Unable to load certain website(s) and or videos

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I Plan to Stick Around
Posts: 14

Re: Unable to load certain website(s) and or videos

For sure, glad to!  This is the first time I've had the chart looked at since having the CGN3 swapped out for the CODA-4582 & part of the RG6 replaced outside.

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
122100000ATDMA - 64QAM41.75053200000
236996000ATDMA - 64QAM39.75086400000
330596000ATDMA - 64QAM38.50076400000
425300000ATDMA - 64QAM41.75063200000
Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size

And in the meantime, I've got band steering disabled, as I've always preferred the separate networks for devices that benefit from the extra speeds on 5Ghz & the extra range of 2.4.

As for IPV6 with Mac, totally understand and all good!  To be honest I don't even quite know the benefits of IPV6 over IPV4, most of my knowledge of network related things come from the diagnostics I've done and info I've got through the process haha.  From what I read briefly it appears it is more secure and offers more IP addresses, but if IPV6 is the cause of these issues in particular it seems IPV4 wouldn't be too drastic of a downgrade.  If it makes a difference, we've had no issues of this nature in the few months we've had the CODA modem, just the latency spikes to 200/300ms and 1% ish packet loss, this issue is entirely new, and I haven't changed any settings since we initially got it set up.  I also did a search and found that IPV6 settings are in the advanced network settings for OSX, it looks like it is set up, as IPV6 is set to automatic with a "router" & long sequence of numbers and letters.
Resident Expert
Resident Expert
Posts: 4,104

Re: Unable to load certain website(s) and or videos

Are you having difficulty with certain (Rogers) websites?  Here are some items to check to get things working again:


1. Make sure that you have Javascript turned on in your browser settings.

2. Make sure you don't have a pop-up blocker enabled.

3. Make sure you don't have any "extensions" like adblockers enabled.

4. Try a different browser.

5. It's always good to have a "clean" browser as a fallback so that you don't have anything blocking progress on certain websites that require some or all of the above.

6. Try using Incognito Mode in Chrome (Private Mode in Firefox or Safari) as this usually bypasses any problematic cookies or cache issues.

7. Try clearing cookies, cache and reboot your PC.

8. If you're using a VPN, or any other "non-standard configuration", disable it temporarily.

I've Been Around
Posts: 1

Re: Unable to load certain website(s) and or videos

So I have an interesting issue that Support couldn't deduce. They have referred me to their Engineering Department but I'd thought to post here just to try to get other ideas for a solution.



For some reason, certain wifi-connected devices can't access certain websites. These websites include amazon.ca, bestbuy.ca, and canadacomputers.ca just to name a few. However, on the same devices, websites like youtube.com and ebgames.ca work just fine. Also, this trend holds true for any respective apps installed on the device so it's probably not a DNS cache or browser issue. 


Additional Info:

-modem is the Ignite Modem(Arris XB6)

-Wired devices such as my pc work just fine. It can access any and all sites without trouble

-the problem seems to jump around between all wifi devices on the network, so the problem could be happening on a certain device and not others, but then later the same device may work perfectly fine but the other devices may now have the issue

-the problem devices still have an internet connection, just not to certain websites/apps

-I think this is important. In my router settings under "Connected Devices", the devices that do not have the problem says that they are connected via Ethernet. Don't know how since it is a phone but that is what it says under the "Connection" column. The problem devices say they are connected via the 2.4G wifi or 5G wifi


If anyone has any input, I'd greatly appreciate it!


Resident Expert
Resident Expert
Posts: 7,320

Re: Unable to load certain website(s) and or videos

@pinkpather101 try this, log into the modem and disable IPV6 for test purposes.  That might cause problems for the Xi6-A or Xi6-T set top boxes, but, the object of the exercise is to determine if IPV6 is causing the problem.  


So, log into the modem, disable IPV6 and then reboot the modem and any affected devices.  See if that resolves the issue.  If it does, that would indicate that there's an upstream problem with IPV6, most likely at the Cable Modem Termination System (CMTS) which provides data and control over modems connected to the CMTS. 


If not, then I'm wondering as well.  


Remember to log back into the modem to reenable IPV6 and then reboot the modem.  On the other hand, if the set top boxes work without IPV6 and you don't see any lag issues which channel changes or video loading, you might want to consider leaving IPV6 disabled, looking for any problems caused by the disabling. 



