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Services include Residential Internet (Cable, DSL, Dialup) and Business Internet and Hosting
Group: All, Cable, rCable, cCable, DSLpage: 1 · 2 · 3 · 4 · next

rocca
Start.ca
Premium
join:2008-11-16
London, ON
kudos:23

3 edits

3 recommendations

FAQ: Trouble-shooting (Cable)

Here are a few helpful tips for trouble-shooting cable internet issues:

Factory resetting your cable modem

To factory reset your modem, hold the 'reset' pin in on the back of the modem for 30 seconds or until all the lights flash and the modem begins to reset itself. This does much more than just 'rebooting' the modem as it causes all the memory from the prior configuration to be erased, rescans the channels on the node for the best set and requests a new copy of the profile to be sent down to it.

Modem signal levels

To get your modem details open »192.168.100.1 in your browser and go to the diagnostics, signal or statistics page. There you will see a grid showing which channels and frequencies are being used by the modem. Your receiving (forward) signal should be between -11 and +11 dBmV, and the transmission (return) signal level should be between +35 and +52 dBmV, and the BER (bit error rate) should all be 0%. If you have poor signals check the physical connectors that they are tight and remove any additional splitters that may be in the path. If the signals don't improve and you're able to connect the modem to the cable where it comes in your building that will help determine if the issue is with the outside or inside wiring. If you change the physical setup, it's best to make sure you label which cables went where so you can put things back afterwards.

Speed issues

The first step is always to factory reset the modem. If the problem still occurs after this it is important to remove the router/wifi from the equation. Testing over wifi or a handheld device is never accurate as you have to contend with interference from other wireless devices, cordless phones, baby monitors and even your microwave. Even just using a wired connection to your router does not eliminate all problems such as routers not capable of higher speeds because of CPU limits, QoS settings, memory leaks or other people on your network using the connection during your testing.

The second step is to make sure that you close down any software from your now directly connected computer, including background updates, backups, etc that could be using your connection in the background. Additionally some anti-virus and firewall software can sometimes be the source of the problem, try temporarily disabling it.

The third step if the problem persists is to check your physical setup, ie try replacing the network cable if you have a spare, or using a different computer to see if you have a problem with the network card on it.

If you're not able to resolve it please call us and we'd be happy to trouble-shoot with you and put in a ticket if there is an issue with your line.

Latency issues

Before testing specifically for latency issues it's important to reset your modem and do the same testing for speed issues as above, ie removing the router from the network while trouble-shooting. If speeds are good, but latency exists then there are a few additional steps to take.

First, it's important to determine what type of latency you're experiencing. It can either be a constant (ie high latency for minutes at a time) or intermittent (ie a few high latency packets intermixed with regular latency). It can also be related to time of day (ie happens any time during the day vs only happens during peak periods).

Second, it's important to determine where the latency is, ie to test your local node you should ping the gateway of your connection and if you experience the latency on that first hop then the following grid is the typical reason for the latency:

Constant or intermittent at peak: Node congestion. A factory reset of the modem might pick up a better channel set that is less congested.

Constant off-peak: Something on your system is saturating your upload, hunt it down and turn it off. If nothing really is running (check byte counters on your network card interface), then either an equipment or line failure.

Intermittent off-peak: Equipment or line failure.

If there is no latency on the first hop but exists further down, then use »WinMTR.net and run a 10 minute test to determine where the problem exists.

Splash screen

If you get a splash screen showing the incumbent cable carriers logo, that means that your modem is not properly registered or you are using a different modem than has been registered with us. If the later, reconnect the registered modem. If that is not the problem please verify the MAC address on the label matches the status screen at »192.168.100.1 and let our support team know the details.

rocca
Start.ca
Premium
join:2008-11-16
London, ON
kudos:23

1 edit

Start staff authorized to provide support

Hi gang,

We now have a few people who are authorized to help you in the DSLR forums, ie ask for account #'s in PM's, help with traceroutes or tickets, etc so I'll start updating this post as the list grows. Please note that not of these staff are checking all the time, so anything urgent is best sent to support@start.ca (or called in) rather than a PM. If you do see the following accounts posting on our behalf, you'll know they are legitimate staff that can help you out.

Thanks.

