Internet Keeps Dropping

[Pguy]

I tried unplugging modem and 3rd party router.

This problem seems to happen more frequently. I am now entering the info into my phone (notes) - time/day of disconnection and duration.

It went down Tuesday and now today. I don't recall how long it was out last time. Maybe 30 min or 1 hr total?

I also use a wifi Smart TV.

It has reconnected a few times only to drop 5 mins (estimate) later. Sometimes the speed is normal but often, the connection is at a much lower speed suggesting a problem.

I am wondering if there's an issue.

*Added Labels*

[Datalink]

Ok, the top DOCSIS 3.0 channels (1 to 32) are all low, for the most part ok, but still a little low.  The target level is 0 dbmV, but where those levels are shouldn't be an issue.  There is also a high frequency roll off that can be seen which is typical in the Rogers network.  Those levels should be at 0 dBmV across the board.  The signal to noise ratios are good.  Normally these channels aren't used by the modem as the modem uses the DOCSIS 3.1 OFDM channel for its downstream data, which in your case doesn't show any data, so, the DOCSIS 3.0 channels are in use and any drop in signal level matters.  

The downstream OFDM channel doesn't show any data, which would indicate that the DOCSIS 3.1 OFDM channel isn't running, so, there's a definite problem in the 300 to 500 Mhz range in your cable system.  Most likely due to an external cable / connector issue. 

The upstream DOCSIS 3.0 channels are elevated, within spec, but above the normal 30 to 32 dBmV range that is typically seen with this modem.  That indicates that the modem output is running higher than normal to counter any signal losses enroute to the neighbourhood node.  

So, you've got cable / connector problems.  The DOCSIS 3.0 upstream channels which run in the 5 to 42 Mhz range are running higher than normal for their output power levels, the OFDM channel which runs in the 300 to 500 Mhz range isn't present, the DOCSIS 3.0 channels in the 500 to 900 Mhz range are all low.  Your ping test are also showing losses.   If you looked at the front of the modem, the downstream LED should be a lighter blue, its supposed to be magenta officially.  The lighter blue colour indicates that the downstream DOCSIS 3.1 OFDM channel is running.  Both downstream and upstream LEDs should be showing a darker blue at this point, indicating that the modem is running DOCSIS 3.0 in both directions.  Thats a backup mode of operations.  With good signal levels the 4582 modem actually has very good performance running DOCSIS 3.0 in both directions.

Ok, at the present time, I'd say, call tech support, dial 611 on a Rogers Home phone or cell phone to reach tech support.  Tell the Tech support rep that you have:

1. packet loss,;

2.  all of the downstream DOCSIS 3.0 signal levels are all low

3.  the DOCSIS 3.0 upstream channels are high, within spec, but higher than normal;

4.  the downstream DOCSIS 3.1 OFDM channel isn't present.

Ask the tech to run a signal check on the modem.  It should fail automatically and the tech should arrange for a field tech to inspect the external cable and connectors and replace them if necessary.  If you have underground cabling, you might end up with a temporary cable running to your house if the present cable isn't performing as expected.  

Try that and let us know how the conversation goes.  The tech will no doubt give you static about running the modem in Bridge mode with a router behind it, but, that has absolutely nothing to do with the modem's signal levels and the problems that you're experiencing.  I'd absolutely resist any request to kick the modem into Gateway mode, there's no need for it.  I'd also resist any suggestion to reboot the modem, which will temporarily return the signal levels to their normal levels, unless of course the external cable and its connectors are very badly degraded.  Some techs will ask you to reboot the modem, which returns the modem to a normal operating mode, albeit temporarily, at which point the tech will declare victory.  Don't let that happen.  The solution here is a field tech, who should determine what the problem is. 

When the tech visit is all said and done, please repost the signal levels.  Sometimes this takes more than one visit, so, one can't assume that the first tech will absolutely resolve the issue.  Not slagging the field techs, just passing on an observation from previous cases. 

[Datalink]

@sgobiraj, @RogersIan is aware of the data display issue, so its either an Intel or Hitron problem that will hopefully be sorted out in the next version.  Don't know how long that will take to be released. 

[KCheng]

million thanks @Datalink 

thanks for your detail explanation, I will contact Rogers' rep as soon as I can and keep you posted!

[Datalink]

@KCheng are you running any other Rogers services like Nextbox's or Home Phone.  If so, they would require a splitter to run, so that would explain the lower downstream and higher upstream DOCSIS 3.0 signal levels.  That doesn't explain the missing downstream OFDM channel which your modem should be using.  That's a different matter altogether. 

[KCheng]

I have no other Rogers' services, except Internet (for now)

I went to basemant & check the cable / comnnector just now. I found out that I have installed a y-splitter, I almost forgot about it.

incoming data cable
 ---> cable > modem
 ---> termination cap

I disconnected and re-connected all cable again to make sure all are fixed, and checked the STATUS page also.

