Modem overloaded?

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I Plan to Stick Around
Posts: 12

Re: Modem overloaded?

This is how "ping www.rogers.com" looks from my side:

 

- Time to live exceeded in transit 

- No response found

- RST

 

Rogers Ping.jpg

I Plan to Stick Around
Posts: 12

Re: Modem overloaded?

It looks like a loop in routing that is causing TTL to expire in combination with no response.

 

Rogers Ping.jpg

I Plan to Stick Around
Posts: 12

Re: Modem overloaded?

 

 

 

 

 

 

Retired Moderator RogersHassam
Retired Moderator
Posts: 571

Re: Modem overloaded?

Hi @bkriznar,

 

Is your son playing online PC games or is this regarding online gaming issues with a gaming console? If it's for online PC gaming, have you tried connecting his computer directly to the modem via ethernet? If you search online, generally gamers are not happy using WiFi and I have experienced this with every ISP I've used in the past myself. 

 

@Datalink@robindp@Gdkitty, any suggestions? 

 

Thanks, 

RogersHassam 

I Plan to Stick Around
Posts: 12

Re: Modem overloaded?

Hi @RogersHassam

 

As I mentioned in my prevous posts, the gaming machine is connected directly to the modem and the same hardware/software worked fine on Rogers Internet in Ottawa a month ago, as we didn't have timeouts every few minutes - TELUS Cell Network doesn't have them either as you can see in my previous post.

 

Can I replace my Hitron modem with some other type?

Resident Expert
Resident Expert
Posts: 6,362

Re: Modem overloaded?

@bkriznar, can you post another pingplotter test and shrink the bottom window so that I can see the whole trace in the top window, from the modem all the way to the end server.  None of your previous posts show the whole trace.  Looking back at your signal levels, the downstream is slightly low but that shouldn't be causing any problems.  So, I'm wondering what is going on at the neighborhood node, which your modem connects to, which is why I need to see the whole trace.

 

If you have a Hitron CGN3ACSMR as seen by the product sticker at the back of the modem, that is the best choice for gaming when firmware version 4.5.8.16 is loaded.  By now you should already have that loaded, if that happens to be the modem that you have at the moment.

 

Edit:  Please run the pingplotter test out to something like www.google.ca



I Plan to Stick Around
Posts: 12

Re: Modem overloaded?

Hi @Datalink,

 

Yes, I have Hitron CGN3ACSMR  firmware version 4.5.8.16 is loaded, and Contractor and Senior Rogers  Technician have already checked the signal levels on site.

 

Attached, please find the whole trace as you asked - please advise:

 

GOOGLE 20160315.jpg

 

Host Information
1,hitronhub.home,192.168.0.1
2,INTEL_CE_LINUX,7.11.163.241
3,INTEL_CE_LINUX,209.148.241.101
4,INTEL_CE_LINUX,69.63.249.185
5,INTEL_CE_LINUX,69.63.248.226
6,www.google.ca,209.148.198.218

Sample Information
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"3/15/2016 10:33:59 PM",1,15,19,15,15,25
"3/15/2016 10:34:00 PM",1,11,13,11,21,11
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"3/15/2016 10:34:02 PM",1,13,13,13,23,23
"3/15/2016 10:34:03 PM",1,10,20,20,30,20
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"3/15/2016 10:34:06 PM",1,18,18,27,18,17
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"3/15/2016 10:38:38 PM",1,16,16,16,16,11
"3/15/2016 10:38:39 PM",1,12,12,22,22,12
"3/15/2016 10:38:40 PM",1,9,14,19,19,19
"3/15/2016 10:38:41 PM",1,23,13,23,14,24
"3/15/2016 10:38:42 PM",1,20,20,19,20,19
"3/15/2016 10:38:43 PM",1,15,15,16,25,15
"3/15/2016 10:38:44 PM",1,11,21,21,21,21
"3/15/2016 10:38:45 PM",1,17,17,7,17,17
"3/15/2016 10:38:46 PM",1,13,13,13,23,13
"3/15/2016 10:38:47 PM",11,10,21,20,21,14
"3/15/2016 10:38:48 PM",1,25,15,15,25,15
"3/15/2016 10:38:49 PM",1,12,11,22,22,12
"3/15/2016 10:38:50 PM",1,18,18,18,18,18
"3/15/2016 10:38:51 PM",1,15,15,15,18,15
"3/15/2016 10:38:52 PM",1,19,19,14,19,19
"3/15/2016 10:38:53 PM",1,14,14,27,17,14
"3/15/2016 10:38:54 PM",1,21,21,11,21,22
"3/15/2016 10:38:55 PM",1,21,20,19,18,18
"3/15/2016 10:38:56 PM",1,11,21,21,21,21
"3/15/2016 10:38:58 PM",2,13,19,19,20,19

Resident Expert
Resident Expert
Posts: 6,362

Re: Modem overloaded?

