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@Snowberrie, most likely you have an external cable problem. All of your downstream signal levels are low and three of the upstream channels are at the failure point, in terms of their signal levels.
Call tech support and ask the tech to run a signal check on your modem, which is nothing but an automated display of the signal levels with colour coded result. The result should be an automatic failure, followed by a conversation to dispatch a field tech to your home to sort out the problem.
The tech should concentrate on the external cable and also determine if you have any splitters connected to the inbound cable. There shouldn't be any splitters in the cable system with an XB6,7, or 8 modem installed as they drop the inbound signal level and force the upstream levels up, possibly to the failure point.
My prediction is that the tech will replace the modem which will do nothing for you, and simply ignore the signal levels. Following that, you will once again have to call tech support to indicate that the first tech didn't resolve the issue, requiring yet another tech visit. That will probably result in yet another useless tech visit. This will result in yet another call to tech support, this time, to ask for a Senior Tech (real Rogers tech) to be dispatched to solve the problem. If he, or she can't solve the issue, it should then be elevated to a maintenance crew.
Your mission, should you decide to accept it .........
@Snowberrie, most likely you have an external cable problem. All of your downstream signal levels are low and three of the upstream channels are at the failure point, in terms of their signal levels.
Call tech support and ask the tech to run a signal check on your modem, which is nothing but an automated display of the signal levels with colour coded result. The result should be an automatic failure, followed by a conversation to dispatch a field tech to your home to sort out the problem.
The tech should concentrate on the external cable and also determine if you have any splitters connected to the inbound cable. There shouldn't be any splitters in the cable system with an XB6,7, or 8 modem installed as they drop the inbound signal level and force the upstream levels up, possibly to the failure point.
My prediction is that the tech will replace the modem which will do nothing for you, and simply ignore the signal levels. Following that, you will once again have to call tech support to indicate that the first tech didn't resolve the issue, requiring yet another tech visit. That will probably result in yet another useless tech visit. This will result in yet another call to tech support, this time, to ask for a Senior Tech (real Rogers tech) to be dispatched to solve the problem. If he, or she can't solve the issue, it should then be elevated to a maintenance crew.
Your mission, should you decide to accept it .........
@Snowberrie Is your Ignite Gateway connected at the same point as your old Hitron modem? Also, when you migrated from the legacy services to Ignite, did you or a Rogers tech perform any cleanup to remove splitters and disconnect any unused coax runs in your home?
The SNR on your Downstream channels looks okay but your power levels are on the very low side of acceptable. The power levels on your Upstream channels are high and at the failure point, and that is probably what is causing your connection to drop.
If your modem is now at the end of a long coax run and you have one or more splitters on the signal path, that would explain the instability that you are seeing. If your modem is connected directly to the coax line at the point-of-entry, then there is nothing that you can do to improve your signal levels and you will need to get a tech dispatched to troubleshoot your connection to the Rogers network.
?? There shouldn't be any splitters in the signal path. If the signal levels required dropping, that should be done via the correct signal attenuator. Your signal levels don't require dropping ...... At the present time, you should have an F-81 connector installed in place of the splitter. That looks like this:
https://www.homedepot.ca/product/ideal-3ghz-f-splice-adapter-10-pack-/1000751479
Do you happen to know what port the modem cable is connected to at the moment? The -7 and -3.5db port? Just curious at this point. If you removed the splitter and installed an F-81 connector, the downstream signal levels would rise and the upstream levels would fall by whatever the amount is indicated on the connected splitter port.
Fwiw, its possible that the cable was damaged during the burial. It wouldn't surprise me. With a buried cable, the field tech can run a Time Domain Reflectometer test, which is to fire a pulse down the cable, looking for a response from the other end of the buried cable. If you run the test from both ends of the cable, the tested cable length should be the same. If it turns out that the cable lengths are different, that means that the cable is either damaged or that there is water in the cable at some point. That would mean that its time for yet another cable.
If the cable and its connectors turn out to be ok, including the internal cable and its connectors, then its time to look upstream, starting with the local Tap (green pedestal), which is what that underground cable is connected to at the upstream end. From there, the techs will have to look further upstream, towards the neighbourhood node to determine where the fault lies. From the local tap and upstream, that's the responsibility of the Rogers techs. Contract techs can't touch the local tap other than to connect or disconnect cables, from what I understand.
So, if the contract field tech can't solve the issue, and all of the local cabling and connectors check out, then this should be elevated to a Rogers Tech right away.
@Datalink This would be the splitter in question. The blue wire is not connected to anything and capped (used to connect to the old phone modem)
Ok, so one of the other two cables is the modem cable? Don't know why the tech installed the splitter if it wasn't there before. That splitter should have been removed and replaced with an F-81 connector. If you don't have one around, its the same connector that is found in the wallplates. So, you could probably borrow one from a wallplate in the home. I'd replace it with a 3 Ghz connector as shown above.
@Snowberrie Your Ignite Gateway should have shipped with an F81 coupler. You can install that in place of the splitter. Disconnect the outputs of the splitter, one-by-one until you find the one that causes your Ignite Gateway to lose connectivity; that is the one that you should connect directly to the incoming coax line.
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