Packet Loss, Slow Browsing -- Not Just the Router?

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I Plan to Stick Around
Posts: 8

Packet Loss, Slow Browsing -- Not Just the Router?

I'm a writer and a gamer, two things that rely on having a stable, useful internet connection. Since last Friday, both work and leisure have been very difficult due to packet loss, high pings, and slow (to non-existent) browsing. At one point, our ethernet connections stopped entirely; the wifi hasn't stopped, but has been inconsistent.

 

Doing some research on the forums, I noted that the "energy saving" settings on some NICs can create connection issues. I went in and disabled the "green" modes on all our ethernet cards, and we at least have connectivity now over both hardline and wifi. We are continuing, however, to have issues with high pings, packet loss, and slow browsing. Pages are stopping mid-load, requiring frequent refresh; videos are hanging. As for gaming -- I've been disconnected so many times from my World of Warcraft server that I've given up for now. 

 

Tests on pingtest.net have been showing between 2 - 11% packet loss to locations such as Maine, Atlanta, Edmonton, and Albequerque, with 140ish pings and enough jitter to keep the "line ratings" at C, D, and F. 

 

A tech was supposed to have come out today, but due to fail on their part, we are rescheduling for next week. I've tweeted my frustration and my issue to the Rogers crew, and their best interim suggestion is to trade out the gateway/modem. 

 

I ran a pathping to my WoW battlegroup around 8 PM local today. This is what it looked like: 

 

Computing statistics for 350 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 XXXXXX-PC [] 
0/ 100 = 0% |
1 5ms 0/ 100 = 0% 0/ 100 = 0% [ROUTER] 
2/ 100 = 2% |
2 --- 100/ 100 =100% 98/ 100 = 98% 7.11.160.133 
0/ 100 = 0% |
3 22ms 5/ 100 = 5% 3/ 100 = 3% 24.156.150.21 
0/ 100 = 0% |
4 --- 100/ 100 =100% 98/ 100 = 98% 69.63.250.197 
0/ 100 = 0% |
5 --- 100/ 100 =100% 98/ 100 = 98% 24.156.147.17 
0/ 100 = 0% |
6 --- 100/ 100 =100% 98/ 100 = 98% 24.156.144.121 
0/ 100 = 0% |
7 --- 100/ 100 =100% 98/ 100 = 98% 69.63.248.89 
0/ 100 = 0% |
8 90ms 2/ 100 = 2% 0/ 100 = 0% tengigabitethernet6-2.ar8.nyc1.gblx.net [159.63.51.41] 
6/ 100 = 6% |
9 145ms 8/ 100 = 8% 0/ 100 = 0% 192.205.34.69 
92/ 100 = 92% |
10 --- 100/ 100 =100% 0/ 100 = 0% cr1.la2ca.ip.att.net [12.122.128.98] 
0/ 100 = 0% |
11 --- 100/ 100 =100% 0/ 100 = 0% cr2.phmaz.ip.att.net [12.122.31.190] 
0/ 100 = 0% |
12 --- 100/ 100 =100% 0/ 100 = 0% 12.123.206.237 
0/ 100 = 0% |
13 --- 100/ 100 =100% 0/ 100 = 0% 12-122-254-50.attens.net [12.122.254.50] 
0/ 100 = 0% |
14 --- 100/ 100 =100% 0/ 100 = 0% mdf002c7613r0002-gig-10-1.phx1.attens.net [63.241.130.206]

Trace complete.

  

It's been a long while since I've tinkered this deep in networking, so I'm not entirely sure what I'm seeing here. I think I'm seeing some loss from the router to hop 2 (a DISANET server), and then between hops 8 & 9; and between hops 9 & 10. I know that, from hops 10 - 14, the pings are being blocked...but what about hops 4 - 7? Are those being blocked as well, or is the loss simply that bad? 

 

I've run two more pathping commands since this, and they have both timed out after hop 7, though they are not showing any loss between the router and hop 2. 

