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mk_416
@wind.ca

mk_416

Anon

Connection mostly down, some pages load, most get reset. Routing or?

Having an ongoing issue the last 24 hours or so. Connection will be fine one moment, the next it's down to a crawl and any pages I try to access get "connection reset" result in the browser. Google if it loads, will not complete a search.

Downloads from Linux repositories, torrents and the web are either at full speed 2.7MB or 30Kb on 25/2 connection when this kicks in.

Traces and Pings to google.ca and start.ca, can do the full batch file test in morning if necessary.

M5N region.

Tracing route to google.ca [173.194.43.87]
over a maximum of 30 hops:

1 ping start.ca

Pinging start.ca [204.101.248.50] with 32 bytes of data:
Reply from 204.101.248.50: bytes=32 time=14ms TTL=59
Request timed out.
Reply from 204.101.248.50: bytes=32 time=14ms TTL=59
Request timed out.

Ping statistics for 204.101.248.50:
Packets: Sent = 4, Received = 2, Lost = 2 (50% loss),
Approximate round trip times in milli-seconds:
Minimum = 14ms, Maximum = 14ms, Average = 14ms

Cable Signal Details
Forward Path:
Channel Frequency Power SNR BER Modulation
1 669.0 MHz 12.6 dBmV 39.8 dB 0.000 % 256 QAM
2 675.0 MHz 13.6 dBmV 39.8 dB 0.000 % 256 QAM
3 681.0 MHz 13.9 dBmV 39.8 dB 0.000 % 256 QAM
4 687.0 MHz 14.0 dBmV 39.8 dB 0.000 % 256 QAM
5 693.0 MHz 14.0 dBmV 39.5 dB 0.000 % 256 QAM
6 699.0 MHz 14.3 dBmV 39.7 dB 0.000 % 256 QAM
7 705.0 MHz 14.2 dBmV 39.7 dB 0.000 % 256 QAM
8 711.0 MHz 14.4 dBmV 39.8 dB 0.000 % 256 QAM
Return Path:
Channel ID Frequency Power Modulation
7 23.7 MHz 37.8 dBmV 64 QAM
5 38.6 MHz 36.3 dBmV 64 QAM
6 30.6 MHz 35.8 dBmV 64 QAM
0 0.0 MHz 0.0 dBmV QPSK
mk_416

mk_416

Anon

Posted from my phone, seems to have cut off half of the original post.

-----

Tracing route to google.ca [173.194.43.87]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms DD-WRT [192.168.1.1]
2 22 ms 8 ms 8 ms 10.105.24.1
3 14 ms * 15 ms 209.148.244.65
4 14 ms * 9 ms 69.63.249.229
5 * 9 ms * 72.14.198.214
6 10 ms 66 ms 59 ms 216.239.47.114
7 * * * Request timed out.
8 9 ms 10 ms 29 ms yyz08s09-in-f23.1e100.net [173.194.43.87]

Trace complete.

-----

Tracing route to start.ca [204.101.248.50]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms DD-WRT [192.168.1.1]
2 * * 8 ms 10.105.24.1
3 24 ms * * 209.148.244.65
4 28 ms * * 69.63.249.229
5 * * * Request timed out.
6 * 30 ms * ws01-010.start.ca [204.101.248.50]
7 29 ms 14 ms * ws01-010.start.ca [204.101.248.50]
8 * 23 ms 14 ms ws01-010.start.ca [204.101.248.50]

Trace complete.

-----

Pinging google.ca [173.194.43.95] with 32 bytes of data:
Reply from 173.194.43.95: bytes=32 time=25ms TTL=57
Reply from 173.194.43.95: bytes=32 time=9ms TTL=57
Request timed out.
Reply from 173.194.43.95: bytes=32 time=9ms TTL=57

Ping statistics for 173.194.43.95:
Packets: Sent = 4, Received = 3, Lost = 1 (25% loss),
Approximate round trip times in milli-seconds:
Minimum = 9ms, Maximum = 25ms, Average = 14ms

-----

Pinging start.ca [204.101.248.50] with 32 bytes of data:
Reply from 204.101.248.50: bytes=32 time=14ms TTL=59
Request timed out.
Reply from 204.101.248.50: bytes=32 time=14ms TTL=59
Request timed out.

