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Rogers Gaming & Streaming Lab

RogersDarrell
Community Manager (Retired)
Community Manager (Retired)

 

  Streaming_Gaming_Lab.png

 

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. 

  1. All services work fine outside of streaming/gaming.
  2. Your modem’s RF levels are within spec. 
  3. You have had multiple service calls and/or tickets within 6 months regarding your game streaming issues. 
  4. 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? 

  1. A screenshot of your Upstream and Downstream levels found on the status page when you log into your modem. 
  2. A current ping test result from command prompt to google.com 
  3. 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. 

 

 

 

281 REPLIES 281

Re: Rogers Gaming & Streaming Lab

super_robot
I Plan to Stick Around

@marz23 

 

Yeah, it's pretty crazy in 2020 to not be able to get decent internet in Toronto.

 

The tech sent to your house won't be able to fix the ongoing issue with Rogers' network infrastructure. 

 

 

Re: Rogers Gaming & Streaming Lab

expodonent
I Plan to Stick Around

you're all lucky if you have bell or another fibre option to switch to and i suggest you do it.  i'm stuck here with rogers as bell only offers very slow DSL speeds in my area.  i've been having the same issues as most are in this thread since august 2019, its almost been a full year of this and its only gotten worse with no information on whether they are actually trying to fix the issue or not.

Re: Rogers Gaming & Streaming Lab

gkokinos
I've Been Around

same issue here... .

Re: Rogers Gaming & Streaming Lab

imeem
I Plan to Stick Around
In having connection issues with GTA 5 on PC. The first load into online, it would take anywhere from 10-30 minutes to connect online and play. After that, all the loading is fast until I close the application and launch again.

I've been troubleshooting with Rockstar but nothing is helping. They r question if it is due to my connection and told me to try using a different network such as mobile connection. I don't have data so I cannot try this.

Anyone would know a solution?

Re: Rogers Gaming & Streaming Lab

Hello @imeem!

 

Welcome!

 

I've personally spent an awful lot of time playing GTAO with my friends but was eventually driven to stop playing due to the chronic server issues. Getting booted back to the loading screen was frustrating. If you frequent any online spaces where GTAO discussion occurs, server problems and disconnects are a fairly common complaint.

 

RDRO has similar issues too.

 

Do you have any difficulties connecting to other games or is this issue exclusively impacting your GTAO experience?

 

Regards,

RogersCorey

Re: Rogers Gaming & Streaming Lab

-G-
Resident Expert
Resident Expert

@imeem wrote:
I've been troubleshooting with Rockstar but nothing is helping. They r question if it is due to my connection and told me to try using a different network such as mobile connection. I don't have data so I cannot try this.

It also wouldn't hurt to check the health of your IPv4 and IPv6 connectivity using one of these test sites:

https://test-ipv6.com/

https://en.internet.nl/test-connection/

 

If your IPv6 connectivity is partially broken, that might be the problem... and restarting your Rogers gateway (or your router) should fix it.

Re: Rogers Gaming & Streaming Lab

imeem
I Plan to Stick Around
Only GTA online.

Re: Rogers Gaming & Streaming Lab

imeem
I Plan to Stick Around
Nope no issue. Perhaps it could be my cpu or HDD.

Re: Rogers Gaming & Streaming Lab

super_robot
I Plan to Stick Around

GTA5 Online takes forever to load. I wouldn't really use it as a benchmark for anything.

 

My brothers and I played and we all have good computers and different internet circuits in different provinces (some cable, some fiber) and we've all experienced absurd loading times. 

 

Can be caused by many different things which we can't really troubleshoot. 

 

 

As far as Rogers issues are concerned; the core issue isn't resolved but they did mitigate some of the trouble by the way they are handling the traffic. I suspect they are prioritizing gaming traffic as I am still experiencing issues with SIP traffic. 

