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Suffering Packet loss

pandemic
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 104.160.131.1:
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

zeny12
I Plan to Stick Around

Hello me again.

 

I had the issue happen again even using ipv4 only. I was so sick of it I called Rogers and they sent a tech.

 

The tech noticed the problem, and decided to cut my cables and then put new heads on them. The problem persisted so he switched the splitter in the basement. The problem still persisted and he noticed the spikes to the CMTS. He also cut the cables somewhere in the back of my house, but the problem was still there. He didn't know what to do and he advised me to call technical support and ask about the CMTS. 

 

I decided to go out and buy a router at staples. I bought a AC1900 router D-Link 878, because I heard good things about it. I have 30 days to return it, and I am testing. 

 

I discovered it lowered my MS by quite a bit running it on bridge mode, however the CMTS is still showing spikes which make me rage really hard in competitive games. 

 

Any advice? I hate calling support because I am on hold waiting for them to pick up...

 

In other news the router is pretty good, and pretty happy with the purchase. 

Re: Suffering Packet loss

Hello @zeny12 and @daveinsurgent,

 

While I'm happy that you were both able to have technicians visit, I'm sorry to see that you still have persistent issues. 

 

Perhaps @Datalink or @gp-se have a suggestion to share before we look into sending someone back out to you?

 

RogersShaun

Re: Suffering Packet loss

@zeny12 run a ping test to Rogers DNS 64.71.255.204.  If you are running a CODA-4582 modem (the big white modem) you will see ping spikes from the CMTS.  Thats a modem issue.  The question is, do you see ping spikes when you ping the DNS?  You shouldn't, but, having said that, depending on your neighborhood and the load on the CMTS, you could see an average that is above a normal 13 to 15 ms range with much higher spikes.  

 

Can you confirm for me that you're running the CODA-4582 modem at the present time.  If so, can you log in and have a look at the STATUS .... DOCSIS WAN tab and see if one of the OFDM Downstream channels is active, which indicates that the modem is running DOCSIS 3.1.   If it is, one channel will be active and the other will be inactive.  The upstream OFDM channels will be inactive as Rogers does not have 3.1 upstream running yet. 

 

It might be time to call on the services of @RogersBob to weigh in here and have a look at everything from the modem to the CMTS and provide any direction that he can in order to solve the problem. 

 

Edit:  if you're running Pingplotter, drop the interval time down to 0.02 seconds and let that run for about 5 min.  You have to override the interval time selection in the upper right hand corner.  Plotting the results on a 1 min plot will show if you're seeing any ping spikes beyond the CMTS.  If you run a ping test to the CMTS, with a 4582 modem, that should definitely produce ping spikes on the plot.  Its just a question of whether or not you're seeing the same behavior beyond the CMTS, and if so, there's a problem somewhere in the path and my guess is at the CMTS. 



Re: Suffering Packet loss

zeny12
I Plan to Stick Around

Hello Datalink. @Datalink

Ok I am doing the ping to the DNS server at the moment, and yes I am now using the CODA modem. As a few seconds running it I've seen a a few 40MS ones and a 71MS.

I cannot login to the Status window anymore because it takes me to the D-Link web browser instead now. I remember seeing a OFDM downstream before though.

 

Edit: Not using pingplotter at the moment I am using the CMD. I can download pingplotter if needed.

Re: Suffering Packet loss

zeny12
I Plan to Stick Around

Ping statistics for 64.71.255.204:
Packets: Sent = 543, Received = 543, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 7ms, Maximum = 88ms, Average = 16ms