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Huge internet issue with latency and jitter, rogers techs unable to help

bizkit_109
I Plan to Stick Around

So for the past month my internet has been far from great.  Over a month ago I reported an issue where my download speed on a 100down 10 up line was about 9mbps down and my up was about 5, they said I had extreme packet loss and after about 25 calls to rogers, and multiple maintenance team appointments they informed me the problem was resolved about 15 days later.  

Ever since though, I am getting extremely high jitter each night between 8pm and 11pm.  I mostly use my internet for online gaming and competitive first person shooters so this is a huge problem.  My ping will range from 15-100ms, which rogers informs me is within range, but the jitter is extremely high which I'm told by friends in the area who are also on the same rogers plan should be around 2ms(and they get about 15-25ms for ping) for myself is normally 3-8 times what my ping is.  I have called Rogers techs, had a tech to my house all of whom have no idea what jitter is.  They all tell me my upload and download is fine and my ping is within range.  I showed the tech that came here the jitter results on roger’s own speed test service and he admitted that he mostly only deals with download or upload issues and never with latency or whatever I was talking about.  He referred the problem to the maintenance team who came (at 9am despite his note saying the issue happens mostly between 8pm and 11pm) and again only tested the ping, upload, and download and determined it was fine.  I feel I am now just going in circles.  I have requested a call from the OotP to try to fix this but I am not sure what I can do.  I have uploaded some screen shots of my internet results so far tonight.  Does anyone have any experience with this?  I have neighbors in my building who use bell fibe internet and are reporting a 15ping 2ms jitter result also.  

 

I have asked to get a call when the maintenance teams come to explain the issue to the senior tech but they refuse to do that.  I have no way to send them these jitter results, and the tech I spoke with tonight on the phone told me they have no way of testing or checking on jitter only up and download speeds and a basic idea of ping.

 

Here is about an hour or so of my internet test results:

https://imgur.com/a/QDFoL

48 REPLIES 48

Re: Huge internet issue with latency and jitter, rogers techs unable to help

lethalsniper
I'm an Enthusiast
How did you post those pics I would also like to post my results. For some odd reason tonight I'm getting high ping and jitter , ping was in the 30ms and jitter 25ms testing on Rogers speed check and also speedtest.net on telus server.

Re: Huge internet issue with latency and jitter, rogers techs unable to help

bizkit_109
I Plan to Stick Around

run the test, press the Print Screen button on your keyboard, then go to imgur.com select upload and push CTRL+V and it should upload it for you.

Re: Huge internet issue with latency and jitter, rogers techs unable to help

bizkit_109
I Plan to Stick Around

I finally have reached the management department and a manager named Ken and explained to the manager that I understand he likely wouldnt know what the term jitter or packet delay variation was but that that was my issue and download upload speeds and even ping werent really a factor.  He said I was right and offered to transfer me to yet another rogers tech.  I said before he put the tech on the line please make sure the tech knows what Jitter is as I really dont want to waste my time going over it yet again.  Sure enough he says he mentioned it to the tech and transfered my call.  The tech then admits he has never heard of jitter has no way to test it or monitor it and was reading about it on google now.  He sent it off to their engineering team yet again and so the circle continues.  I have a bit of faith that this time he did include Jitter in his notes before passing it off so maybe it will work?  I am likely going to give them their 48 hours required for testing then reach out to the ombudsman to get out of my internet commitment as rogers seems clueless at dealing with this problem.

 

I even noted to the tech that their own http://speedcheck.rogers.com/ measures jitter so its insane they cant factor that into testing anywhere but he just apologized and said hes sorrry but it is what it is.

Re: Huge internet issue with latency and jitter, rogers techs unable to help

lethalsniper
I'm an Enthusiast
What is the normal jitter and ping what should it be at ?does speed play a role on ping and jitter? I'm on hybrid 150 now I was was to switch to lets say inite 200 will there be a diff in ping ?

