Rogers Community

t27c · ‎01-30-2020

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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NeRo2_O · ‎02-29-2020

This started happening to me last week Thursday night and has been this way ever since then. I live in the Burnt Church, New Brunswick area. I solely got this for online gaming and it's currently unplayable. I get randomly high ping spikes going from 71ms to 298ms. I get interval packet loss. What's frustrating to me is I got one of their service technicians to look at the box while i was playing games. They couldn't see anything happening even though during my play through it was happening. Are the tools to monitor this so terrible they are unable to their job efficiently? Again its super frustrating to pay for their 1gig service and have it constantly been in such a terrible state that. I would get more enjoyment tossing money in a fire than what I am currently getting from this service. I'm tired of getting responses of "its your modem, restart it" type responses and its again really frustrating to see these type of threads around and from what I read....so far nothing is being done. /end rant

user123123 · ‎03-01-2020

After a lot of frustration generated by these issues and even more by the silly calls to Rogers support, I found this thread, and for a bit I thought that my issues would be solved, I thought Datalink was part of Rogers engineering staff and since they are actively looking into this thread, it would be a breeze for them to find and fix the problem.

On Feb 26, I received a call from Rogers following up on a complaint I had done on their website, they told me there is a team doing some work in the area and later that day the issue would be fixed for good (at least that was the first acknowledgement of the issues, well, sort of). Indeed, later that day, things got back to normal, and it was fine until last night, when again it started to happen again.

As Datalink said, there must be something going on with the Rogers infrastructure that is causing congestion at times, but Rogers keeping silent about this is unacceptable.

Now I am beyond frustration, and seeing how many folks are aware of the issue (obviously there are many more out there that haven’t found this thread)

pmakshou · ‎03-01-2020

Update. Day 3 of fix being implemented for me and it seems to still be stable. Will keep updating. For Rogers employees who sees this, should check my ticket to see what the techs have done and apply the fix to everyone else having issues. This is just getting crazy.

clermont1 · ‎03-01-2020

I am having unbearable ping and packet loss problems in games, and just general internet use. In Richmond Hill on the Hitron 43** router. I've had issues for years but just last night it became completely unplayable. Said a tech crew would be out to look at it in next 48 hrs. Probably do nothing and leave.

