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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

 

*** Edited Labels ***

956 REPLIES 956

Re: Brutal latency/ping Recently

Porie
I'm Here A Lot
Ya My jitter normally hovers around 30-50 on average 😞

Re: Brutal latency/ping Recently

RLMS
I Plan to Stick Around

I've been in contact with support again to try and see what I could learn, but unfortunately it looks like its just a cycle of saying there are apparent issues, and then a followup that all appears fine (just got a text that no issues were found after both people I spoke to yesterday on the phone noted down patterns of signal issues & mentioned they saw some issues that seemed to be external from the house when testing, it was escalated to another team that ran the tests).

Since that spike of 15% packet loss & minimum 50ms that lasted a couple hours around Wednesday at 8pm, our internet has seemingly been better than it was for the past month and a bit since our last tech visit (which is what solved our ping's average being in the thousands & high packet loss), but the spikes are still aprox every 25-50 pings, generally ranging from 100-300 & occasionally 1000ms close to when packet loss occurs.

It is sounding more and more like it is some large infrastructure issue at play, especially if providers such as TekSavvy using their infrastructure are putting in major tickets about the same issues. I'll still keep on it to make sure there aren't any more variables on our end that could be causing the issue, but I've had techs & people on the phone indicate all looks good on our end & we have had mostly everything replaced (splitters, connectors, new RG6, new modem etc.)

Re: Brutal latency/ping Recently

Porie
I'm Here A Lot

I currently have rogers "engineers" on my case. Let's see if they can make a difference compared to the technicians team. I will keep you all updated

Re: Brutal latency/ping Recently

super_robot
I Plan to Stick Around

@RLMS 

 

I had the same experience.. report the issue, Rogers acknowledging the issue and then getting a text the following morning saying no issues were found.

 

Rinse and repeat...  just terrible service and lack of transparency.

 

It was such a waste of time and a frustrating experience.

 

Take a few minutes and file a complaint with the CCTS if you feel like it.

Re: Brutal latency/ping Recently

Marando
I Plan to Stick Around

Hi guys,

 

I recorded a few short clips of what my Stutters/ Rubberbanding looks like in game, Its more notable while playing rather than watching a recording however you can see it.  IF you have played either Cod MW or CSGO you can notice the stutters arnt normal. You can see in both games my FPS and Ping seem fine, in CSGO my VAR is spiking though. Also in the COD MW gameplay on the left side you can see an Orange symbol, that symbol means packet loss, I have that symbol there every game, never goes away. In COD MW the stutters are noticeable when im moving around. Please let me know your thoughts. 

 

COD MW Clip1: https://www.youtube.com/watch?v=nOG6LiILO5I

 

COD MW Clip2: https://www.youtube.com/watch?v=nSTH2md3FIs

 

COD MW Clip3: https://www.youtube.com/watch?v=D1MCQ7yYWIA

 

CSGO: https://www.youtube.com/watch?v=mMB_Z1jbn70

 

Thanks 

Re: Brutal latency/ping Recently

herrshaun
I Plan to Stick Around

Just wanted to show off your knife? Lol

The average person won't be able to see what you mean, but I definitely noticed you bouncing around in the MW videos. This happens to me in some of my online games. I try to do a ping test at the same time and when the game lags, I alt+tab to see if the ping increases too. It doesn't always, so I'm thinking this is something deeper that I just can't see. With COVID-19 still in full swing we can probably expect to have laggy gameplay for the forseeable future...

Re: Brutal latency/ping Recently

Porie
I'm Here A Lot
Oh mine is way worse than that... I'll make some videos today to show what I mean lol

Re: Brutal latency/ping Recently

Montsegur
I Plan to Stick Around

Mine all started with the whole stay at home thing.  I just don't think the infrastructure is setup to handle this many people.  It's fine for things like ignite tv and what not, but for gaming, you get way too many lag spikes.  When I play early morning or late night, it's completely fine.  If I try mid day or early evening, most games are unplayable.  I spoke with Rogers tech support last night and basically said, if the infrastructure can't handle it just tell me.  No need to try to fix something that's not fixable right now.

 

He did a few modem checks and checked the area and basically said ya, lots of people, high latency and a ton of packet losses.  Said he'd pass the message on to the engineers.  I doubt anything will happen though.

Re: Brutal latency/ping Recently

Marando
I Plan to Stick Around

You would think a 600+ reply, 60+ page forum thread would get rogers to address these issues or atleast admit there is a problem 

Re: Brutal latency/ping Recently

Porie
I'm Here A Lot

Alright here is a small clip I did today....This is not even as bad as it gets but its still bad.
Latency/Packet loss. I have the Coda-4582u Modem, 300Download 20 upload but my actual speed is 100/1 lol
My ping test to google.com when it doesn't time out averages at around 100 with 200-300ms spikes

Some footage of me running around in Valorant.

https://www.youtube.com/watch?v=pbVhMJsZ0uo 

Re: Brutal latency/ping Recently

herrshaun
I Plan to Stick Around

 

1404/13/2020 07:03:0684000500criticalSYNC Timing Synchronization failure - Loss of Sync;
1504/13/2020 07:03:1284020200warningLost MDD Timeout;
1604/13/2020 07:03:3482000400criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
1704/13/2020 07:04:1490000000warningMIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;
1804/13/2020 07:07:0782000400criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
1904/13/2020 07:11:1082000200criticalNo Ranging Response received - T3 time-out;
2004/13/2020 07:11:5890000000warningMIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;


Had a straight-up disconnect earlier. Found these messages in the logs. Can anyone elaborate on what I'm looking at here?

