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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

teekhart
I've Been Here Awhile

Hello,

 

I've been experiencing serious packet loss while trying to stream to Twitch between 2:00pm-3:30 pm (I usually only stream on weekdays, so I'm not sure about weekends). This has been going on for about a month. OBS (my streaming software) is telling me I'm dropping frames because of the network. I've done everything on my end to try and fix it: I've upgraded the Internet, got a new modem, changed ethernet cables, updated network card drivers, yet I still experience the issue.

 

Every time I call Rogers to discuss the issue I'm told everything is fine on their end and it's my fault somehow. This is beyond frustrating, I've been streaming for over 2 years and have not experienced this issue until recently. I haven't changed anything hardware wise, I haven't suddenly changed streaming settings. 

 

I recently streamed via wifi from PS4 with no issues at around 8:00 pm. The issues seem to be during that 2:00-3:30 time frame. This situation has become beyond frustrating.

Re: Rogers Online Gaming Thread

stockylobster
I Plan to Stick Around

Now that I'm finally getting my gigabit speed. My online games are lagging so much that its making my games unplayable. Games does show I have low ping but it still lags like crazy. Rarely have this issue with the slower speed package (Ignite 250u).  I might need to get them to switch me back to the old package even though it costs more....

 

Games I play: Counter Strike Global Offensive, Overwatch

Re: Rogers Online Gaming Thread

Hey @teekhart and @stockylobster!

 

I can't stand having internet issues, especially when I'm trying to game or stream. I'll be happy to help see an end to this for you as best I can. As there's quite a few things to check and cover would you mind confirming the following for me?

 

1) The connection used is a wired connection to the modem with no 3rd party equipment connected.
2) Can you log into your modem and post the signal levels listed? This will be within the Status section. Be sure to remove your MAC address before posting.

3) When you spoke with technical support, was noise mentioned in your area?

4) Which Internet package speed are you subscribed to? (Gigabit, 500 etc.)

5) @stockylobster, does this occur consistently or only during certain periods?

 

@RogersAndy

Re: Rogers Online Gaming Thread

teekhart
I've Been Here Awhile

1.) My PC is wired into a Rogers Modem, no 3rd party devices.

2.) I'm not entirely sure what specifically you're looking for. The modem isn't very user friendly...are any of these correct? (These captures were taken at 1:30 am, I'm experiencing the issues between 2:00pm-3:30 pm on weekdays)

Modem1.PNGModem2.PNG

3.) When I spoke with Technical support I was told there were a lot of upload spikes in my area and a tickets was opened to look into it. This was about 3 weeks ago, I then went on vacation for a week when, when I came back, the problems continued while streaming. While talking to tech support once again, I was told the ticket was closed because they found no problems, which obviously there is.

 

4.) We have the 500u plan. I upgraded from 250u being told this will help...it didn't.

Re: Rogers Online Gaming Thread

RK16
I've Been Around

Hi there,

 

I am not able to play Fifa 19 online with friends. I looked into several forums and it seems I will need a public IP to able to host a Fifa 19 online friendly game as it is a peer-to-peer connection. Can Rogers change my WAN IP to a public one or is there any other way around this issue?

 

Thanks!

Re: Rogers Online Gaming Thread

Good morning @teekhart!

 

Welcome to our Community!

 

Thank you for sharing those test results. I'd like to take a closer look and run some diagnostics from here before I recommend any troubleshooting steps. Andy and I are the resident gamers on this team so you're in good hands with us.

 

Please PM us @CommunityHelps so that I may further assist. If you're not familiar with our PMing process, you can find instructions here.

 

Regards,

RogersCorey

Re: Rogers Online Gaming Thread

Hi @RogersMoin sorry to piggyback but I've consistently for 3 days gotten 50-70% packet loss in-game playing Counter-Strike: Global Offensive (CSGO) as informed by their network diagnostics. It spikes once, for 1 second, maybe every minute or so. Concurrently, I ran PingPlotter to evaluate the health of my network.

