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
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.
As I thought as well. That is why I declined the tech visit since there is nothing wrong on my side of the CMTS. I will wait and see if @RogersAndy is available throw the weekend to discuss. If he is not, I will definitely try tech support once again and try my luck at convincing them there is something wrong
So I need to get in touch with a tier 2 tech to fix a CMTS loading problem? I dont know what a CMTS loading problem is. If i just say "I need to get in touch with a tier 2 tech to fix a CMTS loading problem" to support will they ask me more complex questions? like i can do these little tests and am not that tech illiterate but down know networking lingo.
Also the game that i am having ping problems with made me run winmtr
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
| hitronhub.home - 12 | 218 | 194 | 1 | 13 | 68 | 10 |
| 184.108.40.206 - 8 | 238 | 219 | 7 | 14 | 99 | 10 |
| 8083-dgw01.hnsn.rmgt.net.rogers.com - 0 | 314 | 314 | 5 | 15 | 67 | 13 |
| 3000-dgw02.hnsn.rmgt.net.rogers.com - 0 | 314 | 314 | 5 | 15 | 65 | 12 |
| 220.127.116.11 - 0 | 314 | 314 | 5 | 15 | 69 | 15 |
| 18.104.22.168 - 0 | 314 | 314 | 18 | 30 | 87 | 27 |
| eqix-dc2.blizzard.com - 0 | 314 | 314 | 23 | 34 | 134 | 25 |
| ae1-br01-eqdc2.as57976.net - 0 | 314 | 314 | 27 | 41 | 135 | 38 |
| et-0-0-2-br01-eqch2.as57976.net - 0 | 314 | 314 | 29 | 42 | 113 | 34 |
| be1-pe2-eqch2.as57976.net - 0 | 314 | 314 | 27 | 38 | 91 | 32 |
| chi-eqch2-ia-bons-04.as57976.net - 0 | 314 | 314 | 29 | 40 | 97 | 33 |
| 22.214.171.124 - 0 | 314 | 314 | 28 | 38 | 91 | 34 |
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider
Not sure if this is of any help
@Visuria don't contact tech support just yet. Your WinMTR results show a packet loss from your desktop or laptop to the modem. That shouldn't be happening. The average time to the modem or router should be less than 1 milli-second. Your average is 13 ms with a high time of 68 ms. That high time it probably the first ping, but, with WinMRT you can really know. If you were running pingplotter it would be easy to see if that's the case. The first step here is to determine whats going on in your own network.
1. Are you running the ping tests via ethernet or wifi?
2. What modem to you have, a black Hitron CGN3xxxxx modem or the white Hitron CODA-4582. In both cases
the modem model can be seen at the back of the modem on the product sticker.
Fwiw, the last Rogers server is 126.96.36.199. There is a 15 ms jump in average time between that server and the Rogers server just before it, so, internally, within the Rogers network, there appears to be some issue between those two servers that is causing an increase in overall latency.
From that last Rogers server at 188.8.131.52 you then jump to the Blizzard network. From that change over to Blizzard's network, and within Blizzard's network, you're gaining another 8 ms, on average, which isn't a huge amount.
The problem with WinMTR is that is shows basic results. You can't tell if there are regular jumps in time between the best time and max time, so if there is something going on you can't see it. That's where Pingplotter comes in, as much as I'm loath to recommend it. You can download it and run it in Pro mode for free for 14 days. If you don't buy a standard or pro licence by the end of 14 days it will kick down to a basic free mode where you can only see 10 minutes worth of data. A standard licence is fine to use. I have that but I prefer to use command line applications and Wireshark to record and plot the data. So, that's worth considering, if only for the purposes of running it in the freebie time window.
The first step here is to determine whats up within your own network.
To that end, can you run a ping test to the modem, if in fact you're not using a router. This should be done via ethernet. Assuming that the modem is running in its default configuration, the ping command would be:
ping -n 3600 192.168.0.1
That will ping the modem for an hour and terminate when complete. Let that run in the background while your carrying on with normal computer activities. You can run that for a longer time period by simply increasing the 3600 figure. Windows will run one ping per second until the count down is complete.
Same here, my tech support said he found some problem after putting a booster or something in the basement, but he couldnt fix it. The internet sucks in past 3 weeks and getting worse.(hwy7 & bathurst)
Hey I just had a tech come this morning and replace a booster with an equalizer or something along those lines, not entirely sure the issues been fixed tho.
1. I am using ethernet 2. I just got the white Hitron coda after i first encountered the issue as tech support thought it might fix my problems.
As for the ping test I just started it and the time is always either 1ms or <1ms
@Visuria in the case of WinMTR, the high time ping might be caused by the initial ping. My statement above should have read:
That high time it probably the first ping, but, with WinMRT you can't really know.
"That high time it probably the first ping, but, with WinMRT you can really know. "
Sorry for the typo.
Ok, so you're now running the white Hitron CODA-4582. Can you log into the modem when you have time and navigate to the STATUS ... DOCSIS WAN tab. Copy the signal stats in their entirety and paste that into a post please. To do that select, or highlight the start of the "Downstream Overview" line, and go all the way to the very bottom right hand corner of the OFDM/OFDMA section. With that area selected, right click, .... Copy. Then paste that into a post, right click, ..... Paste. The end result should look like the table in the modem's UI.
Can you have a look at the amp or equalizer that the tech installed and let me know the model number off of the front of the device. I'd like to look that up so that I understand whats installed. If its powered, it will be an amplifier. If its not a powered device, then it should be a simple splitter. Are you running more than one Rogers service in your home, such as Home Phone or Cable TV in the form of the Nextbox's?