Re: Brutal latency/ping Recently

@herrshaun can you delete the CM-MAC data please.  That should be posted in an open forum.  

 

Looking at the data, yup, it looks like a disconnect, but, I can't ascertain any reason for the disconnect.  Depending you where you are located, and what the modem is set for in terms of time zone, that might be a 2 or 3 am disconnect at the neighbourhood node, or possibly a firmware update.  If it was a firmware update, you should see the download indicated in the log just before the disconnect.

 

Fwiw, over the last week, I've seen disconnects occur at my neighbourhood node, usually just after 2 or 3 am local time.  There's nothing evident in the log, but, there is most definitely a disconnect as both the internet and home phone were dead.  Rogers has been changing some aspects of its network, with no pubic announcements of what its doing, so, the disconnect could be part of that, or it could be just normal maintenance that occurred. 



Re: Brutal latency/ping Recently

herrshaun
I Plan to Stick Around

So it's likely that it was maintenance related in some way and not just a random disconnect? I don't know if the firmware updated or not, the version it's showing is 2.0.10.36T6


I googled the errors and in another forum, someone claimed that it was related to a damaged aerial/drop line (something I have suspected from the very beginning, but techs never touched it).

Also, I have edited the last post.

EDIT: It looks like the firmware version I have is from 2018, and a ping test that just finished had a max ping of 119 ms. They didn't update anything.

Re: Brutal latency/ping Recently

@herrshaun its really difficult to know if the disconnect is maintenance related or if its a random disconnect.  The timing leads me to think it was maintenance related, but I could definitely be wrong.  The crystal ball is in the shop for overhaul 🙂

 

When you have time, and the patience to do it, can you log into the modem, navigate to the STATUS .... DOCSIS WAN tab and copy the entire table under the "Downstream Overview" line.  Select or highlight the whole table, all the way down to the bottom right hand corner of the bottom OFDM/OFDMA section .... right click, Copy.  Then in a new post .... right click, Paste.  That should paste in the whole table.  Maybe the signal data might show if there's a problem on the go. 



Re: Brutal latency/ping Recently

super_robot
I Plan to Stick Around

Their network has been running poorly from my perspective for awhile. Majority of people that only stream netflix won't notice, ever.

 

However, the issue has gotten really bad with the covid19 situation and everyone being home.

 

If I was a betting man I think Rogers is just buying time until the situation passes. The latency issue will still be present but will not be as bad as it currently is.

 

They're moving towards fiber.. I highly doubt they are investing in their cable infrastructure.

 

 

Re: Brutal latency/ping Recently

blazevicm
I've Been Here Awhile

@Datalink if it helps at all, here is the output from my router's DOCSIS WAN page:

We've been experiencing the same issues. Normal tasks are fine but you try and go on a VoIP call for work, you only hear a word or two at a time from the other end.

We have a tech coming by tonight to look but not convinced that will do anything as they have been here for the same reason previously which wasn't resolved.

Hopefully, the table formatting sticks as it looks fine before hitting post...

 

Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1633000000256QAM10.3001340.366
2849000000256QAM7.700238.983
3855000000256QAM6.600338.983
4861000000256QAM5.800438.983
5579000000256QAM13.400540.366
6585000000256QAM13.100640.366
7591000000256QAM12.800740.366
8597000000256QAM13.200840.366
9603000000256QAM11.400940.366
10609000000256QAM10.3001040.366
11615000000256QAM9.8001140.366
12621000000256QAM9.7001240.366
13279000000256QAM7.700140.366
14639000000256QAM11.4001440.366
15645000000256QAM11.2001540.366
16651000000256QAM11.0001640.366
17657000000256QAM11.3001740.946
18663000000256QAM11.1001840.366
19669000000256QAM11.7001940.366
20675000000256QAM10.7002038.983
21681000000256QAM10.1002138.983
22687000000256QAM10.2002238.983
23693000000256QAM10.0002340.946
24699000000256QAM10.5002440.366
25705000000256QAM10.4002540.366
26711000000256QAM10.1002638.983
27717000000256QAM9.9002738.983
28723000000256QAM9.0002838.983
29825000000256QAM8.7002938.983
30831000000256QAM8.6003038.983
31837000000256QAM8.6003138.983
32843000000256QAM7.9003238.983
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES7.699997
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
125300000ATDMA - 64QAM42.75023200000
236996000ATDMA - 64QAM33.75046400000
330596000ATDMA - 64QAM37.00036400000
422100000ATDMA - 64QAM40.75013200000
OFDM/OFDMA Overview
Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size
0DISABLED0.50000.00000.0000-inf-1.00004K
1DISABLED0.50000.00000.0000-inf-1.00004K

