Unable to load certain website(s) and or videos

[digigreenrobot]

Since Rogers has been experiencing network issue the past couple days I have been unable to load Google.com or load videos on YouTube on any of my devices at home while connected to the Rogers network. 

When using mobile data (not with Rogers, with Telus) goolge's services are accessible but on wifi no dice. I've tried resetting network settings and resetting the router to no avail. Very strange issue really would like some help. 

***Edited Labels***

[Datalink]

Have a look at the following page and run the ipconfig /flushdns command on your pc or laptop.  

https://documentation.cpanel.net/display/CKB/How+To+Clear+Your+DNS+Cache

Also consider changing the DNS in the Hitron modem to something like:

Google DNS:  8.8.8.8 and 8.8.4.4       (Primary  and Secondary IP Addresses)

OpenDNS:         208.67.222.222       208.67.220.220

To do that,

1.  log into the modem, navigate to the BASIC .... DNS page

2.  Set the LAN DNS Obtain to Manual

3.  Type in the DNS addresses into the DNS1 and DNS2 entry windows and Save the data

4.  Reboot the modem by using the ADMIN .... DEVICE RESET .... Reboot function.

[Mogsdad]

I've also been having this problem since Tuesday 24 May, and have made 5 separate calls to Rogers support about it. I don't believe the front line support personnel are equipped to diagnose the problem - suggestions and supposed fixes have ranged from "try a different browser" and "reboot everything" to replacing cables, connectors, and equipment. Last night (4th call) the tech on the phone noted high packet loss (~30% in her tests), which was also occurring for other homes in my neighbourhood - so now there's a support ticket about THAT. Since packet loss had been tested previously and was "normal", except for unreachable sites, I think that's a problem that has actually been introduced by their attempts to fix the problem!

Google is one of the sites that's intermittent for me, as is youTube, however others are permanently unreachable from my Rogers internet service. I had a tech at my home May 29, who was able to fully reproduce the problem. Sites that could not be reached (pinged) from the modem include:

• d23.com  [68.71.222.201]
• www.vmrcanada.com [97.74.144.180]
• visitor.constantcontact.com [208.75.122.48]
• www2.scotiaonline.scotiabank.com [23.220.253.148] 
• facebook app on iOS devices (I'm not sure where that tries to connect. But 6 devices agree - it's unreachable.)
• https://storefront.rogerspremiumservices.com/techxpert/echat/ [52.49.119.243] This is Rogers' support chat! The server is apparently set to not respond to pings, so can only test HTTP connectivity.
• My work VPN, my wife's work VPN.

Changing DNS servers as suggested will only help if the root of the problem is with Rogers' DNS - that's not the case for me, as the address can be resolved properly. (I was using Google's free DNS initially anyway, but restored the modem to factory settings while troubleshooting this.)

I've resorted to using the personal hotspot on my (Rogers) cell phone to provide reliable (but extremely expensive) internet to my home, so we can work & bank. I plan to go after reimbursement for any data overage resulting from this - but that's another story.

So far, I've found NOTHING that can be done by the end user to resolve this. I've run traceroute on a few of the unreachable sites, and the hops count is >50 before timing out - indicative of a possible network loop. (For example, tracert d23.com requires just 17 hops when using the hotspot.) Ultimately, THAT is what needs to be fixed, but I haven't been able to convince the front-line support people to escalate the problem.

[Bobby123]

I'm experiencing the same issue. This morning at approximately 1am my internet connection went out and when it came back online at approx 3am, a number of services/sites were innaccessible and still are as of right now.

They include YouTube and Google Play (Music, Apps, etc..) on multiple devices (PC with Windows, Samsung with Android, iOS on iPad). Everything worked fine prior to the outage. It is NOT a DNS issue (I've tried multiple DNS providers, all with the same results).

Rogers, you have a core network issue here that needs to be investigated and resolved.

[RogersMoin]

Hello, @digigreenrobot, @Mogsdad, @Bobby123 

Thank you for posting the issue in the Community. I understand the inconvenience of not able to resolve domains, thank you for trying different DNS servers. Are you all using IPv6? 

We can raise a ticket with the support group(s) to investigate and resolve the issue, please send us a private message to us at @CommunityHelps. Our private messaging system is explained in this blog.

