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Stuttering TV and high packet loss in games

Mkrbc
I'm here a lot

Hi folks - Over the past couple months I've been having issues with our internet (I'm not sure but it seemed to correspond with an upgrade to the 1.5 gbps plan). I've already contacted support and they sent a contractor to the house who replaced a connection in the closet and replaced the modem to (I believe) the XB7. We've tried power cycling and restarting the modem, but it does not seem to resolve the issue. In some video games I am seeing 40-60% packet loss on the upload side of things. While watching TV or streaming Netflix the video stops and we have to pretty much restart the show or power cycle the TV. 

 

Before I try to get another technician visit I thought I'd try here. I'm somewhat tech savvy but a little unfamiliar with the jargon, but I appreciate any help folks here can offer. 

 

Here are the tables from the router:

Downstream Channel Bonding Value

13
1
2
3
4
5
6
7
8
9
10
11
12
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
34
33
34
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
651 MHz
279 MHz
579 MHz
585 MHz
591 MHz
597 MHz
603 MHz
609 MHz
615 MHz
621 MHz
633 MHz
639 MHz
645 MHz
657 MHz
663 MHz
669 MHz
675 MHz
681 MHz
687 MHz
693 MHz
699 MHz
705 MHz
711 MHz
717 MHz
723 MHz
825 MHz
831 MHz
837 MHz
843 MHz
849 MHz
855 MHz
861 MHz
216 MHz
350000000
216000000
41.7 dB
40.7 dB
42.0 dB
41.9 dB
41.8 dB
41.6 dB
41.7 dB
42.0 dB
41.7 dB
41.5 dB
41.8 dB
41.7 dB
41.7 dB
41.7 dB
41.8 dB
42.1 dB
41.6 dB
42.3 dB
42.3 dB
42.4 dB
42.4 dB
42.4 dB
42.3 dB
42.0 dB
42.0 dB
37.7 dB
38.6 dB
38.9 dB
39.9 dB
41.0 dB
40.8 dB
41.5 dB
40.1 dB
40.4 dB
39.9 dB
4.3 dBmV
1.4 dBmV
3.8 dBmV
3.7 dBmV
3.5 dBmV
3.4 dBmV
4.0 dBmV
4.3 dBmV
4.1 dBmV
3.8 dBmV
4.0 dBmV
4.3 dBmV
4.3 dBmV
4.1 dBmV
4.3 dBmV
4.7 dBmV
4.7 dBmV
4.5 dBmV
4.6 dBmV
4.5 dBmV
4.7 dBmV
4.7 dBmV
4.7 dBmV
4.6 dBmV
4.6 dBmV
1.8 dBmV
2.0 dBmV
1.8 dBmV
2.3 dBmV
1.9 dBmV
1.6 dBmV
1.9 dBmV
1.5 dBmV
0.0 dBmV
1.5 dBmV
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM
OFDM
OFDM

 

Upstream Channel Bonding Value

IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type

1
2
3
4
Locked
Locked
Locked
Locked
21 MHz
25 MHz
32 MHz
38 MHz
2560
5120
5120
5120
43.8 dBmV
46.0 dBmV
47.8 dBmV
46.5 dBmV
QAM
QAM
QAM
QAM
TDMA_AND_ATDMA
ATDMA
ATDMA
ATDMA

 

CM Error Codewords

IndexUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
3604162268
1458277952
1498350612
1492973829
1498377769
1498361176
1389342848
1498390109
1458373693
1498424924
1498462842
1476597026
1457848125
1466327779
1466556780
1498505388
1458515815
1498518994
1498533618
1439242779
1498586358
1498593731
1498599172
1464245547
1461467371
1446962847
1458718827
1447323473
1477243882
1498650759
1498676011
1498673758
4090569095
3604162268
3613402716
22251
1604
1578
1609
1722
1517
1494
302
1435
1391
1455
1349
1347
1076
1311
129
1592
1213
1221
1271
1152
1234
1347
1318
158
159
1326
1339
1342
1363
1266
2921959544
3613402716
31116
2420
6134
6204
6146
6122
6032
6159
21
6099
6024
6077
6104
6133
4796
6054
0
7912
6099
6036
6097
6270
6250
6079
6673
502
490
6667
6611
6537
6580
6587
22557
31116

 

*Added Labels*

8 REPLIES 8

Re: Stuttering TV and high packet loss in games

-G-
Resident Expert
Resident Expert

@Mkrbc  I'm not sure what's going on here.  The Power Levels and SNR on your downstream channels actually look quite good... but for some reason, you are getting uncorrectable errors across all downstream channels; that's packet loss.

