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.
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.
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.
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.
IPv6 Update (Open Beta) Creating a new thread with the information that will be active 2014/03/26 at approximately 1am:
Ipv6 Prefix: 2600:16f0::
IPv6 Prefix Length: 28
IPv4 Border Router: 22.214.171.124
IPv4 Router Mask Length: 0
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.
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.
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
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.
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.
Re: IPv6 Update (Open Beta)
said by Anzio:I don't really know. When it stopped working it appeared to stop all DNS requests and essentially stopped Internet access altogether.
Interesting... Do you know if it broke after the IPv4 change?
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.
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.
Re: Network upgrades
said by rocca: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).
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.
Welcome to the NYIIX
Netops at AS40191.net
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".
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..."
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.