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Continuing performance issues while gaming - Hitron CGN3ACSMR

AnnaM
I Plan to Stick Around

Hello,

 

I've had continuining problems since about May of this year.

I switched to the ignite plan around that time, and was given the CGN3 router. I've since then switch the router several times to varying CGN3 routers (and I'm currently on the CGN3ACSMR model).

 

Because I've summerized my problems to rogers customer support on mutliple occassions, I've gotten quite good at narrowing down my concerns, which I'll do so in point form below. I should also point out, I've tried multiple computers, and laptops on this WIRED connection, and similar problems occur on all of them, which has ruled out hardware issues on my end. Here are the issues:

 

- I experience heavy swings in ping while gaming - some days it will be constant, based to this particular NY server, I'll get between 30-40. As of late, I'm fluctating between 40 and 60. Furthermore, I experience "rubberbanding", which is when my position, and that of others in the server, corrects itself as if it had lost, or missed information being sent about our positions.

 

- I experience packet loss - Doing pings to google.ca, I can see a loss at times between 5-10% packet loss. One tech on the phone agreed they were seeing up to 60% packetloss (I don't know how they checked this), but then the techs that show up all say everything is fine with my connection.

 

- I recieve frequent time outs when doing these pings to google.ca. Also the ping times to google vary between 19ms, to 160ms, with an average of 32ms.

 

Example of my pinging google.ca


Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\Slav>ping google.ca -n 20

Pinging google.ca [173.194.43.127] with 32 bytes of data:
Reply from 173.194.43.127: bytes=32 time=27ms TTL=56
Reply from 173.194.43.127: bytes=32 time=20ms TTL=56
Reply from 173.194.43.127: bytes=32 time=17ms TTL=56
Reply from 173.194.43.127: bytes=32 time=18ms TTL=56
Reply from 173.194.43.127: bytes=32 time=19ms TTL=56
Reply from 173.194.43.127: bytes=32 time=22ms TTL=56
Reply from 173.194.43.127: bytes=32 time=16ms TTL=56
Reply from 173.194.43.127: bytes=32 time=18ms TTL=56
Reply from 173.194.43.127: bytes=32 time=15ms TTL=56
Reply from 173.194.43.127: bytes=32 time=30ms TTL=56
Reply from 173.194.43.127: bytes=32 time=25ms TTL=56
Reply from 173.194.43.127: bytes=32 time=22ms TTL=56
Reply from 173.194.43.127: bytes=32 time=29ms TTL=56
Reply from 173.194.43.127: bytes=32 time=22ms TTL=56
Request timed out.
Reply from 173.194.43.127: bytes=32 time=15ms TTL=56
Reply from 173.194.43.127: bytes=32 time=44ms TTL=56
Reply from 173.194.43.127: bytes=32 time=26ms TTL=56
Reply from 173.194.43.127: bytes=32 time=23ms TTL=56
Reply from 173.194.43.127: bytes=32 time=23ms TTL=56

Ping statistics for 173.194.43.127:
    Packets: Sent = 20, Received = 19, Lost = 1 (5% loss),
Approximate round trip times in milli-seconds:
    Minimum = 15ms, Maximum = 44ms, Average = 22ms

- When I try to connect to a website, it does not immediately respond. Any website. Once it connects, the load times are fast.  The speedtest shows the speed is amazing.

 

- I get tons of errors on my DOCSIS event window tab, that no tech can explain to me. They occur everyday, multiple times a day. Here's the first ten I grabbed just now.

 

