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Unable to load certain website(s) and or videos

digigreenrobot
I've been around

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***

124 REPLIES 124

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

Raps_in_4
I plan to stick around

So I may have solved my issue.

 

I ran this DNS benchmark tool: https://www.grc.com/dns/benchmark.htm

 

I then switched to the top two recommended DNS servers and, so far, I haven't been encountering the issue. Let's see if it holds up (I will test during higher traffic times tomorrow).

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

Hello @Raps_in_4,

 

It's great to hear that you've gotten this issue resolved!

 

Thank you for posting a potential solution, keep us posted if you notice any issues going forward.  

 

Cheers,

 

RogersTony 

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

Raps_in_4
I plan to stick around

Unfortunately it's back at this time (starting around 11:15 PM and ongoing for the past 30 minutes and counting). 😞

 

I would still recommend trying out that tool as a first resort though if anyone is having what looks like DNS issues.

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

Hello @Raps_in_4,

 

It's quite strange that this issue keeps happening. I personally have not experienced this issue in the past but luckily you've reached the right place!

 

We've got several Resident Experts: @Datalink@gp-se, & @Gdkitty who may be able to shine some light on what is causing this issue and possible solutions.

 

If anyone in the Community has run into similar issues feel free to chime in!

 

RogersTony 

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

@RogersTony@Raps_in_4, I would look at the downstream and upstream signal levels as indicated on the STATUS .... DOCSIS WAN tab in the modem.  Unfortunately the DOCSIS 3.1 OFDM channel data which in included on that page is not correctly displayed and as a result a call to tech support is required as they have access to the correct data. 

 

An overloaded node can result in strange indications at the modem, including unusual data transfer times and signal levels.  So, when the problem starts and continues for a period of time, thats the first item I would look at.

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

Raps_in_4
I plan to stick around

Thank you for getting back to me. I will have a look at these and get back to you with the numbers.

 

I also found a recent post on DSL Reports with other cable users experiencing very similar issues: https://www.dslreports.com/forum/r31685287-Strange-network-issue-I-ve-never-seen-before-on-these-for...

 

EDIT: No issues right now. Will check when they pop up again.

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

Raps_in_4
I plan to stick around

@Datalink

 

So I just attempted to capture the readings during one of these incidents, but the problem is that the modem is also inaccessible while the internet is struggling to load a web page (it's as if all internet traffic stops until the website loads). The lights on the modem appear normal but I can't access the admin panel until the web page finishes loading.

 

These are the readings I got immediately after (I have a few other readouts I can share too):

 

 

DOCSIS WAN

This menu displays both upstream and downstream signal parameters

DOCSIS Overview
Network AccessPermitted
IP Address 
Subnet Mask 
Gateway IP Address 
DHCP Lease Time😧 07 H: 00 M: 00 S: 00
Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1603000000256QAM-1.500940.366
2849000000256QAM-2.200238.605
3855000000256QAM-3.900338.983
4861000000256QAM-4.500438.983
5579000000256QAM-0.400540.366
6585000000256QAM-0.700640.366
7591000000256QAM-1.000739.855
8597000000256QAM-1.800838.605
9303000000256QAM5.100140.366
10609000000256QAM-1.3001040.366
11615000000256QAM-1.1001140.366
12621000000256QAM-0.6001240.366
13633000000256QAM0.0001340.366
14639000000256QAM0.2001440.366
15645000000256QAM0.1001540.946
16651000000256QAM-0.6001640.366
17657000000256QAM0.1001740.366
18663000000256QAM-0.7001840.366
19669000000256QAM-0.8001940.366
20675000000256QAM-1.1002040.366
21681000000256QAM-1.9002138.983
22687000000256QAM-1.6002240.946
23693000000256QAM-2.1002340.366
24699000000256QAM-2.3002438.983
25705000000256QAM-2.4002538.983
26711000000256QAM-1.9002638.983
27717000000256QAM-2.1002737.356
28723000000256QAM-2.7002835.780
29825000000256QAM-2.2002938.983
30831000000256QAM-2.4003038.605
31837000000256QAM-1.8003138.983
32843000000256QAM-2.7003238.983
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES3.700001
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
123700000ATDMA - 64QAM34.75056400000
238595785ATDMA - 64QAM40.75063200000
330596000ATDMA - 64QAM37.00046400000
OFDM/OFDMA Overview
Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size
0DISABLED0.50000.00000.0000-inf-1.00004K
1DISABLED0.50000.00000.0000-inf-1.00004K

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

@Raps_in_4 are these slow load periods long enough for you to attempt contacting tech support?  

