ablatt
join:2001-08-03
Toronto, ON
2 edits | [ Extreme] Trying to hang in there, but can't do it any more
My Extreme 10mbps service reached new lows of non-Extremeness tonight. This has been ongoing for a few months, where I'm fine during the day and have slowdowns at night.
I've talked to various people including techs, managers and the office of the president but so far no luck.
Seems obvious to me that it's congestion if it only happens at night but the tech tonight swore the network wasn't congested.
Sent off the speedtest and some tracerts and ipconfig to Rogers support but doubt I'll get anywhere.
Time to quit I guess although it's not what I want to do. |
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DJ Paolo
Mr. Wireless
join:2004-05-29
Canada
| check your line stats, log in to your modem/router and check your snr, upstream and downstream signals, see if your getting a weak connection that could be a possibility
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Happiness is like peeing your pants... Everyone can see it, but only you can feel its Warmth!! |
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ablatt
join:2001-08-03
Toronto, ON | All those things have been checked.
And remember, it's fine all day, only slows down at night. |
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habskilla
join:2005-09-19
Moncton, NB
 ·Acanac
 ·Vonage
| reply to ablatt
I think Rogers has backed you into a corner, which you've figured out already.
Either live with it or move to something else. But if you stay with Rogers, remember, the squeaky wheel gets fixed first. Continue to complain to Rogers on a regular basis.
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If Hamilton gets a NHL team then Toronto is going to want one too... |
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ablatt
join:2001-08-03
Toronto, ON | They are good about fixing most things after complaining, but not congestion.
That becomes too costly for them, and as long as it falls within their allowed values, they won't do anything about it. |
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Tordek
join:2009-09-07 | reply to ablatt
Ingress or CPD. Call tech, get a inhouse tech out, they will refer to maint. Plus there are lots off levels your modem can't tell you.
I'd say you have a cranky node. |
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ablatt
join:2001-08-03
Toronto, ON | Two questions Tordek.
1. What is CPD?
2. Why do these slowdowns only happen at night? Doesn't that narrow it down to congestion? |
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sbrook
Premium,Mod
join:2001-12-14
H0H 0H0 | Common point distortion ... basically signal corruption from a failure of the cable or equipment somewhere between the node and you.
A common reason for network signal problems at night is temperature change. |
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Tordek
join:2009-09-07
| reply to ablatt
sbrook got it, but i know CPD as Common Path Distortion.. really same pile, different words.
And yes, as the cool night air comes in the signal levels fluctuate and bounce around. Sometimes the AGC (Automatic Gain Compensation) on the amps cannot keep up with the changes. Another reason is, if you live close to a transmitter (airport ILS, ICAT, UMTS, GSM, TDMA, CDMA, police etc) you can be picking up ingress onto the cable line from these transmitters when they go active.
A short while ago we had a issue where by the airport a buried cable was loading up and the noise floor was going to hell in a handbasket. It took a little bit of thinking, but the cable was buried about 50 feet from the CAT-III ILS transmitters, and when the ILS went active and locked onto a aircraft the noise would go nuts. Lots of causes that could be driving your issue. But i would suggest calling rogers for a premise tech, and have they check both your Upstream SNR as well as some of the other important values, (MER/BER, Voltage, overheads etc. ) |
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ablatt
join:2001-08-03
Toronto, ON
1 edit | A tech was here today and said the signal looked weird to him. I didn't understand exactly what he was talking about but he said on some reading he did that a normal signal should look like a line going up on a 45 degree slant (low, med. high) but mine looked the opposite of that.
He is passing it on to maintenance so I guess we'll see what they come up with. I do get tons of ingress on channels 5 and 9 but I've gotten that for a long time.
And in the meantime I'm still with Rogers (and Bell). Hoping they'll get it fixed and reluctant to quit and lose all my bundle discounts for the other products. |
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Tordek
join:2009-09-07
| reply to ablatt
Be prepared, you are now leaving the realm of sensible cable and are now entering the annoying zone.
By the 45 degree angle reference you are making it sounds like a tilt issue; Did the technician make any statement of any utterance to the phrase spectrum?
If the tech noticed a tilt issue that further looks to be the return path. attached is a picture of a NORMAL tilt... if was thrown out, then i can only imagine what the spectrum utwould be. Locally we only run spectrums because tilt often hide horrible issues that the spectrum shows.
Ablatt, if it's gone to maintenance it is sent to the right dept. it may take them a couple of days, but it will be resolved. Did you mention to the tech about the ingress occuring on the lower channels? |
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ablatt
join:2001-08-03
Toronto, ON | Don't remember him saying 'spectrum' but he said the graph looked the opposite of what it should look like.
I didn't mention the ingress but will show the next guys who come. |
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Tordek
join:2009-09-07
1 edit | reply to ablatt
When a field tech escalates to me, I typically get all of the info off of the field tech to save time by not having customer interaction. (No offense to anyone)
I require,
Node number
Tap number
Tap Value
Levels at the Tap
Drop Number
MER/BER
Volt/Feedback
DS
US
DS SNR
US SNR
Overheads
Tilt/Spectrum
Ingress as seen by a field tech (Half of them don't know how to properly understand it lol)
And Finally a Brief overview of the situation, how long its been occurring for, and what type of impacts are being seen (Slow speeds, latency from remote, SDV latency etc.)
The reason why i prefer it this way is i get all Factual numerical information, and not to heavily on a persons perception. For example, I get Macroblocking a.k.a tiling a.k.a microblocking from time to time on my own tv's, it don't bother me, but someone might see the issue once and over react. Now, When the issues have been cleared on my side i will PERSONALLY go the customers home and confirm for myself. If i still see anything amiss, i will re-enter the divide and conquer mode that's needed for Maintenance work.
Average turnaround time for me, is 3-5 business days. First i check your node to see if the issue is being experienced node wide even if it is jumping right out as "THIS IS THE PROBLEM" Node health will tell you a lot of things. Here, the next biggest issue is Amps being thrown out by the weather. If your SNR's or the node SNR's indicate a issue then the noise hunt begins, usually at the first active. Included in this is physically checking the node to make sure it is seeing a good 'light' and to make sure the headend is seeing the same thing. Lastly if that does not resolve it, then here again the culprit is typically ingress, or leakage occurring somewhere across your line.
Your maintenance tech, if they determine the issue to be your drop MAY or MAY NOT run your drop for you. I always will, but it depends on a lot of situations (if your buried, how long it is etc)
In this long post, i wish to say best of luck with it, and now that it is in the hands of maintenance, patience will be required. |
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