Suffering Packet loss

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I've Been Around
Posts: 1

Suffering Packet loss

Hello, I have contacted tech support a few times and techs have come out to check my cables. The techs say that the signal strength is good and I do receive the advertised speeds 100/10, but I suffer packet loss. I also get dropped from Skype calls at the same times I am lagging on League.... I am not sure what the issue maybe, any advice?

 

Stats from the modem, it is in gateway mode and I am on a desktop connect through ethernet.
 
Ping statistics for 104.160.131.1:
Packets: Sent = 1000, Received = 870, Lost = 130 (13% loss),
Approximate round trip times in milli-seconds:
Minimum = 21ms, Maximum = 146ms, Average = 31ms
 
Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 651000000 256QAM -8.700 10 37.356
2 591000000 256QAM -6.100 1 38.605
3 597000000 256QAM -7.000 2 38.605
4 603000000 256QAM -6.400 3 38.983
5 609000000 256QAM -6.800 4 38.605
6 615000000 256QAM -6.900 5 38.983
7 621000000 256QAM -7.400 6 38.605
8 633000000 256QAM -8.200 7 37.636
9 639000000 256QAM -7.600 8 37.636
10 645000000 256QAM -8.900 9 37.636
11 657000000 256QAM -9.300 11 37.356
12 663000000 256QAM -9.400 12 37.356
13 669000000 256QAM -9.400 13 35.084
14 675000000 256QAM -9.400 14 36.387
15 681000000 256QAM -9.600 15 37.356
16 687000000 256QAM -9.800 16 36.610
17 693000000 256QAM -9.800 17 36.610
18 699000000 256QAM -10.900 18 36.387
19 705000000 256QAM -10.200 19 36.610
20 711000000 256QAM -10.600 20 36.610
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID BandWidth
1 23700000 ATDMA - 64QAM 40.250 7 6400000
2 30596000 ATDMA - 64QAM 40.250 6 6400000
3 38596000 ATDMA - 64QAM 40.250 5 3200000
Solved! Go to Solution.
Resident Expert
Resident Expert
Posts: 6,154

Re: Suffering Packet loss

Your downstream signal levels are bad, signal to noise ratios are ok.  The upstream levels are good.  If you're already had at least two recent tech visits, and still have this issue, its time to send a pm to @CommunityHelps seeking further assistance.  That is essentially a group address for the mods.  They can elevate the issue to the appropriate staff.  



I Plan to Stick Around
Posts: 10

Re: Suffering Packet loss

Welcome to the club unfortunatly, I have had two techs come out, and one senior tech, and two maintanence escalations. My neighborhood (Yonge and Davisville) is having wide spread packet loss on the upstream channels. They no longer charge me for my service, but its still not usable. I exhausted all my options, let me know if something fixes it for you. Best of luck!

I'm Here A Lot
Posts: 5

Re: Suffering Packet loss

I'm getting intermittent packet loss and slow speeds for the past four months and I'm not sure how I can go about to fix this, mainly because it's an intermittent issue. I've had three technicians come visit me and every time they say my signals are fine so they leave with nothing done. All my coaxial cables in the house are RG-6. When I was with Teksavvy, they did everything possible to troubleshoot with me and in conclusion, they believe that I have a RF issue. I tell this to technical support and they say just leave it to the technicians and they'll fix it for me. Well I have been with Rogers on the Ignite 100 since November 2015 and still getting the same problem. It's pretty much happening every day and sometimes it'll last for an hour, sometimes it'll last for two minutes. It's getting very annoying because it basically renders my Internet useless.

 

Here are my current modem logs and signal levels.

 

Downstream Signal Levels

 

1	639000000 	256QAM 	-3.900	104	38.983
2	591000000 	256QAM 	-0.200	97	40.366
3	597000000 	256QAM 	-0.600	98	40.366
4	603000000 	256QAM 	-1.100	99	40.366
5	609000000 	256QAM 	-1.500	100	40.946
6	615000000 	256QAM 	-1.800	101	40.946
7	621000000 	256QAM 	-2.600	102	38.983
8	633000000 	256QAM 	-3.800	103	40.366
9	645000000 	256QAM 	-3.100	105	38.983
10	651000000 	256QAM 	-2.400	106	38.605
11	657000000 	256QAM 	-1.600	107	40.366
12	663000000 	256QAM 	-1.400	108	40.366
13	669000000 	256QAM 	-1.200	109	38.983
14	675000000 	256QAM 	-0.800	110	38.983
15	681000000 	256QAM 	-0.400	111	40.366
16	687000000 	256QAM 	-0.400	112	38.983
17	693000000 	256QAM 	-0.200	113	38.983
18	699000000 	256QAM 	-0.100	114	38.983
19	705000000 	256QAM 	0.400	115	40.366
20	711000000 	256QAM 	0.400	116	38.983