Cheers,

RogersMoin

[Datalink]

I would include a couple of items in the pm to @CommunityHelps and that is the possibility of a modem firmware and CMTS upgrade.  

Log into your modem, and on the status page grab the Software (firmware) version that is loaded, and the WAN IP addresses from the upper right hand corner and paste that data into the pm.  If you have IPV6 up and running on the modem, there will be two addresses in the data field.  

Then navigate to the STATUS ...... DOCSIS EVENT page and have a look for one of the following sequences:

a. CMTS-MAC=00:17:10 which indicates that you are connected to a Casa Systems Cable Modem Termination System (CMTS), or;
b. CMTS-MAC=00:12:43 which indicates that you are connected to a Cisco Systems CMTS.
c. CMTS-MAC=00:05:00 which indicates that you are connected to a Cisco Systems CMTS.
d. CMTS-MAC=00:1f:ca which indicates that you are connected to a Cisco Systems CMTS.

Look at any of the entries near the top of the page for the following sequence:

CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;

Copy the  entire CM ... and CMTS.... sequence as well and paste it into the thread.

Those details will help determine if there is any relation to a firmware update or a CMTS replacement, where the Cisco CMTS has been replaced with a Casa Systems CMTS.

[Mogsdad]

I've sent a PM with the requested info.  For anyone who's interested, it appears I have a Casa systems CMTTS (CMTS-MAC=00:17:10), and IPv6 has been provisioned.

A neighbour who was having similar problems had their modem replaced last week, after the tech who came out to their place determined that a FW update had been pushed to them. They have no problems with the replaced (older) device. I'm going to head to the local storefront and try for a swap, I'll see if that helps.

[Datalink]

D'oh. Don't swap the modem now that you have sent in the MAC address.  My personal opinion is that there might be a server configuration issue on the go.  If its too late already, can you send in the updated MAC address for the modem.

[Mogsdad]

Yeah, well... too late.

But - new modem fixes the problem. I'm back!

Software version is once again 4.4.8.14. (4.5.8.20 was where I was having problems.)

[Datalink]

For now, but you have other problems with 4.4.8.14. That's the original firmware for that modem and it turned out to be terrible for gaming, VOIP, VPNs and any other latency intolerant application.  And..... its just a matter of time, usually 48 to 72 hours before the modem is updated to the current firmware.  

Are you able to access all of the sites that you were locked out of previously with 4.5.8.20?

[Mogsdad]

> Are you able to access all of the sites that you were locked out of previously with 4.5.8.20?

Yes. So we know one piece of the puzzle. Hopefully it can be updated to a version prior to .20.

Another guess... 20 malforms a header somehow, that is incompatible with some of Level3's switches.

[Datalink]

You could ask for 4.5.8.21 as indicated in the first two posts in this thread (Trial Firmware) and avoid 4.5.8.20.

http://communityforums.rogers.com/t5/forums/forumtopicpage/board-id/Getting_connected/page/1/thread-...

[Mogsdad]

That would be worth a try - I've sent my request. Thanks for the heads-up about that.

[Jashim]

Youtube Loading issue...

Hi there,

So I had an internet issue yesterday where it would say that I am connected to the internet BUT! nothing would load or take it's sweet time and then let me know that it is having trouble connecting.... I went to work and got home around 8PM and called ROGERS Tech.Support. They did their magic i got back to surfing the internet. I then wanted to watch youtube videos and stumbled upon countless house of "mini spinning circle" loading... I thought it was my PC, but it was happening to all my device, playstion and my MAC.

I called ROGERS Tech.Support minutes ago and even they were surprised to hear that and booked an appointment with an on-site rogers tech. Unfortunately, It is on a Monday and i can't wait that long for it..... if this is the kind of service i get then i just have to switch over to BELL like all of my friends have years ago.

Am i going bonkers? or this issue happened with any other Rogers Hi-Speed Internet Users???

FYI - I am using Hitron - CGN3ACSMR. The tech support said i am using top of the line Rogers modem....

Thank you in advance!

[Datalink]

Can you log into your modem and confirm which version firmware is loaded.  That is located on the Status page that comes up when you log in and its listed in the Software line.  Can you also have a look at the WAN IP address in the upper right hand corner and let us know if you have a single IPV4 address, or if you see a IPV4 and much longer IPV6 address?  Lastly, can you navigate to the DOCSIS WAN page, copy the downstream and upstream tables and paste them into the thread.  The copy and paste process will paste in the text contents of the tables, so you don't have to post an image somewhere or insert an image into a post.

