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TSI Outages
TSI Support
Premium
join:2009-09-28
Chatham, ON

4 edits

[OUTAGES] 11/13/2012 12H30

We currently have a master ticket opened in Ottawa, ON for RF/signal issues.

Previous DHCP issue in Ottawa is reported as cleared, please perform a 5 minute power cycle on your equipment if still having issues and post in the direct forum (»TekSavvy Direct) if there is still an issue for you

We have also been experiencing a provisioning issue in Ottawa. For this issue we do not have a master ticket opened and need to treat each case individually so if you believe you are affected please post your account information in the direct forum here: »TekSavvy Direct and we will look into this with you. (The most common symptoms for this issue are a Rogers page when you try to access the internet, a 10.x.x.x IP address, and possibly a blinking online light on your modem)

Thank you,
Keith

mikeman

join:2012-11-12

Re: [OUTAGES] 11/12/2012 14H25

Any estimate on when this will get fixed?


TSILiz
Premium
join:2012-08-20
kudos:6
reply to TSI Outages
No ETA at the moment. Will provide an update as soon as we have one.

BrianON

join:2011-09-30
Ottawa, ON
Was out since early Monday morning in Ottawa (on Richmond POI, I am located by Baseline/Woodroofe), first DHCP lease failure then something else for a while. Now back on.


TSI Keith
Premium
join:2012-07-09
kudos:7
reply to TSI Outages

Re: [OUTAGES] 11/12/2012 16H30

Issue in London appears to be resolved. If you are still having issues after a power cycle please post in the direct forum: »TekSavvy Direct

Thank you,
Keith
--
TSI Keith (E-Services) - TekSavvy Solutions Inc.
Authorized TSI employee ( »TekSavvy FAQ »Official support in the forum )


TSI Keith
Premium
join:2012-07-09
kudos:7
Bumping due to additional issues in Ottawa

leeanne172

join:2003-01-28
Toronto Ont
reply to TSI Outages

Re: [OUTAGES] 11/12/2012 18H05

It's down in downtown Toronto, at least for us, both net and tv are out .. anyone else having problems?

leeanne172

join:2003-01-28
Toronto Ont
reply to TSI Outages
Finally a recording from Rogers saying there it's a major cable and internet outage, didn't say where exactly but must be wide spread .. Toronto for sure.

amd7674

join:2007-02-19
Nepean, ON
reply to TSI Keith

Re: [OUTAGES] 11/12/2012 16H30

said by TSI Keith:

Bumping due to additional issues in Ottawa

My in-laws have been down since last Tuesday 6am :-( I have opened the ticket, spent hours on the phone, still no resolution. There was rogers technician who basically checked the lines and told my in-laws to try in 30 minutes Now they have another several days for another rogers visit... I took their modem to my location and it worked right away. I tried my working modem at their location and it doesn't work just like theirs... Sync issues... dhcp issues... if I'm not mistaken...
I'm on Fallowfield POI, they are on St.Laurent POI... so it looks like it could be POI issue??? can't you fix this remotely? are they affected by "additional issues" you are talking about

We are both using motorola 5120 modems....

this is very frustrating... it has been almost 7 days for them without internet, and now they have to wait another few days for another rogers visit


TSI Keith
Premium
join:2012-07-09
kudos:7
We have been having ongoing issues in Ottawa yes. However, until today they have not been RF/Signal related. They had a tech out due to poor signal and after the tech left the signal was still out of spec therefore I do not think their issue is related to these.

Out of curiosity, did you check the signal levels again when the modem was working at your place?

Now I left at office at 7pm this evening (just before your last reply in the direct forum) so unfortunately I do not have access to open your ticket now, but I have reached out to a colleague who is making sure that your ticket is pushed tonight so that the dates we discussed will still be valid (I believe he is working your ticket as I type).
--
TSI Keith (E-Services) - TekSavvy Solutions Inc.
Authorized TSI employee ( »TekSavvy FAQ »Official support in the forum )

amd7674

join:2007-02-19
Nepean, ON
said by TSI Keith:

We have been having ongoing issues in Ottawa yes. However, until today they have not been RF/Signal related. They had a tech out due to poor signal and after the tech left the signal was still out of spec therefore I do not think their issue is related to these.

