Unstable 500u internet

[kevinspacey]

It is been 1 month of Rogers 500u internet and it has been a very frustrating experience. Had 3 modem changes and 4 tech visits. First 2 times the modem probably was a refurbished modem and finally after demanding a new one they gave a brand new modem.

The less the said about the technicians the better. All they did was check signal strenght and add Spliterrs and atenuators. None of them were capable of resolving the issue.

Finally after some analysis of what the techs we're trying I moved the modem from basement close to fibre point to upper level in the house and internet has been steady for last 24 hrs. I am wondering does having the modem too close to fibre outlet could be the cause of instability?

*Edited Labels*

[RogersAndy]

Hey @Meppo,

Given the circumstances surrounding the issues you're facing with your internet connection you're well within your right to be skeptical, but I'm confident we can assist and see what's going on with your service as well as seeing a resolution to it. To start would be be able to log into your modem and provide me with a screen shot of the signal levels? Also any indication of what it is you've been experiencing and when?

RogersAndy

[Meppo]

This forum doesn’t appear to have the ability to accept uploaded images. At least not the mobile version.
Doesn’t matter though. I have an Ignite box literally right next to the modem with a near perfect signal and it is also unwatchable. The box loses its internet signal and freezes. The box is still running (can bring up menus etc) and most times changing the channel back and forth brings it back. The Ignite system does not appear to be the problem. It’s the internet. Like I said, a quick google search takes 5+ seconds if it works at all. I usually have to hit search a few times before it goes through. It’s as if my internet connection goes to sleep when left idle for a few seconds.

[kevinspacey]

Even though it is not as bad as before I still have intermittent loss of internet on a daily basis most of the time the outage is between 2 to 4 and 8 to 9.
Please find my signal logs. Don't know why SIgnal to noise ratio is negative on some channels

DOCSIS WAN
This menu displays both upstream and downstream signal parameters

DOCSIS Overview
Network Access Permitted
IP Address 
Subnet Mask 255.255.240.0
Gateway IP Address 
DHCP Lease Time 😧 07 H: 00 M: 00 S: 00
Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 597000000 256QAM 0.800 8 38.983
2 849000000 256QAM -0.800 2 37.636
3 855000000 256QAM -0.900 3 35.595
4 861000000 256QAM -1.200 4 37.356
5 579000000 256QAM 0.900 5 38.983
6 585000000 256QAM 1.000 6 38.983
7 591000000 256QAM 0.700 7 38.983
8 303000000 256QAM 1.000 1 40.366
9 603000000 256QAM 0.800 9 38.983
10 609000000 256QAM 0.600 10 38.983
11 615000000 256QAM 0.700 11 38.983
12 621000000 256QAM 0.700 12 38.983
13 633000000 256QAM 1.100 13 40.366
14 639000000 256QAM 1.200 14 40.366
15 645000000 256QAM 1.100 15 40.366
16 651000000 256QAM 1.100 16 40.366
17 657000000 256QAM 0.900 17 40.946
18 663000000 256QAM 0.700 18 38.983
19 669000000 256QAM 0.600 19 38.983
20 675000000 256QAM 0.400 20 38.605
21 681000000 256QAM 0.300 21 38.983
22 687000000 256QAM 0.400 22 38.983
23 693000000 256QAM 0.300 23 38.983
24 699000000 256QAM 0.400 24 38.983
25 705000000 256QAM 0.300 25 38.605
26 711000000 256QAM 0.200 26 40.366
27 717000000 256QAM -0.200 27 38.983
28 723000000 256QAM -0.400 28 38.983
29 825000000 256QAM -0.500 29 35.780
30 831000000 256QAM -0.300 30 37.356
31 837000000 256QAM -0.500 31 37.636
32 843000000 256QAM -0.700 32 37.356
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 1.000000
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 30596000 ATDMA - 64QAM 34.250 3 6400000
2 13696000 ATDMA - 64QAM 32.500 1 6400000
3 23700000 ATDMA - 64QAM 33.750 2 6400000
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

[juched]

Disconnects and Sync Timing errors in Modem

Been running 500U for a while, with a CODA-4582U modem in bridge mode.  Been watching it on and off for a while now where my internet drops and then comes back 30 seconds to a minute later.

Looking for some insight on this one.  A physical issue with my line?

Here are the errors in the log.  See the loss of sync?  And only a partial restore?

