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Issues with Internet and Digital TV

GWD
I Plan to Stick Around

We've been experiencing worsening intermittent issues with our Internet and Digital TV services for the last couple of months.  All of the symptoms we see are intermittent.  Our cable is normally buried, although we currently (for past month) have a temporary above ground cable.  We have an amplifier after the demarcation point (although we had a tech try removing it and replacing it with a daisy chain of splitters).  We are using a CODA-4582 modem in bridge mode to a third party router.  We have one PC hard wired.

 

On TV, we experience: black screens, pixellation, audio pulsing, freezing, missing and/or partial PVR recordings.  With Internet, we experience inability to connect via FaceTime, lack of video on Zoom calls, frozen video on Zoom calls, lack of graphics and/or videos in email and webpages, slow loading of webpages.

 

Tech support has been able to observe issues sometimes when I call them, e.g. "disconnects on the line", "receiving power level" out of spec.

 

TV issues can often be alleviated by rebooting STBs. Modem needs rebooting every morning.

 

We have tried replacing the modem twice.  Besides a short in our buried cable, which was replaced with a temp line, technicians who visit are usually unable to diagnose any problems.  They often change connectors, one moved us to a different port on the box in our neighbour's front yard.

 

What can we do to get to the bottom of our issues and get them resolved?

 

*** Edited Labels ***

 

 

16 REPLIES 16

Re: Issues with Internet and Digital TV

RogersTony
Moderator
Moderator

Hello, @GWD

 

Welcome to the Rogers Community Forums and congrats on your first post.

 

I can imagine how frustrating it is to deal with these type of recurring issues with your service. We definitely want to help you find a solution for this. We'll need more information from you to determine what steps to take next. Please check out our knowledge base articles on Troubleshooting a Slow or Intermittent Connection (Wired Devices) & Troubleshooting Latency (Wired Devices).

 

Provide the community with the signal levels table and the results of a PING test/Traceroute so we can get started on finding a solution.

 

RogersTony

Re: Issues with Internet and Digital TV

Datalink
Resident Expert
Resident Expert

@GWD I'd guess that you might have two issues that are proving to be problematic:

 

1.  A signal level issue, which goes beyond the neighbours box (local tap).

 

2.  Potential upstream issues related to a newly enabled upstream OFDMA channel. 

 

Do you still happen have that amplifier on hand and if so, can you post the model number that is located on the face of the amplifier.   I'm assuming that you have or had one of the newer generation amplifiers. 

 

Fwiw, running an amplifier hides signal level issues that typically occur when the external cable and its connectors degrade over time.  When the problems are finally noticed, its usually bad news as the cable is probably shot.  They don't last forever and its very normal to have to replace them, potentially after a few short years in service.  The only good reason to run an amplifier is a case where the original signal level is fine but, you're feeding more ports than a cascaded splitter configuration can run.  Each splitter causes signal drops thru the splitter, so, when you cascade splitters, you can end up at a point where the signal levels at the connected devices are below acceptable levels.  Installing cascaded splitters is part science, part art.  

 

With a temporary external cable in place, the question is, what is the signal level at the entry point into the house.  The only way to determine that is to disconnect the incoming cable from the splitters and connect the modem directly to the cable.  That means moving the modem down to the incoming cable for about 10 minutes or less.  The easiest way to do this (maybe) is to kick the modem into Gateway modem and enable one of the wifi networks so that you can log into the modem and copy the signal level data.  With the modem in Gateway mode, move the modem to the location of the splitters and connect the modem to the incoming cable.  

 

Then, log into the modem and:

 

1.  On the STATUS tab, take note of the Software (firmware) version.  Please post that as well.

2.  Navigate to the STATUS....DOCSIS WAN tab and copy the signal levels  To do that, park your curser just ahead of the "Downstream Overview" line.  Hold the shift key down and scroll down and to the right, all the way to just after the last character in the very bottom right hand corner of the OFDMA Overview.  Release the shift key and right click .... Copy.  In Microsoft word, paste the table into a blank document using the "Keep Source Formatting" option.  The data will be all there, but, you would have to change the paper size to legal size and orientation to Landscape to see it.  You don't have to do that , but, if you're looking to see if this works, go ahead.  

 

Ok, with the data captured, reconnect the incoming cable to the splitters, move the modem back to its normal location and kick it back into Bridge mode.  

 

Log into the forum, copy the tables out of Word and paste them into a new post.  They should all copy and paste like the tables appear in the modem's user interface.  The data will overrun on the right hand side, but thats ok as all one has to do is to scroll right to see all of it.  Without knowing what the specific configuration is for the splitters, this is the only way to see the incoming signal level. 

