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Issues with video conferences and stuttering while gaming
I think I'm experiencing some poor performance with my home internet. This may not be new, but either it has gotten worse recently or I'm just more aware now that I need to do video conferences when working from home.
When using Zoom for video conferences I often experience garbled voices and frozen cameras. When this happens Zoom sometimes tells me that my connection is bad. When playing games I often experience stuttering and rubber banding. These issues are often accompanied by icons or warnings from the game indicating connection problems. I have no issues with speed tests, streaming video, or browsing online.
I'm using the white HiTron CODA modem plugged into the wall and I am using a wired connection for my internet. I have tried some of these applications on another computer on my network and I have the same problems. I have swapped my modem before to try to fix these issues, but it did not seem to help.
I've reached the limit of my troubleshooting knowledge and I've not been able to uncover any evidence of the problem. I'm hoping that someone more experienced can point me in the right direction of tests I should try and what I should be looking for.
Thanks in advance!
The spikes indicate high load on their own, but if the average is anywhere over 20ms, it is also a sign of congestion. If you test again later at night you should see the latency drop to <20ms, and also see full bandwidth return if you run a speed test. For example my average right now is 200ms and speeds are 200/1 as this is apparently a peak hour for the people in my neighborhood... I like to game so I have just been staying up late into the night and notice it is rock solid between 3am-5am (15ms average to CMTS, 550/20Mbps speeds), and basically unusable for most of the day. If you notice anything similar, it is a congested node.
@xo1 @ParkerT92 you can only use the Cable Modem TerminationSystem (CMTS) which is hop #2 on a trace, if you have a modem other than the white Hitron CODA-4582 or the black Hitron CGM3ACSMR. The same might apply to the Hitron CGNM-3552 and other Hitron CGN3xxx modems.
So, that happens? Due to an internal modem timing issue you can end up with high time returns from the CMTS which are only applicable to the CMTS.
To run an ICMP ping test with any of those modems, you need to ping a target such as the DNS address to look for high ping returns (latency) in the Rogers network. Here's the Rogers DNS addresses:
Primary IPv4 DNS: 126.96.36.199
Secondary IPv4 DNS: 188.8.131.52
Primary IPv6 DNS: 2607:f798:18:10:0:640:7125:5204
Secondary IPv6 DNS: 2607:f798:18:10:0:640:7125:5198
Here's a snippet of an ICMP ping test to my CMTS:
From 174.112.xxx.xxx: bytes=60 seq=0315 TTL=63 ID=a3e4 time=9.290ms
From 174.112.xxx.xxx: bytes=60 seq=0316 TTL=63 ID=a3e5 time=9.271ms
From 174.112.xxx.xxx: bytes=60 seq=0317 TTL=63 ID=a3e6 time=11.356ms
From 174.112.xxx.xxx: bytes=60 seq=0318 TTL=63 ID=a3e7 time=10.361ms
From 174.112.xxx.xxx: bytes=60 seq=0319 TTL=63 ID=a3e8 time=8.493ms
From 174.112.xxx.xxx: bytes=60 seq=031a TTL=63 ID=a3e9 time=16.962ms
From 174.112.xxx.xxx: bytes=60 seq=031b TTL=63 ID=a3ea time=11.012ms
From 174.112.xxx.xxx: bytes=60 seq=031c TTL=63 ID=a3eb time=62.666ms
From 174.112.xxx.xxx: bytes=60 seq=031d TTL=63 ID=a3ec time=83.452ms
From 174.112.xxx.xxx: bytes=60 seq=031e TTL=63 ID=a3ed time=69.233ms
From 174.112.xxx.xxx: bytes=60 seq=031f TTL=63 ID=a3ee time=41.905ms
From 174.112.xxx.xxx: bytes=60 seq=0320 TTL=63 ID=a3ef time=27.814ms
From 174.112.xxx.xxx: bytes=60 seq=0321 TTL=63 ID=a3f0 time=12.209ms
Packets: sent=1000, rcvd=1000, error=0, lost=0 (0.0% loss) in 20.002007 sec
RTTs in ms: min/avg/max/dev: 4.367 / 13.569 / 100.181 / 13.748
Bandwidth in kbytes/sec: sent=2.999, rcvd=2.999
Note the rise in ping times up to 83 ms.
