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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

If you've had a couple of tech visits already, and previous tickets on the go, then the next step is to send a pm to @CommunityHelps which is the group address for the mods.  They can escalate the issue to the senior tech staff and hopefully get the ball rolling to sort this out.  Its possible that the maintenance staff might need to become involved, so, this might not be a quick fix.  But first, contact the mods thru the address above and go from there.  Patience and persistence I think are the key works, especially persistence. 



Re: Suffering Packet loss

tehnatural
I Plan to Stick Around

Packet Loss During the Evening in Downtown Ottawa

 

I have been dealing with this issue for about a year now I'm hoping someone here can help out. I have made so many calls to Rogers and have technicians out to my place more times then I can count. The story is pretty much the same for every ticket that I open. They verify that I am indeed experiencing packet loss and usually check my neighbors and claim they are experiencing this issue too - The ticket is escelated and closed shortly there after without ever really solving the problem. I've had numerous technician visists to my house and they even replaced the line coming into my building yet every night its the same thing... packet loss.

 

winmtr.PNG

modem.PNG

Re: Suffering Packet loss

tehnatural
I Plan to Stick Around

Just a quick update here is a couple back to back results from speetests on a 300MB/s connection...

 

http://www.speedtest.net/my-result/5023600244

http://www.speedtest.net/my-result/5023597582

Re: Suffering Packet loss

I'm surprised that @RogersMoin didn't respond to your post.  Your downstream signal levels are too high. That also surprises me given your indication of numerous tech visits.  First thing that needs to happen is drop the signal levels.  Next is to figure out the area issue.  Your next step is to send a pm to @CommunityHelps so that the mods can start yet another escalation, and hopefully get the right staff involved to resolve the issue.  Follow the @CommunityHelps link and use the link on the right hand side to "send this user a private message".  One of the on duty mods should get back to you later tonight.

 

For an area issue, my guess is that the maintenance staff will have to become involved.  Are you in an apartment, or in a house, as that does make a difference in what modem connects to and the signal levels that could result.  I drive through the downtown area every once in a while, so I'm slightly familiar with that area.  Given the overall age of the downtown area, I would think that the neighborhood cabling has been around for a while, so that itself could be a major part of the problem.

 

You should be calling in everyday that you see packet losses.  Same for your neighbors.  The more calls that go in, the faster this will be resolved.  Be patient (yup, I understand thats tough) but persistent.  Ensure that your complaints are recorded on file. 

 

 

Edit:  What are you using for your DNS?  I'm in Stittsville, in the west end and here is what my route to google.ca looks like.  I use OpenDNS which is 208.67.222.222 and 208.67.220.220.  The path resolution is the same for WinMTR or Pingplotter.

 

Target Name: www.google.ca
                    IP: 209.148.199.182
    Date/Time: 2016-01-23 7:46:28 PM to 2016-01-23 7:53:41 PM

Hop Sent Err PL% Min Max Avg  Host Name / [IP]
 1     111   0    0.0   0         0       0    [10.0.0.1]
 2     111   0    0.0   7       73    12    [7.11.164.173]
 3     111   0    0.0   8       44    12    [67.231.220.25]
 4     111   0    0.0   8       29    12    [24.153.7.230]
 5     111   0    0.0   9       26    14    van58-9-231-77.dynamic.rogerstelecom.net [209.148.231.77]
 6     111   0    0.0   9       24    13    van58-9-231-70.dynamic.rogerstelecom.net [209.148.231.70]
 7     111   0    0.0   8       30    11    cal58-5-199-182.dynamic.rogerstelecom.net [209.148.199.182]

 

 



Re: Suffering Packet loss

tehnatural
I Plan to Stick Around

I recieved a call from Rogers today and they verified that they believe the problem is on thier end. They said the problem was to do with network infrastructure and there was such a high percentage of noise in the neighborhood it was causing a loss of data.

 

The last technician who was here (2 days ago) claimed that the other tech use a wrong attenuator and replaced the one he had installed with this current one to fix signal issues.

 

I'm in a townhouse, so I assume its similar to a small apartment building?

 

I've probably made somewhere in the ballpark of 50 phone calls to Rogers about this issue but I will increase the frequency of my phone calls on your advice if this latest attempt does not fix problem.

 

As for DNS 209.148.131.7/12 - Are you suggesting I use OpenDNS?

 

Thanks for the timely response. I didnt expect one so soon!

Re: Suffering Packet loss

Ok, do you have a ticket number that you can use to call tech support and enquire on the progress of the issue?  If not, keep calling back and in the course of the conversations to check on the progress, obtain the ticket number. 