Re: Brutal latency/ping Recently

@blazevicm the problem with your signal levels is that the downstream levels are too high.  The normal signal level for the DOCSIS 3.0 channels (1 to 32) should be close to 0 dBmV.  Historically from what we've seen in the various posts, once your above a +6 / 7 dBmV level, or below a -6 / 7 dBmV level, you start to see problems of some type.   Thats despite the allowable range of + / - 15 dBmV for the downstream levels.  Rogers typically won't do anything unless the signal levels are above + 10 dBmV or below - 10 dBmV, so, looking at your signal levels, you appear to qualify for a tech visit.  

 

The other strange issue is that the upstream DOCSIS 3.0 signal levels are above the normal 30 to 32 dBmV range.  Yours are sitting in a 33.750 to 42.750 dBmV range.  

 

So, for some reason, you have very high downstream levels and higher than normal upstream levels.  That's the opposite of what usually happens. Usually the downstream drops while the upstream climbs towards a failure point at 51 dBmV.  

 

Normally to resolve this the tech could simply install a signal attenuator on the inbound line to the modem.  That would drop the downstream level but it also pushes up the upstream towards the failure point at 51 dBmV.  Because the upstream levels range up to 42.750 dBmV, that leaves the tech very little room, in terms of the upstream power levels.  The tech has to address the high downstream levels without driving up the upstream levels to or beyond the failure point.  

 

Ok, to that end, a couple of questions:

 

1.  are you in a house or condo, apartment , highrise type of building?

2.  Can you take a look at the inbound cable to your home.  Do you happen to have a powered amplifier installed.  You would recognize it as it would be the only powered device connected to the inbound cable.  

3.  Are you running more than one Rogers service, like Internet, Cable TV, Home Phone?  If so, then you would either have a passive splitter or a powered amplifier installed.  Can you have a look at that inbound cable and if there is a powered amp or a passive splitter, can you grab the model number off of the front of it and post it.  It should be an Antronix amp or splitter.  

 

Hope this helps.  I think the tech will have a tough time to do anything. It depends to a degree on what type of building you're in, house, or larger condo / apartment type of building. 

 

Edit:  The 4582 modem uses the Downstream OFDM channel for its downstream data.  It doesn't use the upper DOCSIS 3.0 channels unless the OFDM channel fails to hold a minimum of 64 QAM within that OFDM channel.  The problem here is that the channel data isn't presented to the user, so, there is no way for me or anyone else, looking at the user interface, to determine the health of that channel.  Tech support has access to that data, and I suspect that the field techs should as well.  There is a good chance that the OFDM channel is running normally but the only way to determine that would be to ask tech support for the OFDM channel QAM number.  It should be 1024 if the OFDM channel signal levels and signal to noise ratios are within acceptable levels.  Anything less than 1024 would indicate that there is some problem within the OFDM channel frequency range which in your case runs from 275.6 Mhz up to 467.6 Mhz.  That would require a field tech to check the external cabling and connectors, as a start.  

 

The other issue is that if your signal levels were dropped to an acceptable level, the question to be asked is, is there a problem with the external cable and its connectors.  They only last for so long before they require replacement.  One sign of degradation of one or the other is short disconnects that don't show up in the signal table.  If you were to run a ping test over ethernet to the Rogers DNS at 64.71.255.204, you might see timeouts occurring.   At the present time that might be due to the high signal levels, or it might be due to an external cable/connector issue or perhaps a combination of both.  

 

We'll see what happens with the tech visit.  Please ask the tech exactly what was done and post that info. 



Re: Brutal latency/ping Recently

blazevicm
I've Been Here Awhile

Thank you for your detailed reply. The tech was here and we installed that filter (signal attenuator?) on the router (rating 6 if that makes sense). For now, it seems that the issue has been resolved. I am not losing the packets anymore when I ping google.ca. We live in a 3 story building and we only have the Internet, no amplifier installed.

Re: Brutal latency/ping Recently

blazevicm
I've Been Here Awhile

Welp, the issue was back this morning. It is better after a modem reboot, but still, it does not appear to be fixed 😞

Re: Brutal latency/ping Recently

super_robot
I Plan to Stick Around

What a joke of a company... I've never seen anything like it.

 

Reply from 172.217.1.3: bytes=32 time=41ms TTL=55
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Re: Brutal latency/ping Recently

GMX
I've Been Here Awhile
Well buddy, I had a tech visited too and the packet loss/ bad latency was fine for a bit then it all went down the drain again...
Seems like many of us are suffering this since the whole stay at home thingy.
However, even I understand the increase amount of people caused this issue, I do not pay for this kind of internet.
Rogers you gotta to fix this asap