 

Your upstream power levls are on the high side but still within acceptable norms.  Only Rogers can see the error stats on your upstream channels.

 

Where is your modem plugged in?  If you currently have it plugged into a power bar, removing the power bar completely and plug your gateway directly into a wall socket.

 

It's also possible that you have other problems on the Rogers cable plant but only a tech will have the tools to troubleshoot that.

Re: Stuttering TV and high packet loss in games

Mkrbc
I'm here a lot

Thanks for the reply. I did what you suggest and plugged into a different wall outlet. Unfortunately still having problems and a lot of lost codewords. 

 

IndexLock StatusFrequencySNRPower LevelModulation

13
1
2
3
4
5
6
7
8
9
10
11
12
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
34
33
34
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
651 MHz
279 MHz
579 MHz
585 MHz
591 MHz
597 MHz
603 MHz
609 MHz
615 MHz
621 MHz
633 MHz
639 MHz
645 MHz
657 MHz
663 MHz
669 MHz
675 MHz
681 MHz
687 MHz
693 MHz
699 MHz
705 MHz
711 MHz
717 MHz
723 MHz
825 MHz
831 MHz
837 MHz
843 MHz
849 MHz
855 MHz
861 MHz
216 MHz
350000000
216000000
41.7 dB
40.5 dB
42.0 dB
42.0 dB
42.0 dB
41.6 dB
41.8 dB
42.1 dB
41.6 dB
41.7 dB
41.8 dB
41.9 dB
41.7 dB
41.8 dB
41.9 dB
42.2 dB
42.2 dB
42.5 dB
42.5 dB
42.5 dB
42.4 dB
42.4 dB
42.4 dB
42.2 dB
42.1 dB
39.3 dB
40.2 dB
41.1 dB
41.6 dB
41.6 dB
41.9 dB
42.1 dB
40.0 dB
40.3 dB
40.0 dB
5.0 dBmV
1.7 dBmV
4.3 dBmV
4.2 dBmV
4.0 dBmV
4.0 dBmV
4.6 dBmV
4.9 dBmV
4.7 dBmV
4.4 dBmV
4.7 dBmV
5.0 dBmV
4.9 dBmV
4.8 dBmV
5.0 dBmV
5.4 dBmV
5.4 dBmV
5.2 dBmV
5.4 dBmV
5.3 dBmV
5.4 dBmV
5.3 dBmV
5.3 dBmV
5.1 dBmV
5.1 dBmV
2.9 dBmV
3.3 dBmV
3.3 dBmV
4.1 dBmV
3.9 dBmV
3.9 dBmV
4.2 dBmV
1.7 dBmV
0.4 dBmV
1.8 dBmV
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM
OFDM
OFDM

 

IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type

1
2
3
4
Locked
Locked
Locked
Locked
21 MHz
25 MHz
32 MHz
38 MHz
2560
5120
5120
5120
46.3 dBmV
49.8 dBmV
48.5 dBmV
46.5 dBmV
QAM
QAM
QAM
QAM
TDMA_AND_ATDMA
ATDMA
ATDMA
ATDMA

 

IndexUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
1674122334
90632280
90707824
90715724
90724653
90726023
90739106
90746404
90755003
90761157
90774177
90785842
90796694
90803616
90811764
90819371
90826455
90837343
90843755
90852318
90860001
90869293
90875327
90884301
90891083
90900492
90906135
90915567
90923975
90931307
90938460
90934751
2013766132
1674122334
1332048180
51197
1696
1800
1722
1753
1426
1320
1463
1443
914
801
568
518
376
334
332
246
209
166
142
105
90
99
70
51
114
104
79
58
77
67
1892895334
1332048180
51646
12212
264
164
270
190
96
149
123
57
2
41
44
1
5
0
0
21
0
0
0
0
0
0
0
0
0
0
0
0
0
0
46557
51646

 

 

 

Re: Stuttering TV and high packet loss in games

RogersZia
Moderator
Moderator

Hi @Mkrbc,

 

Welcome to the Rogers Community Forums!

 

Thanks for posting your results, looks like we may need to run further tests on our end. Please send us a private message at @CommunityHelps further assistance. 

 

 

 

RogersZia

 

Re: Stuttering TV and high packet loss in games

Thank I will try that today. I had a second tech visit yesterday who climbed the ladder and switched out the connector between our house and the cable line. I reset my modem after the visit and am still seeing a lot of uncorrectable codewords.

