CHS
join:2009-11-14
Burlington, ON |
CHS
Member
2011-Feb-2 12:35 pm
[Burloak] DOCSIS 3.0 Problems, Possibly Continued...So my internet (Ultimate 30) has been acting up since the last weekend of January: slow, and completely drops occasionally.
This is especially true during large data transfers (Skype, downloads, etc.) If I try to video chat or audio chat on msn or skype, it will end up dropping out completely. It seems to be bearing the same symptoms a lot of the Arris/Cisco DOCSIS 3 guys (including myself) were having a month or two ago. The cable modem (Arris) would reboot on its own sometimes continuously.
The thing is, whatever patch they did a month or two ago worked up until now. Now it seems worse than it ever has.
I called into tech support and they said my line had some "fluctuations". So a tech came out yesterday and did a hard reset. He also monitored the signal and said it was bang on within normal thresholds. He believes my problems may be related to the equipment in my building needing upgrades for DOCSIS 3.0.
Is there someone here from Cogeco willing to let me IM them my CMAC so that I can verify if my building needs/is scheduled for an upgrade? |
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 slade78
join:2007-06-16
Burlington, ON |
What type of big file transfers? FTP, Bittorrent?....
I don't use skype so I can't try that.. |
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CHS
join:2009-11-14
Burlington, ON |
CHS
Member
2011-Feb-2 4:52 pm
Bittorrent, SFTP, MSN video chat, Skype video chat |
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| CHS |
CHS
Member
2011-Feb-5 1:12 am
Acting up throughout the building now for at least us DOCSIS 3 guys.
Can one of the NOC guys or network techs please contact me.. I'm not the only one in the building experiencing this and getting the front line CSR's to find out when or if we can get some techs to investigate and/or upgrade our building equipment is like asking them to rebuild a Camaro.
I work in a NOC myself and if yours is even remotely similar to mine it would save me a lot of time and hassle to just get a straight answer from one of you than through 1-3 levels of customer service.
Sorry, no offense to anyone intended, and I'm still going to continue calling tech support in case that avenue pays off. It didn't the first two times. |
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 FarchordLost somewhere.
join:2004-08-28
Shawinigan, QC |
to CHS
said by CHS:So my internet (Ultimate 30) has been acting up since the last weekend of January: slow, and completely drops occasionally.
This is especially true during large data transfers (Skype, downloads, etc.) If I try to video chat or audio chat on msn or skype, it will end up dropping out completely. It seems to be bearing the same symptoms a lot of the Arris/Cisco DOCSIS 3 guys (including myself) were having a month or two ago. The cable modem (Arris) would reboot on its own sometimes continuously.
The thing is, whatever patch they did a month or two ago worked up until now. Now it seems worse than it ever has.
I called into tech support and they said my line had some "fluctuations". So a tech came out yesterday and did a hard reset. He also monitored the signal and said it was bang on within normal thresholds. He believes my problems may be related to the equipment in my building needing upgrades for DOCSIS 3.0.
Is there someone here from Cogeco willing to let me IM them my CMAC so that I can verify if my building needs/is scheduled for an upgrade?
Cogeco has reps on these forums that can help you that have more.... power than your average phone tech. Unfortunately, even if they answer during the weekend, they can't do much until they come back to the office on monday. You should have an answer by then hopefully  |
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exseven8
Premium Member
join:2003-05-23
L8E0G6 |
exseven8
Premium Member
2011-Feb-5 8:41 am
I already PMed him. |
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to CHS
Cogeco has confirmed with me that they're having congestion issues with their DOCSIS 3 network (I'm in Oakville, same problems... peak time slowdowns)
Hopefully if you get anywhere with them you'll post here.
thanks!
'Fish |
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| Blackfish1 |
to CHS
said by CHS:So my internet (Ultimate 30) has been acting up since the last weekend of January: slow, and completely drops occasionally.
I called into tech support and they said my line had some "fluctuations". So a tech came out yesterday and did a hard reset. He also monitored the signal and said it was bang on within normal thresholds. He believes my problems may be related to the equipment in my building needing upgrades for DOCSIS 3.0.
