Rogers Community

Mkrbc · ‎05-05-2023

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

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

41.8 dB

42.1 dB

41.6 dB

42.3 dB

42.4 dB

42.3 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

4.1 dBmV

4.3 dBmV

4.7 dBmV

4.5 dBmV

4.6 dBmV

4.5 dBmV

4.7 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

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*

-G- · ‎05-05-2023

@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.

Mkrbc · ‎05-07-2023

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

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

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

42.5 dB

42.4 dB

42.2 dB

42.1 dB

39.3 dB

40.2 dB

41.1 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

4.6 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

5.2 dBmV

5.4 dBmV

5.3 dBmV

5.4 dBmV

5.3 dBmV

5.1 dBmV

2.9 dBmV

3.3 dBmV

4.1 dBmV

3.9 dBmV

4.2 dBmV

1.7 dBmV

0.4 dBmV

1.8 dBmV

256 QAM

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

RogersZia · ‎05-09-2023

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

Mkrbc · ‎05-16-2023

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

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

42.5 dB

42.2 dB

42.3 dB

42.6 dB

42.1 dB

42.3 dB

42.4 dB

42.1 dB

42.2 dB

42.6 dB

42.3 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

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

10.4 dBmV

10.5 dBmV

10.7 dBmV

10.4 dBmV

10.1 dBmV

10.0 dBmV

6.7 dBmV

7.0 dBmV

6.9 dBmV

7.4 dBmV

7.3 dBmV

7.5 dBmV

8.4 dBmV

6.0 dBmV

8.5 dBmV

256 QAM

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

scrut · ‎05-16-2023

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?

RogersTony · ‎05-18-2023

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

scrut · ‎05-18-2023

@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.

Mkrbc · ‎05-25-2023

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

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

42.2 dB

42.6 dB

42.0 dB

42.5 dB

42.4 dB

42.3 dB

42.2 dB

42.0 dB

42.1 dB

42.6 dB

42.3 dB

42.7 dB

42.6 dB

42.5 dB

42.6 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

10.0 dBmV

10.1 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

6.8 dBmV

8.6 dBmV

6.2 dBmV

8.7 dBmV

256 QAM

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	11947	12177	11650	9438	8839	9493	8711	6561	6013	5669	5385	4723	3379	3311	2900	2241	1940	1784	1638	1612	1551	1426	1894	1629	1695	1419	1373	1286	1195	2636020922	3556612169
232976	62772	800	594	773	620	437	389	567	492	470	367	439	467	384	191	125	71	97	55	55	62	45	62	73	40	42	38	47	25	4	28	239827	232976

Rogers Community

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