@JSS_BRAMPTON your downstream DOCSIS 3.0 (chan 1 to 32) signal levels are too high, even by Rogers standards. The signal to noise ratios are fine as are the QAM levels.
The upstream DOCSIS 3.0 channels are a little low compared to what we normally see, however, if you're in an apartment/condo/highrise or in a house that is very close to the neighbourhood node, those levels would make sense.
The Downstream DOCSIS 3.1 OFDM channel would also be running at a very high level, but, the actual aggregated signal level, QAM level and signal to noise ratios are not presented in the user interface. Tech support has access to that data, so you would have to ask tech support specifically if the OFDM signal level, QAM level and signal to noise ratio were within spec. The QAM level should e at 1024 for this modem when the signal levels and signal to noise ratios are within acceptable ranges.
If the Customer Service Rep ran an signal check on the modem, that would produce a pass/fail indication, but, you would have specifically ask the CSR to check the OFDM data.
Fwiw, I refer you to the following thread regarding latency and packet loss that has been observed on the Rogers network over the last two months:
https://communityforums.rogers.com/t5/Internet/Brutal-latency-ping-Recently/td-p/454780
This is an ongoing problem where Rogers is completely silent as to the cause and any potential changes to correct the situation. There are hundreds (?) of complaints in that thread, in a corresponding reddit thread and direct complaints from most if not all of the TPIAs that use Rogers network, to no avail I would say. This might explain the problems that you are currently seeing, beyond anything that might be occurring due to your signal levels.
Personal opinion, you need a tech to install a 9 dB attenuator to drop the downstream signal levels. That will cause the upstream levels to rise by the same amount, but, after the attenuator, the outbound signal levels will be the same, and that will probably be fine as the outbound signal levels are controlled by the Cable Modem termination System (CMTS), so, if they needed to run at at higher level, the CMTS would command the modem to run at a higher output level.
Edit: a DOCSIS 3.0 modem on the Rogers network will typically run at 36 to 40 dBmV for upstream transmit power levels. The 4582 historically runs in the 30 to 32 dBmV range, so your upstream signal levels are a little low, but, they might be absolutely fine if the signal level and signal to noise ratios at the arriving end (neighbourhood node) are ok.
The tech will be able to access the modem signal levels before he or she arrives at your home. His or her immediate thought should be to drop the downstream signal levels down to 0 dBmV. A 9 dB attenuator will almost achieve that so that your downstream signal levels end up with a -0.4 to 4 dBmV range. That's not too bad.
A normal attenutor will also drive up the outbound signal levels by the same amount. In your case, that won't be an issue.
There is a Forward Path Attenuator that can be used to drop the downstream signal levels while leaving the upstream signal levels as they are. I don't know if Rogers uses the Forward Path Attenuators or if they stick to the typical attenuators that are used throughout the industry.
@Taab & @JSS_BRAMPTON
I would say BOTH of yours are on the high side.
'within spec' are + or - 10.
And both of them are getting up there or over.
Optimally should be close to 0.
So definitely would be worth getting a tech out to take a look at things.
Even just putting in a splitter, etc, which would drop down the signal level a bit.
@JSS_BRAMPTON how's that for service. Wish I could take credit for that, lol 🙂
Ok, as @Gdkitty indicated, your signal levels are still high, so yes, they could drop by another 3 dB. However, looking at the signal levels it would appear that there's a noise issue on the cable line that runs from the neighbourhood node to your local tap. My guess is that the noise source is fairly close to your home, unless its putting out enough noise that its affecting the entire line to a very large extent. If you look at the before and after results, you can see the drop in signal to noise ratio in the upper DOCSIS 3.0 channels (1 to 32). For a 6 dB drop in signal level, you also dropped about 6 db in signal to noise ratio.
Personally I wouldn't want the signal to noise ratio to drop any further, so I'd hold off on any further signal drop by installing a 9 dB attenuator. I think you'll run into problems due to the signal to noise ratio if you drop the signal level any further.