 

 

Re: Rogers Gaming & Streaming Lab

ㅇㅅㅇ
I've Been Here Awhile

After 2 months of having the same issues and them not acknowledging it through numerous techs, they offered to credit me >$5 for 2 months of massive ping spikes and refuse to believe there's an issue when I've showed them traceroutes and ping plotters. The support is an absolute joke.dllhost_Y4s0YspBuY.pngdllhost_P2QLvnG4M6.png

Re: Rogers Gaming & Streaming Lab

-G-
Resident Expert
Resident Expert

@ㅇㅅㅇ wrote:


After 2 months of having the same issues and them not acknowledging it through numerous techs, they offered to credit me >$5 for 2 months of massive ping spikes and refuse to believe there's an issue when I've showed them traceroutes and ping plotters. The support is an absolute joke.


Are you still experiencing any specific issues with your Internet service now?  The images that you attached will not be visible until they are approved by a Moderator, and as this is your first post to the Forum, we do not have any past history to go on or any information about your current setup from a networking perspective.

 

Regarding problems that many of us have been discussing here, when I discovered exactly where the latency and jitter were being introduced, the Mods were instrumental in passing on my findings and test results internally.  Actually, I have always found the entire @CommunityHelps  team to be extremely helpful.

 

I do not know what to say about your compensation.  The Mods are not the ones making decisions about what can or cannot be offered.  These latency issues are not considered an outage.  As residential customers, we also do not get any service level guarantees beyond satisfying the general expectation that we get the connection speeds that we pay for, and even those are subject to constraints.

Re: Rogers Gaming & Streaming Lab

ㅇㅅㅇ
I've Been Here Awhile

If they're refusing to acknowledge ping tests and ping plotter charts, so that kind of answers the question, yes, it's the same issue that's been happening for 2 months(and corresponding for 2 months with Rogers). This started happening immediately after I switched to fibre. Clearly they have not been an instrumental help to most people on the forum from other responses. Nothing has improved and they "can't find anything" because they ping test once during times when the internet is fine instead of a constant monitor. I was even told 8% packet loss wasn't a big deal when gaming. Imagine getting lag spikes 5 times every 60 seconds while gaming and it being not a big deal. 14% packet loss when pinging Google's DNS server which was ignored since apparently it doesn't mean anything if I ping DNS server instead of google.com, even though another Rogers employee told me to do so. I've tried on 2 different wired computers and on wifi, all have the same lags. I've swapped out the coax cable 3x, 2 of which are the ones sent with the modem. They absolutely disregard any findings on pingplotter.

I get the same responses from them as that OP.  https://communityforums.rogers.com/t5/Internet/Brutal-latency-ping-Recently/m-p/454889/highlight/tru... Honestly that thread just seems like a ton of people with the same problems and not having it solved.

And this guy https://communityforums.rogers.com/t5/Internet/Brutal-latency-ping-Recently/m-p/455846/highlight/tru...

Seems like most people just give up. The most they do is say wait for a tech and when the tech comes nothing is fixed. Which is exactly what I'm being told right now since "we can't find any problems". It's very nice of you to reply but there's 80 pages of people discussing the same problems theyre having.

You pretending like there's a solve or fix it for Roger's problem that they refuse to acknowledge is beyond me and only helping conceal the majorly wide issue instead of holding them accountable.

Re: Rogers Gaming & Streaming Lab

-G-
Resident Expert
Resident Expert

@ㅇㅅㅇ wrote:

If they're refusing to acknowledge ping tests and ping plotter charts, so that kind of answers the question, yes, it's the same issue that's been happening for 2 months(and corresponding for 2 months with Rogers). This started happening immediately after I switched to fibre.


When you say switched to fibre, what equipment do you have installed in your home?  Does the fibre plug into an RFoG ONU (that basically just converts a signal delivered over fibre to coax; mature technology) or is Rogers finally installing PON Gateways (such as the Arris x5001), which would be a new technology that might still be causing some teething pains?

 

Clearly they have not been an instrumental help to most people on the forum from other responses.


Just for comparison, I had been seeing stats like this:

 

--- 8.8.8.8 ping statistics ---
3600 packets transmitted, 3596 received, 0% packet loss, time 3608516ms
rtt min/avg/max/mdev = 5.224/191.002/7131.994/729.965 ms, pipe 7

 

This was the worst that I measured:

 

--- 8.8.8.8 ping statistics ---
3600 packets transmitted, 3583 received, 0% packet loss, time 3610968ms
rtt min/avg/max/mdev = 5.613/345.891/11768.086/1159.638 ms, pipe 12

 

... and this is what I am seeing now:

 

--- 8.8.8.8 ping statistics ---
3600 packets transmitted, 3600 received, 0% packet loss, time 3603917ms
rtt min/avg/max/mdev = 4.880/10.927/68.204/2.589 ms

 

The Rogers Community team may not be able to solve every problem themselves but, in my experience, they have been effective at getting the right resources engaged behind the scenes.

