1 as the login address. That address will work when the modem is in Bridge mode. If the modem doesn't respond to the login attempts, thats an indication that version 7.1.1.32 is loaded. Pull the power from the modem, wait for 10 to 15 seconds and plug it back in. That forces a restart/reboot. You should be able to log into the modem after the restart is complete.
After you have logged into the modem, navigate to the STATUS .... DOCSIS WAN tab. Copy the entire signal table, starting at the Downstream Overview line and go all the way down the very bottom right hand corner of the table, which is the OFDM/OFDMA section. Select or highlight that entire area, right click .... Copy. In a new post, right click .... Paste. That should paste in the entire table as it appears in the modem's UI.
Ideally you should be able to log into the modem at any time, but, version 7.1.1.32 is proving to be a problem. Try to log in first to see if you can actually get past the login. If that fails, the restart the modem. I'd prefer to see the signal data prior to the restart if possible. Restarting the modem will temporarily clear up signal issues, unless they are really bad, so, its important to be able to see that data when the modem has been running for a period of time and misbehaving at that point.
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