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Rogers Online Gaming Thread

RogersMargaret
Community Manager (Retired)
Community Manager (Retired)

Hi Community,

 

Welcome to the official Rogers Online Gaming Feedback thread! We will use this thread as a central point to discuss anything related to your online gaming experience on the Rogers network.  Our @CommunityHelps team will be here to help as usual.

 

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 with 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.

 

Game on!!

607 REPLIES 607

Re: Rogers Online Gaming Thread

expodonent
I Plan to Stick Around

all done right after each other

 

tracert.png

 

Re: Rogers Online Gaming Thread

expodonent
I Plan to Stick Around

compare to middle of the night when i'm not lagging

tracert2.png

Re: Rogers Online Gaming Thread

@expodonent I don't want to get into the downstream timing at this point, @RogersAndy can dig into the downstream server performance as there's nothing that customers can do except complain about poor server performance.  I'd like to point out the high times for hop #1, which should be your modem (in gateway mode) or router.  Assuming that you're using the modem in Gateway mode, or a modem in Bridge mode with a follow on router, your first hop should be either one of those, and the ping time should be less than one second.  Do you happen to have a bandwidth hog on your network who is streaming high def videos or uploading traffic to some site?  

 

Here's an example, pinging the same target:

 

Tracing route to 149.56.126.94 over a maximum of 30 hops

1  <1 ms   <1 ms   <1 ms router.asus.com
2   11 ms   13 ms     9 ms 174.112.xxx.x
3   10 ms     9 ms     8 ms 67.231.221.73
4   14 ms   13 ms  16 ms 209.148.236.165
5   18 ms   17 ms  20 ms 9300-cgw01.bloor.rmgt.net.rogers.com [209.148.229.225]
6   18 ms    16 ms 18 ms 209.148.235.26
7   * * * Request timed out.
8   28 ms   46 ms   26 ms be105.bhs-g2-nc5.qc.ca [192.99.146.48]
9   * * * Request timed out.
10 29 ms  29 ms   27 ms be50-7.bhs-3b-a9.qc.ca [198.27.73.98]
11 24 ms  25 ms   24 ms 149.56.126.94

Trace complete.

 

To copy the data from the trace, right click on the top bar of the command prompt window, select - Select All, then right click again on the top bar of the command prompt window, select - Copy.  You can then paste that data into a text editor or post and delete any extraneous data from the trace.  This also works for ping results or any other command prompt type information.  



Re: Rogers Online Gaming Thread

sam1011
I've Been Here Awhile

Good Folks, I'm an absolute networking noob and was hoping to find some help here. Ive been having a lot of connectivity issues on my PS4 - Connection Lost - I have an upload speed of 2 - 4 mb on a wired connection on the ps4. I tried to do a ping and i got 100% packet loss. Also im not sure how to do the trace test that was mentioned here.

Re: Rogers Online Gaming Thread

expodonent
I Plan to Stick Around

hmm, the high times on hop #1 is only when my modem is in bridging mode. even if i only have 1 PC connected to it with no activity present aside from the tracert.

factory resetting it to gateway mode, the tracert shows hop #1 to be 1ms 1ms 1ms.
this is weird? bridging mode normally should not cause the first hop to be so high?

 

tracert nb.pngtracert nb.png

Re: Rogers Online Gaming Thread

@expodonent were those original traces done with the pc connected directly to the modem with the modem in Bridge mode?  If so then they do make sense as the modem would not be seen in the trace.  What you would see is the CMTS as IP address #1, followed by the rest of the trace.  The response time from the CMTS is typically around 8 to 13 ms, although, in high load time it would be possible to see higher response times.  If you ran Pingplotter at 1 second ping intervals over a 24 hour period you would see the lowest response times very early in the morning, around 2 to 6 am, and the highest times around 3 to 4 pm when kids return home from school, and then later in the evening, around 7 to 11 or 12 pm when families are home, gaming, streaming, etc, etc.  

 

So, its not a matter of the Bridge mode times being so high, it more a matter that your looking at a different response point in Hop #1.  

