05-07-2023 11:01 AM - last edited on 05-07-2023 07:00 PM by RogersZia
So here is the quick story. We have had Rogers home internet at our home in Markham since we moved here August 2022. Things were fine till Feb 2023. I do lots of work from home so the usual Teams calls were smooth and I never heard any complains.
In Feb 2023, on virtually every call, coworkers started complaining about jittery voice, calls dropping, etc. so I knew something was up. Started doing ping tests and ran ping plotter on Ethernet port of the router for 24hr periods to try and get to the bottom of this. I now have ping plotter running almost permanently on the machine. My average weekday rogers internet experience is summed up by the following charts. Almost every hour I get multiple "latency storms" which make the internet unusable, voip applications dies, you don't wanna be the guy on the other end of my work Teams call.
I have already called tech support, they dispatched a technician twice. All those guys did each time was remove a splitter or two in my panel, and show me the signal strength on their meter and telling me everything is fine. One of them went as far as saying, this kind of thing happens once in a while with internet and suggested me to wait a few days and see it magically resolve itself on it's own. I am at my wit's end now with this situation. I work from home 4 days a week and video calls are very important to me. I am currently using my phone's LTE internet to get through my most important business calls in the day. I have a kind neighbor who has Bell internet and has kindly shared his wifi with me for me to be able to get buy but this is not ideal at all.
I have been to many Rogers forums over the last few weeks and I know this is a classic sign of node congestion and I just need somebody who actually cares about maintaining their networks at Rogers to acknowledge this and devise a plan. Not gonna sit here and moan about prices and credits. I just need Rogers to maintain their last mile network to the basic satisfaction of their customers.
To all the good people here, is there any hope to this?
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EDIT: few more details on the plan I have. I have a 500 down / 30 up Rogers ignite plan. Modem details from the modem page: Model:CGM4140COM, Vendor:Technicolor, Hardware Revision:2.2
Viewer discretion advised. The images you will see below are truly disturbing and may make some viewers very sick.
1) Calm between two latency storms:
2) Before and during the storm. You can see the Burj Khalifa's forming even during the "normal" part of this chart.
3) Crazy ping spikes during the latency storm:
4) For good measure, I manually pinged the CMTS during the latency storm. You can see visually see the jitter and latency. Jaw dropping stuff indeed:
5) Calm after the storm. Beautiful quiet Sunday morning here when I can see all the neighbors outside mowing their lawn. Probably a few dogs in the living rooms watching Netflix which was left running on the TV. Other than that, no real network congestion and hance ping times that resemble normal again. Can't wait till the evening for the storms to come back:
***Edited Labels***
05-08-2023 03:43 PM - edited 05-08-2023 03:48 PM
What do folks think? What's the suggested path of action to get Rogers to look at this?
To continue the update, this is the average weekday hourly ping response activity. How is it that Rogers network monitoring systems don't pick this up?
05-08-2023 08:56 PM
@ngehani wrote:
What do folks think? What's the suggested path of action to get Rogers to look at this?
I would send a private message to @CommunityHelps and ask them to investigate. You didn't post your signal levels and error stats; they might hint as to whether you have been migrated to a new DAA fibre node or whether you are still being serviced by old DOCSIS infrastructure, and may reveal other problems in addition to the latency issues.
It's hard to say whether your problems could be fixed by infrastructure upgrades or whether they are being caused by infrastructure upgrades.
05-08-2023 09:38 PM - edited 05-08-2023 09:48 PM
Here are the signal levels and error stats. What can we glean from this?
IndexLock StatusFrequencySNRPower LevelModulationIndexLock StatusFrequencySymbol RatePower LevelModulationChannel TypeIndexUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords
Downstream | Channel Bonding Value | |||||||||||||||||||||||||||||||
23 | 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | 11 | 12 | 13 | 14 | 15 | 16 | 17 | 18 | 19 | 20 | 21 | 22 | 24 | 25 | 26 | 27 | 28 | 29 | 30 | 31 | 32 | 33 |
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 | 627 MHz | 849 MHz | 855 MHz | 861 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 | 350000000 |
40.6 dB | 41.3 dB | 38.6 dB | 38.3 dB | 37.8 dB | 41.3 dB | 41.6 dB | 41.6 dB | 41.7 dB | 41.4 dB | 41.4 dB | 41.4 dB | 41.4 dB | 41.6 dB | 41.2 dB | 38.8 dB | 39.4 dB | 40.9 dB | 41.1 dB | 40.7 dB | 40.5 dB | 41.1 dB | 40.8 dB | 40.4 dB | 40.0 dB | 40.0 dB | 39.9 dB | 39.8 dB | 37.1 dB | 36.0 dB | 38.5 dB | 38.4 dB | 41.5 dB |
-4.7 dBmV | -3.1 dBmV | -5.8 dBmV | -5.8 dBmV | -6.4 dBmV | -2.9 dBmV | -2.8 dBmV | -2.9 dBmV | -2.8 dBmV | -2.8 dBmV | -3.0 dBmV | -3.1 dBmV | -2.9 dBmV | -3.3 dBmV | -3.6 dBmV | -6.9 dBmV | -6.5 dBmV | -4.4 dBmV | -4.1 dBmV | -3.6 dBmV | -3.5 dBmV | -3.9 dBmV | -4.1 dBmV | -5.3 dBmV | -5.6 dBmV | -5.8 dBmV | -6.1 dBmV | -6.0 dBmV | -8.9 dBmV | -9.3 dBmV | -6.7 dBmV | -6.3 dBmV | -3.6 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 |
Upstream | Channel Bonding Value | |||||||||||||||||||||||||||||||
1 | 2 | 3 | 4 | |||||||||||||||||||||||||||||
Locked | Locked | Locked | Locked | |||||||||||||||||||||||||||||
21 MHz | 25 MHz | 32 MHz | 38 MHz | |||||||||||||||||||||||||||||
2560 | 5120 | 5120 | 5120 | |||||||||||||||||||||||||||||
37.5 dBmV | 41.5 dBmV | 43.8 dBmV | 43.5 dBmV | |||||||||||||||||||||||||||||
QAM | QAM | QAM | QAM | |||||||||||||||||||||||||||||
TDMA_AND_ATDMA | ATDMA | ATDMA | ATDMA | |||||||||||||||||||||||||||||
CM Error 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 |
1214595025 | 872256242 | 872262042 | 872245921 | 872271735 | 872277056 | 872281423 | 872286443 | 872291106 | 872296968 | 872303927 | 872309444 | 872315420 | 872320434 | 872324795 | 872330668 | 872335292 | 872340910 | 872347246 | 872351396 | 872356891 | 872361632 | 872366829 | 872365202 | 872371110 | 872375819 | 872381475 | 872387690 | 872392039 | 872397554 | 872400699 | 872425236 | 1214595025 |
1198124184 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 3 | 0 | 0 | 1198124184 |
0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 |
05-08-2023 09:55 PM
Different format if that helps:
05-08-2023 11:53 PM
@ngehani Looks like you are on an old fibre node. Hopefully it's just a matter of time before your area gets upgraded.
05-09-2023 08:20 PM
I'm in Unionville, had same issue. happened almost once a week. Called rogers tech support and they said it was node congestion. They said they sent a request/did something.
That seem to have fixed my issue. Note, cell service in my area sucked as well. But they upgraded that too and now I get 5G+. So maybe just an issue of where in Markham you are.