1 12/08/15 02:34:20 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=00:fc:8d:b0:a1:90;CMTS-MAC=00:1b:54:cb:5f:76;CM-QOS=1.1;CM-VER=3.0;
2 12/08/15 02:42:36 68010300 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=00:fc:8d:b0:a1:90;CMTS-MAC=00:1b:54:cb:5f:76;CM-QOS=1.1;CM-VER=3.0;
3 12/08/15 02:42:36 68010600 notice DHCP Renew - lease parameters tftp file-bac10500010600fc8db0a190 modified;CM-MAC=00:fc:8d:b0:a1:90;CMTS-MAC=00:1b:54:cb:5f:76;CM-QOS=1.1;CM-VER=3.0;
4 12/08/15 18:12:02 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=00:fc:8d:b0:a1:90;CMTS-MAC=00:1b:54:cb:5f:76;CM-QOS=1.1;CM-VER=3.0;
5 12/08/15 18:15:01 84000500 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=00:fc:8d:b0:a1:90;CMTS-MAC=00:1b:54:cb:5f:76;CM-QOS=1.1;CM-VER=3.0;
6 12/08/15 18:15:06 84020200 warning Lost MDD Timeout;CM-MAC=00:fc:8d:b0:a1:90;CMTS-MAC=00:1b:54:cb:5f:76;CM-QOS=1.1;CM-VER=3.0;
7 12/08/15 18:15:50 82000400 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:fc:8d:b0:a1:90;CMTS-MAC=00:1b:54:cb:5f:76;CM-QOS=1.1;CM-VER=3.0;
8 12/08/15 18:16:55 84000500 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=00:fc:8d:b0:a1:90;CMTS-MAC=00:1b:54:cb:5f:76;CM-QOS=1.1;CM-VER=3.0;
9 12/08/15 18:16:59 84020200 warning Lost MDD Timeout;CM-MAC=00:fc:8d:b0:a1:90;CMTS-MAC=00:1b:54:cb:5f:76;CM-QOS=1.1;CM-VER=3.0;
10 12/08/15 18:18:09 82000400 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:fc:8d:b0:a1:90;CMTS-MAC=00:1b:54:cb:5f:76;CM-QOS=1.1;CM-VER=3.0;

 

As of recently, I've contacted tech support several times. The first reset my modem to factory default, which I understand they must do. I knew it wouldn't help, it didn't, and the call got disconnected after they did it. Frustrated, I called back the next day, and that's when the next tech agreed with packet loss. They scheduled an appointment, for the day after. When that tech came, he couldn't find anything wrong. I showed him the logs, he didn't have a response. He put in a filter on my line that did nothing to remedy the problem.

 

Obviously, I'm reading alot of flak on the modem in these forums. I don't know if it's the modem, or it's the internet itself - I just know it's exceedingly frustrating, and I'm on the verge of exploring alternatives other than this service that's limited to what appears to be a faulty series of routers. It's been like this since off and on since May, and the monthly cost for it is too heavy to accept a "everything looks fine on our end" solution to my frustration, when I'm reading what appears to be a widespread issue of this sort for all types of gamers on here.

 

So please, tell me what I can do - or try to help me remedy this without having to leave rogers. It's been my interent provider for years, and I've been patient in hoping the issue would resolve itself, but trust me when I say, I've ruled out everything on my end - from switching entirely different computers, to switching lan drivers - it still happens.

 

What can I do now?

 

Below is my signal data, which I know i'll be asked for.

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 597000000 256QAM 1.300 2 38.983
2 591000000 256QAM 1.000 1 38.605
3 603000000 256QAM 1.200 3 38.983
4 609000000 256QAM 1.300 4 38.983
5 615000000 256QAM 1.000 5 38.605
6 621000000 256QAM 1.100 6 38.983
7 633000000 256QAM 1.100 7 38.605
8 639000000 256QAM 0.700 8 38.605
9 645000000 256QAM 0.900 9 38.983
10 651000000 256QAM 0.500 10 38.983
11 657000000 256QAM 0.900 11 38.605
12 663000000 256QAM 0.400 12 38.605
13 669000000 256QAM 0.700 133 38.605
14 675000000 256QAM 0.100 134 37.636
15 681000000 256QAM 0.500 135 38.605
16 687000000 256QAM 0.300 136 38.605
17 693000000 256QAM 0.300 137 38.605
18 699000000 256QAM -0.200 138 37.636
19 705000000 256QAM 0.100 139 38.605
20 711000000 256QAM 0.100 140 37.636
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID BandWidth
1 38596000 ATDMA - 16QAM 40.250 5 3200000
2 23700000 ATDMA - 16QAM 40.250 7 6400000
3 30596000 ATDMA - 16QAM 40.250 6 6400000

 

 

 

***Edited Labels***

117 REPLIES 117

Re: Continuing performance issues while gaming - Hitron CGN3ACSMR

I called Rogers they done it for me twice , and still not working  and also bought another router from best buy and still dosent save dhcp reservation I had no problem with the older CGN3 so I don't get how you say its not Rogers modem that's causing this. 

