MyRogers- errors out during plan change

[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***

[RogersTim]

Hey @CHAO2019,

Welcome to the Rogers Community Forums and thanks for posting! 

You definitely narrowed it down to something on your home internet. Typically if Technical Support submitted a ticket for a DNS type of issue, it can take 24 to 48 hours to investigate. 

Are any other Community members having trouble accessing certain websites?

Please send us a PM to @CommunityHelps and we can update you on your ticket status. If you're not familiar with our PMing process, you can find the instructions here.

RogersTim

[RLMS]

Internet Only Loads Particular Websites

Hi everyone,

I’m looking for some help figuring out what might be the cause of some strange issues I’ve been having today.  

Starting this morning, my phone was connected to the home wifi network, but unable to connect to the internet, and it wouldn’t load any websites or apps as far as I could tell.  I did a bunch of things like update Chrome over my phone’s data because I couldn’t load the play store on WiFi, rebooted the phone & emptied the cache, but still no luck.  After trying a few more pages, I realized that certain websites like google.com & search results from google.com were able to load, whereas the other websites I had open weren’t.  

An example is googling “Twitter", the results appeared, but if you were to open www.twitter.com from the search result or enter in the URL, it would say this site cannot be reached.  On the other hand, if you were to open the Yahoo stocks page for Twitter, it would open and load.  I can't find any pattern, but the majority of the websites I could think of off the top of my head won't not load, other than the odd one like a grocery store website.  I went to some websites I haven’t visited to make sure it wasn’t some weird cache glitch, and some random websites successfully loaded while others didn't.  The websites that wouldn’t load on my phone were able to load on my computer, so they weren’t down at the time or anything like that. 

As of this evening, I went to use my laptop and now it is having the exact same issue, and the same sites that load on my phone will load on my laptop, and the same goes for the websites that won't load.  I even tried a couple different browsers, same results.  Does this point to a particular issue or even make any logical sense?  

I’ve noticed our CODA-4582 drop RSSI/signal strength by 15db on the 5Ghz network at random once or twice since we got it, being fixed temporarily by unplugging the unit & plugging it back in.  Could the modem be defective by chance?  We’ve been experiencing latency issues for months as well, so it is hard to know if the CODA-4582 has had issues since we got it that we didn’t notice and thought were part of our ongoing issues, or if they have compounded with whatever issues we’ve been dealing with.  Any opinions on what this might signify would be appreciated, I’m sure a simple replugging of the modem will fix it for the time being, but if this signals something that I’d be able to test for as it occurs I’d rather do that instead of a quick fix it to have it fail again.

[Datalink]

Yet another response lost when the post disappeared as I was typing the response.  How many times have I said that the forum software requires a lockout so that the post can't be moved or deleted while a response is underway.  Grrrrr......

Ok, here we go again ......

@RLMS running IPV6 by any chance?  If so, run an IPV6 trace just to see if it runs properly.  Run:

tracert -6 www.google.com

See if the trace resolves the address to an IPV6 address, and if the trace actually runs to or beyond the CMTS which is hop #2 if the modem is in Gateway mode and you're connected directly to the modem.  If the address does not resolve, or the trace fails and either doesn't reach the CMTS or it only gets to the CMTS and times out after that, that would indicate that someone has changed the IPV6 configuration of your CMTS and that configuration is now fouled up.  That would have to be reported to the network engineering staff to sort out. 

If the trace runs all the way to the end target (google.com) run an IPV6 test at:  ipv6-test.com

If the score is 4/20, you only have IPV4 running

If the score 17/20, check the modem settings at SECURITY .... IPV6 Inbound.  The IPV6 Firewall should be enabled and the ICMPV6 Inbound to Hosts should be allowed.  If they are already set, then you need to add an inbound IPV6 rule to your windows operating system. 

If the score is 19/20, thats the highest score you will see as Rogers doesn't supply an IPV6 Hostname, which is the missing element.

So, if the IPV6 trace fails to run, consider changing the modem to IPV4 mode only.  Log into the modem and navigate to the BASIC .... GATEWAY FUNCTION.   Change the Router Mode to IPV4 only and save the changes.  The modem will take a couple of minutes to change over to IPV4 mode.  I usually run a modem reboot when I do this, ADMIN .... DEVICE RESET .... Reboot.  

If changing the Router mode to IPV4 provides success at loading the web pages that you had problems with, that points to a CMTS IPV6 issue.  We've seen similar issues over the last few weeks.  That might be the result of Rogers ongoing secret squirrel project that is producing slow data rates, high latency and packet loss in the GTA and surrounding areas.  

Please let me know what you find. 

[RLMS]

Shoot, sorry that happened 😞  

I’ve checked the settings and see that it is set to dual mode with both IPV4 & 6, and when running the tracert command it appears to be tracing properly.  