 

Upstream Signal Levels

 

1	38596000	ATDMA - 64QAM	39.750 	1 	3200000
2	23700000	ATDMA - 64QAM	37.750 	3 	6400000
3	30596000	ATDMA - 64QAM	38.250 	2 	6400000

DOCSIS logs

 

 

1	01/13/16 03:15:27	90000000	warning	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=00:fc:8d:4c:52:e0;CMTS-MAC=00:24:14:63:aa:c5;CM-QOS=1.1;CM-VER=3.0;
2	01/13/16 03:15:29	73040100	notice	TLV-11 - unrecognized OID;CM-MAC=00:fc:8d:4c:52:e0;CMTS-MAC=00:24:14:63:aa:c5;CM-QOS=1.1;CM-VER=3.0;
3	01/13/16 03:16:03	82000200	critical	No Ranging Response received - T3 time-out;CM-MAC=00:fc:8d:4c:52:e0;CMTS-MAC=00:24:14:63:aa:c5;CM-QOS=1.1;CM-VER=3.0;
4	01/13/16 03:16:08	82000300	critical	Ranging Request Retries exhausted;CM-MAC=00:fc:8d:4c:52:e0;CMTS-MAC=00:24:14:63:aa:c5;CM-QOS=1.1;CM-VER=3.0;
5	01/13/16 03:16:08	82000800	critical	16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=00:fc:8d:4c:52:e0;CMTS-MAC=00:24:14:63:aa:c5;CM-QOS=1.1;CM-VER=3.0;
6	01/13/16 03:16:08	85010200	warning	TCS Partial Service;CM-MAC=00:fc:8d:4c:52:e0;CMTS-MAC=00:24:14:63:aa:c5;CM-QOS=1.1;CM-VER=3.0;
7	01/13/16 03:16:32	73050200	notice	Received REG-RSP while in REG-HOLD1 state;CM-MAC=00:fc:8d:4c:52:e0;CMTS-MAC=00:24:14:63:aa:c5;CM-QOS=1.1;CM-VER=3.0;
8	01/13/16 03:19:30	82000400	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:fc:8d:4c:52:e0;CMTS-MAC=00:24:14:63:aa:c5;CM-QOS=1.1;CM-VER=3.0;
9	01/13/16 03:21:47	90000000	warning	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=00:fc:8d:4c:52:e0;CMTS-MAC=00:24:14:63:aa:c5;CM-QOS=1.1;CM-VER=3.0;
10	01/13/16 03:21:48	73040100	notice	TLV-11 - unrecognized OID;CM-MAC=00:fc:8d:4c:52:e0;CMTS-MAC=00:24:14:63:aa:c5;CM-QOS=1.1;CM-VER=3.0;
11	01/13/16 03:21:54	66030102	warning	Auth Reject - No Information;CM-MAC=00:fc:8d:4c:52:e0;CMTS-MAC=00:24:14:63:aa:c5;CM-QOS=1.1;CM-VER=3.0;
12	01/13/16 03:23:45	90000000	warning	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=00:fc:8d:4c:52:e0;CMTS-MAC=00:24:14:63:aa:c5;CM-QOS=1.1;CM-VER=3.0;
13	01/13/16 03:23:47	73040100	notice	TLV-11 - unrecognized OID;CM-MAC=00:fc:8d:4c:52:e0;CMTS-MAC=00:24:14:63:aa:c5;CM-QOS=1.1;CM-VER=3.0;
14	01/13/16 03:32:28	90000000	warning	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=00:fc:8d:4c:52:e0;CMTS-MAC=00:24:14:63:aa:c5;CM-QOS=1.1;CM-VER=3.0;
15	01/13/16 03:32:30	73040100	notice	TLV-11 - unrecognized OID;CM-MAC=00:fc:8d:4c:52:e0;CMTS-MAC=00:24:14:63:aa:c5;CM-QOS=1.1;CM-VER=3.0;
16	01/16/16 10:16:32	82000200	critical	No Ranging Response received - T3 time-out;CM-MAC=00:fc:8d:4c:52:e0;CMTS-MAC=00:24:14:63:aa:c5;CM-QOS=1.1;CM-VER=3.0;
17	01/16/16 15:23:53	68010300	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=00:fc:8d:4c:52:e0;CMTS-MAC=00:24:14:63:aa:c5;CM-QOS=1.1;CM-VER=3.0;
18	01/16/16 15:23:53	68010600	notice	DHCP Renew - lease parameters tftp file-bac10300010600fc8d4c52e0 modified;CM-MAC=00:fc:8d:4c:52:e0;CMTS-MAC=00:24:14:63:aa:c5;CM-QOS=1.1;CM-VER=3.0;
19	01/16/16 18:57:57	90000000	warning	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=00:fc:8d:4c:52:e0;CMTS-MAC=00:24:14:63:aa:c5;CM-QOS=1.1;CM-VER=3.0;
20	01/16/16 18:57:59	73040100	notice	TLV-11 - unrecognized OID;CM-MAC=00:fc:8d:4c:52:e0;CMTS-MAC=00:24:14:63:aa:c5;CM-QOS=1.1;CM-VER=3.0;