Re: Continuing performance issues while gaming - Hitron CGN3ACSMR

Destiny / cgn3acsmr modem

 

I just switched to Rogers internet and am having a problem playing Destiny on my xbox. after a quick google search I see that this is an ongoing problem for many for quite some time now. My question is what is Rogers/Hitron doing to rectify this problem? Do I have to really port forward/DMZ/upnp, basiclly do backflips to play Destiny? Most people use the internet for gaming. Is Rogers the correct ISP for that? Is there no known solution to fix this? Why cant an engineer grab a xbox and figure out what is going on?

Re: Continuing performance issues while gaming - Hitron CGN3ACSMR

I'm having almost the same issue as you but playing nhl16 on the one, I get alot of lag spikes, slow,delay game play , I also have the same modem as you. This might sound weird but I didn't experiences anything like this on the CGN3 so tomorrow I'm going to exchange the cgn3acsmr and see if that makes a difference. 

Re: Continuing performance issues while gaming - Hitron CGN3ACSMR

@snakey that has already been figured out.  Can you look at the back of the modem and confirm that the product sticker indicates CGN3ASCMR?  If so, log into the modem (all Hitron CGN3 series) and on the first STATUS page that comes up check the software (firmware) version that is currently loaded.  It might be version 4.4.8.14.  If so, then yes, the modem is definitely problematic for gaming, VOIP devices, VPNs and any other application that is latency intolerent.  Version 4.5.8.16, released at the end of May 2015 resolves many of the issues, including playing Destiny.  So, first step is to determine the modem model and current firmware.

 

Beyond that there is also the consideration that the node that your modem connects to is heavily loaded, and if so, then there is the possibility of signal issues and latency thru that node.  If you load WinMTR or Pingplotter (both free) you can run a trace to the end server and both will indicate where the delays in the path are, by looking at the ping times and if there is any loss in ping returns.  Pingplotter presents a fairly easy to understand graph, just have to remember to right click on the graph to bring up the display options.

 

http://winmtr.net/

 

https://www.pingplotter.com/

 

In terms of port forwarding/DMZ, you should not have to run anything in the DMZ, personal opinion unless you are doing a quick test to resolve technical issues.  Personal opinion, it should never be necessary to park anything in the DMZ.  Having said that, you can resolve the port forwarding in two ways.  First is to set up a static address for the xbox, and then set the rules for port forwarding.  After that is done, reboot the modem and then the xbox.  Second is to remove any static address and port forwarding rules and enable UPNP in the modem.  Reboot the modem and then the xbox.  I don't recommend using UPNP as it can be used by malicious programs to change your router settings without your knowledge, again, personal opinion.  But, that is individual choice. 

 

Fwiw, if you are coming from a DSL type connection, your latency will probably double, so if you do notice that, don't be surprised. 

 

Ok, please check the modem model and firmware loaded and let us know what you find. 



Re: Continuing performance issues while gaming - Hitron CGN3ACSMR

Your saying dsl will be better for online gaming if it gives better latency 

Re: Continuing performance issues while gaming - Hitron CGN3ACSMR

Thats a very big if, and no, I'm not saying that, but I am pointing it out.  DSL is an entirely different beast.  It has its own problems like limited range from the node, or what is the "node equivalent" to the home.  Line noise really comes into play, so, either it works, or it doesn't.  One of my neighbors runs DSL I believe.  Speeds are 5 Mb/s down, 800 Kbs up.  Netflix is apparently a pain.  So, anyone looking to go DSL, or some form of DSL would really have to do their homework.  Just saying, its possible, but there are a lot of pitfalls to overcome.



Re: Continuing performance issues while gaming - Hitron CGN3ACSMR

can somone let me know hows my signal this was taken at 930pm nothing but spike lag

 

 

Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1603000000256QAM8.000340.366
2591000000256QAM8.000140.366
3597000000256QAM8.100240.946
4609000000256QAM7.700440.366
5615000000256QAM7.900540.946
6621000000256QAM8.000640.366
7633000000256QAM7.700740.366
8639000000256QAM7.800840.946
9645000000256QAM7.900940.946
10651000000256QAM7.7001040.366
11657000000256QAM7.8001140.366
12663000000256QAM7.8001240.366
13669000000256QAM7.40010938.983
14675000000256QAM7.30011038.605
15681000000256QAM7.00011138.983
16687000000256QAM7.00011238.605
17693000000256QAM7.00011340.366
18699000000256QAM6.50011440.366
19705000000256QAM6.50011540.366
20711000000256QAM6.30011638.983
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandWidth
130596000ATDMA - 64QAM38.50026400000
223700000ATDMA - 64QAM38.50036400000
338596000ATDMA - 64QAM40.00013200000

Re: Continuing performance issues while gaming - Hitron CGN3ACSMR

My personal opinion is that the downstream is too high.  Problem is, its still within spec.  I don't think that tech support will dispatch a tech unless you have something above 10 dBmV or below - 10 dBmV.  And the actual modem spec is much wider, +17 down to -15.  Typically however, customers see problems long before they reach +10 or -10 dBmV. 