 

Although there were spikes in the competitive game there was no correlation in PingPlotter, hitting www.google.com. I'm beginning to conclude there must be a bad node for the route from me to CSGO's servers.

 

However, I am consistently seeing 30-40% packet loss on the first hop outside my router on any ping test. Be it google, my website, or ping plotter's website.


***Image removed for privacy reasons***

packetloss.JPG

 

I'd appreciate any help as it's very difficult to play competitively with the packet loss conditions.

 

Obviously going to state: I'm on a wired connection, rebooted both computer and combo modem/router.

Re: Rogers Online Gaming Thread

RogersAndy
Retired Moderator
Retired Moderator

Hey @f3ndot!

 

As a gamer and streamer myself who relies on consistency in my internet service for nearly all use aspects, I totally understand how debilitating this can be. Are you able to complete a traceroute using command prompt to the game server you're connecting to? This would give us a more conclusive look at where along the routing the issue lies. Be sure as well to remove your personal IP from the results :).

 

@RogersAndy

Re: Rogers Online Gaming Thread

ddta
I've Been Around

Hi,

 

I've been experiencing what I believe to be packet loss while gaming on PS4 multiplayer games (primarily EA NHL 19, but still occurring on Dead By Daylight and Apex Legends). Started experiencing it late last year, however the "lag" seemed to go away around January, however it's since reappeared throughout the day but worse towards the evening. HD content hasn't been an issue as the household streams a lot of Netflix.

 

NHL 19's basic network connection page is reading between 4-12% packet loss on average per game, with very low ping (20-80 ms)

 

Performing basic ping test gets sporadic results with timeout errors every now and then.

 

Current setup:

- Ignite Gigabit Modem (in bridge mode) -> Asus AC86U -> Netgear switch (GS108E) -> PS4

 

Please advise on what testing software (ping plotter seems to be what I'm seeing a lot of), testing methodology, etc. I should perform to diagnose and hopefully resolve this issue.

 

Thanks in advance!

Re: Rogers Online Gaming Thread

RogersAndy
Retired Moderator
Retired Moderator

Hey @ddta!

 

That packet loss during gaming is definitely concerning, and moreover a significant detriment to your gameplay. I'd definitely recommend from a service provider standpoint testing with a wired connection to the modem if you can. If the issue persists when you bypass the router and the switch then we can start checking to see if this is caused by an RF issue, noise, or equipment. Let us know what the results are direct to the modem :).

 

@RogersAndy

Re: Rogers Online Gaming Thread

jel771
I've Been Around

Huge buffer bloat and internet slowdown tonight.  This is a freshly reset CODA-4582U router, wired connection, nothing else going on it:

 

Capture 210219 2133

 

Same thing happened on the 8th in the evening.  Immense slowdown, completely unable to play games without super lag.  DSL reports had bufferbloat >3k ms.

 

190208 2230

 

My tracert is utterly atrocious, this is just now:

 

tracert to google

 

Please save me!

Re: Rogers Online Gaming Thread

@jel771 can you run the same trace using IPV4 only, just to see if there is any difference.  I don't expect any difference for closely spaces traces.  

 

tracert -4 www.google.com

 

Please post the results.  Your problem starts with hop #2, the Cable Modem Termination System (CMTS).  The CMTS provides control over, and data services to the various modems connected to it.  The routing is from the CMTS to the local node to your modem, so, either you have congestion at the local node or at the CMTS.  

 

The best way to see this is graphically.  You could download pingplotter and use that to ping Rogers DNS, both in IPV4 and IPV6.  Pingplotter will run for 14 days in Pro mode before it kicks down to a limited freebie mode if you don't buy a Pro or Standard licence.  The standard licence is limited to viewing 2 days of data and doesn't show the jitter.  No loss in either case. 