Current authorized list:

rocca
Start Laurie
Start Eric
Start Sam
Start Ryan

rocca
Start.ca
Premium
join:2008-11-16
London, ON
kudos:23

2 edits

1 recommendation

IPv6 Update (Open Beta)

Creating a new thread with the information that will be active 2014/03/26 at approximately 1am:

Type: 6rd
Ipv6 Prefix: 2600:16f0::
IPv6 Prefix Length: 28
IPv4 Border Router: 64.140.112.5
IPv4 Router Mask Length: 0
MTU 1480
IPv6 DNS Server 1: 2600:1621:1::c:1
IPv6 DNS Server 2: 2600:1621:1::c:2
IPv6 DNS Server 3: 2600:1621:1::c:3
Enable Router Advertisement: Enable

...this is open beta. That means any of our customers can use these settings, however it is not yet supported through our regular service team, however this forum is a great avenue for assistance/feedback.

Thanks.
faidwen7

join:2006-04-03
London, ON

Re: IPv6 Update (Open Beta)

Does anyone know (or has tried) this on a stock Linksys 1900AC ?

Thanks in advance.

damir

join:2013-12-12
CANADA

Re: IPv6 Update (Open Beta)

I did, when i had start and that router, it was bugging in the firmware i used at that time ( i don't remember the version # ) , every time change was applied to the router (firmware) ipv6 hangs.
--
[-CB-] World of Tanks [-CB-] - www.cannedbandits.org

jmck
formerly 'shaded'

join:2010-10-02
Ottawa, ON

1 recommendation

any update on DSL IPv6?

rocca
Start.ca
Premium
join:2008-11-16
London, ON
kudos:23

1 recommendation

Re: IPv6 Update (Open Beta)

We've had our hands full the past couple months with some big projects, but 4 of them are completing by middle of November and our focus can shift back to resolving some of the accounting issues we need to deal with before enabling it natively on DSL.
jubenvi

join:2006-12-12
Sarnia, ON
Reviews:
·Start Communicat..
·TekSavvy DSL
Had IPv6 working fine for months on my Airport Extreme.

Without warning, Internet fails with IPv6 enabled now. Tried redoing the steps found here: »Re: IPv6 Update , but still no success.

Can anyone see anything obvious I screwed up here:

[att=1]

[att=2]
merc782

join:2012-11-19

1 recommendation

Re: IPv6 Update (Open Beta)

Your ipv6 address is dependent on your normal ipv4 address. If you ipv4 changes for any reason ( modem resets/node splits etc) then you have generate your new IPV6 prefix again. Use »silmor.de/ipaddrcalc.html to generate your new prefix

Anzio

join:2008-11-22
Innisfil, ON

1 recommendation

The post above me is correct. Your IP address has changed, so you'll need to update your v6 address. Your old suffix of 6caa:8316 is no longer valid.

You might want to remove those images as well. LAN address should be /60 as well.

One of the disadvantages of this manual method is that it relies on your IPv4 address remaining the same.
jubenvi

join:2006-12-12
Sarnia, ON
Reviews:
·Start Communicat..
·TekSavvy DSL

1 edit

1 recommendation

Re: IPv6 Update (Open Beta)

That was my updated IPv6 suffix numbers after my IPv4 changed.

Seems a issue with the Airport Extreme.
Hard reset to default, reloaded old config, re-did IPv6 based on new IPv4 DDRESS.

Working OK now. Checked settings vs screenshots of original attempt, same settings.

Anzio

join:2008-11-22
Innisfil, ON

1 recommendation

Re: IPv6 Update (Open Beta)

Interesting... Do you know if it broke after the IPv4 change?

Wonder if the AirPort holds onto old v6 settings and does not update them. I'll test on mine once I get back home for the holidays.
jubenvi

join:2006-12-12
Sarnia, ON
Reviews:
·Start Communicat..
·TekSavvy DSL

1 recommendation

Re: IPv6 Update (Open Beta)

said by Anzio:

Interesting... Do you know if it broke after the IPv4 change?

I don't really know. When it stopped working it appeared to stop all DNS requests and essentially stopped Internet access altogether.
I didn't really have time to diagnose, so I just swapped in an old Time Capsule and came back weeks later and then discovered that when I turned IPv6 off, Internet access worked again and proceeded from there.

rocca
Start.ca
Premium
join:2008-11-16
London, ON
kudos:23

2 recommendations

Network upgrades

We have continued to improve our network performance by adding a new transit partner TeliaSonera to our mix which was activated tonight. This provides more direct routes around the world, but in particular Europe where they have an extensive footprint. »www.teliasoneraicmap.com/

We also expect that our XO connectivity should be online early October, and our New York and Chicago POP's are expected to be operational in about 6 weeks.
merc782

join:2012-11-19

Re: Network upgrades

I see that start DNS servers are resolving to Akamai servers in Vancouver. At the same time i see google DNS resolves to servers in Toronto. Rocca, is there anything be done to fix it ? I really don't want to use google DNS, they got too much of my info already.

