Let me preface that after last night's rant, the whole thing seemed to fix itself like Trudeau said about our economy. It was perfect, good pings, no PL, 0 dropped frames to Twitch.
However this morning, it's back again. The following is from a direction connection with the modem after a factory reset:
| HW Version | 1A |
| SW Version | 4.2.4.6 |
DOCSIS Overview
| Network Access | Permitted |
| IP Address | deleted |
| Subnet Mask | 255.255.252.0 |
| Gateway IP | deleted |
| DHCP Lease Time | 😧 06 H: 04 M: 20 S: 44 |
Downstream Overview
| Port ID | Frequency (MHz) | Modulation | Signal strength (dBmV) | Signal noise ratio (dB) | Channel ID |
| 1 | 591000000 | 256QAM | -3.000 | 37.356 | 9 |
| 2 | 597000000 | 256QAM | -2.800 | 37.636 | 1 |
| 3 | 603000000 | 256QAM | -2.700 | 37.636 | 2 |
| 4 | 609000000 | 256QAM | -3.000 | 37.636 | 3 |
| 5 | 615000000 | 256QAM | -3.400 | 37.636 | 4 |
| 6 | 621000000 | 256QAM | -3.600 | 37.356 | 5 |
| 7 | 633000000 | 256QAM | -3.900 | 37.636 | 6 |
| 8 | 639000000 | 256QAM | -4.300 | 37.356 | 7 |
| 9 | 645000000 | 256QAM | -4.600 | 37.356 | 8 |
| 10 | 651000000 | 256QAM | -4.900 | 36.610 | 10 |
| 11 | 657000000 | 256QAM | -4.500 | 36.610 | 11 |
| 12 | 663000000 | 256QAM | -4.000 | 36.387 | 12 |
| 13 | 669000000 | 256QAM | -3.500 | 37.356 | 13 |
| 14 | 675000000 | 256QAM | -3.600 | 36.610 | 14 |
| 15 | 681000000 | 256QAM | -3.500 | 36.610 | 15 |
| 16 | 687000000 | 256QAM | -3.500 | 36.610 | 16 |
| 17 | 693000000 | 256QAM | -3.600 | 36.387 | 17 |
| 18 | 699000000 | 256QAM | -4.000 | 36.387 | 18 |
| 19 | 705000000 | 256QAM | -3.200 | 36.387 | 19 |
| 20 | 711000000 | 256QAM | -3.000 | 36.610 | 20 |
Upstream Overview
| Port ID | Frequency (MHz) | BandWidth | Modulation Type | Signal Strength (dBmV) | Channel ID |
| 1 | 30596000 | 6400000 | ATDMA | 45.750 | 6 |
| 2 | 23700000 | 6400000 | ATDMA | 45.750 | 7 |
| 3 | 38596000 | 3200000 | ATDMA | 47.750 | 5 |
(google.ca):
DOCSIS Logs
The DOCSIS event logs is shown here
| No | Time | type | Priority | Event | ||||||||||||||||||||
DOCSIS Logs The DOCSIS event logs is shown here
|
Looks like I am still on the Cisco CMTS?
Bonus:
@scratchieepants you downstream signal levels are ok, as are the signal to noise ratios. The uptream levels are elevated above their normal 36 to 40 dBmV range which usually indicates that the external cable is aging. As that cable ages, the signal losses in both directions increase, so the downstream starts to drop and the modem output signal levels increase to make up for the losses outbound to the CMTS. So, at the present time those signal levels are still okay. The normal levels are 0 dBmV on the downstream with a 36 to 40 dB signal to noise level range. The upstream is normally in the 36 to 40 dBmV range. The downstream limits are +/- 15 dBmV but long before those levels are reached, users normally see signal issues somewhere in the +/- 8 to 10 dBmV range. The upstream limits are 51 dBmV, but Rogers apparently uses 52 dBmV as a failure point. Tech dispatch usually occurs at the -10 dBmV range or below on the downstream and 52 dBmV on the upstream.
Ok, looking at your pingplotter images, you have a large packet loss showing just reaching the modem. Were these taken via ethernet or wifi, and was the Focus time in the upper right of Pingpltter selected to All? If its selected to ALL, you will see the packet loss on the image even if it has come and gone. Thats ok, because its a big flag that tells you that at some point you had a large percentage of packet loss. The question is, is this an ongoing issue. To see that, rerun the test and select 30 seconds, or even 5 seconds if necessary as the Focus time in the drop down menu. If this is a persistent issue, it will constantly refresh and you will see that on the application. Same goes for any downstream losses.