 

I understand it's "prime time" for access, but this is ridiculous -- and not an issue we had two weeks ago. What the heck is going on here? 

 

 

***edited labels***

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I Plan to Stick Around
Posts: 125

Re: Packet Loss, Slow Browsing -- Not Just the Router?

Have you ran a regular tracert www.google.ca? how far does it get before it times out? All of the downstream hops will show the same packet loss if one of the early hops on rogers network(which looks like your case) has an issue that drops most or all of the traffic. Another pathping like tool is winMTR. Same effect...perhaps the output is a bit easier to follow.

 

If the tracert consistently fails on the same hop on the rogers network but several hops away from your router then it is a problem on rogers network and you will need to get the issue escalated. No amount of changing modems will correct that.

 

 

Resident Expert
Resident Expert
Posts: 14,132

Re: Packet Loss, Slow Browsing -- Not Just the Router?

2-7, are all within rogers, so deffinately the problem for you is more likely directly a rogers problem.

 

The rest, are fairly normal to wow servers... but definately the problems from 2-7 are enough to cause problems.

 

Though.. i just did the same tests on mine.. and got similar results.
many of the rogers nodes.. may just not respond to pings/pathpings properly with a response.

As with similar results.. i am currently able to play wow without a problem at the moment.. with no lag issues, etc... able to browse fine, etc.

 

I am learry to say, its a DNS issue.. that shouldnt really effect video streaming, etc..
But it would be worth a shot to try and change.. see if any different results.

 

Other than that.. i would wait on the tech to check signal strength, etc.

 



I Plan to Stick Around
Posts: 125

Re: Packet Loss, Slow Browsing -- Not Just the Router?

Any internet router that is overloaded or has high CPU will drop pings and ICMP traffic by default as it is not Priority traffic. That is by design. Usually due to over subscribed nodes in rogers case.
I Plan to Stick Around
Posts: 98

Re: Packet Loss, Slow Browsing -- Not Just the Router?

This honestly just sounds like something is up with your line; maybe call support and get them to check your signal levels. Winter weather and all - outside cable may have been damaged. 

Resident Expert
Resident Expert
Posts: 14,132

Re: Packet Loss, Slow Browsing -- Not Just the Router?

You could TRY swaping gateway, but i dont think i will do much.

Like the others said.. it is more likely something just local/internal (which at least the tech can check), and if not, is more likely something with the local node(s)



I'm a Reliable Contributor
Posts: 354

Re: Packet Loss, Slow Browsing -- Not Just the Router?

What modem do you have? Have you tried rebooting it - some of the Rogers modems, especially the Hitrons cause all sorts of problems.
I've Been Around
Posts: 1

Re: Packet Loss, Slow Browsing -- Not Just the Router?

 I too am having high packet loss, and high pings all the time here too.

It is not just the modem but they will always tell you to reset the modem all the time.

Personally if I have what is supposed to be 24/7 internet I should not have to reset the modem all the time, that and lately even that is not working either. It seems that Rogers just does not care about its internet anymore last time I called them they showed a 15% packet lose, yet they didnt do anything about it.
They have either over loaded their lines or have just not bothered keeping up with the times.

I've Been Here Awhile
Posts: 2

Re: Packet Loss, Slow Browsing -- Not Just the Router?

Dear Rogers and Community,

 

I am located in the North York area of Bathurst and Steeles have been experiencing similar issues with packet loss.  Recent test on pingtest.com have shown losses between 4 and 50%.

 

This has severely affected our browsing ability and the qaulity of service Rogers has always provided. I can honestly say not you're not the fastest any longer, given the inconsistent service provided in our area.  I urge the Rogers Technical team to look into this matter and make the necessary repairs asap.

 

Thanks,

 

E

Resident Expert
Resident Expert
Posts: 14,132

Re: Packet Loss, Slow Browsing -- Not Just the Router?

That general area, seems to get ALOT of reports 😞