 

If there is an attenuator in place, it needs to drop the signal levels more than what it does at the current time.  That's one issue that requires attention as well.

 

Try OpenDNS or Google's DNS 8.8.8.8 and 8.8.4.4 as your DNS servers and see what difference it makes to your routing.  It may not solve the packet loss issue, but maybe it will shorten the path to the end servers.  There have been complaints in the past about the performance of Rogers DNS, so, just for test purposes, try one of the others.

 

 

 



Re: Suffering Packet loss

tehnatural
I Plan to Stick Around

I did write down the ticket number - it has been open for well over a month now. I have another tech visit scheduled for tomorrow to hopefully fix signal issues for good.

 

On your advice I tried both OpenDNS and Google's DNS options vs Rogers. There wasn't anything significant to note about fixing the packet loss it stayed roughly 15% across all attempts. However, packet response time was significantly reduced. Average response times of a "ping google -t" for Rogers DNS was 33ms and OpenDNS achieved 13ms, google tailed closely with 15ms. I have yet to do more real world testing but inital results are very good for response time.

 

Here are results of a simultaneously running WinMTR with the different DNS settings:

RogersDNS

monday - rogersdns pass1.PNG

monday - rogersdns pass2.PNG

monday - rogersdns pass3.PNG

 

OpenDNS

monday - opendns pass1.PNG

monday - opendns pass2.PNG

monday - opendns pass3.PNG

Re: Suffering Packet loss

Hi all, I've been having this issue since the beginning of February. Hopfully someone can diagnose this issue. I'm authorized to return the modem, but I want some answers first.

 

ISSUE: Some websites will not load, or load very slowly. The websites affected are very random. The entire household (about 10 computers, 1 is on ethernet) experience the same issue.   

Examples: 

(1) YouTube videos -  Some will load instantly, others will take up to 3 minutes (and longer) to load. 

(2) Rogers.com - a prominent one that works when it wants to. On Google Chrome, I'll get the error "ERR_CONNECTION_TIMED_OUT" if the site doesn't load. It will never load until I reset the modem.  

 

INFO:  I'm using an ASUS RT-AC66U router with the CGN3AC in bridge mode. I'm on the Rogers Ignite 100u. 

 

TROUBLESHOOTING STEPS

Router: Confirmed to be functional. Loaned out to a neighbour to use for a week, and they did not have the issues I have. Also, I've tried updating the firmware, using custom firmware, and setting everything as default as I could.  

Modem: Functional (?). Used the CGN3AC in Residential mode all week, and no issues experienced.   Cable signal strength is on average @ ~ -5.00. Will get specific numbers on request. Can't access modem in bridge mode anyway. I've tried switching around the wires, and trying different LAN ports on the CGN3AC. 

Pinging: I'm unable to ping the sites that don't work from the Router. Sites that don't work will return with this result: 

PING www.surehealth.ca (199.71.241.219): 56 data bytes

--- www.surehealth.ca ping statistics ---
5 packets transmitted, 0 packets received, 100% packet loss

Alternate DNS: Tried using Google's public DNS servers, and still doens't solve the issue.  

 

 

I haven't been able to get another router in yet. I'm 100% There's an issue somewhere between the modem (in bridge mode) and the third-party router.   

 

EDIT: Gaming and Netflix services work flawlessly. Seems to be an issue with the web service.  

EDIT 2: Getting full speeds, reportedly from speedtest.com 

 

Thanks for your time!

Re: Suffering Packet loss

tehnatural
I Plan to Stick Around

To update: For me the packet loss issue has been solved. It took quite a few visits and a lot of phone calls but I feel that I can safely say the problem has been rectified. I've held off on posting this until I was absolutely sure but for the past two months I havent experienced any packet loss. Rogers apparently had to go through my neighborhood piece by piece until they found the problem and thankfully they did. I have no idea what the problem was that they had found but I was told the methodology they were going to use before hand.

Re: Suffering Packet loss

Good to hear.  Makes me wonder what the root cause was.  If it ever occurs again, don't hesitate to bring up with tech support or thru the forum  🙂



Re: Suffering Packet loss

coolspot
I Plan to Stick Around

Acceptable Packet Loss - 0.44% average, but spikes to 4% in 15 minute windows.

 

Hi all,

 

I'm suffering from packet loss on my cable internet connection. Generally it works pretty well, but lately, I've been getting packet loss. Average loss is 0.44%, and can go as high as 5%+ for short periods of time.

 

To compare, I also have a DSL connection and it's packet loss is 0%.

 

What is an acceptable amount of packet loss for a Cable Connection - I always assumed it to be near 0% as well.

