Unable to load certain website(s) and or videos

Need Help?

That's what we're here for! The goal of the Rogers Community is to help you find answers on everything Rogers. Can't find what you're looking for? Just ask!
cancel
Showing results for 
Search instead for 
Did you mean: 
Reply
Highlighted
I'm Here A Lot
Posts: 8

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

You Tube

 

Hello:

Last time I was on here with a problem received solution really quickly...That was great. This one is about You Tube video viewing. During any You Tube video and at no specific time of viewing the picture freezes and/or breaks up but the sound continues. Eventually the picture catches up with the sound and all is good for a while and then it does it again. Bit annoying. Just wondering if it's the connection from internet or something else.  I have Rogers Ignite 60.

Thanks for any information.

 

 

 

 

 

Highlighted
Resident Expert
Resident Expert
Posts: 3,428

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

@dugger36: It would depend:  Sometimes certain websites can become congested and they cannot "feed" as many people as are attempting to watch a particular programme/item.

 

The best test is to try watching at "non-peak" hours like midnight to see if it happens then. If it still happens then, then it may be another issue. If it happens more during prime time, that is likely your issue.

 

Also, are you connected via Ethernet cable or WiFi. If WiFi, that could be your issue even though your Ignite 60 download speed should be more than adequate.  There are lots of threads on here on diagnosing WiFi issues in the home.  Use a direct cable connection as a test if it's happening with WiFi.

 

I assume you've done a Speedtest and it's meeting or exceeding the 60 mbps speed.  Everyone should be getting what they pay for, or a bit more,  at that speed package.



Highlighted
I've Been Here Awhile
Posts: 3

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

Pls resolve this issue. This is driving me crazy. I need reimbursement for data overages as well please and thanks
Highlighted
Resident Expert
Resident Expert
Posts: 6,829

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

@Doggyd what modem do you have, one of the black CGN3xxx modems or the white CODA-4582?  

 

If you have the CODA-4582, try disabling IPV6 to see if that has any effect.  Log into the modem, navigate to the BASIC .... GATEWAY FUNCTION tab and select IPV4 for the Router Mode.  Save the changes.  The modem will take about three to four minutes to change to IPV4 only.  Usually I reboot the modem and the connected device.  

 

Can you give that a go and see if it resolves any of the website issues? 



Highlighted
I'm Here A Lot
Posts: 8

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

Hi:

Thanks for the quick reply. I shall try what you suggest, watching videos off peak times. I tried the speed test and all seems ok there. If there is still a problem I'm thinking I should contact Rogers tech. support...Thanks again.

Highlighted
I've Been Around
Posts: 1

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

We have upgraded to connection speed, that involved upgrading the modem as well.

With the new, improved model I started experiencing similar problems:

Google-related web sites were accessible, lots of others were not.

I searched for solution on the web, tried everything I found, like flushing DNS data, etc. it didn't work.

After a few days, the problem seem to have gone away.

Then, my wife's computer experienced the same problem. We have tried lots of things, eventually found out one remedy:

The modem is dual band. If you are connected to 2.4 GHz and have the problem you can switch to 5GHz and the problem goes away (or vice versa).

The next day, my PC started misbehaving the same way. Switching from 2.4 to 5 G did work.

Still, some PC didn't have 5G- capable modem and that method could not be used.

Eventually, I think I found what was wrong.

Checked ipconfig for the IP address. The modem address was 192.168.0.1. The computer that did connect had three of the numbers the same as that of the modem. The one that had problems had only the first two numbers the same.

Solution: change IP address from automatic to manual, assign the address that has the same three numbers as that of the modem (the last one has to be different for each device), e.g. 192.168.0.31

This resolved the connection problems on two out of two computers.

 

Highlighted
Resident Expert
Resident Expert
Posts: 6,829

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

@lshz, the IP Address issue is a headscratcher.  I can't think of a reason for the modem to refuse to hand out an IP address.  

 

As for the web site access, can you try the following when you have time, and that is to switch the modem from dual mode IPV4 and IPV6 operation to IPV4 mode only.  To do that, log into the modem, navigate to the BASIC .... GATEWAY FUNCTION tab, and change the Router mode from Dual to IPV4 only.  Save the setting.  It will take a couple of minutes for the modem to switch to IPV4 mode.  I usually reboot the modem after that.  To do that, navigate to ADMIN .... DEVICE RESET and run a reboot using the Reboot function.  That reboot should ensure that the connected devices all have a singular IPV4 address that they are using.   One thing to note, if you run an XBox, you might prefer to have IPV6 enabled, however, it would be worth testing the web site access with IPV4 set as the Router Operating Mode. 

 

For the wifi, please have a look at the following:

 

Check/set the following 2.4 Ghz wifi parameters:

 

Wireless Mode:  802.11 n

Channel Bandwidth:  20/40 Mhz, although, for test purposes you could set this to 20 Mhz.  In a crowded wifi environment, I would set this for 20 Mhz.  It would most likely default down to 20 Mhz on its own anyway.