 

IndexLock StatusFrequencySNRPower LevelModulation

20
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
21
22
23
24
25
26
27
28
29
30
31
32
34
33
34
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
693 MHz
279 MHz
579 MHz
585 MHz
591 MHz
597 MHz
603 MHz
609 MHz
615 MHz
621 MHz
633 MHz
639 MHz
645 MHz
651 MHz
657 MHz
663 MHz
669 MHz
675 MHz
681 MHz
687 MHz
699 MHz
705 MHz
711 MHz
717 MHz
723 MHz
825 MHz
831 MHz
837 MHz
843 MHz
849 MHz
855 MHz
861 MHz
216 MHz
350000000
216000000
42.6 dB
41.8 dB
42.4 dB
42.4 dB
42.5 dB
42.2 dB
42.3 dB
42.6 dB
42.1 dB
42.3 dB
42.4 dB
42.4 dB
42.1 dB
42.1 dB
42.1 dB
42.2 dB
42.6 dB
42.3 dB
42.8 dB
42.8 dB
42.7 dB
42.6 dB
42.7 dB
42.5 dB
42.3 dB
41.2 dB
41.6 dB
41.5 dB
41.8 dB
41.7 dB
41.7 dB
42.0 dB
41.9 dB
41.4 dB
41.8 dB
10.3 dBmV
7.8 dBmV
9.7 dBmV
9.8 dBmV
10.0 dBmV
9.6 dBmV
9.7 dBmV
10.1 dBmV
10.3 dBmV
9.9 dBmV
10.0 dBmV
10.3 dBmV
10.2 dBmV
10.5 dBmV
10.2 dBmV
10.2 dBmV
10.4 dBmV
10.5 dBmV
10.7 dBmV
10.7 dBmV
10.4 dBmV
10.4 dBmV
10.4 dBmV
10.1 dBmV
10.0 dBmV
6.7 dBmV
7.0 dBmV
6.9 dBmV
7.4 dBmV
7.4 dBmV
7.3 dBmV
7.5 dBmV
8.4 dBmV
6.0 dBmV
8.5 dBmV
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM
OFDM
OFDM

 

IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type

1
2
3
4
Locked
Locked
Locked
Locked
21 MHz
25 MHz
32 MHz
38 MHz
2560
5120
5120
5120
42.5 dBmV
45.0 dBmV
37.3 dBmV
44.8 dBmV
QAM
QAM
QAM
QAM
TDMA_AND_ATDMA
ATDMA
ATDMA
ATDMA

 

IndexUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
1558951703
26690081
26974445
26994394
27016984
27055439
27078153
27100552
27123470
27145309
2833809
2865028
3120661
3145820
3196075
4013052
4034049
3217081
3235607
3283179
4439452
4460844
4253232759
4253478200
4253502992
4253520019
4253551743
4253566173
4253585680
4253605184
4253616903
4253615433
1809526088
1558951703
1228970118
186531
9645
9815
9531
9119
7118
6922
8175
8566
6424
5860
5517
5555
4302
3165
2676
2776
2324
1781
1394
1183
1081
1061
1052
817
736
819
687
657
644
611
1692497421
1228970118
144928
48904
1721
1459
1478
1431
1137
1229
1422
1498
1396
1295
1437
1687
1527
1140
927
1010
1142
818
583
619
591
601
618
567
590
598
566
571
573
562
86191
144928

 

Re: Stuttering TV and high packet loss in games

scrut
I've been here awhile

I am also seeing a lot of stuttering TV, Google Chat pauses where I type a message, and it shows up in italics for 2o to 30 seconds before it gets sent, and I have been told by people in meetings that my audio is completely garbled. My internet also freezes periodically.  I have only started seeing these things since yesterday, May16th.  What should I do?

Re: Stuttering TV and high packet loss in games

Hello, @Mkrbc & @scrut

 

Welcome to the Rogers Community Forums to you both.

 

@Mkrbc - I am noticing that the signal levels are a bit high on some of the downstream channels. It's disappointing to hear that the issue is still persistent after the service call. We will reply to you via private message shortly to look into this further.

 

@scrut - Thanks for the details you've provided thus far. Have you tried any troubleshooting steps as of yet? Are you connecting via Ethernet or WiFi on your devices? Please provide us with your signal levels to your modem. You can follow the steps here to find the  signal levels table: click here. Please post the results to the community to review.

