@mousetamer send a message to @CommunityHelps to have the moderators arrange for another senior tech (Real Rogers tech) and to look into the notes on file. You've reached that point so its time for @CommunityHelps to make the necessary arrangements. What you're really interested in is whether or not a ticket has been raised against the neighbourhood node.
I'm assuming that you've had contractor techs for all three visits. I suspect that contractor techs aren't allowed to do anything with the neighbourhood node, other than connect or disconnect a line cable. Anything that needs to be done to or with the neighbourhood node probably requires a senior tech or a maintenance crew.
The fact that you see disconnects every day from 7:30 am until about noon could suggest two possibilities:
1. someone has a device connected to their network that shouldn't be connected and as a result, noise is injected into the cable system, affecting all modems connected to your cable run that extends from the neighbourhood node to the last modem on the line. If you're affected, then all modems on the line are affected.
2. There is an issue with the node output card that your cable run is connected to. In that case, it would require a maintenance crew.
3, There is some issue with the node itself, beyond the output card, that could be related to the overall load of the node. That load would ramp up in the morning, creating more heat internally within the node casing, and maybe a heat related problem.
Obviously you haven't had success so far, so I'd suggest reaching out to @CommunityHelps. If you do call into tech support again, I'd suggest doing so in the morning when you're seeing the disconnects. When you reach a Tier I tech, ask to speak with a Tier II tech to discuss problems with the neighbourhood node. The Tier I tech might try to dissuade you, but, the obvious question is, do you have access to the node data, yes or no.
If yes, then the question is, what's going on with the line card that you're connected to. Is that card showing multiple simultaneous disconnects? What are the signal to noise ratios along that line and where do they reach a minimum level. That's probably a good starting point for a senior tech or specialized contractor tech to investigate noise issues.
If no, then pass me onto a Tier II tech. The same questions apply.
@Natto I don't know what to say. When you posted your modem's signal table, your downstream signal & power levels were lower than normal and your upstream power levels were high. (Your modem was not receiving as strong a signal as it should and had to transmit at a higher power level so that its signal can be received by the node.) To me, that indicates that you either have an attenuator on your line that needs to be changed or removed, a lossy splitter, or a problem with your line; it could be any of a number of things anywhere along the signal path.
What did the tech ask you to check inside your home before pointing to a green box outside and indicating that it was the likely cause of your unstable Internet?
@Natto wrote:
The tech didn't ask me to check anything in the house. He assessed the connections outside. Only mentioned he believes it's a problem with the node. I have 2 cable outlets in the house, when I had problems with internet, neither of the TV boxes were detectable by Roger support either, so more likely to be something outside? There's a splitter where the modem connects to the incoming cable. I am going to bypass that to see if there's a diff.
I don't even want to guess as to what the problem could be. If the tech said that your signal levels were poor outside of the home, there's not much that you can do other than to make the best of things until Rogers crews fix the problems in your area. (I presume that the tech tried to find the best available tap for you on your local pedestal.)
The most important thing to know is what the signal levels are like at the point that they enter your home. From that point, every coax cable/splitter/coupler introduces loss and another potential problem. If I were you, I would connect the incoming Rogers feed from the street directly to the cable modem and take everything else out of the picture.
Your Downstream Signal strength should (ideally) be between -7 and +7 dBmV and the SNR (signal to noise ratio) should be 38 dB or higher.
Your Upstream Signal strength should be around 40 dBmV. Over 50 dBmV is concerning and needs to be investigated. 52 dBmV is the theoretical max and is considered a failure.
If you get good signal levels with your modem directly connected to the incoming feed, then you have problems inside your home.
Since you are also feeding cable boxes through conventional splitters, you would actually want to see downstream power levels that are higher than normal. If they are just okay, then keep in mind that everything else on the signal path to the wall outlets will degrade the signal.
Also, if you have any coax runs with nothing connected to them, they must be disconnected from the splitter... and ideally you should have terminator caps connected to any empty splitter ports. Every splitter along the path will also introduce at least a 3.5 dB signal loss. If the signal coming into your home is just barely acceptable, then you would probably also want to use a "0 gain" powered splitter to feed the coax runs to your wall outlets.