 

I'd like to see the levels down around 0 dBmV, where they normally are.  Your signal to noise ratios are good and the upstream levels are fine as well. 



Re: Continuing performance issues while gaming - Hitron CGN3ACSMR

hows this ? any issues here

 

 

1.JPG

Re: Continuing performance issues while gaming - Hitron CGN3ACSMR

so what should i do because all i do is exp spike lag at this time. what would it take to bring down the downstream?

Re: Continuing performance issues while gaming - Hitron CGN3ACSMR

If you look at that pingplotter graph, you can see that there are really bad losses at the New York .tcore server.  Your ping time spikes up as well and stays high after that point.  That has nothing to do with your signal levels at the modem.  That's a routing issue, most likely due to congestion at that point.  I really wish there was a network engineer that the mods could contact to help resolve issues like this.  That would lead to an engineer to engineer discussion aimed at resolving this.  Rogers could probably reroute around that server, taking a different path to the end server.  The only problem is, no one seems willing to address issues like this.  

To drop the signal levels you would really need an attenuator.  They come in different drops, and by that I mean that there are different dB drops that can be selected by using different attenuators.  They look like this:

http://www.antronix.com/antronix-Products-Other-Products-Attenuators.php


I would look to drop the signal level by 5 dB.  The only problem with that is the modem output which will climb by 5 dBmV. So, its a balancing act, drop the downstream but not drive the upstream up to much at the same time.   The other way to do this is to use a splitter, which will drop the levels by -3.5 or -7 dB, depending on which splitter is used.  I'd prefer an attenuator as the unused splitter ports should be terminated properly to prevent any signal reflection at the splitter, which can make the cable signal levels worse.  The splitters look like this:

http://www.antronix.com/antronix-Products-Drop-Passives-Splitters.php


The terminators look like this:

https://www.lowes.ca/multimedia-accessories/digiwave-dgaf59th-75-ohm-f-terminator-cap_g2598667.html?...

The price on this is just stupid.  There should be a pack of 5 or 10 which shouldn't cost anything more than a couple of bucks.  

In any event, at this point, I don't think your issues are signal related, personal opinion.  Unless someone can tell me otherwise, I think a majority of them are path related. 

 

path to easo_ea_com 20 Jan 2016.png

 

Here is the same target from West Ottawa.  Notice the packet loss at the last 209 server which is a Rogers Server, and the packet loss into the next hop, which is ix-13-0.tcore1.TNK-Toronto.as6453.net.  Also note the spike upwards in ping time at the second .tcore server which is if-9-9.tcore1.TTT-Toronto.as6453.net.  So, on both sides of the border, looks like the tcore servers are an issue. 



Re: Continuing performance issues while gaming - Hitron CGN3ACSMR

lethalsniper
I'm an Enthusiast
I'm on a Rogers 3 way splitter already. So I guess there no fix ?

Re: Continuing performance issues while gaming - Hitron CGN3ACSMR

Have a look at the splitter.  For a three way there should probably be one port with a -3.5 dB drop and two with -7 dB drops.  The internet cable is probably on the -3.5 dB port.  You could switch that cable to one of the other ports to drop the downstream signal levels by another 3.5 dB.  That will bring them down slightly without driving up the upstream too much.

 

If you had another Antronix splitter around, you could put that on the internet cable, so that you would have splitter.... cable.... splitter....cable.... modem.  Techs will do that if there is a need to drop signal levels in the home.  Its a balancing act however, as you have to remember that when you drop the downstream, you drive up the upstream as the modem has more resistance to overcome in reaching the Cable Modem Termination System (CMTS) so that the CMTS will still receive the upstream signals and data from the modem. 



Re: Continuing performance issues while gaming - Hitron CGN3ACSMR

lethalsniper
I'm an Enthusiast
Why is it when I ping my router I don't get what you get 0 0 0 I average 2 3 4 if Im right by my modem or router ?