Here's the same test to the primary IPV4 DNS:
Packets: sent=1000, rcvd=1000, error=0, lost=0 (0.0% loss) in 20.009232 sec
RTTs in ms: min/avg/max/dev: 6.312 / 11.932 / 32.542 / 2.792
Bandwidth in kbytes/sec: sent=2.998, rcvd=2.998
Note that the average isn't all that different, but, the max time and deviation which are the last two figures drop considerably. Those tests were run with 20 milli-second intervals instead of 1 second intervals.
Run a the command "tracert 184.108.40.206" in windows command prompt. This will return the IP address of all the hops before getting to the google DNS servers at 220.127.116.11. Your CMTS should be the second IP, or the one after your router (the router will be either 192.168.0.1 or 10.0.0.1). Then just ping that second IP address using the command "ping IP", and that will work. If you would like to run more than 4 pings in one sitting which I suggest, just add "-n 50" to the end of the ping command above and change it to a number of your choice if you would like more than 50.
My high response times are not due to an internal timing issue, but I understand that can be a problem due to how frequently the requests are sent out. Which is why I directed more attention to the average, which is what I have found to be most reflective of issues I am seeing with congestion. The average latency almost perfectly relates to the drops in speed and stability I am experiencing. I was unaware that modems other than the XB6 could not see the CMTS. Regardless you are correct pinging the DNS could help diagnose the issue as well.
Its not a matter of "not seeing the CMTS". All modems will return the CMTS address as the second or third hop when you run a trace to anywhere. That second or third hop will depend on your equipment configuration, ie: whether or not the modem is in Gateway mode with a direct connection or with a follow-on router with a direct connection to the router. Looks like this:
modem - direct connection (modem in Gateway mode. CMTS is the 2nd hop)
modem - router - direct connection ( modem is still in Gateway mode. CMTS is the 3rd hop)
modem - router - direct connection ( modem in Bridge mode. CMTS is the 2nd hop)
The problem with the white Hitron CODA-4582 modem and possibly other Hitron modems is a change in the firmware that for the 4582 dates back to V18.104.22.168. At that point, there was a change to improve the overall multi-protocol performance. The drawback to that firmware change was a false high latency indication from the CMTS. That is strictly for the return times from the CMTS and does not affect any target beyond the CMTS.
For that reason, when you're latency hunting, you can't use the CMTS as a test target when you have the 4582 modem and possibly other Hitron modems. I believe I've seen the same type of issue from a customers ping test with the CGN3ACSMR, but, don't quote me on that one. If you run the typical 1 second interval ICMP ping test, you will see occasional high ping times occur. If you drop the timing down to a 15 to 20 milli-second range, you can see the high time groupings when they occur.
You can use the CMTS as a test target when you're looking for packet loss. That is a perfectly valid test as it keeps the return path as short as possible and keeps any possible network issues beyond the CMTS out of the test results.
I have no idea what the situation is with the two XB6 modems, the Arris TG-3482ER and Technicolor CGM-4141COM. Those modems might have their own quirks but I haven't seen enough data posted from other customers to come to any conclusions.
@xo1 can you look at the bottom of your modem to see what version you have, the Arris TG-3482ER or the Technicolor CGM-4141COM?
Its highly likely you might see high time ping spikes from the CMTS, its just a question of what you see if you were to run a ping test with much lower ping intervals in the 15 to 20 milli-second range.
You can use hrping to run tests below 1 second intervals. That's a command line utility:
Ran a test with 100 iterations at an interval of 20ms, here was the results:
Packets: sent=100, rcvd=100, error=0, lost=0 (0.0% loss) in 1.991390 sec
RTTs in ms: min/avg/max/dev: 5.486 / 18.239 / 100.958 / 18.166
Bandwidth in kbytes/sec: sent=3.012, rcvd=3.012
It is an Arris TG3482G
@xo1 if and when you have time, can you run a longer test, say 1000 pings and then send me the results in a message. Copy the results and then paste them into a message to me. I'd like to see what the results look like out of curiosity's sake.
