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 ***

[Datalink]

@Swifty00 what modem are you using, a white Hitron CODA-4582 or an XB6 which is used for the Ignite TV service?

When you have time, can log into your modem, copy the signal level table and post it.  The 4582 modem table looks as posted here:

https://communityforums.rogers.com/t5/Internet/Brutal-latency-ping-Recently/m-p/457374#M59406

The XB6 table is as seen here:

https://communityforums.rogers.com/t5/Ignite-TV/Ignite-TV-Slow-WiFi-Speeds/m-p/457079#M5933

I'd like to see the channel configuration for your modem, as you're indicating that the problem seems to have abated for you. 

[Merckx]

It's still happening to me. Overwatch was unplayable for me tonight lag spikes and packet loss. The problem was worst it's been since the issue started a month ago. My current deal is up at the end of the month so I guess it's time to try Bell. Rogers your customer service is a joke. 

[Datalink]

@Merckx can you have a look at my post which is just above yours and if and when you have time, post your modem signal levels.  

[Merckx]

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	256QAM	2.400	7	38.983
2	579000000	256QAM	1.500	5	40.366
3	585000000	256QAM	2.100	6	38.983
4	279000000	256QAM	-0.700	1	40.366
5	597000000	256QAM	3.200	8	40.366
6	603000000	256QAM	2.700	9	40.366
7	609000000	256QAM	3.100	10	40.366
8	615000000	256QAM	2.600	11	40.366
9	621000000	256QAM	2.200	12	40.946
10	633000000	256QAM	0.700	13	38.983
11	639000000	256QAM	0.300	14	38.605
12	645000000	256QAM	0.800	15	38.605
13	651000000	256QAM	1.300	16	40.366
14	657000000	256QAM	1.600	17	38.983
15	663000000	256QAM	1.400	18	38.983
16	669000000	256QAM	2.100	19	38.605
17	675000000	256QAM	2.800	20	38.983
18	681000000	256QAM	3.100	21	38.605
19	687000000	256QAM	3.800	22	40.366
20	693000000	256QAM	4.300	23	38.983
21	699000000	256QAM	4.200	24	40.366
22	705000000	256QAM	3.900	25	38.605
23	711000000	256QAM	4.200	26	38.983
24	717000000	256QAM	3.600	27	38.983
25	723000000	256QAM	3.900	28	38.900
26	825000000	256QAM	0.400	29	38.200
27	831000000	256QAM	-0.600	30	38.600
28	837000000	256QAM	0.000	31	37.600
29	843000000	256QAM	-1.300	32	37.300
30	849000000	256QAM	-1.000	2	36.400
31	855000000	256QAM	-2.200	3	36.400
32	861000000	256QAM	-2.200	4	36.900

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	25300000	ATDMA - 64QAM	41.000	2	3200000
2	36996000	ATDMA - 64QAM	43.250	4	6400000
3	30596000	ATDMA - 64QAM	42.250	3	6400000
4	22100000	ATDMA - 64QAM	40.500	1	3200000

[Tolo]

I'm in NW Waterloo and you can add my name to the list of spikes and packet loss.  This has caused major rubber banding and stutter in Overwatch and COD:MW.  It has existed everyday for well over a month and at one point I even went and purchased a whole new router!   Only change I can think of that may coincide with the packet loss is the fiber that was laid across the front of the houses in the neighborhood.