 

For a modem in Gateway mode with a direct connection to the modem:

 

1.  Hop #1 is the modem

2.  Hop #2 is the CMTS

 

For a modem in Bridge mode with a follow on router and a direct connection to the router:

 

1.  Hop #1 is the router

2.  Hop #2 is the CMTS  (the modem does not show up in the trace)

 

For a modem in Bridge mode with a direct connection to the modem:

 

1.  Hop #1 is the CMTS

2.  Hop #2 is the first server enroute to the target IP address. 

 

Note, I really don't recommend this last configuration as it leaves the connected device wide open to the internet.  That also leaves the device open to the constant probing that occurs from miscreants located around the world.  Its typical to see several probes per minute, probing a variety of ports and protocols.  Anyone running in this configuration has be completely sure that the device can protect itself, or, be running a device that can be instantly reloaded from scratch in the event that its compromised due to the external probing. 

 

One of the moderators will have to approve the images that you just posted.  Until then, they're not visible to anyone else. 

 

Please note the following instructions from the previous post, so that you don't have to post an image:

 

To copy the data from the trace, right click on the top title bar of the command prompt window, select - Select All, then right click again on the top title bar of the command prompt window, select - Copy.  You can then paste that data into a text editor or post and delete any extraneous data from the trace.  This also works for ping results or any other command prompt type information.  That paste process will paste in the text data.  It may not line up exactly as was seen in the source data, but, it'll be close enough to be understood. 

Edit:  @expodonent with the modem in Gateway mode, can you ping Hop #2's IP address.  Let that run for an hour and then post the results.  The ping command is:  ping -t xxx.xxx.xxx.xxx
Use Ctrl +c to stop the test.  
You can also use:  ping -n 3600 xxx.xxx.xxx.xxx
which will run one ping every second for one hour and then automatically stop.
Your second hop response time is pretty high, so, I'd like to see the average, min and max times after a one hour run.  Are you in a house, apartment / condo / highrise, etc, etc ..... ?


Re: Rogers Online Gaming Thread

@sam1011 what modem are you running, a black Hitron modem, where the model number is seen on the back of the modem?  It will be a CGN3xxxxx model number.  

 

If you have the white Hitron modem, it will be a CODA-4582 as indicated on the back of the modem. 

 

If you have the new Ignite TV service, the model will be on the bottom of the modem.  It will be an Arris or Technicolor modem.

 

Do you have a desktop connected via ethernet that you can use for speedtests?  The problem will running a speedtest via gaming console is that it will use the console companies servers for speedtests, which have shown to be rather lacking in past examples. 



Re: Rogers Online Gaming Thread

sam1011
I've Been Here Awhile
@Datalink thanks a lot for the reply - it is the CODA 4582. Using a laptop, i got an upload speed of 16mb vs 2-4mb on the PS4 console. Is there a way to get a better upload speed on the ps4?

Re: Rogers Online Gaming Thread

@sam1011 what internet plan are you on, 150/15, 300/20 or 1 Gb/s / 30 Mb/s ? There have been numerous changes to the internet plan and modem combos that I've lost track of what modem goes with what plan. 



Re: Rogers Online Gaming Thread

sam1011
I've Been Here Awhile
@Datalink I have the Rogers Ignite Gigabit Internet

Re: Rogers Online Gaming Thread

sam1011
I've Been Here Awhile

@Datalink  I was playing around in the modem and found the ping and trace thing, no clue what this means. I pinged against my ps4 static IP.

 

Result

PING 192.168.0.31 (192.168.0.31): 56 data bytes
64 bytes from 192.168.0.31: seq=0 ttl=64 time=0.000 ms
64 bytes from 192.168.0.31: seq=1 ttl=64 time=0.000 ms
64 bytes from 192.168.0.31: seq=2 ttl=64 time=0.000 ms
64 bytes from 192.168.0.31: seq=3 ttl=64 time=0.000 ms

--- 192.168.0.31 ping statistics ---
4 packets transmitted, 4 packets received, 0% packet loss
round-trip min/avg/max = 0.000/0.000/0.000 ms
=============Complete==============

Re: Rogers Online Gaming Thread

expodonent
I Plan to Stick Around

the original traces were done with PC connected directly to the modem with modem in bridge mode.

i did not plan to run the last configuration as i understood the risks of doing so.

i'm in a house.

 

here's the ping results of 1 hour:

results 

 

did another hour and average went up to 41ms, which was later in the evening

Re: Rogers Online Gaming Thread

Hey @expodonent!

 

I would definitely recommend reaching out to us via @CommunityHelps so we can take a closer look. It does seem like there's a latency issue and we'll work with you to identify where it's coming from. To find out more about our private messaging system you can check out our Blog.

