Unable to load certain website(s) and or videos

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Resident Expert
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Posts: 6,829

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? 



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Posts: 14

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

@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.

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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.



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

@Datalink

 

Thanks for all your help!

 

I will run Pingplotter and continue to contact support.

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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. 

 



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I Plan to Stick Around
Posts: 14

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

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 ***

 

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I've Been Here Awhile
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Re: Unable to load certain website(s) and or videos

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?

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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.

 



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I've Been Here Awhile
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Re: Unable to load certain website(s) and or videos

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

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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.