Out of curiosity, did you check the signal levels again when the modem was working at your place?

Now I left at office at 7pm this evening (just before your last reply in the direct forum) so unfortunately I do not have access to open your ticket now, but I have reached out to a colleague who is making sure that your ticket is pushed tonight so that the dates we discussed will still be valid (I believe he is working your ticket as I type).

The signal levels on their modem at my place were very good...


TSILiz
Premium
join:2012-08-20
kudos:6
reply to TSI Outages

Re: [OUTAGES] 11/12/2012 21H30

amd7674: I see that a ticket has been opened and we are just waiting for Rogers to respond.

I have also received word that the DHCP issue in Ottawa has been resolved. Please try and power cycle your modem and test your connection.

amd7674

join:2007-02-19
Nepean, ON
Elizabeth,

I will return their modem which I was testing at my house last night. It worked fine on Fallowfiled POI yesterday (solid signal levels). I will post results around 1pm or so. Please PM me or post to already created thread in direct forum, if you need any info, mac address.... etc. I just do not want another Rogers tech visit who will leave their house with "yes the signal is good", "try again your modem in few hours"... as they did last time.

Thanks,
Martin


TSILiz
Premium
join:2012-08-20
kudos:6
reply to TSI Outages
Hi There,

We will definitely do our best to ensure we don't get the same answer and get the issue resolved. I will review the results when you post them in the direct forum, if I see any other info that is needed I will get into contact with you!

Liz


TSI Outages
TSI Support
Premium
join:2009-09-28
Chatham, ON
reply to TSI Outages

Re: [OUTAGES] 11/13/2012 12H30

Bumping due to update

amd7674

join:2007-02-19
Nepean, ON
reply to TSI Outages
still no go as of 12:30pm today (downtown Ottawa – St.Laurent POI) ... I just put the modem back at my parent's in law place. I did reset which didn't help. it seems 8db Attenuator installed by Rogers tech it is doing its job, as I was able to get better power up readings.
They are using 5120 modem on 18mb service.

WITH 8db Attenuator
the signal to noise ration is 34db
down stream power is +6dBmv
up stream power is +45dBmv

WITHOUT 8db Attenuator
the signal to noise ration is 34db
down stream power is +13dBmv
up stream power is +37dBmv (moving target 0 to 13 to 23 to 37)

Since the modem is trying to sync up and it is looping the up stream power is moving target.

I looked into modem logs and there are always 3 messages:

1) critical
SYNC Timing synchronization failure - failed to receive MAC SYNC frame with

2) warning
DHCP Warning - Non Critical field invalid in response

3) critical
No Ranging Response received T3 time-out

It is not provisioning issues, because their modem works at my home (Fallowfield POI) vs theirs St.Laurent POI.

Since the signal looks ok, is this DHCP issue ? Its been over 7 days without internet…. What is going on????
Can Rogers try to fix this remotely from their end, do you think sending another Rogers technician will help????


TSI Keith
Premium
join:2012-07-09
kudos:7
Hello,

Yes, there is definitely an improvement in the signal there. The SNR could be a bit higher, but it is still within spec. Can you confirm (on your thread in the direct forum) the IP address they are receiving when connected directly to the modem?
--
TSI Keith (E-Services) - TekSavvy Solutions Inc.
Authorized TSI employee ( »TekSavvy FAQ »Official support in the forum )

amd7674

join:2007-02-19
Nepean, ON
said by TSI Keith:

Hello,

Yes, there is definitely an improvement in the signal there. The SNR could be a bit higher, but it is still within spec. Can you confirm (on your thread in the direct forum) the IP address they are receiving when connected directly to the modem?

