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Brutal latency/ping Recently

t27c
I plan to stick around

I am wired, with the gigabit package and all of the sudden have gotten constant ping spikes for over the last few days. I haven't been able to play any games online because the crazy ping spikes and latency make it completely unplayable. My speeds are what they are expected to be, no issues there. I have tried hard wiring straight into the modem but alas, the issue still persists. I have tried switching cables, power cycling my devices, factory resetting my devices. The issue still persists. I have called and contacted Rogers multiple times and they say everything seems fine on their end. But still, the issue persists and is steady. resulting in me not able to use any of my gaming devices due to the brutal and constant ping spikes. It's frustrating paying over $100 a month for internet I cant use for the things I want it for. Any help or suggestions are welcomed and appreciated. Thank you

 

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956 REPLIES 956

Re: Brutal latency/ping Recently

t27c
I plan to stick around

@DatalinkResults:

 

Ping statistics for 8.8.8.8:
Packets: Sent = 337, Received = 337, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 14ms, Maximum = 239ms, Average = 47ms

 

Ping statistics for 208.67.222.222:
Packets: Sent = 338, Received = 338, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 10ms, Maximum = 328ms, Average = 45ms

Re: Brutal latency/ping Recently

Datalink
Resident Expert
Resident Expert

Ok, there's obviously an issue pinging Rogers DNS from your location, but, looks like other targets beyond the CMTS might be ok, depending on the path to those targets.  

 

Can you switch to your game to see what comes up?  Are you able to measure packet loss and latency ingame?

Re: Brutal latency/ping Recently

Visuria
I plan to stick around
I'm pretty much having this exact same issue.

Re: Brutal latency/ping Recently

@t27c @Visuria where are both of you located?

 

Can both of you run a trace to the Rogers primary DNS and post the trace:

 

tracert 64.71.255.204

 

@Visuria to post the trace results, right click on the top title bar of the command prompt and select Edit .... Select All.  Then right click again and select Edit .... Copy.  You can then paste that into something like Notepad and copy the trace results on its own, or paste that into a new post and trim off the details that aren't required before posting the results.

 

Re: Brutal latency/ping Recently

t27c
I plan to stick around
@Datalink

I am able to yes. It appears there is 0% packet loss. But my ping just fluctuates like crazy. Although I will load up a different game to test as well

Re: Brutal latency/ping Recently

Visuria
I plan to stick around

@Datalink  Brampton, Dixie/Howden.  Could you post instructions on how to do that quick? I've done it before but not too familiar with it.

Re: Brutal latency/ping Recently

t27c
I plan to stick around

@Datalink 

 

I am located in the Cambridge area.

 

Results from the tracert:

 

Tracing route to dns.cp.net.rogers.com [64.71.255.204]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms hitronhub.home [192.168.0.1]
2 124 ms 9 ms 20 ms 99.255.58.1
3 65 ms 126 ms 51 ms 8177-dgw02.ktgc.rmgt.net.rogers.com [69.63.242.189]
4 682 ms 37 ms 113 ms 69.63.249.209
5 32 ms 97 ms 134 ms 209.148.227.157
6 43 ms 40 ms 95 ms 10.202.47.161
7 28 ms 67 ms 21 ms dns.cp.net.rogers.com [64.71.255.204]

 

Re: Brutal latency/ping Recently

@Visuria bring up a command prompt and type in:

 

tracert 64.71.255.204

 

Let that run and when its done, follow the instructions above to copy and paste in the results.

 

The command prompt is located in START .... PROGRAMS .... WINDOWS SYSTEM .... Command Prompt

Re: Brutal latency/ping Recently

Visuria
I plan to stick around

I cant copy and paste from it but i took a screenshot (Link removed due to privacy)

Re: Brutal latency/ping Recently

Ok, got it, thanks. 

Re: Brutal latency/ping Recently

@Visuria can you run a ping test to Rogers DNS as well.  In this case, I'm looking for packet loss.  To run this, using the same command box, type in:

 

ping -n 600 64.71.255.204

 

That will run a 10 min ping test.  I'd prefer a longer test, but for now, if you're seeing the same amount of packet loss, it will show up in a short test.  I'm interested in the final packet loss %.

Re: Brutal latency/ping Recently

Datalink
Resident Expert
Resident Expert

@RogersAndy are you able to have a look at this?  @t27c is seeing packet loss and unstable latency when gaming.  Ping tests to the CMTS don't show any losses.  Ping test to the Rogers Primary IPV4 DNS 64.71.255.204 show losses in the order of 20 to 25%, which isn't good.  Ping tests to google's and OpenDNS don't show any packet loss, so the loss appears to solely within Rogers network.  The question from this is, where do the paths to the DNS and the gaming server overlap, to the point that @t27c sees packet loss and unstable latency?

 

@Visuria is seeing similar issues although both are not co-located off of the same CMTS.  The traces to the DNS marry up at hop #5 and are the same from there to the end IP address at 64.71.255.204

 

Fwiw, pinging the same DNS IP address from ottawa does not show any packet loss.