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	QAM256	-2.700	7	40.366
2	849000000	QAM256	-5.400	2	38.605
3	855000000	QAM256	-5.700	3	38.605
4	861000000	QAM256	-6.099	4	38.605
5	579000000	QAM256	-2.799	5	38.983
6	585000000	QAM256	-2.599	6	38.983
7	279000000	QAM256	0.099	1	40.946
8	597000000	QAM256	-2.400	8	40.366
9	603000000	QAM256	-3.000	9	40.366
10	609000000	QAM256	-3.200	10	38.983
11	615000000	QAM256	-3.000	11	38.605
12	621000000	QAM256	-2.900	12	38.983
13	633000000	QAM256	-3.099	13	38.983
14	639000000	QAM256	-2.900	14	38.983
15	645000000	QAM256	-3.000	15	38.983
16	651000000	QAM256	-3.000	16	40.366
17	657000000	QAM256	-3.099	17	38.983
18	663000000	QAM256	-3.000	18	38.605
19	669000000	QAM256	-3.400	19	38.605
20	675000000	QAM256	-3.700	20	38.983
21	681000000	QAM256	-3.799	21	38.983
22	687000000	QAM256	-4.400	22	38.983
23	693000000	QAM256	-5.000	23	38.605
24	699000000	QAM256	-4.700	24	38.605
25	705000000	QAM256	-4.799	25	38.605
26	711000000	QAM256	-4.200	26	38.983
27	717000000	QAM256	-4.299	27	38.983
28	723000000	QAM256	-3.799	28	38.983
29	825000000	QAM256	-2.799	29	38.983
30	831000000	QAM256	-3.400	30	38.605
31	837000000	QAM256	-3.700	31	38.605
32	843000000	QAM256	-4.299	32	38.605

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	275600000	YES	YES	YES	-0.700001

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	30596000	64QAM	43.020	3	6400000
2	36996000	64QAM	43.020	4	6400000
3	22100000	64QAM	42.760	1	3200000
4	25300000	64QAM	42.010	2	3200000
5	0	QAM_NONE	-	---	1600000
6	0	QAM_NONE	-	---	1600000
7	0	QAM_NONE	-	---	1600000
8	0	QAM_NONE	-	---	1600000

OFDM/OFDMA Overview

Channel Index	State	lin Digital Att	Digital Att	BW (sc's*fft)	Report Power	Report Power1_6	FFT Size
0	DISABLED	0.0000	0.0000	0.0000	0.0000	0.0000	2K
1	DISABLED	0.0000	0.0000	0.0000	0.0000	0.0000	2K

[Natto]

Same problem here! I had been getting frequent internet signal drops since April with CGN3 modem I’ve had for years in bridge mode. Called tech support a month ago, no resolution. Told me to check for malware - 4 diff anti virus software, nothing. Whenever internet service drops, it’s on all devices. Sometime the “@“ light goes out on the modem panel, sometimes it didn’t.  Was fed up with powering down to reboot the modem, so finally when it happened again last Friday, called tech support for a new modem. Got a CODA replacement today and installed. 12 hours later, experienced same kind of signal outage!! Lasted 5 mins. Both Tv and internet both interrupted.  What are possible causes? Side note: internet degradation has tended to happen in last few weeks with TV box signal issues (high number channels can not load / not available) making me suspect it’s related to cable connections or line issues.  
PS: 1 minute after posting this message, internet was down again.. had to wait 5mins to add this postscript!!

[KCheng]

update…

contacted Rogers’ tech support today, the tech guy helped me to check the signal on the modem, and he said the result looked okay, but saw some disconnections on the modem during the test.

after that, he helped me to arrange a field tech guy to pay a visit my home tomorrow for further checking and I didn’t got chance to ask for it! 🙂

he is a nice tech support guy!

[KCheng]

update 2...

the technician came to my home this morning, he helped to check the signal from the incoming cable & the one from incoming cable to modem.

sadly, he found no problem at all,  I was told the signals are very good & nothing he can do...

am I really nothing can do?

[RogersRob]

Hello @Natto, 

Thank you for your post and welcome to the Community.
I hope you and your loved ones are doing well and keeping safe.

We know how important it is to stay connected at all times, especially with everything that's going on right now. 

Thank you for all the troubleshooting steps you have already completed.
Would you be able to run a speed test when you next notice the issue and share the results with us? Additionally, can you share your modem's event log so we can look further into the issue. 

@KCheng, we'd like to take a closer look at the situation with you.
You can send us a PM to get started.

Not sure how the send us a Private Message, please check here.

Regards
RogersRob

[12heater]

Just to confirm, by local LAN, you're talking about pinging 192.168.0.1?

Here are my downstream and upstream overview:

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	615000000	256QAM	5.900	11	40.366
2	621000000	256QAM	5.800	12	40.366
3	633000000	256QAM	5.500	13	40.366
4	639000000	256QAM	5.600	14	40.366
5	645000000	256QAM	4.700	15	39.397
6	651000000	256QAM	4.300	16	38.983
7	657000000	256QAM	3.900	17	38.983
8	663000000	256QAM	3.500	18	38.605
9	669000000	256QAM	3.400	19	38.983
10	675000000	256QAM	3.900	20	38.983
11	681000000	256QAM	4.400	21	38.983
12	687000000	256QAM	4.600	22	38.983
13	699000000	256QAM	5.400	24	40.366
14	705000000	256QAM	5.600	25	38.983
15	711000000	256QAM	5.600	26	38.983
16	717000000	256QAM	5.600	27	40.366
17	723000000	256QAM	5.800	28	38.983
18	825000000	256QAM	5.200	29	40.366
19	831000000	256QAM	4.900	30	38.983
20	837000000	256QAM	4.300	31	38.983
21	843000000	256QAM	4.300	32	40.946
22	849000000	256QAM	3.900	2	38.983
23	855000000	256QAM	3.000	3	38.605
24	861000000	256QAM	1.800	4	38.605

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	25900000	ATDMA - 64QAM	37.250	2	6400000
2	38700000	ATDMA - 64QAM	38.750	4	6400000
3	32300000	ATDMA - 64QAM	38.000	3	6400000
4	21100000	ATDMA - 64QAM	36.500	1	3200000

As well, I do notice quite a bit of these errors in my DOCSIS event log. It's always the same thing everyday. I blanked out the MAC address. Not sure if I should be showing it or not.