clermont1 · ‎03-01-2020

Heres some ping tracker results
https://imgur.com/a/ohTdDA3

AHxCode · ‎03-01-2020

reply was removed guessing cause it was too long so i did 15 minute tests Microsoft Windows [Version 10.0.18363.657] (c) 2019 Microsoft Corporation. All rights reserved. C:\Users\me>tracert -4 www.google.com Tracing route to www.google.com [172.217.165.4] over a maximum of 30 hops: 1 1 ms 1 ms 1 ms CODA4582 [192.168.0.1] 2 17 ms 10 ms 10 ms 99.242.162.1 3 11 ms 11 ms 9 ms 8077-dgw01.lndn.rmgt.net.rogers.com [67.231.221.189] 4 12 ms 12 ms 12 ms 9916-cgw01.mtnk.asr9k.rmgt.net.rogers.com [209.148.230.157] 5 21 ms 15 ms 13 ms 209.148.230.2 6 * * * Request timed out. 7 19 ms 13 ms 14 ms 74.125.244.161 8 15 ms 14 ms 15 ms 216.239.41.175 9 15 ms 14 ms 14 ms yyz12s06-in-f4.1e100.net [172.217.165.4] Trace complete. C:\Users\me>ping -n 900 99.242.162.1 Pinging 99.242.162.1 with 32 bytes of data: Reply from 99.242.162.1: bytes=32 time=10ms TTL=63 Reply from 99.242.162.1: bytes=32 time=9ms TTL=63 Reply from 99.242.162.1: bytes=32 time=8ms TTL=63 Reply from 99.242.162.1: bytes=32 time=8ms TTL=63 Reply from 99.242.162.1: bytes=32 time=9ms TTL=63 Reply from 99.242.162.1: bytes=32 time=8ms TTL=63 Reply from 99.242.162.1: bytes=32 time=8ms TTL=63 Reply from 99.242.162.1: bytes=32 time=10ms TTL=63 Reply from 99.242.162.1: bytes=32 time=7ms TTL=63 Reply from 99.242.162.1: bytes=32 time=8ms TTL=63 Reply from 99.242.162.1: bytes=32 time=9ms TTL=63 Reply from 99.242.162.1: bytes=32 time=8ms TTL=63 Reply from 99.242.162.1: bytes=32 time=11ms TTL=63 Reply from 99.242.162.1: bytes=32 time=10ms TTL=63 Reply from 99.242.162.1: bytes=32 time=8ms TTL=63 Reply from 99.242.162.1: bytes=32 time=7ms TTL=63 Reply from 99.242.162.1: bytes=32 time=8ms TTL=63 Reply from 99.242.162.1: bytes=32 time=16ms TTL=63 Reply from 99.242.162.1: bytes=32 time=8ms TTL=63 Reply from 99.242.162.1: bytes=32 time=9ms TTL=63 Reply from 99.242.162.1: bytes=32 time=8ms TTL=63 Reply from 99.242.162.1: bytes=32 time=13ms TTL=63 Reply from 99.242.162.1: bytes=32 time=9ms TTL=63 Reply from 99.242.162.1: bytes=32 time=8ms TTL=63 Reply from 99.242.162.1: bytes=32 time=7ms TTL=63 Reply from 99.242.162.1: bytes=32 time=8ms TTL=63 Reply from 99.242.162.1: bytes=32 time=9ms TTL=63 Reply from 99.242.162.1: bytes=32 time=8ms TTL=63 Reply from 99.242.162.1: bytes=32 time=8ms TTL=63 Reply from 99.242.162.1: bytes=32 time=14ms TTL=63 Reply from 99.242.162.1: bytes=32 time=7ms TTL=63 Reply from 99.242.162.1: bytes=32 time=7ms TTL=63 Reply from 99.242.162.1: bytes=32 time=8ms TTL=63 Reply from 99.242.162.1: bytes=32 time=8ms TTL=63 Reply from 99.242.162.1: bytes=32 time=8ms TTL=63 Reply from 99.242.162.1: bytes=32 time=16ms TTL=63 Reply from 99.242.162.1: bytes=32 time=9ms TTL=63 Reply from 99.242.162.1: bytes=32 time=9ms TTL=63 Reply from 99.242.162.1: bytes=32 time=8ms TTL=63 Reply from 99.242.162.1: bytes=32 time=8ms TTL=63 Reply from 99.242.162.1: bytes=32 time=9ms TTL=63 Reply from 99.242.162.1: bytes=32 time=12ms TTL=63 Reply from 99.242.162.1: bytes=32 time=9ms TTL=63 Reply from 99.242.162.1: bytes=32 time=10ms TTL=63 Reply from 99.242.162.1: bytes=32 time=7ms TTL=63 Reply from 99.242.162.1: bytes=32 time=8ms TTL=63 Reply from 99.242.162.1: bytes=32 time=11ms TTL=63 Reply from 99.242.162.1: bytes=32 time=11ms TTL=63 Reply from 99.242.162.1: bytes=32 time=9ms TTL=63 Reply from 99.242.162.1: bytes=32 time=9ms TTL=63 Reply from 99.242.162.1: bytes=32 time=9ms TTL=63 Reply from 99.242.162.1: bytes=32 time=10ms TTL=63 Reply from 99.242.162.1: bytes=32 time=8ms TTL=63 Request timed out. 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99.242.162.1: Packets: Sent = 900, Received = 895, Lost = 5 (0% loss), Approximate round trip times in milli-seconds: Minimum = 3ms, Maximum = 3905ms, Average = 116ms