We are using the CODA in gateway mode with all devices connected to it and no other extenders etc.  The IP’s look like they are IPV6, and all nine went through, completing the tracert.

Running the IPV6 test, it gave me a 17/20, so I checked those other settings you mentioned & the firewall is enabled with ICMPV6 allowed.  As I was finishing this message, I refreshed the page and got 19/20 now, which is showing up instead of 17 upon each refresh.  These tests were performed on the computer that hasn’t been experiencing these issues, should I be looking at the IPV6 test on the phone & laptop that have been experiencing the issues?  On both devices that started to experience the issue today, I got 10/20, with IPV4 not supported, browser fallback “no”, and DNS6 + IP4 unreachable, everything else in check.  Does that indicate something else perhaps?

Almost all the main computers in our house are on MacOS, is that IPV6 rule something that would be needed or be able to be done on OSX as well?  The only windows device we have is a bit older and doesn’t even have 5Ghz WiFi, it is what I used for the tracert command prompt, but it shows 10/20 in the IPV6 as well.  And with that all being said, should I be looking into testing IPV4 as a solution still?  

My only other question before I go changing around things would be if it would be beneficial to have support run some tests while this is occurring too.  The first thing I generally do when DIY troubleshooting is replug the modem, but I haven’t done that today as I wanted to see how things played out over the course of the day.  I also wondered if this could be related to the issues many of us have been experiencing over the past months, it just seemed like such an odd issue to occur and I wasn’t sure if it might indicate something different on top of those issues, especially due to the strange dropping of 5Ghz signal I’ve noticed happen a couple times.  We got the CODA-4582 only a couple months ago at the same time as some RG6 was replaced, so I’ve not known if it might be an additional variable in everything.

Cheers & I appreciate you taking the time!

[Datalink]

Lets go back to basics here, just to see whats up.  When you have time, can you log into the modem, navigate to the STATUS .... DOCSIS WAN tab and copy the signal level table in its entirety.  Start at the front end of the Downstream Overview line and go all the way to the very bottom right hand corner of the table which is the OFDM/OFDMA section.  When you have that selected, right click .... Copy.  In a new post, right click .... Paste.  Ignore the data that resides above the Downstream Overview line as its particular to the modem and shouldn't be posted in an open forum.  

For possible wifi issues, can you have a look at the following post.  Skip down until you hit the Band Steering section and read on from there:

https://communityforums.rogers.com/t5/Ignite-TV/Ignite-cuts-out-and-freezes-frequently/m-p/460873#M6...

If you're having strange wifi issues, my first thought is to disable Band Steering, separate the two wifi networks by renaming the 2.4 Ghz network and assign each device to a particular band, switching manually when desired.  I'd give that a go to see if Band Steering is producing undesired side effects. 

The mac IPV6 situation?  Sorry, you've got me there.  Not a mac guy.  Not trying to sluff this one off, just never looked at it.  Theoretically speaking, mac's should have to meet the same standards for IPV6 ops as IPV6 requires IPV6 ICMP inbound in order to operate properly.

[RLMS]

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 ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	609000000	256QAM	4.100	10	38.983
2	849000000	256QAM	7.200	2	38.983
3	855000000	256QAM	7.300	3	40.366
4	861000000	256QAM	7.500	4	40.366
5	579000000	256QAM	3.500	5	38.605
6	585000000	256QAM	3.200	6	38.983
7	591000000	256QAM	3.500	7	38.605
8	597000000	256QAM	4.200	8	38.983
9	603000000	256QAM	4.100	9	38.983
10	279000000	256QAM	-0.400	1	38.983
11	615000000	256QAM	3.900	11	38.605
12	621000000	256QAM	3.900	12	38.983
13	633000000	256QAM	5.200	13	40.366
14	639000000	256QAM	5.000	14	38.983
15	645000000	256QAM	4.700	15	38.983
16	651000000	256QAM	4.400	16	38.983
17	657000000	256QAM	4.900	17	38.983
18	663000000	256QAM	4.900	18	38.983
19	669000000	256QAM	5.100	19	40.366
20	675000000	256QAM	4.800	20	40.366
21	681000000	256QAM	4.500	21	38.983
22	687000000	256QAM	4.600	22	38.605
23	693000000	256QAM	5.000	23	40.366
24	699000000	256QAM	5.200	24	38.983
25	705000000	256QAM	5.000	25	38.983
26	711000000	256QAM	5.000	26	38.983
27	717000000	256QAM	5.100	27	38.983
28	723000000	256QAM	5.300	28	40.366
29	825000000	256QAM	7.000	29	40.366
30	831000000	256QAM	6.600	30	38.983
31	837000000	256QAM	6.400	31	38.983
32	843000000	256QAM	6.500	32	38.983

