@Alex4161 : Rather than unplugging/replugging all those devices, simply launch the Rogers IgniteTV WiFi app on your phone or tablet, select the Gateway and click "Restart". This will take care of all this in one easy step. It says it'll take up to 12 minutes, but I find it's usually finished in about 6.
I hope Rogers finds the source of your problem. I've probably only had to do a restart a few times in the past year.
@Alex4161 send a message to the moderators at @CommunityHelps and ask them to check the signal levels for your modem.
When you're logged into the forum, follow this link @CommunityHelps to their pubic page. On the right will be a link to Send a Message. Follow that link to the message composition page. The message address will fill in automatically. Fill in the subject line and details, including a request to check the modem signal levels. Include your account number and if possible the MAC address from the modem. That MAC address should be found in the first page or two of the modem's user interface. Having that MAC address will make it easier and a little faster to find your modem and check the signal levels. When you have all of the details included that you feel is necessary, hit Send at the bottom right.
When you're logged into the forum watch for a number overlaying the envelope symbol in the upper right hand corner. That indicates an message waiting for you in your inbox. Follow the envelope symbol which serves as a link, down to the message inbox to see the response.
The fact that you have to restart the modem every few days is an indication that you have external cable / connector problems. The external cable ages over time, resulting in signal leakage out of the cable. As a result the downstream signal levels degrade and drop, while the upstream signal levels increase as the modem is commanded to run higher signal levels to make up for the signal loss in the outside cabling. The modem can only provide a limited amount of power however and will start to drop upstream channels one by one in order to remain in operation. A signal check will reveal where your signal levels are currently sitting and what needs to be done to rectify the situation. If required, one of the moderators can arrange for a field tech visit to attempt to correct the problem.
While you're at it, ask the moderators to review your current internet/tv/home phone plan and determine what the best options are going forward.
One of the moderators will have to approve the signal level image so that its available to the public.
@Alex4161 you were reading my mind 🙂 The downstream QAM signal levels aren't totally terrible, but, they're not good either. They're higher than what I'd like to see and there are definite signal slopes present in the QAM data. The normal downstream QAM signal levels are 0 dBmV with a signal to noise ratio of 36 to 40 dB. So, what you should have is a flat line, or close to it at 0 dBmV which is at the bottom. You shouldn't have multiple hills and valleys in the data.
The upstream QAM signal levels are right within the typical range which is 36 to 40 dBmV so there's no evident problem.
The one problem here is the lack of data for the downstream OFDM channel. There simply isn't enough data to assess the health of the OFDM channel. The moderators have access to the OFDM MIBS which is a breakdown of the OFDM channel into smaller frequency blocks, where each block has its own signal level and signal to noise ratio. Since the modem is running OFDM channels, most of the data is probably carried within those OFDM channels. Note that your OFDM channels are running within that initial upslope. The OFDM channel range runs from about 218 Mhz up to approx 440 Mhz.
It looks like you rebooted the modem, given the lack of erroneous data in the word table. Can you confirm that for me. If thats the case, where you did a very recent modem reboot, it would be good if you could post the same data over the following days, right up to the point in time where you're about to reboot the data to clear up any problems.
A modem reboot will temporarily resolve cable issues, unless their totally bad, but, that reboot won't solve the underlying problem. When you're at the point of having to reboot the modem every few days or hours, then there's a cable problem afoot. At that point, its time to get a field tech onsite to determine what the problem is.
Is your external cabling run overhead from a nearby utility pole or does it run underground for a nearby pedestal? And, do you happen to remember when that cable was changed?
It looks like one of the issues I am having is that the signal is coming from this box up the street (near 106 Lavery Trail, Scarborough, ON M1C 4Z2) that has a broken cover and is full of water. When can Rogers fix this?
Greetings @Alex4161!
I am sorry to hear about your ongoing difficulties with our service. That damaged ground vault you've posted a picture of could very well be the culprit.
Since we've placed a cone over it, it's possible there's already a maintenance work order in place to have the vault repaired. I'll just need to gather your account information securely in private so that I can check for existing work orders.
Feel free to send a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.
Regards,
RogersCorey
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