To send anyone on the forum a message, click on their name, which serves as a link to their public page. To the right is a link to "send this user a private message". Follow that link to the message composition page, file in the subject title and details and hit send. When you get a response, you will see a number overlaying your avatar at the upper right hand corner when you're logged into the forum. Follow that avatar, which serves as a link to your profile, down to the message inbox to see the incoming message.
I've sent a message as an example.
So, try the following command, same interval, just a longer ping test, 1000 pings:
hrping -s 20 -n 1000 -T xxx.xxx.xxx.xxx
If you run the following: hrping -s 20 -n 1000 -T -g xxx.xxx.xxx.xxx
it will show the graphic results. Its a crude graph in comparison to wireshark or pingplotter but it does work. When the graph is running right click on the graph and adjust the time scale to 10 or maybe 30 seconds. If you run a much longer test, you can see if there is any repetition to the high ping times. In this particular case, it might be easier just to look at the text results as the graph is pretty crude.
Welcome to Rogers Community Forums!
Thank you for your detailed post; nothing is more annoying than having poor audio/video during video conferences. Have you experienced a similar poor audio/video on a different app?
We can help troubleshoot the poor audio/video and poor gaming experience for you. To get started, please log into the modem and navigate to Status/DOCSIS WAN and post the Downstream, Upstream and OFDM sections so that we can examine the signal levels.
Also, please run a ping test and a traceroute to the gaming server(s) through the command prompt and provide us with the results.
Thanks for your response. Please find below the signal levels and ping results you requested. Hopefully everything is legible because copy and pasting this table from my modem signal strength might look ugly.
DOCSIS WAN Downstream Overview Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB) 1 597000000 QAM256 3.700 8 40.366 2 849000000 QAM256 3.000 2 40.366 3 855000000 QAM256 3.000 3 40.366 4 861000000 QAM256 3.299 4 40.366 5 579000000 QAM256 3.299 5 40.366 6 585000000 QAM256 3.500 6 40.366 7 591000000 QAM256 3.299 7 40.366 8 279000000 QAM256 0.700 1 40.366 9 603000000 QAM256 3.599 9 40.366 10 609000000 QAM256 3.599 10 40.366 11 615000000 QAM256 4.000 11 40.366 12 621000000 QAM256 4.300 12 40.366 13 633000000 QAM256 4.599 13 40.366 14 639000000 QAM256 4.599 14 40.366 15 645000000 QAM256 4.800 15 40.946 16 651000000 QAM256 4.900 16 40.946 17 657000000 QAM256 5.099 17 40.366 18 663000000 QAM256 5.199 18 40.946 19 669000000 QAM256 5.099 19 40.946 20 675000000 QAM256 5.000 20 40.366 21 681000000 QAM256 5.400 21 40.366 22 687000000 QAM256 5.300 22 40.946 23 693000000 QAM256 5.099 23 40.946 24 699000000 QAM256 5.000 24 40.366 25 705000000 QAM256 4.599 25 40.366 26 711000000 QAM256 3.900 26 40.946 27 717000000 QAM256 3.900 27 40.946 28 723000000 QAM256 3.799 28 40.366 29 825000000 QAM256 2.400 29 40.366 30 831000000 QAM256 1.900 30 40.366 31 837000000 QAM256 2.299 31 40.366 32 843000000 QAM256 2.299 32 40.366 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 1.700001 Upstream Overview Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth 1 22100000 64QAM 40.260 1 3200000 2 36996000 64QAM 41.270 4 6400000 3 30596000 64QAM 41.270 3 6400000 4 25300000 64QAM 40.260 2 3200000 5 0 QAM_NONE - --- 1600000 6 0 QAM_NONE - --- 1600000 7 0 QAM_NONE - --- 1600000 8 0 QAM_NONE - --- 1600000 OFDM/OFDMA Overview Channel Index State lin Digital Att Digital Att BW (sc's*fft) Report Power Report Power1_6 FFT Size 0 DISABLED 0.0000 0.0000 0.0000 0.0000 0.0000 2K 1 DISABLED 0.0000 0.0000 0.0000 0.0000 0.0000 2K
I recently ran some ping tests to the Rogers IPv4 DNS in Toronto (I live in Ottawa and read in another post that this DNS typically has higher performance that the one in Montreal). I ran these tests at various times throughout the day. Each test ran for an hour with a 1 second ping interval. The times listed indicate the start time of the test.
