TekSavvy → [Cable] Sloooow connection in Barrhaven on Fallowfield POI

Hello fellow Teksavvy customers,

I'm on 28/1 using DCM475 in Barrhaven area. I have not had any connection issue as a Teksavvy customer in almost 12 months. Since July 18, 2013, I have been experiencing unreliable and slow connection. At times, the download speed would be down to 0.1Mbps.

A ticket has been opened. The Teksavvy technician pointed out that SNR is out of spec at below 35 dB. Has anyone else in this neighborhood experienced the same thing? If so, were you able to fix this without Rogers technician to inspect and adjust signal strength?

Thanks for your input.

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MODEM TECHNICAL DETAILS STATUS PAGE

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Status Code: Operational
Software Version: STAC.02.16
Software Model: a81a
Bootloader: 2.3.0

Cable Signal Details
Forward Path:
Channel Frequency Power SNR BER Modulation
1 633.0 MHz -6.0 dBmV 29.9 dB 4.506 % 256 QAM
2 615.0 MHz -6.8 dBmV 30.0 dB 10.231 % 256 QAM
3 621.0 MHz -6.8 dBmV 30.4 dB 10.849 % 256 QAM
4 639.0 MHz -6.4 dBmV 30.7 dB 8.090 % 256 QAM
5 645.0 MHz -6.2 dBmV 30.2 dB 9.538 % 256 QAM
6 651.0 MHz -6.3 dBmV 29.7 dB 11.512 % 256 QAM
7 657.0 MHz -6.3 dBmV 30.4 dB 11.577 % 256 QAM
8 663.0 MHz -6.3 dBmV 30.0 dB 15.682 % 256 QAM
Return Path:
Channel ID Frequency Power Modulation
3 22.1 MHz 40.8 dBmV 16 QAM
1 31.3 MHz 40.8 dBmV 16 QAM
2 25.3 MHz 40.8 dBmV 16 QAM
4 38.6 MHz 40.8 dBmV 16 QAM
Data Service Details
Provisioned Address: Yes
Provisioned Time: Yes
Provisioned Configuration: Yes
Registered: Yes
BPI: Enabled

I live near Strandherd/Cedarview and so far my connection seems fine...other than the downtime that one day last week.


Cable Signal Details
Forward Path:
Channel Frequency Power SNR BER Modulation
1 615.0 MHz -3.1 dBmV 39.4 dB 0.000 % 256 QAM
2 591.0 MHz -3.3 dBmV 39.4 dB 0.000 % 256 QAM
3 597.0 MHz -3.2 dBmV 39.5 dB 0.000 % 256 QAM
4 603.0 MHz -3.1 dBmV 39.4 dB 0.000 % 256 QAM
5 609.0 MHz -3.1 dBmV 39.4 dB 0.000 % 256 QAM
6 621.0 MHz -3.0 dBmV 39.3 dB 0.000 % 256 QAM
7 633.0 MHz -3.1 dBmV 39.0 dB 0.000 % 256 QAM
8 639.0 MHz -3.2 dBmV 39.2 dB 0.000 % 256 QAM
Return Path:
Channel ID Frequency Power Modulation
1 31.3 MHz 48.8 dBmV 16 QAM
2 25.3 MHz 48.5 dBmV 16 QAM
3 22.1 MHz 48.0 dBmV 16 QAM
4 38.6 MHz 48.5 dBmV 16 QAM
Data Service Details
Provisioned Address: Yes
Provisioned Time: Yes
Provisioned Configuration: Yes
Registered: Yes
BPI: Enabled


Your SNR levels are low....they should be 32dB or higher. i would suggest commenting in the Direct Forum so Teksavvy could open a ticket for you.

I'm in K2J as well. I'm have not had any significant issues since I signed up when cable became available.

Note that I'm using a SB6120, only only four download channels:

Channel ID 13 1 2 3
Frequency 591000000 Hz 597000000 Hz 603000000 Hz 609000000 Hz
Signal to Noise Ratio 37 dB 38 dB 37 dB 38 dB
Downstream Modulation QAM256 QAM256 QAM256 QAM256
Power Level -4 dBmV -3 dBmV -4 dBmV -4 dBmV

Upstream Bonding Channel Value
Channel ID 7 5 6 8
Frequency 22096000 Hz 31296000 Hz 25296000 Hz 38596000 Hz
Ranging Service ID 2413 2413 2413 2413
Symbol Rate 2.560 Msym/sec 2.560 Msym/sec 2.560 Msym/sec 2.560 Msym/sec
Power Level 42 dBmV 42 dBmV 42 dBmV 43 dBmV
Ranging Status Success Success Success Success

Those of you with SNR below 35 on the "Forward Path" --> you've got RF issues. Either remove a splitter from before the modem, or put in a ticket to get Teksavvy to get Rogers to come by and fix it.

