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.
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RogersHarry
We have been with Rogers for about 5 years now (5 years ago we swapped from Bell). Back then the requirement for better internet in gaming/streaming wasn't as intense as it is now. For 2 years I have been back and forth with live chat, twitter support and phone support agents trying to find fixes, these come back as "We couldn't find anything, it all looks fine on our end. Or the most famous one, there is nothing we can do with the evidence you showed us".
When it comes to streaming most sites have to buffer even at 480p but on a good day we don't have this issue. On bad days the video won't even load at its lowest quality setting so we have to watch tv or dvds as its dead.
Currently when gaming on any platform there is major bufferbloat, ping spikes from ranges of 33-300, and packet loss which makes games unplayable (freezes and has to catch back up, unable to move, stuff happening that we don't see on my end). Most of these issues come and go but they are persistent to the point where you would feel like you are playing on European servers due to the delay at times (getting shot around walls, and the kill cams show you were out in the open "But I'm on 33 ping on east coast servers".
Basic information about our usage and network:
- We game/stream on mobile phone, PS4 and PC
- Streaming services like netflix, youtube, twitch and spotify
- We pay for 500 down and 50 up
- The modem is a Coda-4582
- 2 smart tvs, 1 desktop gaming pc, 2 phones, a chrome book, a tablet, a ps4 and a nintendo switch are on the network
Games where the issues occur:
- League of Legends
- Any Call Of Duty Game
- Overwatch
- Fortnite
- PubG
- Apex Legends
- Destiny 2
- Diablo 3
- Monster Hunter World
- Hero Wars
- Minecraft
- Many more that i shouldn't have to list
Downstream Overview Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)1609000000QAM256-1.0001040.9462849000000QAM2561.599240.9463855000000QAM2561.400340.9464861000000QAM2561.500440.3665579000000QAM256-1.000540.9466585000000QAM256-1.000640.3667591000000QAM256-1.000740.3668597000000QAM256-1.099840.3669603000000QAM256-0.799940.36610279000000QAM256-1.799140.36611615000000QAM256-0.7001140.94612621000000QAM256-0.5991240.94613633000000QAM256-0.2001340.94614639000000QAM256-0.5991440.94615645000000QAM256-0.2001540.36616651000000QAM256-0.0991640.94617657000000QAM256-0.0991740.36618663000000QAM256-0.0991840.36619669000000QAM2560.2991940.94620675000000QAM2560.2992040.36621681000000QAM2560.5002140.94622687000000QAM2560.2992240.94623693000000QAM2560.2992340.36624699000000QAM2560.0002440.36625705000000QAM256-0.0992540.36626711000000QAM2560.0002640.36627717000000QAM256-0.2992740.36628723000000QAM256-0.4002840.94629825000000QAM2561.5992940.94630831000000QAM2561.5993040.36631837000000QAM2562.0003140.94632843000000QAM2561.7993240.366OFDM Downstream Overview Receiver FFT type Subcarr 0 Frequency(MHz) PLC locked NCP locked MDC1 locked PLC power(dBmv)0NANANONONONA14K275600000YESYESYES-1.500000Upstream Overview Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth13059600064QAM46.0203640000023699600064QAM45.5204640000032210000064QAM44.7601320000042530000064QAM45.5102320000050QAM_NONE----160000060QAM_NONE----160000070QAM_NONE----160000080QAM_NONE----1600000
OFDM/OFDMA Overview
Channel Index State lin Digital Att Digital Att BW (sc's*fft) Report Power Report Power1_6 FFT Size0DISABLED0.00000.00000.00000.00000.00002K1DISABLED0.00000.00000.00000.00000.00002K
If anymore info is required let me know and I can try to provide it.
Welcome to the Community @DarkCrusade6 & thank you for your post!
Experiencing upload issues can be frustrating but we appreciate your willingness to run tests and troubleshoot with us!
We replied to your private message and we'll continue to assist you through PM. Thanks! 🙂
RogersMaude
Hello!
The problem
When streaming to Twitch, dropped frames consistently reach levels that make streaming not possible (30%+) in the evening. A smaller amount of dropped frames are present during the day. This is even with the stream bitrate set at 2500kbps, which is pretty sad for a 500d/20u internet connection, although I realise streaming is a bit of a different beast. Symptoms on the stream are stuttering, and just total toss for several seconds at a time.
A brief summary of how I ended up here:
My wife and I moved into this house just over 3 years ago. About 2 years ago I decided to take up streaming, since my wife used to do it, and I enjoyed the technical aspect of it as well. I may have streamed for maybe 2 months, but after significant amount of service calls, my issue was never truly resolved, and I was just too tired to continue to fight the Rogers team to get it resolved; it would work perfectly, or almost perfectly, during the day when a tech would come over, and then crash and burn when I'd go to stream that evening. At some point in all this, I did end up having noise on the buried line to my house from the pedestal that caused other issues, but replacing it did not solve the issue with streaming. I ultimately decided to stop streaming, because the connectivity issues made it far too embarrassing and frustrating to bother.
