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

Turning off IPv6 didn't fix it. 😞

 

I ran around 20 speed tests to see if anything shows up there and I did notice instability. Download speeds fluctuated between 500-950 Mbps and upload speeds fluctuated between 15-40 Mbps. Ping was <10.

 

There was one outlier where download speed was 89 Mbps. And another where ping was 37 ms.

 

There were a lot of failed tests too though where I couldn't establish a connection to the test server.

 

Some more information I just noticed:

 

When I set video playback quality to "auto" on video players, they always default to the lowest resolution (like 360p or 480p). Before I started having these issues, default resolution would always be the highest available (usually 1080p). In video players where I can't manually set resolution (like TSN Go), I am stuck with 360p since the player picks the best resolution for my connection. Videos will also freeze frequently (especially if I manually set the resolution to 720p/1080p). I'm guessing this rules out DNS issues?

 

When I play video games, my ping is good, but I will lose connection to the server every now and then (which did not happen before these issues started).

 

Internet service also tends to die completely after around 2 am almost every night (for a few hours). Not sure if that is an indicator of any local issues too.

 

I'm really at a loss as to what the problem is. The internet is virtually unusable like this. As mentioned, I've had the exact same issue twice this year already, and both times it was resolved only after a total cable outage occurred in my area (the slow website loading seemed to be a precursor to the outage). The problem went away after crews addressed the outage (both outages lasted 1-2 days). I'm hoping that's not the issue again as I would like to be able to resolve this immediately. I'm a PhD student and trying to do research like this is a huge pain in the ***.

 

Update: 11:30 PM right now and no issues (was pretty much unusable for the past few hours). That lends some credence to the congestion theory again (but again, speed tests don't really indicate that). This is really perplexing.

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Moderator
Moderator
Posts: 922

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

Hello @Raps_in_4,

 

It definitely does sound frustrating trying to do research when your connection is unstable or slow.

 

We want to ensure that your service is working consistently and would like to investigate this matter further. From what you’ve described it does sounds like congestion at the Node but usually, speed test results would be affected so it is odd that your speeds are normal. We would like to run some diagnostic tests on the Node in your area to see if there is anything we can detect as well as some signal tests on the line going to your modem.

 

Please send us a private message @CommunityHelps the next time you're online and we can take a closer look.

 

For more information on our private messaging system check out our blog.

 

Regards,

 

RogersTony

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I Plan to Stick Around
Posts: 14

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

Hi Tony,

 

I spoke with support on the phone last week and they said they noticed some signal issues from their end and they would send a technician over. A technician arrived today and said everything looked fine except for an exceptionally strong signal, which he reduced (he said this might cause issues with the CODA modems). However, this did not solve my problem. The technician was here when I tested the internet, and websites were once again loading very slowly (despite the speed test showing 800 down/40 up with 4 ping). He said the issue is most likely on the backend as there were no other issues he could identify at my house.

 

This goes along with my previous experiences with this error where it was only resolved after a neighbourhood outage occured. After crews restored service, the problem went away.

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I Plan to Stick Around
Posts: 14

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

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).

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Moderator
Moderator
Posts: 922

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 

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I Plan to Stick Around
Posts: 14

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

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.

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Moderator
Moderator
Posts: 922

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 

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Resident Expert
Resident Expert
Posts: 6,829

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.



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I Plan to Stick Around
Posts: 14

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

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.

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I Plan to Stick Around
Posts: 14

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

@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