I have been experiencing a lot of internet issues concerning speed and latency, for approximately a month. I have frequently contacted Rogers, in which two techinicans came to my house. The first technicain came to my house because my internet was offline for extended periods of times (aprox. a few hours each time). Maintenace also came to improve wireless signal. Afterwards, my internet did not imrpoved but was extremely slow where it was impossible to watch even just two minute YouTube videos. A second technican came and reset my modem and said that if problems persist, get a new modem, and I did, however the internet was still slow. Recently, multiple devices were able to connect to my wifi, but there was no internet connection available except for YouTube, no other website. I called Rogers, and my Modem was reset twice which temporarily resolved my internet problems, although a day after the reset, my internet is still slow despite all the technical assistance.
Main problems I am experiencing are:
- Generally Slow Internet
- Fluctuating ping/latency in online games, that makes them very laggy
Internet Plan: Hybird 30 & Techxpert
Modem Model: CGN2-Rog
System Time Fri Jul 22 06:31:48 2016 (UTC+0)
System Uptime 001 days 08h:30m:39s
Model Name CGN2-ROG
SW version 22.214.171.124
HW version 1A
RG Status ON
Wifi Status ON
NAT Status ON
DHCP Status ON
Firewall Status ON
Port 1 2 3 4 5 6 7 8
Frequency (MHz) 603.000 609.000 615.000 621.000 357.000 363.000 369.000 375.000
Modulation 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM
Signal power (dBmV) 1.915 2.111 1.742 1.783 -1.10 -1.08 -1.35 -1.00
Signal noise ratio (dB) 36.174 36.174 35.972 36.174 36.386 36.609 36.386 36.386
Channel ID 33 34 35 36 9 10 11 12
Port 1 2 3 4
Frequency (Hz) 30596000 23700000 38596000
Bandwidth (kbps/KHz) 6400000 6400000 3200000
ModulationType ATDMA ATDMA ATDMA
Signal power (dBmV) 45.2500 44.7500 44.7500
Channel ID 4 5 6
I have the Ignite 250u package and for two months, the maximum download speed that I am able to achieve is ~15mbps. Upload speed is 22mbps always.
Here's the weird part, if I run a speedtest for Toronto (my closest server), I get 310+ mbps. If I choose any other server location or any other test site, I get a max speed of between 3-15mbps. When doing file transfers from sites like microsoft or apple, I also hit a maximum of 15mbps. This result is achieved connected with ethernet directly to the modem.
I'm desperate to find a resolution to this problem.
FW: 126.96.36.199 (upgraded yesterday, no fix)
Speedtest.net (Toronto) 297.51 Down | 21.7 Up
cira.ca (Toronto) 5.2 Down | 20.4 Up
speedtest.shaw.ca (Winnipeg) 16.1 Down | 21.61 Up
bandwidthplace.com (Montreal) 1.52 Down | 20.39 Up
bandwidthplace.com (NY, NY) 4.08 Down | 19.98 Up
speedof.me (closest setting) 2.17 Down | 19.8 Up
Youtube 480p - Plays without buffering
Youtubte 720p - Barely plays - buffers lots
Youtube 1080p - Not playable
Youtube 4k - Forget it
Twitch Low Quality - Plays
Twitch HD - No playable
Netflix 720p - Plays with ocassional buffering
Netflix 1080p - Not playable
File download tests:
Download Windows 10 ISO from microsoft.com - 1.1MBps
Download movie from iTunes - 1.3MBps
Things I've tried:
My modem has been replaced, no change.
No splitters or filters on the cable.
Modem is on newest .22 firmware now, no change.
Calling tech support 4 times (3.5 hrs total time), no change
Tested bridged and non bridged.
Here's my modem stats.
