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.
FAQ: Red network (Cable) What is this mysterious 'Red' network we speak of?
When discussing our services we are contractually prohibited from using the name of a particular cable network that starts with R and shares a name with a famous country singer (gotta know when to hold'em), so we use the term 'Red' to help clarify the services in particular operating areas.
So why have you seen the name used occasionally? This prohibition only relates to us when promoting/discussing our services and does not apply when we are talking about network issues from the particular carrier, ie we can say "Rogers is having an outage in Ottawa impacting customers in that area".
Of course, this restriction does not apply to you so you're welcome to use the name if you wish, but many have taken to calling it Red and we're just as cool with that too.
| |Teddy Boomk kudos ReceivedPremium
Re: DSL Unlimited
said by rocca:And if anybody asks him sooner, it'll be one more week added on (Feb 15th), so behave yourselves people!!
Ask me Feb 8th if I haven't posted yet.
Re: DSL Unlimited Hah, I promise - we're ->this<- close. The cross connects are scheduled for tomorrow, so it's just some internal testing after that, a few things that need to be dealt with on the process side (training, oss) to ensure we can deliver what we sell.
Thinking of switching, but some questions first... I'm with another TPIA in Ontario (I'm in London), and while they've been great so far, the one thing has been annoying me with their service is the rather paltry upload speeds. Recently I've started dabbling with creating online video content, and having a 10mbps upload is much more appealing than the 2mbps we currently have (uploading a 5-7GB video file is an annoyance, especially if there is a problem with the upload and I need to re-upload it.)
I would classify myself as a heavy user, but not an abuser; we use our home internet for mainly Netflix and Youtube streaming and use it like normal TV, but with 1080p streaming becoming more prevalent, it's not uncommon for us to use on average 15-18GB a day (with 20+ maybe a few times a month.)
That being said, I have a few questions with regards to the Unlimited Usage policy. I understand that it is expected that users don't exceed 20GB of usage a day, or else their bandwidth is throttled.
That being said:
- Is this 20GB an average of a set amount of days, or is this a hard cap (reach 20GB, and instant throttle?)
- How much do you usually throttle to, 5-10mbps, or less?
- Do you allow non-peak unlimited hours where download usage is not tracked?
- Is upload bandwidth tracked as part of the overall usage?
Does Start Communications support IPv6 for customers on FTTN Pro? I've been looking around, and can't seem to find any information on this. Anyone know if Start does actually provide that, and if not, when they will? I noticed TekSavvy has a beta program, and have been wondering if Start has the same thing.