on 06-05-2020 11:45 PM
We know troubleshooting isn’t everyone’s idea of a great time, but we’ve compiled a few steps here that should help put some of the control back in your hands as the customer.
When should I complete these steps?
If you’re experiencing intermittent or consistent latency/high ping when gaming, streaming, and/or during voice/video calls with a wired connection to your modem.
Step 1: Prerequisites
Complete each of the steps outlined in the Intermittent / Slow Troubleshooting Guide (Link)
Step 2: Reboot!
If you haven’t yet already, reboot both your device and your modem. If the issue persists, continue on with Step 3.
Step 3: Ping Test
Ping is a networking utility program or a tool to test if a specific host is reachable. A ping test sends a small data packet to a server and if it receives a data packet back, then you have a connection. Throughout the test this test will identify how long it takes to send and receive those packets. Setting the number of pings via -n 50, sets the request to send 50 packets and measure the time for each. We will be looking to see if the latency (the time to send/receive the data packet) exceeds 100ms.
To perform a Ping test on Windows:
Performing a Ping test in Mac OS X
Example Ping Test Result:
Ping statistics for 220.127.116.11:
Packets: Sent = 50, Received = 50, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 8ms, Maximum = 61ms, Average = 15ms
Step 4: Traceroute
Traceroute, also called tracepath or tracert, is a network tool used to determine the path packets take from one IP address/device location to another. When completing a traceroute the time it takes to reach each “hop”/location will be timed. We will be looking for latency here that exceeds 100ms within the Rogers network (typically the first 3-6 hops).
Completing the traceroute will require a test completed to google.com or to the ingest server you’re experiencing latency with. For assistance with that you can reach out to their support directly.
To run traceroute on Windows:
Performing a Traceroute in Mac OS X
Example Traceroute Result:
Tracing route to google.com [18.104.22.168]
over a maximum of 30 hops:
1 2 ms 1 ms 2 ms hitronhub.home [192.168.0.1]
2 19 ms 13 ms 12 ms 99.xxx.xxx.x
3 10 ms 10 ms 11 ms 8081-dgw01.ym.rmgt.net.rogers.com [67.xxx.xxx.xxx]
4 11 ms 10 ms 17 ms 0-14-0-11-cgw01.ym.rmgt.net.rogers.com [209.xxx.xxx.xxx]
5 12 ms 10 ms 16 ms 22.214.171.124
6 * * * Request timed out.
7 12 ms 13 ms 13 ms 126.96.36.199
8 13 ms 14 ms 20 ms 188.8.131.52
9 12 ms 14 ms 14 ms yyz12s05-in-f14.1e100.net [184.108.40.206]
Step 5: Persistence
If your latency is persistent and intermittent then consecutive traceroutes may be necessary to have visibility of the latency. We recommend running the tracert test consecutively over a 2-5-minute period. Let support or us in the Forums know how often the latency becomes visible as this will be helpful when attempting to replicate.
Step 6: Reach Out to us here on the Community Forums:
If you are experiencing poor performance on any modem and/or observe the following on your internet modem:
If you have any doubt concerning your internet performance please post a question in the Rogers Community Forums along with your downstream tables, upstream tables and the results from a Rogers Speedcheck with an ethernet connected PC or laptop. Any problems with wireless devices should first be approached from the ethernet connected point of view to ensure that the modem is operating normally. Please post in any additional information such as whether or not you have services which include Rogers Cable TV and/or Rogers Home Phone, and if you are observing any problems with those services as well. As well, indicate whether your home is an apartment, single family house, or other, as this may change the approach required to solve an internet problem.