I agree. Try resetting the modem first, then post in direct. Those stats are showing 4-15% of your received bits are bad.

Here in Barrhaven, my upstream changed from 4x16QAM to 3x64QAM early Saturday morning.

I noticed that too but no effect on upload speed so far.

Hello edsam,

If you would like for us to submit a troubleshooting ticket, we can certainly do so in the »/forum ··· avdirect Forum.

Thank you
TSI Shawn S

I don't think there's a need for a ticket here. Many of us in the Ottawa area (at least on Fallowfield) have been "upgraded" to 3x64QAM from 4x16QAM. It seems to be the norm around here.

I have no idea where to report this stuff, but I thought I should, and this post seems to be on topic. I'm pretty sure I'm on the Fallowfield POI, my 28/1 service has been incredibly slow since that day-long outage the other week, but especially so this past weekend.

Tbh I don't really know what any of this means (apparently my SNR is good though?), but here's my modem stuff:
Status Code: Operational
Software Version: STAC.02.16
Software Model: a81a
Bootloader: 2.3.0

Cable Signal Details
Forward Path:
Channel Frequency Power SNR BER Modulation
1 597.0 MHz -12.3 dBmV 37.4 dB 0.000 % 256 QAM
2 591.0 MHz -12.7 dBmV 36.5 dB 0.000 % 256 QAM
3 603.0 MHz -11.4 dBmV 38.0 dB 0.000 % 256 QAM
4 609.0 MHz -10.8 dBmV 38.3 dB 0.000 % 256 QAM
5 615.0 MHz -11.0 dBmV 37.9 dB 0.000 % 256 QAM
6 621.0 MHz -11.7 dBmV 37.4 dB 0.000 % 256 QAM
7 633.0 MHz -11.1 dBmV 37.1 dB 0.000 % 256 QAM
8 639.0 MHz -10.4 dBmV 37.4 dB 0.000 % 256 QAM
Return Path:
Channel ID Frequency Power Modulation
7 23.7 MHz 57.0 dBmV 64 QAM
0 0.0 MHz 52.5 dBmV QPSK
0 0.0 MHz 52.5 dBmV QPSK
0 0.0 MHz 52.5 dBmV QPSK
Data Service Details
Provisioned Address: Yes
Provisioned Time: Yes
Provisioned Configuration: Yes
Registered: Yes
BPI: Enabled

Also my most recent speedtest:

(the highest consistent speed I've gotten this past weekend was 6/1; occasionally the start of the test shoots all the way up to 40 but then ends at under 10, so I dunno)

I've already power cycled. Is there anything I can do from home to fix this? Any way to have this addressed by staff or whatever? Should I call it in? I don't really know the procedure 'round here, I just want to be able to properly use my internet again. :C

Your downstream power is at the lower end of acceptable, but still acceptable with good SNR and no errors. Your upstream, however is being asked to transmit 57dBmV, much higher than the typical max of ~53dBmV. There's your problem right there - the CMTS can barely hear your modem.

You should be experiencing very good momentary download rates that eventually start to fade as the CMTS has difficulty hearing acknowledgement packets. Upload will probably require multiple re-transmissions, possibly causing difficult to diagnose lagging performance.

This is a very interesting case, as the frequency used for your upstream - 23.7MHz - is one of the new (faster/wider) 5.12Msym/sec symbol rates. Your upstream power levels are outside of all of the QAM modulation limits, and your modem has successfully fallen back to the original DOCSIS 1 upstream modulation QPSK which actually allows power levels to go up to +58dBmV. But this is happening at the faster symbol rate! This is exactly how the system should degrade - kudos to Rogers for setting up the system correctly so that you still even have a connection!

What I suspect happened is rogers switched to the 5.12Msym/sec rate and this pushed your line just out of limits.

So what can be done to remedy the problem?
1. Can you reduce the amount of cable/number of splitters between your modem and the point where the modem enters your building? Often you can see improvements of a few dB there. Make sure none of your cables/splitters are a problem by removing them and observing the signal level change on the modem.

2. If #1 does not solve your problem, post in direct with your signal levels and get TSI to have Rogers to come fix the line to your building.