So, thats the starting point, to resolve the initial packet loss to the modem and go from there. Please let me know how that was run, ethernet or wifi, and run any futher ping tests via ethernet to rule out any wifi issues.
Hi Datalink,
First of all, thanks for jumping in to help.
1: I had a 'new' install about 1.5 years ago. The line may be aging (assuming we're talking about the line from the locked box at the back of the house then into the house), but it's newer than most.
2: I know it's always important to isolate end cilent hardware from a trouble shooting perspective. But I feel perhaps my modem is at fault. Here's a ping plotter with me using my Linksys WRT1900AC with the modem in bridged mode:
Focus was set to "all"
I never use wifi for these tests, everything is via ethernet.
The image is for like 74 count, but looking now at the 244th count, still no PL from the PC to the router; using the same cables and hardware that were utlized during the direct connect test.
I will try another direct connection to my gaming PC and trying a different Ethernet cable. But doesn't this image above absolve my ethernet cable from the gaming PC of any fault?
Another image, ping plot to google.ca from my Acer mini pc:
One of the mods has to approve the image before anyone can see it. Still waiting for that.
Are you using a power bar of any type to run your computer equipment?
@scratchieepants, for some reason you have packet loss occurring between your modem and the CMTS. Call Tech Support and ask the CSR to run a signal check on your modem, and your neighbors modems, looking specifically for packet loss. If you drop that Focus time down to 5 seconds so that its current, and still see packet loss to the neighborhood node on line 2 (the CMTS), then the CSR should be able to detect that on the signal check. Comparing that to your neighbors will determine if the problem is isolated to your particular cable that runs from the outside tap to your home, or if its a problem will all modems connected to that tap. That points to the local tap or further upstream as the source of the problem. If so, have a chat session with your neighbors and get them to call in as well. The more complaints that occur, the quicker that this should gain the necessary attention. Ensure that when you are in conversation with the CSR, that you detail the problem, in terms of what the effects are on your pc's, gaming, video streaming, issues with cable tv signal and audio and with home phone service if you happen to have either or both. Sometimes a CSR will disregard packet loss, leaving a customer with no solution, however, if the problem is severe enough, despite what the signal check shows, it should be examined by a field tech. Is there any chance of any new equipment in the house that could bleed noise into the cable, and that doesn't mean anything near the modem itself? Anything in close proximity to the cable, anywhere in the house could cause noise issues.
Keep in mind that basic power bars commonly use metal-oxide varistors to prevent any overvoltage condition from damaging connected equipment. These are usually much simpler than the Belkin AV power conditioner that you have. These varistors age and eventually can fail, causing enough RF noise to kill cable and ethernet signals. That's why a CSR will ask you to disconnect them if you have them running, just as a check for noise generated by a power bar. Looking at your images, the problem exists between the modem and the neighborhood node, so, thats the place to start looking.
Can you delete the second image as it has your modem MAC address in it. I'd prefer that this isn't left out in the open as its a security hazard.
@Bromoran, whenever you see those low levels at the upper frequencies or if they rocket up past 30 dBmV, call tech support and ask the CSR to run a signal check on the modem. Let him or her know that you have a 10 dBmV roll-off from the low to high frequencies coupled with a roll-off in the signal to noise ratios at the high frequencies as well. I'm not sure if they see the actual levels, but that should emphasize the point that you have some type of cable problem. Those levels should all be clustered around 0 dBmV, give or take a dBmV or two, with a stable signal to noise ratio in the 36 to 40 dB range. Let the CSR what your dealing with in terms of internet access and if you have any other issues with Cable TV such as image pixelation or audio problems, and/or any problems with Home Phone service.
The signal check and discussion should lead to a tech visit to inspect and replace any problematic cabling and/or connectors.
Rogers: 1-888-764-3771
Yup, looks like you have cable issues. Time to call Tech Support. You're missing the 4 upper channels.
Were you able to contact tech support and if so, what did the CSR indicate regarding your signal issues.
In terms of the latency spikes, have a look at the response from @RogersDave in message # 472 on the following page.
Hopefully I understood what you were asking about 🙂
@jsaraiva, understand now. I thought I had responded to your other post but I don't see the response anywhere, which is a little odd.