 

The issue with the zoom calls might be attributable to the cable signal levels, or it might be attributable to an enabled OFDMA upstream channel running.  At the bottom of the signal level tables, you might see an OFDMA channel enabled as shown below.  When you paste the table directly from the modem's UI to a forum post as I've done here, the entire table will be visible:

 

OFDMA Overview
Channel Index State lin Digital Att Digital Att BW (sc's*fft) Report Power Report Power1_6 FFT Size
0 OPERATE 0.2288 9.9004 9.6000 49.7815 42.0000 2K
1 DISABLED 0.0000 0.0000 0.0000 0.0000 0.0000 2K

 

 

The issue with video conferencing has occurred where there was an upstream OFDMA channel enabled as is shown above.  The problem that is observed is that your outgoing video and audio aren't synced up, as seen and heard at the receiving end.  This was seen when Rogers first enabled the upstream OFDMA channel.  After numerous complaints, Rogers engineers stopped that enable process and then restarted it a few short months later.  I don't know if all of the issues related to video conferencing were resolved.  I suspect not as I've recently received a few complaints from my better half and in our case the OFDMA upstream channel was recently enabled for our neighbourhood.  

 

Hope this provides some direction and clarification.  Depending on your signal levels, you might have to keep chasing tech support to resolve the issue.  It depends entirely on the state of the cable system in your neighbourhood.  The only person who can give you an objective opinion would be a Senior Tech, who has the equipment, experience and authorization to go beyond simple connect/disconnect services.  This might be a case where persistence is the key to solving the problem, including calling in Senior Techs, and possibly a maintenance crew if necessary.  As I've said to other customers, put Tech Support on speed dial and don't be afraid to use it.  If necessary, you can message the forum moderators thru the @CommunityHelps page.  Follow that link to their public page and then to the right to the "Send a message" link.  Follow that link to the message composition page.  The address will fill in automatically.  Fill in the subject and the details, including your account number and modem's HFC MAC address from the modem's STATUS tab.  When you're done, hit send at the bottom.  When the moderators respond, and you're logged into the forum, you will see a number overlaying your avatar at the top right hand corner of the page.  That avatar serves as a link to the message inbox/outbox, profile and settings.  Follow the avatar link down to the message inbox to see the response,  The moderators can liase with the tech support staff to arrange a visit from the field techs  



Re: Issues with Internet and Digital TV

GWD
I Plan to Stick Around

Thanks RogersTony for your reply and Datalink for your insight.  I believe you are on to something with your two issues.

 

As to the first one, I can provide further background.  Beginning in 2019, we experienced outages of all 3 of our cable-based services (Internet, TV and Home phone) for a short period of time.  I started tracking these outages and eventually determined that they occurred every 31 days + 10 minutes.  For example, if we experienced a total outage on Jan 15th at 9 AM for 10 minutes,  the next one would occur on Feb 15th at 9:10 AM for 10 minutes.  Tech support was definitely on my speed dial and remains there.  It was determined that the outages were neighbourhood wide.  Over the next two and a half years, I was given every excuse in the book for these outages.    Last fall (Sep 2021), it was finally determined (admitted?)  that these outages were being caused by a power supply at the neighbourhood node performing a regularly scheduled self-test and then resetting itself.  New power supplies were ordered as they were out of stock.  In the meantime, the "solution" was to dial down the power supply output levels.  Might this be affecting signal levels?

 

As to my current TV/Internet issues, we had a visit by a couple of Service Techs on Saturday.  This was the fourth service tech visit for the recent issues.  They suggested that the amplifier could be an issue.  While it was a newer model, it was still several years old and likely degraded.  They swapped it out for a new one (model MVRAM901B-G2).  It is now nearing noon on Monday and so far, so good.  We haven't noticed many issues on TV and did not have to reboot our modem on a weekday morning for the first time for as long as I can remember.  Usually, every weekday, when our two "work from homers" were online and unsuccessfully trying to use video calling (e.g. Zoom) to meet with their co-workers, we had to reboot the modem at least once a day to proceed.

 

If issues start to resurface, I will collect and post the data you requested.  Thanks.

Re: Issues with Internet and Digital TV

GWD
I Plan to Stick Around

Hi @Datalink 

Our luck ran out after 5 days.  We did not have to reboot the modem until Thursday morning.  On Thursday morning a Zoom call failed.  I rebooted the modem to get it to work.  Around the same time, I noticed issues with our TV service - some jitter and sound distortions.  I checked the diagnostics on the 8300 and found something out of spec on the first page: RF parameters Tuner 1: 477.000 MHz 3 dBmv 29/sec (avg).  The last parameter was orange.  I checked the same channel on another 8300 and the third parameter was even further out of spec: 176/sec (avg).

 

I called Tech Support.  First spoke to an internet agent.  He couldn't find any issues after running a few tests.  I asked him if he could tell whether OFDMA was enabled and he responded that he ran a test and the answer was "Yes".  He passed me on to a TV agent.  I mentioned to her that the diagnostics on my 8300 boxes were out of spec.  I showed her the page and asked her what the third parameter that was orange and out of spec was.  She didn't seem to know (said it was "something that the technicians use").  She said her tests were all good and she could find nothing wrong.  What is that third parameter?  Is it an error rate?