Edit:  Are any wifi laptops affected?  If so, when the modem has IPV6 running, run a trace to the affected web site, using both IPV4 and IPV6.  To do that, using a command prompt type in:


tracert -4 amazon.ca


tracert -6 amazon.ca


When that is done, select the trace results and use Ctrl c to copy the selected data.  


Paste that data into a post using a right click .... paste, or Ctrl V.   For the IPV6 trace, delete the IP address for hop #1 as the it the modem's IP address which shouldn't be posted to an open forum.  


The question here is, does the IPV6 trace stop at some point, such as hop #2 and then simply time out after that?

I've Been Here Awhile
Posts: 3

Re: Unable to load certain website(s) and or videos

I will try, appreciate the help
I've Been Here Awhile
Posts: 4

Re: Unable to load certain website(s) and or videos

Inaccessible URL address on Rogers network:

I'm running to a strange issue with accessing my company URL (https://marketplace.pointalliance.com/) when I'm using my home internet. I'm able to access this URL address from any location and/or my mobile device which is not using Rogers network.


When I access this site on Rogers network I get a message that indicate an issue with the SSL certificate which does not belong to this site.


Thank you in advance for your help.

Posts: 1,975

Re: Unable to load certain website(s) and or videos

Hello, @zippyzoomx2.


Welcome to Rogers Community Forums! 🙂


Thank you for posting your concern in the Community; the website may not be ready for IPv6. Can you run traceroute for both IPv4 and IPv6 per post 114 above? 


It does seem that portalliance.com doesn't support IPv6. You can forward the IPv6 traceroute results to that website support for assistance. 




I've Been Here Awhile
Posts: 4

Re: Unable to load certain website(s) and or videos

Thank you for the follow-up. Here is the information you requested. Please note that we have change the URL address to https://store.pointalliance.com and still experincing the same issue.

C:\WINDOWS\system32>tracert -6 pointalliance.com
Unable to resolve target system name pointalliance.com.

C:\WINDOWS\system32>tracert -4 pointalliance.com

Tracing route to pointalliance.com []
over a maximum of 30 hops:

1 3 ms 4 ms 6 ms
2 12 ms 8 ms 13 ms 99.
3 14 ms 11 ms 11 ms 8077-dgw01.ym.rmgt.net.rogers.com []
4 16 ms 12 ms 16 ms
5 37 ms 39 ms 35 ms
6 29 ms 27 ms 30 ms be812.ccr41.ord03.atlas.cogentco.com []
7 65 ms 40 ms 38 ms be2765.ccr41.ord01.atlas.cogentco.com []
8 23 ms 24 ms 25 ms be3469.rcr51.b022161-0.ord01.atlas.cogentco.com []
9 40 ms 38 ms 34 ms
10 42 ms 37 ms 33 ms cloudproxy10162.sucuri.net []

Trace complete.

I've Been Here Awhile
Posts: 4

Re: Unable to load certain website(s) and or videos

Here is additional tracert information for store.pointalliance.com


C:\WINDOWS\system32>tracert -4 store.pointalliance.com

Tracing route to store.pointalliance.com []
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms
2 17 ms 18 ms 13 ms
3 13 ms 18 ms 14 ms 8077-dgw01.ym.rmgt.net.rogers.com []
4 16 ms 16 ms 17 ms 0-14-0-11-cgw01.ym.rmgt.net.rogers.com []
5 10 ms 11 ms 11 ms
6 * * * Request timed out.
7 14 ms 13 ms 16 ms ae20-0.icr02.yto20.ntwk.msn.net []
8 36 ms 35 ms 52 ms be-102-0.ibr01.yto20.ntwk.msn.net []
9 32 ms 35 ms 33 ms be-9-0.ibr01.nyc30.ntwk.msn.net []
10 41 ms 39 ms 34 ms be-5-0.ibr01.ewr30.ntwk.msn.net []
11 36 ms 43 ms 39 ms
12 34 ms 37 ms 39 ms ae142-0.icr02.bl7.ntwk.msn.net []
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.


Posts: 1,975

Re: Unable to load certain website(s) and or videos

Hello, @zippyzoomx2.


Thanks for the additional info and I appreciate the traceroutes. As you can see that website is not IPv6 ready. 


I tried accessing it on IPv4, but the Kaspersky Security running on my computer blocks the access:


I tried proceeding to the website using the link, but only gets a blank white page


Also, I tried on a different machine running Microsoft's Endpoint Protection, the website gets blocked as well. 


Please reach out to the website support for assistance.