18	08/13/20 12:49:54	68010300	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
19	08/13/20 16:29:32	82000200	critical	No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
20	08/13/20 16:50:44	84020200	warning	Lost MDD Timeout;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;

[Natto]

Hi @RogersRob

Thank you for your message. I ran a speed test yesterday when I was having the signal issue: Ping 5 / download 80 and upload 16, on 2G Wi-Fi. It was the CODA 4582U modem that I had just received 2 days ago.  Had the same problem with signal drops and slow speeds when on the Black CGN3 modem, which I just shipped back. Just today, I've had signal disruptions a few times already, where the green "@" light on the modem display goes out completely for about 5 minutes.   I called tech support last night, they are sending a technician over today, after they ran some tests remotely. Have not been informed what problems they may be investigating.

Following this trail, I've also logged into the modem to get the DOCSIS WAN stats. This is from this afternoon, after one of those internet drop episodes:

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	QAM256	-2.799	7	37.355
2	597000000	QAM256	-3.299	8	37.355
3	603000000	QAM256	-2.599	9	37.636
4	579000000	QAM256	-3.700	5	37.636
5	585000000	QAM256	-3.099	6	37.636
6	279000000	QAM256	-3.700	1	37.636
7	609000000	QAM256	-2.900	10	37.636
8	615000000	QAM256	-2.900	11	37.636
9	621000000	QAM256	-3.200	12	37.355
10	633000000	QAM256	-2.400	13	37.636
11	639000000	QAM256	-2.700	14	37.636
12	645000000	QAM256	-2.400	15	37.636
13	651000000	QAM256	-2.400	16	37.636
14	657000000	QAM256	-3.099	17	37.636
15	663000000	QAM256	-2.500	18	38.605
16	669000000	QAM256	-3.099	19	37.636
17	675000000	QAM256	-3.799	20	37.636
18	681000000	QAM256	-3.500	21	37.636
19	687000000	QAM256	-3.799	22	37.355
20	693000000	QAM256	-3.599	23	37.355
21	699000000	QAM256	-3.299	24	37.636
22	705000000	QAM256	-3.500	25	37.636
23	711000000	QAM256	-3.900	26	37.636
24	717000000	QAM256	-4.400	27	37.355
25	723000000	QAM256	-4.799	28	36.609
26	825000000	QAM256	-4.000	29	36.609
27	831000000	QAM256	-4.700	30	36.386
28	837000000	QAM256	-5.500	31	36.386
29	843000000	QAM256	-5.599	32	36.609
30	849000000	QAM256	-6.000	2	36.609
31	855000000	QAM256	-6.299	3	36.609
32	861000000	QAM256	-6.900	4	36.386

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	275600000	YES	YES	YES	-3.599998

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	30596000	64QAM	49.270	7	6400000
2	36996000	64QAM	49.770	8	6400000
3	22100000	64QAM	48.260	5	3200000
4	25300000	64QAM	49.510	6	3200000
5	0	QAM_NONE	-	---	1600000
6	0	QAM_NONE	-	---	1600000
7	0	QAM_NONE	-	---	1600000
8	0	QAM_NONE	-	---	1600000

OFDM/OFDMA Overview

Channel Index	State	lin Digital Att	Digital Att	BW (sc's*fft)	Report Power	Report Power1_6	FFT Size
0	DISABLED	0.0000	0.0000	0.0000	0.0000	0.0000	2K
1	DISABLED	0.0000	0.0000	0.0000	0.0000	0.0000	2K

[mousetamer]

I'm in the same boat with the constant drops. It has been happening for about a month now. Vast majority of them are between 7:30 am and about noon. I've spent over 10 hours on the phone with Rogers, had 2 techs over at the house, and I'm on my 3rd modem since this started. So far, nothing has helped and I am sure the issue is with Rogers and not my house.  A Senior Tech was supposed to contact me last week, but apparently the employee who set that up didn't do it right. I had to call back this Tuesday and set it up again. The tech was supposed to contact me within 72 hours, but nothing so far.  Hopefully, the tech figures out what the issue is because it is driving us crazy. If the disconnects happened once or twice a day, I could probably live with it. Ten or more times each morning is a bit much.  

[User0549]

I have Rogers gigabit modem probably in bridge mode
Hooked up to Linksys ea9300 wireless router
The router has a light on it when it is red there is no internet .

Through out the day we get a no route issue 2
To 5 times a day last 2
Minutes to 10 minutes .

I keep having to unplug gigabit modem for 30 seconds wait 2 minutes to reconnect then it works

Makes it difficult to work from home .

Not sure what firmware version is on my modem

Can someone look and check logs to see when modems disconnecting and trouble shoot the cause . Is it the modem or is it a hop on other side to wan ?

[RogersMoin]

Hello, 

@12heater - We can run additional diagnostics on your line to determine the root cause of your intermittent Internet. Please send us a private message.

@Natto - Keep us posted on the outcome from the tech's visit. If the issue persists, please feel free to send us a private message. 

@mousetamer - Thanks for joining this discussion; intermittent Internet can certainly be disruptive. We can follow up with Senior Tech's visit for you. Please drop us a line in a PM. 

@User0549 - I appreciate posting your Internet intermittency concerns, and welcome to Rogers Community Forums! We can check the signal levels and other specs on your modem. You may have to put the modem in the gateway mode while we run the diagnostics. Please feel free to send us a private message. 

A PM can be sent to us at @CommunityHelps. You can find details about our private messaging in this blog. 

Regards,

RogersMoin

[ddude]

To all the people who have issues with rogers internet getting disconnected intermittently, i have been working with the rogers team( spoke to senior tech, OOP , someone from the network team) who basically said its a network issue and they cant do anything to fix it.

from all my research and reading online regarding the issue, it seems like rogers has a serious bufferbloat problem, which no one seem to acknowledge. they keep saying that they sent a tech to work on network, but nothing made a difference.

