Internet stops working at 9pm

[matt2182]

Got a phone call today telling me my Internet was fixed! I guess fixed means 50-100% packet loss with 2000+ms ping and 40-60mg of jitter!

Then I got to spend an hour and a half on tech support with rogers trying to get them to escalate this issue. What a grand Friday night!

Just like clockwork 9pm every night!

[karmn]

8 PM, even on Sundays..  here we go again.

[matt2182]

Call tech support again and force them to escalate it, no matter how long you have to wait on hold. After my last call and being on hold for over an hour my Internet speeds seem to have gone back to normal (knock on wood)

[karmn]

Thanks for the advice. 10:30PM now and i've lost connectivity 6 times in the last 2 hours.

[Canehdien]

Internet connection issues every night at around 7pm to 9pm

It seems almost every night my internet slows to nearly nothing.  It happends between 7pm and 9pm which happends to be when I need it most.

We have had our modem changed, and our signal is fine.  It effects both Wired and WiFi.

I normally can't reach internet speeds tests sites, or when I can it ends up failing because of the issue.

The following are traces I have run while the issue is occuring, and after.

During issue:

Tracing route to google.ca [209.148.199.25]
over a maximum of 30 hops:
 
  1     4 ms     3 ms     3 ms  192.168.0.1
  2    22 ms    13 ms    11 ms  99.241.112.1
  3  2067 ms  2123 ms  2643 ms  67.231.222.193
  4     *     2500 ms  2206 ms  209.148.230.177
  5     *     2176 ms  2212 ms  24.156.157.82
  6     *        *     1767 ms  209.148.199.25

Trace complete.

After issue:

Tracing route to google.ca [209.148.199.25]
over a maximum of 30 hops:
 
  1    11 ms     5 ms    29 ms  192.168.0.1
  2    13 ms    22 ms    15 ms  99.241.112.1
  3    17 ms    17 ms    14 ms  67.231.222.193
  4    21 ms    22 ms    15 ms  209.148.230.177
  5    32 ms    47 ms    45 ms  24.156.157.82
  6    25 ms    49 ms    20 ms  209.148.199.25
 
Trace complete.

Is there anything I can do?  It looks to be an issue between 99.241.112.1 and 67.231.222.193 which are both owned by rogers.

[Gdkitty]

And the signal is fine, even durring the BAD time?


My guess.. is that one of the local nodes.. the 3rd hop on your traceroute there, is FAILING under its most heavy load (which would likely be in that timeframe)

I beleive this is something that would have to be escalted to maintenance?

Maybe @CommunityHelps can get involved.

[Canehdien]

Happening again tonight, like every other night for weeks.  This is the up and down stream during the issue.

Downstream Overview
Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	256QAM	-3.200	7	36.387
2	567000000	256QAM	-6.400	3	36.387
3	573000000	256QAM	-5.700	4	36.387
4	579000000	256QAM	-4.400	5	36.610
5	585000000	256QAM	-3.100	6	36.610
6	561000000	256QAM	-6.600	2	35.780
7	597000000	256QAM	-3.200	8	36.610
8	603000000	256QAM	-2.600	9	36.610
9	609000000	256QAM	-2.900	10	36.610
10	615000000	256QAM	-4.000	11	36.610
11	621000000	256QAM	-4.900	12	36.610
12	633000000	256QAM	-6.200	13	36.387
13	639000000	256QAM	-6.400	14	35.780
14	645000000	256QAM	-6.900	15	35.780
15	651000000	256QAM	-6.200	16	35.780
16	657000000	256QAM	-5.600	17	35.595
17	663000000	256QAM	-4.400	18	35.780
18	669000000	256QAM	-2.400	19	36.387
19	675000000	256QAM	-1.500	20	36.387
20	681000000	256QAM	-0.700	21	36.387
21	687000000	256QAM	-1.200	22	36.610
22	693000000	256QAM	-2.900	23	36.387
23	699000000	256QAM	-3.800	24	36.387
24	705000000	256QAM	-5.500	25	35.780
25	711000000	256QAM	-6.300	26	35.780
26	717000000	256QAM	-7.000	27	35.780
27	723000000	256QAM	-7.900	28	34.926
28	825000000	256QAM	-6.300	29	35.595
29	831000000	256QAM	-6.800	30	35.595
30	837000000	256QAM	-6.600	31	34.926
31	843000000	256QAM	-7.200	32	35.084
32	555000000	256QAM	-6.100	1	35.780

Upstream Overview
Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	30596000	ATDMA - 64QAM	32.750	1	6400000
2	38596000	ATDMA - 64QAM	37.500	3	3200000
3	23700000	ATDMA - 64QAM	32.000	2	6400000

I managed to connect to the google speed test and it returned the following results.

Latency: 94 ms

Server: Toronto

0.60 Mbps download

3.42 Mbps upload

I should have 100 download, 10 upload.

[matt2182]

Hello, So when I was having the same type of issue it turned out to be a overloaded node. It took multiple calls over a month long period to get it escalated far enough that it was actually rectified. Hope this helps somewhat.

[Gdkitty]

I wouldnt completely rule out a node issue..


But those signal levels, while still technically 'in spec', are pretty LOW, and jumping all over the place.

It may be part of the issue.

[Canehdien]

Contacted support last night via online chat.  Referenced this forum post.  They opened a ticket, and said they would have a tech monitor the nodes.

Tech called the next morning, asked a few more questions.  They resubmitted the ticket with the additional info.

We will see how it goes.  Thanks everyone.