 

Pingplotter and the white CODA-4582 modem don't play well together due to a timing issue within the modems firmware.  The result is to show abnormal high response times if you ping hop #2 only.  This only serves to complicate troubleshooting latency issues.  Pinging Hop #2 works for packet loss issues, but not for latency issues.  So, the next best target is the DNS, which keeps the target within the Rogers network.  The question at this point is whether or not any congestion at the local node or CMTS results in high times from the DNS.  If you want to see the high response times from the CMTS, use Hop #2 as your target and manually enter 0.05 into the Interval entry window.  Let that run and you will see the high response times.  That problem was introduced in firmware version 2.0.10.27 and its remained ever since.  That forces users to ping the DNS for troubleshooting purposes.  Beyond the CMTS however, there is no effect when you run a ping test to any other target IP address.

 

The one major problem with Pingplotter is that the plotted data is averaged when there is more data than can be shown as individual vertical pixels.  So, as you move up in time, from a 60 second plot to 5 min, 30 min .... 24 hours, etc, you are cramming more and more data into a fixed horizontal area, so, Pingplotter averages the number of data points at each individual horizontal pixel point.  The result is that the plot looks better and better as you scale up in time.  The high ping times are lost, which is not what you want to happen in cases such as yours.  Ideally Pingplotter should preserve the low and high times on the plot, personal opinion .....

 

So, to counteract the averaging problem, right click on the column title bars to bring up the menu, and select MAX and ERR for display.  Drag those columns to the right to sit beside the MIN column.  Leave the Focus time on auto, so that the upper text data time period matches the plot time period.  When you get to a point where the plot data is averaged, the text data will show the true MAX time response for the plotted data.  The ERR count is the number of packet loss instances within that period, so, if you had any packet loss from your home to the local node, that will show the count of those instances.  The plot will show red loss points.  

 

So, leave the ping interval at 2.5 seconds for now.  Ping the DNS.  Ignore the packet loss indications from the modem and CMTS, as shown in the upper right hand Latency area.  

 

Ok, so, let that run for 24 hours.  At 2.5 second ping intervals, you can display the whole day without running into plot averaging.  At less than 2.5 second ping intervals you will run into plot averaging.  

 

The question here is what does the response time look like in the very early morning hours, versus the heavy use after school and evening times.  You should see an average to the DNS of approx 9 to 12 milli-seconds with occasional higher ping times.  Don't be surprised to see higher times in the after school and evening time periods.  The question is, are those high times persistent, or are they occasional?  The problem with the trace is that its just a snapshot in time.  You really need to see the full day to understand what is typical for your location.  Pingplotter will provide that full day's plot, providing you don't run into plot averaging by running an interval less than 2.5 seconds. 

 

When you are done with a test, save the data so that you can look back on it at a later date.  Go File .... Export Sample Set ... All Data.  Save that to some appropriate location with a numerical system to keep the files in order.  I'm going to assume here that you might run more than one test down the road.  You can also use the Edit ... Copy as Image to copy the image data to the clipboard and then dump it into something like Microsoft Paint to save it.  I personally prefer taking a screen shot using Ctrl + Alt + Prt Scrn as it captures the interval setting and focus time, whereas the built in capture doesn't.  That data helps me when I look at someone else's pingplotter screen shot.  

 

Here's the Rogers DNS addresses that you can use for ping test purposes.  

 

IPV4:

 

64.71.255.204
64.71.255.198

 

IPV6:

 

Primary IPv6 DNS:

 

2607:f798:18:10:0:640:7125:5204

 

Secondary IPv6 DNS:

 

2607:f798:18:10:0:640:7125:5198

 



Re: Rogers Online Gaming Thread

pranoyTen
I've Been Here Awhile

I have been having super high ping spikes with consistent high ping in League of Legends.  I used to be at 30 - 35 ping before but now I m consistently getting 50 with ping  spikes of around 200 - 300.  I contacted Rogers Support and everything on my end seems to be working good.  Then I contacted Riot Support and I was told that they have been getting a lot of reports of high ping from players on a rogers connection.  I did a bunch of WinMTR tests which the riot support asked me to do and assured me that the issue is on rogers end.  Who do i need to contact for this issue to be resolved?

