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Brutal latency/ping Recently

t27c
I plan to stick around

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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Re: Brutal latency/ping Recently

riotvale
I've been here awhile

Recent Unexplained Increasing Latency (ping) Times - Ignite Service, only Internet, no TV

 

I've posted this on other forums too, hoping this one can help me out somehow

___________________________________________________________________________________

Hopefully someone reading this can provide a bit of insight regarding this issue we’ve been having at home recently. My brain is fried thinking about it.

The Issue:

Earlier this week (Monday, March 9), I noticed that while playing some WoW that everything started lagging. Cast times, looting, walking in a straight line even – my ping to the servers (usually always between 20-50ms), suddenly started to spike higher and higher over a period of minutes. Going from 21ms to 100, to 300, 500 ,700, 1000, 1500, 2000 ms. After a period of time – no pattern really, sometimes 10 minutes, sometimes an hour, it would go back down to the initial 20-50ms, only for the same thing to repeat itself minutes later. I thought maybe it was just some sort of isolated incident, but this kept happening throughout the day. I slept on it and hoped for the best the following day.

Unfortunately, the same thing was happening the next day and every day even till now. It happens for many different games I’ve tried, all which yield the same results:

WoW – Casting times, looting, walking, moving things around in the inventory, accepting and turning in quests; all this makes the experience unplayable.
Starcraft 2 – delayed response on all commands causing frames to squeeze everything in while issuing commands. The ping spikes fluctuate up and down it seems.
Diablo 3 – All mobs skip around on screen, and character gets stuck in animations only for all the frames to catch up shortly thereafter. Pings show anywhere from 75ms – 1500ms
Path of Exile – As if the servers weren’t hammered enough from the start of the new league, the latency spikes in this game are the most prevalent and noticeable. Nigh unplayable.
Minecraft - Placing down blocks and mining blocks comes with delays of all sorts. Moving in a straight line shows how unstable everything is.
Wolcen – the third ARPG I’ve tried and as above, the results are the same as the others.

All of these programs had the same pattern repeat over and over. Starting off with a ‘normal’ connection which worsened. Sometimes this would take 5-10 minutes for the ping to start increasing, sometimes ping would be high right off the bat.


Here is my setup:
1 Computer Wired to modem
3 Computers Wireless (2.4ghz or 5ghz) – also to modem – I don’t have a router yet; was planning on buying one, but then ran into this whole issue.
Ignite Gigabit down, 30mbps UP

At first I thought all this was isolated to the wired PC (the main PC). All these issues manifest themselves on the other 3 wireless connections. Same programs, same issues with the same parameters.

What I’ve done so far:

Speedtest.net, fast.com have reported somewhat normal numbers: ~840-950mbps down and 25-30 up with a 9-11 ms ping. There are times though that the reported numbers are wildly lower though; hovering in the 40mbps-200mbps down. I can’t explain that.
I’ve reached out to my ISP multiple times regarding all this. They sent out a technician on Thursday March 12. He thought that the connectors on the junction box at the side of my house were aged, and so he replaced them and assured me all would be fine That was the only thing he really did other than checking out the connection speed of the network. Of course 30 minutes after he left, the problems started rearing its head again. The ISP has run a full gamut of tests on their end and have reported no problems that they can see at all. Pings have reported normal, no dropped/lost packets. They will be sending a “network specialist’ sometime next week.
I’ve run full antispyware, adware, malware, virus tests on the machines hoping to make sure that there isn’t some intrusion which is causing the problem. All results have come back negative, but I’m not versed enough as to whether these “complete” scan tests are enough.
Thinking at first that it was limited to my main wired PC (i7 3930k @ 4.0ghz, GTX 1080ti, EVO 500 SSD), I thought it was the SSD failing. Running the Samsung Magician diagnostic tool reported everything as fine. Obviously, after testing the other wireless pc’s (approx. same specs) showed that this problem was not isolated to just the main wired rig.
I thought maybe some other device in the household was sucking up a large amount of bandwidth, so I disconnected every other device in the house
-Nvidia Shield
- PS4 pro
-PS4 Slim
- 4 Switches(1 wired, 3 wireless)
-Ipads, iphones,
- Roku stick
- Roku TV

Pretty much everything connected wireless or hardwired in. I isolated it so that it was ONLY the main PC that was connected. That didn’t change a thing

The main thing I’m concerned about are not the speeds, as I’m clearly getting everything as advertised. It’s the pings that are making everything completely unplayable. Why this all of a sudden happened this week beats me. I’ve lived in this house for almost 8 years now and I’ve never experience this issue before. The ISP cant’ find anything at all on their end which might be causing the issue. The best they can do is send out their network specialist, and I’ll have to show him the issues I’m having first hand.