Below are my signal levels: CODA - 4582

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	609000000	QAM256	5.199	10	40.366
2	591000000	QAM256	5.000	7	38.983
3	597000000	QAM256	5.099	8	40.366
4	849000000	QAM256	3.299	2	37.355
5	855000000	QAM256	3.099	3	37.355
6	861000000	QAM256	3.299	4	37.636
7	579000000	QAM256	4.599	5	40.366
8	585000000	QAM256	4.800	6	39.397
9	603000000	QAM256	4.900	9	40.946
10	279000000	QAM256	1.299	1	40.366
11	615000000	QAM256	5.199	11	40.366
12	621000000	QAM256	5.300	12	40.946
13	633000000	QAM256	4.900	13	40.366
14	639000000	QAM256	5.000	14	40.366
15	645000000	QAM256	5.000	15	38.983
16	651000000	QAM256	4.900	16	38.983
17	657000000	QAM256	4.400	17	38.605
18	663000000	QAM256	4.400	18	38.605
19	669000000	QAM256	4.400	19	38.605
20	675000000	QAM256	4.900	20	38.605
21	681000000	QAM256	5.099	21	38.605
22	687000000	QAM256	5.199	22	38.983
23	693000000	QAM256	5.500	23	38.605
24	699000000	QAM256	5.699	24	38.983
25	705000000	QAM256	5.400	25	38.983
26	711000000	QAM256	5.300	26	38.983
27	717000000	QAM256	4.900	27	38.983
28	723000000	QAM256	4.900	28	38.983
29	825000000	QAM256	3.500	29	37.355
30	831000000	QAM256	3.500	30	37.355
31	837000000	QAM256	3.500	31	37.636
32	843000000	QAM256	3.400	32	38.605

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	2.000000

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	30596000	64QAM	40.270	4	6400000
2	38596000	64QAM	40.010	6	3200000
3	23700000	64QAM	39.770	5	6400000
4	0	QAM_NONE	-	---	1600000
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

[Datalink]

Thank you @Merckx.  There's nothing unusual or untoward in your signal levels.  The OFDM section is missing.  Can you post that as well please. 

Fwiw, the 4582 modem doesn't use the DOCSIS 3.0 downstream channels as shown in your post.  It uses the OFDM channel for downstream data.  It still uses DOCSIS 3.0 channels for upstream data. 

I wanted to check for changes in the channel layout as well, but, the channels present in the DOCSIS 3.0 channel group looks pretty standard.  So, there's nothing unusual with the current channel layout.  

I suspect that you're among the group of users who are affected by the widespread latency and packet loss problems that the Rogers network seems to be suffering from.  You can contact @RogersAndy for further assistance.  Follow that link to his public page.  Further down the page is a link to "Send this user a private message".  Follow that link to the message composition page.  Fill in the subject and details and hit send.  It will already be addresses.  When you're logged into the forum, watch for a number overlaying your avatar at the upper right hand corner.  That avatar also serves as a link to your profile and message boxes.  Follow the message boxes link down to your message inbox to see the response.  

Hopefully Andy can get the network engineering staff to assist. 

[Singh31]

Adding to this as this started happening to me as well here in Pickering as of Wednesday evening, making gaming in League and WoW unusable at times as I get lagspikes/packet loss every 10 minutes, as well as causing restarts in our IPTV system under ignite. Of course calling in they say it's fine because they're not testing for an intermittent issue.

[herrshaun]

@Datalink I tried doing a ping test to the first IP in a traceroute like you suggested to the other guy and got a ping spike of 65ms among 6-10ms pings. You said this is not cause for concern as long as I'm not experiencing packet loss, right?

Here are my signal levels since you're analyzing everyone else. Tell me if you see anything out of the ordinary.