 

As you suggested, I just took the modem out of bridge mode and connected it directly to our incoming line.  Here are the signal levels:

Downstream Overview

Port ID

Frequency (Hz)

Modulation

Signal strength (dBmV)

Channel ID

Signal noise ratio (dB)

Bytes

Correcteds

Uncorrectables

1

591000000

QAM256

6.099

7

38.605

22336048

0

0

2

597000000

QAM256

6.000

8

38.605

1189

0

0

3

603000000

QAM256

6.599

9

38.605

1189

0

0

4

609000000

QAM256

6.599

10

38.605

1472

0

0

5

579000000

QAM256

5.900

5

38.983

1863

0

0

6

585000000

QAM256

6.199

6

38.983

1863

0

0

7

279000000

QAM256

3.299

1

37.355

415

0

0

8

615000000

QAM256

6.800

11

38.605

1713

0

0

9

621000000

QAM256

6.400

12

38.605

1189

0

0

10

633000000

QAM256

6.699

13

38.605

2639

0

0

11

639000000

QAM256

7.000

14

37.355

1189

0

0

12

645000000

QAM256

7.199

15

38.605

1189

0

0

13

651000000

QAM256

7.400

16

38.983

1952

0

0

14

657000000

QAM256

7.599

17

37.355

1189

0

0

15

663000000

QAM256

7.599

18

37.636

1755

0

0

16

669000000

QAM256

7.800

19

37.636

1189

0

0

17

675000000

QAM256

7.900

20

37.355

328

0

0

18

681000000

QAM256

8.000

21

37.636

328

0

0

19

687000000

QAM256

7.900

22

37.636

328

0

0

20

693000000

QAM256

7.599

23

37.355

1189

0

0

21

699000000

QAM256

7.699

24

37.636

328

0

0

22

705000000

QAM256

7.300

25

37.636

328

0

0

23

711000000

QAM256

7.199

26

37.636

328

0

0

24

717000000

QAM256

7.300

27

37.636

474

0

0

25

723000000

QAM256

7.000

28

37.355

328

0

0

26

825000000

QAM256

6.000

29

37.355

328

0

0

27

831000000

QAM256

5.800

30

37.355

1641

0

0

28

837000000

QAM256

5.800

31

37.355

328

0

0

29

843000000

QAM256

5.800

32

37.355

328

0

0

30

849000000

QAM256

5.900

2

36.609

938

0

0

31

855000000

QAM256

5.800

3

36.609

328

0

0

32

861000000

QAM256

5.500

4

36.609

328

0

0

 

I checked OFDMA and contrary to what Tech Support told me, it appears to be disabled:

OFDMA Overview

 

Channel Index

State

lin Digital Att

Digital Att

BW (sc's*fft)

Report Power

Report Power1_6

FFT Size

0

DISABLED

0.0000

0.0000

0.0000

0.0000

0.0000

2K

1

DISABLED

0.0000

0.0000

0.0000

0.0000

0.0000

2K

 

For what it's worth, I moved the modem back to it's original position and took another signal reading (so this would be the signal after going through the amp):

Downstream Overview

Port ID

Frequency (Hz)

Modulation

Signal strength (dBmV)

Channel ID

Signal noise ratio (dB)

Bytes

Correcteds

Uncorrectables

1

591000000

QAM256

4.300

7

38.983

13099027

0

0

2

597000000

QAM256

4.400

8

38.983

1189

0

0

3

603000000

QAM256

4.699

9

38.605

1189

0

0

4

609000000

QAM256

4.699

10

38.605

1189

0

0

5

579000000

QAM256

4.500

5

38.605

328

0

0

6

585000000

QAM256

4.500

6

37.636

638

0

0

7

279000000

QAM256

2.799

1

37.355

328

0

0

8

615000000

QAM256

4.800

11

38.605

1293

0

0

9

621000000

QAM256

4.699

12

37.636

1276

0

0

10

633000000

QAM256

4.800

13

38.605

1189

0

0

11

639000000

QAM256

5.099

14

37.636

1189

0

0

12

645000000

QAM256

5.099

15

37.636

1189

0

0

13

651000000

QAM256

5.300

16

38.605

1270

0

0

14

657000000

QAM256

5.400

17

37.636

1189

0

0

15

663000000

QAM256

5.500

18

37.636

1189

0

0

16

669000000

QAM256

5.599

19

37.355

1803

0

0

17

675000000

QAM256

5.800

20

37.636

328

0

0

18

681000000

QAM256

5.900

21

37.636

490

0

0

19

687000000

QAM256

5.800

22

37.636

328

0

0

20

693000000

QAM256

5.300

23

37.355

1189

0

0

21

699000000

QAM256

5.599

24

37.355

328

0

0

22

705000000

QAM256

5.500

25

37.355

328

0

0

23

711000000

QAM256

5.199

26

37.636

328

0

0

24

717000000

QAM256

5.000

27

37.355

328

0

0

25

723000000

QAM256

4.800

28

37.355

328

0

0

26

825000000

QAM256

3.799

29

37.355

328

0

0

27

831000000

QAM256

3.700

30

36.609

328

0

0

28

837000000

QAM256

3.599

31

37.355

328

0

0

29

843000000

QAM256

3.500

32

36.609

328

0

0

30

849000000

QAM256

3.500

2

36.386

328

0

0

31

855000000

QAM256

3.500

3

36.609

328

0

0

32

861000000

QAM256

3.200

4

36.609

328

0

0

 

Further suggestions?  Thanks!

Re: Issues with Internet and Digital TV

GWD
I Plan to Stick Around

Not sure of the protocol here, but I did post an update a week ago with the signal levels you asked for. 

