Brutal latency/ping Recently

[t27c]

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

*** Edited Labels ***

[DimitriTheGreek]

Can’t stay connected while Gaming

Greetings friends,

Hoping someone can help me as I’ve never had such infuriating troubles with internet. Recently moved from my parents house to a condo with my significant other and we purchased the Rogers Ignite Gigabyt package as it offers high speed which is great for gaming.

When the technician came in and installed everything it was all great. Insane speeds and great connection.

As of late (maybe the last month or so) I can’t even stay connected to the internet to game. I’ll be running 30 ms ping, it’ll skyrocket to 2,000 and then I’ll just disconnect.

I’m getting extremely frustrated as I hardly have much free time to play games, so when I do I’d love it if the product I’m paying over $150 a month for actually works.

I game off a Wi-Fi connection. The speeds are what they should be but the latency just drops out of the blue.

Hopefully someone can help me out without having to wait for a technician to come in.

Regards,

[Mcgronow]

Ping spikes seem to be getting worse for me.. I have a Rogers technician coming Friday to check everything.. I’ll update after, hopefully they can solve

[RogersCorey]

Greetings and good morning, Community!

For any newcomers experiencing latency or packet loss, please reach out to us by PMing @CommunityHelps. If you're not familiar with our PMing process, you can find instructions here.

We are troubleshooting this issue and trying to suss out the root cause. We'll start by looking for signal related issues or noise-related issues, so please reach out to us so we can investigate on your behalf. If we can't identify any clear issues, we have some deeper testing to do so please make sure you're at home so we can perform these tests.

Regards,

RogersCorey

[timfolkins]

I've put in my PM - currently working at home. Can barely maintain a connection.

Oy vey.

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	603000000	QAM256	0.500	9	38.605
2	591000000	QAM256	2.299	7	38.983
3	597000000	QAM256	1.700	8	38.605
4	849000000	QAM256	-5.900	2	33.376
5	855000000	QAM256	-5.000	3	34.483
6	861000000	QAM256	-4.900	4	34.483
7	579000000	QAM256	2.099	5	38.605
8	585000000	QAM256	2.700	6	38.983
9	279000000	QAM256	1.500	1	37.636
10	609000000	QAM256	0.200	10	37.636
11	615000000	QAM256	0.599	11	37.355
12	621000000	QAM256	1.599	12	38.605
13	633000000	QAM256	2.400	13	38.983
14	639000000	QAM256	2.000	14	38.605
15	645000000	QAM256	1.700	15	38.605
16	651000000	QAM256	1.700	16	38.605
17	657000000	QAM256	2.000	17	38.605
18	663000000	QAM256	2.299	18	38.605
19	669000000	QAM256	2.400	19	38.605
20	675000000	QAM256	1.700	20	38.983
21	681000000	QAM256	1.099	21	38.605
22	687000000	QAM256	0.799	22	38.605
23	693000000	QAM256	1.099	23	38.605
24	699000000	QAM256	1.200	24	38.605
25	705000000	QAM256	1.000	25	38.983
26	711000000	QAM256	0.000	26	37.355
27	717000000	QAM256	-0.900	27	36.609
28	723000000	QAM256	-2.099	28	35.779
29	825000000	QAM256	-3.900	29	35.779
30	831000000	QAM256	-4.500	30	35.083
31	837000000	QAM256	-5.700	31	33.834
32	843000000	QAM256	-6.000	32	33.834

OFDM Downstream Overview

Receiver	FFT type	Subcarr 0 Frequency(MHz)	PLC locked	NCP locked	MDC1 locked	PLC power(dBmv)
0	NA	NA	NO	NO	NO	NA
1	4K	275600000	YES	YES	YES	1.200001

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	22100000	64QAM	35.510	1	3200000
2	36996000	64QAM	35.520	4	6400000
3	30596000	64QAM	36.770	3	6400000
4	25300000	64QAM	35.760	2	3200000
5	0	QAM_NONE	-	---	1600000
6	0	QAM_NONE	-	---	1600000
7	0	QAM_NONE	-	---	1600000
8	0	QAM_NONE	-	---	1600000

OFDM/OFDMA Overview

Channel Index	State	lin Digital Att	Digital Att	BW (sc's*fft)	Report Power	Report Power1_6	FFT Size
0	DISABLED	0.0000	0.0000	0.0000	0.0000	0.0000	2K
1	DISABLED	0.0000	0.0000	0.0000	0.0000	0.0000	2K

[CallMeJunior]

I would also like to throw my name into the hat. I have experienced similar problems as the majority of users in this thread. I am located near Yonge/St Clair and I've been suffering since Monday. I just private messaged @CommunityHelps  with the info @RogersAndy  requested.