 

If so, you would have to hurry the online tech thru the initial inquisition of proving who you and ask him or her to run a signal check on the modem.  The question at this point is, can he or she query the modem, and, is this a modem only problem, or is there some issue further upstream.  

 

Edit:  Those signal levels aren't bad.  I wouldn't think that you would have any issues due to where they are.

 

Do you happen to have another device on hand so that when your pc or laptop appears to lockup, you can have a quick look at the modem or attempt to cruise the net?  I'm wondering if there is any possibility of a cryptocurrency mining program running?  That might happen if you happen to be on a web page that is loading the mining application without notifying you, which is pretty common these days.

 

Running a quick check with another device would confirm or deny that theory.  Seeing the same issue on another device would definitely confirm a modem issue.

 

Is this occurring on an ethernet connected device, wifi connected device, or both? 

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

Raps_in_4
I plan to stick around

@Datalink

 

I've already contacted support and they did a remote signal check. They said they noticed some issues so they dispatched a tech. The tech said the only issue was that the signal might be too strong (which sometimes causes problems with the CODA modems) so he reduced the signal a bit. This didn't fix the issue.

 

I managed to show the issue to him, and he said that it must be a backend issue as everything looks good signal-wise from my end.

 

The loading times are definitely a problem. It can take anywhere from 30-60+ seconds to load a web page, sometimes resulting in a timeout. Videos can have issues playing as well (they will freeze occasionally and default to 480p) and video games will occasionally lose connection to game servers.

 

The issue happens on any website from time to time (including this one). It's happened to me on Google, Reddit, Facebook, NBA.com, MLB.com, etc.

 

I experience it on a laptop as well (which is on wifi; my desktop is on ethernet). I'm not sure about phones as the browsers there can be slow as is, so I'm never sure if it's just the device struggling to load a page in mobile view or the internet.

 

It feels like a DNS issue, but all the fixes I've tried around that haven't yielded any results.

 

Here is a post from yesterday by other Ontario cable users experiencing "DNS-like" issues: https://www.dslreports.com/forum/r31685287-Strange-network-issue-I-ve-never-seen-before-on-these-for...

 

I'm not sure if there is any relationship with my issue.

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

Ok, can you have a look at the additional Edit section above.  One way to demo this would be to run pingplotter to capture the events.  If you're up to it, have a read thru the following post and give it a go.  You don't have to buy a licence for pingplotter unless you want to, and, you can always unload it. 

 

http://communityforums.rogers.com/t5/Internet/Intermittent-disconnects/m-p/364602#M35528

 

This would be useful to run as it can be used to display ongoing events.  If you arrive at a point in time where this starts, stops, starts, stops, you could call tech support and ask the CSR to ping the modem from the CMTS or ping the CMTS from the modem.  When you see packet loss occur due to the problem, the CSR should see the same event.  Hopefully that will cue the tech to look at other modems connected to the same tap, and look further afield to see if this is more of a widespread issue. 

 

In cases like these, persistence is important to seeing that this is resolved.  There's something that isn't right but, whatever it is, it hasn't failed completely, which would make it much easier to find.  So, at this point in time, its going to be a complete pain, but, don't stop calling it to report the problem as it will build a history of poor performance.

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

Raps_in_4
I plan to stick around

@Datalink

 

Thanks for all your help!

 

I will run Pingplotter and continue to contact support.

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

@Raps_in_4 beyond pingplotter, you can run a DNS Monitor program to watch for UDP issues.  From my testing, the 4582 does not have UDP DNS issues and I've run more testing than the DNS Monitor program does, unless you run it for weeks.  

 

The DNSMonitor program can be found here:

 

http://www.tallsoft.com/dnsmonitor.htm

 

Hit the download link on that page to go to the download and then hit the download link for the .exe or .zip file.  The middle link that indicates DNSMonitor actually points to a ping test program, so, use the .exe or .zip link.

 

The program is a little old and only does IPV4, but, you can run multiple DNS queries to Rogers, Google, OpenDNS, etc, etc.  It only runs each query at 1 query per second, although the company claims that it will run queries at 0.5 second intervals.  I've tried that and couldn't get it to run at 0.5 second intervals.

 

So, first step would be to use Pingplotter to look for disconnects and packet loss.  If those are evident, then thats the first items to address.  