$ traceroute -w 1 rodohds1-f.akamaihd.net
traceroute: Warning: rodohds1-f.akamaihd.net has multiple addresses; using 184.150.187.82
traceroute to a628.w23.akamai.net (184.150.187.82), 64 hops max, 52 byte packets
 1  controlpanel.home (192.168.1.1)  2.302 ms  1.349 ms  72.687 ms
 2  lns1-toronto1-lo0.net.start.ca (64.140.112.13)  13.187 ms  13.178 ms  13.058 ms
 3  * * *
 4  * * *
 5  204.101.4.193 (204.101.4.193)  21.991 ms
    204.101.4.185 (204.101.4.185)  26.012 ms  16.666 ms
 6  tcore4-london14_tengige4-0-1.net.bell.ca (64.230.112.48)  73.260 ms  90.955 ms *
 7  tcore4-london14_pos0-15-0-0.net.bell.ca (64.230.49.70)  142.172 ms
    tcore3-toronto12_pos0-15-0-0.net.bell.ca (64.230.73.224)  74.939 ms
    tcore4-london14_pos0-15-0-0.net.bell.ca (64.230.49.70)  73.718 ms
 8  core4-vancouver_pos14-0-0.net.bell.ca (64.230.147.210)  73.972 ms
    core3-vancouver_pos14-0-0.net.bell.ca (64.230.147.214)  73.583 ms
    core4-vancouver_pos14-0-0.net.bell.ca (64.230.147.210)  75.948 ms
 9  bx4-vancouver_xe2-0-0.net.bell.ca (64.230.183.106)  77.042 ms
    bx4-vancouver_xe2-1-0.net.bell.ca (64.230.183.110)  73.509 ms  74.067 ms
10  184.150.187.82 (184.150.187.82)  74.948 ms  71.857 ms  72.916 ms
 
$ traceroute -w 1 tvbroadcasting.rogersdigitalmedia.com.edgesuite.net
traceroute: Warning: tvbroadcasting.rogersdigitalmedia.com.edgesuite.net has multiple addresses; using 23.12.33.10
traceroute to a1510.g.akamai.net (23.12.33.10), 64 hops max, 52 byte packets
 1  controlpanel.home (192.168.1.1)  1.964 ms  1.377 ms  1.988 ms
 2  lns1-toronto1-lo0.net.start.ca (64.140.112.13)  17.526 ms  12.756 ms  12.662 ms
 3  * * *
 4  xe-3-0-0.torix.tor-151f-cor-1.peer1.net (206.108.34.159)  117.134 ms  12.844 ms  12.161 ms
 5  10ge.xe-2-0-0.tor-151f-cor-1.peer1.net (216.187.114.145)  12.076 ms  13.611 ms  12.545 ms
 6  oc48.so-2-0-3.van-hc21e-cor-1.peer1.net (216.187.114.137)  74.862 ms  73.420 ms  71.957 ms
 7  10ge.xe-0-2-0.van-hc21e-dis-1.peer1.net (216.187.88.122)  71.699 ms  74.509 ms  75.469 ms
 8  10ge-xe-0-1-0.van-hc16e-dis-1.peer1.net (216.187.115.130)  73.577 ms  71.980 ms  71.949 ms
 9  rflwebfw02.robeez.com (64.69.81.131)  67.935 ms  68.256 ms  68.177 ms
10  a23-12-33-10.deploy.static.akamaitechnologies.com (23.12.33.10)  68.285 ms * *
 

rocca
Start.ca
Premium
join:2008-11-16
London, ON
kudos:23

Re: Network upgrades

What's the actual domain, ie before it gets the CNAME'd host?

For what it's worth, our Akamai cluster was installed/configured last week and we're just waiting for them to push the IP's into their distribution on their next cycle, so most that content will be in-house very shortly.
merc782

join:2012-11-19

Re: Network upgrades

The hostnames in my previous hostnames that i grabbed from chrome://net-internals -> dns tab, when i was playing some episodes on rogersondemand.com and citytv.com. Flashplayer on those sites uses those hostnames to grab the video. They are not CNAMES, they are actual hostnames that flashplayer uses

rocca
Start.ca
Premium
join:2008-11-16
London, ON
kudos:23

Re: Network upgrades

Thanks.

