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Internet Is Very laggy, Huge Spikes PLEASE NEED HELP!!

User145
I Plan to Stick Around

 Hi just want to repost this message again to see if anyone in the forums can solve my problem.

 

Browsing normally would be fine such as Facebook, google search etc but when playing an online game it is pretty much impossible to play. My computer is directly connected to my motorola modem and recently got a new modem but still the lag/spikes are there.

 

  • Did a ping test in cmd ping google.ca i get 360ms, 97ms, 76, 256ms.
  • I've closed all programs, background programs using my internet connection but it still did not solve the problem.
  • I've also tried using another computer in my case my laptop since I thought it was a computer problem but still get lag/spikes. Done Virus scans and no viruses whatsoever
  • I've got a new motorola modem and ethernet cable but still did not solve the problem.

 

I've called Rogers before and they said to change the old modem but that still did not solve the problem and they said everything is fine at their end.

Please please any help, suggestions because this has been going on for MORE than a month now.

 

 

***edited labels***

 

1 ACCEPTED SOLUTION

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Re: Internet Is Very laggy, Huge Spikes PLEASE NEED HELP!!

User145
I Plan to Stick Around

Hi pidli,

Thanks for the advice but I have spoke to a Rogers mod and he said that his engineering team advised that the fix will require some reconfiguration... and guess what? it solved my problem! Thanks for the suggestions everyone. Now my internet is back to the way it was stable lag free internet!!

 

Rogers_

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Re: Internet Is Very laggy, Huge Spikes PLEASE NEED HELP!!

Gdkitty
Resident Expert
Resident Expert

Just checking, for trouble shooting purposes..

You are direct connecting to the modem, no router, etc inbetween?

 

What virus/malware/firewall programs are you running?

Re: Internet Is Very laggy, Huge Spikes PLEASE NEED HELP!!

User145
I Plan to Stick Around

No, right now there's a router connected to the modem because other people in my family are using the internet too. 

Anyways the internet is still laggy/spikes when I connect directly to the modem.

 

I'm running Avast with malwarebytes as a secondary scanner and windows firewall. Also using Windows 7 OS.

 

 

 

Re: Internet Is Very laggy, Huge Spikes PLEASE NEED HELP!!

Zedonius666
I Plan to Stick Around

For the last 3 weeks I can't get anything lower then 110ms in any game I play.  I called Rogers and they did nothing.   I live in Corner Brook, Newfoundland and my pings to Halifax are over 200ms.  The CLOSEST servers to me give me 300ms.  Playing games like BF3 and SC2 are near impossible now... and even though bell here is pretty horrible also, in terms of download speed, but at least their latency was consistenly low....

 

I gave up and will be suggesting to cancel 2 connections soon.    I used to get pings of 60-85 most nights in anygame, now im lucky to get 110.  And this is on the same servers I allways play on.  Seems kinda stupid that the latency just misteriously went up.  Ive even formated twice since it started. 

Re: Internet Is Very laggy, Huge Spikes PLEASE NEED HELP!!

User145
I Plan to Stick Around

On December 2011 I had a consistent connection no lag or spikes whatsoever

but, around January 2012 I started to noticed my ping skyrocketed even up to 1000ms

when pinging google.ca and playing games. Now its March 2012 and still my connection's ping is still high.

Re: Internet Is Very laggy, Huge Spikes PLEASE NEED HELP!!

pidli
I've Been Here Awhile

Spikes in Rogers High Speed Internet Access (delay) is something Rogers does not care about. Here is the proof:

 

On Rogers High Speed Internet in Kanata, ON I have intermittent problem on increased ping response PC to Rogers default gateway from 7-20 ms to 400-800 ms for several minutes to half an hour, 5 to 15 times a day for the last 6 months (when I started to care about this problem), direct PC-Cable modem connection. I have recorded this problem with Colasoft Ping Tool. This issue severily affects my real time applications such as Skype or VoIP.

 

On March 6, 2012 I have opened a Rogers ticket C53897052. The tech support person tested my speed and delay at that time, all OK. "I do not see any problem, so I cannot help you. Call us when you have the issue again." No use to argue with the agent that the Internet connection intermittent lag spike cannot be debugged in real time due to its nature. I even offered a method to record the problem from their end, to start debugging & fixing. Ticket closed.