I think at the present time you should have a chat with tech support to determine if the senior tech raised a ticket last night for another senior tech or maintenance crew to look at the noise levels in your neighbourhood. Following that the conversation can take one of two directions, one, there is another senior tech or maintenance crew already assigned to a ticket to track down the noise, or two, the Customer Service Rep looks at the noise level up and down the line and raises a ticket to do the same. I think that should be the first step before another tech arrives to swap the attenuators. If so, then tomorrow's tech should be postponed for now.
If you have a chat with tech support please let us know how it went.
Edit: looking at your ping test results, the test to the DNS is pretty ugly. Can you run a short test, 50 pings and post the results, just to see what it looks like when its running? Run:
ping -n 50 64.71.255.204
Please post that entire test, from start to finish when its done.
@JSS_BRAMPTON here's an experiment I'd like you to try if you have the time and patience. If so I'd like you to run two command prompts simultaneously. To do that start one command prompt and then simply hold down the shift key and select the command prompt again to start the second instance.
1. For the first command prompt, run a ping test to the DNS: ping -t 64.71.255.204
Start that test and just let it run. To terminate it at some point use Ctrl +c
2. For the second command prompt, type in a trace command to the DNS but, don't fire that until you see a "Request timed out." The instant you see the time out, hit enter to start the trace. What I'm hoping is that you'll start the trace during a series of time outs, two or three timeouts in a row. I'd like to see what that looks like, if you can manage to pull that off. Looking at the ping results, its looks like you don't have to wait very long before a series of time outs occur. Its a bit of a guessing game when you trigger the trace, you won't know if you've hit the right multiple time out sequence until the trace is actually running and you see any additional time outs occur. To quickly reenter the trace command when its done, hit the arrow up key when your curser is in the second command box to return to the previously entered command. If you were using a series of commands, you can arrow up or down throughout the commands to reuse previously entered commands. In this case, arrow up and simply wait for the next "Request timed out." to occur and hit enter to rerun the trace.
How does that movie opening go "Your mission if you choose to accept it"...... Something like that.
Time and patience permitting, if possible:) Hopefully it might produce something that @RogersAndy or @RogersTony can use to forward to the engineers. No guarantees but, worth a look to see what it produces.
Also when you have time, can you run the following IPV6 trace and ping to the primary IPV6 DNS:
tracert 2607:f798:18:10:0:640:7125:5204
ping -n 50 2607:f798:18:10:0:640:7125:5204
Please post those results as well. To post the trace, please copy the trace results, paste them into a text editor and wipe out the entire portion of the hop #1 address to the right of the 2607 portion of the prefix. That hop #1 address is the modem's address which shouldn't be posted in an open forum. After wiping out most of that address please post the results.
@JSS_BRAMPTON did the tech do anything while he was there, swap connectors, check the external cable? Or did he just note the noise problem and kick that along to someone else?
Thanks very much for the traces. They don't contain the data that I was hoping for but thanks very much for giving it a go. I was hoping that you would see some huge discrepancy from hop #2 (CMTS) or possibly from another router downstream. There are a couple of higher returns from hop #2 in the group and a single high point in a downstream router, but, thats it. So, that's a little surprising at this point. Going to have to think about this .....
If and when you have time, can you have a look at the following:
1. Log into your modem and navigate to the BASIC .... GATEWAY FUNCTION tab. Have a look at the Router mode. Is it in Dual mode or IPV4 mode? Thats it for this step.
2. If the Router mode is in Dual mode, at a command prompt, run the following commands:
ipconfig
ipconfig/all
What you should see is that the ethernet or wifi adapter has an IPV6 address starting with 2607. If you look at the following page, the second example (Newer Next) shows the display with IPV6 running.
So, you should see that the adapter has an IPV6 address or group of IPV6 addresses first, then an IPV4 address. There may be more than one temporary IPV6 address.
So, if you do see an IPV6 or group of IPV6 addresses starting with 2607 (Rogers), but IPV6 trace and ping is failing, that implies that the CMTS is not configured properly for IPV6 ops. Yes, you're getting an IPV6 prefix assignment from the CMTS, but, the CMTS isn't allowing IPV6 data to return to the pc. Thats a CMTS configuration error of some type, which seems to be common these days for some reason.
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