Brutal latency/ping Recently

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RogersCorey
Moderator
Moderator
Posts: 1,482

Re: Brutal latency/ping Recently

Greetings @herrshaun!

 

We are here to help and believe me, we're losing sleep over this issue. This latency issue has become the number one concern for @RogersAndy and I.

 

We are hard at work in the background on this and things are moving. Understand that even if you have done your own tests, we may need you to perform a fresh set of tests for us.

 

What I would ask going forward is that we focus on the issue at hand. We can't have our users arguing with one another in this thread.

 

Please Keep it Courteous.

You can review our User Guidelines here: http://bit.ly/CommunityForumGuidelines and Terms of Use here: http://bit.ly/TermsUse

Should you have any specific concerns please send a PM to CommunityHelps or contact us via Twitter @RogersHelps or on Facebook.com/Rogers. You may also use the Share a Concern option here: http://roge.rs/Jvge0i

Thanks for your contribution and for your help in keeping the community a pleasant place to be.

RogersCorey

-V-
I've Been Around
Posts: 1

Re: Brutal latency/ping Recently

I am glad I found this post because I've been spending the whole of last month just pulling out my hair thinking it was some connection on my end as I really do not want to contact support as I always get the run-around answers.
I have tried everything from resetting the router, turning it off for 5mins and turning it back on. Connecting the computer directly to the router, etc. Nothing seems to work.
I am in the GTA and playing online games has seem to be brutal and almost unplayable. At times, it would seem the connection is perfectly fine without any changes and other times my latency would be horrible.
Last night was just as bad trying to watch Netflix, you would keep getting the loading for 5-10 seconds before the connection is fast again.
Anyways, I hope this gets fixed soon whatever is causing this issue.

Swifty00
I Plan to Stick Around
Posts: 32

Re: Brutal latency/ping Recently

OK - Finally a plausible solution on my problem.

 

Looks like a Rogers are building/splitting a node in our area and moving us over. Reports from a couple of people in our area are that this is working for them.

 

This has taken a long lime, but it really does fit the evidence pattern on all our problems.  First time in 4 weeks that I am hopeful of a fix.

sbenninger
I Plan to Stick Around
Posts: 135

Re: Brutal latency/ping Recently

I have not read the entire thread but this is indeed a Rogers network issue that has been ongoing sine the outage on Feb 23rd. Not sure if a failed upgrade or core routing equipment failure but definitely their issue. No amount of local troubleshooting will correct it. My ping monitor as well as many others on here show the high pings starting at the first hop default gateway which is on Rogers network. It reminds me of an issue I had on old switch gear where the switch would flush and relearn the ARP table at a certain interval causing the CPU to hit 100% and cause latency at those times. Not saying that is the issue here but something in their core is at fault. It is also affecting the TPIA providers as well.

 

I also had a support chat last week and they said the "area issue" was resolved so must me a local issue. Tech arrived and left with the spikes continuing. I think this past Friday night and last night were the best 2 days since the outage on the 23rd. Sunday was brutal though.

 

Most users will not even know their is an issue...only Online Gamers and VPN users will really see the negative affects of the ping spikes.

 

It would be nice if they at least put out some sort of notice or acknowledgement of the issue and that they are working on it. At the very least keep their support reps updated on the status. 

 

On a positive note I see clean plots since last night so hopefully they have a long term resolution in place.

herrshaun
I Plan to Stick Around
Posts: 71

Re: Brutal latency/ping Recently

@RogersCorey I appreciate your response and I'm sorry for being so confrontational, but understand that I have been dealing with this for over a month now. I have spoken to multiple techs and support agents, and have not heard the same story twice. When this happens, I'm sure you can imagine how frustrated someone gets.

 

I will tone down the callousness, but if you are working in the background and things are indeed "moving", what I and the other people dealing with this issue would really appreciate is some transparency on this issue. Give us updates on the issue so we can feel like Rogers is actually doing something. This can make the difference between a continued customer, or someone who's going to jump ship to Bell or something (like a couple of people have apparently already done).

 

antennabeams
I've Been Here Awhile
Posts: 3

Re: Brutal latency/ping Recently

Yesterday, I was told to exchange my modem after troubleshooting via social media.

I did that, and the issue persists. Social media support creates a case file for engineering, says they'll get back to me within 48hrs.

 

This morning I get an automated call that my issue is fixed. I run a ping test right away, it's NOT FIXED.

 

Ran another one just now, and ...well..see for yourself.

 

https://pastebin.com/jjnGmt4c 
Dropped packets, ping spikes in the thousands. Same ISSUE.

 

In addition, my upload seems to be severely impacted -- even trying to upload a 80MB file to several different production tools (one owned by Google (GSuite/google drive, the other not) results in a 10+minute upload time. Usually this takes a fraction of the time.  Uploading a 300MB file took 45minutes. Insanity (I'm on Gigabit, should be 30mbit up, but that's nowhere close).

Ping seems to spike harder when upstream activity is occurring, but honestly it's impacted the same way with any network activity going on (that includes, seemingly, uploading a file, playing a online game, and even just the ping testing itself). This is not normal and now its impacting my ability to work.  

When will this be properly fixed?  My case is not fixed, clearly.

sbenninger
I Plan to Stick Around
Posts: 135

Re: Brutal latency/ping Recently

I was thinking the issues were upload related as well but have not had a chance to test and confirm the theory.

 

Rogers wouldn't be attempting to enable Docsis 3.1 on the upstream channels causing all of these issues would they? 

herrshaun
I Plan to Stick Around
Posts: 71

Re: Brutal latency/ping Recently

@antennabeams They test for about 10 minutes when determining whether an issue is fixed. You can't give them exact times that the service gets bad because they don't care. I went through the same thing and was told they were "unable to find an issue" because they did a ping test 8 hours later. 

 

It sounds like you're right where the rest of us are - sitting in the dark, trying to determine which of the 4 or 5 different explanations we get is the correct one, while Rogers does whatever (if anything) in the background.

Swifty00
I Plan to Stick Around
Posts: 32

Re: Brutal latency/ping Recently

I have to say this seems like a classic case of Bufferbloat.

 

You can test it here - I get an A+ for Quality and a D for bufferbloat.

http://www.dslreports.com/speedtest

 

Basically the traffic management on the network is slowing down the throughput to a point that it backs up the traffic too much.  Actual throughput is fine, but the first packet in a frame is being held up while it awaits management/metering. Once your 10 GB download is cleared, it blazes through, but small gaming frames or pings, have to wait every time to be checked and they can back up in the buffer.

-G-
Resident Expert
Resident Expert
Posts: 2,146

Re: Brutal latency/ping Recently


@sbenninger wrote:

I was thinking the issues were upload related as well but have not had a chance to test and confirm the theory.

 

Rogers wouldn't be attempting to enable Docsis 3.1 on the upstream channels causing all of these issues would they? 


Who knows.  It could be a bug in a software update (preparing for this?) that causes a piece of network gear to stop forwarding packets (correctly) every so often...  the kind of bug that only triggers in the real-world, not testing in the lab.  In my case, it was "only" for a few seconds at a time, and I typically didn't get much (if any) packet loss so it's likely that this occurred at the network edge.