Ping statistics for 204.101.248.50:
Packets: Sent = 4, Received = 2, Lost = 2 (50% loss),
Approximate round trip times in milli-seconds:
Minimum = 14ms, Maximum = 14ms, Average = 14ms

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

rocca to mk_416

Premium Member

to mk_416
Give us a call in the morning and we'd be happy to take a look. Thanks.

mk_416
@start.ca

mk_416

Anon

Thanks rocca.

I called and a ticket to investigate/send tech was put into system.

I restarted my modem after posting the stats last night and the signal strengths dropped down a bit, but still too high according to Dan. They were jumping up and down while I was on the phone with him as well.
mk_416

mk_416 to rocca

Anon

to rocca
Hi Rocca, I just got an automated call from Rogers reminding of my tech visit for tomorrow which is fine. I reported it as an intermittent issue, can clearly see the signal power issue is ongoing and I believe that is what is on the ticket, yet the automated call gives me the option of cancelling the tech visit by pressing 0, if my internet is currently working. A less savvy user would think everything is fine, my internet works again and cancel the call leading to more calls/tickets/hassles.

If I can't request a service call directly from Rogers how are they allowed to communicate this option to me directly without any follow up from Start? Does this not just cause more hassle for your team?

TypeS
join:2012-12-17
London, ON

TypeS

Member

You should give Start a call right now and confirm that appointment is right or one has been been confirmed yet with them.

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

rocca to mk_416

Premium Member

to mk_416
Usually they don't do the automated call, it's frustrating when they do though. We'll be the one that makes the follow-up call with you to make sure things are working well again. Thanks!

mk_416
@start.ca

mk_416

Anon

The tech showed up, didn't check a single part of the connection outside of my unit, that being the main external connection box on the ground floor. He flat out refused to look at it when I asked him to and advised that it was the issue the previous time they came out.

He claimed that it was not located there but else where and that he knew this because he already looked. I pointed outside of my window to where the coax is run down to the connection box and he again told me that was not it. He then started telling me that the splitters Rogers themselves installed for my TV and the cable they fished through the apartment when I was a rogers customer were the issue and tried to take them off, was told not to touch them as his coworkers were the ones who installed it. I advised him that those cables/splitters have not been touched in 10 years and that this issue only popped up about 5 days ago and he gave up on that.

He then claimed that since he could ping 10.x.x.x that there was no issue. Signal levels that tech support at Start told me were out of range he said were fine. I just filed another ticket because once he left, for the first time ever I had BER displaying above 0.0%.

When I advised him that it was reported as an ongoing, intermitent issue he said that he "doesn't care what TekSavvy has to say" and to call them to fix it.

I called in again and Juan was very helpful and understanding of the issue, I sent in some updated logs/pings etc.

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

rocca

Premium Member

Ugh, sorry about your experience with that installer. If you got his name let Juan know. Thanks.

Teddy Boom
k kudos Received
Premium Member
join:2007-01-29
Toronto, ON

Teddy Boom to mk_416

Premium Member

to mk_416
said by mk_416 :