[Jashim]

Firmware Version - 4.5.8.20

Downstream / Upstream 

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	693000000	256QAM	-1.200	23	38.983
2	561000000	256QAM	-1.300	2	38.605
3	567000000	256QAM	-0.700	3	38.983
4	573000000	256QAM	-1.800	4	38.983
5	579000000	256QAM	-2.600	5	38.605
6	585000000	256QAM	-3.100	6	38.983
7	591000000	256QAM	-3.000	7	38.605
8	597000000	256QAM	-1.900	8	38.983
9	603000000	256QAM	-1.500	9	38.983
10	609000000	256QAM	-1.800	10	38.605
11	615000000	256QAM	-2.600	11	38.983
12	621000000	256QAM	-2.900	12	38.605
13	657000000	256QAM	-2.900	17	38.605
14	663000000	256QAM	-1.700	18	38.983
15	669000000	256QAM	-2.000	19	38.983
16	675000000	256QAM	-1.300	20	38.605
17	681000000	256QAM	-0.500	21	38.983
18	687000000	256QAM	-1.300	22	38.983
19	555000000	256QAM	-1.100	1	38.605
20	699000000	256QAM	-1.800	24	38.983
21	837000000	256QAM	-5.300	29	37.636
22	843000000	256QAM	-6.300	30	37.636
23	849000000	256QAM	-6.300	31	37.636
24	855000000	256QAM	-5.300	32	37.636

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	BandWidth
1	23700000	ATDMA - 64QAM	37.250	2	6400000
2	38596156	ATDMA - 64QAM	39.250	3	3200000
3	30596000	ATDMA - 64QAM	36.250	1	6400000

[Datalink]

I see that @RogersMoin deleted your IP addresses which is a good thing to do.  Its not good policy to leave an active IP address out in the open.  Your downstream signal levels are in spec, but I'm not overly happy where they are, although in theory, they shouldn't cause problems.  Tech support wouldn't send out a tech, but, personal opinion they should be cleaned up.  The signal to noise ratios are ok, and the upstream signal levels are ok.  Here's what the downstream levels look like:

There's a 5.8 dBmV drop from the high to lowest value at the upper end so there is a high frequency roll off there.  Those levels should be clustered within a 1 to 2 dBmV range.

I saw that you have IPV6 up and running, or at least, you have an IPV6 address.  Can you do the following when you have time:

1.  Bring up a command prompt and type:  tracert -6 ipv6.google.com

      I don't need to see the trace.  The question is, does it go all the way to the end, or does it start timing out

      after the second or third node?  That will tell me if there are any upstream IPV6 problems.

[tirthankar]

Unable to View any video in Youtube or Netflix fromIOS device from today morning

Hi,

I am unable to view any video in Youtube or Netflix from my Iphone or Ipad. This was working till yesterday but from today it is not working. Please help if anyon  knows what to do.

[gardener1]

I'm experiencing the same problems as well. Unable to update apps, access YouTube, update apps. Followed all recommended suggestions:. Restarted router, checked cinnection, etc. However, I have no problems accessing these sites at my workplace or at a different site in Oakville. I'm a customee in the downtown Toronto area. This problem occurred on May 29th and has not been remedied.

[rrmaclac]

I'm having similar issues. As far as I can tell, it seems to be specific to Google CDN servers. So far, I have observed YouTube videos are taking 2-3 minutes to load (since the connection to the CDN servers timesout), as well I cannot load apps on my Android device from the Google Play store. The issue is effecting my Mac, PC, iPad and Android phone (only when on Wifi).

Doesn't seem related to DNS - the correct IPs do resolve. I've verified the address can be pinged by friends on other ISPs - or from my Android phone (when I turn off Wifi).

Looking at the Chrome dev tools, when loading YouTube videos, I can see it always tries to load content from servers with the *-sn-gvbxgn-tvfl prefix. They seem to be blocked or innaccessible.

r1---sn-gvbxgn-tvfl.googlevideo.com

r5---sn-gvbxgn-tvfl.googlevideo.com
r3---sn-gvbxgn-tvfe.googlevideo.com

Usually (but not always), after a few minutes of retries, YouTube will redirect to a different CDN node and the video finally plays. Examples of those nodes are:

r14---sn-nx57yn7d.googlevideo.com
r1---sn-p5qlsnly.googlevideo.com

These are pingable just fine.

