Hi Community,
Welcome to the Rogers Community Forums Gaming & Streaming Lab!
We will use this thread as a central point to discuss upstream issues affecting your online gaming and streaming experience on the Rogers network.
This Lab will work to consolidate all upstream specific issues into one place. By doing so we can work together to hone in on any issues specific to the Rogers network that may be impacting your gaming or streaming experience up to, but not limited to, dropped frames, stutter, increased latency and intermittent voice; all while streaming on Twitch, YouTube Gaming, Steam, etc.
Our own Community Forums Specialist @RogersAndy , is an avid gamer with streaming experience on all major platforms in addition to many years of experience testing and troubleshooting with all technical lines of business. As part of our service resolution tracking, we recommend avoiding contact with alternative lines of support for this issue specifically.
To take part in this lab, you must meet the following requirements.
- All services work fine outside of streaming/gaming.
- Your modem’s RF levels are within spec.
- You have had multiple service calls and/or tickets within 6 months regarding your game streaming issues.
- Issues must be present with a wired connection to the modem. NO connected 3rd party equipment.
*If you do not meet the above requirements, your post(s) may be merged to a more accurate thread.
What troubleshooting will we need from you?
- A screenshot of your Upstream and Downstream levels found on the status page when you log into your modem.
- A current ping test result from command prompt to google.com
- A current traceroute from command prompt to the streaming/gaming service you’re connecting to. (their support can provide you with that IP if necessary).
*Always remember when posting an image of network testing results to block out/remove your personal IP address.
*Images will show in your post after they have been approved by our Moderator team. Don't worry when they don't show up right away.
We also recommend all of our gamers to sign up for the Rogers WiFi Modem Firmware Trial. Feedback from the Community has resulted in great improvements to the overall internet experience, specifically in regards to ping and latency on the Rogers network. For details of this program, please see this thread.
To learn more about Rogers and online gaming, check out our gaming page at www.rogers.com/gaming
Thank you for your continued feedback and support.
Hey @Ikam!
Welcome to the community!
Latency is certainly at the core of many issues that can plague the gaming experience and we'd be happy to assist in seeing to it's resolution. Thank you for providing the traceroute as well as it does indicate latency within the Rogers network. Have you reached out to support yet to have this investigated? If you need to please reach out to us @CommunityHelps. We would be happy to look into this for you. For more information on our PM system you can check out our blog.
Hello @marz23,
Welcome to the Community!
As a customer myself who relies heavily on the internet I can certainly appreciate the concern when it isn't performing as needed! Can you complete a traceroute to the ingest server so we can identify if there's an issue within the network.
RogersZia
Hello, @marz23.
Thank you for running the traceroute to one of your gaming servers. It seems the packets are leaving our network after the 5th hop. Most of the high pings are close to the destination. Have you reported these high pings to your game support yet?
We can run a few tests on your connection and node to make sure all the levels are within the specs. Feel free to send us a private message at @ComunityHelps. You can find details about our private messaging in this blog.
Cheers,
RogersMoin
Hello, Community
I completely understand how frustrating it can be to try to game online when you are experiencing Latency issues. It totally ruins the experience so we definitely want to investigate this for you and try to find a solution.
We are working closely with our engineering teams to ensure we get this resolved. We'll need additional testing from you to pass along to the engineering teams as examples to review. We'll specifically need, consecutive traceroutes to google.com (or the specific ingest server, if necessary) over a period of 2-5 minutes. All traceroutes must be completed with command prompt using a wired connection to the modem.
Please send a private message to @CommunityHelps so we can escalate a Ticket for you and pass along your examples for review. Not familiar with our private messaging system? No worries, Click Here.
RogersTony
I have been experiencing lots of jittering and stutters in my online games noticing my ping gradually going up and down by 20-30 constantly throughout matches, for example if I'm on a server supposed to get 30 ping it will stay around 50 but count up and down from 40-70 ping throughout the match.
I am on a wired connection with no 3rd party devices used.