 I did setup a PRTG ping sensor to monitor my internet connectivity and packet loss. here is a small graphic 

Sensor was setup on 8th Aug morning.

you see a consistent packet loss of around 10-15%.

Aug 13th around 9:30 pm, i turned on SQM ( using FQ_CODEL)  and there is a remarkable difference in packetloss

URL : https://imgur.com/JXbm52o 

adding sample data form PRTG as well

8/8/2020 8:00:00 AM − 9:00:00 AM						0 %
8/8/2020 9:00:00 AM − 10:00:00 AM	14 msec	10 msec	18 msec	9 %	0 %	100 %
8/8/2020 10:00:00 AM − 11:00:00 AM	14 msec	10 msec	19 msec	6 %	0 %	100 %
8/8/2020 11:00:00 AM − 12:00:00 PM	14 msec	10 msec	19 msec	6 %	0 %	100 %
8/8/2020 12:00:00 PM − 1:00:00 PM	14 msec	10 msec	19 msec	6 %	0 %	100 %
8/8/2020 1:00:00 PM − 2:00:00 PM	14 msec	10 msec	19 msec	4 %	0 %	100 %
8/8/2020 2:00:00 PM − 3:00:00 PM	14 msec	10 msec	19 msec	6 %	0 %	100 %
8/8/2020 3:00:00 PM − 4:00:00 PM	15 msec	11 msec	21 msec	5 %	0 %	100 %
8/8/2020 4:00:00 PM − 5:00:00 PM	16 msec	11 msec	21 msec	6 %	0 %	100 %
8/8/2020 5:00:00 PM − 6:00:00 PM	16 msec	11 msec	21 msec	7 %	0 %	100 %
8/8/2020 6:00:00 PM − 7:00:00 PM	19 msec	13 msec	28 msec	9 %	0 %	100 %
8/8/2020 7:00:00 PM − 8:00:00 PM	17 msec	11 msec	24 msec	8 %	0 %	100 %
8/8/2020 8:00:00 PM − 9:00:00 PM	24 msec	13 msec	41 msec	9 %	0 %	100 %
8/8/2020 9:00:00 PM − 10:00:00 PM	15 msec	11 msec	20 msec	7 %	0 %	100 %
8/8/2020 10:00:00 PM − 11:00:00 PM	16 msec	11 msec	23 msec	6 %	0 %	100 %
8/8/2020 11:00:00 PM − 12:00:00 AM	16 msec	11 msec	22 msec	7 %	0 %	100 %
8/9/2020 12:00:00 AM − 1:00:00 AM	16 msec	11 msec	22 msec	7 %	0 %	100 %
8/9/2020 1:00:00 AM − 2:00:00 AM	14 msec	10 msec	20 msec	6 %	0 %	100 %
8/9/2020 2:00:00 AM − 3:00:00 AM	13 msec	10 msec	18 msec	7 %	0 %	100 %
8/9/2020 3:00:00 AM − 4:00:00 AM	13 msec	10 msec	18 msec	6 %	0 %	100 %
8/9/2020 4:00:00 AM − 5:00:00 AM	14 msec	10 msec	19 msec	9 %	0 %	100 %
8/9/2020 5:00:00 AM − 6:00:00 AM	13 msec	10 msec	17 msec	7 %	0 %	100 %
8/9/2020 6:00:00 AM − 7:00:00 AM	13 msec	10 msec	18 msec	6 %	0 %	100 %
8/9/2020 7:00:00 AM − 8:00:00 AM	14 msec	10 msec	19 msec	7 %	0 %	100 %
8/9/2020 8:00:00 AM − 9:00:00 AM	13 msec	9 msec	17 msec	6 %	0 %	100 %
8/9/2020 9:00:00 AM − 10:00:00 AM	14 msec	10 msec	19 msec	7 %	0 %	100 %
8/9/2020 10:00:00 AM − 11:00:00 AM	14 msec	10 msec	20 msec	3 %	0 %	100 %
8/9/2020 11:00:00 AM − 12:00:00 PM	14 msec	10 msec	19 msec	7 %	0 %	100 %
8/9/2020 12:00:00 PM − 1:00:00 PM	17 msec	10 msec	26 msec	6 %	0 %	100 %
8/9/2020 1:00:00 PM − 2:00:00 PM	19 msec	12 msec	27 msec	3 %	0 %	100 %
8/9/2020 2:00:00 PM − 3:00:00 PM	19 msec	12 msec	28 msec	9 %	0 %	100 %
8/9/2020 3:00:00 PM − 4:00:00 PM	17 msec	12 msec	23 msec	10 %	0 %	100 %
8/9/2020 4:00:00 PM − 5:00:00 PM	16 msec	11 msec	22 msec	8 %	0 %	100 %
8/9/2020 5:00:00 PM − 6:00:00 PM	16 msec	11 msec	21 msec	6 %	0 %	100 %
8/9/2020 6:00:00 PM − 7:00:00 PM	15 msec	11 msec	21 msec	13 %	0 %	100 %
8/9/2020 7:00:00 PM − 8:00:00 PM	16 msec	11 msec	22 msec	6 %	0 %	100 %
8/9/2020 8:00:00 PM − 9:00:00 PM	17 msec	11 msec	25 msec	8 %	0 %	100 %
8/9/2020 9:00:00 PM − 10:00:00 PM	16 msec	11 msec	22 msec	7 %	0 %	100 %
8/9/2020 10:00:00 PM − 11:00:00 PM	17 msec	11 msec	25 msec	6 %	0 %	100 %
8/9/2020 11:00:00 PM − 12:00:00 AM	16 msec	11 msec	23 msec	5 %	0 %	100 %