I wish you guys asked me for the info before I returned back from their place. I will get you the info around 6pm when everyone is back from work. I believe TSI tech asked me this yesterday when perfomring ipconfig. Maybe it is in the notes. I could be wrong, but from what I remember it was 192.168.101.1.


TSI Keith
Premium
join:2012-07-09
kudos:7
Hello again,

In the direct forum post you mentioned that with the splitter Rogers installed they had:
up stream power is 0db

And without it they had:
down stream power is 13dBmv

Notes on account do not show IP information but they do show:
After Splitter:
US 0
and on the next call:
Modem Tx Power: 33

Both calls also showed 13 for downstream without splitter.

The numbers that you posted here do look good, but all the information we had prior to your posts this afternoon show an issue still present with the signal with or without the splitter Rogers installed.

I asked about the IP information now because the signal levels you posted this afternoon are within spec and you inquired about DHCP. All previous info provided looked like the issue was signal related. The IP that you notated is provided by the modem (would be 192.168.100.x) which would be expected if the signal was not good and the modem was thus offline.

On a side note, this time it is okay because again it appears to be a modem IP and not your actual IP address, but in the future please only post IP info in the direct forum as this could be sensitive information the public should not have access to.

Do you recall if you had to manually set the IP address on the computer in order to access the modem and obtain those signal levels? If the computer was programmed with an IP for the modem and this was not switched back to obtain IP automatically that would also leave them unable to connect.

Thank you,
Keith
--
TSI Keith (E-Services) - TekSavvy Solutions Inc.
Authorized TSI employee ( »TekSavvy FAQ »Official support in the forum )

amd7674

join:2007-02-19
Nepean, ON
Keith,

Like I said in my posting in direct forum, the up power signal is a moving signal. It is not static becuase modem on its own is cycling trhough send/receive etc to sync/connect the modem. Therefore giving you an exact values for up power levels is very tricky. Yes I did talk about splitter that how my inlaws desribed the device Rogers technician installed. It is actually attenuator to weaken the signal.

I knew the IP I posted was modem related thus it was safe to post on public forum. I will get you info you are looking for once I get home. Will ipconfig be enough? THe power levels didn't change since I called you on Monday, so if TSI CR wrote the IP it should be the same.

I didn't have to set any IPs manually. I just typed 192.168.100.1 in the browser to access their modem.

There were no changes to their hardware configuration. Last week on Monday evening they had working interent, the next morning it didn't work and it still doesn't work. Also they've used yoru service for almost a year (I'm guessing) without need for any attenuators...

I just don't get how the service can work one day and it stopped working. The only thing that comes to my head is Rogers did something on their POI...

Thanks,
Martin

said by TSI Keith:

Hello again,

In the direct forum post you mentioned that with the splitter Rogers installed they had:
up stream power is 0db

And without it they had:
down stream power is 13dBmv

Notes on account do not show IP information but they do show:
After Splitter:
US 0
and on the next call:
Modem Tx Power: 33

Both calls also showed 13 for downstream without splitter.

The numbers that you posted here do look good, but all the information we had prior to your posts this afternoon show an issue still present with the signal with or without the splitter Rogers installed.

I asked about the IP information now because the signal levels you posted this afternoon are within spec and you inquired about DHCP. All previous info provided looked like the issue was signal related. The IP that you notated is provided by the modem (would be 192.168.100.x) which would be expected if the signal was not good and the modem was thus offline.

On a side note, this time it is okay because again it appears to be a modem IP and not your actual IP address, but in the future please only post IP info in the direct forum as this could be sensitive information the public should not have access to.

Do you recall if you had to manually set the IP address on the computer in order to access the modem and obtain those signal levels? If the computer was programmed with an IP for the modem and this was not switched back to obtain IP automatically that would also leave them unable to connect.

Thank you,
Keith