Re: Huge internet issue with latency and jitter, rogers techs unable to help

Ping is the REPSONSE time from the specific endpoint server.

Generally for gaming, etc.. you want to have your ping as low as possible.. too high and can be delayed repsonses, etc..

Ping though, is some times not something very controlable.  At least outside of particular things.

Your internal home network? From device to device should be next to nothing.
Going from you to say rogers network.. there will be some delays of course, longer distances, but should be pretty low still.
Going then to any outside source... well all depends on where it is.. the number will go up and up. 

The difference of pinging a server in Toronto, vs a server in California... there are a lot more hops.. going from provider to provider, etc, across the internet.. that that response time will go up.
(there are ocassionaly MINOR things that maybe can be done on rogers side.. like changing the pathing to do a slightly shorter path IF there is one... but beyond that.. nothing can really be done.)

This is what can be KEY when doing speed tests, etc.  For me Toronto is usually the closest area to do speed tests.
If i choose somewhere else (say K/W area) its further away, more hops, and higher pings.
Even within Toronto.. the choice of test servers.. can make a difference, just on how/what the routing is to that specfic one.
So this comes then down to speed as well.
Your max potential speed is X.  The further away you connect to, the more hops, etc.. the less and less likely you will ever get that TOP speed. (at least from that one source all at once)

 

So long story short.. higher ping, will often indicate you are getting a slower speed, at least from that particular end point.

 

 

Jitter, really in easiest terms, is sort of the timing interval that the data packets are sent.
While ovbiously faster, lets use an example of 1 packet a second.  Thats what it should be sending.
Jitter is calculated if that amount then is VARYING from what you are sending.  So if you are sending at that 1 packet a second, but the end point is receiving it at 1.2 second intervals.. you have some jitter.
Generally, you woud want it at 0.. or as close as you can.
Unfortunately, this again can be effected by any number of things.
If you are getting jitter between you and rogers themselves? Yes then there is a general problem likely on rogers end.
But if its to a source beyond rogers?  Not a heck of a lot can be done. 😞



Re: Huge internet issue with latency and jitter, rogers techs unable to help

lethalsniper
I'm an Enthusiast
How can I ping device to device is that pinging my IP ?

Re: Huge internet issue with latency and jitter, rogers techs unable to help

bizkit_109
I Plan to Stick Around

and based on the screen shots I have provided this level for a local rogers speed test or even to a server is sudbury like my pingtest.net tests the ping and jitter rates are completely unacceptable.  Even though my ping may be 15ms at times, the jitter will be 150ms and rogers has no way of testing the jitter except with a maintenence guy outside the building when its happening I think the whole system is broken.  How can they fix this issue if this is the only way they can test for it?  Why would they have a speed test on their own site that measures jitter yet none of their techs even level 2 tier can support or have knowledge of what it is?

Re: Huge internet issue with latency and jitter, rogers techs unable to help

AnnaM
I Plan to Stick Around

Hey Biz,

 

I've been having similar issues as yours, and am in the process of having them addressed and corrected. The techs should have been done by today, so I'm hoping to test my connection when I get this later this evening. Furthermore, I had request an independant network analyst to review my ping and traceroute connections, so I'm hoping for a response from him this evening on it.

 

If you could, is there anyway you could ping and/or run traceroutes on your server IP or google.ca, via your cmd shell, and relay back the results? The command lines should be:

 

ping google.ca -n 20 ; tracert google.ca / or replace googleca with your server ip. Ideally, you'd run these a few times each.