May 1st 9 am Ping statistics for 22.214.171.124: Packets: Sent = 3600, Received = 3600, Lost = 0 (0% loss), Approximate round trip times in milli-seconds: Minimum = 7ms, Maximum = 208ms, Average = 34ms May 1st 10 am Ping statistics for 126.96.36.199: Packets: Sent = 3600, Received = 3600, Lost = 0 (0% loss), Approximate round trip times in milli-seconds: Minimum = 7ms, Maximum = 244ms, Average = 37ms May 1st 11 am Ping statistics for 188.8.131.52: Packets: Sent = 3600, Received = 3600, Lost = 0 (0% loss), Approximate round trip times in milli-seconds: Minimum = 10ms, Maximum = 229ms, Average = 41ms Mat 1st 1:30 pm Ping statistics for 184.108.40.206: Packets: Sent = 3600, Received = 3600, Lost = 0 (0% loss), Approximate round trip times in milli-seconds: Minimum = 6ms, Maximum = 240ms, Average = 38ms May 1st 3 pm Ping statistics for 220.127.116.11: Packets: Sent = 3600, Received = 3600, Lost = 0 (0% loss), Approximate round trip times in milli-seconds: Minimum = 9ms, Maximum = 278ms, Average = 38ms
I also ran a short hrping test with a 20 ms interval based on the information that Datalink posted on the previous page.
May 1st 8:15 pm hrping.exe 18.104.22.168 -n 10000 -s 20 Packets: sent=10000, rcvd=10000, error=0, lost=0 (0.0% loss) in 200.004828 sec RTTs in ms: min/avg/max/dev: 5.870 / 27.918 / 200.076 / 18.405 Bandwidth in kbytes/sec: sent=2.999, rcvd=2.999
I don't look to be getting loss, but the maximum and average response times and deviation are all quite high.
I asked a friend who lives in the same city who has Rogers internet to run the same test and this was their results
Ping statistics for 22.214.171.124: Packets: Sent = 3407, Received = 3407, Lost = 0 (0% loss), Approximate round trip times in milli-seconds: Minimum = 5ms, Maximum = 61ms, Average = 13ms
Let me know if there is any more data I should provide or things I should be looking for. Thanks again!
Thanks so much for providing us with that data!
The signal levels look good and the lack of Packet Loss is a good sign. There are some Latency issues evidenced by the high Ping spikes reported in those test results.
Please send a private message to @CommunityHelps so we can gather your info and pass it along to our network engineers to review and ensure we get this resolved. Not familiar with our private messaging system? No worries, Click Here.
We look forward to hearing from you soon.
We're in the same boat.
There is high latency and impaired upload speed around the clock but definitely worse during peek hours.
It has been like that for months.(before COVID19)
Rogers hasn't acknowledged anything publicly as far as why their cable network went to garbage.
If BELL(other than their DSL service) is available in your area, I would just switch.
Rogers hasn't shown any signs of having this issue at the top of their priorities. Their staff on here will only acknowledge your post if you share data and ask you for a private message to eventually reward you with a high-five. Nothing gets done or fixed, it's all a big waste of time.
Thinking of switching as well, issue is that bell only offers up to 50mb download in my area lol.
This seems like a big joke. It's 2020 and I can't pay for decent internet. Can't play any online games cause I just lag. This is horrible.
A technician came to check my lines and said everything was OK, but that obviously isn't true. I told him I'm getting ping spikes in games and he said "just don't use that website." He was basically clueless.
What am I even paying for?