Cable Signal Details
Forward Path:
Channel Frequency Power SNR BER Modulation
1 669.0 MHz 12.6 dBmV 39.8 dB 0.000 % 256 QAM
2 675.0 MHz 13.6 dBmV 39.8 dB 0.000 % 256 QAM
3 681.0 MHz 13.9 dBmV 39.8 dB 0.000 % 256 QAM
4 687.0 MHz 14.0 dBmV 39.8 dB 0.000 % 256 QAM
5 693.0 MHz 14.0 dBmV 39.5 dB 0.000 % 256 QAM
6 699.0 MHz 14.3 dBmV 39.7 dB 0.000 % 256 QAM
7 705.0 MHz 14.2 dBmV 39.7 dB 0.000 % 256 QAM
8 711.0 MHz 14.4 dBmV 39.8 dB 0.000 % 256 QAM
Return Path:
Channel ID Frequency Power Modulation
7 23.7 MHz 37.8 dBmV 64 QAM
5 38.6 MHz 36.3 dBmV 64 QAM
6 30.6 MHz 35.8 dBmV 64 QAM
0 0.0 MHz 0.0 dBmV QPSK

I guess technically the downstream power is out of spec high, but I really don't think those numbers are the cause of your issue. You could put a slitter, even a 4-1 splitter, and that would bring them right into spec.

Obviously more than 0.1% dropped packets or a BER above zero are both fairly big problems.

Try logging your power levels with this:
»[Cable] DCM476 Logger - Track Your Cable Modem Signal Levels, Et

Most likely it is something wrong on your block, or your node, and a higher level of maintenance team at Rogers will have to fix it. So ya, keep putting in tickets, soon Rogers will get to it, but you might be in for more abuse from another in home technician first

mk_416
@start.ca

mk_416

Anon

Thanks, running it now.
mk_416

mk_416 to rocca

Anon

to rocca
No need for you to apologize for the tech, and I didn't catch his name.

The connection is currently dropping to the point where this is my 3rd attempt to post this.

I sent the following to Juan, and am really getting curious now as to what is up, as the power levels are way off from what they were when I initially posted/called support.

Tracing route to start.ca [204.101.248.50]
over a maximum of 30 hops:

1 7 ms 7 ms 7 ms 10.105.24.1
2 31 ms * 26 ms 209.148.244.65
3 11 ms 11 ms 11 ms 69.63.249.229
4 35 ms 16 ms * core1-london1-ge1-1801.net.start.ca [64.140.112.
85]
5 14 ms 15 ms * ws01-010.start.ca [204.101.248.50]
6 14 ms * * ws01-010.start.ca [204.101.248.50]
7 * 16 ms 15 ms ws01-010.start.ca [204.101.248.50]

Trace complete.