 

Nothing has improved and they "can't find anything" because they ping test once during times when the internet is fine instead of a constant monitor. I was even told 8% packet loss wasn't a big deal when gaming. Imagine getting lag spikes 5 times every 60 seconds while gaming and it being not a big deal.


That's the frustrating part.  Previously, problems such as this were caused by a poor signal to the modem, overloaded nodes, background noise and other neighbourhood issues.  With what I saw, my signal levels and error stats were fine; the problem was upstream from the connection to my modem.  I had my suspicions as to what was causing it but those were neither confirmed nor denied.  The conclusive confirmation of the problem came from using tools in the XB6 modem itself, in addition to using external tools, and that eliminated any doubt.

 

You pretending like there's a solve or fix it for Roger's problem that they refuse to acknowledge is beyond me and only helping conceal the majorly wide issue instead of holding them accountable.


I'm not here to defend Rogers; I just try to help others here out as best as I can.  I'm a customer, just like you.  There are also some exceptionally knowledgeable in the Community.  Hopefully we can help you to get this problem resolved.

Re: Rogers Gaming & Streaming Lab

-G-
Resident Expert
Resident Expert

@ㅇㅅㅇ  Okay, your pingplotter output is now visible.  I don't use the tool myself, so I'm not sure if I am reading it correctly, but it looks like your ping RTTs are peaking at less than 50 ms.

 

Are you using the Rogers gateway alone or are you have it in bridge mode and are using your own router?  If you are using your own router, do you have QoS enabled to prioritize traffic?  If so, that could actually be causing your packet loss.

Re: Rogers Gaming & Streaming Lab

ㅇㅅㅇ
I've Been Here Awhile

I received the Hitron CODA 4582, the coax cable is plugged directly into the wall. It's not bridged so I am using the router that is built in with the Hitron CODA 4582.

Re: Rogers Gaming & Streaming Lab

-G-
Resident Expert
Resident Expert

@ㅇㅅㅇ wrote:

I received the Hitron CODA 4582, the coax cable is plugged directly into the wall. It's not bridged so I am using the router that is built in with the Hitron CODA 4582.


Thanks.  I don't know how much can be done to eliminate the jitter that you are seeing but if your ping RTTs are peaking at less that 50 ms, that's still pretty good.  As for the packet loss, there are lots of things that could be causing it, and it could be happening anywhere along the network path.  We'll have to do some troubleshooting to find where it is happening.

 

The HITRON CODA does not display the DOCSIS codeword error stats.  Allow the modem to run for several days without resetting it.  If the packet loss is still occurring, call in to Rogers and get tech support to check the error stats on your modem and the local node/CMTS, and check for any other problems in your area.  The modem's internal stats will clear on reboot so it's important to give it some runtime so that they can accurately assess line conditions.  If you are getting a large number of uncorrectable codeword errors, that's packet loss that only Rogers can help you fix.

 

You can also obtain the stats from your modem's DOCSIS WAN signal table and post the results here.  We can have a look at the results.  Actually, read through the rest of that thread for additional troubleshooting tips that @Datalink  recommends.  Since you have fibre coming into your residence, Rogers will have installed an RFoG ONU to convert that to coax, I would expect your modem's signal levels to be good... but it doesn't hurt to double-check.

 

That thread contains instructions for running ping tests from your computer to your modem, from your computer to your CMTS router, and from your computer to an Internet host, such as Google DNS.  This will determine how far along the network path that problems are starting to occur.

