Brutal latency/ping Recently

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I Plan to Stick Around
Posts: 53

Re: Brutal latency/ping Recently

Experiencing high latency and slower than usual speeds. It's fun to be a Rogers customer. 

 

Gaming is out of question so let's not even go there. Where it really gets to me is how it affects my work from home. It is extremely irritating.

 

Customer support now tells you engineers are going to monitor your issue. No matter how much data you provide to the tech support they fail to acknowledge that their network is performing poorly to say the least.

 

 

It's really frustrating and BELL might just be the answer for us all. Rogers is clearly not being transparent with us all and leaving us in the dark.

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I'm Here A Lot
Posts: 6

Re: Brutal latency/ping Recently

I had a few days of sparse issues (not 100% clear). It's back with a vengeance today with latency spikes multiple times a minute now for the last few hours. Completely unusable internet. This company is garbage.

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I Plan to Stick Around
Posts: 11

Re: Brutal latency/ping Recently

Has anyone gotten temporary refunds or holds on billing because of this? I'm not willing to call a Bell tech to come switch me like this, so waiting it is. But if I'm self-isolating I'd at least like to be able to game. This is just insulting that they can't even issue a statement during a global health crisis.

 

Rogers cares more about covering up their mistakes right now than they do about being honest and improving their services to help people stuck at home. Nice.

 

Edit: Reading up on the subreddit, /r/Rogers, seems you can get credited if you bring up the issues frequently enough. It won't fix your internet, but it might help ease the financial burden that is Rogers during a time where some of you may be short on work.

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I Plan to Stick Around
Posts: 29

Re: Brutal latency/ping Recently

Yeah - If you complain a lot they seem to have something they do that throws resources at the problem, but they cant seem to fix the underlying issue.

 

You will still have issues if there is a severe load on the system.  For me that is every Sunday night.  But we can't get Bell in my area, so it is what it is.

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I've Been Around
Posts: 1

Re: Brutal latency/ping Recently

in the last 2 months i have had 3 technicians come to my house, problems with packet loss/high ping, a tech who came the year before said the line outside the house needed to be replaced (this was for another issue) and no one ever came, next i had a lvl 1 tech come 2 months ago who updated the firmware in the router and said the line needed to be changed and he would put in a work order, no one ever came, next tech was a lvl 2 who came and changed a few things including the wall plate  he said the old ones were no good, and finally the line gets changed, these were a sub contracted company , not rogers, finally yesterday i get a rogers crew out , they spent an hour here and seen there was a problem but they could not fix it or pin point the issue but that it was not inside the house and someone will need to come check the line, but he did tell me the area is way to congested since there is no real alternative for service providers in my area, what i don't understand is every time i restart my router everything seems to run ok for about an hour or so before going bad again .

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I Plan to Stick Around
Posts: 44

Re: Brutal latency/ping Recently

Well, it's good to see that I'm not the only one. I've been bugging Rogers' for the past 2 months trying to get them to resolve this issue. I'm in Thornhill. Ever since late January I was getting crazy amounts of latency variation to the CMTS (8ms-3000+ms), with packet loss up to 30% up to weeks at a time. It would disappear for a week, then come back the following.

I had initially believed that it was related to node congestion (not the first time), but it seems like after complaining 3 years ago they split the node in my neighborhood into 3 (according to one of the maintenance techs). Then, I thought it was related to noise back-feeding from 3 of the houses on my TAP -- those 3 houses got fixed. Faulty TAP itself? Nope, that's fine. I've had maintenance out already 3 times, and each time they end up finding something different but eventually nothing seems to alleviate my symptoms.

It's starting to look like some real issues on Rogers' head-end. I've been constantly monitoring my network quality via ICMP pings, and I'm seeing the exact same thing as y'all. I had even gone out to my neighboring houses, setup a Pi to monitor their line quality, and everything lines up with mine. Same with my gfs house a major intersection over.

The question now is, how do we make enough noise for them to fix it? The latency variation is incredibly frustrating.

 

Last 20 days: https://i.imgur.com/9RZRP1z.png

Crazy Packet loss: https://i.imgur.com/o0Segv6.png

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I Plan to Stick Around
Posts: 10

Re: Brutal latency/ping Recently

Last night I played 2 games without any issues. Today no issues either. Not sure what they did but I don't get the problem anymore. The only difference is that they did see the noise in my line and acknowledged my issue after 50 days for what it was. Hopefully, it lasts. 