Is there someone here from Cogeco willing to let me IM them my CMAC so that I can verify if my building needs/is scheduled for an upgrade?
Oh, and I'm in a single home on a residential street. It's not a local equipment issue I don't think. |
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 drewis
Premium Member
join:2006-09-04
Hamilton, ON |
drewis
Premium Member
2011-Feb-11 8:36 pm
hah first sign of congestion, im ghost off cogeco.
sorry to all who are feeling this. |
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said by drewis:hah first sign of congestion, im ghost off cogeco.
sorry to all who are feeling this.
And go where? That's the problem. Unless you move to another town, ie Rogers country, you're stuck with Cogeco or DSL until we get something else (WiMax or other 4G?) |
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 Last ParadeVaccines Work
join:2002-10-07
Port Colborne, ON |
said by Blackfish1:said by drewis:hah first sign of congestion, im ghost off cogeco.
sorry to all who are feeling this.
And go where? That's the problem. Unless you move to another town, ie Rogers country, you're stuck with Cogeco or DSL until we get something else (WiMax or other 4G?) right, he can get DSL. you nailed it. |
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drewis
Premium Member
join:2006-09-04
Hamilton, ON |
drewis
Premium Member
2011-Feb-13 3:38 pm
yep DSL. I was with Cogeco from literally, day 1 in Hamilton.
Congestion issues at the node took a year to alliviate.
Not again, now with UBB quashed ill be happy to go back |
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CHS
join:2009-11-14
Burlington, ON |
to Blackfish1
I called into tech support again, they said my signals were fine, and asked me to re-test directly connected to the modem.
I re-tested directly connected to the modem (two computers), and it happened during transfers again. Right after I lost connectivity I called in again, (well it restored just when I called in). He then saw signals were out of whack (I don't know in which way).
So now, I'm waiting for my second service call. This time, I'm going to initiate a data transfer while the tech is here in order to replicate the problem. That's happening Wednesday. |
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 dillyhammerSTART me up
Premium Member
join:2010-01-09
Scarborough, ON |
to drewis
said by drewis:Not again, now with UBB quashed ill be happy to go back
UBB is far from quashed my friend. This is exactly the motive behind the 60 day suspension, to get people to simmer down and think they've won when nothing could be further from the truth. We (the people) won a very small battle. The war is raging on and, insome ways, just getting heated up. Mark my words, this is not over by a long shot. Mike |
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 Dux
@cgocable.net |
Dux
Anon
2011-Feb-16 1:04 pm
CHS I'm having issues in Kingston. Apparently they ran an "Update" last night, now my service is destroyed. Terrible speeds, terrible latency, where as the speed was fine before.. it would just drop as you described occasionally. Second service call for me Friday (at this address, about 7 across addresses and months of free service total) |
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CHS
join:2009-11-14
Burlington, ON |
CHS
Member
2011-Feb-23 11:15 pm
UPDATE
So I had the second field tech come out. I replicated the problem by doing a large data transfer in which I was uploading at the same time (so video conferencing in Skype), directly connected to modem. If I wasn't sending audio or video the videoconference lasted longer, but as soon as I started sending any A/V or other data, even if I surfed the web in the background, then DROP.
He was on line with tech support as I performed this operation, and they saw latency. And when I told him my brother in same building is having same problems (we're both DOCSIS 3), he concurred with the first tech that came out: he thinks it's something in the equipment outside the building or the node equipment, or something else upstream.
So bottom line: According to both field tech visits, my signals are perfect. When tech support is monitoring, and I replicate problem, they DO see problems, but not with the modem itself.
However, tech supported resisted, maybe in order to follow policy, and told him to replace my modem first. Problem still exists. According to tech support, there need to be a total of 3 (THREE) tech calls out here before they'll file a ticket with network indicating there might be a problem with the area. Even with my field tech pleading with them....
We all know Cogeco has been plagued with problems with the DOCSIS 3 rollout... I'm almost done building my case for at minimum one month's credit. Now my brother is having a tech come out tomorrow, so we'll see if I can count that as the "third callout" in order to get the ball rolling on the team investigating upstream/network problems. |
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| CHS |
CHS
Member
2011-Feb-27 1:10 am
UPDATE
So they apparently finally launched an investigation into the building! They're coming out next week to investigate.