 

Rogers Ignite 100
I'm an Advisor
Posts: 928

Re: Suffering Packet loss


@geokilla wrote:

I'm getting intermittent packet loss and slow speeds for the past four months and I'm not sure how I can go about to fix this, mainly because it's an intermittent issue. I've had three technicians come visit me and every time they say my signals are fine so they leave with nothing done. All my coaxial cables in the house are RG-6. When I was with Teksavvy, they did everything possible to troubleshoot with me and in conclusion, they believe that I have a RF issue. I tell this to technical support and they say just leave it to the technicians and they'll fix it for me. Well I have been with Rogers on the Ignite 100 since November 2015 and still getting the same problem. It's pretty much happening every day and sometimes it'll last for an hour, sometimes it'll last for two minutes. It's getting very annoying because it basically renders my Internet useless.


Do you have digital TV with Rogers?

 

If yes, try and find channels where there are display glitches. If you find any, call up cable TV tech support and frame the problem as 'my channel X is pixellating.'

 

I learned this when my building had a big packet loss problem... oh, 7 years ago. Found a couple channels that misbehaved, it was escalated all the way to the techs in the big red Rogers vans, those guys diagnosed some misbehaving piece of equipment, it was replaced, and... boom, the Internet started working great again. 🙂

I'm Here A Lot
Posts: 5

Re: Suffering Packet loss

@VivienM wrote:
@geokilla wrote:

I'm getting intermittent packet loss and slow speeds for the past four months and I'm not sure how I can go about to fix this, mainly because it's an intermittent issue. I've had three technicians come visit me and every time they say my signals are fine so they leave with nothing done. All my coaxial cables in the house are RG-6. When I was with Teksavvy, they did everything possible to troubleshoot with me and in conclusion, they believe that I have a RF issue. I tell this to technical support and they say just leave it to the technicians and they'll fix it for me. Well I have been with Rogers on the Ignite 100 since November 2015 and still getting the same problem. It's pretty much happening every day and sometimes it'll last for an hour, sometimes it'll last for two minutes. It's getting very annoying because it basically renders my Internet useless.

Do you have digital TV with Rogers?

 

If yes, try and find channels where there are display glitches. If you find any, call up cable TV tech support and frame the problem as 'my channel X is pixellating.'

 

I learned this when my building had a big packet loss problem... oh, 7 years ago. Found a couple channels that misbehaved, it was escalated all the way to the techs in the big red Rogers vans, those guys diagnosed some misbehaving piece of equipment, it was replaced, and... boom, the Internet started working great again. 🙂

 

Yes I do have cable TV, but I don't seem to have any channels where the channels don't function properly. I used to have that problem as well with one of my analog TV adapters and changing the cable to RG-6 solved that.

 

My townhouse is part of an old townhouse complex so there's probably 150 home owners that use cable Internet, meaning Rogers is involved in one way or another. Virtually no one knows we have Bell VDSL available. I guess if they have the same or similar problems then I can say it's a neighbourhood problem?

