OK so clearly this issue has started at all around the same time for us all around the GTA...... I don't understand how after 130 posts to this forum topic -- and i can't even image the amount of calls and chats between us all they still have yet to even acknowledge there is a issue. I am sure anyone here like me who is a gamer has very thin patience by now. I do not have the option to switch to another ISP as rogers has dominated this area and bell won't touch it...... I as many others here like to get home from work and play a few rounds of our favorite games and rogers has literally ripped that away, and is so far - for me at least offering a $35 credit for the issue .(LOL) I have had to re-arrange my schedule now 4 times for a technician twice causing lost $$ as I am a contractor myself. Not to mention the completely unusable internet for now 2+ weeks and the complete lack of transparency through their entire support network. I have the maintenance dept coming on Monday I am told (2nd time for the maintenance team) to come "look" at the node feeding my properly, but unless my node is also feeding the rest of GTA I think the issue may be deeper. I literally feel imprisoned by this ping, I wake up in the morning with a small glimmer of hope that rogers may have reset whatever is broken - and have now made it a routine to check through ping plotter to see if there were any changes through the night even minuscule just to have my hopes and dreams crushed by one of the largest richest company's in canada. This issue has no gone as far to cause a fight between me and my upstairs neighbor as he is accusing me of using too much bandwidth. It shows that we just expect that the company we pours thousands of dollars into to actually stand by their promises but anyone who knows how bandwidth works and how rogers in most areas still works they cannot promise GB bandwidth to anyone that is not fiber to the house as the cable system currently in place was never designed for that type of traffic, yes rogers is planning on completely upgrading there infrastructure to support fiber to the house but this wont be a quick task and its sad they are now years behind bell and still promising they can compete with the stability of their network. Rogers has convinced us they are the fastest network in Canada and well they may be true - I can get 950 MBPS on Ookla using FibreStream servers which is impressive if all the information sent actually reached its target in a realistic time. Anyways today's rant is over - if you read this entire thing that props to you 🙂
Hey everyone!
Latency issues can definitely put a damper on the gaming experience :(. We definitely want to do everything we can to assist and find the best possible solution. To do so I've detailed a few key things on how you can help us do just that.
- First up, we'd need to rule out anything on the home network front. This can be done by connecting a wired PC directly to the modem with no other devices connected. Results may need to be replicated with a second device as well. Though not always the most convenient of options it does narrow down the source of the issue considerably.
- Second we'll need to rule out standard RF level issues. You can provide us with a screenshot of your signal levels found on the WAN Status page in the modem's GUI. If there are any signal levels out of spec a technician can be dispatched to address this. If a technician has resolved all local concerns or the tests come up clean, we can move to the next step.
- Now we can record the results of the latency. We'll be looking for latency that exceeds 100ms.
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To run a ping test on Windows:
- Open the command prompt. Go to Start > Run > Type CMD and hit Enter
- In the command prompt, type: ping -n 50 8.8.8.8
- You may have to wait up to a minute or more for the test to complete. ...
- Send us the final results (bottom 4 lines) for analysis.
- We'll be looking for latency that exceeds 100ms
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- Next up we have to isolate the location of the latency. You can do this by completing a traceroute to the ingest server of any game you're experiencing an issue with. For assistance with this you can contact the games support department and they can provide you with the necessary hostname/IP.
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To run traceroute on Windows:
- Open the command prompt. Go to Start > Type CMD and hit Enter
- In the command prompt, type: tracert hostname. ...
- You may have to wait up to a minute or more for the test to complete. ...
- Send us the complete results (every line) for analysis.
- We'll be looking for latency that exceeds 100ms within the Rogers network (typically the first 4-6 hops). Anything outside of the Rogers network we won't be able to escalate or address.
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- In addition to the above steps you can contact support through phone, live chat or social media (contact info here) or us here @CommunityHelps (info on our PM system here). There are two things that we're looking for here, the first is noise. We can review noise over a period of time and with a few questions ascertain if that is what's impacting your connection. Second is node congestion, for this you may need to speak to either Tier II support or us here @CommunityHelps.