Your first pingplot shows packet loss to the modem which is a little odd. Was this done via wifi or ethernet? The plot also shows packet loss to the next node, which will be the neighborhood node (the Casa CMTS) as well as a high Max ping time.
The second pingplot also shows packet loss to the Casa CMTS as well as a high Max ping time.
Your signal levels on the downstream side are high, which make me think that you're in an apartment, condo or highrise of some type. Is that correct?
The high pingtimes are the result of the installation of the Casa CMTS. If you talk to tech support about that problem, tech support will not be able to solve it for you. Most likely it would be new news for the CSR that you end up chatting with, so, personal opinion, don't even go there. The forum and forum staff are probably way ahead of Tech Support on this issue, which is an engineering problem that Rogers, Casa and Hitron are working on.
The packet loss to the CMTS on line 2 is another story. Call tech support and ask the CSR to run a signal check on the modem, looking specifically for packet loss and background noise. Ask him or her to check the noise history over the last 24 hours to see if it has been consistently bad. The best time to call is when you see packet loss with pingplotter and the Focus time is set to 5 or 30 seconds, meaning any packet loss that you are seeing is essentially real time and/or when your internet speeds are very bad. Don't reset the modem. Let the CSR see that data when the modem is at its worst performance levels.
Indicate to the CSR that you are seeing packet loss to the CMTS, and have terrible speeds. Also indicate that a modem restart temporarily resolves the issue. That is really indicative of a cable issue of some type, but the high signal levels will definitely add some confusion to this issue. A restart will offer temporary relief for a problem like this, but it doesn't resolve the underlying issue. That will take a tech visit to sort out. Also indicate to the CSR if you are having any issues with Cable TV such as picture pixelation or audio problems, and/or issues with Home Phone service.
Hopefully the signal check will show the packet loss and noise issue if one does exist and the CSR will arrange for a tech visit to sort out the cable issues. Please let me know how that discussion turns out.
To keep an eye on the modem to Casa CMTS problem, you can use pingplotter. When its running, copy the IP address in line 2, which is the Casa CMTS. Then paste that into the address bar as the ping target and let the application ping the CMTS. You will see results that looks similar to the images in my library, located here:
http://communityforums.rogers.com/t5/media/gallerypage/user-id/829158
As you can see from the images in the first two to three rows, the pings times to the CMTS are random and can be very high, but, there is no packet loss. So, the goal at the present time is to correct your packet loss issue which hopefully is a straightforward cable issue.
V4.5.8.21 has been released network wide and V4.5.8.22T1 is now the trial version. V4.5.8.16 was the firmware that resolved the LOL lag issue last year, along with many other problems.
Reading your prevous post again, in order to run IPV6 with your pc, you will have to set up a firewall rule to allow IPV6 ICMP. IPV6 relies on ICMP, so without it you will probably run into problems. If you didn't want to run IPV6 on your pc, you can drill down into the adapter settings and disable IPV6 completely.
@Dishaled, looking back at your modem data, your downstream signal levels and signal to noise ratios are fine, the upstream has one channel which is very close to the upper signal limits, which really indicates that there is a cable and/or connector issue on the go. Was that taken after the tech visit and connector change? Rogers apparently uses 52 dBmV as the fail point although the Docsis 3 spec indicates 51 dBmV as the upper limit for the Upstream Signals. So, if thats the condition that it was left in, they, yes arguably its still within Rogers "spec limits" although its very close to the failure point.
Beyond that your ping times are definitely well beyond where they should be. You're connected to a Casa Systems CMS which is new, and which is resulting in random high pings to the CMTS, reaching as high as 200 to 300 ms. But, you're well beyond that. So, something is amis.