8/10/2020 12:00:00 AM − 1:00:00 AM	14 msec	10 msec	21 msec	6 %	0 %	100 %
8/10/2020 1:00:00 AM − 2:00:00 AM	16 msec	10 msec	24 msec	8 %	0 %	100 %
8/10/2020 2:00:00 AM − 3:00:00 AM	14 msec	10 msec	18 msec	6 %	0 %	100 %
8/10/2020 3:00:00 AM − 4:00:00 AM	14 msec	10 msec	19 msec	7 %	0 %	100 %
8/10/2020 4:00:00 AM − 5:00:00 AM	13 msec	10 msec	18 msec	5 %	0 %	100 %
8/10/2020 5:00:00 AM − 6:00:00 AM	15 msec	11 msec	21 msec	8 %	0 %	100 %
8/10/2020 6:00:00 AM − 7:00:00 AM	18 msec	10 msec	32 msec	6 %	0 %	100 %
8/10/2020 7:00:00 AM − 8:00:00 AM	15 msec	11 msec	23 msec	4 %	0 %	100 %
8/10/2020 8:00:00 AM − 9:00:00 AM	13 msec	10 msec	18 msec	4 %	0 %	100 %
8/10/2020 9:00:00 AM − 10:00:00 AM	14 msec	10 msec	18 msec	7 %	0 %	100 %
8/10/2020 10:00:00 AM − 11:00:00 AM	15 msec	10 msec	21 msec	4 %	0 %	100 %
8/10/2020 11:00:00 AM − 12:00:00 PM	14 msec	10 msec	20 msec	6 %	0 %	100 %
8/10/2020 12:00:00 PM − 1:00:00 PM	15 msec	10 msec	21 msec	9 %	0 %	100 %
8/10/2020 1:00:00 PM − 2:00:00 PM	14 msec	10 msec	20 msec	7 %	0 %	100 %
8/10/2020 2:00:00 PM − 3:00:00 PM	16 msec	11 msec	21 msec	10 %	0 %	100 %
8/10/2020 3:00:00 PM − 4:00:00 PM	16 msec	12 msec	22 msec	9 %	10 %	100 %
8/10/2020 4:00:00 PM − 5:00:00 PM	15 msec	10 msec	20 msec	5 %	0 %	100 %
8/10/2020 5:00:00 PM − 6:00:00 PM	14 msec	10 msec	20 msec	2 %	0 %	100 %
8/10/2020 6:00:00 PM − 7:00:00 PM	15 msec	11 msec	22 msec	11 %	0 %	100 %
8/10/2020 7:00:00 PM − 8:00:00 PM	16 msec	11 msec	23 msec	7 %	0 %	100 %
8/10/2020 8:00:00 PM − 9:00:00 PM	18 msec	12 msec	25 msec	5 %	0 %	100 %
8/10/2020 9:00:00 PM − 10:00:00 PM	17 msec	11 msec	23 msec	6 %	0 %	100 %
8/10/2020 10:00:00 PM − 11:00:00 PM	18 msec	12 msec	24 msec	11 %	0 %	100 %
8/10/2020 11:00:00 PM − 12:00:00 AM	16 msec	10 msec	24 msec	8 %	0 %	100 %
8/11/2020 12:00:00 AM − 1:00:00 AM	21 msec	13 msec	36 msec	7 %	0 %	100 %
8/11/2020 1:00:00 AM − 2:00:00 AM	16 msec	10 msec	25 msec	6 %	0 %	100 %
8/11/2020 2:00:00 AM − 3:00:00 AM	18 msec	11 msec	25 msec	8 %	0 %	100 %
8/11/2020 3:00:00 AM − 4:00:00 AM	15 msec	11 msec	19 msec	8 %	0 %	100 %
8/11/2020 4:00:00 AM − 5:00:00 AM	15 msec	11 msec	20 msec	7 %	0 %	100 %
8/11/2020 5:00:00 AM − 6:00:00 AM	15 msec	10 msec	19 msec	6 %	0 %	100 %
8/11/2020 6:00:00 AM − 7:00:00 AM	14 msec	10 msec	19 msec	6 %	0 %	100 %
8/11/2020 7:00:00 AM − 8:00:00 AM	15 msec	11 msec	20 msec	5 %	0 %	100 %
8/11/2020 8:00:00 AM − 9:00:00 AM	15 msec	11 msec	20 msec	7 %	0 %	100 %
8/11/2020 9:00:00 AM − 10:00:00 AM	15 msec	11 msec	20 msec	9 %	0 %	100 %
8/11/2020 10:00:00 AM − 11:00:00 AM	16 msec	11 msec	21 msec	5 %	0 %	100 %
8/11/2020 11:00:00 AM − 12:00:00 PM	16 msec	11 msec	22 msec	7 %	0 %	100 %
8/11/2020 12:00:00 PM − 1:00:00 PM	16 msec	11 msec	22 msec	7 %	0 %	100 %
8/11/2020 1:00:00 PM − 2:00:00 PM	17 msec	11 msec	23 msec	7 %	0 %	100 %
8/11/2020 2:00:00 PM − 3:00:00 PM	15 msec	10 msec	21 msec	5 %	0 %	100 %
8/11/2020 3:00:00 PM − 4:00:00 PM	15 msec	11 msec	20 msec	5 %	0 %	100 %
8/11/2020 4:00:00 PM − 5:00:00 PM	18 msec	11 msec	27 msec	7 %	0 %	100 %
8/11/2020 5:00:00 PM − 6:00:00 PM	20 msec	11 msec	39 msec	8 %	0 %	100 %
8/11/2020 6:00:00 PM − 7:00:00 PM	15 msec	10 msec	21 msec	8 %	0 %	100 %
8/11/2020 7:00:00 PM − 8:00:00 PM	16 msec	10 msec	24 msec	8 %	0 %	100 %
8/11/2020 8:00:00 PM − 9:00:00 PM	17 msec	12 msec	24 msec	11 %	0 %	100 %
