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 ***

[super_robot]

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.

[Zyselr_]

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.

[xdCanuck]

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.

[Swifty00]

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.

[jhache]

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 .

[JohnyR]

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

[Zealotki11er]

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. 

[xdCanuck]

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/

[Curtis016]

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

[Flash]

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.

[-G-]

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@xdCanuck wrote:

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.

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Customer Service agents are probably encouraged to up-sell customers to plans with higher profit margins.

The difficulties being reported here are (most likely) due network changes being made to support planned upgrades.  In my area, crews (working under contract for Rogers) have been doing directional boring for underground conduit and building underground vaults for something.  I don't know exactly what it is for.  (Transition to Remote-PHY?  FTTH?)  I haven't seen any promotional material yet for the upgrade but they're definitely working on something.

[Swifty00]

Really bad tonight.  TV went out even.

Everyone at home due to the virus, and Rogers network only operating at a fraction of what they think it should.  I wonder how bad it has to get before they figure it out.  The problem isn't the signal taking a variable amount of time to run down the wires. It has to be the network equipment failing to keep up.  The ping time is variable, and it is worse at peak times, so it isn't just dropping packets randomly.  It isn't raw packet  throughput, because you can pour single downloads through at top speed, so it has to be a problem processing frame requests.  There is no other explanation that fits!

I'm sure they keep running their 1GB download speed test over and over again, saying to each other "Seems to be working fine.  Must be the line!"

Could be digging for years before they work it out.

[Swifty00]

Hopefully the covid virus will make Rogers realize they have a capacity issue and that it isn't noise on the line.  Facebook is alight about how lousy the Rogers service is and how everything isn't working.

[space2001]

The internet is brutal I can't even do my stream. 

My upload is terrible and can't even play any of my online games.

[kingkhan]

also getting the same thing. I can't play anything online as my ping spikes from 50ms to over 500 every few min.

[Swifty00]

Wish I could offer some words of encouragement, but Rogers are in total denial about this.

They have a fundamental mental-block.  When they designed the Ignite infrastructure, they dismissed inter-frame latency as a fundamental design issue, and they have not even started to change their mind-set in that regard.  None of their tests, service-levels, policies or procedures considers it as a factor, or even measures it. 

Re-designing and rebuilding the network to take inter-frame latency into account, would be prohibitively expensive and take a very long time to implement, and no one wants to tell anyone near the level required at Rogers, to fix the problem.  Acknowledging it publicly would be a disaster as well.  Who would pay for the service in the meanwhile?

It is going to take an act of God, to get anyone at Rogers to give you any help on this.

[ahm2307]

Welp...I'm done with Rogers.

The people with switched over to Bell: How did that go and how is the connection?

If it's just as bad, I'll just go back to Teksavvy, even though I know they use the Rogers infrastructure.

[Zealotki11er]

It lastest 2 days for me and its back. 

[m4te]

Can anyone please post a series of steps to self-diagnose if there really is an issue with my internet connection? 

I'm on a wired connection first off, and the only idea I have as to why I might be stuttering in some of my more network-intensive games is due to the random lag spikes to about 100-150ms shown in cmd prompt when I ping to google at peek hours. 

Although the spike to 100+ ms only happens every 20 packets for example, these spikes have a big impact when playing FPS shooters for example. 

Is this normal, and just something rogers cable users have to suck up? Or is there any way I can diagnose my internet to see if there's anything I can fix myself

Thanks

[mrq1]

One picture is worth a thousand words , right ?

[super_robot]

@m4te It is not normal and there is nothing you can do from your end. It is for Rogers to fix.

I'm in the same boat as you and wasted countless hours, i'd advise you not to.

Packets: Sent = 39, Received = 38, Lost = 1 (2% loss),
Approximate round trip times in milli-seconds:
Minimum = 9ms, Maximum = 101ms, Average = 32ms

1 1 ms 1 ms 1 ms INTEL_CE_LINUX [192.168.0.1]
2 52 ms 71 ms 57 ms  ***.***.***.***
3 110 ms 94 ms 42 ms 8082-dgw01.etob.rmgt.net.rogers.com [67.231.220.33]
4 168 ms 188 ms 35 ms 0-5-0-7-cgw01.wlfdle.rmgt.net.rogers.com [209.148.231.209]
5 38 ms 15 ms 26 ms 209.148.235.141
6 * * * Request timed out.
7 35 ms 30 ms 19 ms 108.170.250.241
8 19 ms 47 ms 36 ms 108.170.226.217
9 100 ms 97 ms 35 ms dfw06s38-in-f3.1e100.net [172.217.0.227]