Just to clarify it's not that our DNS is pointing to Vancouver rather that's the answer Akamai's network responded when our DNS made the query to them. It could be that they are selecting that cluster based on other volumes or load on different hardware, or where the content is available, etc. Are you having a problem with the playback? The path seems pretty good and generally a few ms latency isn't an issue for video. I suspect in about a week'ish that many of these will resolve to our internal cluster.

With our Netflix and Akamai clusters, plus direct peering we already have with players like Google, Microsoft, etc, and our new New York/Chicago turn ups in a couple weeks we should be getting almost 80% of our traffic from on-net. We're pretty excited about that.
merc782

join:2012-11-19

Re: Network upgrades

Looks like Start's Akamai cache is partially online

$ nslookup www.ctv.ca 64.140.114.21
Server:64.140.114.21
Address:64.140.114.21#53
 
Non-authoritative answer:
www.ctv.cacanonical name = www.ctv.ca.edgesuite.net.
www.ctv.ca.edgesuite.netcanonical name = a991.g.akamai.net.
Name:a991.g.akamai.net
Address: 184.150.187.208
Name:a991.g.akamai.net
Address: 184.150.187.216
 
$ nslookup www.ctv.ca 64.140.120.24
Server:64.140.120.24
Address:64.140.120.24#53
 
Non-authoritative answer:
www.ctv.cacanonical name = www.ctv.ca.edgesuite.net.
www.ctv.ca.edgesuite.netcanonical name = a991.g.akamai.net.
Name:a991.g.akamai.net
Address: 64.140.112.176
Name:a991.g.akamai.net
Address: 64.140.112.169
 
$ nslookup www.ctv.ca 8.8.8.8
Server:8.8.8.8
Address:8.8.8.8#53
 
Non-authoritative answer:
www.ctv.cacanonical name = www.ctv.ca.edgesuite.net.
www.ctv.ca.edgesuite.netcanonical name = a991.g.akamai.net.
Name:a991.g.akamai.net
Address: 64.140.112.169
Name:a991.g.akamai.net
Address: 64.140.112.176
 

rocca
Start.ca
Premium
join:2008-11-16
London, ON
kudos:23

Re: Network upgrades

Indeed it is.

rocca
Start.ca
Premium
join:2008-11-16
London, ON
kudos:23

Re: Network upgrades

traceroute to www.cbc.ca (64.140.112.176), 30 hops max, 60 byte packets
1 core1-toronto1.net.start.ca (64.140.114.1) 0.387 ms 0.538 ms 0.614 ms
2 akamai5-toronto1.start.ca (64.140.112.176) 0.292 ms 0.296 ms 0.296 ms

traceroute to www.ctv.ca (64.140.112.169), 30 hops max, 60 byte packets
1 core1-toronto1.net.start.ca (64.140.114.1) 0.383 ms 0.451 ms 0.516 ms
2 akamai2-toronto1.start.ca (64.140.112.169) 0.298 ms 0.300 ms 0.300 ms
jobr

join:2004-10-21
Halifax, NS

Re: Network upgrades

Great! The CBC site is noticeably faster now. I don't remember offhand what it used to resolve to.

Davesnothere
No-BHELL-ity DOES have its Advantages
Premium
join:2009-06-15
START Today!
kudos:7
 
Does this mean that the CBC Player ought to be more smooth ?

I would guess that if we watched CBC's 'The National' at 10PM, that your server would have cached the 9PM stream by then ?

Usually they are the same unless breaking news is being updated during the first (and sometimes the last) segment of the broadcast.
merc782

join:2012-11-19
Rocca, Any plans to BGP announce subnets dedicated to Cable on Bell transit? as far as i can see all traffic to cable network from bell is going over HE/chicago

»www.as577.net/en/page/lg.html
Expand your moderator at work

rocca
Start.ca
Premium
join:2008-11-16
London, ON
kudos:23

Re: Network upgrades

Probably not as Bell transit is likely not in our long-term future for a variety of reasons.