----------

Pinging start.ca [204.101.248.50] with 32 bytes of data:
Reply from 204.101.248.50: bytes=32 time=34ms TTL=60
Reply from 204.101.248.50: bytes=32 time=16ms TTL=60
Reply from 204.101.248.50: bytes=32 time=19ms TTL=60
Reply from 204.101.248.50: bytes=32 time=23ms TTL=60
Reply from 204.101.248.50: bytes=32 time=16ms TTL=60
Reply from 204.101.248.50: bytes=32 time=16ms TTL=60
Request timed out.
Reply from 204.101.248.50: bytes=32 time=28ms TTL=60
Reply from 204.101.248.50: bytes=32 time=16ms TTL=60
Reply from 204.101.248.50: bytes=32 time=16ms TTL=60
Reply from 204.101.248.50: bytes=32 time=15ms TTL=60
Reply from 204.101.248.50: bytes=32 time=34ms TTL=60
Request timed out.
Reply from 204.101.248.50: bytes=32 time=48ms TTL=60
Reply from 204.101.248.50: bytes=32 time=15ms TTL=60
Reply from 204.101.248.50: bytes=32 time=16ms TTL=60
Reply from 204.101.248.50: bytes=32 time=16ms TTL=60
Request timed out.
Reply from 204.101.248.50: bytes=32 time=31ms TTL=60
Reply from 204.101.248.50: bytes=32 time=16ms TTL=60
Reply from 204.101.248.50: bytes=32 time=16ms TTL=60
Request timed out.
Reply from 204.101.248.50: bytes=32 time=28ms TTL=60
Reply from 204.101.248.50: bytes=32 time=15ms TTL=60
Reply from 204.101.248.50: bytes=32 time=14ms TTL=60
Reply from 204.101.248.50: bytes=32 time=17ms TTL=60
Reply from 204.101.248.50: bytes=32 time=15ms TTL=60
Reply from 204.101.248.50: bytes=32 time=15ms TTL=60
Reply from 204.101.248.50: bytes=32 time=15ms TTL=60
Reply from 204.101.248.50: bytes=32 time=27ms TTL=60
Reply from 204.101.248.50: bytes=32 time=16ms TTL=60
Reply from 204.101.248.50: bytes=32 time=33ms TTL=60
Reply from 204.101.248.50: bytes=32 time=15ms TTL=60
Reply from 204.101.248.50: bytes=32 time=16ms TTL=60
Reply from 204.101.248.50: bytes=32 time=14ms TTL=60
Reply from 204.101.248.50: bytes=32 time=15ms TTL=60
Reply from 204.101.248.50: bytes=32 time=16ms TTL=60
Reply from 204.101.248.50: bytes=32 time=15ms TTL=60
Reply from 204.101.248.50: bytes=32 time=14ms TTL=60
Reply from 204.101.248.50: bytes=32 time=15ms TTL=60
Reply from 204.101.248.50: bytes=32 time=15ms TTL=60
Request timed out.
Reply from 204.101.248.50: bytes=32 time=30ms TTL=60
Reply from 204.101.248.50: bytes=32 time=16ms TTL=60
Reply from 204.101.248.50: bytes=32 time=16ms TTL=60
Reply from 204.101.248.50: bytes=32 time=16ms TTL=60
Reply from 204.101.248.50: bytes=32 time=15ms TTL=60
Reply from 204.101.248.50: bytes=32 time=16ms TTL=60
Reply from 204.101.248.50: bytes=32 time=18ms TTL=60
Request timed out.

Ping statistics for 204.101.248.50:
Packets: Sent = 50, Received = 44, Lost = 6 (12% loss),
Approximate round trip times in milli-seconds:
Minimum = 14ms, Maximum = 48ms, Average = 19ms

-------

Cable Signal Details

Forward Path:
Channel Frequency Power SNR BER Modulation
1 633.0 MHz 8.8 dBmV 40.2 dB 0.000 % 256 QAM
2 615.0 MHz 7.2 dBmV 39.3 dB 0.000 % 256 QAM
3 621.0 MHz 8.1 dBmV 39.9 dB 0.000 % 256 QAM
4 639.0 MHz 8.4 dBmV 39.9 dB 0.000 % 256 QAM
5 645.0 MHz 8.3 dBmV 39.8 dB 0.000 % 256 QAM
6 651.0 MHz 8.1 dBmV 39.9 dB 0.000 % 256 QAM
7 657.0 MHz 8.7 dBmV 39.9 dB 0.000 % 256 QAM
8 663.0 MHz 8.8 dBmV 39.8 dB 0.000 % 256 QAM

Return Path:
Channel ID Frequency Power Modulation
6 30.6 MHz 40.5 dBmV 64 QAM
5 38.6 MHz 40.5 dBmV 64 QAM
7 23.7 MHz 42.3 dBmV 64 QAM
0 0.0 MHz 0.0 dBmV QPSK

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

rocca

Premium Member

The signals do look good, but obviously packet loss up the line. I see Juan has your ticket and we're waiting for confirmation of another dispatch. It's quite possible that it's on the node though but we'll work through it. Thanks for your patience.

mk_416
@start.ca

mk_416

Anon

Just sent in one more update as the connection dropped down to a crawl again for about 30 minutes.

I am not noticing any substantial signal power changes when it happens, and I have 0%-2%(rare) packet loss when the connection is up and running normally.

(full ping/trace/stats readout sent in email)
Ping statistics for 204.101.248.50:
Packets: Sent = 50, Received = 39, Lost = 11 (22% loss),
Approximate round trip times in milli-seconds:
Minimum = 14ms, Maximum = 50ms, Average = 18ms