8 01/13/2019 22:38:04 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=90:XX:XX:XX:XX:XX;CMTS-MAC=00:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
9 01/13/2019 22:38:05 82000300 critical Ranging Request Retries exhausted;CM-MAC=90:XX:XX:XX:XX:XX;CMTS-MAC=00:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
10 01/13/2019 22:38:05 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=90:XX:XX:XX:XX:XX;CMTS-MAC=00:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
11 01/13/2019 22:38:05 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=90:XX:XX:XX:XX:XX;CMTS-MAC=00:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
12 01/13/2019 22:38:06 82000300 critical Ranging Request Retries exhausted;CM-MAC=90:XX:XX:XX:XX:XX;CMTS-MAC=00:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
13 01/13/2019 22:38:06 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=90:XX:XX:XX:XX:XX;CMTS-MAC=00:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
14 01/13/2019 22:38:07 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=90:XX:XX:XX:XX:XX;CMTS-MAC=00:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
15 01/13/2019 22:38:08 82000300 critical Ranging Request Retries exhausted;CM-MAC=90:XX:XX:XX:XX:XX;CMTS-MAC=00:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
16 01/13/2019 22:38:08 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=90:XX:XX:XX:XX:XX;CMTS-MAC=00:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
17 01/13/2019 22:39:19 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=90:XX:XX:XX:XX:XX;CMTS-MAC=00:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
18 01/13/2019 22:39:24 84000500 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=90:XX:XX:XX:XX:XX;CMTS-MAC=00:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
19 01/13/2019 22:39:37 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=90:XX:XX:XX:XX:XX;CMTS-MAC=00:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
20 01/13/2019 22:39:59 84000700 warning RCS Partial Service;CM-MAC=90:XX:XX:XX:XX:XX;CMTS-MAC=00:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

Here is my downstream.  See how 6 of the entries have a real low signal to noise ratio?

Downstream Overview
Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	256QAM	4.000	7	38.983
2	849000000	256QAM	2.800	2	38.983
3	855000000	256QAM	2.300	3	38.983
4	861000000	256QAM	1.700	4	38.983
5	579000000	64QAM	3.600	5	4.191
6	585000000	64QAM	4.100	6	4.191
7	591000000	64QAM	4.100	1	4.191
8	597000000	64QAM	4.100	8	4.191
9	603000000	64QAM	4.400	9	4.191
10	609000000	64QAM	4.800	10	4.191
11	615000000	256QAM	4.700	11	38.983
12	621000000	256QAM	4.500	12	40.366
13	633000000	256QAM	4.300	13	38.605
14	639000000	256QAM	4.500	14	40.946
15	645000000	256QAM	5.000	15	40.366
16	651000000	256QAM	5.400	16	40.366
17	657000000	256QAM	5.500	17	38.983
18	663000000	256QAM	5.600	18	38.605
19	669000000	256QAM	6.100	19	38.983
20	675000000	256QAM	6.400	20	38.983
21	681000000	256QAM	6.200	21	40.366
22	687000000	256QAM	5.900	22	38.983
23	693000000	256QAM	5.500	23	38.983
24	699000000	256QAM	5.500	24	40.366
25	705000000	256QAM	5.300	25	38.983
26	711000000	256QAM	5.100	26	40.366
27	717000000	256QAM	4.900	27	38.983
28	723000000	256QAM	5.100	28	38.983
29	825000000	256QAM	5.700	29	38.983
30	831000000	256QAM	5.000	30	38.983
31	837000000	256QAM	4.100	31	38.605
32	843000000	256QAM	3.300	32	38.983

Upstream seems ok:

Upstream Overview
Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	30596000	ATDMA - 64QAM	33.500	1	6400000
2	38596000	ATDMA - 64QAM	37.500	3	3200000
3	23700000	ATDMA - 64QAM	32.250	2	6400000

Thank you!

[RogersMoin]

Hello, @juched.

I appreciate your detailed post; the issue could be internal. The matter could be related to the coax riser cable or related to other components of the coax cabling inside your home. 

Have you made any changes, like relocating the modem or add a splitter etc. prior to noticing the intermittency? 

Please keep us posted. 

Cheers,

RogersMoin

[Meppo]

RogersMoin,

I haven’t made any changes. It’s exactly as the installing tech left it. There are no splitters or filters. The coax comes from the street to my house, through a few couplings that the tech installed and connects directly to my modem and nowhere else.

[RogersMoin]

Hello, @Meppo.

Sorry for the confusion, my question was directed to @juched. It's possible you may be experiencing a similar issue. It's certainly good to know there were no changes made to the installation. 

As asked in the previous response by RogersAndy can you post the signal levels for the analysis?

