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Help with Modem Line Stats

I don't see anything attached?

Although just as a side note, cable lines do expand/sag in the heat which can absolutely cause issues, especially if the cables in your area are in bad shape.

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Weeeeeee

sorry, stats now on

Those are terrible stats. certainly not within specs.... the Signal to Noise ratio is brutal on anything but channel 1 & 2.

I'm somewhat suprised that Rogers is giving you the runaround... I have Rogers at work (currently 60/10 package) and in the past 7 years when I had signal glitches they've always come down quickly and repaired either the connection at the pole or swapped a modem.

Always had a pleasant experience with the phone tech support also, they didnt seem to be the usual brain dead ones you find on the home internet side.
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Someone on this forum once pointed out that weather changes can cause signal issues.

The first thing I'd try is a modem swap. If the problem continues, have the outside wiring from the demarc box to the green pimple changed. If Rogers refuses, you have no choice but to move on.

Signals actually fluctuate minute to minute if you have a logger you can plot the changes fairly well over the course of a day or three. You can probably do one up in Excel.

Your signals are fluctuating even though this isnt causing your physical modem to reboot your WAN connected up time is probably getting reset. Call them and request to speak to their manager and let them know the situation and ask for a Senior Technician or else you will cancel.

Thanks Coillin22. I watched it this morning and there were constant timeouts and sync failures in the docsis log.

The signal was all over the place and I could observe the first 6 downstream channels at an SNR of 38 and the last two at 22.

At the same time I ran a non-stop Ping test and many timeouts coincided with these docsis log events.

I called Rogers Business Internet tech support and they always say I'm talking to the highest level. I told the woman what I was observing and that certainly they must be able to see it and that if they didn't care I wanted to cancel immediately.

She offered to send a tech. I asked for a senior and she said all business techs were senior (don't know if that's true).

We"ll see what happens tomorrow when they come. Not very optimistic.

Take screenshots of the bad signals page and the logs.
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I got it all printed out and ready.

no prob, its all a matter of which tech ur going to get. if you get a good tech that knows his stuff he would be able to address this issues. Its possible it might be an area upgrade that they are doing possible that can also make ur signals go up and down and may take weeks before its resolved and nothing you can do to speed it up.

A tech came this morning. The whole office building was out at one point for a few minutes. I showed him my modem stats where multiple times all channels had 0 power and 0 SNR. He said that didn't mean anything to him!!

He said everything in the building was OK and when he looked outside there were a lot of repeaters. He was referring it to Maintenance and to wait and see how it was in a few days.

What I find unbelievable is that even if the modem loses all connection to the backend periodically and your log is full of constant timeouts and sync failures, as long as most people are connected most of the time and don't complain, they consider everything to be working perfectly.

Signal levels should not vary so dramatically. Now it may be that it's perfectly acceptable and work fine, but it may also be a sign of intermittent problems causing retransmits or dropouts.

Normally you'd expect only a 1-2 dBmV variation between channels. In fact early versions of the D3 implementation would actually result in deliberate disconnects if there were greater than about 1.5 dBmV between channels. Fortunately they changed the firmware to remove that requirement because a slightly wider variation is not uncommon, but not as wide as yours!

Problems continue even though Rogers said they had fixed a tap last week.

Yesterday I had various moments in the morning where all the channel signals were 0 and the modem was 'Scanning' not 'Operational'. The DOCSIS log was full of errors.

I called Customer Service ready to cancel and they said Maintenance knew about it and was going to fix it.

I can't believe how difficult it is to deal with Rogers Business technical support. When you call them directly they NEVER acknowledge a problem and refuse to do anything. When you call Customer Service and explain what's going on and you are ready to quit, they get a technical support person on the line who is willing to listen.

This is shoddy technical support and can only cost Rogers more in the long run. I am sure they know there's a problem but are willing to let it go as long as the service is marginally good enough.

I have no faith anything will get done and I am prepared to quit if it's not fixed by the weekend.

Yeah that's messed up... here's what good stats look like on the DPC 3825. And they're stable, dont fluctuate. This is also a cable that runs directly to the pole, nothing else in between.

Downstream Channels

Power Level: Signal to Noise Ratio:
Channel 1: 4.2 dBmV 41.5 dB
Channel 2: 2.8 dBmV 41.4 dB
Channel 3: 2.8 dBmV 41.5 dB
Channel 4: 3.0 dBmV 41.4 dB
Channel 5: 3.0 dBmV 41.5 dB
Channel 6: 3.0 dBmV 41.4 dB
Channel 7: 4.0 dBmV 41.7 dB
Channel 8: 4.2 dBmV 41.4 dB

Upstream Channels

Power Level:
Channel 1: 39.3 dBmV
Channel 2: 39.7 dBmV
Channel 3: 38.0 dBmV
Channel 4: 0.0 dBmV
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