 

@RogersAndy

Re: Rogers Online Gaming Thread

Qingkat
I've Been Around

I don’t know if it’s my luck or Rogers have bad internet service during winter time, every time I a intense gaming session Rogers has failed to keep me connected to my gaming and I pay over 150$ for this *ignite so called best internet* and I live in the middle of the city and this not onky happened once it’s many times already.

Re: Rogers Online Gaming Thread

Hello @Qingkat,

 

Welcome to the Community!

 

I can imagine how connecting issues can put a damper on the gaming experience. Have you had a chance to speak to our tech support team? Do you have an open ticket for this issue?

 

 

 

RogersZia

Re: Rogers Online Gaming Thread

Droid4x7325
I've Been Around

So I am having some problems with connecting to the fortnite servers and I live in the downtown Brampton area.  what happens is I get ping spikes.  I get 300mbps which is really good speed.  on fortnite I get about 30 ping which is what I usually get but then it spikes all the way to 300 ping and then goes back down and this happens almost every minute.  I thought I was the only person having this problem but my cousin has the same exact problem even other people in my neighborhood.  I have unblocked all the ports and nothing is working and know I believe this is on rogers end.  

 

Rogers please improve the internet so we do not get any ping spikes.

(Removed Personal Info - RogersTony)

Re: Rogers Online Gaming Thread

drfdfdf
I've Been Around

Been having issues with the internet ever since i switched to Ignite. Modem is constantly disconnecting - 2-3 times/hour going down for about 10 min at a time. When it does work i get stable ping for about 2-3 min at a time before it spikes to 300ms.  Basically the service is unusable!

I have had 5 techs at my house, about 50 calls to tech support, and about 100 hours wasted talking to Rogers.

The in-home techs have take the following actions:

- add a splitter

- remove a splitter

- add a filter

- remove a filter

- replace the modem

 

the problem persists. Today i was on the phone with CET and the manager said he has never heard of the modem causing lag or ping however "he would be the first to hear about it" seems like Rogers is a joke at the end of the day.

They provide zero solutions but keep charging me for Gigabit internet monthly. I'm not sure if this is even legal as i have home security as well and the internet is on for about 50% of the time. Can you even sell home security that works 50% of the time??? 

 

Just wrote this post to help everyone else that is experiencing the same problem. They have no clue what is going on.

 

After doing extensive research and reading about the same issue on Comcast forums, I can say confidently that Rogers has no idea of this issue and are in the process of switching all their customers to the ignite platform (without a way of ever going back to legacy). 

The modem is the problem and they refuse to acknowledge that.  A google search on "Technicolor modem constantly disconnecting" will get you 1000s of results. There aren't enough of us in Canada to get Rogers's attention. 

Re: Rogers Online Gaming Thread

Hey @drfdfdf!

 

Welcome to the community, and thanks so much for reaching out to us via PM @CommunityHelps. We'll be happy to assist in identifying what's going on.

 

@RogersAndy

Re: Rogers Online Gaming Thread

Rogers support refusing to acknowledge inconsistent ping

 

My ping is never consistent through a wired connection. Rogers insists it all looks good on their side. But It's pretty clear to me something is wrong.

 

Ping test done with ethernet:

https://imgur.com/Yj66tu6

 

Ping test done with mobile hotspot (USB connection) :

https://imgur.com/VEluA2F

 

technician ran a new line to our house 2 days ago. havent had packet loss spikes since then, but ping is still unstable and it makes gaming awful

Re: Rogers Online Gaming Thread

ignOred
I'm Here A Lot

I've been dealing with packet loss & ping issues for the past YEAR without a resolution.

 

I've had over eight techs come in and insist everything is fine, and I'm about to lose it.

 

Who can actually help me fix this? I'm just going to go to Bell if nobody can.

 

PLEASE for the love of God, can someone help me? I would like to stay with Rogers but I'm nearing my wits end. I do NOT want another tech visit - every time they come they do nothing and say it's fixed. (Plus with the virus out there I cannot allow anyone in anyway). I just want someone to collect the necessary information from me so they can escalate the ticket to the right people.

 

Thank you.

Re: Rogers Online Gaming Thread

duquec
I've Been Here Awhile

Just switch to bell if you can. I pay for the 500 package and my upload speeds have been terrible for as long as I can remember. I get packet loss and ping spikes as well I can't even play games online anymore because I have an upload speed of 1-4 mbps it's a joke. Rogers says the issue is in the area and they're working on it but no ETA can be provided.