Our current focus is bringing more direct connections on-net, with New York going online earlier this week and Chicago is ready and just waiting for the Equnix IX turn-up which we expect should be done this week.

traceroute to www.choopa.net (64.237.47.23), 30 hops max, 60 byte packets
1 core1-toronto1.net.start.ca (64.140.114.1) 0.322 ms 0.384 ms 0.445 ms
2 core1-newyork1-te2-1.net.start.ca (64.140.112.122) 20.002 ms 19.789 ms 19.848 ms
3 nyiix.gi3-6.cr1.nyc1.choopa.net (198.32.160.157) 20.022 ms 20.344 ms 20.495 ms
4 ethernet1-49-c3-9-c6-1.pnj1.choopa.net (108.61.79.194) 26.766 ms 26.573 ms 26.658 ms
5 www.choopa.com (64.237.47.23) 19.865 ms 20.067 ms 19.910 ms
merc782

join:2012-11-19

1 edit

Re: Network upgrades

W00t ! I just saw a traceroute going over nyiix and came here to post about it and I see you posting about it already. Cheers !!!
$ traceroute -w 1 -a -I 72.247.9.152
traceroute to 72.247.9.152 (72.247.9.152), 64 hops max, 72 byte packets
 1  [AS0] 192.168.1.1 (192.168.1.1)  4.563 ms  6.018 ms *
 2  [AS40788] lns3-toronto1-lo0.net.start.ca (64.140.112.17)  14.018 ms  27.330 ms  12.886 ms
 3  [AS40788] core1-toronto1.net.start.ca (64.140.114.1)  15.608 ms  13.011 ms  44.700 ms
 4  [AS40788] core1-newyork1-te2-1.net.start.ca (64.140.112.122)  31.595 ms  32.592 ms  40.342 ms
 5  [AS4637] nyiix.akamai.net (198.32.160.47)  32.524 ms  35.825 ms  31.502 ms
 6  [AS20940] a72-247-9-152.deploy.akamaitechnologies.com (72.247.9.152)  34.497 ms  32.810 ms  32.312 ms
 

jmck
formerly 'shaded'

join:2010-10-02
Ottawa, ON
very nice, I've noticed my return path from OVH is going through NYC instead of TorIX now (my forward path goes through TorIX still) which was a bit strange.

curious what the capacity to NYC and Chicago will be?

rocca
Start.ca
Premium
join:2008-11-16
London, ON
kudos:23

Re: Network upgrades

I'd imagine it would depend where in OVH it was coming from as to why it'd take NYIIX instead of TorIX. As for capacity, they are both 10 Gbps.
edugas

join:2004-03-18
Montreal, QC
kudos:1

Re: Network upgrades

said by rocca:

I'd imagine it would depend where in OVH it was coming from as to why it'd take NYIIX instead of TorIX. As for capacity, they are both 10 Gbps.

You can drop them an email if you wish to prioritize an IX in particular (staying in Toronto makes more sense than going to NY).

Welcome to the NYIIX
--
Netops at AS40191.net

rocca
Start.ca
Premium
join:2008-11-16
London, ON
kudos:23

Re: Network upgrades

@edugas, thanks. We still have some tuning with our MED's to do.

@jmck, can you post the return path from OVH? (or PM me if you prefer).

Thanks.

sbrook
Premium,Mod
join:2001-12-14
Ottawa
kudos:13
Reviews:
·TekSavvy Cable
·WIND Mobile
Sadly I think it will be a cold day in hell before Bell actively provides Canadian Transit to anyone who could be remotely called a competitor. I believe they provide transit to end user corporations, but not to other ISPs. Gone are the days of Nexxia transit, or Teleglobe transit.

About the only westbound canadian transit is bigpipe (shaw), and non-canadian is hurricane electric.

•••••••••••••••••

Yoorie

join:2011-11-22
Toronto, ON
Glad to see more network upgrades happening! As a geek, I think it's pretty awesome. Speaking of geekiness, I'm curious if hardware upgrades are generally needed for these kinds of network upgrades? Or is it mostly about just leasing an extra connection to Chicago and then peering from there?

••••
mikee

join:2012-12-21
Gloucester, ON
kudos:1
20 ms ping to new york, beautiful nice work start!
Dmole

join:2008-07-11
Reviews:
·TekSavvy DSL
·Start Communicat..

SMTP

I used to send mail on port 25, then someone at red or start found out policy was not enforced and blocked it.
Then I sent mail using mail.start.ca:25 as a relayhost and now that is blocked.
now I'm trying to find out how to get postfix to send mail.
postconf -e "relayhost = [mail.start.ca]:465"
did not seem to work... any suggestions?

•••••••••••••••••••••••••
oneandzero

join:2014-09-21
Kingston, ON

Almost new customer

I've finally decided to switch to Start and will go with the 20M plan with 200G. I plan on buying the technicolor modem. If I decide to increase to the 50M plan at a later date is there a charge? Does another service tech need to visit or does start just flick on the fast switch?

•••••
WaterdownInt

join:2002-10-20
canada
Reviews:
·Start Communicat..