Re: Rogers Online Gaming Thread

Hey @pranoyTen,

 

Welcome to the Rogers Community Forums and thanks for your first post!

 

Ping spikes of 200-300ms would definitely cause some issues while gaming. Are you able to provide the traceroutes that Riot's Support had you do? (Please make sure to redact your personal IP address from the screenshot if you do) That will let us see which hops are giving you the high ping. 

 

Also, have you tried shutting down your Wi-Fi and directly connected your PC via Ethernet? That would rule out any other devices on your home network that might be causing the ping spikes.

 

We look forward to your reply!

RogersTim

Re: Rogers Online Gaming Thread

pranoyTen
I've Been Here Awhile

Hi @RogersTim

Yeah I have been running on wired connection and here are the three WinMTR test that Riot Support had me run and an additional screenshot of how they explained it to me.

 

I hope i hid the right info.

 

104.160.131.1 - SS.JPG192.64.170.252 - SS.JPGgoogle.com - SS.JPGInked2d3e433163d105f0c920c2d978e382b49fc1e3c1_LI.jpg

 


Edit: Bigger Pictures

Re: Rogers Online Gaming Thread

RyzenFX
I'm a Reliable Contributor

@pranoyTen wrote:

I have been having super high ping spikes with consistent high ping in League of Legends.  I used to be at 30 - 35 ping before but now I m consistently getting 50 with ping  spikes of around 200 - 300.  I contacted Rogers Support and everything on my end seems to be working good.  Then I contacted Riot Support and I was told that they have been getting a lot of reports of high ping from players on a rogers connection.  I did a bunch of WinMTR tests which the riot support asked me to do and assured me that the issue is on rogers end.  Who do i need to contact for this issue to be resolved?


@pranoyTen @RogersTim 

Riot support is correct, because I have been getting the same problem as well. I used to be averaging a ping of 29ms, but now I am consistently getting a ping of 50ms. There could definitely be a problem on Rogers' end because my modem stats are all in-spec and I am always getting a consistent speed test result for my internet plan.  For reference take a look at my tracert to one of the Riot's servers. The IP I am pinging is 192.64.170.1.

 

3 11 ms 8 ms 7 ms 8082-dgw02.mtnk.rmgt.net.rogers.com [67.231.221.185]
4 19 ms 18 ms 7 ms 3000-dgw01.mtnk.rmgt.net.rogers.com [209.148.232.58]
5 11 ms 10 ms 8 ms 209.148.229.81
6 11 ms 16 ms 19 ms 9404-cgw01.ym.rmgt.net.rogers.com [209.148.233.90]
7 54 ms 54 ms 51 ms 209.148.235.93
8 52 ms 49 ms 47 ms 206.223.119.235
9 49 ms 44 ms 46 ms 104.160.131.44
10 50 ms 49 ms 52 ms 104.160.131.101

 

There could be a peering issue between Rogers' servers and Riot's servers because if you look at nodes 6 and 7, the ping increases suddenly from 11ms to 54ms. Not sure why this is happening, but if you can foward this to the department responsible for server routing that would be great. Smiley Happy

 

EDIT: The IP I am using to trace my route to the Riot Games server is from https://support.riotgames.com/hc/en-us/articles/201752674-Network-System-and-League-of-Legends-Logs. If you scroll down to the "TRACERT" drop down menu, it gives the IP is given to the North American server, which is what we are connecting to. 

Re: Rogers Online Gaming Thread

Hey @pranoyTen!

 

Thanks so much for the testing results :).

 

Would it be possible to provide me with a traceroute using command prompt? Though WinMTR can be useful there's been notable discrepancy with results versus actual latency. This could be related to a timing issue but that wouldn't be a concern with command prompt. If the results through CMD though are consistent with your results in WinMTR showing latency impact on any hop outside of the Rogers network this can be tracked for you and with time could be resolved. Should the latency be visible within the Rogers network though I can track that and have it resolved for you relatively quickly.