OFDM Downstream Overview

Receiver	FFT type	Subcarr 0 Frequency(MHz)	PLC locked	NCP locked	MDC1 locked	PLC power(dBmv)
0	NA	NA	NO	NO	NO	NA
1	4K	275600000	YES	YES	YES	0.900002

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	22100000	ATDMA - 64QAM	41.750	5	3200000
2	36996000	ATDMA - 64QAM	39.750	8	6400000
3	30596000	ATDMA - 64QAM	38.500	7	6400000
4	25300000	ATDMA - 64QAM	41.750	6	3200000

OFDM/OFDMA Overview

Channel Index	State	lin Digital Att	Digital Att	BW (sc's*fft)	Report Power	Report Power1_6	FFT Size
0	DISABLED	0.5000	0.0000	0.0000	-inf	-1.0000	4K
1	DISABLED	0.5000	0.0000	0.0000	-inf	-1.0000	4K

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.

[57]

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.

[pinkpather101]

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.

Problem:

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!

[Datalink]

@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?

[macdaddu22]

I will try, appreciate the help

[zippyzoomx2]

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.

[RogersMoin]

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. 

Cheers,

RogersMoin

[zippyzoomx2]

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 [192.124.249.162]
over a maximum of 30 hops:

1 3 ms 4 ms 6 ms 10.0.0.1
2 12 ms 8 ms 13 ms 99.
3 14 ms 11 ms 11 ms 8077-dgw01.ym.rmgt.net.rogers.com [69.63.255.105]
4 16 ms 12 ms 16 ms 209.148.233.205
5 37 ms 39 ms 35 ms 209.148.237.21
6 29 ms 27 ms 30 ms be812.ccr41.ord03.atlas.cogentco.com [154.54.9.9]
7 65 ms 40 ms 38 ms be2765.ccr41.ord01.atlas.cogentco.com [154.54.45.17]
8 23 ms 24 ms 25 ms be3469.rcr51.b022161-0.ord01.atlas.cogentco.com [66.28.4.194]
9 40 ms 38 ms 34 ms 38.142.17.218
10 42 ms 37 ms 33 ms cloudproxy10162.sucuri.net [192.124.249.162]

Trace complete.

[zippyzoomx2]

Here is additional tracert information for store.pointalliance.com

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

Tracing route to store.pointalliance.com [40.71.235.101]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 10.0.0.1
2 17 ms 18 ms 13 ms 99.240.108.1
3 13 ms 18 ms 14 ms 8077-dgw01.ym.rmgt.net.rogers.com [69.63.255.105]
4 16 ms 16 ms 17 ms 0-14-0-11-cgw01.ym.rmgt.net.rogers.com [209.148.235.149]
5 10 ms 11 ms 11 ms 209.148.235.218
6 * * * Request timed out.
7 14 ms 13 ms 16 ms ae20-0.icr02.yto20.ntwk.msn.net [104.44.237.159]
8 36 ms 35 ms 52 ms be-102-0.ibr01.yto20.ntwk.msn.net [104.44.20.151]
9 32 ms 35 ms 33 ms be-9-0.ibr01.nyc30.ntwk.msn.net [104.44.16.153]
10 41 ms 39 ms 34 ms be-5-0.ibr01.ewr30.ntwk.msn.net [104.44.7.103]
11 36 ms 43 ms 39 ms 104.44.16.9
12 34 ms 37 ms 39 ms ae142-0.icr02.bl7.ntwk.msn.net [104.44.21.208]
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.

C:\WINDOWS\system32>

[RogersMoin]

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. 

Regards,
RogersMoin

[57]

Using the URL in post 118, I get a login screen using Crome on my Mac at home on Rogers Internet.  I'm not sure if that helps.

Here's a link to additional tips if a browser doesn't work.  

https://communityforums.rogers.com/t5/Internet/Unable-to-load-certain-website-s-and-or-videos/m-p/46...

Here's what I saw when I got to the link in post 118, after declining the cookie popup (which may be the source of the issue per the link above).

I also tried FF & Safari without issue.

[zippyzoomx2]

You are seeing the correct website but I am still not able to access this site from my home network which is Rogers Ignite.

[57]

Did you check all the tips in my link in post 121?

[eltonmalope]

Everytime I try to change my wireless price plan I get a message saying "Sorry something went wrong we are working to fix the issue" it's been like that for days I don't know what is wrong

[RogersYasmine]

Hi @eltonmalope,

Thanks for your post! I'm so sorry to hear you've been getting that error message when attempting to do a plan change via self-serve. That's not good!

By any chance, have you had an opportunity to try any of the tips found here? If so, what was the outcome?

We look forward to your response!

RogersYasmine

[CML2]

I cannot access my rogers email on my chromebook. In fact, when I type in rogersmemberscentre in my browser, nothing loads,,, the screen is just blank. I have checked that javascript is on and I have ensure that it says allow pop up ads. Why can I not access rogersmembercentre on my this chromebook??