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I Plan to Stick Around
Posts: 11

Re: Brutal latency/ping Recently

Out of curiosity, which plans are you all on, and how much do you pay for them (did you get them at a steep discount etc.)?

I noticed that each time I interacted with support, they always brought up my plan as being a potential issue and suggested I upgrade. I'm on Ignite 75. It's not gigabit, but 10MB/s equivalent is by no means bad. I'm on a new-customer plan as well, only paying $28/m.

This is a stretch and I don't think they'd make it that obvious, but could they be straining service to people with discount plans for the sake of getting us to upgrade? I have no idea why I would be told I need a better plan otherwise as someone who lives with one other person who is generally not even home. Download speeds are not the issue here, obviously.

 

I have also filed a CCTS complaint and suggest everyone else who has been getting the runaround do so as well. https://www.ccts-cprst.ca/

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I've Been Around
Posts: 1

Re: Brutal latency/ping Recently

Over the past few weeks I have been having terrible issues with my gigabit internet. Speeds are somewhat low (it varies anywhere from 200-700Mbps down and 5-30Mbps up. ) but whenever I am attempting to play any type of game online I will get sudden freezes and then spikes where I am sent 10ft forward, and this happens every couple of minutes. On top of the gaming issues we are having problems while streaming any type of media. The stream will stop loading, pause for about 30 seconds, and then resume. And this is all happening on both wired PC and a wired Xbox (Same issues with a MAC and another Xbox that are wireless)

 

Every time I speak with someone about the issues they basically have me restart my router, restart devices, check speeds, and then tell me that everything is fine. I have swapped Ethernet cables, disconnected my 3rd party router and dealt with support multiple times with no fixes. At this point when I move next at the end of April I think I am just going to avoid Rogers all together as it has been extremely frustrating. 

 

In the meantime, any help on these issues would be appreciated. 

 

 

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 645000000 256QAM -0.300 15 38.983
2 849000000 256QAM -2.800 2 38.605
3 855000000 256QAM -3.300 3 37.356
4 861000000 256QAM -4.000 4 37.636
5 579000000 256QAM -0.600 5 38.983
6 585000000 256QAM -0.400 6 38.605
7 591000000 256QAM -0.200 7 38.983
8 597000000 256QAM -0.200 8 38.983
9 603000000 256QAM -0.200 9 38.983
10 609000000 256QAM -0.300 10 38.605
11 615000000 256QAM -0.100 11 38.983
12 621000000 256QAM -0.100 12 38.605
13 633000000 256QAM -0.300 13 38.983
14 639000000 256QAM -0.400 14 40.366
15 279000000 256QAM -0.900 1 38.983
16 651000000 256QAM -0.100 16 38.983
17 657000000 256QAM -0.500 17 38.605
18 663000000 256QAM -0.700 18 38.983
19 669000000 256QAM -0.700 19 38.983
20 675000000 256QAM -1.000 20 38.983
21 681000000 256QAM -1.000 21 38.983
22 687000000 256QAM -1.400 22 38.983
23 693000000 256QAM -1.600 23 38.983
24 699000000 256QAM -2.100 24 38.605
25 705000000 256QAM -2.100 25 38.605
26 711000000 256QAM -1.700 26 38.983
27 717000000 256QAM -1.700 27 38.605
28 723000000 256QAM -1.600 28 38.983
29 825000000 256QAM -2.000 29 38.605
30 831000000 256QAM -2.100 30 38.983
31 837000000 256QAM -2.200 31 38.605
32 843000000 256QAM -2.800 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 -0.299999
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 22100000 ATDMA - 64QAM 38.250 5 3200000
2 36996000 ATDMA - 64QAM 37.000 8 6400000
3 30596000 ATDMA - 64QAM 37.000 7 6400000
4 25300000 ATDMA - 64QAM 39.500 6 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
Highlighted
I Plan to Stick Around
Posts: 12

Re: Brutal latency/ping Recently

I'm very interested in this. My internet is hardly usable. I keep getting Netflix or Prime video lagging and at times dropping the connection completely. I am beyond frustrated at this point.