 

One last question: Are you using a wired Ethernet connection from your computer to your modem or WiFi?  Ideally, you should be running your tests over Ethernet.  If you are using WiFi, and are in an area with a lot of WiFi networks, especially an apartment building, if your WiFi network is using the same channels/frequencies as your neighbour, you are sharing the same airwaves.  Only one WiFi device can transmit at a time.  If two devices transmit at the same time on a common frequency, both computers' network packets will get corrupted and that will result in packet loss for both.  (By the way, Rogers will not be able to see that kind of packet loss on any of their tests.)  If you are sharing WiFi channels/frequencies with a neighbour, their WiFi problems will become your WiFi problems as well.  The only thing that you can do to fix this is to use a WiFi analyzer (on your computer or mobile device) to scan for better channels to use.  If you cannot find any 5 GHz channels that do not conflict, try to avoid picking channels that transmit at higher power levels as that can exacerbate the problem.

Re: Rogers Gaming & Streaming Lab

-G-
Resident Expert
Resident Expert

@ㅇㅅㅇ  To add to my previous post, I know that you test with computers connected by Ethernet and WiFi and that you see the same latency on both.  I was specifically concerned about whether you were seeing any additional packet loss over WiFi.

Re: Rogers Gaming & Streaming Lab

ㅇㅅㅇ
I've Been Here Awhile

It was about 10-14% packet loss pinging googles dns and 24% pinging 64.71.255.204. Yes I'm testing ethernet directly to modem. I don't know if I'm experiencing any more or less packet loss on laptop than on desktop. I use desktop for everything and laptop for voip, so whenever I lag on my desktop, I lag on laptop, I do know however even if I'm not experiencing any lag spikes in-game it does happen on VoIP. It's gotten to the point where generally a lot of the times I'm speaking no one will hear/understand me.

Re: Rogers Gaming & Streaming Lab

-G-
Resident Expert
Resident Expert

@ㅇㅅㅇ  High latency, latency spikes and packet loss will all cause problems for VoIP.  Are you using a dedicated (Ethernet-connected) Analog Telephone Adapter device or a soft phone / VoIP client running on your computer or mobile device?

 

If you are using a VoIP client / soft phone on your computer, the problems could be due to your computer lacking power or problems with the underlying codecs that are provided by your operating system.  If you have WiFi problems as well then this will further complicate matters, and Rogers Tech Support will not be able to see or troubleshoot any of these issues.

 

If the latency and packet loss is a result of problems in your neighbourhood, problems with the connection to your modem, or with the Rogers network itself, Tech Support should be able to see this easily and confirm it when you call them.

Re: Rogers Gaming & Streaming Lab

super_robot
I Plan to Stick Around

SIP traffic is absolutely troublesome with Rogers' current (past 6 months) state.

 

I gave up and just use my LTE connection. Doesn't take much data and it works perfectly.

 

 

I am thankful that they mitigated their issues and that gaming is decent now. However, there are still issues that need to be addressed. 

Re: Rogers Gaming & Streaming Lab

sturrock_matt
I've Been Around

"Teredo is unable to qualify" Xbox live multiplayer on PC connection issues with Windows 10

 

Hi , and thank you for your help looking into this.

 

I have been trying to play  Forza Horizon 4 online using Xbox Game Pass on my pc. I have a direct connection through an ethernet cable and speed test show 60ms latency over 300 Mbps upload and 14 Mbps  speeds. 

 

The 2 errors I received when do test on Xbox Networking settings is as follows. 

 

NAT Type

"Teredo unable to qualify. this could block you from playing multiplayer games. Click here for more info"

https://support.xbox.com/help/Hardware-Network/connect-network/troubleshoot-party-chat

 

Server connectivity

"Blocked... This could block you from playing multiplayer games Click here for more info"

https://support.xbox.com/help/Hardware-Network/connect-network/server-connectivity-xbox-app-displays...

 

I completed the troubleshooting steps I could find on these pages but with no luck. 

 

Any help would be appreciated. Here are my PC specs

 

Windows 10 Home 64 bit

Processor Intel Core i5-4670K CPU @ 3.4GHz

8 GB DDR3 Ram

Radeon RX 570 Series with 8gb dedicated video card memory. 

Gigabyte Z87X-D3H ATX LGA1150 Z87 DDR3 3PCI-E16 3PCI-E1 HDMI CrossFireX/SLI SATA3 USB3.0 Motherboard

the game installed and running off of a Samsung SSD 860 EVO

 

Thank you