I have put our modem on a timer such that it reboots itself every morning at 3 AM.  Things have been a little better - we are now only having to reboot our modem on average, every second day (on top of the timer induced reboots every day).

Re: Issues with Internet and Digital TV

Datalink
Resident Expert
Resident Expert

@GWD here's a few more questions for you:

 

1.  Are you still on the temporary cable or has it been buried?

2.  How many devices are you running in total, including the internet modem, Home Phone modem?? and cable tv boxes?

3.  Do you still have the powered amp connected and running?

4.  If so, what port is the internet modem connected to?  It should be connected to the VOIP port on the amplifier as that port isn't amplified.  There should be a drop in signal level thru that port of -3.5 dB.  

5.  What router are you using?  

6.  In the router's user interface, you should find a page with a SIP ALG settign, or something close to that.  It should probably be disabled as your VOIP phone most likely won't need it or use it.  That setting usually converts the signaling from the VOIP source to something that the router thinks should be used, and usually that doesn't match up with the actual VOIP service requirements.  Other settings such as PPTP, L2TP, IPSEC should also (probably) be disabled unless you know for certain that you need one of them. 

 

My personal opinion is that if your still seeing service dropouts, then the techs haven't pursued this far enough.  Contract techs are limited in what they can do.  Anything else requires a Rogers tech.  Either the temp or newly buried cable is faulty, or, there is a problem at the local tap which is located on the neighbours yard, or possibly further upstream.  I'd bet that if you're seeing service dropouts, then your immediate neighbours who are connected to the same local tap are seeing the same problem.  I'd have a chat with them to ask what they're experiencing and if they've complained about it with tech support.  If your neighbours are experiencing the same dropout problem, urge, cajole, bribe (your choice) them to call in and indicate that customers on that specific local tap are experiencing service dropouts.  

 

I think you need a senior tech (real Rogers tech) who is authorized to service the local tap and other equipment that is located further upstream.  This might require a maintenance crew, but, the first step is to get a senior tech out to your home. 

 

When you have time, can you post the entire signal level table, from the Downstream Overview line all the way to the very bottom of the OFDMA Overview.  You can copy that from the modem's user interface all in one go, and then paste it into a post. 



Re: Issues with Internet and Digital TV

GWD
I Plan to Stick Around

Thanks for the quick response.  Here are the answers:

The CODA-4582U is running SW version 7.2.4.1.4b15

We are still on the temporary cable.

We are still using the amp which is located in the basement.  Connected directly to it is the Home Phone modem on the VOIP port (-4 dB).  The internet modem is connected to a port labelled Remote Pwr Output 1.  We have 4 STBs connected to ports 2-5. The remaining ports (6-8) are terminated with caps.  If I were to move the internet modem to the VOIP port, where would I connect the home phone modem?

Our router is a D-Link COVR-3902 mesh which consists of a COVR-2600R router on the main floor and a COVR-1300E on the second floor.

We have a desktop PC hardwired directly to the CODA-4582U.  At any given time, we have some combination of 4 phones, 3 laptops, 2 streaming boxes, 1 smart TV and 1 smart thermostat connected wirelessly to the mesh.

The issues, which are intermittent and random affect the STBs and the internet connected devices as well as the hardwired PC.

We have had a couple of contract techs and a couple of Rogers techs make service calls.  All check the temporary cable as well as the port on the local pedestal.  Because our issues are intermittent, none of them has found anything of significance.  Is there something that can be done to try to collect data on intermittent issues?

We have not had a visit from a senior tech since November 2021 when we were dealing with the "31 days + 10 minutes" outages issue.  When I ask for a senior tech, I am told that I can only get one after I have had 4 tech visits within 30 days.

Several neighbours have moved to Bell after they pulled fibre down our street last summer.  I have spoken with my next door neighbour, who is connected to the same pedestal and he says that he has not seen any significant issues.

Here is the signal level table:

Downstream Overview

Port ID

Frequency (Hz)

Modulation

Signal strength (dBmV)

Channel ID

Signal noise ratio (dB)