@Natto Actually, that is kinda better. At least now, your downstream and upstream signal strength is back in the normal range. Thanks also for posting the Events log.
The cable plant in your area could still have a ton of noise, which could explain why your SNR is less than great. Your modem also doesn't display error stats, and I wouldn't be surprised if you were getting a HUGE number of uncorrectable codeword errors.
If I were you, I would leave the modem where it is now and call into Rogers Tech Support. Have them check the signal levels to your modem, the error stats on your modem and on the CMTS, background noise in your area, and check to see whether any other alerts are showing up for your area. You'll probably need to get your call escalated to a Level 2 support tech. With any luck, they too will see that there is a problem affecting your area and will send out a senior tech or expedite a maintenance crew to get things fixed.
My Internet and Home Phone have also been experiencing intermittent outages for the past week. Last Monday (August 17) it was down for about 2 hours. Since then the disconnections have been random and last a few minutes once or twice a day. I'm not on the internet or phone all day, so there could have been more outages. TV has been working fine. I don't believe this is signal related. I checked my levels.
I PM'd the mods here and they confirmed that there was an interruption in my area, but it wasn't actually at the same time I was having issues. I'm wondering if some work in/near my area is causing these outages. Some sort of switchover or something. I don't recall anything like this in many years of having Rogers Internet and Home Phone. Perhaps once or twice a year there would be a brief interruption. I'll keep trying to keep track and will raise a ticket if this issue continues or gets worse. At this time I can live with an occasional outage of a few minutes, so I'm not going to start banging my head agains that Rogers wall yet. 😉 I'm sure you know what I mean.
@ClassyCanadian, your downstream DOCSIS 3.0 signal levels (channel 1 to 32) are a little high, but that shouldn't be a problem. The signal to noise ratios are ok.
The upstream DOCSIS 3.0 signal levels are higher than I would like to see, but, that also depends on the possibility of a splitter installed on the inbound cable from the external demarcation point. It would be worth looking at the cable, where it connects with the internal cable system just to see if there is a splitter installed. If there is, can you post the model number which is printed on the front of the splitter and let me know the port markings for the output port that the modem cable is connected to. It will probably be -3.5 or -7.
The DOCSIS 3.1 OFDM channel is probably higher than normal, but, that might not be an issue. The OFDM channel is used by the modem for its downstream data, so the upper DOCSIS 3.0 channels are not in use unless the modem bails out of the OFDM channel due to poor OFDM performance. There isn't enough data to determine the health of that channel, so, a call to tech support would be necessary to determine the signal levels, signal to noise ratios and most importantly, the QAM levels that are shown across the OFDM channel. That QAM level should be at 4096 for this modem. Anything less than that results in reduced performance. There is an additional data section that the users can't access for the OFDM channel which is unfortunate.
Ok, having said that, the signal levels as shown are within spec, but you're seeing disconnects, which can happen despite having acceptable signal levels.
For now, the question is, what are you seeing for packet loss, which is a good indicator of the health of the external cabling.
Run a trace to anywhere using a command prompt;
tracert www.google.ca
The second IP address in the trace is the Cable Modem Termination System. Ping that address:
ping xxx.xxx.xxx.xxx where this is the second IP address from the trace.
to stop the test, use: Ctrl c
To copy the bottom results, right click on the top title bar of the Command box. Select .... Edit .... Select All. Then right click again and select .... Edit .... Copy. Then paste that into something like notepad so that you can copy the bottom results and paste that into a post. Knowing the packet loss will allow you to indicate to tech support that despite the decent signal levels, you have a disconnect problem with x % packet loss.
Let that test run for at least an hour, and you can run that for much longer.
