Brutal latency/ping Recently

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Resident Expert
Resident Expert
Posts: 6,829

Re: Brutal latency/ping Recently

@NancyN, personal opinion, for a 1 hour test to the Rogers primary DNS you should have one, maybe two lost packets.  A test to google's DNS might be slightly higher, but we're only talking about two or three additional lost packets, maybe .....



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I Plan to Stick Around
Posts: 8

Re: Brutal latency/ping Recently

I've also been experiencing this issue. Was fine for over a year, and the past ten days has been terrible. I need a fix immediately, as I work from home quite often. Video calls, games, collaboration software - all broken.

 

My pingtest results are:

 

min: 21 ms
avg: 442.6 ms
max: 3062 ms
median: 25.0 ms
jitter: 482.8 ms

A separate test shows:

Min Ping: 249

Range: 406 - 460

Max Ping: 566

 @RogersAndy I followed your directions and received:

 

Approximate round trip times in milli-seconds:
Minimum = 9ms, Maximum = 1303ms, Average = 117ms

 

Are we really saying that we need to test every piece of software, all running on their own servers? Does that make sense? Seems logical that it's rogers...

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I Plan to Stick Around
Posts: 8

Re: Brutal latency/ping Recently

@jnoble @RogersAndy @ @mrq1 @t27c

 

I am outside of Toronto. Had a tech visit this past weekend about it, swapped router, cable seemed damaged at the point of connection.

 

I'm sorry to say that my experience with using forums to resolve anything of substance has not been good historically. I think what you'll find is that they *might* use this information to create a custom call/chat script when you bring the issue forward to your rep. I can see why from our perspective, it looks like a nationwide blackout issue, and why from their perspective, it's x% of the total customer base.

 

My suggestion is that you use social media in whatever way you can, and use the chat/call to contact them directly.

 

@RogersAndy @RogersDan @RogersAlton 

 

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I Plan to Stick Around
Posts: 29

Re: Brutal latency/ping Recently

I have tried to escalate this to the Ombudsman.  I used the concerns to the office of the President, quoting my case number.

 

See below:

 

WHAT IS THE PROBLEM?

I have contacted Support.

I have spoken to a Manager.

I have raised this as a concern to the Office of the President.

Please would you refer this to the Ombudsman.

 

We have probably hundreds of Rogers customers with this issue, and not a soul at Rogers seems to be concerned about the fact that a large number of people in the Toronto area are unable to use Rogers' High Speed Internet for the reason they procured it.

 

Also see forum post: https://communityforums.rogers.com/t5/Internet/Brutal-latency-ping-Recently/td-p/454780/page/13

 

HOW CAN WE FIX IT?

 

I don't need someone to placate me. This is and issue that has been going on for weeks. Forget the CS psychology, now fixing it is the only way forward.

 

Fix the problem, or at least have someone call me who:

 

  1. At least realizes why this is a problem.
  2. Has some technical knowledge and can talk intelligently about it.
  3. Doesn't just give us the customer support runaround.

 

Has time to actually work the problem. I don't need to be called back in 2 days, to have someone ultimately say that I should wait until Rogers upgrades their upload speeds!

 

I will try to keep you updated on this post, to let you know how it goes.

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I'm Here A Lot
Posts: 5

Re: Brutal latency/ping Recently

Well I sent two cases and they both basically in a nutshell closed saying they can't do anything. Like what kind of tech support is this.

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I've Been Here Awhile
Posts: 4

Re: Brutal latency/ping Recently

Ping statistics for 8.8.8.8:
Packets: Sent = 50, Received = 46, Lost = 4 (8% loss),
Approximate round trip times in milli-seconds:
Minimum = 8ms, Maximum = 60ms, Average = 15ms

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I'm Here A Lot
Posts: 7

Re: Brutal latency/ping Recently

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| hitronhub.home - 18 | 102 | 84 | 2 | 11 | 30 | 18 |
| 99.237.210.1 - 4 | 154 | 149 | 6 | 11 | 27 | 10 |
| 67.231.221.5 - 0 | 173 | 173 | 6 | 14 | 559 | 9 |
| 209.148.232.241 - 0 | 173 | 173 | 7 | 14 | 562 | 13 |
| 69.63.249.169 - 0 | 173 | 173 | 4 | 14 | 564 | 11 |
| 209.148.235.93 - 0 | 173 | 173 | 17 | 25 | 572 | 24 |
| eqix-ix-ch1.blizzard.com - 0 | 173 | 173 | 17 | 29 | 577 | 48 |
| ae1-br01-eqch2.as57976.net - 0 | 173 | 173 | 19 | 33 | 575 | 30 |
| No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |
|________________________________________________|______|______|______|______|______|______|

 

Brutal packet loss when in any video game. Had tech guy come into today to swap out modems and cables problem persists. 