Thanks to all those who have shared their stories in this thread. 

[xdCanuck]

So it's back for me. My original posts are a few pages back. It cleared up for a few days and I'm pack to intermittent (every few seconds) packet loss and ping spikes. Kitchener/Waterloo region.

[pmakshou]

Quick update. It's 4 days since Rogers tech came in to my house and told me everything is fine in my own house and issue was at one of the nodes; said it would clear up in 4-5 days. Let's see how this goes tomorrow.

[GR4230543]

@pmakshou what is your location?

[pmakshou]

I'm at East York, pretty much where the Victoria Park subway station is located

[DimitriTheGreek]

I didn’t think I’d have to say this but it’s actually worse today than yesterday.. I’m in Mississauga, Southdown and Lakeshore area.. I’ll be calling for a technician and if that doesn’t resolve it I guess I’ll give my money to Bell..

[Zyselr_]

Still horrible today. Pinging my CMTS and Rogers DNS still shows spiking every few minutes since 12pm today. Doesn't that indicate the issue is on the rogers network? The technicians I've spoke to say their tests show nothing wrong, still, and it's probably because they're running a single traceroute as if every single ping is going to spike but it isn't, it's intermittent every few minutes.

[Datalink]

Yes, pinging the CMTS and DNS is within the Rogers network, as long as you're using the Rogers DNS.  If the technicians are only looking at the average ping time, then they wouldn't see the max ping times.  It also depends on the ping rate and the final data that they're looking at, as to whether or not they determine that a problem exists.  The question is, what data are they using to determine that status?  

[AHxCode]

Packet Loss and very high spikes in Jitter causing complete disconnects and contant rubber banding.

Hi, I had similar symptoms 3 years ago to what I am experiencing now with my internet issues. I have been in contact with Rogers support over the past little bit trying to find a solution to this. I was first offered a new modem due to how old mine was, I installed it, and got Rogers to Activate it but I am still getting the exact same issue. I have tried with and without a 5-42mhz return path attenuator at the end of my coax cable and with the new Coax cable my new modem came with. when browsing the web and gaming I get freezes, rubber-bands, and disconnects often, it is very noticeable when gaming and has made online gaming unplayable with a good experience for now. Old modem is a Hitron CGN3, new one is a Hitron CODA-4582. Speeds seem fine with a test on Speedtest.net Ping 5ms 288Mbps Down 13Mbps Up Packets seem very off with a test on Packetlosstest.com (results of 1 default test 10seconds) Sent Packets 149 Received 118 Total Packet Loss 0.7% Late Packets 19% Average Latency 263.74ms Average Jitter 314.69ms (Results vary wildly and can be much worse especially during evening time.) 

(Removed log file for privacy/security concern, please remove the CM MAC address before posting. -RogersMoin)

[Cozmetic]

Same.

[pmakshou]

So quick heads up. It's working again, for a 2nd time. Let's see how long this holds out.

[Datalink]

@AHxCode your DOCSIS 3.0 downstream signal level (channels 1 - 32) are far too high, averaging approx 17 dBmV.  They should be at 0 dBmV.  Fwiw, the modem doesn't use these channels unless it bails out of the DOCSIS 3.1 OFDM channel

No doubt your OFDM channel signal levels are also too high.

Your upstream signal levels signal levels are normal for this modem when its running DOCSIS 3.1 on the downstream side.  Their in the 27.5 to 30.75 range.  27.5 is slightly low, but, if the modem was running with normal downstream levels, that 27.5 level probably won't cause any issues.  

You don't need a 5-42mhz return path attenuator.  What you need is a regular attenuator, or a forward path attenuator.  A normal attenuator will drop the downstream levels and cause the modem to transmit a higher output level, but, you have more than enough upstream room to allow that level to rise. The downtream level will drop by the attenuation that is provided, while the upstream level will rise by the same amount.  A forward path attenuator will drop the downstream level only, leaving the upstream level where it is.  

Are you running a signal amplifier on the cable that arrives from outside of your home? 

If yes, that amp should be removed.  If you have other services running such as several Nextboxes and/or a Home Phone modem, removing the amp might present some complications.  It all depends on the original signal level as the cable enters your home.  You would have to remove the amp and repost the Downstream Overview data, all the way to the bottom of the OFDM/OFDMA section. 