Connected to a Casa Systems CMTS-MAC=00:17:10
@Jamie1995 your modem power levels are fine, both Downstream and Upstream. Same for the signal to noise ratios. The problem is the wifi channel usage. Your inSSIDer image shows two higher power networks running channels 6 and 11. Yours, and another network with a higher received power level. Essentially that means that the second unidentified network is potentially jamming your network causing very slow upload rates. If you look at the image, you can see your network outlined in blue. There is a second network with a higher received power level in orange, just above that. Below that, also in orange is a another network CIK007 running channels 6 and 11 which will provide a lower level of interference with your network as well as at least three other networks operating on channel 11, also causing a lower level of interference. The scale of the display has zero at the top, and descends from there. The data in the top left display can be sorted by selecting any of the data column title, causing that column and associated data to be sorted top to bottom, and then reverse sorted bottom to top if the column title is selected again. If you sort the signal column or channel column that can help compare your network against any other network with the same power levels or channels
There are a couple of scenarios to consider:
1. That the second network is transmitted by your modem. Do you happen to have Rogers Home monitoring running, or perhaps a guest network? That would explain the second network. If the answer is no, or not to your knowledge, and if the CGN2 was following the rules, it would not transmit a 40 Mhz wide channel, using channels 6 and 11 to do so, as the secondary channel, channel 11 is already occupied. The CGN2 in that case should be using channel 6. If the channel setting was set to Auto, it should select channel 1 as that channel offers the least amount of overlap.
2. That the second network does belong to someone else and the CGN2 is not following the rules and restricting itself to channel 6, as it should.
How to determine which scenario is applicable: Start inSSIDer and when the networks are displayed by the application, pull the power for the modem, which will cause the modem, and the networks transmitted from the modem to cease operation. The inSSIDer display will take about three to four minutes to fully update, but when it does, your network will drop from the display. If only your network drops, leaving the top unknown network up and running, then yup, it belongs to someone else and the CGN2 is not following the rules. If both networks drop from the display, then the modem is transmitting a second network for some reason. Home monitoring or Guest networks come to mind as we've seen similar occasions such as this in the past.
If it turns out that you have Home Monitoring, running on channels 6 and 11, that should be provided from a Rogers supplied Netgear router from what I understand. Maybe that has changed recently? I'll leave that for others to comment on. If you have a Netgear router running for Home Monitoring, call tech support and ask the CSR to change the channel bandwidth on that router to 20 Mhz and change the channel to channel 11 to reduce the conflicting channels. If you don't have a Netgear router and the service is provided thru the CGN2 then you should probably call tech support and find out what the current configuration rules are for running Home Monitoring. If you should have a separate Netgear router, then a tech visit is in order to install one.
If you don't have Home Monitoring, and that second network stays up and running as it belongs to someone else, you should change the channel bandwidth for the CGN2 to 20 Mhz and change to channel 1. Take the Channel selection off of Auto. Auto doesn't necessarily work very well all of the time, so you may have to keep an eye on what channels are occupied by using inSSIDer. The Hitron manual for the CGN2 shows a WIRELESS....ADVANCED page which contains the channel bandwidth setting, 20 Mhz or 20/40 Mhz. That should probably be set for 20 Mhz. I suspect that the ADVANCED page is not accessible by the user, so you will probably have to call tech support and have the CSR change the channel Bandwidth to 20 Mhz. Once that is done, you should be able to change the CGN2 channel to channel 1.
If the second network dies, along with your network, and you don't have Home Monitoring or an "intentional" Guest network running, then the CGN2 is running a second unidentified network, which could be a guest network setup by the previous user of that modem or a misconfigured Home Monitoring network which should not be running. Best thing to to is run a factory reset. On the WAN/LAN Backup page, there is a Factory Reset function. You can use that, or there should be a recessed reset pin at the back of the modem that you can depress for thirty seconds and then release. Both will reset the modem back to Factory settings which should, in theory wipe out the second network. You will have to reset all of the modem settings again, unfortunately. Fwiw, on a CGN3, I have seen problems where the Rogers USB setup key has been used to setup a Guest account. That Guest account and any other settings made by using the Setup Key were beyond the Factory Reset capability, and could not be wiped out. That might also be the case here. You would need to use that key, which I personally discourage, or call tech support to have the Guest account turned off. After the factory reset, when you have reset the modem settings, changed the wifi channel to channel 1 and changed the channel bandwidth to 20 Mhz (thru tech support if necessary), have a look at the wifi networks with inSSIDer. If you only show one network (yours) on channel 1, you've been successful. While you are talking with Tech Support previously to change the Channel Bandwidth to 20 Mhz, ask the CSR to check for a Guest Network and ensure that it is disabled. Ask him or her to enter a random string of characters for the passphrase to ensure that if it does go active, that it can't be easily hacked. At the same time ask the CSR to check for a Home Monitoring network. If you don't subscribe to that service, then it should not be operational on your CGN2. If it turns out that it is enabled for some reason, have it disabled.
Other considerations: The encryption settings for the wifi network should be as follows:
Wireless Mode: set to 11N only, unless you have a need to support older B or G devices.
