@User1030445 call tech support and ask the Customer Service Rep to run a signal check on your modem. Your DOCSIS 3.0 channels ( 1 to 32) are all low. They should be sitting at 0 dBmV. After a splitter its understandable to see them around -4/-5 dBmV. Ideally however, they should be at 0 dBmV across the board.
Your modem appears to be using the upper DOCSIS 3.0 channels instead of the DOCSIS 3.1 OFDM channel. It should be using the DOCSIS 3.1 ODFM channel. The OFDM channel details aren't complete, so, that's a hint that there's an issue in the 200 to 500 Mhz band that is preventing the OFDM channel from operating correctly.
Your upstream DOCSIS 3.0 channels are in a normal range for this modem.
That signal check should fail automatically, followed by a discussion to get a tech out to your home.
@User1030445 the tech should check the external cable and its connectors. He or she will probably replace the external connectors and determine if in fact the external cable requires a swap. In theory, with the cable losses from the neighbourhood node to the modem, and the signal level ramp up at the neighbourhood to counteract those losses, you should see 0 dBmV without a splitter in place. That's to the modem. Unfortunately, those external cables and connectors don't last forever and require replacement every once in a while. Its also possible that there's an issue at the local tap (at the pedestal), or beyond. Sometimes this takes more than one visit. After the tech is finished, repost the signal levels, just to see where you're at, and if more needs to be done.
That 0 dBmV might be higher or lower depending on how close you are to the neighbourhood node.
Are you running the speedtests via ethernet or wifi?
Just to note, you have a noise problem as shown with the DOCSIS 3.0 channels ( 1 to 32). They should be in a range of 36 to 40 dB. I'd suspect that the noise problem runs the range of the cable frequencies.
The OFDM data as shown in the user interface isn't complete. Tech support and the field techs have access to the signal level, signal to noise ratios and QAM level. The QAM level for the OFDM channel should be at 1024. Anything less, there's something afoot. The bottom level is 64 QAM. Below that the modem bails out of DOCSIS 3.1 and uses the upper 3.0 downstream channels.
Unfortunately the external cable and its connectors (including the connectors at the local tap and at the house demarcation point ) don't last forever, so, at some point one or both require replacement. If that's all it is, its a relatively easy fix. If the problem is at the local tap or further upstream, that's more of a problem, but, in that case, you're not the only one seeing the effects. If that's the case, its takes persistence to push for Senior Techs (Rogers Tech instead of contractors), or possibly a maintenance crew. That's why I indicated to repost the signal levels after the tech is finished.
Hello, @jrsx13
Welcome to the Rogers Community Forums!
I know how important it is to have good signal levels so your service works properly.
The signal levels that you've posted look within the correct range I am not seeing any channels that are out of specification. Are you currently experiencing any issues with your internet service?
RogersTony
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RogersTony
@User1030445 can you delete the data above the "Downstream Overview" as that is specific to the modem and shouldn't be posted in an open forum.
The problem with the booster is that is amplifies bad signals and hides cable issues. In the case of a failing cable due to water ingress, where you're experiencing disconnects, the amp won't solve that problem. It will be interesting to see how many disconnects you end up seeing with the amp in place.
The amplifiers in use these days have two types of ports, an non-amplified VOIP port which is also used for the modem, and the amplified ports which are used for all of other cable connected devices. That non-amplified VOIP port is essentially one leg of an internal two port splitter. The other internal port leg would feed the amplifier. A modem that is connected to an amplified port can experience packet loss, which is why the modems are usually connected to that VOIP port. So, that is something to watch for, new instances or increased packet loss.
Plan B would be to run an RG-11 cable from the pedestal, all the way to the back of the neighbours yard, assuming that there's a shared fence between the neighbours with the pedestal on their front yard. I'm assuming here that the pedestal is between the driveways, on a common shared space. So, running an RG-11 cable all the way to the back of the yard, if possible, then hang a 90 degree turn to run towards your yard, running along the back fence of your neighbours yard until it reaches your yard, then hang another 90 degree turn on your side of the fence between you and your neighbour, and then back towards the front of the yard and then taking a short cut towards the demarcation point at the side of the house Essentially a large U shape cable run. My neighbours a couple of doors down from us had the same situation happen in late fall / early winter. The tech on call ran a long cable that was in place until the spring, when a shorter cable run was buried in a more direct path. I don't know why either tech didn't suggest this.
So, keep this in mind if the amp doesn't work. There's always a way to temporarily solve this. But, it can only happen if you ask / negotiate with the neighbours to allow that cable run to the back fence, in a manner that doesn't pose a tripping hazard to anyone. So, thats a key point, whether or not there's a path to the back fence and whether that path is traversed on a regular basis or not. If that path is a no man's land, where no one travels thru in the winter, then running a cable shouldn't be a huge issue. But, Rogers or any other company tech can't simply traverse (trespass) on someone's property. The tech would have to have permission from your neighbours, and would have to ensure that there is no damage to anything along the cable's path. This can be done very easily, but, access permission and the proper attention to prevent any damage is essential.
The RG-11 cable is a heavier cable when compared to RG-6, so it has less signal loss compared to RG-6, which would make it potentially suitable for this situation. I'm assuming here that you're on a regular city sized lot. If you have a much longer or wider yard than one normally sees within a city, then this probably wouldn't work, even with RG-11 cabling. This would also depend on the signal levels at the pedestal. If those signal levels are adequate, and the cable run length isn't extreme, then this should work using RG-11. RG-6, which is normally used might work as well, but then it would really be dependent on the signal levels at the tap and the cable run length.
At the present time your modem is using the upstream DOCSIS 3.0 channels which are down below 50 Mhz, and using the DOCSIS 3.1 OFDM channel which tops out at 480 Mhz in your particular case. If you look at the linked PDF you can see the cable losses for both RG-6 and RG-11. If you look at the 550 Mhz frequency line, you can see that the RG-6 cable is about 6 dB higher in losses, so, there is a difference in the cables, so RG-11 would be the preferred cable if you have to go down this route.
https://www.multicominc.com/wp-content/uploads/Attenuation.pdf
Thanks, hadn't noticed I had grabbed the IP address when I posted the previous. Amended.
Regarding the temp wire, yes to place a wire would require such a long run that the loss is too great, it was tried once already in the past. I discussed that with the tech yesterday and again with the new tech today, back in 2016 a tech ran one then ended up removing it because it created more problems than it solved. I didn't see the stats on the internet at that time but immediately our cable dropped channels and had lots of pixelation, we were better off with the cable in the ground.
The stats look good so far on this setup , no drops in 6 hours, no warnings on the stats. I did a packet loss test here the results below, I blanked out some info the first hop etc. which might identify my modem, there were some hops that I couldn't capture off this screen but I believe the first few is all that matters regarding the local network. I have been running 610mbps with speed tests this afternoon on wireless , I have a 500mbps package. Thanks for your assistance.
Hey @Alex4161!
Can you confirm for us if you're experiencing any issues with your service?
The levels of your downstream and upstream are in spec though it doesn't look like all your downstream channels are showing/shown in your provided data. I recommend reviewing the troubleshooting details in our knowledge base here for more information.
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