 

If there is no disconnects and you have a UDP problem that affects DNS lookups, then that should be evident in these results.  

 

When you start the program, navigate to OPTION ..... ADD DNS.  On that pop up panel, the bottom section marked "Dns" is the only part that really counts.  In there you add the domain name that you want to query, www.google.com for example, leave the DNS Record type at "A" and add the Rogers DNS server in the bottom entry panel.   You could add an Item name so that you know what name is being queried or what Domain Name Server is being queried.

 

Rogers has two IPV4 DNS ip addresses:

 

64.71.255.204
64.71.255.198

 

I just tried both with DNSMonitor and the first one failed with a response that the request was refused for policy reasons.  Huh???  Thats the first that I've ever seen that. The second one runs fine. So, if you happen to have the both listed as a DNS source, with the first one being 64.71.255.204, maybe the query from the pc is being refused, in which case the second one should be used. This is a little odd to say the least. I don't use Rogers DNS, so if there is anything odd going on with those servers I wouldn't normally be aware of any issues.

 

If you run a config/all command at a command prompt that will show if you are using IPV4 or IPV6 for the primary address and what the DNS IP addresses are.  If you're running IPV4 only, and have 64.71.255.204 as the primary address, consider changing both addresses to Google or OpenDNS for test purposes. 

 

Watching the results as I type this up, using Google DNS to lookup up www.google.com, 1800 responses, no failures, as expected.  Using Rogers secondary DNS, 1650 response, no failures, as expected.  I personally find the secondary Rogers DNS to be slow, averaging 37 ms for a response time while google averages 18 ms.  That could be caused by the physical location of Rogers secondary server in relation to Ottawa.  I don't know where its located but its always been slower than the primary Rogers DNS. 

 

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

Raps_in_4
I plan to stick around

So looking at PingPlotter, I've noticed that I experience huge ping spikes (500-800+) whenever the loading issues surface. I'm not sure how to read the packet loss data (I've saved the reports).

 

Here are some screenshots: forums.realgm.com_2.pngwww.nba.com_focus_2.png

 

*** Images not approved due to personal IP addresses visible ***

 

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

johnlawson1
I've been here awhile

Just looked for something interesting to watch on TV and continue to be aggravated that SHOMI is no longer available. That was a key consideration when we signed a contract with Rogers. I saw on one of the forums that Rogers was replacing it with Spotify (whatever that is) but I don't see that on our TV listings. How do we check this out?

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


@johnlawson1 wrote:

Just looked for something interesting to watch on TV and continue to be aggravated that SHOMI is no longer available. That was a key consideration when we signed a contract with Rogers. I saw on one of the forums that Rogers was replacing it with Spotify (whatever that is) but I don't see that on our TV listings. How do we check this out?


@johnlawson1

SHOMI is gone, they cancelled that service a year ago. Spotifiy is a music streaming app that you use on your computer/cell phone.

 

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

johnlawson1
I've been here awhile

How does one go about getting Spotify as a replacement for SHOMI?

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

You would have to contact someone at rogers, you can try messaging @CommunityHelps

 

But any offers for replacement of services, were offered a LONG time ago when Shomi was canceled... they may not be offered anymore.

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

Website Blocked

 

I can access a website on my wireless but not thru my wifi. Is my router blocking it?

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

@Jmckinnon, only if you have a filter set up in the modem to block that website.  Other than that, only reason that comes to mind is the DNS that you're using, which can be set in the modem or in the device.    Its possible that the DNS isn't resolving the address. 

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

Shafeen
I plan to stick around

I am extremely frustrated!!

 

I was on 30Mbps and upgraded to 500u. Modem was changed.

 

Pages would load much faster and the experience for browsing at home was decent when I was on 30Mbps.

 

You would expect that moving to 500u, I would get a better experience. I get the speeds (can get 400Mbps on WiFi and 500Mbps on wired), but the experience is very poor.

 

Can't load pages, can't search gmail, can't download images on whatsapp , etc...

 

What is going on here???

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

Hey @Shafeen,

 

Considering you upgraded your service and equipment, I can certainly understand your frustration. I wouldn't be pleased either in the same scenario.

 

With that said, which modem were you upgraded to, the CODA-4582? Were you able to review some of the solutions provided on this thread? Particularly, the one provided by our Res Expert @Datalink? If not, have a look at post #54. Give it a try and let us know if it resolves your issue! 

 

Kind regards,

RogersCilio

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