If no, then a call to tech support is in order.  Ask the Customer Service Rep to run a signal check on the modem, at which point the test should fail automatically due to the high signal levels.  The correct path at this point is for the tech to check other modems connected to your local tap.  Those will be your immediate neighbours.  They should also show high signal levels.  That would indicate that there is a line amp somewhere in the external cable system that is running with an output that is far too high.  That would take a senior tech (real Rogers tech) or maintenance crew to adjust as required.  The incorrect path would be to totally ignore any data from your neighbours and send a contractor tech to install a signal attenuator, leaving the line amp running with a very high output.  That would probably cause signal distortion which would not be resolved by installing an attenuator in your home.  That would also leave your neighbours with the same problem.  Assigning multiple techs to install attenuators in all of your neighbours homes is also a waste of company resources and customer time, personal opinion.  

Ok, for now, thats my prognosis.  I'll be interested in the path that tech support decides to take.  

Downstream Overview Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)

1   609000000 256QAM 16.600 10 40.366
2   603000000 256QAM 17.300   9 40.946
3   597000000 256QAM 17.300   8 40.366
4   615000000 256QAM 16.100 11 40.366
5   303000000 256QAM 14.900   1 40.366
6   579000000 256QAM 16.800   5 40.946
7   585000000 256QAM 17.200   6 40.946
8   591000000 256QAM 17.300   7 40.946
9   621000000 256QAM 16.200 12 40.366
10 633000000 256QAM 15.900 13 40.366
11 639000000 256QAM 15.900 14 40.366
12 645000000 256QAM 16.100 15 40.366
13 651000000 256QAM 16.400 16 40.946
14 657000000 256QAM 16.100 17 40.366
15 663000000 256QAM 16.000 18 40.946
16 669000000 256QAM 15.700 19 40.366
17 675000000 256QAM 15.400 20 40.946
18 681000000 256QAM 15.200 21 40.946
19 687000000 256QAM 15.000 22 40.366
20 693000000 256QAM 15.400 23 40.946
21 699000000 256QAM 15.800 24 40.946
22 705000000 256QAM 15.900 25 40.946
23 711000000 256QAM 15.900 26 40.946
24 717000000 256QAM 15.400 27 40.366
25 723000000 256QAM 15.100 28 40.946
26 825000000 256QAM 16.400 29 40.366
27 831000000 256QAM 16.900 30 40.946
28 837000000 256QAM 16.600 31 40.366
29 843000000 256QAM 16.100 32 40.366
30 849000000 256QAM 16.500   2 40.366
31 855000000 256QAM 16.300   3 38.983
32 861000000 256QAM 15.800   4 40.366

OFDM Downstream Overview Receiver FFT type Subcarr 0 Frequency(MHz) PLC locked NCP locked MDC1 locked PLC power(dBmv)

0 NA NA               NO  NO NO  NA
1 4K 290600000 YES YES YES 16.699997

Upstream Overview Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth

1 36996000 ATDMA - 64QAM 27.500 4 6400000
2 22100000 ATDMA - 64QAM 30.750 1 3200000
3 30596000 ATDMA - 64QAM 27.500 3 6400000
4 25300000 ATDMA - 64QAM 30.750 2 3200000

OFDM/OFDMA Overview Channel Index State lin Digital Att Digital Att BW (sc's*fft) Report Power Report Power1_6 FFT Size

0 DISABLED 0.5000 0.0000 0.0000 -inf -1.0000 4K
1 DISABLED 0.5000 0.0000 0.0000 -inf -1.0000 4K

Edit:  Personal opinion, if this is an external line amp set to run at a very high output level, there is a definite risk of signal distortion which would cause ongoing problems if that signal level wasn't reduced to a normal output level.  Installing a signal attenuator might resolve the signal level issue for the modem, but, leave you in a position where you would still experience packet loss and/or excessive data errors in both directions if the external amp was running in both directions, downstream and upstream.  That would be caused by any signal distortion introduced by the high output levels. 

[herrshaun]

About to pull my hair out. I had an agent send the engineering department a ticket with clear ping spikes over 3000+ ms after 12 am. They checked it out after 8 am for 2 minutes and saw nothing, and declared the problem closed, even though they were clearly shown there was noise issues.

Is anyone at Rogers smart?

[mrq1]

I am so happy Rogers does nothing life critical.

We all would be dead by now , if they did.

C152671227 - We’re unable to identify an issue at this time. 

My 3rd or 4th one.

My "invisible" problem , very hard to notice.

[herrshaun]

Yup, if they ping for 15 seconds and don't see a spike, there's no issue. 

I'm going to become a Rogers  engineer. Apparently they let just anyone do it.

[mrq1]

I don't think we ever got attention of the real Rogers engineer so far.
They probably sit in the high glass towers and make the network unusable 🙂
My speculation is that someone gave Ignite TV too much priority over everything else.

[-G-]

Just out of curiosity, what results to you get when you run the Puma chipset test on DSLReports?  (Try multiple runs with different servers.)