Re: Continuing performance issues while gaming - Hitron CGN3ACSMR

lethalsniper
I'm an Enthusiast
I will try this and see if that helps. Would you recommend me to replace the 3 way splitter? Maybe it's defected. Where can I buy the same one

Re: Continuing performance issues while gaming - Hitron CGN3ACSMR

I use an Asus RT-AC68U router, which I have as 10.0.0.1 on my network instead of 192.168.0.1.  So, that has better performance in terms of ping times to the router.  The ping times are also dependant on the router load.  If there was a much higher load you might see that ping time increase slightly.  But, for the heck of it, here is a ping test to the modem, thru the router:

 

Microsoft Windows [Version 6.3.9600]
(c) 2013 Microsoft Corporation. All rights reserved.

ping 192.168.100.1 -n 20

Pinging 192.168.100.1 with 32 bytes of data:
Reply from 192.168.100.1: bytes=32 time=6ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=3ms TTL=63
Reply from 192.168.100.1: bytes=32 time=2ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63

Ping statistics for 192.168.100.1:
    Packets: Sent = 20, Received = 20, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 1ms, Maximum = 6ms, Average = 1ms

So, its not perfect as you can see, but, still averaging 1 ms.  I would guess that there isn't much going on in the house network tonight. 

 

In terms of the splitter I wouldn't replace it.  I might swap the internet cable so that its on another port labelled -7 dB, but thats it.  To replace it you need a splitter that operates from 5 Mhz to 1 Ghz so that its compatible with the cable system.  A satellite splitter which operates up to 2.1 Ghz would work as well.  If you go looking for one, ensure that it operates up to 1 Ghz as a minimum, but, as I indicated, your issues don't appear to be signal related.  That is something that I will have to take up with the mods to see if we can find some method of communicating with the Network Operations Staff.

 

Edit:  Just a thought, you could try the nearest Rogers store to see if they have any on hand.  If so, they would probably give it you to for nothing.  Or, if you see a Rogers van around somewhere, stop and ask the tech for another splitter.  Never hurts to try.



Re: Continuing performance issues while gaming - Hitron CGN3ACSMR

Thanks man your a big help! 

 

That is something that I will have to take up with the mods to see if we can find some method of communicating with the Network Operations Staff.  How long will somthing like that take to fix if possible because its so annoying. Thanks. 

Re: Continuing performance issues while gaming - Hitron CGN3ACSMR

That is something that I am discussing at this time.  But, I'll have to pursue it in the next few days.  There is a process in place to address issues, but my thoughts are that it may not or is probably not responsive enough.  The mods will escalate issues when and where appropriate.  The problem with all of this is that using programs like WinMTR and Pingplotter make it easier to understand where an issue is occurring "right now".  We're not talking about a signal issue from neighborhood node to modem which requires an onsite tech to sort out.  This is well beyond the node, somewhere in the Rogers network or beyond.  The question at that point is, right, who's going to fix it, how long is it going to take and who gets the phone call to address it, "right now".  Of course, this is all the personal opinion of just another customer.......



Re: Continuing performance issues while gaming - Hitron CGN3ACSMR

Okay thanks. Will I know if this gets resolved? And for the splitter your saying plug Internet cable to where it says -7db and then cable TV to the - 3.5b 

Re: Continuing performance issues while gaming - Hitron CGN3ACSMR

Yup, if the internet cable is on the -3.5 dB port, switch it to the -7 dB port, and vice versa for the tv cable. 

 

As for the path to the server, if it gets resolved, you should see that when you're gaming.  The problem however, from what I see is the .tcore.xxx server which is outside of Rogers system.  Ideally, Rogers would remap to another path, or find out from the neighboring system what the problem is and when it will be resolved.  But, we don't know the peering agreement says, so, its anyone's guess as to what might happen.  That could range from nothing, to yup, its resolved.  If this were a TPIA provider, you would be seeing answers to your questions, but, its not. 

 

What game are you playing that you're seeing issues with?

 

 

path to easo_ea_com 20 Jan 2016 midnight .png

 

Here's the plot at midnight.  Note that the packet losses that were present before are gone.  People have logged off, internet traffic has probably fallen, and so, the servers don't have an issue keeping up.  There is still a high ping time from the end server easo.ea.com.



Re: Continuing performance issues while gaming - Hitron CGN3ACSMR

It's ea nhl16 for the Xbox one. Thanks datalink

 

Yea I notice the difference right now its alot faster and not realy getting spike lag, but still not perfect. But yea its mostly happening anywhere from 4 pm- 12 am

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