@wp519, yes, call tech support. Ask the CSR to run a signal check on the modem. That check should fail automatically due to the high upstream levels which are above the max level. The CSR should then arrange for a tech visit to determine and correct the issue.
The downstream levels aren't too bad, dropping down into the -3/-4 dBmV range, but thats ok, and your downstream signal to noise ratios are ok.
Nope, the amplifier that Rogers uses does not have an amplified port for the Internet cable. Its a straight thru port with a -3.5 loss. This is done so that the intenet data does not suffer any packet loss due to the amplifier. The solution here is to address the low signal levels arriving from the external cable. Adding an amplifier only amplifies an already poor signal.
Call tech support and ask the CSR to run a signal check on the modem. That check will fail automatically and the CRS will arrange for a tech to visit your home again. Indicate that you have already had a tech out to your home, I'm assuming it was a contract tech, and ask for a senior tech, which is a Rogers tech. Ask the CSR to check your neighbors modems as well for the signal levels. If they are low, and I'm assuming that they might be, that points to a problem further upstream, which might require a maintenance crew instead of a tech. Hopefully this time around, you can get the right person or staff working on the problem.
Looking at your signal levels, it appears that you have an original CODA-4582. You're missing several channels which indicates an EMI issue between the 2.4 Ghz and the Docsis tuner. You will need to swap your modem for the same model modem but, the new batch has a black dot on the outside of the packing box and near the power cord plug in point of the modem. That modem has additional shielding to prevent that EMI.
In terms of the best configuration for the cabling, the very best, if the signal levels can't be brought up is to install the amplifier and run the internet feed cable off of the non-amplified port. Ideally that cable would not be split any further, but, even it was, the total loss from the street ot the modem would be -7 dB instead of -10/11 dB. That alone might be enough to make a difference. The remaining devices would be fed from the amplified ports of the amplifier. On the amplifier itself, there should be one port marked VOIP, which is straight thru, non-amplified. That is the port that is used for the internet as well.
The amp only has one input port and one output port? Can you read my additional comments above regarding the modem and cable configuration. You are correct about the splitter losses.
Do I put the amp back in before calling for a signal check.?
This is the amp he installed,
there was no existing wiring to the location the computer/modem sit at so they put a 2way splitter at the tv and ran the rg6 along the back of a sofa and shelf to get to my computer desk. The new route was street -> amp > 4way -> 2way -> modem. I can fish a rg6 to the desk pretty easy and move the 2way to the first step.
Or .... do the following after fishing another RG-6 cable to the desk:
Cable Drop -> 4 port amp with passive VOIP port -> Devices
Output 1 (Passive Pass Through Voip port): Internet Modem
Output 2:Home phone ?
Output 3:TV
Output 4:TV
There are amplifiers with a passive VOIP port that have 8 output ports, so, if you need to connect to more devices that is possible. The first step in all of this is to run another RG-6 cable. After the cable is run, you should be able to call Rogers to have a tech replace the modem and amp and add connectors onto the new RG-6 run. The problem, as usual, is to provide a dedicated cable to the internet modem with the least amount of signal drop as possible and at the same time service all of the other modems. With a high enough signal level at the very start, this can easily be done with a splitter. But, when you start at around 0 dBmV or lower, then you need to look at an amplifier with the passive port, or, the tech has to determine why the signal level is too low to start with and get that back up to where it should be. Sometimes that requires a maintenance crew.
Hi @lupinglade
Thank you for posting on the Community Forums. 
We'd like to assist with your signal levels and look into the packet loss you are experiencing.
Please send us a private message @CommunityHelps next time you're online so we can take a closer look.
RogersPrasana
generally, you want it as close to 0 as possible.. with a +/- of 10.
While your highest and lowest are not that too far off..
I think the bigger issue may be how/why its jumping around so much.
Generally you will see it more gradual in my experience.. but you have things like a jump from 1.3 right to 5.3 on adjacent channels
Generally it should be within this range for DOCSIS 3.0:
- Downstream Signal Strength Range: -10 to +10 dBmV
- Upstream Signal Strength Range: 35 to 52 dBmV
With regards to DOCSIS 3.1:
- OFDM PLC Power: -9 to +10 dBmV
- OFDMA uplink values:
- 29 to 46 dBmV for channels with a bandwidth of 6400000
32 to 49 dBmV for the channel with a bandwidth of 3200000
@RogersDave are these dBmV values correct for OFDMA? Just making sure
At this point, the DOCSIS 3.0 downstream levels really don't mean very much, other than a possible indicator of the level for the DOCSIS 3.1 channel. The modem is running on DOCSIS 3.1 downstream, so the 3.0 channels are not used. The OFDM data, frequency and signal level are not correct as displayed in the DOCSIS WAN tab, so, at this point, all you can do is call tech support and ask the CSR what the signal level is for the 3.1 downstream channel and if it is within spec. The upstream DOCSIS 3.0 signal levels are controlled by the CMTS, so the modem transmits the required output levels as commanded by the CMTS so that the upstream channels arrive at the CMTS at 0 dBmV and greater that 25 dB (?) signal to noise ratio. That signal to noise number might be exact, don't remember if thats the exact number at the present time. The upstream levels are higher than I would expect to see, so that might be an indicator of a noise issue between the modem and the CMTS. That is something you could ask tech support about as well, whether the noise at the modem is in a normal range or if its elevated, and if it is elevated, is it just your cable, or that of your neighbors as well, which would indicate a wider area problem.
If you're experiencing slow data rates with DOCSIS 3.1 running, you're not the only one. There have been a few complaints regarding modem performance with 3.1 running. If this is the case, my first suspicion would be on upstream congestion at the CMTS. If you look at the last pingplotter post below by @Nadernt, you can see the increased response times from the CMTS in the evening. They peak out around 50 ms in the afternoon / very early evening, and drop down to somewhere around 20 ms or below in the very early morning. That might be resolved when DOCSIS 3.1 upstream makes its appearance later this year, and, it might also indicate that some work is required to resolve the performance of the CMTS in the evening hours. That is something that @RogersDave would have to pass along to the engineering staff responsible for the CMTS equipment.
http://communityforums.rogers.com/t5/Internet/Rogers-Online-Gaming-Thread/m-p/398178#M46580
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