WPS: Disabled This is no longer secure and should not be used.
Security Mode: WPA-Personal
WPA Mode: WPA2-PSK Use WPA2-PSK only, not Auto or WPA-PSK
Cipher Type: AES only. Do not use TKIP as this is no longer secure and it restricts the data rate to G rates (54 Mb/s)
Looking at your inSSIDer screen shot, there are overlapping channels for all of the 2.4 Ghz channels, so, there is no way to get away from the interference from other modems and routers. Channel 1 offers the best selection according to the image. That is something that you will have to keep an eye on. Switching to Channel 1, changing to 20 Mhz bandwidth and getting rid of that secondary network if it belongs to you will definitely help, hopefully to the point where you have reasonable performance. If that doesn't help, you will have to consider buying a router with external antenna which will provide better wifi performance, and / or move up to the 5 Ghz band. The 5 Ghz band on the inSSIDer screenshot is empty which indicates that your laptop doesn't support the 5 Ghz band, so, if you have another laptop or wifi desktop around with 5 Ghz capability, it would be worth looking at that band to see how busy it is, if at all.
Also note that Rogers has recently been switching its CMTS equipment from Cisco to Casa Systems, which has resulted in latency spikes, in my case up into the 200 to 300 ms range, just to the node beyond the modem, which is the CMTS. Rogers is currently working on this, but there is no resolution date from what I know.
Ok, that should do it for now. Let us know what you find.
I'm hoping it's this switch from Cisco to Casa that is causing these issues.
On 250/20 plan for over a year. Never had problems until recently, my contract renewed on July 5/6.
CSR noted that July 14 was when there was first signs of interference in the area. Can't tell when my problems started but was definitely after July 6-7.
0.19MBps/down (this was done few days ago before I reached out to CommunityHelp, always wired connection)
Technician came over today at 9:30am and said it was my splitters being bad but I took it with a grain of salt.
Internet starting showing heavy signs of lag/heavy packetloss at 1:30pm
Internet went down around 1:50pm. CSR said it was only a select few houses with internet down and they will send a technician in the area.
Internet back up at around 2:15pm but still very slow that i'm getting disconnected in my game.
Even http://speedcheck.rogers.com/en.html is unable to do a speedtest, just times out.
You have 20% packet loss just getting to the first node beyond the modem. Thats the CMTS. So, something is amiss. If this is still going on, call tech support and ask the CSR to run a signal check on the modem, looking specifically for packet loss and check your neighbors modems as well. I suspect that its not just you. You might have to keep calling in, everyday, until this is resolved. Same for your neighbors. The more people who complain about it, the higher the likelihood that it will be resolved sooner rather than later. The latency due to the Casa CMTS is another issue altogether. From what I have seen, it doesn't result in packet loss, just straight out high latency to anywhere.
Just for the heck of it, assuming that you are running the modem only, without a router, run an IPV6 test at http://ipv6-test.com/ If the IPV6 portion of the test fails altogether, run a factory reset on the modem and reset all of the parameters. Then run that test again. In theory you should see 19/20. The one failure will be due to the DNS name for your address, which Rogers is not supplying at this point. I've seen poor speedtest results from modems that have been updated to 188.8.131.52, but, have not had a factory reset run on them. So.... thats a possible contributor.
This sounds very very similar to my situation as well. You may see my post that was merged in above. I will do extensive testing to see if my ping and packet loss match the original posters situation and report back my results. Hopefully together we can get to the bottom of this.
I recently had a tech out as well who confirmed this issue, but was unable to help due to it being out of his scope.
@Datalink Yes, the tech referred it to maintainence. Two days later, the ticket was closed and marked as resolved with no explanation as to why, but the issue persists. Very frustrating. I had to call and have a technical supervisor open a new ticket. Here is the case # C113608588
Since the introduction of CASA my ping in online games went from high to very high, no packet loss thought.
but everyone I know as soon as they jumped on CASA network their latency is out of control.. you check the firmware thread, @RogersDave confirmed they are working a on fix for the high ping in online games.
I've been dealing with something similar for the past 2-3 weeks as well.
M3L area in Toronto.
Twitch streaming is unreliable and consistently disconnects 1-2 times per 10 minute interval.
Playing the Division on PC = frequent lag spikes, occasionally booted from the server entirely.