Thanks,

RogersMoin

[Vladimir1]

Hi, 

Please read my today's post (from Vladimir1) regarding my first experience with Ignite 500, Hitron CODA-4582 modem and DNS: Device is vulnerable to attack.

Vulnerability ID CVE-2017-14491 (if it really exists as Avast antivirus reports) may cause many problems including instability in modem work.

[RogersAndy]

Hey @Vladimir1!

The issue you presented can likely be addressed by a firmware update as recommended for you :). This particular DNS overflow issue isn't likely to be a general concern. We have forwarded your feedback though to the appropriate parties for testing and should we have any available updates pertaining to it we'll keep the community informed.

RogersAndy

[Elestriel]

So we're now a week after I got a text message from Rogers stating that my "issue" was fixed. I don't know what the issue was, but things did seem better.

Until tonight.

Here's what PingPlotter looks like when hitting my Final Fantasy XIV server.

There are two issues here. The first points to the local area issues we've been having, when you see steps 3, 4, 6, and 7 - which are within the Rogers network - showing a fair amount of judder and packet loss. This is the issue I'd like to see fixed most.

The second issue is NTT's horrendous NYC to Seattle pipeline. I've reached out to the FFXIV staff, who have told me to reach out to my ISP. I've reached out to Rogers, who have told me to reach out to the game's staff. I've reached out to NTT, who have told me to shove off since I'm not their customer. It seems that about 70% of the time, Rogers routes us down to the NYC NTT handoff point, but the other 30% of the time we're routed through Chicago. When we're routed through Chicago, our average RTT is about 100ms, but when we route through NYC, our average is closer to 130ms, and we can see enormous packet loss. This issue has been plaguing us ever since we moved into this house in June. I would love to see Rogers set up routing for our neighbourhood to always go through Chicago when accessing FFXIV servers.

Cheers!

[Meppo]

I tried cutting and pasting from the modem’s web interface but it doesn’t format well from a table to plain text in order to paste it here. I would have to use an editor to reformat/organize the info. I’m not willing to waste my time at your whim. I’ve also spent a lot of time talking to tech support tonight - which only served to further frustrate me. They can’t see past they’re troubleshooting checklist. It always ends the same way, they send a tech, he checks connections and signal levels, finds nothing obvious, and leaves.
I’ve decided to cancel this service and return to the slow (but functioning) Bell. I’m also cancelling my Rogers wireless, and business services, just on principle.

[6400]

does any body know if rogers ignite needs a poe filter on main line having trouble reaching purchased speed have 500 mps only hitting 180 mps

[kevinspacey]

After living for 4 months with horrible internet. Finally i took rogers to task and tried to get a senior tech. However a senior Tech  needs 3 regular tech visits in a month before they can schedule a senior tech.  Had a senior tech come to the house 10 days ago after 3 regular tech visit in 1 month. Finally there seems like light is at the end of tunnel.

The senior tech came and swapped the external fiber connector and also the port on the main box. After this change we still had some instability however the connection would come right back.
Also we saw the modem would lose wifi but the physical connection still had internet.

the coda modem is garbage. It has very flaky wifi which contributes to the modem instability. I have my own routers so I have disabled the wifi and modem instability has reduced.

Anyone facing the instability issue I suggest ask the Rogers tech to change the external port. And also the fiber connector. I suspect these external boxes have bad ports .

2ndly I suggest u get ur own routers and disable wifi on Rogers modem and use it purely as modem.

[SyedMomin]

You are not alone as every Rogers customer faces this issue and its not new. I am facing this issue for a long time. I called Rogers tech support twice. Both times they were unable to find any issue on phone so they send technicians to fix the issue but technicians were also unable to fix the problem and promised to come back with a solution but never returned.

[RogersAndy]

Hey @SyedMomin!

I can only imagine how incredibly troubling having such an ongoing intermittent internet issue must be! I feel for ya, and I'd be happy to help see this to resolution. 

Can you tell me a bit more about what you're experiencing? From there we can provide some steps to assist in identifying where the issue is coming from.

@RogersAndy

[Gerry123]

I had the same issue with Ignite when it was installed.  I wrote a letter to the CEO of Rogers and sent it by registered mail to make sure that someone actually paid attention to my situation.  I received a call from Rogers head office within 24 hours.  Since the letter has been sent, I have a contact at head office to connect to if there is any issue.  My internet speed ranges between 30 - 350 and not 500 as advertised.  I am able to get a senior technician within 24 hours.  Some of the techs sent to look into issues are not very well educated on how to fix internet issues