Wireless channel:  AUTO or, to an open channel if one existed, or to the channel that offers the least interference from neighboring routers and modems

WPS Enabled:  OFF

Security Mode:  WPA-Personal

Auth Mode:  WPA2-PSK

Encrypt Mode:  AES only

 

Save the setting and ensure that the Encrypt Mode stays on AES only.  If it changes on its own to TKIP/AES, change it back to AES only and save the setting again.  TKIP is no longer secure and will cause the wifi data rates to cap at 54 Mb/s which is the 802.11g rate.

 

Check/set the following 5 Ghz wifi parameters:

 

Wireless Mode:  802.11 a/n/ac mixed

Channel Bandwidth:  80 Mhz, although, for test puposes you could set this to 40 Mhz.  I would revert back to 80 Mhz after running a 40 Mhz test.

Wireless channel:  149 to 161

WPS Enabled:  OFF

Security Mode:  WPA-Personal

Auth Mode:  WPA2-PSK

Encrypt Mode:  AES only

 

Once again, save the setting and ensure that the Encrypt Mode stays on AES only.  If it changes on its own to TKIP/AES, change it back to AES only and save the setting again.  

 

Reboot the modem if you had to make any changes, ADMIN ..... DEVICE RESET .... Reboot.

 

 

Look at your wifi environment using one of the following applications:

 

 

http://www.techspot.com/downloads/5936-inssider.html

 

https://www.acrylicwifi.com/en/wlan-software/wlan-scanner-acrylic-wifi-free/

 

http://www.nirsoft.net/utils/wifi_information_view.html

 

Or,

 

For IOS

 

https://itunes.apple.com/us/app/network-analyzer-lite-wifi/id562315041?mt=8

 

For Android

 

https://play.google.com/store/apps/details?id=com.farproc.wifi.analyzer&hl=en

 

In the modem itself, if you have a white CODA-4582 modem, there is a wifi Site Survey under ADMIN .... DIAGNOSTICS.  Since it uses all three of the 2.4 Ghz antenna and all four of the 5 Ghz antenna, its fairly sensitive compared to a laptop or phone.  The user interface isn't great, but, you can copy all of the data in one go and dump it into something like MS Excel, where you can sort it any way you want.

 

 

My personal choice is InSSIDer.  Thats the last freebie version of inSSIDer and at this point in time is getting a little old.  Its fine for 2.4 Ghz application and does work for 802.11n 5 Ghz networks.  It does display 802.11ac networks but not as well as it should.  This has become a licenced application now for $20 US and works very well for both frequency bands, 2.4 and 5 Ghz.  

 

The other applications are fine for 802.11ac.  Acrylic is graphical, WifiInfoView is text only.  

 

 

What you want to do is determine what channels in the 2.4 Ghz band offer the least number of users, and in the 5 Ghz band, what channels in the 149 to 165 range are occupied and if so, which offers the least competition in terms of occupancy or signal level for any given channel.  If you can find a channel or channel range in that group that is not occupied, that will be the best choice.  

 

Ok, have a look at the wifi settings and at the number of users in the 2.4 and 5 Ghz bands and see if you're able to find a better channel to use for your own wifi network.

 

Please let me know if the change to IPV4 Mode restores access to the web sites.



Highlighted
I Plan to Stick Around
Posts: 14

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

Websites loading slowly but speed tests fine 

 

For the past week or so, websites have been loading very slowly. Not every time I load a website, but every now and then (maybe every 2-3 pages). Speed tests have been fine though (800+ up/30+ down and <10 ping). Web pages can take up to 30 seconds to load, sometimes timing out. There is no pattern for what websites are affected, everything from Facebook, Reddit, MLB.com, Google search, this website, etc.. This has happened to me twice in the past year. Each time, the slow loading lasts for a week or two, then there is a major 24-48 hour cable outage in the neighbourhood (which leads me to believe it might be a Rogers issue again). After service is restored, the slow loading issues go away.

 

I have flushed DNS cache and switched to Google DNS, but that hasn't helped. I use the big white Rogers modem. Resetting it doesn't fix anything. No third party firewalls are enabled. I connect using ethernet directly to the modem (I don't use any routers or switches). I have tried multiple ports and different cables. No change. The issue occurs in all browsers I tested (Firefox, Chrome, and Edge). Computer is clean of any malware/viruses (ran tests with Avast, Malwarebytes, and AdwCleaner).

 

Alternatively, could the modem be dying?

 

I am in the York Mills/DVP area.

Highlighted
I Plan to Stick Around
Posts: 14

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

The problem seems to get a lot worse in the evenings. Simple Google searches are taking over a minute. Could it be congestion/throttling?
Highlighted
Resident Expert
Resident Expert
Posts: 1,108

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


@Raps_in_4 wrote:
The problem seems to get a lot worse in the evenings. Simple Google searches are taking over a minute. Could it be congestion/throttling?

@Raps_in_4

it's weird that your speedest are fast, but loading a web site takes forever. Can you log into the modem and post the DOCSIS WAN Signal levels. The fast that it gets worse at night leads me to believe it's congestion, but the speedtest contradicts that. 

 

Also have you tried to disable ipv6 in the modem and trying to see if things load faster. You can do that when you log into the modem.