If anyone has any information that they can point me to, that would be greatly appreciated. Perhaps I’m missing something basic and hopefully it’s just something I’ve overlooked.
Thanks for reading, be safe!

Re: Brutal latency/ping Recently

-G-
Resident Expert
Resident Expert

@riotvale  This has been an ongoing issue for many people over the last month or two, and has been reported and discussed at length in the following thread: https://communityforums.rogers.com/t5/Internet/Brutal-latency-ping-Recently/td-p/454780

 

I'm not a gamer but do have Ignite TV.  After many months of trouble-free service, I started to see audio and video dropouts.  For some reason, the CMTS/CMTS router stops forwarding network packets, sometimes for several seconds.  This is REALLY bad for any latency-sensitive network applications.

 

I reported the issue and it has mostly been resolved, at least for me.  (I still see quite a bit of jitter but it's fairly minor.  Pings typically have a RTT of < 15 ms although it can sometimes spike to 100 ms.)  However, several users are still reporting severe latency spikes and packet loss.

Re: Brutal latency/ping Recently

nomad1984
I'm here a lot

@-G- How did you manage to report the issue where Rogers actually looked into it past the "we don't see anything from our end" tech support calls? I have tried 6 times now, to no avail, I posted in here earlier with extensive notes and logs but not sure how to actually have that information consumed by Rogers and connected to my account / area, etc.

Re: Brutal latency/ping Recently

Tolo
I plan to stick around

Nearly 6 hours of ping plotter and this is the result. Rogers said I shouldn't worry about the PL to the ipv4 primary DNS previously.....

 

Looks like the first major issue area is their internal 10.202...... server....

 

(Left out my local first hop then went back and put the field names, hence the splice)


6HOURSROGERSPING.png

Re: Brutal latency/ping Recently

@onyxapple your post has been moved to this thread as the thread is appropriate for your current situation.  If you read thru many of the posts in this thread, you will see that you're not the only affected by the latency problem.  This is an ongoing problem since January and affects Rogers and TPIA customers as well.  Rogers is radio silent on the situation so no one has any real solutions to the problem.  While tech support can check the modem signal levels to determine if their within spec, they really don't check for packet loss unless pressed to do so.  In the current situation, the problem is at or beyond the Cable Modem Termination System (CMTS) which your modem connects to.  That is beyond tech support and requires the network engineering staff to resolve.  Sorry I don't have better news for you 😞

Re: Brutal latency/ping Recently

Datalink
Resident Expert
Resident Expert

@Tolo What modem do you have?  If its a CGN3xxxx or white CODA-4582, you will see false packet loss from pingplotter for the modem and CMTS (hop #2) when you ping a target beyond Hop #2.  If you ping the modem only you shouldn't see any packet loss.  If you ping the CMTS (hop #2), you will see false packet loss from the modem while the CMTS hop should not exhibit any packet loss.  When you ping a target beyond hop #2, you will see packet loss from both the modem and CMTS, where you just proved to yourself that both are free of any packet loss. 

 

As for the ping test to the Rogers Primary DNS 64.71.255.204, you shouldn't see anything but the occasional rare packet loss from the DNS.  

 

Looking at your ping test, that looks pretty ugly.  Run a command line ping test to the DNS just to see what results you get.  The command line ping should confirm the results that you see with Pingplotter. 

Re: Brutal latency/ping Recently

Tolo
I plan to stick around

@Datalinkit is the CODA-4582. You checked out my modem signals along with Rogers community support and they checked out OK.  I'll run the same same ping test tomorrow during peak time and save it to a txt file 🙂

 

Re: Brutal latency/ping Recently

Datalink
Resident Expert
Resident Expert

@Tolo have a look at the following post and consider running a TCP/IP ping test to the same DNS address:

 

https://communityforums.rogers.com/t5/Internet/Brutal-latency-ping-Recently/m-p/458014#M59641

 

Pingplotter will run a single address test to the selected address.  That would be interesting to see both latency and packet loss for the same route using TCP/IP instead of ICMP. 

