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Suffering Packet loss

I've Been Around

Hello, I have contacted tech support a few times and techs have come out to check my cables. The techs say that the signal strength is good and I do receive the advertised speeds 100/10, but I suffer packet loss. I also get dropped from Skype calls at the same times I am lagging on League.... I am not sure what the issue maybe, any advice?


Stats from the modem, it is in gateway mode and I am on a desktop connect through ethernet.
Ping statistics for
Packets: Sent = 1000, Received = 870, Lost = 130 (13% loss),
Approximate round trip times in milli-seconds:
Minimum = 21ms, Maximum = 146ms, Average = 31ms
Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 651000000 256QAM -8.700 10 37.356
2 591000000 256QAM -6.100 1 38.605
3 597000000 256QAM -7.000 2 38.605
4 603000000 256QAM -6.400 3 38.983
5 609000000 256QAM -6.800 4 38.605
6 615000000 256QAM -6.900 5 38.983
7 621000000 256QAM -7.400 6 38.605
8 633000000 256QAM -8.200 7 37.636
9 639000000 256QAM -7.600 8 37.636
10 645000000 256QAM -8.900 9 37.636
11 657000000 256QAM -9.300 11 37.356
12 663000000 256QAM -9.400 12 37.356
13 669000000 256QAM -9.400 13 35.084
14 675000000 256QAM -9.400 14 36.387
15 681000000 256QAM -9.600 15 37.356
16 687000000 256QAM -9.800 16 36.610
17 693000000 256QAM -9.800 17 36.610
18 699000000 256QAM -10.900 18 36.387
19 705000000 256QAM -10.200 19 36.610
20 711000000 256QAM -10.600 20 36.610
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID BandWidth
1 23700000 ATDMA - 64QAM 40.250 7 6400000
2 30596000 ATDMA - 64QAM 40.250 6 6400000
3 38596000 ATDMA - 64QAM 40.250 5 3200000
201 REPLIES 201

Re: Suffering Packet loss

I Plan to Stick Around

The tech guy came here, and fixed the upstream. But works for 4 hours and now I am without internet. I called rogers again and they will send another tech in 2 days 😞 

Before I had Internet but with alot of loss.. and now I am Zero Internet. 



Re: Suffering Packet loss

For about a week now I've had ping spikes reaching 1300ms while pinging the address and random packet loss, I also pinged the rogers dns 50 times with 7 packets lost but normal pings.


Replaced my router, had tech support over here to my home and they say they cant find a problem the guy that came changed a single cable and was nice enough to replace a nice long one to but still the problem persists.


Replaced the LAN cables unplugged all other machines even and still nothing.


Beginning to loose my paitence with tech support

Re: Suffering Packet loss



1.  Are you in a house or apartment/condo/highrise type of building?


2.  If you are in a house, did the tech replace the external cable, whether it runs overhead from the nearest utility pole or underground from a local pedestal?


3.  Run the following to check for packet loss to the Cable Modem Termination System, which would most likely be caused by cable deterioration with your external cable:


     a.  Run a trace to anywhere, google for example:   tracert

     b.  Use the second IP address as a ping target, which is the CMTS.  If the modem is in Gateway mode or the

           modem is in Bridge mode with a router behind it, the second IP address is the CMTS.

     c.  Ping that second IP address for a considerable amount of time.  Minimum time, one hour.  Max time,

          much longer.

     d.  Ignore the high ping times if you happen to have a Hitron CODA-4582.  That's the result of a firmware

          change from version .27 and doesn't affect any target beyond the CMTS.  At this point, we're looking

          for packet loss.


If you happen to have packet loss more than 1%, then you have cable issues, personal opinion.  Your packet loss should be below 0.1%.   If you have higher packet loss, then I would presume that the tech didn't replace the external cable or install a temporary cable.  Call tech support and complain once again about the packet loss issue.   Call as many times as it takes.  After two contractor visits, you can request a senior tech visit (real Rogers tech), who should be able to resolve the problem or call in a maintenance crew if that is what it takes to resolve the situation. 


Re: Suffering Packet loss

1 - Living in a brand new apartment building, the problem just suddenly came out of nowhere.

3 - running a ping test with google should take well over a hour to finish ill post the results after its done if needed but fingers crossed it fixes itself today.

Re: Suffering Packet loss

Don't bother with a test to google.  Run the test to the CMTS or in your case to the Multiple Dwelling Unit (MDU) which the apartment might have instead of a CMTS.  That depends on how large the apartment building is. 


Running a ping test to the CMTS or MDU avoids any type of network issue that might be at hand.  This type of testing should be run in stages with the following targets:


1.  Modem or router

2.  CMTS or MDU

3.  Rogers DNS

4.  External target.  


Each stage should be run for a considerable amount of time and should prove that there is no packet loss to the target in that stage, before moving on to the next stage.  


Running any test to a target such as google, prior to running the tests that I'm suggesting runs the risk of combining local packet loss issues with network issues.  Separating the two potential issues can't be done by a contractor tech.  So, its important to determine where the packet loss is occurring in order to adequately address the issue. 


In your particular case, if the building has one or more MDU's, its possible that the port or MDU that you're connected to has a technical problem.  An easy resolution might be to switch you to a different MDU, if that is possible.  If there is an MDU issue, then a qualified tech will be required to address it.  I suspect that contractor techs aren't qualified to replace MDU's. 


Edit:  are you running the ping test via ethernet or wifi?   This type of testing should always be run via ethernet.  Having said that, running a wifi ping test to the modem or router is a good test to determine just how lousy a wifi connection can actually be.  But, a wifi ping test shouldn't be run beyond the modem or router due to losses incurred between the test platform and the modem or router.