We'll see if this is related to the more widespread DOCSIS 3 issues or not, hopefully soon. |
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| CHS |
CHS
Member
2011-Mar-6 1:14 am
So far same ol' crap. I guess they won't be getting my money this month.... |
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Slotducks
Anon
2011-Mar-11 7:57 pm
My house has been having these problems lately. First they cited Node 15 congestion issues, then they apparently "split the node". More problems came up.
Often times the main cable box for internet and phone would go into a "sleepy" state (2nd tech guy called it that) and had nothing to do with our connection what soever.
Talked to a manager after a CSRep wanted to send ANOTHER tech guy out to our house and that Manager said that he hadn't nor ever heard of any problems in the node 15 (Burloak area) regarding service droppages. Even though the second tech guy who came out to my house said that he did 5 stops at node 15 houses for the same thing.
The hell is going on with Cogeco? Why are you so inept? |
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to CHS
Have you had this issue resolved yet?
I am in the same area and experiencing the same thing, yet get the same answer from the Cogeco reps everytime I call.
I think its time to switch internet companies. |
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CHS
join:2009-11-14
Burlington, ON |
CHS
Member
2011-Mar-21 6:33 am
Nope. Not resolved yet. I'm going to call them on Wednesday when I get a chance to and see what's up.
I did get a month's credit for next month's bill though. I suggest you try the same. I will continue seeking credits until this matter is resolved. This is ridiculous. You'd almost think they were some fly-by-nighter. |
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I have been having the same problems in my area (Burloak & Uppermiddle). Was on Ultimate 30 and had tech support come out no less than four times! This has been on going for about a month. Same issues as reported here, internet dropouts, as well as very bad voice quality on my voip system (voip.ms). Was aggravated whenever I maxed out the upload, that's when it would crap out. In fact when making calls, I could hear the other party just fine, but my voice was cutting in and out on their end which would indicate an upload problem.
All the tech guys said it was the docsis 3 that was causing the issue and suggested I downgrade to the standard package which runs on docsis 2. Didn't make any difference!! I kept the same modem I was using with the Ultimate 30 package, but when the forth tech came out he swapped it for the modem they use on the standard internet package, and it seems to have fixed it for now.
What's really annoying is because I switched from the ultimate 30 part way through the month and I was at about 100GB for my usage at that time, they now say I'm 40GB over my limit for the month because I'm now on the standard package!! Gotta try rattling some cages.... |
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CHS
join:2009-11-14
Burlington, ON |
CHS
Member
2011-Apr-6 9:05 pm
I'm thinking of downgradin too, unfortunately. I'm still having problems. Internet is completely down right now. Luckily I have a work phone with unlimited data so I tethered it for tonight.
They're telling me they're gonna send another tech out to replace my modem... I'm sick of these DOCSIS 3 problems! I am going to have a meeting with one of the CSR supervisors next week.
There must be a certain threshold of non-performance where it becomes considered a non-service and we can pursue action against them offering it as a paid service. I'd prefer they fix it rather than get rid of it, but it's going to take heavy action for them to pay attention. |
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UPDATE:
Since they swapped out the docsis3 modem to the docsis2 and using the standard internet package, all has been fine. So it seems the combination of the docsis3 modem and being on the ultimate 30 package was causing the problems for me. |
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I had issues very similar to the ones in this thread on Docsis 3 (Ult30) and I got very lucky and got a good tech who was able to contact a good guy at the network ops center. It turned out to be something to do with having multiple upstream channels enabled on the node and it was doing more harm than good (internet cutouts ranging from 2 sec - 1 min during heavy usage).
I'm not sure if this could be related to what you guys are having, but maybe mentioning it to a tech (or maybe one of the wonderful cogeco guys and gals on the forums) could help you out. |
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 andrewkm
Premium Member
join:2011-04-04
Georgetown, ON |
to CHS
Im also on docsis3 and ultimate 50 package and the connection problem today ARE JUST REDICULOUS!!!!! |
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