Re: Brutal latency/ping Recently

-G-
Resident Expert
Resident Expert

@nomad1984 wrote:

@-G- How did you manage to report the issue where Rogers actually looked into it past the "we don't see anything from our end" tech support calls? I have tried 6 times now, to no avail, I posted in here earlier with extensive notes and logs but not sure how to actually have that information consumed by Rogers and connected to my account / area, etc.


When they say "we don't see anything from our end" they would be right.  Signals to the modem look just fine.

Posting logs is great but they only show spikes in path latency.  It's not easy for Tech Support or the network teams to find what's actually causing it.

 

 

When I run a ping test on a Linux system, I normally see 8 - 12 ms ping times to 8.8.8.8.  When things got really bad, I constantly started seeing something like this:

64 bytes from 8.8.8.8: icmp_seq=3451 ttl=55 time=8004 ms
64 bytes from 8.8.8.8: icmp_seq=3452 ttl=55 time=7002 ms
64 bytes from 8.8.8.8: icmp_seq=3453 ttl=55 time=5978 ms
64 bytes from 8.8.8.8: icmp_seq=3454 ttl=55 time=4954 ms
64 bytes from 8.8.8.8: icmp_seq=3455 ttl=55 time=3930 ms
64 bytes from 8.8.8.8: icmp_seq=3456 ttl=55 time=2906 ms
64 bytes from 8.8.8.8: icmp_seq=3457 ttl=55 time=1882 ms
64 bytes from 8.8.8.8: icmp_seq=3458 ttl=55 time=858 ms

 

When this happens, Ignite TV freezes, FaceTime freezes, etc.  There's no packet flow in either direction for 8+ seconds.  Ping times before and after this blip are < 15 ms.

 

In that last example, if I were to run a traceroute on my XB6 gateway to 8.8.8.8 the moment that my pings freeze, the first hop (the CMTS router) has an RTT of 8000+ ms ; the remaining hops get processed after the CMTS freeze subsides and they have a RTT of < 15 ms.

 

If I run a simultaneous ping test to 8.8.8.8 and to my CMTS in two separate windows, during the "freeze", I would actually also see higher RTTs to the CMTS router.  So, not only does it stop forwarding packets for a few seconds, it's REALLY busy doing something that has a higher priority than responding to my ICMP Echo Request.

 

This is not the sort of thing that you can report by calling in to Tech Support.  In this case, I worked with the @CommunityHelps  team.  After some back-and-forth with the Mods, they created a ticket on my behalf and forwarded all of my test results for further investigation.  A few days later, things went back to normal.

Re: Brutal latency/ping Recently

GotRobbed
I plan to stick around

Sorry to bother, I have an ongoing ticket with Rogers to try to get this fixed (Technician coming, theres an internal ticket with some engineers as well, apparently). Will I have to contact CommunityHelps as well to get it fixed?

Re: Brutal latency/ping Recently

nomad1984
I'm here a lot

@-G- Thank you for the quick and thorough reply, I posted earlier about my symptoms and attempts to fix them: https://communityforums.rogers.com/t5/Internet/Brutal-latency-ping-Recently/m-p/458131#M59682

 

Do the results I posted coincide with what you were experiencing as well? I know that my modem is the model that provides false packet loss on hop#2. Is there any other test I can run other then what I posted in that post that I could send to Rogers that may assist them in troubleshooting?

 

Many thanks again!

Re: Brutal latency/ping Recently

riotvale
I've been here awhile
@-G- Thank you for your insight. I will take a look tomorrow at my options, and where to go from this point. This is a very long thread, so I'll have to take some time to read through all of it.
Hopefully, I can come up with something intelligent to present to tech support so I can get the problem fixed ASAP. It's hard to pay the $100 for this only to receive these issues.

Re: Brutal latency/ping Recently

-G-
Resident Expert
Resident Expert

@GotRobbed  I should hope not.  This only got fixed for me a few days ago.  They likely backed out a change on my node and probably on just a few others as well.  Now that they know that the problem has been fixed for me, they would then have to devise a plan for what they need to do network-wide, short-term and long-term.  (I have my guesses as to what they were doing and why this happened.  Rogers won't confirm my suspicions so I won't post anything here.)