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	256QAM	-1.700	7	40.946
2	597000000	256QAM	-1.900	8	40.366
3	603000000	256QAM	-2.600	9	40.366
4	849000000	256QAM	-1.700	2	40.946
5	855000000	256QAM	-1.500	3	40.366
6	861000000	256QAM	-1.300	4	40.946
7	579000000	256QAM	-0.900	5	40.946
8	585000000	256QAM	-1.600	6	40.366
9	303000000	256QAM	-2.600	1	40.946
10	609000000	256QAM	-2.900	10	40.366
11	615000000	256QAM	-2.400	11	40.366
12	621000000	256QAM	-2.300	12	40.366
13	633000000	256QAM	-1.400	13	40.366
14	639000000	256QAM	-0.700	14	40.366
15	645000000	256QAM	-0.400	15	40.946
16	651000000	256QAM	0.300	16	40.366
17	657000000	256QAM	0.900	17	40.366
18	663000000	256QAM	1.800	18	40.366
19	669000000	256QAM	1.900	19	40.946
20	675000000	256QAM	1.800	20	40.946
21	681000000	256QAM	2.100	21	40.946
22	687000000	256QAM	2.100	22	40.946
23	693000000	256QAM	2.100	23	40.946
24	699000000	256QAM	2.200	24	40.946
25	705000000	256QAM	2.200	25	40.946
26	711000000	256QAM	2.200	26	40.946
27	717000000	256QAM	1.600	27	40.946
28	723000000	256QAM	1.200	28	40.946
29	825000000	256QAM	-1.500	29	40.366
30	831000000	256QAM	-1.400	30	40.366
31	837000000	256QAM	-1.500	31	40.366
32	843000000	256QAM	-1.900	32	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	2.400002

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	36996000	ATDMA - 64QAM	35.750	4	6400000
2	22100000	ATDMA - 64QAM	37.750	1	3200000
3	30596000	ATDMA - 64QAM	36.500	3	6400000
4	25300000	ATDMA - 64QAM	38.000	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

[Datalink]

@Tolo did the fibre burial crew use a ditch witch to bury the conduit along the front of the homes?  If so, that conduit will be much deeper than the RG-6 cable that runs from the local tap. 

You're probably suffering from the latency and packet loss issues that have been plaguing the Rogers network over the last month.  Assuming so, I direct your attention to the following post by @RogersAndy 

https://communityforums.rogers.com/t5/Internet/Brutal-latency-ping-Recently/m-p/457375#M59407

Fwiw, there's nothing evident in your signal levels that appears to be a problem.  The target signal level for the downstream DOCSIS 3.0 levels is 0 dBmV, so, yours are a little high, but, their ok where they are.  The signal to noise is ok.  The upstream levels is higher than normal for this modem, but well within spec.  The typical output is around 30 dBmV.  If you have a splitter installed on the inbound cable that splitter will drive up the output, just a question of the value of the port that feeds the modem.  

The OFDM channel is a mystery as there isn't enough data presented to determine its health.  Tech support has access to the signal level, signal to noise ratio and QAM data for the OFDM channel.  So, you would have to call tech support to inquire about the data, or @RogersAndy could check the OFDM data. 

[Singh31]