AHxCode · ‎03-01-2020

second test Microsoft Windows [Version 10.0.18363.657] (c) 2019 Microsoft Corporation. All rights reserved. C:\Users\me>ping -n 900 64.71.255.204 Pinging 64.71.255.204 with 32 bytes of data: Request timed out. Reply from 64.71.255.204: bytes=32 time=13ms TTL=58 Reply from 64.71.255.204: bytes=32 time=10ms TTL=58 Request timed out. Reply from 64.71.255.204: bytes=32 time=12ms TTL=58 Reply from 64.71.255.204: bytes=32 time=11ms TTL=58 Request timed out. Reply from 64.71.255.204: bytes=32 time=17ms TTL=58 Reply from 64.71.255.204: bytes=32 time=13ms TTL=58 Reply from 64.71.255.204: bytes=32 time=17ms TTL=58 Request timed out. Reply from 64.71.255.204: bytes=32 time=12ms TTL=58 Reply from 64.71.255.204: bytes=32 time=11ms TTL=58 Reply from 64.71.255.204: bytes=32 time=11ms TTL=58 Request timed out. 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Reply from 64.71.255.204: bytes=32 time=1429ms TTL=58 Reply from 64.71.255.204: bytes=32 time=10ms TTL=58 Request timed out. Reply from 64.71.255.204: bytes=32 time=14ms TTL=58 Reply from 64.71.255.204: bytes=32 time=17ms TTL=58 Request timed out. Reply from 64.71.255.204: bytes=32 time=13ms TTL=58 Reply from 64.71.255.204: bytes=32 time=10ms TTL=58 Reply from 64.71.255.204: bytes=32 time=7ms TTL=58 Request timed out. Reply from 64.71.255.204: bytes=32 time=8ms TTL=58 Reply from 64.71.255.204: bytes=32 time=21ms TTL=58 Request timed out. Reply from 64.71.255.204: bytes=32 time=26ms TTL=58 Request timed out. Reply from 64.71.255.204: bytes=32 time=7ms TTL=58 Reply from 64.71.255.204: bytes=32 time=9ms TTL=58 Request timed out. Reply from 64.71.255.204: bytes=32 time=17ms TTL=58 Ping statistics for 64.71.255.204: Packets: Sent = 900, Received = 689, Lost = 211 (23% loss), Approximate round trip times in milli-seconds: Minimum = 5ms, Maximum = 3831ms, Average = 146ms

gamei56 · ‎03-01-2020

I'm in downtown Toronto and it's been almost a month for me, 2 techs, haven't changed out the modem but I am having similar issues, rampant packet loss and extremely high latency. I'm on a wired connection and I use interactive shells often, so this has become extremely disruptive to my work.

One tech suspected that there was a signal problem and removed an amplifier from the house. This did not fix the problem. I've had some packet loss problems since December but starting February it has become much worse to the point where the service becomes unusable. I also agree that it is worse during prime time, I do not notice this during off-peak hours (10am to 5pm).

I'm going to give this thread a more careful read afterwards, but if the next tech can't figure out what is going on, I'm going to have to give Bell fiber a try. This is not worth the trouble.

-G- · ‎03-01-2020

I haven't really been following this thread. I was never bothered by this issue and part of me couldn't believe that such extreme RTTs could actually be happening. I decided to test it for myself. I sent 3000 pings to speedcheck.rogers.com and got the following results:

--- speedcheck.rogers.com ping statistics ---
3000 packets transmitted, 2998 received, 0% packet loss, time 3003394ms
rtt min/avg/max/mdev = 5.262/14.286/2968.403/66.558 ms, pipe 3

The "pipe 3" indicates the number of ping responses that were not received at the time a subsequent ping got sent out. Let's try to find them:

$ grep '[0-9][0-9][0-9] ms' mypingtest.txt
64 bytes from 209.148.157.60 (209.148.157.60): icmp_seq=1334 ttl=58 time=2968 ms
64 bytes from 209.148.157.60 (209.148.157.60): icmp_seq=1335 ttl=58 time=1936 ms
64 bytes from 209.148.157.60 (209.148.157.60): icmp_seq=1336 ttl=58 time=913 ms
rtt min/avg/max/mdev = 5.262/14.286/2968.403/66.558 ms, pipe 3

These were the only pings that took 100 ms or more, and they were sequential. For a period of ~3 seconds, these packets literally got stuck in the network somewhere. Every other ping took less than 50 ms and only 13 pings took between 30 and 50 ms. The times for pings #1333 and #1337 were 12.3 ms and 14.5 ms. Pings #1283 and #1831 were lost.