 

Because of the packet loss, pages don't always load properly and are slow.

 

I called into support but because the packet loss is so low and intermittent over the hour, he said there is nothing that can be done?!

 

Hopefully I can get this resolved as the stuttering web pages is getting annoying.

Re: Suffering Packet loss

I don't know what the official packet loss numbers are, but personal opinion they should be zero.  Can you log into your modem, navigate to the STATUS .... DOCSIS WAN page, copy the downstream and upstream tables and paste them into the thread.  The copy and paste process will paste in the text contents of the tables so you don't have to insert a screen capture.  Those tables are the RG-6 signal levels and signal to noise ratios which should be of interest at the present time.  

 

Can you also load pingplotter (free/trial) from www.pingplotter.com and run a test session out to something like google.ca   Right click on the display and enable everything.  Right click again, select Customize View and enable everything.  Copy the image by using the Edit .... Copy as Image function.  Dump that into something like MS Paint, save the image and post it into the thread.  I'm looking for any indication of high ping time and packet loss to the first node beyond the modem.  That is either the neighborhood node or CMTS, and going to that point should not see any losses.  Beyond that you're at the mercy of the servers in the path.  

 

Between the signal and pingplotter data we should be able to come to some idea of that the problem might be. Is the packet loss issue over ethernet or wifi?  Please run the pingplotter test via ethernet.  If the problem is via wifi, thats a different issue alltogether.



Re: Suffering Packet loss

coolspot
I Plan to Stick Around

I think I resolved my issue - in pfSense I disabled all my hardware acceleration features on my network card and now my connection has 0% packet loss for the last 24 hours.

These are the settings I disabled even though I have an Intel based network card (HP nc360t).

Hardware Checksum Offloading
Hardware TCP Segmentation Offloading
Hardware Large Receive Offloading

What is very strange is that these settings only affect the cable modem. The same card also serves my DSL connection and it has NO packet loss. I guess there must be some compatiblity issue between the Hitron modem and these acceleration features.

 

Also, my Hitron was dropping it's LAN side connection every week or so; hopefully disabling these features resolves this problem as well.

Re: Suffering Packet loss

toolcubed
I'm a Senior Contributor
No, your modem dropping its LAN connection is a completely separate issue affecting many customers. There's another thread about it (link below). There's an issue with Hitron modems interfacing with recently upgraded CMTS infrastructure.

http://communityforums.rogers.com/t5/forums/forumtopicpage/board-id/Getting_connected/thread-id/3161...

Re: Suffering Packet loss

laserderm
I've Been Here Awhile

I have Rogers 100ignite plan.   On May 24, my modem lights went off and when it restarted I immediately noticed a reduction in internet speed (300kbps) with 25% packet loss.  I called Rogers and a lady said through testing of my area, a neighbour's modem showed packet loss as well.  She then advised she would  send a technican to my house on the 25th.

On May 25, a Roger's technican came to my house and confirmed the low speed.  The gentleman was nice and all as he replaced the cable plugs leading into the hosue from the outisde.   Internet speed jumped to normal however few hours later packet loss came back (25%) and now with 200 kbps speed.  Spoke to Rogers again at midnight and a gentelman confirmed the 4 houses near me were also showing a 25% packet loss.  However he was perplexed why the lady yesterday sent a tecnhician to my house in the first place, as this issue has to be escalated to another area to investigate.  The technician did a bandaid solution as it didnt address the roo cause.  I was told this would take 24 to 48 hours to resolve.  

 

On May 26 evening i called for update status as I need internet for my business and was told no one had looked at the ticket yet but would be resolved on Friday.

 

On May 27 afternoon I called for another update and was told that there was no notations made to the ticket and per policy its 24 hours before  someone looks at my ticket and then another 48 hours for it to be resolved.  So now I'm told this will take up to Saturday or possilby Sunday to be resolved.

 

I understand the first lady made a mistake in sending out a technican but 4 days later I still dont know if someone is investigating my problem.  My internet speed now is still showing .39Mbps that when i'm able to to test  the speed via rogers speed test link as most time I get timed out as packet loss still hovers over 20%.  I'm not sure if anything is being done by Rogers.

Re: Suffering Packet loss

laserderm
I've Been Here Awhile

Another day with same 20+% packet loss and 300 Kbps speed.  Was told now per policy it takes 4 days from time ticket is reviewed for resultuion so dont expect anything until Monday.. each day goes by Rogers just keeps tacking on another 24 hours "per policy" with no explanation on what's going on.

Re: Suffering Packet loss

Hello @laserderm

 

Sorry to hear about the troubles. I'd like to provide some clarification.