 

If you do have any other questions though definitely let me know!

 

@RogersAndy

Re: Rogers Online Gaming Thread

pranoyTen
I've Been Here Awhile

Hey @RogersAndy 

 

Sorry about the late response but the Riot Servers were super busy and I wasnt able to ping them 

 

But here it is

 


Tracing route to 192.64.170.1 over a maximum of 30 hops

1 1 ms 1 ms 1 ms hitronhub.home [192.168.0.1]
2 16 ms 16 ms 170 ms My IP
3 6 ms 12 ms 141 ms 8082-dgw01.hnsn.rmgt.net.rogers.com [69.63.255.29]
4 17 ms 13 ms 14 ms 209.148.235.65
5 20 ms 17 ms 150 ms 9404-cgw01.ym.rmgt.net.rogers.com [209.148.233.90]
6 23 ms 27 ms 18 ms 209.148.235.101
7 100 ms 100 ms 106 ms 206.223.119.235
8 24 ms 27 ms 186 ms 104.160.131.44
9 23 ms 29 ms 21 ms 104.160.131.101
10 39 ms 34 ms 176 ms 192.64.170.1

Trace complete.

 

Here is an image for better readability.Annotation 2019-06-28 221646.png

 

I pinged the same ip mentioned in 

https://support.riotgames.com/hc/en-us/articles/201752674-Network-System-and-League-of-Legends-Logs

by @RyzenFX 

Re: Rogers Online Gaming Thread

Hey @pranoyTen!

 

Thanks so much, so there definitely looks to be latency occurring within the Rogers network there. At this time I'd like you to send us a PM @CommunityHelps so I can look into this further for you. I'll have the ability to run the traceroute directly from your modem to validate the results. If that checks out a ticket can be escalated for you to our network team. 

 

No worries, I'll get to the bottom of this for ya. 

 

f you're not familiar with our PMing process, you can find instructions here.

 

@RogersAndy

Re: Rogers Online Gaming Thread

expodonent
I Plan to Stick Around

also been having latency issues here for the past 2 months now.

during the hours of 3pm - 1 am and randomly during the other hours, latency will jump to around 50ms and also spike even higher every few seconds up to 150ms.  ping from 1am - 3pm is usually pretty stable at around 15ms average.

had 2 technicians come to verify my side of things, which are are in order so its definitely on rogers end.

this is becoming ridiculous, calling rogers yields no help and even had a person get impatient with me because he blamed the issue on my router and the fact that my modem was in bridging mode even after i told him i have the same issue with connecting my PCs straight to the modem without bridging mode.

 

currently having this issue in CSGO as that is all i'm playing, but it was the same issue in PUBG.

what tests do i need to run to provide more information if needed?

Re: Rogers Online Gaming Thread

Hey @expodonent!

 

Welcome to the community!

 

Latency over 100ms is certainly an issue and a very visible one when gaming. It's an incredible detriment to the experience intended. The good news though is that getting to the bottom of it isn't impossible. To identify if the issue is occurring within the Rogers network we'll need a traceroute run during a time of impact (preferably while the game is running, if possible). This traceroute should be run using command prompt, with a wired device direct to the modem, to the ingest server of the game you're playing. If any hop within the Rogers network (typically the first 4-6) is showing latency that exceeds 100ms than this can definitely be escalated and investigated by our network team.

 

If you require assistance with running the traceroute or require the necessary IP address you can reach out to the game's support directly and they should be able to walk you through the process.

 

At your convenience I definitely recommend providing us here with the traceroute results. Please be sure to remove your personal IP (99.xx) and MAC address if visible prior to posting.

 

Looking forward to getting to the bottom of this issue with you expodonent! Definitely let us know if you have any further questions!

 

@RogersAndy