8/11/2020 9:00:00 PM − 10:00:00 PM	18 msec	12 msec	25 msec	7 %	0 %	100 %
8/11/2020 10:00:00 PM − 11:00:00 PM	16 msec	11 msec	22 msec	8 %	0 %	100 %
8/11/2020 11:00:00 PM − 12:00:00 AM	16 msec	11 msec	22 msec	5 %	0 %	100 %
8/12/2020 12:00:00 AM − 1:00:00 AM	15 msec	10 msec	20 msec	6 %	0 %	100 %
8/12/2020 1:00:00 AM − 2:00:00 AM	15 msec	10 msec	20 msec	6 %	0 %	100 %
8/12/2020 2:00:00 AM − 3:00:00 AM	14 msec	10 msec	19 msec	9 %	0 %	100 %
8/12/2020 3:00:00 AM − 4:00:00 AM	14 msec	10 msec	19 msec	6 %	0 %	100 %
8/12/2020 4:00:00 AM − 5:00:00 AM	14 msec	10 msec	18 msec	6 %	0 %	100 %
8/12/2020 5:00:00 AM − 6:00:00 AM	13 msec	9 msec	18 msec	6 %	0 %	100 %
8/12/2020 6:00:00 AM − 7:00:00 AM	13 msec	9 msec	17 msec	5 %	0 %	100 %
8/12/2020 7:00:00 AM − 8:00:00 AM	13 msec	10 msec	17 msec	8 %	0 %	100 %
8/12/2020 8:00:00 AM − 9:00:00 AM	15 msec	10 msec	20 msec	5 %	0 %	100 %
8/12/2020 9:00:00 AM − 10:00:00 AM	18 msec	11 msec	37 msec	6 %	0 %	100 %
8/12/2020 10:00:00 AM − 11:00:00 AM	16 msec	10 msec	28 msec	5 %	0 %	100 %
8/12/2020 11:00:00 AM − 12:00:00 PM	14 msec	10 msec	20 msec	6 %	0 %	100 %
8/12/2020 12:00:00 PM − 1:00:00 PM	15 msec	10 msec	23 msec	4 %	0 %	100 %
8/12/2020 1:00:00 PM − 2:00:00 PM	16 msec	11 msec	21 msec	5 %	0 %	100 %
8/12/2020 2:00:00 PM − 3:00:00 PM	15 msec	10 msec	20 msec	6 %	0 %	100 %
8/12/2020 3:00:00 PM − 4:00:00 PM	17 msec	11 msec	23 msec	8 %	0 %	100 %
8/12/2020 4:00:00 PM − 5:00:00 PM	15 msec	10 msec	22 msec	6 %	0 %	100 %
8/12/2020 5:00:00 PM − 6:00:00 PM	17 msec	11 msec	24 msec	6 %	0 %	100 %
8/12/2020 6:00:00 PM − 7:00:00 PM	17 msec	11 msec	23 msec	6 %	0 %	100 %
8/12/2020 7:00:00 PM − 8:00:00 PM	16 msec	10 msec	22 msec	7 %	0 %	100 %
8/12/2020 8:00:00 PM − 9:00:00 PM	19 msec	12 msec	29 msec	9 %	0 %	100 %
8/12/2020 9:00:00 PM − 10:00:00 PM	17 msec	11 msec	24 msec	4 %	0 %	100 %
8/12/2020 10:00:00 PM − 11:00:00 PM	17 msec	11 msec	25 msec	6 %	0 %	100 %
8/12/2020 11:00:00 PM − 12:00:00 AM	15 msec	10 msec	22 msec	9 %	0 %	100 %
8/13/2020 12:00:00 AM − 1:00:00 AM	15 msec	10 msec	21 msec	4 %	0 %	100 %
8/13/2020 1:00:00 AM − 2:00:00 AM	17 msec	9 msec	29 msec	4 %	0 %	100 %
8/13/2020 2:00:00 AM − 3:00:00 AM	14 msec	10 msec	20 msec	8 %	0 %	100 %
8/13/2020 3:00:00 AM − 4:00:00 AM	15 msec	11 msec	20 msec	6 %	0 %	100 %
8/13/2020 4:00:00 AM − 5:00:00 AM	14 msec	10 msec	18 msec	8 %	0 %	100 %
8/13/2020 5:00:00 AM − 6:00:00 AM	17 msec	10 msec	35 msec	3 %	0 %	100 %
8/13/2020 6:00:00 AM − 7:00:00 AM	13 msec	10 msec	17 msec	3 %	0 %	100 %
8/13/2020 7:00:00 AM − 8:00:00 AM	13 msec	10 msec	18 msec	5 %	0 %	100 %
8/13/2020 8:00:00 AM − 9:00:00 AM	13 msec	10 msec	18 msec	4 %	0 %	100 %
8/13/2020 9:00:00 AM − 10:00:00 AM	13 msec	10 msec	18 msec	5 %	0 %	100 %
8/13/2020 10:00:00 AM − 11:00:00 AM	14 msec	10 msec	19 msec	6 %	0 %	100 %
8/13/2020 11:00:00 AM − 12:00:00 PM	21 msec	13 msec	34 msec	6 %	0 %	100 %
8/13/2020 12:00:00 PM − 1:00:00 PM	16 msec	11 msec	22 msec	11 %	0 %	100 %
8/13/2020 1:00:00 PM − 2:00:00 PM	15 msec	11 msec	23 msec	8 %	0 %	100 %
8/13/2020 2:00:00 PM − 3:00:00 PM	16 msec	11 msec	22 msec	6 %	0 %	100 %
8/13/2020 3:00:00 PM − 4:00:00 PM	15 msec	11 msec	20 msec	8 %	0 %	100 %
8/13/2020 4:00:00 PM − 5:00:00 PM	23 msec	13 msec	35 msec	6 %	0 %	100 %
8/13/2020 5:00:00 PM − 6:00:00 PM	18 msec	13 msec	25 msec	8 %	0 %	100 %