Sunnnnyc · ‎03-02-2020

My job revolves around a constant connection, as I’m sure it does for others. Please Rogers, fix this issue and at the very least advise your reps to identify the issue. Yes I know I use a third party router. All power users do.

Mikec_81 · ‎03-02-2020

I have been experiencing the very same issues as these users since near the end of January. Intermittent packet loss or high latency. It affects everything from web browsing to gaming. I am literally on the verge of losing my Mythic raid spot in World of Warcraft because I cannot be counted on to have a stable internet connection.

I had a level 2 tech come out on Saturday and he told me everything was fine. Was doing a Mythic+ dungeon tonight and nearly failed to time it because I had a period of around 5 minutes where I could not play the game with ping spiking up to 1000ms.

Gonna put in yet another call to Rogers tomorrow morning but I am fast running out of patience. I am sick and tired of live chats and phone ins where people tell me to reset my modem or to swap it out yet again. You guys are on the verge of losing a 10-year customer.

antennabeams · ‎03-02-2020

Exact same issue here, started over a week ago. Came across this thread from Google.

It's impossible to play games online, lag spikes of 2k-3k every minute or two, along with some sporadic packet loss Captured it with a log (timestamped ping over 3 minutes to www.rogers.com) and shows the spikes with minor packet loss.

Support over social media told me yesterday "[I've] ran a thorough test on your area and it is fine. If you continue to experience the ping spikes you can try to exchange your modem at a Rogers retail store".

My modem is a CODA4582U (on gigabit). It's hard to think the modem is the issue given the existence of this thread. Did everyone's modems suddenly die? Doubtful.

Still, just to go through with the troubleshooting, I exchanged the modem this morning and guess what, the issue still PERSISTS! It doesn't matter what Ethernet port direct connect to or what device I use, I can replicate the issue.

So, to me, its pretty clear there's a network issue somewhere, whether its the connection into my home or the connection in the neighborhood or further upstream, the point is that it's a Rogers issue, not a personal hardware issue.

I'm quite annoyed.

Swifty00 · ‎03-02-2020

I've given up - it has been 3 weeks. The case has been closed twice without anything being done. It takes forever to get anyone at Rogers, and they don't do anything even if you do get them.

They are completely incompetent.

All I am doing now is lobbying Bell to get Fiber in our area. All I can suggest is that if you get this problem, ditch Rogers and move to Bell. Don't have any hope that they will make a serious attempt at fixing it. And they are being completely stupid about it. This is going to get worse and worse as traffic increases. Sticking their heads in the sand and sweeping it under the carpet isn't going to work forever.

BigJay1 · ‎03-02-2020

Same issue here in Brampton..........Bovaird/Torbram area....

I have had the Gigabit service now for many months, has been great. I am a tech by trade, have tried all the usual methods and investigated all the usual suspects. My speeds are bouncing like a yoyo...One test I am getting 850, next I am getting 10 down......

It has been perfect for months, a steady 950+ direct connection....

Frustrating.....

Datalink · ‎03-02-2020

@BigJay1 do you happen to have the white Hitron COCA-4582 modem? If so log into your modem and check the Software (firmware) version on the STATUS page to see if its been updated to V 7.1.1.30. If so, and your downstream rates on a speedtest don't go beyond 900 Mb/s or if the speedtest results are all over the map:

1. restart/reboot the modem if you haven't done that already. Pull the power, wait 15 seconds and plug it back in. Run a few speedtests to see whats up.

2. if the modem is in Bridge mode, flip it to Gateway mode and back to Bridge mode. Run a few speedtests to see whats up.

3. if neither of those work, nuke the modem and run factory reset. That should solve the problem. Run a few speedtests to see whats up.