 

On March 8, 2012 I talked to Rogers technical support manager Robert, ID 2303. He said that Rogers does not provide any quality Internet service guarantee and they will not do anything about this problem. I tried to explain the the lag issue may be demonstration of other, more severe Rogers network technical issue. I also said that they are going to loose people like me and their revenue will suffer due to poor service. To no avail. For problem escalation I was offered address of the Office of the (Rogers) President: 855 York Mill, Toronto, ON   M3B 1Z1. I am writing there right now.

 

IMO the only way Rogers will fix technical issues like this only when people leave their sub-standard service and Rogers revenue will suffer. But maybe the Rogers management will have the will to order to fix this problem. So lets get this issue a visibility on social media and to Rogers management.

Re: Internet Is Very laggy, Huge Spikes PLEASE NEED HELP!!

Gdkitty
Resident Expert
Resident Expert

While i dont blame people for leaving due to things like this, specialy if they get no support in the end...


For others viewing this, they need to be aware that its it not company wide, not everyone is affected.

Yes, they should fix it for the effected people.

Re: Internet Is Very laggy, Huge Spikes PLEASE NEED HELP!!

You said up upgraded your modem  which one did you go to?

Re: Internet Unstable, very laggy, huge Spikes PLEASE NEED HELP!!

User145
I Plan to Stick Around

@ robcoghlankerr:

 

Previously I had the Scientific Atlanta modem and now I have the Motorola SB5101N modem.

Re: Internet Is Very laggy, Huge Spikes PLEASE NEED HELP!!

EddieDZ
I Plan to Stick Around

By pass your router.. connect your computer (whichever one) DIRECTLY into the motorola modem them do a pingtest at pingtest.net ... guaranteed your going to see a difference, if you still have high pings and are sure everything is closed on the computer, give rogers tech a call and they will do a ping test from their computer station to your modem direclty, if the numbers are high too then its a backend issue/area issue or modem issue, if the rogers tech pings to your modem at low and yet when you do the pingtest yourself and are still high then its a user end issue aka your computer

Re: Internet Is Very laggy, Huge Spikes PLEASE NEED HELP!!

pidli
I've Been Here Awhile

Hello Rogers_,

Read my post below, you will get results.  Basically: Record your ping over time with Colasoft Ping Tool or other plotter, present this to tech support, escalate to manager. He/she will tell you that there is no quality standard for Rogers Internet. Then escalate to the Office of the President. The people there will work with you to resolve the issue.

 

How it turned out OK for me: Once I got to that far in the escallation path, the lady at the Rogers Office of the President was very cooperative. She suggested to replace the modem. By the time I was ready to do that, I measured my delay to my Rogers Default Gateway once more. I was pleasantly surprise to see that the delay dropped to less than 1 ms (lowest measurable value).

 

Lesson learned: while Rogers will claim that you-get-whatever-we-give-you, when you keep pushing, they will in the background fix the problem. It may take couple of weeks, though. It is actually to Roger's benefit to whip the Internet infrastructure in shape: they can sell more services that rely on large bandwidth & low latency.

 

Good luck and please report here your results. More user education will result in more pressure on Rogers to deliver good Internet access for all. Think about your post as a form of service to community.

Re: Internet Is Very laggy, Huge Spikes PLEASE NEED HELP!!

User145
I Plan to Stick Around

Hi pidli,

Thanks for the advice but I have spoke to a Rogers mod and he said that his engineering team advised that the fix will require some reconfiguration... and guess what? it solved my problem! Thanks for the suggestions everyone. Now my internet is back to the way it was stable lag free internet!!

 

Rogers_

Re: Internet Is Very laggy, Huge Spikes PLEASE NEED HELP!!

Syrous_PL
I've Been Around

Apparently Rogers is throttling some peer-to-peer traffic, which may include the online games.  I'm playing CoD, which runs pretty good, but World of Tanks fluctuates every few seconds (40-200 ping).  I hope they are going to fix this soon, as I used to play WoT with no issues.

 

http://www.cbc.ca/news/business/story/2012/02/03/tech-rogers-throttling.html

Re: Internet Is Very laggy, Huge Spikes PLEASE NEED HELP!!

Gdkitty
Resident Expert
Resident Expert
They have been throttling for some time.

The crtc has said they have to stop. Rogers has said they would by the end of the year. They have stopped in some areas already.

Re: Internet Is Very laggy, Huge Spikes PLEASE NEED HELP!!

lightower
I've Been Here Awhile

Wow went from teksavvy DSL 6Mbps to Rogers 28Mbps. Roges lag is horrible !

 

Called twice today and the line seems fine. Then when I'm on, it's like some one poured crud in my engine and it slugs around until it's thrown out of the tail pipe...then vroom...you go.

