Don't be complacent now that a ticket was raised. Call in at least once a week to check on the progress, even if you don't have the ticket number at the present time. Get tech support to dig up the ticket number. Maybe it was raised against your account? Don't know how Rogers deals with area wide tickets, but, tech support should be able to track it down.
Can you repost the signal levels and codeword table again, just to see what, if anything has changed. I suspect that the codeword table would require a modem restart to clear the data, unless there's a function to clear the table data in the user interface.
Hello, @Pattypie & @Gurbajnandha
Welcome to the Rogers Community Forums to you both! We hope that you will stay for a while. 🙂
I can imagine how frustrating it is to deal with an intermittent connection that affects all of your devices. Can you provide us with a bit more information on what is happening?
- When the connection drops, does the LED light on the modem change colour or does it remain solid white?
- Is the connection dropping on all devices both Ethernet connection and WiFi or is it only affecting WiFi devices?
- Are you using the WiFi Pods as part of your home WiFi network or is it just the modem?
We look forward to your responses.
RogersTony
@Paul911 wrote:
Ignite TV flashes several time a minute:
Just got boxes yesterday and happens on both TV's. Screen goes black for split second. No other issues but the constant flashing is very annoying. Tried reset on boxes new cables nothing working. Wifi signal is strong.
Do you have Ignite Pods installed? If so, where you placed your Pods could be what is causing you problems. Pods need to be placed in a location where they have good connectivity to the Ignite gateway AND to the devices that connect to them. If you place a Pod in a location with poor WiFi connectivity back to the Ignite gateway, the devices in the vicinity of that Pod will have a good connection to the Pod but will still have horrible, slow connectivity because the Pod that they are connecting through has lousy connectivity back to the gateway.
@dixiecarr If you log into your Ignite gateway with a web browser (go to http://10.0.0.1 ) , navigate to "Gateway > Connection > Rogers Network", scroll to the bottom and check the "CM Error Codewords" stats, do you see a lot of Uncorrectable Codewords errors?
If you do, then you are getting packet loss due to network errors. If your error stats are clean across all channels, then the timeouts are due to some other problem.
Also, if you go to "Troubleshooting > Logs" and view the Events Logs for the past week, do you see a lot of errors?
Your ping RTTs are also rather high. Mine look like this:
Reply from 8.8.8.8: bytes=32 time=12ms TTL=116
Reply from 8.8.8.8: bytes=32 time=12ms TTL=116
Reply from 8.8.8.8: bytes=32 time=11ms TTL=116
Reply from 8.8.8.8: bytes=32 time=9ms TTL=116
Reply from 8.8.8.8: bytes=32 time=9ms TTL=116
Ping statistics for 8.8.8.8:
Packets: Sent = 100, Received = 100, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 9ms, Maximum = 23ms, Average = 11ms
Your lowest RTT is higher than my max.
Do you also see similar results using the tools in "Troubleshooting > Network Diagnostic Tools"? Ping will only test reachability but a Traceroute to 8.8.8.8 will display RTTs to each individual hop.
@stepy2015 Have you tried plugging the Ignite modem directly into a wall outlet, not into a UPS/power bar? When a power bar's surge suppression circuitry starts to degrade, it can leak RF noise which, in turn, can cause issues and all sorts of weird instability in equipment.
There are other things that can cause a modem to reboot spontaneously. (e.g. you lose a Primary channel in a Downstream Bonding Group) Some issues require a Level-2 (or higher) support tech to investigate. If you send a Private Message to @CommunityHelps , they may also be able to assist you further as well.
@stepy2015 wrote:
It is a brand new UPS I highly doubt it is failing furthermore my speeds are fine right before and after the reboot.
The UPS may not necessarily be defective but keep in mind that the internal circuitry of a typical "consumer grade" UPS outputs AC power that only approximates a sine wave, that may or may not be compatible with some electronics. I wouldn't expect the Ignite gateway to be too finnicky about this but it still would not hurt to plug it directly into a wall plug just to see if stability improves.
I will try contacting @CommunityHelps but it seems to happen at random but so far only during weekdays, if it were the UPS failing I would think it would be more frequent
I agree. Hopefully the @CommunityHelps team can get the right resources engaged to investigate this further.
I wouldn't suspect the UPS to be the source of the problem. In your previous post you indicated:
"Before upgrading to ignite we had tons of issues with upload speed but upon switching to ignite and removing the one splitter we had our issues seemed to go away but with these reboots now I am wiling to bet our 20 year old coax cable is dying,........"
That statement indicates to me that you have a cable or connector issue, or both, and the result of that is that the modem was running at or very near it maximum upstream output power level. Removing a splitter would alleviate this problem to a degree as the upstream power levels would drop by 3.5 or 7 dBmV, but, it won't resolve the issue of an degraded external cable which continues to degrade with or without that splitter in place. That continued degradation would force the upstream levels back up to the max power levels which are 51 dBmV according to the DOCSIS spec, 52 dBmV according to Rogers call-out procedures.
If you've already had a couple of tech visits, you should be asking for a Senior Tech (real Rogers tech). I second the recommendation to work the the moderators to check your signal levels and arrange for a Senior Tech.
You can copy the signal levels from the modem and paste them into a post. Log into the modem and navigate to the signal level tab. Park your cursor just prior to the first character in the first table and holding the shift key down, drag your mouse down and to the right to select the entire table. Then, with that table area selected, right click .... Copy. Then in a new post, right click .... Paste. That should paste in the entire horizontal table. Horizontal table (ugh).... what a pain. Must be Arris's or Comcast's idea of how to present signal data. Lets show this so that you can't see the whole table unless you have multiple monitors .... grrrrr. With the cursor parked prior to the first character in the table, you can also hold the shift key down and use the arrow keys to select the lower data rows and data columns to the right, all the way to the last character on the bottom right hand corner of the table.
Ok, so if you could post the signal table, the error table that shows the corrected and uncorrected code words, etc, and the upstream table, that would be a start. Andy, Tony or Moin would have to check the OFDM and OFDMA channels to see if the sub-channel signal levels were ok. First lline techs can't see that sub-channel breakdown for the downstream OFDM or upstream OFDMA channels.
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