Bytes

Correcteds

Uncorrectables

1

591000000

QAM256

3.700

7

38.605

35027253

0

0

2

597000000

QAM256

3.799

8

38.983

1189

0

0

3

603000000

QAM256

4.099

9

38.605

1189

0

0

4

609000000

QAM256

4.099

10

38.983

1189

0

0

5

579000000

QAM256

4.099

5

38.605

1863

0

0

6

585000000

QAM256

4.000

6

37.636

328

0

0

7

279000000

QAM256

2.299

1

37.636

609

0

0

8

615000000

QAM256

4.099

11

38.605

1189

0

0

9

621000000

QAM256

3.900

12

37.636

1189

0

0

10

633000000

QAM256

3.799

13

38.605

1189

0

0

11

639000000

QAM256

4.099

14

37.636

1189

0

0

12

645000000

QAM256

4.199

15

37.636

1189

0

0

13

651000000

QAM256

4.400

16

37.636

1189

0

0

14

657000000

QAM256

4.500

17

37.636

1189

0

0

15

663000000

QAM256

4.500

18

37.636

1189

0

0

16

669000000

QAM256

4.699

19

37.636

1270

0

0

17

675000000

QAM256

4.900

20

37.636

328

0

0

18

681000000

QAM256

5.000

21

37.355

427

0

0

19

687000000

QAM256

4.900

22

37.636

328

0

0

20

693000000

QAM256

4.500

23

37.355

1189

0

0

21

699000000

QAM256

4.699

24

37.636

328

0

0

22

705000000

QAM256

4.599

25

37.355

328

0

0

23

711000000

QAM256

4.400

26

37.636

328

0

0

24

717000000

QAM256

4.099

27

37.355

328

0

0

25

723000000

QAM256

3.900

28

37.355

328

0

0

26

825000000

QAM256

3.099

29

37.355

328

0

0

27

831000000

QAM256

3.000

30

36.609

328

0

0

28

837000000

QAM256

2.799

31

36.609

328

0

0

29

843000000

QAM256

2.799

32

36.386

328

0

0

30

849000000

QAM256

2.700

2

36.609

328

0

0

31

855000000

QAM256

2.700

3

36.386

328

0

0

32

861000000

QAM256

2.400

4

36.386

328

0

0

 

 

OFDM Downstream Overview

 

Receiver

FFT type

Subcarr 0 Frequency(MHz)

PLC locked

NCP locked

MDC1 locked

PLC Location

Occupied BW(MHz)

Subcarriers

PLC power(dBmv)

0

NA

NA

NO

NO

NO

NA

0 ~ 0

NA

NA

1

4K

275600000

YES

YES

YES

1544

307 ~ 448.95

2788

2.400002

Upstream Overview

Port ID

Frequency (Hz)

Modulation

Signal strength (dBmV)

Channel ID

Bandwidth

1

32300000

64QAM

43.020

3

6400000

2

38700000

64QAM

43.020

4

6400000

3

21100000

64QAM

43.260

1

3200000

4

25900000

64QAM

43.020

2

6400000

               

 

OFDMA Overview

 

Channel Index

State

lin Digital Att

Digital Att

BW (sc's*fft)

Report Power

Report Power1_6

FFT Size

0

DISABLED

0.0000

0.0000

0.0000

0.0000

0.0000

2K

1

DISABLED

0.0000

0.0000

0.0000

0.0000

0.0000

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Re: Issues with Internet and Digital TV

Datalink
Resident Expert
Resident Expert

@GWD I'd switch the modem and Home Phone modem ports just to see if there is any difference in the modem's disconnect situation.  With previous amplifiers, they would actually cause packet loss, so, it was normal to connect the modem to the VOIP phone port. Then of course, there are situations where customers have both internet and Home Phone installations.  I don't know what the official policy is in that case.  

 

The one potential issue with using a powered port for the Home Phone is the loss of the phone in the event of a power outage as the powered amp itself would lose power.  If its on a battery backup, this is a moot point.  The Home Phone modem does have it's own battery, or at least, it's supposed to have one.  After all these years, I wonder if those batteries are still serviceable.  So, if the Home Phone runs thru the amp's VOIP port, which is passive, the phone will or should still be available in a power outage.  

 

The other food for thought is to install a two port splitter on the inbound cable, with one port connecting to the internet modem and one port connecting to the amplifier.  That would reduce the power levels to all of the devices connected to the amp, but, I think that your signal levels are high enough that you could configure the cable network that manner.  

 

I'll post instructions for monitoring for disconnects later today.  

 

 



Re: Issues with Internet and Digital TV

Datalink
Resident Expert
Resident Expert

Hi @GWD 

 

Ok, here’s one method of tracking disconnects, which is to ping the Cable Modem Termination System for a lengthy period of time.  I usually run these ping tests for 24 hours.  In your specific case, since you’re experiencing disconnects, I recommend a 24 hour test to determine how many packets are lost within that time period and to determine if there is one or more specific time periods where the packet loss is most evident. 

 

Download hrping from https://www.cfos.de/en/ping/ping.htm

 

That is a command line ping tool, IPV4 only, unfortunately.  Park that in a folder somewhere where you can easily access it.

 

Run a trace to anywhere, google for example.  At a command line, run:

 

Tracert -4 www.google.com

 

The first hop will be the router or modem (in Gateway mode) , depending on what your using.  The CMTS will be the second hop.  Ping the second hop, preferably for an entire day.   Hrping runs one ping every 500 milli-seconds as its native setting, but you can adjust that up or down.  500 ms ping repetition is fine for this purpose.

 

Start a command prompt with administrator privileges and navigate to the folder where Hrping is located.  Start Hrping to ping the router or modem using the following command:

 

Hrping 192.168.0.1      or whatever the IP address is for the modem or router. 

 

From what I remember Hrping should show a licence agreement that you have to scroll thru and accept before it will run, and that acceptance should be done from a command prompt with admin privileges.  When that is complete, you should be able to use Hrping from a user account without any problems.  

When that is done, run Hrping using the second hop trace address to ping the CMTS.  Use the following command to run Hrping and copy the results to a file of your choosing.

 

Hrping -t -T -F c:\temp\hrpingtest15may2022.txt 192.168.0.1    change the IP address as required to ping the CMTS.