 

I'm giving them a few more days before I cancel. I have until October the 6th to make my decision.

Re: Internet Is Very laggy, Huge Spikes PLEASE NEED HELP!!

Gdkitty
Resident Expert
Resident Expert
A lot of these are area specific.

I get advertised or higher speeds normaly. But I'm not in a super populated area.

That being said, Rogers still needs to fix theses problems in the areas effected! Just saying its not company wide 🙂

Re: Internet Is Very laggy, Huge Spikes PLEASE NEED HELP!!

Zedonius666
I Plan to Stick Around

I don't understand wtf is going on with this ISP.   For the last month I have had NOTHING but a headache and issues which they never seem to have any clue as to how to fix it.   They replaced my modem to fix the whole 1 hour IP refresh that they had "no idea what was going on".  Soon as they replaced the modem, now its a every night past 10:30 PM you can't do anything issue.  

 

And it's them throttling again.  I can talk on skype and all that stuff fine.  Soon as I log into a game like Diablo 3, It is impossible to play.  Why are they throttling again out of the blue? 

 

Like tonight right now, I'm on D3 chatting with everyone fine, but in game Im at 2400ms latency.  Surfing/streaming videos fine.  So lame.  I take it Rogers hates Blizzard for some reason.... I guess it's time to start filing complaints to the CRTC again since they just decided to throttle out of the blue again. 

Re: Internet Is Very laggy, Huge Spikes PLEASE NEED HELP!!

@Zedonius666

 

Same issue here, anytime after 7pm till well past midnight is when it happens for me.  I've stopped playing online games during that time period and I'm considering switching ISP's since this has been happening for the past month.  Don't really care what the excuse is, if it's not fixed soon I'll just switch to another provider.

 

Edit:  Forgot to add I'm from the Ottawa area.

Re: Internet Is Very laggy, Huge Spikes PLEASE NEED HELP!!

I'm having similar issues in North York. For the whole day internet's been spikey, and as of an hour ago it became unbearable. 

 

http://www.speedtest.net/result/2211299574.png

 

My speed test shows my download speed is at 4.23 Mbps. I've done one about every 5 minutes starting from maybe 20 minutes ago, it's been going from 7 Mbps, to 42 Mbps, then 29 Mbps, then 2 Mbps, and finally 4. I'm paying for an extreme package.

 

Just feels like Rogers don't really care about their customers. You'd think with the amount of money they're getting every month, they'd be able to upgrade their systems long ago. But no it's the same garbage coming back to haunt paying customers every once a while. And while it's laggy to even browse websites, it's obviously worse in games. Just don't understand if they hate gamers so much, why bother going into the internet business at all?

 

I don't care if they stop throttling or fix their internet, as soon as my contract's done I'm done too. It's been 6 years and I've given it way too many chances.

Re: Internet Is Very laggy, Huge Spikes PLEASE NEED HELP!!

ahm2307
I Plan to Stick Around

Hi,

 

I just got my Hybird 60 set up with the Cisco DPC3825 modem/router combo. The Up/Down speeds are excellent and the speed is consistently high. However, when I tried to play some TF2 (and a few other games) online, it was unplayable due to huge ping spikes (causing severe intermittent lag).

 

Take a look here.

 

The graph at the bottom shows my latency for last minute or so. Halfway, you can see a huge spike that lasted 2 or 3 seconds. My ping, during that period, goes from 30 to 120+. This happens a LOT.

Note:

 

  • There are no downloads running in the background,
  • no wireless devices are running on the network
  • I am also running my PC on a cat6 ethernet cable directly from the modem/router

When I run traceroutes, I'm not seeing anything crazy other than occasional ping spikes on the second hop (pingtest.net is almost always clean). I have never had this problem previously with Teksavvy when I lived in Etobicoke...so I'm not sure what's wrong here. Could it be the mode/router combo? Should I just get my own modem? 

 

Any help would be greatly appreciated. Thanks!

Re: Internet Is Very laggy, Huge Spikes PLEASE NEED HELP!!

ahm2307
I Plan to Stick Around

So I think I solved the problem. I just put the DPC3825 into bridge mode and connected my DIR-655 router downstream instead. I also disabled DHCP server for good measure. Now I game lag-free. It's such a relief...my wired speeds are perfect, but my wireless speeds fluctuate between 20 and 60 Mbps...I can live with that. 

 

Hope this helps anyone who comes across this thread.

 

 

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