Downstream Overview
| Port ID | Frequency (MHz) | Modulation | Signal strength (dBmV) | Channel ID | Signal noise ratio (dB) |
| 1 | 609000000 | 256QAM | -3.600 | 10 | 40.366 |
| 2 | 849000000 | 256QAM | -7.000 | 2 | 38.605 |
| 3 | 855000000 | 256QAM | -7.000 | 3 | 38.605 |
| 4 | 861000000 | 256QAM | -7.600 | 4 | 38.983 |
| 5 | 579000000 | 256QAM | -4.500 | 5 | 40.366 |
| 6 | 585000000 | 256QAM | -4.200 | 6 | 40.946 |
| 7 | 591000000 | 256QAM | -3.900 | 7 | 40.366 |
| 8 | 597000000 | 256QAM | -3.300 | 8 | 40.366 |
| 9 | 603000000 | 256QAM | -3.400 | 9 | 40.946 |
| 10 | 279000000 | 256QAM | -2.800 | 1 | 40.366 |
| 11 | 615000000 | 256QAM | -3.800 | 11 | 40.366 |
| 12 | 621000000 | 256QAM | -3.900 | 12 | 40.366 |
| 13 | 633000000 | 256QAM | -4.000 | 13 | 40.946 |
| 14 | 639000000 | 256QAM | -3.700 | 14 | 40.366 |
| 15 | 645000000 | 256QAM | -3.200 | 15 | 40.366 |
| 16 | 651000000 | 256QAM | -2.800 | 16 | 40.366 |
| 17 | 657000000 | 256QAM | -2.700 | 17 | 40.366 |
| 18 | 663000000 | 256QAM | -2.800 | 18 | 40.366 |
| 19 | 669000000 | 256QAM | -2.800 | 19 | 40.946 |
| 20 | 675000000 | 256QAM | -3.000 | 20 | 40.946 |
| 21 | 681000000 | 256QAM | -3.400 | 21 | 40.366 |
| 22 | 687000000 | 256QAM | -3.700 | 22 | 40.366 |
| 23 | 693000000 | 256QAM | -3.600 | 23 | 40.946 |
| 24 | 699000000 | 256QAM | -3.300 | 24 | 40.366 |
| 25 | 705000000 | 256QAM | -3.100 | 25 | 40.946 |
| 26 | 711000000 | 256QAM | -3.600 | 26 | 40.366 |
| 27 | 717000000 | 256QAM | -4.100 | 27 | 40.946 |
| 28 | 723000000 | 256QAM | -4.300 | 28 | 38.983 |
| 29 | 825000000 | 256QAM | -5.700 | 29 | 38.983 |
| 30 | 831000000 | 256QAM | -6.000 | 30 | 38.983 |
| 31 | 837000000 | 256QAM | -6.600 | 31 | 38.605 |
| 32 | 843000000 | 256QAM | -6.800 | 32 | 38.605 |
OFDM Downstream Overview
| Receiver | FFT type | Subcarr 0 Frequency(MHz) | PLC locked | NCP locked | MDC1 locked | PLC power(dBmv) |
| 0 | NA | NA | NO | NO | NO | NA |
| 1 | 4K | 275600000 | YES | YES | YES | -2.599998 |
Upstream Overview
| Port ID | Frequency (MHz) | Modulation | Signal strength (dBmV) | Channel ID | Bandwidth |
| 1 | 30596000 | ATDMA - 64QAM | 39.250 | 7 | 6400000 |
| 2 | 36996000 | ATDMA - 64QAM | 39.250 | 8 | 6400000 |
| 3 | 22100000 | ATDMA - 64QAM | 39.250 | 5 | 3200000 |
| 4 | 25300000 | ATDMA - 64QAM | 40.750 | 6 | 3200000 |
OFDM/OFDMA Overview
| Channel Index | State | lin Digital Att | Digital Att | BW (sc's*fft) | Report Power | Report Power1_6 | FFT Size |
| 0 | DISABLED | 0.5000 | 0.0000 | 0.0000 | -inf | -1.0000 | 4K |
| 1 | DISABLED | 0.5000 | 0.0000 | 0.0000 | -inf | -1.0000 | 4K |
2.
3. This is tracing to a match making server on CS:GO
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