Rogers Ignite 100
Retired Moderator RogersHassam
Retired Moderator
Posts: 571

Re: Suffering Packet loss

Hi, @geokilla

 

I’d like to help in getting your issue resolved. Addressing the issue you’ve described involves accessing your account. I’m going to send you a private message from @CommunityHelps, when you receive it please check our messages via the envelope icon which appears in the top right hand side of your screen when you are logged into the forums.

 

Thanks,

RogersHasasm 

I Plan to Stick Around
Posts: 9

Re: Suffering Packet loss

I have been receiving packet loss, upwards of 10% since December 20th, as well as slower download speeds. Most of these issues arise at night between 8pm and 5am, which to my knowledge is when the internet should be the least congested, especially in the early morning. I'm in the Scarborough area and having spoken to 8 agents on the phone and have had 1 technician come over.  The technician checked my cables and modem and said everything looked fine, mind you he checked at 2pm, when things are normally fine. 

 

The agents that I speak to over the phone all see that there is packet loss in my area, one of them even said they saw as high as 16% or 60% (I couldn't tell which he said unfortunately). They said that they would get a tech team on it, I received one email saying it was resolved on December 28th, but it wasn't and since then I've still been having the issue without any sort of actual update. All I've been told is to wait for an update. It's been a month and I haven't been able to watch Netflix or Twitch.tv properly at night when I get home from work since, the picture constantly stops and buffers and the page has to be reloaded.

 

Does anyone know what might be happening? Or if you live in the GTA have the same issue?

I also  heard from one of my electrician friends, who has the same problem, that they were told that one of the Rogers internet transformers (or lines or whatever it is that powers the grid) was messed around with by somebody and that all of Ontario is operating at 30% of normal. Anyone else know of this?

 

EDIT** Just got done talking to one of the Rogers Live Chat agents and he said that it could be the modem (cgn3) which I have had for around 2 years, and that I should swap it out. It's funny considering that the technician that came by my house and the phone agents all said it was impossible that it could be the modems fault. I'm going to swap it out when I have time in the next couple of days and see if that solves anything.

Resident Expert
Resident Expert
Posts: 13,952

Re: Suffering Packet loss

The generally BUSIEST timeframes are between about 5pm to 11pm..

Not necessarily AFTER that though..


Sometimes the techs only have a general overall signal level idea.. not necessarily the more nitty gritty finer details of what works good on the modem.


Can you post your signal levels from inside the modem durring a GOOD time, as well a durring a BAD time?
Just to see if there is any variance there.
And if we can completely eliminate signal out of the equation.

(IE: Could be all more downstream).

 

Oh, also how are you connected to the modem? Wired, wireless, etc.



I Plan to Stick Around
Posts: 9

Re: Suffering Packet loss

I'm on a wired connection for my main computer.

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Signal noise ratio (dB)Channel ID
1651000000256QAM3.50038.60510
2591000000256QAM2.90038.6051
3597000000256QAM2.10038.6052
4603000000256QAM1.50038.9833
5609000000256QAM2.10038.6054
6615000000256QAM2.90038.6055
7621000000256QAM2.70037.6366
8633000000256QAM3.40037.6367
9639000000256QAM4.10038.9838
10645000000256QAM3.70038.6059
11657000000256QAM4.00038.60511
12663000000256QAM4.90038.60512
13669000000256QAM4.60038.60513
14675000000256QAM3.80037.35614
15681000000256QAM3.30037.63615
16687000000256QAM3.40038.60516
17693000000256QAM2.70037.35617
18699000000256QAM2.20038.60518
19705000000256QAM2.10037.35619
20711000000256QAM3.10037.63620
Upstream Overview
Port IDFrequency (MHz)BandWidthModulation TypeSignal Strength (dBmV)Channel ID
1305960006400000ATDMA37.5002
2237000006400000ATDMA37.5003
3385960003200000ATDMA40.5001

 

Well this is from 10:45pm tonight. And it's starting to get bad again. If I was home earlier I could have gotten a "good time" read, but I do remember seeing channel 3 at around 0.100 before during "good times". But as I mentioned, Wednesday night I'm going to swing by my local Rogers place and swap out modems and see if that changes anything as well.