I also cannot get a complete traceroute to those *gvbxgn* servers

traceroute to r1.sn-gvbxgn-tvfl.googlevideo.com (209.148.210.12), 64 hops max, 52 byte packets

1  192.168.2.1 (192.168.2.1)  0.479 ms  0.328 ms  0.214 ms

2  192.168.0.1 (192.168.0.1)  1.636 ms  1.597 ms  1.596 ms

3  * * *

4  66.185.90.69 (66.185.90.69)  10.761 ms  12.308 ms  12.000 ms

5  24.156.157.81 (24.156.157.81)  18.850 ms  20.954 ms  31.992 ms

6  van58-9-230-213.dynamic.rogerstelecom.net (209.148.230.213)  16.079 ms  15.667 ms  15.663 ms

7  van58-9-229-226.dynamic.rogerstelecom.net (209.148.229.226)  30.987 ms  26.395 ms  23.985 ms

8  van58-9-231-66.dynamic.rogerstelecom.net (209.148.231.66)  24.246 ms  26.580 ms  42.466 ms

9  * * *

10  * * *

11  * * *

Curiously, if I do traceroute to the other Google CDNs (that working), there isn't any of this *dynamic.rogerstelecom.net in the route. Seems like there's a blackhole (bad routing) in the Rogers network somewhere. Here's an example of one of the accessible servers:

traceroute to r14.sn-nx57yn7d.googlevideo.com (173.194.56.115), 64 hops max, 52 byte packets

1  192.168.2.1 (192.168.2.1)  0.481 ms  0.272 ms  0.251 ms

2  192.168.0.1 (192.168.0.1)  1.625 ms  1.655 ms  1.563 ms

3  * * *

4  66.185.90.37 (66.185.90.37)  12.488 ms  11.644 ms  16.755 ms

5  64.71.241.97 (64.71.241.97)  15.789 ms  14.577 ms  16.160 ms

6  64.71.240.66 (64.71.240.66)  28.338 ms  27.166 ms  26.071 ms

7  74.125.49.229 (74.125.49.229)  39.219 ms  27.964 ms  27.277 ms

8  216.239.50.106 (216.239.50.106)  28.185 ms

    209.85.255.68 (209.85.255.68)  29.039 ms

    216.239.50.106 (216.239.50.106)  29.124 ms

9  216.239.49.237 (216.239.49.237)  35.236 ms

    209.85.249.212 (209.85.249.212)  27.707 ms  28.584 ms

10  216.239.46.217 (216.239.46.217)  36.014 ms  34.414 ms  34.924 ms

11  72.14.233.111 (72.14.233.111)  73.083 ms  74.546 ms  75.384 ms

12  209.85.248.92 (209.85.248.92)  74.578 ms  76.456 ms  73.292 ms

13  216.239.56.21 (216.239.56.21)  76.758 ms

    209.85.240.205 (209.85.240.205)  75.176 ms

    74.125.37.125 (74.125.37.125)  75.008 ms

14  209.85.249.247 (209.85.249.247)  74.869 ms  75.744 ms

    209.85.249.245 (209.85.249.245)  75.936 ms

15  173.194.56.115 (173.194.56.115)  81.760 ms *  74.862 ms

[rrmaclac]

Just a followup:

1) I've also noticed the Android Google Play store won't install/update apps. Apple iOS app store is fine.

2) The issue appears to be IPV6 related. My Belkin router is apparently IPV4 only, and if I set it as an access point to the Roger router, things are working fine (on Android & iPad). On the Mac & PC I had to enable IPV6 support (which was tricky on Windows 10 as it didn't automatically resolve the gateway).

3) I still think there is a Rogers network side issue since these addresses are IPV4 accessible from other ISPs.

4) The CDN servers I mentioned in the previous post are still NOT accessible (can't PING them from Rogers network). But switching to IPV6, it seems YouTube sends me to different CDN servers so I'm good for now, but this is clearly a workaround and not a fix to the issue.