Here's my logs

Downstream

Channel Bonding Value

7

1

2

3

4

5

6

8

9

10

11

12

13

14

15

16

17

18

19

20

21

22

23

24

25

26

27

28

29

30

31

32

33

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

591 MHz

279 MHz

849 MHz

855 MHz

861 MHz

579 MHz

585 MHz

597 MHz

603 MHz

609 MHz

615 MHz

621 MHz

633 MHz

639 MHz

645 MHz

651 MHz

657 MHz

663 MHz

669 MHz

675 MHz

681 MHz

687 MHz

693 MHz

699 MHz

705 MHz

711 MHz

717 MHz

723 MHz

825 MHz

831 MHz

837 MHz

843 MHz

350 MHz

275600000

38.7 dB

40.2 dB

39.0 dB

38.8 dB

38.8 dB

39.3 dB

39.1 dB

38.4 dB

37.9 dB

37.8 dB

37.6 dB

37.7 dB

38.2 dB

38.1 dB

38.4 dB

38.3 dB

38.6 dB

38.6 dB

38.7 dB

38.6 dB

38.6 dB

38.7 dB

38.6 dB

39.0 dB

38.6 dB

38.5 dB

38.3 dB

37.7 dB

39.7 dB

39.3 dB

39.2 dB

39.0 dB

40.0 dB

NA

0.5 dBmV

-1.8 dBmV

3.3 dBmV

3.1 dBmV

2.9 dBmV

0.3 dBmV

0.1 dBmV

0.8 dBmV

1.1 dBmV

1.0 dBmV

1.0 dBmV

0.9 dBmV

0.8 dBmV

0.8 dBmV

0.6 dBmV

0.6 dBmV

0.6 dBmV

0.8 dBmV

0.9 dBmV

1.5 dBmV

1.4 dBmV

1.7 dBmV

1.6 dBmV

2.1 dBmV

1.9 dBmV

1.9 dBmV

1.7 dBmV

1.3 dBmV

3.4 dBmV

3.5 dBmV

3.4 dBmV

3.1 dBmV

0.3 dBmV

NA

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

OFDM

OFDM

IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type

Upstream	Channel Bonding Value
1	2	3	4
Locked	Locked	Locked	Locked
22 MHz	25 MHz	30 MHz	36 MHz
2560	2560	5120	5120
47.0 dBmV	45.8 dBmV	47.3 dBmV	47.3 dBmV
QAM	QAM	QAM	QAM
TDMA_AND_ATDMA	TDMA_AND_ATDMA	ATDMA	ATDMA

[Datalink]

@herrshaun to run a ping test to check for packet loss, ping the second IP address in a trace to anywhere.  With the modem in Gateway mode with a direct connection, or with the modem in Bridge mode with a router behind it in full router mode, and an ethernet connection to the router:

1. The first IP address will be the modem (Gateway mode) , or router, if a router is in use with the modem in Bridge mode.  

The second IP address will be the Cable Modem Termination System (CMTS).  

Ping the second IP address, looking for packet loss.  You can't use this address for latency testing due to an internal timing problem with the 4582.  Ignore any high ping times that you see.  Typically a response time from the CMTS will be in the 8 to 13 milli-second timeframe.

To test for latency, ping Rogers Primary IPV4 DNS:  64.71.255.204   You should not see wild response times from the DNS, and you should not see a great amount of packet loss either.  There may be some packet loss, maybe a dozen pings across a whole day.  Its never perfect, but, you should not see a large packet loss, as in 1% or higher.  

Looking at your signal levels, they appear ok, nothing unusual pops out.  The DOCSIS 3.0 (channels 1 to 32) look fine for signal level and signal to noise ratios.  The upstream is a little higher than normal, but well within spec.  The modem typically runs around 30 dBmV for upstream signal level, but, if you happen to have a splitter installed on the inbound cable, that will drive up the upstream signal level out of the modem.  

The OFDM channel is a mystery as there isn't enough data presented to determine its health.  Tech support has access to the signal level, signal to noise ratio and QAM data for the OFDM channel.  So, you would have to call tech support to inquire about the data, or @RogersAndy could check the OFDM data. 

[herrshaun]

@Datalink I am pinging 64.71.255.204 right now and getting insane packet loss. What does this mean?

[Datalink]

@Singh31 there's nothing in your signal levels that appear to be a problem.  The spread from high to low is a little large, but, it shouldn't cause any issues.  The upstream levels are high.  Typically we see a range from 36 to 40 dBmV for upstream level unless you're looking a CODA-4582 modem.  So, your upstream levels are at 46/47 dBmV, where the max DOCSIS spec for three or four channel upstream ops is 51 dBmV and where Rogers uses 52 dBmV as a failure point.  So, your upstream is climbing towards failure and is worth keeping an eye one.  Arguably its within spec.  

At the present time I'm going to direct your attention to the following post from @RogersAndy.

https://communityforums.rogers.com/t5/Internet/Brutal-latency-ping-Recently/m-p/457375#M59407

There have been latency and packet loss problems over the last month which affect Rogers and TPIA customers, so, you're not the only one who has seen this.  Please have a look at that post and contact @RogersAndy for further assistance.

[Singh31]

Thanks for the reply, did send a PM out a while back, currently just running ping tests at the moment to try and spot when I'm getting packet loss.