Fast forward to present day, my wife started up her stream again since she isn't able to work as much for medical reasons. Her stream last night was awful, with dropped frames at the 30%+ again, and it felt like every 5 or 10 seconds, the stream would get choppy for 5-10 seconds, and then come back again. At some points full connection was lost for several seconds. Her stream today during the day was significantly better, but she still experienced loss every few minutes, resulting in some choppiness. There were also 2 instances of total loss for several seconds. I started Googling last night, and stumbled across this thread, which gave me some hope!
I have an Arris XB6 Modem, and it is currently in bridge mode to a Google Nest Setup, and wired to a switch in my office we get our internet through a wired connection. When we first saw this issue, we were wired directly to a Hitron CODA-4582, so it's unlikely it's related to my additional hardware. I'm happy to remove those things from the equation if it's necessary.
Troubleshooting Steps
Any help you could provide would be greatly appreciated 🙂
Chris
Hello, @Shleffy.
Welcome to Rogers Community Forums, and thank you for joining this thread.
I appreciate your detailed post; dropped frames can impede the streaming experience. The downstream DOCSIS 3.0 channels are on the lower side of the allowed range, which should not impact your Internet experience. The traceroute indicates the issue is outside our network.
Are you able to bypass your network/router, connect a computer directly to the modem, and run the ping and traceroute? You can leave the modem in bridge mode.
We look forward to hearing from you.
Cheers,
RogersMoin
Hello, @Shleffy
Thanks so much for following up with us regarding this matter.
Based on the traceroute, hop 4 is the last one within the Rogers network. There does not appear to be any latency showing in hops 1 - 4.
It's possible it could be an intermittent issue and may require consecutive traceroutes over a period of 3 - 5 minutes to determine if there is any latency that can be detected within our network.
You could also do the traceroutes to www.google.com as well to determine if there is latency within the Rogers network.
Regards,
CommunityHelps
RogersTony
Thank you @Shleffy.
There is latency on the fifth hop there that exceeds 100ms. Assuming this connection isn't through a third party device (as this would make the results unusable for us) can you reach out to us via PM @CommunityHelps?
There's some additional tests we would like to run to validate the latency. For more information on our PM system click here.
Thanks!
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RogersTony
Losing Bitrate While Streaming To Twitch. This is my second time back to this forum to get some help. For the past month and a half my internet has been having problems streaming to twitch. I've had 4 different techs come to my house and had countless things replaced with still no fix. The techs keep saying there is nothing wrong but I find that hard to believe. When my internet was working I was able to stream at 1080p 60fps at 8000 bitrate. I currently cannot go 10 seconds without dropping a major amount of frames.
I'm not too sure how to find the upstream and downstream chart on the ignite modem so it wont be attached but i do have the twitch traceroute and the ping to google. Any help with this would be greatly appreciated.
Hello, @lethalsniper, @mr_wood, @aasar, & @Koma
Welcome to the Rogers Community Forums! - @aasar 🙂
@lethalsniper - All of our modems are capable of online gaming but I would recommend the latest modem which is the XB6 made by Technicolor which has the Broadcom chipset.
@mr_wood - Thanks so much for providing us with the signal levels to the modem. They appear to be within the optimal specification. Please follow the steps outlined in our Troubleshooting Latency knowledge base article. Please provide us with the results of a ping test and a traceroute to google using the command prompt.
@aasar & @Koma - I can understand how frustrating it is trying to stream when you are dropping frames. We'll need to take a look at the signal levels on your modem to determine if there is an RF issue that may be causing poor performance. Please take a look at our Troubleshooting a Slow or Intermittent Connection and provide us with the signal levels for your modem.
@Koma - Thanks so much for providing us with the traceroutes to Google and Twitch. There does not appear to be any latency over 100 ms in the results you've sent. It's possible this could be an intermittent issue, in that case, you may need to run consecutive traceroutes over a period of 3 - 5 minutes to either Google or Twitch. If you are able to detect latency over 100 ms in any of these tests, please provide us with the results of the tests showing latency so we can review it.
We look forward to reviewing your results!
RogersTony
@RogersTony I was able to run ping tests for both twitch and google for 5 minutes each and saw no intermittent issue with the ping. Attached are the upstream and downstream levels of the modem.
Hey @Koma,
Thanks for your reply! I'm happy that you were able to confirm that there was no packet loss. 🙂
If you are able to detect latency issues (over 100 ms) when running consecutive traceroutes over a period of 3 - 5 minutes to either Google or Twitch please provide us with the results of the tests so we can review it.
Looking forward to your results!
RogersMaude
Would you be interested in becoming a Community Testing Lab member?
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