Very Disappointing Customer Service

This is a continuation of this post »Slow Speeds in Waterdown as I wasn't able to get it reopened per the 14 day rule.

Back at the end of September I reached the breaking point. Internet speeds for the previous few months had dropped to 3Mbps in the evenings usually accompanied by poor latency approaching 300ms. I called Start and went through the standard procedure, reset the modem, reset the router, ran their test file for ping time, and speedtested with just a computer connected to the modem. Eventually the tech agreed there was an issue and asked that I disconnect the network cable from the modem so Cogeco could run some tests.

The response I get back is cogeco is seeing no problem... That it's something on my network (only one device was connected while on the phone with the tech) or the ethernet cable (causing slowdowns only in the evening??).

I respond reiterating that it is slowdowns in the evenings ruling out that it is anything on my network. Different devices, router settings, the network cable, nothing makes a difference.

Now 2 weeks after the original call, Start states again that because Cogeco saw no issues during their test that it is a problem with my network, that Cogeco is reporting no issues in the area, and that "...if you're confident that it is a congestion issue, there will be no eta on when it will be resolved...". If I'm confident? As if it's my opinion that the internet slows to a crawl?

I followed up with a couple more emails showing speed test results but received no reply from Start support, they were now ignoring my emails. The post here »Slow Speeds in Waterdown got Rocca involved which resulted in another tech getting assigned to my issue now the beginning of October.

This tech stated again that there are no congestions issues being reported to them and then we went through the whole standard network test procedure including screen sharing on the computer to prove again that the issue wasn't with my device. Finally convinced, a Cogeco tech was called to check my lines.

When Cogeco arrives a week later it takes 5min to confirm that there is no problem with the wiring in my house. I also hear for the first time that yes, there is indeed a congestion issue in my area for which this tech has been making several visits for slow speeds.

The response from Start after the visit? Cogeco's system is still not telling them there is a congestion issue. Still, they finally agree that it must be a congestion but with no information from Cogeco there is no eta on a fix and nothing more that can be done. The recommended solution is to switch to 7Mbps DSL (fastest available) or drop to the 10Mbps cable tier and wait out the congestion.

I respond stating that 7Mbps is not worth the hassle switching and the 10Mbps plan will not address the speed or ping issues. Paying $5 less for the 10Mbps to get less than half the previous service is not acceptable. The only reasonable way forward is to start crediting the account for the quality of service being provided.

Any credit from Start is completely denied, turns out according to Start, getting 3Mbps on a 20Mbps plan falls under the "where technology permits" disclaimer.

The worst part is I'm not getting the impression Start cares to help their customer to a final resolution. I mean, at the very least tell me that you picked up the phone, called Cogeco, and got an estimated date when something might get fixed. Don't stop at "their system says there's no issue".

Very frustrating...

Some notes on the original post »Slow Speeds in Waterdown
- My 20/10 connection was never saturated by a 1Mbps skype video call.
- Never had QoS set in the router.

Further proof of the issue from the Cogeco side:
»[INTERNET] Beyond 'slow' internet?
»[INTERNET] Congestion issues; Waterdown

Whats interesting here is that Cogeco is apparently crediting customers for this issue! Cogeco customer service is doing a better job than Start? Isn't that one of the main reasons most people switch?
»Re: [INTERNET] Congestion issues; Waterdown
»Re: [INTERNET] Beyond 'slow' internet?
»Re: [INTERNET] Beyond 'slow' internet?
»Re: [INTERNET] Beyond 'slow' internet?

Also, this post »Re: [INTERNET] Congestion issues; Waterdown is apparently the only information that's been "provided" to Start that there is an issue in Waterdown. "...known congestion...going on for some time..."

••••••••••••••••
dmbcanada

join:2009-06-01
Canada
Reviews:
·Start Communicat..
·TekSavvy DSL

[rCable] New Customer

Just signed up on Saturday for Standard Cable Internet! I have been very impressed by the pre-sale service I have received by Rocca and his staff here on DSLR and on the phone. I was surprised to get a call last night from Start informing my install was confirmed and that they would call me on install day to confirm installation was complete. Looking forward to getting hooked up!

I also want to switch to the phone as well, but need to know for sure that my number won't port over before the request date, if I select a day will it be that day for sure and not sooner?

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chrisl1983

@207.219.69.x

Lost ottawa cable sync

Anyone in Ottawa lose sync around 12 20 am. Power levels are all 0 now and highest attained state is "not synchronized".