Re: Huge internet issue with latency and jitter, rogers techs unable to help

I will also post some speed/ ping test and tracert I'm also seeing some higher pings and jitter lately

Re: Huge internet issue with latency and jitter, rogers techs unable to help

Capture5.JPGCapture.JPG

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1609000000256QAM5.700440.366
2591000000256QAM6.400140.366
3597000000256QAM6.200240.366
4603000000256QAM5.600340.366
5615000000256QAM5.900540.366
6621000000256QAM6.000640.366
7633000000256QAM6.000740.366
8639000000256QAM6.200840.366
9645000000256QAM6.200940.946
10651000000256QAM6.1001040.366
11657000000256QAM6.3001140.946
12663000000256QAM6.3001240.366
13669000000256QAM6.10010938.983
14675000000256QAM5.90011038.983
15681000000256QAM5.70011140.366
16687000000256QAM5.60011238.983
17693000000256QAM5.60011340.366
18699000000256QAM5.00011440.366
19705000000256QAM5.10011540.366
20711000000256QAM5.00011638.605
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandWidth
130596000ATDMA - 64QAM39.50026400000
223700000ATDMA - 64QAM39.50036400000
338596000ATDMA - 64QAM41.0001

3200000

 

 

 

Re: Huge internet issue with latency and jitter, rogers techs unable to help

bizkit_109
I Plan to Stick Around

Hey AnnaM,

 

You were able to request an independent network specialist through rogers or is it something you are doing out of your own pocket?  

 

I am out of town until friday evening so when I get home I will run those tests for you and post my results.

Re: Huge internet issue with latency and jitter, rogers techs unable to help

bizkit_109
I Plan to Stick Around

lethalsniper, 

 

can you post a few screenshots of what you are getting for: http://speedcheck.rogers.com/en.html 

Re: Huge internet issue with latency and jitter, rogers techs unable to help


@lethalsniper wrote:

Capture5.JPGCapture.JPG

 

 


Pinging to a local device.. within your own network, etc.. is pretty much going from one device to anothers IP. 
Usually to your router is the most important.
So pinging your 192.168.0.1

Pining your local router.. SHOULD be very small.. 2ms TOPS i would say, often <1ms on wired (assuming everything is ok).

On your results there.. that FIRST 64ms is concerning.

 

One thing i forget from your other posts.. are these tests done on a WIRELESS or WIRED connection?



Re: Huge internet issue with latency and jitter, rogers techs unable to help

lethalsniper
I'm an Enthusiast
It was hard wired to my router and was done late at night which there shouldn't be any congestion issues. What about my modem results ?

Re: Huge internet issue with latency and jitter, rogers techs unable to help

lethalsniper
I'm an Enthusiast
I can tell you last night I was getting from 130/160/MB down and 16up , I'm on the 150hybrid I should be getting speeds close to 190mb at night. Notice games where lagging last night and all week.

Re: Huge internet issue with latency and jitter, rogers techs unable to help

Signal seems pretty good.. maybe a little off on the up side.. but nothing that shold be a huge effect.


160 on hybrid 150 is not too bad.
Where are you doing the speed test? (which one)

With wired though.. yeah, you shouldnt be getting that big ping spike to the router.
Are you able to try with  a different patch cable?
Also, try changing ports on the back of the unit as well.



Re: Huge internet issue with latency and jitter, rogers techs unable to help

lethalsniper
I'm an Enthusiast
Rogers speed check and also speed test on the telus server. I was thinking of switching to the ignite 250/20 is it worth it ? Will it be better for gaming ?

Re: Huge internet issue with latency and jitter, rogers techs unable to help

bizkit_109
I Plan to Stick Around

the up and down doesn't have much to do with gaming.  It's the ping and jitter you need to worry about.  Technically with a good 20 down line you should be more then set for any online gaming.  However if you have multiple people in the house and game while others are watching netflix or downloading it could affect your gaming if you have a limited download speed.  You said you are at 150 down which should be more then enough to compensate though.  

Re: Huge internet issue with latency and jitter, rogers techs unable to help

So is this a hardware, wire issues or is it from Rogers side ? What about the other pings how are they thanks. 

Re: Huge internet issue with latency and jitter, rogers techs unable to help

bizkit_109
I Plan to Stick Around

to me everything from your pics look good except the first attempt.  I would try maybe a new cat cable as it should not take that long to communicate between your PC and modem.  Do you have a router inbetween by any chance?