Can you load pingplotterpro from www.pingplotter.com. It will run in PRO mode for 14 days before it kicks down to Freebie mode if you don't buy the intermediate or advance licence. When you have that loaded, run a test session out to something like google.ca. When the application is running, right click on the top title bar to bring up the column menu. Select MAX and JTTR to display those colums and drag those columns right so that their sitting beside the MIN column. In the Focus drop down menu on the upper right, select ALL for now so that it holds and displays the extreme values of the MIN, MAX, Jitter and Packet loss data and averages the ping times from the time that its selected. This will show if at some point you have packet loss problems, even if that comes and goes. Drag the bottom area up to the bottom of the data area to expand the scaling. Let that run for three to four minutes. Then, select Edit .... Copy as Image. Dump the clipboard contents to something like MS paint, wipe out the line 1 address as it will most likely be an IPV6 address for your modem and then save that image. Run another test but this time change the Focus time in the upper right to 30 seconds. Let that run for a minute or two. This will show if you have ongoing packet loss problems as the data lookback is only 30 seconds instead of all of the data. Then run the same Edit .... Copy as image routine...... If you see any packet loss shown in the packet loss column at any time, copy that image and save it to post. That's what I'm interested at this point.
Insert those images into a post and indicate which Focus time is applicable.
When I have a look at those results I might have another request or two for some additional tests and images.
For now, what you should also do is call tech support and ask the CSR to run a signal check on your modem and the neighbors modems, looking for signal level and ping time issues. If you're seeing those high ping times, then the tech should be able to detect those as well. The problem at this point is the issue between the Casa CMTS which you're modem is connected to, and the modem itself. That is contributing to this problem. The other part is most likely a cable and / or connector issue. The CSR that you chat with will probably be unaware of the Casa CMTS - Hiton modem issue. Leave that one alone for now, but, believe me it has Rogers attention. Concentrate on the signal issue and resulting ping problems. Resolving the signal issue will most likely drop those ping times to a much better average, at least as good as can be attained until the Casa CMTS - Hiton modem issue is corrected.
If you look at the top two to three rows in my image library, you can see the ping time to the Casa CMTS that I am connected to. That is the next node beyond the modem. The average is around 20 ms with pings reaching as high as 200 to 300 ms.
http://communityforums.rogers.com/t5/media/gallerypage/user-id/829158
Edit: One thing that I forgot to ask, was that ping test done via ethernet or wifi connection? If it was wifi, can you redo that via ethernet and post the results again?
- last edited on by
RogersMoin
@Bromoran, just to let you know, I read your previous post from today. What a load of .... Was that a contract tech or a real Rogers tech?
In any event, just a quick response for now, looking at your last two screen shots. It looks like you might have a case of noise injection into the cable system by one of your neighbors, causing problems for all of your neighbors. It alternates between good and bad, thats obvious. The trick to this is call into tech support when you see the bad signal conditions. Ask the tech to run a signal check and look for packet loss and noise. Also ask the tech to check the noise history for the last 24 hours and check the neighbors modems for the same high frequency roll-off, packet loss and noise. The effect is seen across all of the channels but most noticeable in the high frequency ranges. So, put tech support on speed dial.
In support of that, you can look for packet loss and latency as well. The latency cannot be addressed by tech support as thats an issue that exists between the Casa Systems CMTS which is new, and the Hitron modem. Rogers, Casa Systems and Hitron are working on this issue.
Any packet loss however, if detected, can be address by tech support and the field techs.
Can you load pingplotterpro from www.pingplotter.com. It will run in PRO mode for 14 days before it kicks down to Freebie mode if you don't buy the intermediate or advanced licence. When you have that loaded, and started, right click on the top title bar to bring up the column menu. Select MAX and JTTR to display those columns and drag those columns right so that their sitting beside the MIN column. In the Focus drop down menu on the upper right, select ALL for now so that it holds and displays the extreme values of the MIN, MAX, Jitter and Packet loss data and averages the ping times from the time that its selected. This will show if at some point you have packet loss problems, even if that comes and goes. Then start a test session out to something like google.ca. and hit the green "Go" button. Drag the bottom area up to the bottom of the data area to expand the scaling for that lower data area. Right click on the lower area and set the display time for 5 minutes. Let that run for five minutes, filling the lower display area. Then, select Edit .... Copy as Image. Dump the clipboard contents to something like MS paint, wipe out the line 1 address as it will most likely be an IPV6 address for your modem and then save that image. Run another test but this time change the Focus time in the upper right to 30 seconds. To start that, hit the down arrow next to the pause button and select "Reset and Restart". Let that run for a minute or two. This will show if you have ongoing packet loss problems as the data lookback for the upper data area is only 30 seconds instead of all of the data. Then run the same Edit .... Copy as image routine...... If you see any packet loss shown in the packet loss column at any time, copy that image and save it and post that data. Thats what I'm interested at this point.
Insert those images into a post and indicate which Focus time is applicable..
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