Atm, here's a traceroute I did to WoW servers:

C:\WINDOWS\system32> tracert 24.105.62.129

Tracing route to 24.105.62.129 over a maximum of 30 hops

1 <1 ms <1 ms <1 ms 10.0.0.1
2 12 ms 13 ms 9 ms 99.231.242.1
3 12 ms 18 ms 22 ms 8081-dgw02.ajax.rmgt.net.rogers.com [67.231.222.109]
4 19 ms 9 ms 8 ms 3000-dgw01.ajax.rmgt.net.rogers.com [209.148.236.73]
5 12 ms 9 ms 9 ms 209.148.236.57
6 23 ms 25 ms 22 ms 209.148.235.101
7 29 ms 32 ms 21 ms eqix-ix-ch1.blizzard.com [208.115.136.85]
8 47 ms 159 ms 164 ms ae1-br01-eqch2.as57976.net [137.221.69.33]
9 21 ms 19 ms 21 ms be1-pe1-eqch2.as57976.net [137.221.69.67]
10 22 ms 21 ms 21 ms chi-eqch2-ia-bons-02.as57976.net [137.221.66.11]
11 22 ms 19 ms 21 ms 24.105.62.129

[Datalink]

Ok, so, just to recap, you were pinging the second IP address in the trace, which is the CMTS and did not see any packet loss?

Then, pinging Rogers Primary IPV4 DNS, you end up with a huge packet loss, correct?  That translates to some issue at the CMTS or beyond, somewhere between the CMTS and the Domain Name Server.  And ..... it shouldn't be happening.

If you're running IPV6, can you also ping the IPV6 DNS, just to check for any difference.  The IPV6 DNS servers are:

Primary IPv6 DNS:

2607:f798:18:10:0:640:7125:5204

Secondary IPv6 DNS:

2607:f798:18:10:0:640:7125:5198

Let me refer you to the following post as well by @RogersAndy:

https://communityforums.rogers.com/t5/Internet/Brutal-latency-ping-Recently/m-p/457375#M59407

[Singh31]

Right now I'm currently getting no packet loss, but it has been on and off all evening. The pings from the data are to the Blizzard servers.

Here's the IPV6 Ping I got:

Pinging 2607:f798:18:10:0:640:7125:5204 with 32 bytes of data:
Reply from 2607:f798:18:10:0:640:7125:5204: time=12ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=12ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=13ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=22ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=11ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=11ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=11ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=15ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=11ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=13ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=10ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=14ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=10ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=16ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=9ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=10ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=13ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=12ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=9ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=19ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=16ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=9ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=18ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=22ms
Reply from 2607:f798:18:10:0:640:7125:5204: time=18ms

Ping statistics for 2607:f798:18:10:0:640:7125:5204:
Packets: Sent = 25, Received = 25, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 9ms, Maximum = 22ms, Average = 13ms

Right now it's all good, but again it's been an intermittent issue, so I'll keep testing to see if I can catch it on a test.

[herrshaun]

@Datalink I have started pinging the IPV6 DNS address and it far more stable. I will let you know the results of the test (3600 pings) when it's finished.

[Datalink]

@Singh31 those high time returns on hop #8 are from a blizzard server.  Its actually good that the trace is running all the way thru.  What we've seen recently is that the trace would die within Blizzard's servers, and that a reverse trace using Blizzard's Looking Glass would fail within Roger's network, so, fingers are pointed in both directions.  If you're noticing latency or packet loss please contact @RogersAndy to add your name to the affected list.  I'm hoping that the list will in fact receive the attention that it requires !!!!

[Singh31]

I've reached out to Andy through PM and I'm hopefully something can be done because it's brutal right now to try and raid.

[NeRo2_O]

It's been about a week for me @Singh31  where its been unplayable for me. (Pubg, Battlefield V, Modern Warfare).  A couple people from the community where i live reached out to me and are also having this issue. (I'll make sure they post here as well) Hopefully it'll get resolved soon.

[Singh31]

My cousin who lives in downtown Toronto has had it for 2 weeks, and gave up with repeated runarounds from TS, switching to Beanfield. WoW has become unplayable for both us.