 

Depending on the issue, it generally takes 24-72 hours for your ticket to be actioned. Our back-end team will have a look at the ticket, conduct their own investigation and log any updates. We do understand the urgency of the situation and we work to have all issues resolved as soon as possible.

 

There are many variables when it comes to Internet issues and sometimes they can be quite complex, because of this their isn't a standard timeline when it comes to resolution of the issue. Once our back-end teams do a full analysis, they will make note of the expected resolution time/date if it has been provided by the engineers.

 

I apologize for any misinformation that may have been provided in your previous interactions.

 

I've tagged in some our Resident Experts to chime in as well @Datalink @Gdkitty

 

RogersAsif

Re: Suffering Packet loss

If there is a ticket in for an area problem, that is already well beyond anything that I can look at and suggest.  The only two items worth looking at, at this point in time are the signal levels at the modem, and the ping statistics outbound from the modem.  

 

1.  For the signal levels can you log into the modem, navigate to the STATUS ..... DOCSIS WAN page, copy the downstream and upstream tables and paste them into the thread.  The copy and paste process will paste in the text components of the tables which are the cable signal levels and signal to noise ratios.  If there is any signal issue, that should show up in the tables.

 

2.  For the ping statics, can you load the free/trial version of pingplotter from www.pingplotter.com.  When you have that loaded, run a test session out to something like google.ca.  When the application is running, right click on the display area, and enable all of the selectable items.  Right click again, select Customize view and select or enable all of the items.  The bottom area can be expanded upwards towards the bottom of the upper display area if you want to expand the lower graph scaling.  Select Edit .... Copy as Image.  Dump the clipboard contents to something like MS paint, and then insert the image into a post. 

 

Between the signal levels and ping times as displayed in pingplotter, we'll have a better idea of what the problem is and might be able to provide some explanation of what the problem might be.  That won't help expedite the process, but, it will give you a better understanding of the problem.



Re: Suffering Packet loss

c2q
I Plan to Stick Around

Packet loss and high latency issues

 

So I don't post here frequently, but this has been an ongoing issue for the last 6 months. I'm posting here in hopes of Rogers actually doing something for once. 

 

This is what I have been dealing with the entire day today:

6.png

 

I called tech support for the 10th time in the last 6 months. The agent ackowledged the packet loss issue. He tested my neighbourhood as well and saw packet loss there too. Another ticket was created, probably the 4th one so far, with the last 3 being "resolved". Note that I have also not received any communication from Rogers regarding any of the tickets unless I call back and ask.

 

I'm on the 100U package. The last time I called tech support, the agent asked me to swap my Modem out (CGN3ACMSR). I did, and my modem is also on the latest (non trial) firmware. The problem is intermittent but it does happen for a while and then goes away.

 

 

Re: Suffering Packet loss

c2q
I Plan to Stick Around

Is anyone from Rogers going to reply? My previous post was a new thread and it ended up getting moved to this one. 

 

My net seemed fine during the weekdays, although I don't know what it looked like during the day. Today, this is what I'm dealing with yet again.

 

Hello? Rogers? Is it too hard for you guys to even give me a status update?

 

7.png

Re: Suffering Packet loss

Datalink
Resident Expert
Resident Expert

I'm not a Rogers employee, but, perhaps I can help. 

 

1.  Is this pingplot done via ethernet or wifi?  You're showing 20% packet loss just getting to the router, which is very unusual to see.

 

2.  If its via ethernet, can you briefly describe your wired network.  Please indicate if you are using commercial Cat 5e / 6 cabling or house ethernet (Cat 5e  ?).

 

3.  If its via wifi, is this via 2.4 or 5 Ghz network?  And, if it is via wifi, have you looked at your wifi environment with inSSIDer to see what other networks you are competing with?  If you haven't done so already, load inSSIDer on your laptop, which is a wifi monitoring application.  When loaded on a dual band laptop, inSSIDer will monitor both 2.4 and 5 Ghz networks that can be detected by your laptop.  Have a look to see what you're competing with in both bands.  The program link below is for the last freebie version.  It doesn't display the 802.11ac networks in use in the 5 Ghz band.  There is a newer licenced version is out now that will handle 802.11ac networks, and which will work on a 802.11n laptop.  The new version will read the broadcast management frames and display the 802.11ac networks that are running in the 5 Ghz band.  If you use 5 Ghz networks, its worth the $20 U.S. to buy, so that you can see all of the 5 Ghz networks that are in use.

http://www.techspot.com/downloads/5936-inssider.html

 

 

Aside from some high jitter numbers onroute, the ping times to the end target actually aren't that bad.