You have problems right from the first node which is either the neighborhood node that your modem connects to, or its the Cable Modem Termination System entry point.  This is the point where you should be talking with Tech Support to check the node and check the other modems connected to the node.  It might be a case of congestion at the node due to too many subscribers running off of that node.  A tier 2 CSR could tell you what the current load is on the node in terms of a percent of its maximum capacity.  That would be worth knowing if you continued to end up with packet losses during high load conditions. 



I'm Here A Lot
Posts: 5

Re: Modem overloaded?

We have been having issues since December 2015, in Jan we upgraded our Internet service to a 100u package and we got a new modem (CGN3ACSMR). Since then the modem has been restarting by itself multiple times every day. We had had 3 techs visits, and they have changed all the connectors ends, spliters, and they even added a booster. (We are also in our 3rd modem) The problem persists, tomorrow we will have a visit from another tech. I have been readaing about similar issues with other Rogers customers (older posts) and those posts point to over subscription on the system. I would not know if I have the same issue about not able to login after 2 weeks, but as the modem reboots itself every day, I get no chance to test that.

There a sugestion that to help aleviate the issue, I have get the modem out of gateway mode.

 

Any help would be appreciated.

 

Here is some of my Event logs:

1503/16/16 18:37:3573040100noticeTLV-11 - unrecognized OID;CM-MAC=f0:f2:49:0e:c9:d0;CMTS-MAC=00:05:00:e2:15:22;CM-QOS=1.1;CM-VER=3.0;
1603/16/16 19:37:4190000000warningMIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=f0:f2:49:0e:c9:d0;CMTS-MAC=00:05:00:e2:15:22;CM-QOS=1.1;CM-VER=3.0;
1703/16/16 19:37:4473040100noticeTLV-11 - unrecognized OID;CM-MAC=f0:f2:49:0e:c9:d0;CMTS-MAC=00:05:00:e2:15:22;CM-QOS=1.1;CM-VER=3.0;
1803/16/16 19:37:4882000200criticalNo Ranging Response received - T3 time-out;CM-MAC=f0:f2:49:0e:c9:d0;CMTS-MAC=00:05:00:e2:15:22;CM-QOS=1.1;CM-VER=3.0;
1903/16/16 20:37:3490000000warningMIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=f0:f2:49:0e:c9:d0;CMTS-MAC=00:05:00:e2:15:22;CM-QOS=1.1;CM-VER=3.0;
2003/16/16 20:37:3673040100noticeTLV-11 - unrecognized OID;CM-MAC=f0:f2:49:0e:c9:d0;CMTS-MAC=00:05:00:e2:15:22;CM-QOS=1.1;CM-VER=3.0;

 

Here are the downstream upstream info:

 

Downstream Overview

Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1639000000256QAM-0.600740.946
2591000000256QAM-0.1001340.946
3597000000256QAM-0.500140.946
4603000000256QAM-0.500240.946
5609000000256QAM-0.500340.366
6615000000256QAM-0.400440.946
7621000000256QAM-0.400540.946
8633000000256QAM-0.800640.366
9645000000256QAM-0.800840.366
10651000000256QAM-1.100940.946
11657000000256QAM-0.6001040.946
12663000000256QAM-0.1001140.946
13669000000256QAM-0.4001240.366
14675000000256QAM-0.5001440.946
15681000000256QAM-2.2001540.946
16687000000256QAM-2.9001640.366
17693000000256QAM-3.2001740.366
18699000000256QAM-2.8001838.983
19705000000256QAM-2.5001940.366
20711000000256QAM-2.7002038.983
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandWidth
130596000ATDMA - 64QAM43.50026400000
223700000ATDMA - 64QAM43.50036400000
338596000ATDMA - 64QAM43.5001

3200000

Resident Expert
Resident Expert
Posts: 6,362

Re: Modem overloaded?

Your signal levels and signal to noise ratios aren't bad.  The upstream signal levels are slightly elevated above their normal 36 to 40 dBmV range, but where they are won't be a problem.  I would suggest downloading the freebie version of pingplotter from www.pingplotter.com.  Load that application, which is a combined trace and ping application and run a test to something like www.google.ca   Right click on the application when its running and select "Show Packet Loss Text Loss on Graph".  Also bring up the customize view selection and select all of the items in the list.  There are two windows on that application.  The bottom window can be raised so that the ping history has a bigger vertical scale.  To extract the data you can use the Edit.... Copy as Image and/or Copy as Text function.  When you copy that data as an image you can dump that from the clipboard to something like MS Paint and then insert the image into a post.

 

If you look up on this page, you can see an pingplot from @bkriznar.  The red on the plot indicates packet loss, starting at the first node beyond the modem, which isn't good news.  From a plot such as that its possible to determine if there are issues with excessively large ping times to a node, or packet loss somewhere in the path.  So, if you could give that a go and insert the image that might give us a better idea of what the problem might be.