@ClassyCanadian my aplogies, I forgot to add the -t to the ping command. It should have read:
ping -t xxx.xxx.xxx.xxx where this is the second IP address from the trace.
to stop the test, use: Ctrl c
If you want to run the test for a fixed period of time you can set the number of pings to run. Windows will run 1 ping per second, so an hour's worth of ping testing would look like the following:
ping -n 3600 xxx.xxx.xxx.xxx where this is the second IP address from the trace.
to stop the test, use: Ctrl c
That test will run for one hour and then terminate automatically. To extend the test, simply use a number that happens to be larger than 3600. Fwiw, I run higher rate ping tests for 24 hours. In your case, I'd run a ping test for 24 hours so that you can determine the packet loss, or possibly the number of instances that you might end up with disconnects that are long enough to suffer from a VOIP failure.
@J_Pet since you've already had techs out to your home, seemingly without success so far, you should be able to request a senior tech (real Rogers tech). You should be able to do that by speaking with tech support, requesting a senior tech to check your cable services given the disconnect situation. If tech support won't support that request, don't bother with yet another contractor tech visit. If this is the case, where tech support won't dispatch a senior tech, send a message to the moderators @CommunityHelps. When you're logged into the forum, follow that link to their public page. Follow the link to "Send this user a private message", to the message composition page. Fill in the subject line, and details including your account number and modem's MAC address off the modem's status page so that the mods can look up the account and track down the modem to look at the modem signal stats. When you're logged into the forum, look for a number overlaying your avatar at the top right hand corner of the page. Follow that avatar, which serves as a link down to the message inbox to see the response from the moderators.
In a case like this, you need to be persistent, pushing this from contractor techs to senior techs to a maintenance crew, with as many site visits as required to solve the problem. Its possible that there's more than one problem afoot here, locally and beyond the local tap. The key is to be persistent, not let tech support swap modems again and again, and keep elevating the issue until the problems are resolved. Fwiw, the modems are pretty reliable, far better than users think, so, swapping a modem doesn't accomplish much other than annoy the end user. Not to say that they can't become unserviceable, but their actually pretty reliable.
Out of curiosity, what modem are you currently running? If you have the time and patience, can you copy the signal stats and post them? The signal data can be selected within the modem's user interface, just like any other document, right click .... Copy. Then in a new post, right click .... Paste. I'm curious at this point to see what if anything, the signal data might show.
As for credits for poor service, maybe the mods can arrange that, don't know. What you should be able to do is call customer service and request credit for poor past performance and a reduced rate going forward until the problems are fully resolved.
@tyler8292843 wrote:
Hello,
Just received my ignite package and I find that when I sign on with my brand new HP laptop and ONLY when I turn on this laptop the wifi drops. However, strangely enough the wired connections still work. It has intel10 so it should be completely up to date. I'm assuming it's a firewall issue. Any help would be appreciated. EVERY time I log on to my computer this happens. The internet comes back 5 minutes later but will drop out again like 8-10 minutes after. Very strange.
Welcome to the community!
FYI, a few other people have reported a similar problem and it is caused by an incompatibility between the WiFi hardware on some computers and the XB6 gateway. The WiFi hardware/driver on the client should not be crashing the XB6, and the XB6 should not be crashing when a problematic device connects to it. Until this issue gets sorted out, some have found the following temporary workaround helpful: https://communityforums.rogers.com/t5/Internet/Ignite-WiFi-Gateway-XB6-Losing-internet-connection-mo...
This same issue is also being discussed in another thread as well: https://communityforums.rogers.com/t5/Ignite-TV/Ignite-TV-WiFi-Disconnects-Randomly/td-p/442599
If you're using a Windows laptop, load Winfi Lite and track your wifi networks and that of your neighbours to see what happens to your network. Do the wifi networks actually stop running or, are they shifting channels which could cause them to drop out of sight, so to speak, if the 5 Ghz network changes from a high channel (149 to 161) to a low channel (34 to 48). That's due to the higher output power levels of the 149 to 161 channels. The appearance of dropping out of sight would be a combination of the lower power levels for the lower channels and the range from the modem to the mobile device.
Winfi LIte can be downloaded as a freebie download from: https://www.helge-keck.com/
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