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@Breadwinka Those error stats look really weird to me. You have a huge number of uncorrectables on the downstream DOCSIS 3.0 QAM channels but no uncorrectables on the DOCSIS 3.1 OFDM channels. You should only be using the downstream D3.1 channels, so it's great that those look clean... but I also would not expect to see that when your D3.0 error stats are a disaster. The SNR on some of your D3.0 channels is below 30 dB, which is WAY outside of norms. I don't know whether the problem is with your Ignite modem/gateway or a problem with the cable plant in your neighbourhood.
I think you need to circle back with the @CommunityHelps team and ask them to check the stats of your neighbours.
Also, how is your XB7 gateway connected to the Rogers network? Is it being fed directly by the cable coming in from outside or are there connectors or splitters between the point-of-entry and the wall jack where your modem connects?
@Breadwinka is there a Counter Reset available on that page to reset the Codeword Error numbers back to zero? If so, here's what I would do, if you have the time. At the top of the hour, log into the modem, copy the three tables and either post them or dump them into Microsoft Word, and then reset the counters back to zero. Do the same, at the start of the next hour. I'm wondering what the data will show, hour to hour.
Just as a comment, from past posts in the forum, a highly loaded neighbourhood node can exhibit poor performance, resulting in wild ranges in signal levels, packet loss and others. I'd ask the moderators @CommunityHelps to look at the load levels of the neighbourhood node and CMTS. That data should be captured, if not every minute, then at least in 5 minute intervals. Rogers knows very well what those load numbers are. You might not be told what the numbers are, but, I'd be looking for some indication as to whether those load numbers are high, as in above 90%, or lower than that.
If you keep seeing high error counts in the 4:30 to 6:00 pm time frame, every day, I'd suspect a high load thru the modem or, high loads thru the neighbourhood node. What happens in the evening, in the 7:30 to 9:30 time frame?
Fwiw I agree with @-G-. I'd go back to @CommunityHelps to take another crack at this. Your error stats are very odd to say the least. Also, fwiw, you have an unusual OFDM channel configuration. Your modem is running two downstream OFDM channels. Typically, there is a single OFDM channel running, starting at 350 Mhz. So, your CMTS and neighbourhood node are running an unusual configuration. Whether that has anything to do with your current problems remains to be seen. The future, at some point down the road is to do away with the QAM channels (1 to 32) and run OFDM channels in both directions. Thats the goal for most of the ISPs these days as the OFDM channels can run much higher data rates in both directions. To do that however, the cable plant performance has to improve. I don't think we're anywhere near that point yet, in terms of Rogers cable plant performance.
For ping tests, don't ping google. Ping the CMTS. To do that, run a trace to anywhere, google for example:
tracert www.google.ca
I suspect that will produce an IPV6 trace.
To run an IPV4 trace, use:
tracert -4 www.google.ca
With the modem in its default Gateway configuration, the modem will be the first hop in the trace. The CMTS will be the second hop. Ping the CMTS. You can use either an IPV4 or IPV6 address to ping the CMTS. In theory, you shouldn't see much difference, if any, however, Rogers has had IPV6 configuration problems with the CMTS before. They are hard to track down and harder yet to convince anyone that there's a problem with the CMTS.
ping -n 3600 xxx.xxx.xxx.xxx assuming that you run an IPV4 trace. You can use the IPV6 address as well
That will run a hour long ping test and terminate automatically. It would be interesting to see those results for both IPV4 and IPV6.
You indicated that the modem was connected directly to the outside cable. Typically for a house, there is a nylon enclosure mounted near the external electrical box. That Network Interface Device (nylon enclosure) typically holds a cable ground block, with a copper ground line running out of the box and clamped to the electrical box. Is that you have have on the outside of your home, or does the cable run directly into the home and then to the modem, without any ground block?
@Datalink wrote:
Also, fwiw, you have an unusual OFDM channel configuration. Your modem is running two downstream OFDM channels. Typically, there is a single OFDM channel running, starting at 350 Mhz. So, your CMTS and neighbourhood node are running an unusual configuration.
I believe that this is the new normal. We first saw this with customers in the Maritimes. A few months, my area (in Northeast GTA) also got switched to a 2 downstream OFDM channel config... but are still running D3.0 upstream, and still waiting for our upload speeds to be increased.
Yes, I (and others) have seen this before. I have no idea why it happens but it happens, and the stats page will return to normal. When I did see this, as far as I could tell, my service was not impacted in any way.
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