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Anzio

join:2008-11-22
Innisfil, ON

VoIP for analog modem

I know VoIP is not designed to carry data, but so far it's been successful for us until lately on Ooma. Ooma seems to be facing congestion which causes our EDI submissions to fail during the day (usually fine early am).

With that being said, is Start VoIP available for business (installed at a business, not really used for business calls)? This would be a line that would be used for EDI submissions (maybe 6-10 toll-free calls a day for about 12-30 seconds each). This wouldn't be a used business line for normal calls.

Do you think Start VoIP would handle an analog modem with a lower fail rate? I totally understand fax/data over VoIP is best effort, but I feel like Starts VoIP service would be a more premium/consistent service than Ooma is able to provide this modem. If it usually works over Ooma, Start must yield similar results.

If we're allowed to order this service, is there any settings we should know of to improve our odds of successful data transfers? We know the risk of it not working going in, so we would never ask for a refund.

PS: We are working hard to switch our legacy software over to a more modern system with IP claims submission, but we need a slightly better solution for this analog line in the meantime.

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imtiax
Premium
join:2014-05-24
East York, ON

Small Issue With Your Site

Hi.

I've been a start customer since VOIP launched and the service is rock solid, no issues.

Only issue I have is with the website.

I can't seem to find a link to the portal on your website, I assumed the top right login button was the right one, but it takes me to mail and my login does not work there.

Can someone please link me to the portal, as I need to change my Voice Mail settings. I've tried looking for the portal link on the site for the past few minutes but can't seem to find it.

Would be great if there was a portal login link on the start.ca home page.

Thanks

rocca
Start.ca
Premium
join:2008-11-16
London, ON
kudos:23

Re: Small Issue With Your Site

Yes it will be changing soon to portal but we need it to dual login for webmail first. Until then it is www.start.ca/portal
imtiax
Premium
join:2014-05-24
East York, ON

Re: Small Issue With Your Site

Ok also I noticed the "Login to my email" button on the home page, and the "login" button in the top right takes you to the exact same link.

AlexK

@199.7.157.x

No DHCP response

I am posting in the Start section because it is my provider but I strongly suspect Rogers is to blame.

I have lost my IP address today morning and it has not been assigned back again. I am capable of verifying that the cable modem does establish the communication by running packet capture on the interface. I see the DHCP request (DHCP Discover) sent by my router every few seconds but there are no responses. I do see other incoming packets like other DCHP responses. I can even see random incoming IP traffic that has the destination address that I used to have recently. That means the IP connectivity is working and they can route packet to my IP but they refuse to tell me what my IP is...

I remember having exactly the same problem while being with Teksavvy some time ago, and more tha once.

Is DHCP provided by Rogers? Is it a known issue with their DHCP?

I have called the Start support line and had to go through those embarrassing steps of bypassing the router, resetting the modem, etc ... that obviously were useless.

I wonder when this happens next time, how can I save time both mine and for the support by providing accurate technical details and streamline the process? I can make packet captures or any kind of network diagnostics on my side.

rocca
Start.ca
Premium
join:2008-11-16
London, ON
kudos:23

Re: No DHCP response

I see you online with a valid IP and two-way traffic, are you still having a problem?

The way the DHCP works is that we assign blocks of IP's to regions, Rogers then takes those IP blocks and creates DHCP pools for different nodes. When your computer/router makes a DHCP request it goes through the modem to the CMTS which then issues from that pool.

When you can't get an IP (ie, get a 169.254.x IP) it's because of one of four reasons:

1) The pool is exhausted and needs more IP's (this is pretty rare these days, ie there are processes to see when pools are close to exhaustion and they get augmented in advance).

2) You already have 2 IP's assigned to your account, ie you've changed hardware or the MAC address of hardware behind the modem. This happens frequently when you're changing configurations, etc - the solution for this is to factory reset the modem and wait about 5-10 minutes for the CMTS to clear out the leases already assigned to you. The CMTS will not ever issue more than 2 active leases to your account.

3) An issue between the computer and modem, ie DHCP request isn't making it out through the modem.

4) The DHCP service on the CMTS failed, however I don't think I've ever seen this happen.

As for the process of trouble-shooting, yes unfortunately we must follow the process of isolating, etc, before we can submit a ticket.

Hope that helps.

edit: Added the #4 option.
jobr

join:2004-10-21
Halifax, NS

GTT network problems in NYC

When I connect to my VPS in New York City, packets go out Start's GTT connection and they appear to be having major problems in that area. Pinging the VPS gives a latency of almost two seconds, and there's a fair amount of packet loss (see pic).