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Resident Expert
Resident Expert
Posts: 6,829

Re: Brutal latency/ping Recently

@nolanders have a look at my previous post regarding WinMTR and the white CODA-4582 modem.  Can you confirm that you're running the 4582.  

 

https://communityforums.rogers.com/t5/Internet/Brutal-latency-ping-Recently/m-p/456319#M59026

 

Looking at your trace, it appears to be getting lost within Blizzards own network.  AS57976  is Blizzards network:

 

https://bgp.he.net/AS57976

 

If my interpretation is correct, looks like the path is Rogers -> Equinix (Toronto ??) -> Blizzard

 

It might be possible that Equinix moves data around their network without that path showing up in the trace.  Not sure of that one so don't quote me on it. 

 

 



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I'm Here A Lot
Posts: 7

Re: Brutal latency/ping Recently

I do have a white coda-4582.

 

And Blizzard addressed this same problem as the ISP's problem. What can i possibly do?

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Resident Expert
Resident Expert
Posts: 6,829

Re: Brutal latency/ping Recently

Can you run a trace using the Battle.net Looking Glass and post the results:  https://us-looking-glass.battle.net/

 

Here's the results to West Ottawa as an example, run for this post.   Note that the trace dies within Rogers network:

 

TRACEROUTE:


traceroute to 174.112.1xx.xxx (174.112.1xx.xxx), 15 hops max, 60 byte packets


1 Blizzard Blizzard 9.412 ms 9.398 ms 9.393 ms
2 24.105.18.131 (24.105.18.131) 13.322 ms 13.333 ms 13.334 ms
3 137.221.105.12 (137.221.105.12) 9.385 ms 9.385 ms 9.385 ms
4 137.221.66.16 (137.221.66.16) 9.354 ms 9.355 ms 9.353 ms
5 137.221.83.80 (137.221.83.80) 40.564 ms 40.581 ms 40.600 ms
6 137.221.65.133 (137.221.65.133) 40.401 ms 38.744 ms 38.897 ms
7 137.221.69.32 (137.221.69.32) 38.397 ms 38.893 ms 38.891 ms
8 igw01.chcrmk.phub.net.cable.rogers.com (208.115.136.105) 40.232 ms 40.242 ms 40.255 ms
9 209.148.237.18 (209.148.237.18) 48.246 ms 48.519 ms 48.506 ms
10 209.148.229.230 (209.148.229.230) 57.238 ms 60.678 ms 60.002 ms
11 209.148.236.170 (209.148.236.170) 54.572 ms 54.493 ms 54.209 ms
12 67.231.221.78 (67.231.221.78) 55.382 ms 54.849 ms 54.844 ms
13 * * *
14 * * *
15 * * *


24/02/2020 22:36:08 UTC
--------------------

MTR:
Start: Mon Feb 24 22:36:08 2020 Blizzard 1.|-- Blizzard 0.0% 10 0.4 0.3 0.3 0.5 0.0
2.|-- 24.105.18.131 0.0% 10 0.6 0.6 0.5 0.7 0.0
3.|-- 137.221.105.12 0.0% 10 1.1 0.9 0.8 1.1 0.0
4.|-- 137.221.66.16 0.0% 10 0.7 3.2 0.4 26.7 8.2
5.|-- 137.221.83.80 0.0% 10 38.2 44.0 37.9 85.0 14.9
6.|-- 137.221.65.133 0.0% 10 38.0 50.8 37.9 125.4 28.1
7.|-- 137.221.69.32 0.0% 10 38.6 40.8 38.1 56.0 5.8
8.|-- igw01.chcrmk.phub.net.cable.rogers.com 0.0% 10 37.8 37.9 37.6 39.8 0.5
9.|-- 209.148.237.18 0.0% 10 48.1 48.2 48.0 48.7 0.0
10.|-- 209.148.229.230 0.0% 10 56.2 57.1 53.7 60.4 2.1
11.|-- 209.148.236.170 0.0% 10 54.3 54.4 54.1 54.6 0.0
12.|-- 67.231.221.78 20.0% 10 55.1 55.0 54.5 55.4 0.0
13.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0


24/02/2020 22:36:08 UTC
--------------------