Phone support did a quick test, my modem/line seems fine, neighbours seem fine. Of course a quick test isn't an accurate way to test quality of service that is topsy turvy over timed intervals. CSR goes on to say well as long as you can surf the internet, we're not guaranteeing anything for Twitch (which is just uploading by the way) or online gaming.
I've duplicated this issue with the CGN3 in bridged mode to a Linksys WRT1900AC, then tried my back up Asus AC66U. And finally with the CGN3 directly connected to my gaming PC in bridged mode, as well as after when resetting it back to default gateway mode.
@scratchieepants, can you:
1. Log into your modem, navigate to the STATUS....DOCSIS WAN page, copy the downstream and upstream tables and paste them into a following post. The copy and paste process will paste in the text contents of the tables.
2. Load pingplotter from www.pingplotter pro. That will enable you to run a trace to a selected server and see what is happening along the way. With the application running, right click on the column title bar to bring up the menu, also select the MAX and JTR fields for display, then drag those fields to the right to sit alongside the MIN field. Also select the Focus drop down menu at the top and select all. Let that run to a selected server for about two to three minutes, then select Edit.... Copy as Image to grab the application image, dump it into something like Microsoft paint and save it. If you happen to be running IPV6 and therefore have an IPV6 address on the first line, wipe it out, save the image again and then post it into this thread. That along with the signal levels should tell us something about your current situation. Pingplotter Pro will run in Pro mode for 14 days and then switch to freebie version mode if you don't buy the intermediate or advanced licence.
3. Have a look at the STATUS .... DOCSIS Events page. Look for the following sequence in the logs: CMTS-MAC=00:17:10:xx:xx:xx Only the first three fields have any relevance here. If you have that sequence, it indicates that your modem is connected to a Casa Systems CMTS, which is a recent change from the previous Cisco CMTS equipment. This changeover has resulted in high ping times to the CMTS and beyond. Rogers and Casa are working on this but I haven't seen anything recently regarding any changes to equipment settings or a date by which this might be resolved. Please let us know if you happen to show that sequence in your Docsis Events log. Here's just one pingplotter image that illustrates the issue:
If you click on my name and then navigate to my profile and scroll thru the images you will see more images that illustrate the issue.
Hey there. I seem to be having the same problem as the other people here.
Im on the rogers ignite 250 plan.
And recently Ive been getting some really awful speeds. The upload speed is ALWAYS spot on.
Im getting roughly 10MB down 20+MB up.
One thing i noticed, When i restart my modem, or do a factory reset, everything will be perfectly fine for some time, usually 1-2 hrs. But then it will degrade within that time. another thing to mention, the speed seems fine late at night.
I dont understand The signal levels on my modem, But they seem to be completely different when things are bad, and when things are good.
Here are the readings when everything is running poorly.
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 591000000 256QAM 7.000 31 40.946
3 369000000 256QAM 5.300 11 40.366
4 375000000 256QAM 5.600 12 40.366
5 381000000 256QAM 5.700 13 40.366
6 387000000 256QAM 5.800 14 40.366
7 393000000 256QAM 6.200 15 40.366
8 399000000 256QAM 6.300 16 40.366
9 405000000 256QAM 6.500 17 40.366
10 411000000 256QAM 6.700 18 40.366
11 417000000 256QAM 6.600 19 40.366
12 423000000 256QAM 7.100 20 40.366
13 429000000 256QAM 7.100 21 40.366
14 435000000 256QAM 7.200 22 40.366
15 441000000 256QAM 7.100 23 40.366
16 447000000 256QAM 7.400 24 40.366
17 555000000 256QAM 6.900 25 38.983
18 561000000 256QAM 6.900 26 38.983
19 567000000 256QAM 6.700 27 40.366
20 573000000 256QAM 6.900 28 38.983
21 579000000 256QAM 7.000 29 40.366
22 585000000 256QAM 7.200 30 40.946
23 357000000 256QAM 5.500 9 37.636
24 597000000 256QAM 7.000 32 40.366
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID BandWidth
1 23700000 ATDMA - 64QAM 37.250 2 6400000
2 38596000 ATDMA - 64QAM 37.750 3 3200000
3 30596000 ATDMA - 64QAM 37.250 1 6400000
And when things are fine.
|Port ID||Frequency (MHz)||Modulation||Signal strength (dBmV)||Channel ID||Signal noise ratio (dB)|
|Port ID||Frequency (MHz)||Modulation||Signal strength (dBmV)||Channel ID||BandWidth|
|1||23700000||ATDMA - 64QAM||37.250||2||6400000|
|2||38596000||ATDMA - 64QAM||37.500||3||3200000|
|3||30596000||ATDMA - 64QAM||37.250||1||6400000|
Here is some other information that may be relevant.
