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Troubleshooting Packet Loss

luckee_13
I've been here awhile

I've been having packet loss issues for months with Rogers and every time I contact support I'm told there's an outage in the area and they can't help me to diagnose until it's fixed. I note my number and never get a message about it being fixed, and the cycle repeats. I'm reaching out here in the hopes that my modem's diagnostics can show an obvious issue that I can tell support in order to get a tech to come out.

Packet loss is consistently above 0% - often between 0 and 1%, and sometimes greater. I can get low (0.3%) packet loss during the day, but after 7-8PM it's consistently 1%. This makes online gaming very difficult.

My current setup:
Rogers Ignite Modem, in bridge mode. I'm using a Ubiquiti Dream Machine SE as a router. I was seeing the same issues on a previous Google Nest Router, so I don't believe the router to be the problem. All ping tests performed while wired. The CAT cable itself is brand new CAT6 cable that was run through the house in late October

Power cycling the modem, and any connected network devices does not help.

Here are my downstream channel bonding values

IndexLock StatusFrequencySNRPower LevelModulation

12
13
14
15
8
9
10
11
1
5
6
7
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
2
3
4
0
0
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
621000000
633000000
639000000
645000000
597000000
603000000
609000000
615000000
303000000
579000000
585000000
591000000
651000000
657000000
663000000
669000000
675000000
681000000
687000000
693000000
699000000
705000000
711000000
717000000
723000000
825000000
831000000
837000000
843000000
849000000
855000000
861000000
 
 
352800000
922800000
35.779911
36.386890
36.386890
36.386890
36.609653
36.386890
36.386890
35.779911
35.595078
36.386890
36.386890
36.386890
36.386890
35.779911
35.779911
35.779911
36.386890
35.779911
35.779911
35.779911
35.595078
35.779911
35.779911
35.595078
35.779911
35.595078
35.595078
35.779911
35.595078
35.083549
35.083549
35.083549
 
 
36.06 dB
35.85 dB
6.099998
6.599998
6.500000
6.699997
5.699997
5.500000
5.800003
5.699997
-1.200001
5.300003
5.300003
5.800003
6.599998
6.099998
6.099998
6.300003
6.300003
6.099998
5.800003
6.000000
6.099998
5.400002
5.199997
5.000000
5.500000
6.599998
6.300003
6.699997
6.599998
5.699997
5.500000
5.800003
 
 
-0.200001 dBmV
7.400002 dBmV
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256







 
 



And here are my upstream channel bonding values:

IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type

1
2
3
4
5
Locked
Locked
Locked
Locked
Locked
21100000
38700000
32300000
25900000
45700000-84950000
2560 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
0 KSym/sec
40.760300
45.270599
43.520599
43.270599
62.641663
64QAM
64QAM
64QAM
64QAM
OFDMA
US_TYPE_TDMA_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_OFDMA



A ping test to 8.8.8.8 at the current local time (9:30AM) results in:
--- 8.8.8.8 ping statistics ---
656 packets transmitted, 654 packets received, 0.3% packet loss
round-trip min/avg/max/stddev = 9.462/20.556/98.430/5.689 ms

This is a good test. It's often much worse than this.

Please let me know if there's any other information I can provide to help troubleshoot this issue. Thanks!



 

**Labels Added**

5 REPLIES 5

Re: Troubleshooting Packet Loss

-G-
Resident Expert
Resident Expert

Your power levels look fine but your SNR (across all channels) is on the low side, at the threshold where I would expect to see errors and packet loss.  Looks like your area is also still being fed from an analog fibre node.

 

There is not much that you can do about it until Rogers fixes the underlying problem(s).  At least they acknowledge that there are issues in your area.  However, if you are scheduled for a Node upgrade, they won't dispatch a maintenance team.

 

Really, all that you can do for now is make sure that the coax signal path to your modem is as clean as possible and that you have no noise ingress inside your home.

 

Do you have a powered splitter between the point-of-entry and your modem?  If so, remove it.  It will not improve the quality of the signal -- it will amplify noise and only make things worse.

Re: Troubleshooting Packet Loss

luckee_13
I've been here awhile

If that's the case that's a bummer. Any tech's I've spoken with have not been optimistic of an upgrade coming anytime soon.

No splitters or amplifiers, just one coupler (which was provided by a Rogers tech) between the line in and the modem itself.

Funny enough, there actually were some tech's around the other day and we had a bunch of connection drops so they must have done something. Only a small improvement in the issue unfortunately. Thanks for your help.

Re: Troubleshooting Packet Loss

-G-
Resident Expert
Resident Expert

@luckee_13 wrote:

If that's the case that's a bummer. Any tech's I've spoken with have not been optimistic of an upgrade coming anytime soon.


Not necessarily.  In my area, a year ago, the signal levels had been degrading for months.  My SNR was at a tipping point where, depending on the outside temperature, conditions would either be fine or the SNR would drop to the point that I got uncorrectable errors and packet loss.

 

I looked at the weather forecast for a day (in February) where the temp would be well above zero, when I knew there would be problems, and arranged for a senior tech to check the line.  He confirmed that the signal path from the tap on my street to the wall plate in my home was absolutely clean, so any problems must be upstream.  He also confirmed the signal problems with my modem, and escalated a ticket to maintenance.

 

A few days before the tech visited, contractors were also excavating next to my local fibre node and installed an underground vault and a new above-ground cabinet.  I thought, "Were the rumours true?  Would FTTH finally be coming to my neighbourhood?"  None of my Rogers contacts saw any scheduled work in my area.

 

Sadly, a team of techs came by the next day to install a new (DAA/R-PHY) fibre node in the cabinet.  My heart sank because I knew I would be now stuck on DOCSIS for the foreseeable future... but at least my signal levels were absolutely pristine after they cut over to the new node.

 

Anyway... The point I am trying to make is that the folks at Rogers do take these neighbourhood issues seriously.  There is also a good chance that the apparent lack of progress toward a fix is actually indicative that work is being planned, and that a fix could suddenly be implemented at any time, even in the middle of winter.

Re: Troubleshooting Packet Loss

KingofRome
I plan to stick around

How do you know if your on an analog fibre node or a new DAA/R-PHY fibre node?

Re: Troubleshooting Packet Loss

-G-
Resident Expert
Resident Expert

@KingofRome wrote:

How do you know if your on an analog fibre node or a new DAA/R-PHY fibre node?


For one thing, with R-PHY, you will probably see a huge improvement in your SNR.  Mine went from 38 dB on a good day (and less than 34 dB on bad days) to 45 dB.  Overall, you will have a cleaner, more stable signal.

 

You will eventually also see different channel configurations that will allow Rogers to realize the full potential of DOCSIS 3.1.  However, before they can do that, it looks like Rogers still has some significant stability issues to resolve.

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