Use the www.speedtest.net Rogers servers at Toronto, Ottawa or Montreal to check the data rates, whichever is closer. Looks like WTC Communications in Kingston must have upgraded their server as its running 900+ Mb/s these days, so also worth trying. Try the Rogers speedtest as well, although its only a gigabit server:

»www.rogers.com/customer/ ··· peedtest

CanuckisH · ‎03-02-2020

I have the same issues at Lakeshore and Browns line, every minute or so a brutal high lag spike that cuts out internet, then back to a smooth constant ping.

Talked to a colleague at work in Richmond hill he has the same issue, Rogers so far says they see no issues, but this is to much to believe it is not a real issue on their infrastructure end.

BigJay1 · ‎03-02-2020

Hello Datalink....

This is what my modem info says...

Hardware Version	1A
Software Version	2.0.10.36T6

Your number looks greatly different...

Datalink · ‎03-02-2020

7.1.1.xx will be the next version released for that modem, whenever the engineering staff solve all of the problems with that version.

shank1 · ‎03-02-2020

This problem "went away" for me about 2 hours ago.

Since the end of last week (kids say Thursday, I noticed it Friday) we were having a loss of sync with an upstream channel. This is the only relevant entry in the logs when that happened:

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;

Prior to this event, my service was generally hassle-free, there's only been 1 day over the past year that I recall it being unusable or intolerable. During this latest event I never fully lost sync and TCP sessions managed to stay active through the loss and in addition to that my US/DS power levels were where they should be.

Download tests hit the usual 900+Mbit until the desynch occurs, at which point it stalled/slowed (down to 10Mbit at times) but did eventually continue and climb back up within 30 seconds until it happened again, which has been within minutes of each occurrence over the past few days. I constantly had that error message refreshing its timestamp every minute at the bottom of my event log; it was reoccurring over and over and over all day long.

Upload tests struggled to maintain 5-10Mbit where usually it's an effortless 32, similar to the downloads they did eventually continue and complete.

Some ICMP/UDP traffic gets lost, TCP appears to weather the storm. DNS wasn't affected as much as some other stateless protocols I use.

After posting this (with my CMTS-MAC unmasked) to a similar reddit post on this topic the issue seems to have been resolved about 5 hours later. My modem has been up and connected for 24 hours (since I last tried to reboot) and no new configs were downloaded, so whatever fixed this for me was upstream and had nothing to do with my modem or wiring.

herrshaun · ‎03-02-2020

@Datalink Where are you getting this information? Are you as buddy buddy with engineering department as you say, or are you just making a bunch of educated guesses?

Datalink · ‎03-02-2020

@herrshaun what info are you referring to? I chat occasionally with some of the engineering staff, no where as near as often as I used to unfortunately since @RogersDave departed. Understandably, their rather busy juggling a few modems and other equipment, all with their own firmware update challenges. I've since moved on from the Puma 6 CGN3xxx modems to the 4582 which has far fewer problems in comparison, so, there's not as much impetus to maintain contact with the engineering staff.

Version 7.x for the 4582 has been under development for some time now, that's public knowledge as posted by @RogersIan in his occasional posts. There is a great deal of information in the forum which is scattered throughout various posts. If you're not in here on a daily basis as most of the Resident Experts are, its very easy to miss posts which contain information on firmware development. Throughout all of the posts, you learn a lot as time goes by, as in, ok, the modem is supposed to do xxxxx, but, when you attempt to do xxxxx, the function fails or does something else. That's just a matter of exposure to a good number of posts, and prompted trial and error in some cases where a customer is having problems.

Hope that answers some of your questions.

I'd love to see more engineering involvement with the forum. Its a cheap, easy way to determine the problems the customers are having in order to provide rapid feedback to Hitron and Intel. That's costly in terms of the Engineering staff costs, but, a single engineer can get a lot done in a very short amount of time with the right info from the customers. I'd also love to see someone from the Network Operations Centre pop in occasionally to see the issues that arise such as streaming to twitch or the current latency and packet loss issues in the GTA. Doesn't have to be a constant presence, but, even lurking in the background taking stock of ongoing developments would get a lot done.

Fwiw .....

Rogers Community

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