8/13/2020 6:00:00 PM − 7:00:00 PM	14 msec	10 msec	20 msec	4 %	0 %	100 %
8/13/2020 7:00:00 PM − 8:00:00 PM	15 msec	10 msec	23 msec	8 %	0 %	100 %
8/13/2020 8:00:00 PM − 9:00:00 PM	20 msec	13 msec	29 msec	10 %	0 %	100 %
8/13/2020 9:00:00 PM − 10:00:00 PM	25 msec	13 msec	42 msec	5 %	0 %	100 %
8/13/2020 10:00:00 PM − 11:00:00 PM	16 msec	11 msec	24 msec	<1 %	0 %	100 %
8/13/2020 11:00:00 PM − 12:00:00 AM	15 msec	10 msec	22 msec	1 %	0 %	100 %
8/14/2020 12:00:00 AM − 1:00:00 AM	15 msec	10 msec	21 msec	1 %	0 %	100 %
8/14/2020 1:00:00 AM − 2:00:00 AM	13 msec	9 msec	19 msec	0 %	0 %	100 %
8/14/2020 2:00:00 AM − 3:00:00 AM	13 msec	9 msec	18 msec	2 %	0 %	100 %
8/14/2020 3:00:00 AM − 4:00:00 AM	13 msec	9 msec	18 msec	<1 %	0 %	100 %
8/14/2020 4:00:00 AM − 5:00:00 AM	13 msec	9 msec	17 msec	0 %	0 %	100 %
8/14/2020 5:00:00 AM − 6:00:00 AM	13 msec	9 msec	17 msec	<1 %	0 %	100 %
8/14/2020 6:00:00 AM − 7:00:00 AM	13 msec	9 msec	17 msec	2 %	0 %	100 %
8/14/2020 7:00:00 AM − 8:00:00 AM	12 msec	9 msec	16 msec	0 %	0 %	100 %
8/14/2020 8:00:00 AM − 9:00:00 AM	13 msec	9 msec	19 msec	1 %	0 %	100 %
8/14/2020 9:00:00 AM − 10:00:00 AM	13 msec	9 msec	18 msec	<1 %	0 %	100 %
8/14/2020 10:00:00 AM − 11:00:00 AM	14 msec	10 msec	21 msec	1 %	0 %	100 %
8/14/2020 11:00:00 AM − 12:00:00 PM	17 msec	10 msec	31 msec	1 %	0 %	100 %
8/14/2020 12:00:00 PM − 1:00:00 PM	16 msec	9 msec	30 msec	<1 %	0 %	100 %
8/14/2020 1:00:00 PM − 2:00:00 PM	17 msec	11 msec	25 msec	1 %	0 %	100 %
8/14/2020 2:00:00 PM − 3:00:00 PM	21 msec	10 msec	41 msec	1 %	0 %	100 %
8/14/2020 3:00:00 PM − 4:00:00 PM	16 msec	10 msec	23 msec	1 %	0 %	100 %
8/14/2020 4:00:00 PM − 5:00:00 PM	14 msec	9 msec	21 msec	1 %	0 %	100 %
8/14/2020 5:00:00 PM − 6:00:00 PM	14 msec	9 msec	21 msec	1 %	0 %	100 %
8/14/2020 6:00:00 PM − 7:00:00 PM	14 msec	10 msec	20 msec	1 %	0 %	100 %
8/14/2020 7:00:00 PM − 8:00:00 PM	14 msec	9 msec	20 msec	1 %	0 %	100 %
8/14/2020 8:00:00 PM − 9:00:00 PM	18 msec	10 msec	28 msec	<1 %	0 %	100 %
8/14/2020 9:00:00 PM − 10:00:00 PM	15 msec	10 msec	21 msec	<1 %	0 %	100 %
8/14/2020 10:00:00 PM − 11:00:00 PM	15 msec	10 msec	22 msec	<1 %	0 %	100 %
8/14/2020 11:00:00 PM − 12:00:00 AM	14 msec	9 msec	21 msec	<1 %	0 %	100 %
8/15/2020 12:00:00 AM − 1:00:00 AM	14 msec	9 msec	20 msec	<1 %	0 %	100 %
8/15/2020 1:00:00 AM − 2:00:00 AM	13 msec	9 msec	18 msec	1 %	0 %	100 %
8/15/2020 2:00:00 AM − 3:00:00 AM	13 msec	9 msec	19 msec	<1 %	0 %	100 %
8/15/2020 3:00:00 AM − 4:00:00 AM	13 msec	9 msec	18 msec	<1 %	0 %	100 %
8/15/2020 4:00:00 AM − 5:00:00 AM	13 msec	9 msec	17 msec	1 %	0 %	100 %
8/15/2020 5:00:00 AM − 6:00:00 AM	12 msec	9 msec	17 msec	0 %	0 %	100 %
8/15/2020 6:00:00 AM − 7:00:00 AM	13 msec	9 msec	17 msec	1 %	0 %	100 %
8/15/2020 7:00:00 AM − 8:00:00 AM	13 msec	9 msec	18 msec	<1 %	0 %	100 %
8/15/2020 8:00:00 AM − 9:00:00 AM	15 msec	11 msec	20 msec	<1 %	0 %	100 %
8/15/2020 9:00:00 AM − 10:00:00 AM	19 msec	10 msec	34 msec	<1 %	0 %	100 %
8/15/2020 10:00:00 AM − 11:00:00 AM	16 msec	9 msec	31 msec	1 %	0 %	100 %
8/15/2020 11:00:00 AM − 12:00:00 PM	13 msec	9 msec	18 msec	1 %	0 %	100 %
8/15/2020 12:00:00 PM − 1:00:00 PM	13 msec	9 msec	19 msec	<1 %	0 %	100 %
8/15/2020 1:00:00 PM − 2:00:00 PM	13 msec	9 msec	18 msec	0 %	0 %	60 %
8/15/2020 2:00:00 PM − 3:00:00 PM						0 %