Re: Brutal latency/ping Recently

t27c
I plan to stick around

@Datalink 

did another tracert and got a different result this time. Although I'm not sure if that maters or not in this situation lol

Tracing route to dns.cp.net.rogers.com [64.71.255.204]
over a maximum of 30 hops:

1 <1 ms 1 ms 1 ms hitronhub.home [192.168.0.1]
2 18 ms 51 ms 66 ms 99.255.58.1
3 77 ms 22 ms 54 ms 8177-dgw02.ktgc.rmgt.net.rogers.com [69.63.242.189]
4 44 ms 19 ms 87 ms 69.63.249.209
5 43 ms 43 ms 130 ms 209.148.227.157
6 * 48 ms 31 ms 10.202.47.161
7 52 ms 36 ms * dns.cp.net.rogers.com [64.71.255.204]
8 27 ms 24 ms * dns.cp.net.rogers.com [64.71.255.204]
9 47 ms * 89 ms dns.cp.net.rogers.com [64.71.255.204]

Re: Brutal latency/ping Recently

t27c
I plan to stick around

I should also mention that this did happen over the holidays and it lasted for about a week and it did end up going away. although the fact that it has come back has me thinking there is something wrong here. Especially with the 20% packet loss when I ping the IPV4 DNS

Re: Brutal latency/ping Recently

Datalink
Resident Expert
Resident Expert

Your routing is the same, and the route times aren't great.  Someone has to look at the CMTS which is at 99.255.58.1

 

As a comparison, here's the trace from Ottawa:

 

Tracing route to dns.cp.net.rogers.com [64.71.255.204]
over a maximum of 30 hops:

1   <1 ms   <1 ms   <1 ms   RT-AC86U 
2   18 ms    15 ms    45 ms  174.112.15x.x
3     9 ms     22 ms     8 ms   67.231.221.73
4   13 ms    12 ms   15 ms   209.148.236.161
5   18 ms    15 ms   15 ms   69.63.248.70
6   17 ms    12 ms   15 ms   209.148.227.169
7          *             *            *      Request timed out.
8   12 ms    12 ms   18 ms   dns.cp.net.rogers.com [64.71.255.204]

 

Trace complete.

 

There's one high time on hop two and hop seven times out in my case but, the overall numbers are normal.

Re: Brutal latency/ping Recently

t27c
I plan to stick around

@DatalinkAh, I also do normally run in bridge mode. I also have a RT-AC86U router. But I have it unplugged so I could be directly connected to the modem. Hopefully someone is able to have a look at this and see what is going on

Re: Brutal latency/ping Recently

Datalink
Resident Expert
Resident Expert

Looks like @RogersAndy may have checked out for the night.  He should see the references tomorrow if he's in.  Failing that, both of you need to talk to a Tier II tech, specifically regarding the loading at your respective CMTS.  The Tier I tech that you will chat with first will give you some static about the request, to which my response would be, "Can you fix a CMTS loading problem?  If yes, lets chat, if not, pass me onto a Tier II tech", as in don't waste your time.  

 

@t27c your signal levels are fine, and there doesn't appear to be any packet loss to the CMTS, so the question is, what's up at the CMTS and beyond.  Your observation that this has come and gone over the holidays is interesting.  That would have occurred when people are home, gaming, streaming, etc, etc, so this looks more like a load issue.  

 

I'd put your modem back into Bridge mode and reconnect the 86U.  It won't make any difference whether the modem is in Gateway mode or Bridge mode, the problem is at the CMTS and beyond.  For troubleshooting purposes, Rogers staff prefers the modem in Gateway mode, with no router in the mix, so, its up to you as to when to reconnect the router.  

 

If you do chat with a Tier II tech regarding the performance of the CMTS, and beyond please let us know how the conversation went. 

Re: Brutal latency/ping Recently

Visuria
I plan to stick around

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Request timed out.
Reply from 64.71.255.204: bytes=32 time=20ms TTL=58
Reply from 64.71.255.204: bytes=32 time=6ms TTL=58
Reply from 64.71.255.204: bytes=32 time=10ms TTL=58
Reply from 64.71.255.204: bytes=32 time=8ms TTL=58
Reply from 64.71.255.204: bytes=32 time=28ms TTL=58
Reply from 64.71.255.204: bytes=32 time=13ms TTL=58
Reply from 64.71.255.204: bytes=32 time=13ms TTL=58
Reply from 64.71.255.204: bytes=32 time=20ms TTL=58

Ping statistics for 64.71.255.204:
Packets: Sent = 600, Received = 451, Lost = 149 (24% loss),
Approximate round trip times in milli-seconds:
Minimum = 6ms, Maximum = 104ms, Average = 19ms

C:\Windows\system32>

Re: Brutal latency/ping Recently

Ugh 24% loss.  That shouldn't be happening.  Take a look at my post just above. 

Re: Brutal latency/ping Recently

t27c
I plan to stick around

@Datalink 

 

So far my experience with tech support has been they will do a ping test within the router and they will then say everything is fine. They will offer to send a tech out which I will (apparently) have to pay for which is ridiculous. I have given them the proof of my own ping tests to their IPV4 DNS and they seem to just ignore it. Although unless I am able to request a the tier II tech that you are speaking of, because they have never mentioned that whatsoever in my conversations with them

Re: Brutal latency/ping Recently

Datalink
Resident Expert
Resident Expert

There's no reason for you to be paying for a tech visit.  You can try to chat with a Tier II tech, or wait for tomorrow or the weekend to chat with @RogersAndy thru the forum. Sending out a tech is useless as the problem doesn't appear to be on your side of the CMTS.  The Tier I techs won't normally pass you onto Tier II or to their supervisor unless you ask for that to happen. In any event, the staff members that you want to chat with are further up the command chain.