Re: Brutal latency/ping Recently

Datalink
Resident Expert
Resident Expert

You know, if thats what it took, to point out a high activity period for the CMTS, there's no reason that Rogers shouldn't be able to review the all of the CMTS records looking for spikes in activity, either CPU or traffic, and correlate that to the ongoing processes in the CMTS.  I would think that the CPU activity and traffic levels should be recorded at least every minute, if not more.  This should be a matter of searching thru the data looking for markers that indicate the same set of circumstances.  

Re: Brutal latency/ping Recently

-G-
Resident Expert
Resident Expert

@nomad1984 wrote:

@-G- Thank you for the quick and thorough reply, I posted earlier about my symptoms and attempts to fix them: https://communityforums.rogers.com/t5/Internet/Brutal-latency-ping-Recently/m-p/458131#M59682

 

Do the results I posted coincide with what you were experiencing as well? I know that my modem is the model that provides false packet loss on hop#2. Is there any other test I can run other then what I posted in that post that I could send to Rogers that may assist them in troubleshooting?

 

Many thanks again!


Yeah, that's pretty consistent with what I saw.  The only difference now is that this problem now has a known cause.  

 

I actually came to the same conclusions using different tools and techniques and used those to validate the results.  My challenge was then coming up with a way to show what was going on with simple tools and accurate timestamps.  I also ran some critical tests (e.g. the traceroute) using Rogers own equipment.

 

If Rogers continues to give you grief for using your own equipment, you may have to take your Rogers modem out of bridge mode and use its internal tools as part of your testing.

Re: Brutal latency/ping Recently

-G-
Resident Expert
Resident Expert

@Datalink wrote:

You know, if thats what it took, to point out a high activity period for the CMTS, there's no reason that Rogers shouldn't be able to review the all of the CMTS records looking for spikes in activity, either CPU or traffic, and correlate that to the ongoing processes in the CMTS.  I would think that the CPU activity and traffic levels should be recorded at least every minute, if not more.  This should be a matter of searching thru the data looking for markers that indicate the same set of circumstances.  


What complicates things is that Rogers may (??) now be using Casa Systems' Axyom vBNG Router (and vCCAP?) and expanding what they are doing with it.  With various network functions virtualized, they would have a whole new set of issues to troubleshoot and a bunch of things that may not show up with conventional logging.

Re: Brutal latency/ping Recently

gptt9161
I've been around

I had this issue a few weeks ago, after some back and forth, they sent out a tech to my house.

 

The tech saw the coax splitter (1 to 😎 that was originally installed when I had Rogers TV, and said these cause a lot of issues and become unstable after a year or two of use, and removed it from the network. However this did not solve the issue, I continued experiencing pink spikes (3000-4000ms) when running pings and trace routes.

 

The tech also told me that when the ground thaws a bit, they will send out a tech to check the cables/equipment to make sure everything is okay. I'm not sure if they did, but I experienced drastically decreased occurrences of ping spikes for the last 2 weeks or so.

 

Maybe they reverted some updates on my neighbourhood node, who knows. But for now, the internet is usable (with the exception of the internet outage just now 2:30am EST, which seemed like an issue across multiple municipalities including the many in the GTA, as I was told by a pre-recorded message on their support line).

Re: Brutal latency/ping Recently

GotRobbed
I plan to stick around
They just called me and told me everything was "fixed". Still the exact same issue as myself and everyone else is experiencing...

Re: Brutal latency/ping Recently

Zealotki11er
I plan to stick around

@

Re: Brutal latency/ping Recently

seadooxp30
I'm a reliable contributor

Rogers doesn't want to spend money or have resource to do this. plain and simple.

As I said along with others on this forum, check other service providers in your area and if you can get similar speed run...

I'm ready to even go to Bell 100 since I'm just done...

Can even watch ignite TV for more than  20 min without freezing or audio drop

Re: Brutal latency/ping Recently

GotRobbed
I plan to stick around

If that is the case they need to offer customers with alternative solutions (i.e, mobile hot spot or something) and or refunds... this is so atrocious that I can't even send an email ..

 

Edit: Already looking at other providers, the thing is that because many of us have to work from home next week, an service interruption is... preferably avoided..