Not a big deal at the moment, I'm sure they're working on it. Just a heads up in case others see the same thing.

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xBlitzerx

join:2003-10-22
Belle River, ON

Packetloss/slow speeds

Been going on all day today is there a DDoS or something happening? In Windsor, directly to modem (no router).

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phphreak

join:2010-02-07
canada

1 edit

Pocket loss/slow speeds

Does this test tell you anything?

Thanks.

rocca
Start.ca
Premium
join:2008-11-16
London, ON
kudos:23

Re: Pocket loss/slow speeds

No unfortunately pings aren't very useful for isolating where the problem is.

startusr

@108.168.47.x

Newsgroup downloads - slow?

Switched to start. Everything is great but newsgroup downloading is slow... no matter what time of day. Never had this issue with Rogers.

Is start throttling newsgroup downloads?

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CanadianGuy

join:2012-05-28
Nepean, ON

Connection drops?

Click for full size
For the past week now gaming has been almost impossible after 10:30 at night. I Play Dragons Prophet on the EU servers and I play Black Ops II (US servers). After 10:30pm I start getting packet loss and dropped connections constantly and I can only stay connected to Steam and BO2 for about 3 minutes and i get disconnected.

I can not connect to »www.dragonspropheteurope.com/en/ or get the page to load during these times.

Speed tests are fine from the toronto servers.

Ran a winmtr to the site above:

|---------------------------------------------------------------------------------- --------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 192.168.1.1 - 0 | 45 | 45 | 0 | 0 | 0 | 0 |
| 10.106.195.1 - 0 | 45 | 45 | 6 | 9 | 17 | 10 |
| 69.63.255.229 - 0 | 45 | 45 | 14 | 16 | 26 | 15 |
|so-4-0-0.gw02.ym.phub.net.cable.rogers.com - 0 | 45 | 45 | 13 | 18 | 25 | 18 |
| 10ge7-4.core1.tor1.he.net - 0 | 45 | 45 | 13 | 18 | 28 | 25 |
| 100ge1-2.core1.nyc4.he.net - 34 | 21 | 14 | 0 | 30 | 32 | 30 |
| 100ge5-1.core1.ash1.he.net - 24 | 25 | 19 | 29 | 33 | 37 | 36 |
| 10ge9-2.core1.par2.he.net - 37 | 19 | 12 | 106 | 113 | 121 | 118 |
| 100ge5-2.core1.fra1.he.net - 42 | 17 | 10 | 136 | 148 | 158 | 136 |
| xe0-0-2.e3.mk.de - 27 | 23 | 17 | 128 | 145 | 160 | 148 |
| ae2.c1.mk.de - 24 | 25 | 19 | 0 | 126 | 156 | 117 |
| te0-0-0.g1.blubone.net - 28 | 22 | 16 | 0 | 144 | 157 | 150 |
| te1-2-2.c1.blubone.net - 37 | 19 | 12 | 0 | 142 | 155 | 144 |
| 178.254.5.205 - 50 | 16 | 8 | 0 | 144 | 150 | 150 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

Not sure where to go from here but I would like to try to get this resolved.

Cheers,

CanadianGuy

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Xinef

join:2007-07-17
North York, ON

[DSL] New customer

Just placed my order for Home pro FTTN service. Hoping all goes smoothly. The only thing is that I do not use the phone line at home, currently on voip. There wasn't anything about dry loops, so hoping that theres no issues or extra costs.

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jmarlatt2

join:2006-09-20
Chatham, ON
Reviews:
·TekSavvy Cable

voip feature request

Just got my voip adapter hooked up and noticed a few of the features listed in the ATA manual aren't available with start.ca's voip.

Looking for permanent caller id blocking (listed as *30) only *67 works right now.

And if we were able to setup a blacklist for incoming calls that'd be awesome. ie: send all calls with blocked caller id directly to voicemail.

Any eta on these features? Thanks.

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Sanek

join:2006-08-10
Kanata, ON

New Rogers tariffs?

This is not new, but with Rogers applying for some tariff changes and introducing new services to TPIA, any chance we'll see these on Start soon? I would very much like 250/20 Unlimited (or something else if the price is too crazy)

Their original submission below and I think these were supposed to take effect on October 30th?
»www.crtc.gc.ca/public/8740/2014/···0135.zip

Rocca, any comments? Also, any news on the new modems (24x8, etc) that would probably be required for these services?

Thanks!

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