i would love to hear thoughts from the experts @Datalink  and @-G-  . 

my setup: CODA modem running in bridge mode. 

[-G-]

@ddude  Kudos for implementing a fix what works well for you!

I think that it's great that you measured your network performance, implemented a prescriptive solution, and then confirmed that your optimization attempts achieved the desired results.

I have also tested SQM / Cake on OpenWrt with good results.  I currently have it disabled.  I'm not a gamer and my upstream traffic is relatively low, so bufferbloat is not causing problems for me at the moment, and enabling SQM does put additional load on the router's CPU.  Nevertheless, it's nice to have a fix ready that can be enabled when needed.

[Natto]

Hello @-G-  , @RogersMoin 

I use VPN for work.   The intermittent signal drops and the slow upload speeds do have a substantial impact on my ability to work from home effectively. Any suggestions for fixes?  Update: post tech visit, I was informed there is a problem with the "node" feed servicing my neighbourhood.  He referred to a "green box" near my neighbour's property.

[ddude]

@-G-  i'm not a gamer, my issue was getting usable internet and get rid of frequent disconnects on VPN, skype, Webex sessions that are now the norm since everyone is working from home .

also this is not a fix, its just a band aid that helps my internet perform a bit better that previous state. 

having said that, Rogers really need to look into this as this issue is impacting lot of subscribers .  not all subscribers have enough technical now how to fix it or implement something on tier side, or even have a router than can support sqm for gigabit.  Heck I run an ER4, and even with that I cannot handle sqm at gigabit and can only max out at around 400 Mbps.  but that is a drop i'm willing to take a slightly better usable internet. 

[-G-]

@ddude  Hi.  Sorry, I think I misunderstood the context of your last post.  I can see that you have been through a lot lately and it sounded like enabling SQM was more of an optimization effort than an attempt to stabilize a connection that is barely working.  There's nothing worse or more frustrating for a paying customer than a service that doesn't work properly.  It doesn't matter whether you are a direct Rogers customer or a TPIA customer; you are a customer that should be valued and there is no excuse for Rogers not delivering service of the highest quality.

"Internet Keeps Dropping" can mean different things to different people.  If your modem keeps disconnecting, or there is excessive noise on the cable plant, signals that are out of spec, a high number of uncorrectable codeword errors, excessive packet loss, faulty hardware, faulty infrastructure, etc., this needs to be fixed and only Rogers can fix it.  It pains me to see Rogers customers experience these problems, and it's absolutely heartbreaking whenever TPIA customers are put through support he11 and whenever Rogers spends more time actively NOT fixing problems than what it would take to just fix it.

"Internet Keeps Dropping" for some can also mean Wi-Fi problems or can be caused by customers improperly configuring network gear.  This is out of Rogers control.

In some cases, excessive network loads, bufferbloat, and other issues that cause excessive latency and jitter can also definitely be a problem.  The link to the Rogers network could be fine, Wi-Fi would be fine, but other factors are causing applications to disconnect and perform poorly.  This affects gamers, but anybody using latency-sensitive applications are "honorary  gamers" as well, and many people these days are dependent on an Internet connection that performs well for school, work, or staying connected with others for whatever reason.

@ddude  In your previous post, you said, "from all my research and reading online regarding the issue, it seems like rogers has a serious bufferbloat problem, which no one seem to acknowledge. they keep saying that they sent a tech to work on network, but nothing made a difference."  and that's why it sounded like you were finally just trying to eliminate bufferbloat for whatever reason.  Bufferbloat is caused by excessive packet buffering in network gear.  Huge packet buffers mitigate packet loss and keep the network working (hopefully more) smoothly when traffic levels spike.  As I said before, this causes unwanted jitter for gamers and can break some applications.  Some ping  clients also erroneously report packet loss when ping RTTs / ICMP Echo Replies are delayed beyond a certain threshold.  I wasn't sure if you were seeing actual packet loss or just perceived packet loss, or if actual packet loss was due to Rogers dropping packets (due to packet buffers overflowing or uncorrectable codeword errors) or if this was occurring on your side.  It wasn't clear to me what problem you were actually trying to solve by enabling SQM.  QoS, traffic shaping and rate limiting are useful tools but enabling these should not have any effect on the stability of your Internet link.

[ddude]

hey @-G- 

no worries, I do think i came across a bit hard as my issue has been going on for over 2 months now.

for the packet loss , I had setup a PRTG monitor to the first hop from my modem to rogers network and that connection was seeing a packet loss. 

[-G-]

---

@Natto wrote:

I use VPN for work.   The intermittent signal drops and the slow upload speeds do have a substantial impact on my ability to work from home effectively. Any suggestions for fixes?  Update: post tech visit, I was informed there is a problem with the "node" feed servicing my neighbourhood.  He referred to a "green box" near my neighbour's property.

---

It sounds like Rogers has confirmed a problem in your area.  Depending on the nature of the problem, there may or may not be much that you can do.  Are you actually seeing a bunch of errors in your modem's Events log (that would be indicative of a problem with your connection to the Rogers network) or is it a case of an overloaded node and poor network performance that is causing problems for you?