 

-t runs Hrping until you use Ctrl-c to stop the program

-T prints a time stamp at the front end of each line, so that you can determine when the lost packets occur

-F logs the results to the file location and name of your choosing.  It will generate the file if it does not already exist.

-s x which I did not use sets the ping interval.  If its not specified it runs every 500 msec, where x would equal 500.  You can adjust that up and down as required.  For the purposes of checking for packet loss, 500 msec is fine. 

-g which I also did not use will show a graph of the results when Hrping is running.  Its not the best chart in the world but it works.  It does require adjustment to the chart parameters when its running in order to end up with a usable result.

For all of the Hrping commands, simply type Hrping

 

Ok, that should do it for now.  You can either run that with the -t command and stop it when you want to, or for example, if you were to run this for 24 hours, that would equal 172800 pings.  So, you could use the -n 172800 command to run Hrping for 24 hours, after which it will automatically stop. 

 

To review the file I recommend using Notepad++ which can be downloaded from:

 

https://notepad-plus-plus.org/downloads/v8.4.1/

 

https://notepad-plus-plus.org/downloads/

 

The latest version is 8.4.1 at the time of this posting.

 

Windows notepad will typically choke on large files whereas Notepad++ handles large files without any issue.

 

Fwiw, you can create timing plots to see the max, min and average response times, as well as lost packets.  That can be done by using Wireshark to record the data and store the data in a file.  With that file you can then display the result by using correct display filter command which I can give you.  Wireshark is easy to use in terms of starting, stopping and then saving the file.  The tricky part is the display filtering.  If you’re interested in doing that please let me know.  Wireshark can be downloaded from:

 

https://www.wireshark.org/

 

So, this is one method of doing this.  It can also be done using TCP/IP instead of an ICMP ping.  ICMP pings can be lost due to the target server disregarding pings due to server configuration or loads.  I’ve seen that argument many times, but, I don’t think that I’ve ever run into it when I’ve run ping tests with a Rogers CMTS. 

 

This can also be done using Windows Powershell.  I’ve never used this, but it can be done.  I started with Hrping long ago to use the timestamp and write to file capabilities.  Too bad its not IPV6 capable. 

 

Ok, that should do it for now. 



Re: Issues with Internet and Digital TV

GWD
I Plan to Stick Around

Thanks for the tips.

I moved the internet modem to connect before the amp.  It's only been one day, but so far no major issues.

I am having a timeout problem with the ping tests.

 

First step to determine IP address was fine:

Tracing route to www.google.com [172.217.13.132]

over a maximum of 30 hops:

  1    13 ms    21 ms    12 ms  xxx.xxx.xx.x

  2    19 ms    12 ms    13 ms  66.185.90.189

  3    15 ms    18 ms    13 ms  209.148.236.173

  4    27 ms    14 ms    16 ms  209.148.233.130

 

Hrping on 66.185.90.189 suffers from timeouts:

This is hrPING v5.07.1148 by cFos Software GmbH -- http://www.cfos.de

2022-05-16 10:53:59.305: -t -T -F c:\temp\hrpingtest16may22.txt 66.185.90.189

Source address is xxx.xxx.xx.xxx; using ICMP echo-request, ID=9827

Pinging 66.185.90.189 [66.185.90.189]

with 32 bytes data (60 bytes IP):

2022-05-16 10:54:01.325: Timeout waiting for seq=0001

2022-05-16 10:54:02.825: Timeout waiting for seq=0002

2022-05-16 10:54:02.825: Timeout waiting for seq=0003

2022-05-16 10:54:03.825: Timeout waiting for seq=0004

 

Thoughts?

Re: Issues with Internet and Digital TV

Datalink
Resident Expert
Resident Expert

@GWD it looks like you're connecting a pc or laptop directly to the modem with the modem in Bridge mode, so, you don't have the usual router or modem showing up as Hop #1.  That first IP address in your case is the CMTS, so use that as the target IP address for the ping test.  If you ran an ipconfig command, you will probably see a 174.xxx.xxx.xxx as your pc's IP address, where 174.xxx.xxx.1 is the CMTS address in the trace. 

 

Fwiw, I don't recommend connecting directly to the modem, with the modem in Bridge mode unless its a last resort option.  There are internet miscreants scanning Rogers IP addresses, looking for vulnerabilities in device firewalls.  Its typical to see upwards of half a dozen port scans hitting Rogers IP addresses, trying various ports to break into the connected device.  So, one has to have the utmost confidence in the device firewall to protect the device.  

 

My usual advice when someone needs to connect to a modem with the modem running in Bridge mode is to keep the connection time to an absolute minimum, and then retreat behind a firewall. A device scan with one or more antivirus applications should be made when and if there's been an extended connection time.



Re: Issues with Internet and Digital TV

GWD
I Plan to Stick Around

That is correct.  I had the PC hardwired to the modem (even though it was in bridge mode) so that I could determine whether the router was a problem.  I don't believe the router is a problem, so I moved the PC connection.

 

The ping test didn't last long before I had to reboot the modem.  Too many issues in the house (e.g. video call failures).