 

We look forward to reviewing your results.

 

RogersTony

Re: Stuttering TV and high packet loss in games

scrut
I've been here awhile

@tony.  I rebooted the router, (left it  unpowered for 10 mins).  The problem seems to have gone away, since I haven't seen it since yesterday.  Mu audio in calls seems to be back to normal as per the people I am talking to.  Thsi was the first time I ever experienced this issue, and am glad a reboot seems to have fixed it.  Hopefully the issue won't return, or if it does, a reboot fixes it again.  Thank you.

Re: Stuttering TV and high packet loss in games

Mkrbc
I'm here a lot

Just for transparency I thought I'd give an update: TLDR - third tech visit and still having packet loss issues. After some private messages through the forum here it was determined another tech needed to come visit. A time was scheduled and on the day-of I received a message that the technician was on their way. Unfortunately the technician did not contact me or visit the house at all.

 

I suspected they went straight to the neighborhood hub and did some work there, so I reset the router and decided to see if there was an improvement. I've found that overall our internet connection has improved, but it is starting to degrade again. Prior to the visit, it was difficult to do any task on the internet without interruption. After the visit there was a significant improvement, but a week later we are starting to experience the same stuttering of ignite/streaming services. 

 

Honestly, I think this is an infrastructure issue in my neighborhood. I am more or less happy with how quickly the support through Rogers' chat and forums has been, but I want more transparency about what is being done to resolve these issues. Less "we have the best network/technologies" and more "this is what the issue is, this is the schedule/plan in place to resolve it, here's what we'll do if we're unable to make these commitments." 

 

Here's the data...

IndexLock StatusFrequencySNRPower LevelModulation

20
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
21
22
23
24
25
26
27
28
29
30
31
32
34
33
34
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
693 MHz
279 MHz
579 MHz
585 MHz
591 MHz
597 MHz
603 MHz
609 MHz
615 MHz
621 MHz
633 MHz
639 MHz
645 MHz
651 MHz
657 MHz
663 MHz
669 MHz
675 MHz
681 MHz
687 MHz
699 MHz
705 MHz
711 MHz
717 MHz
723 MHz
825 MHz
831 MHz
837 MHz
843 MHz
849 MHz
855 MHz
861 MHz
216 MHz
350000000
216000000
42.6 dB
41.9 dB
42.5 dB
42.4 dB
42.4 dB
42.2 dB
42.2 dB
42.6 dB
42.0 dB
42.5 dB
42.4 dB
42.3 dB
42.2 dB
42.2 dB
42.0 dB
42.1 dB
42.6 dB
42.3 dB
42.7 dB
42.7 dB
42.6 dB
42.5 dB
42.6 dB
42.3 dB
42.3 dB
41.2 dB
41.3 dB
41.4 dB
41.7 dB
41.6 dB
41.5 dB
41.8 dB
42.1 dB
41.6 dB
42.0 dB
9.8 dBmV
7.8 dBmV
9.3 dBmV
9.4 dBmV
9.6 dBmV
9.3 dBmV
9.5 dBmV
10.0 dBmV
10.2 dBmV
9.8 dBmV
9.9 dBmV
10.0 dBmV
9.9 dBmV
10.2 dBmV
9.9 dBmV
9.9 dBmV
10.0 dBmV
10.1 dBmV
10.1 dBmV
10.1 dBmV
9.9 dBmV
9.9 dBmV
9.9 dBmV
9.5 dBmV
9.6 dBmV
6.2 dBmV
6.5 dBmV
6.3 dBmV
6.8 dBmV
6.6 dBmV
6.6 dBmV
6.8 dBmV
8.6 dBmV
6.2 dBmV
8.7 dBmV
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM
OFDM
OFDM

 

IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type

1
2
3
4
Locked
Locked
Locked
Locked
21 MHz
25 MHz
32 MHz
38 MHz
2560
5120
5120
5120
40.0 dBmV
41.0 dBmV
43.8 dBmV
43.5 dBmV
QAM
QAM
QAM
QAM
TDMA_AND_ATDMA
ATDMA
ATDMA
ATDMA

 

ndexUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
1288939303
541104139
541618059
541615028
541653980
541675322
541709065
541732470
541744271
541768181
541970305
541991948
542007246
542019276
542038975
542057109
542077813
542086644
542110454
542127674
498602509
498625364
498644105
498672793
498688375
498709382
498735470
498757336
498778959
498796312
423193148
423197664
3308287507
1288939303
3556612169
445668
11921
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