I have been having minor Internet issues (inconsistent speeds for short periods of time) for the last month or so and after reading this forms have been tracking my DOCSIS WAN results for the last week..
When my Internet is working great my results look like this
Modem DOCSIS WAN results 7/30/2016
When my Internet is being inconsistent my results look like this
Modem DOCSIS WAN results 8/4/2016
Modem DOCSIS WAN results 8/5/2016
Port ID 22, 23 and 24 seem to very so much whenever my Internet isn't 100% what would cause this?
Also my DOSIS event log always shows errors whether my Internet is working 100% or being inconsistent my DOCSIS event log looks like this
Is it normal to always have errors in your DOCSIS event log? or should it just be empty if everything is working correctly.
Thanks for any advice/answers
@jsaraiva Ok, there's something a little strange going on. You're connected to a Casa Systems CMTS which by now means that you should be using a IPV6 address instead of IPV4. Unless you're running a router, I would say that a factory reset is in order to get the modem running properly. If you log into the modem and look at the IP Address in the upper right hand corner of the Status page that comes up when you log in, you should see two IP addresses, one IPV4, followed by an IPV6. Assuming that you don't see that, you need to run a factory reset. That should also resolve slow modem speed issues. Unfortunately, it will also require you to reset the modem parameters. After the reset, you should see both IPV4 and IPV6 addresses in that address field, and your connected devices will all be using IPV6 and IPV4 addresses (dual stack). From what I've seen, without a full factory reset, a CGN3ACSMR can end up in a state where it has an IPV6 address, but IPV6 is not usable and the modem data rates are not consistent. You can run a test for IPV6 by using http://ipv6-test.com/ to check for IPV6 and IPV4 connectivity. You should end up with 19/20 as Rogers doesn't provide a reverse DNS address, and thats ok. If you only have IPV4, with Windows 8 or lower, I think you will see 4/20. With Windows 10 and running IPV4 only it will show 11/20 by using Teredo Tunneling.
You're downstream signal levels are a little higher than what I would like to see, but they are still in spec. In theory that shouldn't cause any issues. The signal to noise ratios are good and your upstream signal levels are good.
Can you delete your Docsis log portion or delete the data field after "CM-MAC=", which is your modem MAC address. That shouldn't be left out in the open.
You're connected to a Casa Systems CMTS which is a recent development. These have replaced the previous Cisco CMTS equipment and it appears that an unintended consequence is a random high ping to the next network stop beyond the modem. That is the CMTS. If you look at the following images, that is what the ping situation looks like in my neighborhood. That is just to the CMTS, which is what the modem connects to, and thats before going anywhere.
This is the first image of that series:
Roges and Casa are working on this but I haven't heard anything recently regarding the issue.
Can you run a speedtest using the www.speedtest.net Toronto Telus server and let me know what the results are, for both good and bad times.
Can you also load pingplotterpro from www.pingplotter.com That will enable you to run a trace to a selected server and see what is happening along the way, www.google.ca for example. With the application running, right click on the column title bar to bring up the menu, also select the MAX and JTR fields for display, then drag those fields to the right to sit alongside the MIN field. Also select the Focus drop down menu at the top and select all. Let that run to a selected server for about two to three minutes, then select Edit.... Copy as Image to grab the application image, dump it into something like Microsoft paint and save it. If you happen to be running IPV6 and therefore have an IPV6 address on the first line, wipe it out, save the image again and then post it into this thread. That along with the signal levels should tell us something about your current situation. Pingplotter Pro will run in Pro mode for 14 days and then switch to freebie version mode if you don't buy the intermediate or advanced licence.
That plot will tell you and I if you have issues getting to the CMTS and anywhere beyond.
Ok, so try that:
1. Modem factory reset
2. IPV6 test at http://ipv6-test.com/
3. Speedtest at www.speedtest.net Toronto Telus server
4. Pingplot from pingplotterpro.
I am on 250 with a new ACMR modem, on .22 firmware
Since the introduction of casa networks, I get disconnected daily and I have the exact same error as you.
I am pretty sure it's linked to the CASA network, it's pretty unstable disconnects, and high jitter and latency until they figure it out. I don't believe the issue is isolated to you.