 

FWIW, here is an excerpt from the ping test from around that time:

2022-05-16 13:07:23.979: From xxx.xxx.x.x: bytes=60 seq=17d4 TTL=64 ID=575f time=14.518ms
2022-05-16 13:07:24.479: From xxx.xxx.x.x: bytes=60 seq=17d5 TTL=64 ID=5760 time=18.746ms
2022-05-16 13:07:24.972: From xxx.xxx.x.x: bytes=60 seq=17d6 TTL=64 ID=5761 time=16.657ms
2022-05-16 13:07:25.479: From xxx.xxx.x.x: bytes=60 seq=17d7 TTL=64 ID=5762 time=18.411ms
2022-05-16 13:07:25.982: From xxx.xxx.x.x: bytes=60 seq=17d8 TTL=64 ID=5763 time=22.593ms
2022-05-16 13:07:26.482: From xxx.xxx.x.x: bytes=60 seq=17d9 TTL=64 ID=5764 time=24.039ms
2022-05-16 13:07:26.972: From xxx.xxx.x.x: bytes=60 seq=17da TTL=64 ID=5765 time=15.339ms
2022-05-16 13:07:27.512: From xxx.xxx.x.x: bytes=60 seq=17db TTL=64 ID=5766 time=50.638ms
2022-05-16 13:07:28.082: From xxx.xxx.x.x: bytes=60 seq=17dc TTL=64 ID=5767 time=110.377ms
2022-05-16 13:07:28.792: From xxx.xxx.x.x: bytes=60 seq=17dd TTL=64 ID=5768 time=329.861ms
2022-05-16 13:07:29.181: From xxx.xxx.x.x: bytes=60 seq=17de TTL=64 ID=5769 time=209.359ms
2022-05-16 13:07:29.482: From xxx.xxx.x.x: bytes=60 seq=17df TTL=64 ID=576a time=14.282ms
2022-05-16 13:07:30.062: From xxx.xxx.x.x: bytes=60 seq=17e0 TTL=64 ID=576b time=96.607ms
2022-05-16 13:07:31.622: From xxx.xxx.x.x: bytes=60 SEQ=17e3 TTL=64 ID=576d time=150.987ms
2022-05-16 13:07:32.612: From xxx.xxx.x.x: bytes=60 SEQ=17e5 TTL=64 ID=576e time=147.758ms
2022-05-16 13:07:32.972: Timeout waiting for seq=17e1
2022-05-16 13:07:32.972: Timeout waiting for seq=17e2
2022-05-16 13:07:32.992: From xxx.xxx.x.x: bytes=60 seq=17e6 TTL=64 ID=576f time=24.576ms
2022-05-16 13:07:33.612: From xxx.xxx.x.x: bytes=60 seq=17e7 TTL=64 ID=5770 time=148.473ms
2022-05-16 13:07:33.972: Timeout waiting for seq=17e4
2022-05-16 13:07:34.622: From xxx.xxx.x.x: bytes=60 SEQ=17e9 TTL=64 ID=5771 time=158.588ms
2022-05-16 13:07:35.002: From xxx.xxx.x.x: bytes=60 seq=17ea TTL=64 ID=5772 time=36.560ms
2022-05-16 13:07:35.486: From xxx.xxx.x.x: bytes=60 seq=17eb TTL=64 ID=5773 time=25.000ms
2022-05-16 13:07:36.131: From xxx.xxx.x.x: bytes=60 seq=17ec TTL=64 ID=5774 time=175.609ms
2022-05-16 13:07:36.962: Timeout waiting for seq=17e8
2022-05-16 13:07:37.962: From xxx.xxx.x.x: bytes=60 SEQ=17f0 TTL=64 ID=5776 time=8.534ms
2022-05-16 13:07:38.497: From xxx.xxx.x.x: bytes=60 seq=17f1 TTL=64 ID=5777 time=38.847ms
2022-05-16 13:07:39.462: Timeout waiting for seq=17ed
2022-05-16 13:07:39.462: Timeout waiting for seq=17ee
2022-05-16 13:07:39.488: From xxx.xxx.x.x: bytes=60 SEQ=17f3 TTL=64 ID=5779 time=27.841ms
2022-05-16 13:07:40.112: From xxx.xxx.x.x: bytes=60 seq=17f4 TTL=64 ID=577a time=147.420ms
2022-05-16 13:07:40.462: Timeout waiting for seq=17ef
2022-05-16 13:07:40.472: From xxx.xxx.x.x: bytes=60 seq=17f5 TTL=64 ID=577b time=16.354ms
2022-05-16 13:07:40.972: From xxx.xxx.x.x: bytes=60 seq=17f6 TTL=64 ID=577c time=14.276ms
2022-05-16 13:07:41.472: From xxx.xxx.x.x: bytes=60 seq=17f7 TTL=64 ID=577d time=16.495ms
2022-05-16 13:07:41.972: Timeout waiting for seq=17f2
2022-05-16 13:07:41.989: From xxx.xxx.x.x: bytes=60 seq=17f8 TTL=64 ID=577e time=18.853ms
2022-05-16 13:07:42.472: From xxx.xxx.x.x: bytes=60 seq=17f9 TTL=64 ID=577f time=17.192ms
2022-05-16 13:07:42.982: From xxx.xxx.x.x: bytes=60 seq=17fa TTL=64 ID=5780 time=21.310ms
2022-05-16 13:07:43.482: From xxx.xxx.x.x: bytes=60 seq=17fb TTL=64 ID=5781 time=13.133ms
2022-05-16 13:07:43.982: From xxx.xxx.x.x: bytes=60 seq=17fc TTL=64 ID=5782 time=11.938ms
2022-05-16 13:07:44.482: From xxx.xxx.x.x: bytes=60 seq=17fd TTL=64 ID=5783 time=12.919ms
2022-05-16 13:07:44.972: From xxx.xxx.x.x: bytes=60 seq=17fe TTL=64 ID=5784 time=11.887ms
2022-05-16 13:07:45.467: From xxx.xxx.x.x: bytes=60 seq=17ff TTL=64 ID=5785 time=12.870ms
2022-05-16 13:07:45.972: From xxx.xxx.x.x: bytes=60 seq=1800 TTL=64 ID=5786 time=12.687ms
2022-05-16 13:07:46.472: From xxx.xxx.x.x: bytes=60 seq=1801 TTL=64 ID=5787 time=16.853ms
2022-05-16 13:07:46.972: From xxx.xxx.x.x: bytes=60 seq=1802 TTL=64 ID=5788 time=14.672ms
2022-05-16 13:07:47.492: From xxx.xxx.x.x: bytes=60 seq=1803 TTL=64 ID=5789 time=19.786ms