Identifying the source of the latency can be tricky to say the least, especially if it's intermittent but if it exists within the Rogers network it's something we can have escalated and addressed. I know first hand how incredibly irritating it is to deal with and am hoping that this information will be helpful in locating and providing the necessary information to see this resolved.
Regarding necessary information, I would like to point out a few tests that although may be super helpful for home network troubleshooting, sadly are not accessible or usable through Rogers technical support. WinMTR, PingPlotter, Twitch Inspector, Wireshark, as well as other 3rd party network applications in the same vein. Results indicating an issue using these programs won't be able to be utilized by our network team as they cannot be replicated. The issue would need to be confirmed through command prompt or PowerShell. Once confirmed we'd need the cmd/PowerShell results for our network escalation as well as the approximate time(s), duration, when the issue started and the modem and network information which we can obtain on our end.
I hope you've found the information provided to be informative and helpful and if you do have any additional questions definitely let us know. As always, feel free to post the results of your tests here for the Community to see and definitely continue to share your experiences. We want to ensure we get to the bottom of this for all those impacted and together I'm confident we can do just that.
So I did an hour long test to a DNS based off of my White Hitron CODA-4582 that I literally received yesterday from the guy Rogers sent in. Keep in mind the data I am sending in is with a WIRED connection.
For the sake of complying I did the 50 second test
I honestly don't feel like the 50 second test is even good enough for the types of issues we're seeing.
Even though you guys don't want this information it's still most definitely very valuable information to have so;
|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 99.226.24.1 - 19 | 5907 | 4829 | 1 | 37 | 4557 | 14 |
| 99.226.24.1 - 6 | 8255 | 7767 | 4 | 32 | 4919 | 10 |
| 66.185.91.253 - 1 | 10064 | 10035 | 3 | 32 | 4758 | 16 |
| 9012-cgw01.wlfdle.rmgt.net.rogers.com - 1 | 10050 | 10017 | 6 | 32 | 4650 | 14 |
| 209.148.227.157 - 1 | 10071 | 10046 | 5 | 34 | 4779 | 15 |
| 10.202.47.161 - 39 | 4028 | 2474 | 0 | 43 | 4571 | 28 |
| dns.cp.net.rogers.com - 40 | 3948 | 2373 | 0 | 37 | 3539 | 13 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider
There is something very obviously wrong from YOUR end of things. Having the same issues with 2 different modems and different WIRED connections on my end feels like I got a massive non-response from you.
@t27c the 4582 doesn't play well with Pingplotter which uses a similar trace and ping routine. The fact that WinMTR also shows packet loss from both the modem and CMTS when you ping a target beyond the CMTS doesn't surprise me.
Using a command line ping to the modem and then the CMTS (2nd trace hop) will confirm whether or not there is any packet loss from either the modem or CMTS. If there is no packet loss from either one via command line ping, then WinMTR is generating false packet loss data, just like Pingplotter.
1. If you run a WinMTR test to the modem, you will probably see no packet loss.
2. If you then then run a WinMTR ping 99.255.66.1 (CMTS hop #2) you will probably see packet loss
from the modem but not the CMTS.
3. If you then run a WinMTR ping to some target beyond the CMTS, then you will probably see packet
loss from both the modem and CMTS, where you have just proven that there is no packet loss from
either one.
This is a problem that dates back to the release of V2.0.10.27. Its been in the firmware ever since, and has been carried over to V7.1.1.30.
Those false packet loss indications should be ignored.
The other problem is the CMTS (hop 2) ping times that are observed via WinMTR. Due to the firmware latency issue you can't use the CMTS for latency testing and you have to discard any high ping data from the CMTS. Note that the high ping times returned from the CMTS have no effect on any target beyond the CMTS. If you're running a ping test for latency test purposes, the next target to use is the Rogers DNSL
Primary IPV4 DNS 64.71.255.204
Secondary IPV4 DNS: 64.71.255.198
Primary IPv6 DNS: 2607:f798:18:10:0:640:7125:5204
Secondary IPv6 DNS: 2607:f798:18:10:0:640:7125:5198
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