 

Does that give you any clues?

 

What rate of timeouts should there be?

Re: Issues with Internet and Digital TV

Datalink
Resident Expert
Resident Expert

For a short test like that you shouldn't see any timeouts. 

 

Ok, so, your downstream signal levels are a little high, but, that shouldn't be an issue.  The upstream signal levels are elevated above the normal 36 to 40 dBmV range but, their ok where they are.  They won't be an issue.

 

You're on a temporary cable and you've replaced the modem a couple of times already.  The service dropouts also cause pixelation and black screens on the tv's.  

 

You've already had 4 tech visits.  

 

Ok, its time for a senior tech to sort this out.  @CommunityHelps can @RogersMoin or @RogersTony please arrange for a Senior Tech visit.  

 

@GWD failing that, call tech support and ask for a Level II tech.  Let him or her know, in a nutshell (above) what you're seeing and what you've already had for tech visits and ask the tech to run a ping test, either to your modem or from your modem (it won't matter, the results should still look bad).  At the same time, I'd also be running my own ping test just to see what's going on with the response times.  That way you can have an intelligent conversation with the Level II tech when you're both looking at the same results.  

 

The only other item to replace locally, if it hasn't bee done already, is the ground block that is located in the external NID (Network Interface Device - Rogers box on the side of the house).  That ground block looks like this:

 

https://www.amazon.com/Corpco-Coaxial-Grounging-mounting-Satelite/dp/B07R7RV2KJ/ref=sr_1_4?crid=2232...

 

The one thing that you can do is to have a look at that Rogers NID, specifically the copper wire that usually runs out of that box, connecting in some fashion (usually a clamp) to the house's external electrical box.  Essentially, ensure that the ground wire is still connected to the house electrical ground system.  Look for that wire, see where its connected to and give it a gently pull, just to make sure that its still connected. 

 

Beyond that, given that you're on a temporary cable and the modems have been switched, that leaves the local tap which is located within the neighbours pedestal, and beyond, including the cabling to the neighbourhood node and the neighbourhood node itself.  Anything to do with any of that will require a Senior Tech or a Maintenance crew. 



Re: Issues with Internet and Digital TV

GWD
I Plan to Stick Around

Thanks for the response.

 

The ground wire was a problem, but that was fixed last summer by a service tech who noticed it.  Bottom line - this is not our current issue.

 

We just had a service tech visit.  He moved us to a different port on the ped.  He forced a firmware update to our CODA-4582 (he said that automatic updates were supposed to happen at around midnight, but they were not working properly).  He also said that he would book a visit by his supervisor later this week.

Re: Issues with Internet and Digital TV

Datalink
Resident Expert
Resident Expert

@GWD are you using any type of power bar for your computer equipment or any other equipment in the home.  If so, for experimental purposes, disconnect it (them) completely from the wall socket and from the connected equipment and use multi-head extension cords if necessary.  The power bars will last for a long time but when they start to fail they can emit a considerable amount of RF EMI, enough to penetrate and kill cable signals.  They contain a metal oxide varistor to shunt overvoltage spikes to ground, protecting the connected equipment.  Tech support will ask you to disconnect them without stating why, but, there is a valid reason due to any emitted or conducted RF EMI which might be the cause of service drops.  



Re: Issues with Internet and Digital TV

GWD
I Plan to Stick Around

Things are worse than ever since the tech visit yesterday.  Have a senior tech coming Saturday, but TV reception is terrible and internet cuts out every 5 minutes or so.  Senior tech was able to determine that we were having "RF flaps",  but he is not working today and didn't have time to explain that to me.

 

Can you tell me what an "RF flap" is?  And what the source and solution might be?

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